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Internet Connection Drops

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Internet Connection Drops

Hello,

 

Over the past few months I've been experiencing issues with my Xfinity connection for Internet. The connection disconnects frequently, interrupting streaming, work (I work from home and need  a stable connection so have to resort to LTE), and Internet usage in general. Some of the time the Internet is borderline unusable, others it seems to semi-work, but is slow and lots of disconnects / failed to load webpages, etc.

 

Comcast Techs have visited four or five times for this issue...yet it continues to persist. Honestly, it feels like at this rate, it may never get fixed and I may have to consider switching providers. The techs have done at least the following:

 

***1. Identified noise on a channel at network tap,  submitted maintenance requests to fix each time - none of which have resolved the issue.***

2. Replaced the line between the house & network tap, reburied line. 

3. Replaced all coax connections - in house/wall outlet, outside, at the tap, new coax cable between modem and wall.

4. Removed a splitter, spliced new connections and added weather proof housing outside of house.

5. Replaced my user owned Aris gateway with a Xfinity XB6 gateway; also replaced the first XB6 with another XB6 gateway to rule out issues. 

 

Here are the relevant signal levels from gateway:

 

 

 

Cable Modem

HW Version:2.2
Vendor:Technicolor
BOOT Version:S1TC-3.49.18.14
Core Version:1.0
Model:CGM4140COM
Product Type:XB6
Flash Part:8192 MB
Download Version:CM DOCSIS Application - Prod_17.20_d31 & MTA Application - Prod_17.2
Serial Number:152930068286204897

 

 

Downstream Channel Bonding Value                                                              
Index 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
Lock Status Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked
Frequency 663 MHz 489 MHz 495 MHz 501 MHz 507 MHz 513 MHz 519 MHz 525 MHz 531 MHz 537 MHz 543 MHz 549 MHz 555 MHz 561 MHz 567 MHz 573 MHz 579 MHz 585 MHz 591 MHz 597 MHz 603 MHz 609 MHz 615 MHz 621 MHz 627 MHz 633 MHz 639 MHz 645 MHz 651 MHz 657 MHz 669 MHz 732 MHz
SNR 41.8 dB 43.2 dB 43.4 dB 43.3 dB 43.2 dB 42.9 dB 43.0 dB 43.0 dB 43.2 dB 43.2 dB 43.1 dB 42.9 dB 42.6 dB 42.8 dB 42.9 dB 42.8 dB 43.0 dB 42.8 dB 42.8 dB 42.4 dB 42.7 dB 42.6 dB 42.4 dB 42.4 dB 42.0 dB 42.2 dB 42.4 dB 42.1 dB 42.0 dB 42.1 dB 41.8 dB 16.2 dB
Power Level 4.0 dBmV 5.8 dBmV 6.7 dBmV 6.5 dBmV 6.6 dBmV 6.4 dBmV 6.8 dBmV 6.2 dBmV 6.5 dBmV 6.6 dBmV 6.3 dBmV 5.7 dBmV 6.3 dBmV 6.3 dBmV 6.1 dBmV 6.2 dBmV 6.4 dBmV 5.9 dBmV 6.0 dBmV 5.9 dBmV 5.7 dBmV 5.7 dBmV 5.3 dBmV 5.0 dBmV 4.3 dBmV 5.0 dBmV 4.9 dBmV 4.7 dBmV 4.4 dBmV 4.5 dBmV 4.3 dBmV 5.1 dBmV
Modulation 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 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM other

 

 

Upstream Channel Bonding Value      
Index 1 2 3 4
Lock Status Locked Locked Locked Locked
Frequency 36 MHz 29 MHz 23 MHz 16 MHz
Symbol Rate 5120 5120 5120 5120
Power Level 47.3 dBmV 46.8 dBmV 47.0 dBmV 46.8 dBmV
Modulation atdma atdma atdma atdma
Channel Type UpStream UpStream UpStream UpStream

 

The event log on gateway is empty.

Expert

Re: Internet Connection Drops

Hi @Tillawen

Thank you for visiting the forums! Sorry to hear about your issues. Since you've already had tech visits...

 

I've asked a corporate Comcast employee to help you. You should expect a reply in this thread. 

 

FYI: They owe you a $20 credit for every tech visit after the first for the same problem. You can also get a credit for your service from the time you first reported the issue until it is resolved.


I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employee

Re: Internet Connection Drops

Hi @Tillawen

 

Thanks for using the forums to bring this to our attention. I'd like to take a deeper look into your account to see if I can help get your internet issues resolved. In order to assist you, please send me a private message verifying your first and last name, as well as the name of the account holder if it's different than yours.  

 

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


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employee

Re: Internet Connection Drops

Thank you for your patience while we worked to have your internet issues resolved @Tillawen. If you need anything in the future, let us know. Take care. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employee

Re: Internet Connection Drops

Hello All, 

 

If you are in need of assistance, please create your own post and someone will be with you as soon as possible. Since I was able to assist @Tillawen with his issues, this thread will now be closed. Thanks. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!