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Internet Dropping Alot

New Poster

Internet Dropping Alot

I connect via ethernet and the only other device on the network is a roku and speed test are around 9ms 180 down and 16up and my internet drops out every hour almost at time normaly only happening around mid day ive tried talking to support the most i get is restart it and then they say they cant help so any adivce would be really helpful!

Expert

Re: Internet Dropping Alot

Does the ethernet connected device drop out too ?



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New Poster

Re: Internet Dropping Alot

Yes sorry i said wifi i meant the whole network


@EG wrote:

Does the ethernet connected device drop out too ?


 

Expert

Re: Internet Dropping Alot

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 ?




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New Poster

Re: Internet Dropping Alot

its a netgear cm700  i dont know exactly how to give you the numbers but for downstream bonded channels it  says channels 1 - 32 and power goes from 2 - 7.5 dBmV and on upstream its channels 1-8 and is half 0 and half 46 dBmV and snr is from 37 to 39 dB

Expert

Re: Internet Dropping Alot

Is that (minus) -7.5 dB ? You can try a copy and paste or take a screenshot(s) and try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here. Do so for the RF error / event log entries as well please.



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New Poster

Re: Internet Dropping Alot

Expert

Re: Internet Dropping Alot

The downstream figures are fine but you seem to only be locking on to 1 upstream channel even though there are power level readings for 3 others. But they are in spec too. It may just be a glitch. Please power cycle the modem once again to see if that upstream channel issue clears up.



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New Poster

Re: Internet Dropping Alot

https://imgur.com/a/BvmmkdA these are the new results also the model is netgear cm700


Expert

Re: Internet Dropping Alot

Hmmm.... As stated, it may just be a glitch or it may be an upstream impairment of some sort. Please post the error log entries as was requested.



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New Poster

Re: Internet Dropping Alot

https://imgur.com/a/qAT3BiI sorry last time i tried to open it it wouldnt load it did now though

Expert

Re: Internet Dropping Alot

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 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 and poll for those upstream receive signal stats.

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



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Official Employee

Re: Internet Dropping Alot

Hello @Cindyhervie, thanks for reaching out to our Forums! I know how important it is to receive a steady internet connection and I apologize that you have been experiencing these constant connection drops. I definitely understand how inconvenient and frustrating that could be as well and I would love to assist you. Can you please send me a private message including the full name as it appears on the account and your full name if different? 

 

To send me a Private Message, please click my name “ComcastAmira” and click “send a message. 

 


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Official Employee

Re: Internet Dropping Alot

@Cindyhervie, please be sure to send me another private message if you would like to move forward with scheduling a tech out. Please create a new Public post for any new issues or concerns, we're here to help. Thanks and we appreciate you being the best part of Comcast. 


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