Internet Drops Frequently

[franco221]

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]

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 ?

[franco221]

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

[EG]

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.

[franco221]

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. 

[EG]

Ok well then good luck with the tech visit tomorrow !