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Intermittent loss of internet

Regular Visitor

Intermittent loss of internet

Previously I was seeing the packet loss and it would actually cause the modem to reboot completely.  SB6190, that was just replaced with a netgear CM1100.  The CM1100 seems to be handling the issue MUCH better (it doesn't reboot)  but has not completely alleviated the problem.

 

Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency	
693000000
Startup Procedure
Procedure	Status	Comment
Acquire Downstream Channel	693000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enable	BPI+
IP Provisioning Mode	Honor MDD	IPv6 only
Downstream Bonded Channels
Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR / MER	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	QAM256	37	693000000 Hz	1.7 dBmV	40.4 dB	3001724597	639	1098
2	Locked	QAM256	9	525000000 Hz	1.3 dBmV	41.8 dB	3000228176	770	1201
3	Locked	QAM256	10	531000000 Hz	1.4 dBmV	42.0 dB	3000231511	677	1285
4	Locked	QAM256	11	537000000 Hz	1.6 dBmV	41.9 dB	3000234767	746	1284
5	Locked	QAM256	12	543000000 Hz	1.7 dBmV	42.0 dB	3000238644	718	1212
6	Locked	QAM256	13	549000000 Hz	1.8 dBmV	42.0 dB	3000242897	613	1386
7	Locked	QAM256	14	555000000 Hz	1.8 dBmV	41.8 dB	3000246176	708	1248
8	Locked	QAM256	15	561000000 Hz	1.9 dBmV	41.9 dB	3000250166	598	1246
9	Locked	QAM256	16	567000000 Hz	1.8 dBmV	39.9 dB	3000261331	678	1269
10	Locked	QAM256	17	573000000 Hz	1.8 dBmV	39.9 dB	3000264841	652	1213
11	Locked	QAM256	18	579000000 Hz	1.9 dBmV	41.8 dB	3000269073	670	1197
12	Locked	QAM256	19	585000000 Hz	1.8 dBmV	41.6 dB	3000271945	705	1182
13	Locked	QAM256	20	591000000 Hz	1.9 dBmV	41.0 dB	3000275795	655	1242
14	Locked	QAM256	21	597000000 Hz	1.6 dBmV	41.1 dB	3000279727	707	1175
15	Locked	QAM256	22	603000000 Hz	1.3 dBmV	40.9 dB	3000284478	691	1203
16	Locked	QAM256	23	609000000 Hz	1.1 dBmV	40.7 dB	3000288802	568	1220
17	Locked	QAM256	24	615000000 Hz	1.1 dBmV	40.8 dB	3000297413	624	1156
18	Locked	QAM256	25	621000000 Hz	1.5 dBmV	40.9 dB	3000301161	707	1119
19	Locked	QAM256	26	627000000 Hz	1.5 dBmV	40.7 dB	3000304932	615	1164
20	Locked	QAM256	27	633000000 Hz	1.9 dBmV	40.9 dB	3000308051	666	1157
21	Locked	QAM256	28	639000000 Hz	1.8 dBmV	40.8 dB	3000311712	646	1199
22	Locked	QAM256	29	645000000 Hz	1.8 dBmV	40.8 dB	3000316318	633	1180
23	Locked	QAM256	30	651000000 Hz	1.7 dBmV	40.5 dB	3000319816	617	1118
24	Locked	QAM256	31	657000000 Hz	1.7 dBmV	40.4 dB	3000323432	669	1224
25	Locked	QAM256	32	663000000 Hz	1.7 dBmV	40.4 dB	3000327596	639	1177
26	Locked	QAM256	33	669000000 Hz	1.7 dBmV	40.5 dB	3000331838	668	1081
27	Locked	QAM256	34	675000000 Hz	1.3 dBmV	39.5 dB	3000335597	635	1174
28	Locked	QAM256	35	681000000 Hz	1.3 dBmV	40.4 dB	3000339707	625	1146
29	Locked	QAM256	36	687000000 Hz	1.6 dBmV	40.3 dB	3000342958	652	1164
30	Locked	QAM256	38	699000000 Hz	2.0 dBmV	40.4 dB	3000346443	625	1080
31	Locked	QAM256	39	705000000 Hz	2.1 dBmV	40.3 dB	3000349066	660	1108
32	Locked	QAM256	40	711000000 Hz	2.3 dBmV	40.4 dB	3000348520	623	1146
Upstream Bonded Channels
Channel	Lock Status	Modulation	Channel ID	Frequency	Power
1	Locked	ATDMA	1	35800000 Hz	48.0 dBmV
2	Locked	ATDMA	2	29400000 Hz	46.5 dBmV
3	Locked	ATDMA	3	23000000 Hz	47.0 dBmV
4	Not Locked	Unknown	0	0 Hz	0.0 dBmV
5	Not Locked	Unknown	0	0 Hz	0.0 dBmV
6	Not Locked	Unknown	0	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0 Hz	0.0 dBmV
Downstream OFDM Channels
Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power	SNR / MER	Active Subcarrier Number Range	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	0, 1, 255	159	768000000 Hz	2.4 dBmV	39.3 dB	1126 ~ 2969	8470753371	5884172424	0
2	Not Locked	0, 255	0	0 Hz	-2.7 dBmV	0.0 dB	0 ~ 4095	0	0	0
Upstream OFDMA Channels
Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power
1	Not Locked	Unknown	0	0 Hz	0 dBmV
2	Not Locked	Unknown	0	0 Hz	0 dBmV

So signals look decent.

 

I am running EmcoPING to monitor the connection.   I have multiple pings going (Comcast DNS, one of my customers comcast fiber router, ad their coax connected firewall) as well as the IP of the next hop router.

 

Information	Connection Status	Connection to the 'Next Hop from Home (96.120.42.109)' host was restored at 6/25/2019 1:03:57 PM.	6/25/2019 1:03:57 PM
Warning	Connection Status	Connection to the 'Next Hop from Home (96.120.42.109)' host was lost at 6/25/2019 1:03:45 PM. Ping reply was not received within the allotted time (IP status: 11010).	6/25/2019 1:03:45 PM
Information	Connection Status	Connection to the 'Next Hop from Home (96.120.42.109)' host was restored at 6/25/2019 11:25:52 AM.	6/25/2019 11:25:52 AM
Warning	Connection Status	Connection to the 'Next Hop from Home (96.120.42.109)' host was lost at 6/25/2019 11:25:37 AM. Ping reply was not received within the allotted time (IP status: 11010).	6/25/2019 11:25:37 AM
Information	Connection Status	Connection to the 'comcast DNS (75.75.75.75)' host was restored at 6/25/2019 1:03:57 PM.	6/25/2019 1:03:57 PM
Warning	Connection Status	Connection to the 'comcast DNS (75.75.75.75)' host was lost at 6/25/2019 1:03:45 PM. Ping reply was not received within the allotted time (IP status: 11010).	6/25/2019 1:03:45 PM
Information	Connection Status	Connection to the 'comcast DNS (75.75.75.75)' host was restored at 6/25/2019 11:25:52 AM.	6/25/2019 11:25:52 AM
Warning	Connection Status	Connection to the 'comcast DNS (75.75.75.75)' host was lost at 6/25/2019 11:25:37 AM. Ping reply was not received within the allotted time (IP status: 11010).	6/25/2019 11:25:37 AM

I am hardwired all the way in.  

Official Employee

Re: Intermittent loss of internet

Hey there, danl1509, thank you for taking the time to reach out to us here on the forums. I definitely understand how important it is to have reliable internet, and I'm here to help! While everything seems to be looking better with the new modem, I'd like to check this out further with you. There may be some issues in the area, and I'll be able to get a better look from the account. To get started, can you please send me a PM with your first and last name? 

To send me a Private Message, please click my name “ComcastAlly” and click “Send a message.”


I am an Official Comcast Employee.
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