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Intermittently losing access to internet, but connected by wifi

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Frequent Visitor

Intermittently losing access to internet, but connected by wifi

I have this intermittent issue where I lose internet connectivity on my computer while maintaining a strong wifi signal with RSSI ranging from -65 to -75 and noise level about -98.  While working, the internet connection will drop so that I lose internet connectivity completely.  

 

It started a long while ago and it seemed to consistently be happening around 10am to 11am each day, but recently it's getting worse and dropping several times per day.  Only solution is to turn off the wi-fi on the computer and turn it back on and it will reconnect.  

 

Anyone have any solutions for troubleshooting this?  

 

I don't think it is the computer, because I don't encounter these issues when working in other locations outside the home., but at the same time, we generally don't have too many issues with other devices, but do occasionally get some hiccups on streaming devices.  Those hiccups resolve themselves without the need to take any action.  Appreciate any help.

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Expert

Re: Intermittently losing access to internet, but connected by wifi

What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?

Please post any modem RF error / event log entries as well.



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Frequent Visitor

Re: Intermittently losing access to internet, but connected by wifi

The make and model of modem is: Arris TG1682G

 

Is below what you were looking for?

 

IndexLock StatusFrequencySNRPower LevelModulation

Downstream
Channel Bonding Value
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
675.00 MHz
555.00 MHz
561.00 MHz
567.00 MHz
573.00 MHz
579.00 MHz
585.00 MHz
591.00 MHz
597.00 MHz
603.00 MHz
609.00 MHz
615.00 MHz
621.00 MHz
627.00 MHz
633.00 MHz
639.00 MHz
645.00 MHz
651.00 MHz
657.00 MHz
663.00 MHz
669.00 MHz
681.00 MHz
687.00 MHz
693.00 MHz
 
 
 
 
 
 
 
 
37.64 dB
38.98 dB
38.98 dB
38.61 dB
38.98 dB
38.98 dB
38.61 dB
38.61 dB
38.61 dB
38.61 dB
38.61 dB
38.61 dB
38.61 dB
38.61 dB
38.61 dB
38.61 dB
38.61 dB
38.61 dB
38.98 dB
38.61 dB
38.61 dB
38.61 dB
38.98 dB
38.98 dB
 
 
 
 
 
 
 
 
1.50 dBmV
3.50 dBmV
3.60 dBmV
3.10 dBmV
2.30 dBmV
1.50 dBmV
0.90 dBmV
0.50 dBmV
0.30 dBmV
0.50 dBmV
0.50 dBmV
0.80 dBmV
0.80 dBmV
1.20 dBmV
1.40 dBmV
1.10 dBmV
1.30 dBmV
1.10 dBmV
1.00 dBmV
1.20 dBmV
1.70 dBmV
2.10 dBmV
2.30 dBmV
2.50 dBmV
 
 
 
 
 
 
 
 
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM

 

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream
Channel Bonding Value
1
2
3
4
5
6
7
8
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
36.50 MHz
17.30 MHz
23.70 MHz
30.10 MHz
 
 
 
 
5120 KSym/s
5120 KSym/s
5120 KSym/s
5120 KSym/s
 
 
 
 
34.00 dBmV
35.50 dBmV
35.50 dBmV
35.50 dBmV
 
 
 
 
64 QAM
64 QAM
64 QAM
64 QAM
 
 
 
 
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)

 

Event log entries from last week:

 

[Dhcpc][1727]: erouter0 T1 Expired, Enter Renew State2020/7/26 21:25:02Notice
[Dhcpc][1727]: erouter0 T1 Expired, Enter Renew State2020/7/25 08:08:41Notice
[Harvester][1185]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting2020/7/24 06:39:23Notice
[Dhcpc][1727]: erouter0 got new IP 73.227.20.652020/7/24 06:36:44Notice
[Dhcpc][1673]: erouter0 T1 Expired, Enter Renew State2020/7/22 09:37:42Notice
[Dhcpc][1673]: erouter0 T1 Expired, Enter Renew State2020/7/20 09:33:25Notice

 

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Expert

Re: Intermittently losing access to internet, but connected by wifi

The signal stats are good but there should be 31 to 32 downstream channels, not only 24. They disabled the modem component's RF error logging feature in the Comcast supplied gateway devices.... A BIG mistake IMNSHO !!!!

 

Those router component event log entries are unhelpful, unfortunately...

 

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 !



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Frequent Visitor

Re: Intermittently losing access to internet, but connected by wifi

Thanks so much for your help. 

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Expert

Re: Intermittently losing access to internet, but connected by wifi

Quite welcome !



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Frequent Visitor

Re: Intermittently losing access to internet, but connected by wifi

Dan, if you have time to answer, just out of curiousity, if it was an Xfinity network issue beyond the router, wouldn't that affect all of our devices simultaneously?  This issue seems to affect each of us household members simultaneously but sometimes not.  For example, if I am on my computer and separately streaming on AppleTV  simultaneously, I will lose my connection on the laptop but won't see any disruption to streaming.  

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Expert

Re: Intermittently losing access to internet, but connected by wifi


@socialcarl wrote:

Dan, if you have time to answer, just out of curiousity, if it was an Xfinity network issue beyond the router, wouldn't that affect all of our devices simultaneously?  

 

Yes exactly.

 

This issue seems to affect each of us household members simultaneously but sometimes not.  For example, if I am on my computer and separately streaming on AppleTV  simultaneously, I will lose my connection on the laptop but won't see any disruption to streaming.  

 

Perhaps you have two issues going on. A general connectivity to the Comcast system problem, and also a local WiFi connectivity issue on your own LAN / home network.


 



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Official Employee

Re: Intermittently losing access to internet, but connected by wifi

Hi there, socialcarl. Thank you for posting here in the community. We appreciate you choosing this method of support. Sorry to hear about your complications with the connection. It's interesting that it's mostly happening with the one device. I can help you out and take a look at what might be causing it. To get started, please send me a PM with your first and last name. 

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.


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Frequent Visitor

Re: Intermittently losing access to internet, but connected by wifi

Hi ComcastMorgan, 

 

I sent a PM but never heard anything, just want to make sure you  received it.  Tks

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Official Employee

Re: Intermittently losing access to internet, but connected by wifi

Good morning, socialcarl. I sure did receive your reply! I have gone ahead and responded. Feel free to get back to me at your convenience. Have a great day!


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