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Internet connection unstable when using Zoom

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sfjess13
New Poster
‎03-24-2020 04:58 PM

Internet connection unstable when using Zoom

I'm starting a new thread here as I don't see any answers to the previous thread. Of course, like everyone else I'm at home working now and using Zoom a lot. Most of the time I have no issues at all but sometimes I get the "internet connection unstable" message. The connection looks strong - 5 bars. What is the problem and how do I fix it?

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EG
Expert
‎03-24-2020 05:09 PM

Re: Internet connection unstable when using Zoom

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 ?

Is this a WiFi connection ?



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natedoggy28
Frequent Visitor
‎03-25-2020 05:58 PM

Re: Internet connection unstable when using Zoom

My bet is, their network can't handle the load right now.  At least your internet works, mine completely goes down and the XB6 gateway/router resets itself for 6-8 minutes every day.   The "bars" you mentioned is probably your wifi signal, which isn't the same as internet connectivity or latency.   I've been running a continuous ping to Google's DNS servers 8.8.8.8 and having it write to a log file for the past several days and I see timeouts and destination unreachable.  I can share the powershell script if people want to try running the ping to check stability.

 


This is what it looks like when the issue is happening:

 

3/25/2020 4:25:24 PM – Reply from 8.8.8.8: bytes=32 time=21ms TTL=53
3/25/2020 4:25:25 PM – Reply from 8.8.8.8: bytes=32 time=44ms TTL=53
3/25/2020 4:25:30 PM – Request timed out.
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3/25/2020 4:26:03 PM – Reply from 73.48.25.240: Destination host unreachable.
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3/25/2020 4:26:09 PM – Request timed out.
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3/25/2020 4:26:51 PM – Request timed out.
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3/25/2020 4:26:58 PM – Reply from 73.48.25.240: Destination host unreachable.
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3/25/2020 4:30:55 PM – Request timed out.
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3/25/2020 4:31:35 PM – Request timed out.
3/25/2020 4:31:37 PM – Reply from 8.8.8.8: bytes=32 time=24ms TTL=53
3/25/2020 4:31:38 PM – Reply from 8.8.8.8: bytes=32 time=21ms TTL=53
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3/25/2020 4:31:48 PM – Reply from 8.8.8.8: bytes=32 time=20ms TTL=53

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Highlighted
natedoggy28
Frequent Visitor
‎03-25-2020 06:02 PM

Re: Internet connection unstable when using Zoom

Why was my post moved and made into a new thread?

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Highlighted
EG
Expert
‎03-25-2020 06:04 PM

Re: Internet connection unstable when using Zoom

It wasn't.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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