I got Xfinity internet In July and every day since then my internet drops. Three technicians have come to my apartment and it’s always the same: They check the signal. They tell me the signal is very strong. They tell me the issue is with the modem. I replaced my modem twice. I updated my modem firmware. I removed the splitter (Coax going directly from wall to modem). I reset the box every day. I elevated the modem box. I contacted Netgear. Xfinity reprovisioned my modem router. The singal just keeps timing out.
The issue typically happens between 11:00am-2:00pm, then 5:00pm-7:00pm then 9:00pm-12:00am. The modem just resets. When I go to routerlogin.net (Netgear), the column for uncorrectables are between 1000-3500 for all 16 channels. I live in an apartment building with 3 other tenants who seem to have similar issues but theirs don’t drop as often as mine.
No one from Comcast seems to know what the issue is. A technician is scheduled to come tomorrow but the operator told me the same thing I’ve been hearing since July—“How old is your router?” “The signal is strong” “let me try resetting the signal on your modem”. So I don’t think it will help much once the tech comes for the 4th time.
What do the modem's signal stats look like ?
Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.
What is the exact model number of the Netgear modem ?
Is this a WiFi connection ?
Thanks for replying. I have a Netgear Nighhawk C6300v2
Here’s the most recent Upstream/Downstream data when I was having trouble:
Downstream Bonded Channels:
Channel | Lock Status | Modulation | Channel ID | Frequency | Power | SNR | Correctables | UnCorrectables |
1 | Locked | QAM 256 | 1 | 357000000 Hz | -0.5 dBmV | 40.9 dB | 3224 | 4083 |
2 | Locked | QAM 256 | 2 | 363000000 Hz | -1.0 dBmV | 40.3 dB | 3386 | 3643 |
3 | Locked | QAM 256 | 3 | 369000000 Hz | -1.0 dBmV | 40.3 dB | 2557 | 4697 |
4 | Locked | QAM 256 | 4 | 375000000 Hz | -1.0 dBmV | 40.3 dB | 2210 | 6109 |
5 | Locked | QAM 256 | 38 | 381000000 Hz | -0.7 dBmV | 40.3 dB | 1933 | 3047 |
6 | Locked | QAM 256 | 39 | 387000000 Hz | -0.2 dBmV | 40.3 dB | 1792 | 2378 |
7 | Locked | QAM 256 | 40 | 393000000 Hz | 0.2 dBmV | 40.9 dB | 1288 | 2338 |
8 | Locked | QAM 256 | 41 | 399000000 Hz | 0.2 dBmV | 40.3 dB | 1661 | 2559 |
9 | Locked | QAM 256 | 5 | 453000000 Hz | 1.5 dBmV | 40.9 dB | 630 | 3095 |
10 | Locked | QAM 256 | 6 | 459000000 Hz | 1.7 dBmV | 40.3 dB | 1313 | 4953 |
11 | Locked | QAM 256 | 7 | 465000000 Hz | 1.7 dBmV | 40.9 dB | 2068 | 2557 |
12 | Locked | QAM 256 | 8 | 471000000 Hz | 1.7 dBmV | 40.3 dB | 2172 | 2938 |
13 | Locked | QAM 256 | 9 | 477000000 Hz | 1.5 dBmV | 40.3 dB | 1047 | 2986 |
14 | Locked | QAM 256 | 10 | 483000000 Hz | 1.2 dBmV | 40.9 dB | 530 | 2343 |
15 | Locked | QAM 256 | 11 | 489000000 Hz | 1.2 dBmV | 40.3 dB | 908 | 3013 |
16 | Locked | QAM 256 | 12 | 495000000 Hz | 1.5 dBmV | 40.9 dB | 812 | 3085
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Upstream Bonded Channels (Partial Service)
Channel | Lock Status | US Channel Type | Channel ID | Symbol Rate | Frequency | Power |
1 | Locked | ATDMA | 1 | 5120 Ksym/sec | 17300000 Hz | 40.0 dBmV |
2 | Not Locked | ATDMA | 2 | 5120 Ksym/sec | 23700000 Hz | 39.3 dBmV |
3 | Locked | ATDMA | 3 | 5120 Ksym/sec | 30100000 Hz | 39.8 dBmV |
4 | Not Locked | ATDMA | 4 | 5120 Ksym/sec | 36500000 Hz | 40.0 dBmV |
Here’s the current data, now that the system reset.
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Upstream Bonded Channels | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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The signal stats are ok. As asked, is this with a WiFi connection ? If so, for a test, does a computer / device hardwired directly to the router / gateway device with an ethernet cable have the same problem ?
With this test, we are trying to isolate this from being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both. It's a good first step of troubleshooting before we proceed any further.
Sorry, this is a WiFi connection. I'm unable to connect via ethernet because I don't have an ethernet port in my computer. The technicians did connect an ethernet to their devices but they did not seen an issue.
Ok well then good luck with the tech visit tomorrow !