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Internet/cable go down every afternoon

Contributor

Internet/cable go down every afternoon

I've had an issue for roughly 3 years now with both the cable and internet going out every afternoon for anywhere from a few minutes to an hour or so. Since I have gotten the bXG1V4-a box I now can continue watching whatever channel is currently on until I regain the connection. I can't navigate any menus on the box without getting an error message, but the signal for that channel continues coming through.

I've had multiple tech visits. All of the equipment and cables have been replaced. Including the line from my home to the utility pole.

Has anyone else ever experienced this? I have given up on scheduling tech visits for a year now I'd say.
Expert

Re: Internet/cable go down every afternoon

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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Contributor

Re: Internet/cable go down every afternoon

Unfortunately I will not be home during the day for a couple of weeks, but I will post that info as soon as I'm home again when it goes down. Thanks!
Contributor

Re: Internet/cable go down every afternoon

So I can't post a screenshot or access the modem info. It just says "connection timed out".

My modem is a Motorola surfboard SB6190, if that helps at all. Previously I had an older modem that was also a Motorola surfboard and I replaced it with the current one to see if it helped with ongoing daily disconnect. It did not help unfortunately.
Expert

Re: Internet/cable go down every afternoon

Are you using http://192.168.100.1 as the access IP address ?

 

Since you are a new poster, it needs to be approved by a Forum Admin. That could take some time. In the interim you could try hosting it at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to it here.



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Contributor

Re: Internet/cable go down every afternoon

Yes. And once the internet connection was regained I was able to reach that address.

I'll attach them here and see if it works while I work on getting them on a third party site
Screenshot_20190927-165746_Chrome.jpg
Expert

Re: Internet/cable go down every afternoon


@bbass01 wrote:
Yes. And once the internet connection was regained I was able to reach that address.

Yes that is typical behavior for most modems. The signal stats looked good at that snapshot in time. Please post the RF error / event log entries as well.



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Contributor

Re: Internet/cable go down every afternoon

Event log
Screenshot_20190927-165746_Chrome.jpg
Contributor

Re: Internet/cable go down every afternoon

For some reason I'm getting an error about low memory from the forum when trying to post the event log
Screenshot_20190927-165756_Chrome.jpg
Contributor

Re: Internet/cable go down every afternoon

Are my images visable?
Expert

Re: Internet/cable go down every afternoon

Yes. Sorry, I somehow lost track of your topic here..

 

Even though the signal stats looked o/k at those snapshots 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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Contributor

Re: Internet/cable go down every afternoon

Great thanks for the assistance.

I think I forgot to mention that this almost only happens when the outside temp is above 90 degrees. I rarely have an issue during the winter.
Official Employee

Re: Internet/cable go down every afternoon


@bbass01 wrote:
Great thanks for the assistance.

I think I forgot to mention that this almost only happens when the outside temp is above 90 degrees. I rarely have an issue during the winter.

Hi @bbass01

 Thank you for sharing the detail of the experience you're having with your internet. I'd like to check your premise signal and the health of your node to help determine the cause of your issues. Please send a private message including the full name as it appears on the account and your full name if different? To send a Private Message, please click "Comcast_Support” and click “send a message".  

 


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