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Internet Drops Frequently

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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.

 

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Expert

Re: Internet Drops Frequently

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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Re: Internet Drops Frequently

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

 

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Expert

Re: Internet Drops Frequently

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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Re: Internet Drops Frequently

 

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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Expert

Re: Internet Drops Frequently

Ok well then good luck with the tech visit tomorrow !



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