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.
Is this with a WiFi connection ? If so, for a test, does a computer hardwired directly to the router / gateway device with an ethernet cable have the same problem ?
Those are error log entries. I need to see the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 9 603000000 Hz -0.5 dBmV 42.8 dB 0 0
2 Locked QAM256 30 507000000 Hz -1.9 dBmV 40.7 dB 0 0
3 Locked QAM256 31 513000000 Hz -1.1 dBmV 42.5 dB 0 0
4 Locked QAM256 32 519000000 Hz -0.6 dBmV 42.9 dB 0 0
5 Locked QAM256 33 525000000 Hz -0.4 dBmV 43 dB 0 0
6 Locked QAM256 34 531000000 Hz -0.2 dBmV 43.1 dB 0 0
7 Locked QAM256 35 537000000 Hz -0.2 dBmV 43.1 dB 0 0
8 Locked QAM256 36 543000000 Hz -1.1 dBmV 40.4 dB 0 0
9 Locked QAM256 37 549000000 Hz -1.3 dBmV 42.3 dB 0 0
10 Locked QAM256 1 555000000 Hz -1.5 dBmV 42.4 dB 0 0
11 Locked QAM256 2 561000000 Hz -1.1 dBmV 41.8 dB 0 0
12 Locked QAM256 3 567000000 Hz -0.8 dBmV 43 dB 0 0
13 Locked QAM256 4 573000000 Hz -0.4 dBmV 43.2 dB 0 0
14 Locked QAM256 5 579000000 Hz 0 dBmV 43.5 dB 0 0
15 Locked QAM256 6 585000000 Hz -0.1 dBmV 43.2 dB 0 0
16 Locked QAM256 7 591000000 Hz -0.1 dBmV 43.2 dB 0 0
17 Locked QAM256 8 597000000 Hz -0.1 dBmV 43.1 dB 0 0
18 Locked QAM256 10 609000000 Hz -0.6 dBmV 43.2 dB 0 0
19 Locked QAM256 11 615000000 Hz -0.9 dBmV 42.6 dB 0 0
20 Locked QAM256 12 621000000 Hz -0.6 dBmV 43.1 dB 0 0
21 Locked QAM256 13 627000000 Hz -0.3 dBmV 43.2 dB 0 0
22 Locked QAM256 14 633000000 Hz -0.2 dBmV 43.2 dB 0 0
23 Locked QAM256 15 639000000 Hz -0.5 dBmV 43.2 dB 0 0
24 Locked QAM256 16 645000000 Hz -0.6 dBmV 43.2 dB 0 0
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 90 5120 Ksym/sec 30100000 Hz 44.5 dBmV
2 Locked ATDMA 89 5120 Ksym/sec 36500000 Hz 45 dBmV
3 Locked ATDMA 91 5120 Ksym/sec 23700000 Hz 44.3 dBmV
4 Locked ATDMA 92 5120 Ksym/sec 17300000 Hz 44 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
The signal stats are o/k but the error log entries indicate 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 will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !
It looks the the cable modem was just reset before posting the numbers as the corrections were all zeros. However, the Cable modem stats look very good for both S/N and power. Much better than what I see on my modem but I do not see the drop.
Need to check your equipment side.
1) do you see the drop from the other equipment such as laptop, TV streaming or tablet?
2) How long the drop last?
3) Does it restore automatically or do you need to reset the modem
4) Is the drop tied to the Zoom or downloading (streaming)?
5) What is the model of cable modem?
6) Is the cable modem new when it was registered to Comcast service?
This matter is already escalated to the Comcast Corporate employees...
I spoke with my closest neighbor who also has Xfinity (2 doors down). He is also having the same issue. He used to work for Comcast and said the issue is definitely from pedestal to pedestal or between the pedestal and the node (sp?). I asked him why he hasnt done anything about it and he replied that he didn't want to go through what I've gone through the past two weeks (but thanked me for my efforts to this point 🙂 ) when it's just an annoyance for him.
That's too bad because the more people that complain, the more effective the response will be. Good luck with it ! Please post back with how it goes.
Hello, CvilleChef! I'm glad you reached out to us for help with your services.
Many of us are working from home too and definitely understand how important it is to have a consistent and reliable connection. I'd love to take a closer look and help monitor the work going on to make sure we get this fixed. Please send me a private message with your first and last name, as well as your service address so I can assist.
To send a private message, click my name "ComcastTambrey", then click "send a message".
I'd like to see the follow up to this in a week to see if they somehow set your account as a temporary priority(since you may have doubled your bill with a faster connection and new modem rental) to get full speed for a bit and it falls off again, or if it is a permanent fix. Especially since the tech said it was not a problem stemming from your property but somehow upgrading equipment on your property fixed it. And unless you have several people in your house streaming on a bunch of wi-fi connected devices all at once every other appliance in your house could have a connection and it should not have fazed your router. So unless Xfinity hotspot is piggybacking off the router creating a public connection you can't set a password for and all of your neighbors in range are using that I don't see how 100Mbps is not enough. None of that would explain all the dropped connections
Agree. Plan speed shouldn't be a factor in T3 timeouts. Will be interested to see if the problem is actually fixed. If it has abated, would seem to point more to a hardware issue
I have a very similar sounding problem:
I have the exact same issue as well here in Seattle. Techs have been out three times. Swapped modems. Changed all the cables and connectors. Checked connections up and down the street. Checked the upstream and downstream signals looked good. Last guy was here for 2 hours and seemed really competent but he had no clue what might be causing this.
Has anyone had a resolution?