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.

The make and model of modem is: Arris TG1682G

Is below what you were looking for?

IndexLock StatusFrequencySNRPower LevelModulation

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Event log entries from last week:

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 !

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.  

Thanks so much for your help. 

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@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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Quite welcome !

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.

Hi ComcastMorgan, 

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

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!