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Internet Disconnects and Reconnects Randomly and Often

Regular Visitor

Internet Disconnects and Reconnects Randomly and Often

Initially I thought the modem was the issue so I bought a new one but the issue persists. I'm attaching some screenshots of my modem connection and event logs.

https://i.imgur.com/JV5R6Ns.png
https://i.imgur.com/zF4cz5P.png

Expert

Re: Internet Disconnects and Reconnects Randomly and Often

Can't see your pics. Since you are a new poster, they likely need to be approved by a Forum Admin. Or you may need to make a minimum number of posts.

You could try hosting them at one of those free third-party pic hosting sites and post the link to them here.



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Regular Visitor

Re: Internet Disconnects and Reconnects Randomly and Often

I've updated the initial post with hopefully working image links.

Expert

Re: Internet Disconnects and Reconnects Randomly and Often

Stats are o/k. Is this with a WiFi connection ? If so, for a test, does a computer hardwired directly to the router / gateway device with an ethernet cable have the same problem ?



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Highlighted
Regular Visitor

Re: Internet Disconnects and Reconnects Randomly and Often

My modem is connected to a separate router that provides WiFi and the problem is always through a wireless connection. I have yet to test a wired connection. I'll test it hardwired and get back to you.

Regular Visitor

Re: Internet Disconnects and Reconnects Randomly and Often

Ok so I spent about an hour or so on a wired connection, modem connected directly to my laptop through Ethernet. The problem is present here as well.

Expert

Re: Internet Disconnects and Reconnects Randomly and Often

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is 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 can poll for those additional stats, check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem.

You should get a reply here in your topic. Good luck !



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Official Employee

Re: Internet Disconnects and Reconnects Randomly and Often

IV4N, thanks for taking the time to let the forums community know about your service issues! Let's take a closer look at your internet connection issues. Please send me a private message with your full name for help. 

 

Ken


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Official Employee

Re: Internet Disconnects and Reconnects Randomly and Often

IV4N, glad the tech was able to resolve the issue at the premise! Please post again if you need anything else! 


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Expert

Re: Internet Disconnects and Reconnects Randomly and Often

@IV4N 

 

Curious as to what the tech found ? Did he share that solution with you ?



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