Internet disconnecting multiple times per day

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 ?

TG1682G Xfinity box with dual-band wifi.  Sequence of events appears to be that the box looses connection to the Internet which means both wifi bands do also, the box recognizes that it's not connected and eventually reconnects itself, followed of course by wifi coming back online.  It's happened about 4 or 5 times already this morning. 

For a test, does a computer hardwired directly to the 1682 with an ethernet cable have the same problem ?

Yes.  I have a PC directly connected to the Xfinity box via ethernet cable and it also alerts me when it doesn't have internet connectivity.   It usually tells me first, and then I'll notice wifi going out throughout the house (OOMA VOIP drops, iPhone looses connection, etc.).  Eventually everything will come back up once the Xfinity modem resyncs itself after a while.

O/k so the signal stats are good. Would you please post the RF error / event log entries too.

I would if I could.  Under Troubleshooting > Logs, when I click on "Show Logs" for either System, Event or Firewall logs for today, it goes off and shows a "Operation in Progress" msg for 10 or 15 seconds which then goes away, but once that occurs, no logs appear for either Printing or Downloading.  It's as though there aren't any.  I did make sure I had Internet connectivity when I did this, so I don't know if it's not recording any logs, or they're further upstream and I have no access to them.  I also tried to get logs for past time periods; no luck there either.

I've scheduled a technician visit for tomorrow afternoon.  Should I keep it and, if so, what should I tell him?

O/k well we've seen a number of posts here lately that indicate that a recent firmware update pushed by CC may have disabled the error log viewing in some or all of their gateway devices so I'm not surprised that you can't view them. This was a big mistake on their part IMO.......

Yep. Keep the appointment and show the tech this thread if you feel that you need to. I'll add that although it may or may not be the root cause of the issue, point out to the tech that the downstream power levels are a bit on the weak side and that they may be intermittently fluctuating even lower to out of spec levels. Good luck, and please post back with how things turn out.

The tech came out today.  Didn't find anything obvious wrong, but he did replace an old cable wall outlet and installed an amp in place of the house's 3-way splitter.  I'll watch things for a while and see if I see any more dropouts - if they continue he recommended swapping out the gateway (same model) to see if perhaps something's wrong with mine.  He thinks it's unlikely, but worth a try if the amp doesn't fix things.  Downstream readings are more robust now:

Yep. Looks better. Hope this does the trick for you. Good luck !

So far, so good, but I wanted to ask a question about the downstream results I'm seeing.  In the mornings, the channel values typically range from around -1.0 dBmv to +1.0 dBmv, while in the afternoons, those same values are always higher, from maybe -0.2 dBmv to +1.8 dBmv (different for different channels).  Any thoughts on what might be different in the AM vs. PM?

Thanks for the info.  Should be interesting to see what the variation becomes in winter when we sometimes get down to -20 deg. F.

The AGC (Automatic Gain Control) circuits in the line amplifiers are designed to keep the signal fairly stable regardless of outside conditions. More than a 3-4 dB variation indicates a problem.

I suspect that something somewhere must have been causing signal dropouts prior to the tech installing the new amp, since nominal levels pre-amp were typically in the -6 to -8 range and, although low, were usually enough to maintain connectivity most of the time, particularly from mid-day onward.  The tech stated that signal levels to the outside connection at the rear of the house were fine, so the amp seems to have compensated for in-house cable losses.  That's good and perhaps any continuing signal dropouts (if they exist) are basically benign to my gateway now since it's starting from much higher nominal signal levels.

One thing I have noticed that's different is that before the amp installation I was getting thousands of correctable codeword errors along with hundreds of uncorrectable errors on many channels, while now with the amp inserted, at most I see a couple dozen correctable codeword errors on 4 or 5 channels with zero uncorrectable errors.  I assume if external things start acting up again, I'll probably start seeing many more correctable and uncorrectable codeword errors.  Does that sound like a good assumption?

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@tsmccull wrote:

I assume if external things start acting up again, I'll probably start seeing many more correctable and uncorrectable codeword errors.  Does that sound like a good assumption?

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Yes. A more poor quality of the connection will result in more line noise (lower SNR values) / more bit errors.