New Poster
•
6 Messages
Internet Drops Frequently
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.
EG
Expert
•
111.5K Messages
5 years ago
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 ?
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franco221
New Poster
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6 Messages
5 years ago
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
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.
Downstream Bonded Channels
Channel
Lock Status
Modulation
Channel ID
Frequency
Power
SNR
Correctables
UnCorrectables
1
Locked
QAM 256
1
357000000 Hz
4.0 dBmV
40.9 dB
17
35
2
Locked
QAM 256
2
363000000 Hz
3.9 dBmV
40.3 dB
15
33
3
Locked
QAM 256
3
369000000 Hz
4.0 dBmV
40.9 dB
14
33
4
Locked
QAM 256
4
375000000 Hz
4.0 dBmV
40.9 dB
33
10
5
Locked
QAM 256
38
381000000 Hz
4.3 dBmV
40.3 dB
2
0
6
Locked
QAM 256
39
387000000 Hz
4.5 dBmV
40.3 dB
26
0
7
Locked
QAM 256
40
393000000 Hz
4.8 dBmV
40.9 dB
18
0
8
Locked
QAM 256
41
399000000 Hz
4.6 dBmV
40.9 dB
16
0
9
Locked
QAM 256
5
453000000 Hz
4.8 dBmV
40.9 dB
6
1
10
Locked
QAM 256
6
459000000 Hz
4.9 dBmV
40.3 dB
680
11119
11
Locked
QAM 256
7
465000000 Hz
4.9 dBmV
40.3 dB
150
2408
12
Locked
QAM 256
8
471000000 Hz
4.9 dBmV
40.3 dB
0
0
13
Locked
QAM 256
9
477000000 Hz
4.9 dBmV
40.3 dB
27
83
14
Locked
QAM 256
10
483000000 Hz
4.8 dBmV
40.9 dB
0
0
15
Locked
QAM 256
11
489000000 Hz
4.5 dBmV
40.3 dB
0
0
16
Locked
QAM 256
12
495000000 Hz
4.5 dBmV
40.9 dB
0
0
Upstream Bonded Channels
Channel
Lock Status
US Channel Type
Channel ID
Symbol Rate
Frequency
Power
1
Locked
ATDMA
1
5120 Ksym/sec
17300000 Hz
38.3 dBmV
2
Locked
ATDMA
2
5120 Ksym/sec
23700000 Hz
37.5 dBmV
3
Locked
ATDMA
3
5120 Ksym/sec
30100000 Hz
38.3 dBmV
4
Locked
ATDMA
4
5120 Ksym/sec
36500000 Hz
39.0 dBmV
0
0
EG
Expert
•
111.5K Messages
5 years ago
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.
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franco221
New Poster
•
6 Messages
5 years ago
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.
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EG
Expert
•
111.5K Messages
5 years ago
Ok well then good luck with the tech visit tomorrow !
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