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Internet constantly disconnecting.

Contributor

Internet constantly disconnecting.

My internet has been constantly disconnecting now for over two months.  I have had techs here severaal times over the last two months and they have checked everything. I even changed the RG 59 to an RG6 and it is still happening. Sometimes every 5 minutes and even less than that. Getting pretty frustrated with COMCAST internet.

Someone have any clue as to what the fix is?

 

Expert

Re: Internet constantly disconnecting.

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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Contributor

Re: Internet constantly disconnecting.

I can not seem to get the upload and down load speeds from the router.

The techs had installed the new X1 router.  

Contributor

Re: Internet constantly disconnecting.

I have a Lynksys router attached from the Xfinity router. That has never been an issue.

The disconnect starts at the xfinity router. It seems to get pretty hot but not sure if that would cause the disconects.

Expert

Re: Internet constantly disconnecting.

We need to see the power levels and the SNR's, not the "speeds"..

 

Also, if you are hanging a stand-alone / separate router off of the gateway device, and the gateway is not in *bridge mode*, you are cascading 2 routing devices which results in an undesirable "double NAT" condition on your home network.

Google "double NAT" for info about its potential pitfalls.

http://10.0.0.1 should work for that gateway. The default username is admin and the default password is password



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Contributor

Re: Internet constantly disconnecting.

Hi, Gateway is in bridge mode.

Sorry about the confusion. I meant the upstream and down stream levels.

Still tryiong to get them.

Expert

Re: Internet constantly disconnecting.

O/k, in bridge mode, http://192.168.100.1 should work.



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Contributor

Re: Internet constantly disconnecting.

Hi again,
Does this look like what you had asked for?
 
Active
Local time:2019-07-20 12:39:44
System Uptime:1 days 10h: 13m: 54s
WAN IP Address (IPv4):75.67.191.64
WAN Default Gateway Address (IPv4):75.67.184.1
WAN IP Address (IPv6):2001:558:6017:128:3574:745c:4281:c597
WAN Default Gateway Address (IPv6):
Delegated prefix (IPv6):2601:180:4100:5a01::/64
Primary DNS Server (IPv4):75.75.75.75
Secondary DNS Server (IPv4):75.75.76.76
Primary DNS Server (IPv6):2001:558:feed::1
Secondary DNS Server (IPv6):2001:558:feed::2
WAN Link Local Address (IPv6):fe80::d6b9:2fff:fea9:22a4
DHCP Client (IPv4):Enabled
DHCP Client (IPv6):Enabled
DHCP Lease Expire Time (IPv4):2d:3h:33m
DHCP Lease Expire Time (IPv6):49710d:6h:28m
WAN MAC:D4:B9:2F:A9:22:A4
eMTA MAC:D4:B9:2F:A9:22:A3
CM MAC:D4:B9:2F:A9:22:A2

Initialization Procedure

Initialize Hardware:Complete
Acquire Downstream Channel:Complete
Upstream Ranging:Complete
DHCP bound:Complete
Set Time-of-Day:Complete
Configuration File Download:Complete
Registration:Complete

Cable Modem

HW Version:2.2
Vendor:Technicolor
BOOT Version:S1TC-3.49.18.14
Core Version:1.0
Model:CGM4140COM
Product Type:XB6
Flash Part:8192 MB
Download Version:Prod_18.1_d31 & Prod_18.1
Serial Number:152930069036410445
Downstream
Channel Bonding Value
Index
21
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
22
23
24
25
26
27
28
29
30
31
32
159
 
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
627 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
675 MHz
681 MHz
687 MHz
693 MHz
702 MHz
641600000
SNR
41.3 dB
42.2 dB
42.1 dB
41.8 dB
41.8 dB
42.1 dB
42.1 dB
42.1 dB
42.0 dB
41.9 dB
41.8 dB
41.9 dB
41.7 dB
42.0 dB
42.0 dB
41.9 dB
41.6 dB
41.4 dB
41.2 dB
41.4 dB
41.2 dB
41.0 dB
40.9 dB
40.7 dB
40.8 dB
40.9 dB
41.0 dB
40.8 dB
39.4 dB
40.7 dB
40.7 dB
40.6 dB
15.5 dB
NA
Power Level
0.5 dBmV
0.3 dBmV
0.0 dBmV
0.4 dBmV
0.3 dBmV
0.1 dBmV
0.1 dBmV
0.2 dBmV
0.0 dBmV
0.1 dBmV
0.2 dBmV
0.2 dBmV
0.2 dBmV
0.2 dBmV
0.4 dBmV
0.1 dBmV
0.4 dBmV
0.5 dBmV
0.8 dBmV
0.7 dBmV
0.6 dBmV
0.7 dBmV
-1.0 dBmV
-1.3 dBmV
-1.1 dBmV
-1.0 dBmV
0.8 dBmV
0.6 dBmV
0.6 dBmV
0.8 dBmV
0.9 dBmV
0.9 dBmV
0.0 dBmV
NA
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
OFDM
Upstream
Channel Bonding Value
Index
1
2
3
Lock Status
Locked
Locked
Locked
Frequency
36 MHz
30 MHz
23 MHz
Symbol Rate
5120
5120
5120
Power Level
35.0 dBmV
34.5 dBmV
34.5 dBmV
Modulation
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
CM Error Codewords
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
Unerrored Codewords
309549711
3867399351
3867441586
3867482683
3867519958
3867564648
3867608844
3867652018
3473822217
3473877687
3473949357
3474002943
3474055383
3474114358
3474171449
3474229947
3304340563
3304399920
3304459265
3304515682
3304575317
3304633425
3304686275
3304747162
3304745001
3304803035
3304861307
3304921124
3304999955
3305056994
3305063460
3305073039
309549711
Correctable Codewords
395092
512
486
455
468
415
451
462
389
316
363
338
330
339
312
323
344
315
374
302
304
327
293
291
282
228
279
281
262
299
298
263
395092
Uncorrectable Codewords
140
792
765
733
727
812
701
687
667
673
658
664
657
598
610
615
633
557
635
607
606
564
607
579
618
609
560
586
558
606
589
640
140
Expert

Re: Internet constantly disconnecting.

The stats look good ! Could you post the RF error / event log entries as well please.

 

I'll ask again. Is this with a WiFi connection ?  If so, for a test, does a computer hardwired directly to the XB6 (take the Linksys router out of the mix) with an ethernet cable have the same problem ? You'll have to power cycle the XB6 when you do so.



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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.
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Contributor

Re: Internet constantly disconnecting.

Hi, not a wifi connection.
Connected by ethernet cable from modem to router to desktop.
Ill connect direct to modem and see what happens.