Intermittent slow downs and disconnects on xFi WiFi

[Johno3]

I have had two service calls both saying that there is no problem with inside or outside wiring. They have replaced the x1 modem twice but I am still experiencing the same problem. At times my WiFi speed is in the high 300's and other time under 20. I have had numerous drop outs while watching xfinity stream. This morning, after another drop out I went to the xfi app to test speed and it said I was not connected to the internet. After a coup,e minutes I tried again and hit a speed of 360. I have had service for over two years with no problems. Any help would be appreciated. 

[EG]

For a test, does a computer hardwired directly to the router / gateway device with an ethernet cable have the same problem

[Johno3]

Thanks for the reply. This would be a hard test to try since my computer is in a different room and it is not used much. Even if I were able to hard wire it, by the time I tried to check the speed could have already gone back up. It was less than 5 minutes from the time my xfi showed no internet to being back up to almost 400. 

[EG]

O/k so if the test isn't done it's tough to narrow things down... So here is some general stuff....;

Start here;

https://forums.xfinity.com/t5/Your-Home-Network/Connection-Troubleshooting-Tips/m-p/1253575#M94474

Post the requested info from here;

https://forums.xfinity.com/t5/Your-Home-Network/Information-Requested-for-Connection-Related-Posts/m...

Some tips for improving WiFi performance;

http://corporate.comcast.com/comcast-voices/10-ways-you-might-be-killing-your-home-wi-fi-signal

http://forums.xfinity.com/t5/Your-Home-Network/Improve-Your-Wireless-Gateway-Home-Network/td-p/26276...

https://www.xfinity.com/support/articles/improve-your-wireless-home-network

[Johno3]

I hope I'am doing this correctly. Please let me know if you need anything else. 

[Johno3]

Sorry, not seeing any of the screenshots I uploaded. Not sure why. 

[EG]

Can't see your pics. Since you are a new poster, they need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.

[Johno3]

Hope this works. https://imgur.com/a/ESYScQg

[EG]

The stats are o/k. Did you try any of the tips ?

[Johno3]

I have read through all of the suggestions and don't see any that I either haven't already tried or that do not apply. The modem has been located in the same place for over a year with no problems. It has been reset numerous times by me and Comcast techs. I appreciate your help. Not sure where to go from here. 

[EG]

Your only choice is to keep complaining and to get the techs involved again.  Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.

I wish you the best of luck with this ! 

[Johno3]

Thank you for trying to help. I will start getting more forceful in my contacts with support after the holidays. I just don't need the added stress that can bring this time of year. I will update if they find and correct the problem. 

[Johno3]

So a third tech came today. He more or less threw up his hands and said there was nothing he could do unless he was here when it happens. Since this occurs at random times during the day the chance of that is remote. I even showed him screenshots from this morning of xfi speed test showing speeds under 20 and at one time it said I wasn't connected to the internet. Do you have any suggestions on how to escalate this. 

[EG · Accepted solution]

Perhaps there is intermittent noise ingress into the line(s) somewhere.

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

[Johno3]

Thank you, I really appreciate that. After posting I was so frustrated I got on the phone with support again.  After the usual same questions and with a little pushing they did say they would send someone out to see if, "other utilities lines could be interfering". Not sure where that is going with underground utility lines but we will see. It would be great to see if anything shows where you are sending the request. 

[ComcastTambrey]

Hello, Johno3. 

Thanks for reaching out to us for help with your ongoing connectivity issues. I'm sorry to hear you are still having troubles despite the number of tech visits you've had and I would love to take a closer look to see if we can pinpoint the cause and help get this resolved for you.  Please send me a private message with your first and last name, as well as your service address so I can assist. 

 To send a private message, click my name "ComcastTambrey", then click "send a message".

[KAZ4155]

Was this resolved?  I am having similar issue and have had 3 techs out and maintanace and still not fixed and no one knows how to escalate. 

[Johno3]

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@KAZ4155 wrote:

Was this resolved?  I am having similar issue and have had 3 techs out and maintanace and still not fixed and no one knows how to escalate. 

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Not yet