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Internet disconnects same exact minute, most every hour, last 2+ weeks

jb00
New Poster

Internet disconnects same exact minute, most every hour, last 2+ weeks

I'm getting disconnects most every hour at the same exact minute, we have had the same setup here for years and never had this many constant disconnects.

 

Last few days the phone reps have just told to power/reset modem a total of 5 times or better. Yesterday I was told on the phone there was an outage that would be resolved at 10:56pm, but it didn't. Tried calling today and customer service phones were totally down for a while, once back up I got the robot to ask me to do another reset, no help.

 

When it goes out, no lights on the modem go out, and it's back up and going in 30-90 seconds. After I noticed it was the exact same minute every day, just recently I made a log of when I was using my computer and it disconnected:

 

5/26 7:06pm, 11:06pm

5/27 7:36pm, 11:36pm

5/28 7:36pm, 11:36pm

5/29 7:36pm, 11:36pm, 12:36am

5/30 9:36pm, 11:36pm

5/31 11:10pm, 1:10am

6/01 8:28pm, 10:28pm, 11:28pm, 12:28am, 1:28am

6/02 7:28pm, 10:28pm, 11:28pm

6/03 4:29pm

 

Some technical data:

Cable Modem
HW Version: 5
Vendor: 11052019
BOOT Version: 1.2.1.62
Core Version: 9.1.103M2AQ.SIP.PC20.CT
Model: TG862G
Product Type: TG862G
Flash Part: 32MB
Download Version: 9.1.103M2AQ.SIP.PC20.CT
Serial Number: E66BSLEGC553546
Downstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
621MHz
627MHz
639MHz
645MHz
651MHz
657MHz
663MHz
669MHz
SNR
37.6dB
37.9dB
37.3dB
37.6dB
37.9dB
36.8dB
37dB
38.9dB
Power Level
1.6dBmV
1.4dBmV
1dBmV
0.5dBmV
0.6dBmV
0.9dBmV
0dBmV
0.1dBmV
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
Upstream Channel Bonding Value
Index 1 2 3 4
Lock Status Locked Locked Locked Locked
Frequency 16.6MHz 23MHz 29.4MHz 35.8MHz
Symbol Rate 5120KSym/sec 5120KSym/sec 5120KSym/sec 5120KSym/sec
Power Level 47dBmV 47dBmV 47dBmV 47dBmV
Modulation QAM64 QAM64 QAM64 QAM64
CM Error Codewords
 
Index
1
2
3
4
5
6
7
8
Unerrored Codewords 11771965 11780016 11754879 11736014 11746582 11732923 11735433 11734284
Correctable Codewords 0 0 0 0 0 0 0 0
Uncorrectable Codewords 0 0 0 0 0 0 0 0
Disconnected all splitters I could find and still same thing happens, I'd really like to find the cause of the problem, because this isn't useful internet the way it's been.
jb00
New Poster

Re: Internet disconnects same exact minute, most every hour, last 2+ weeks

Still happening, I've tried

-a couple hard resets on gateway modem/router (all in one device)

-setting a static ip address, no change so back to default

-checking ip lease times, they are a week apart. (ip lease times were left out when using a static ip, is that due to it not changing?

-traceroute and ping tests that show up normal when connected to internet

 

Every xfinity person I've spoken to has a different story: there's an outage that will be fixed the same day, another told me that I was only connecting to two towers and I should be connecting to 6 (I know nothing about this at the moment, is that sound advice?). Yesterday I was told to not call back till a tech comes, and a tech can't come out for over 10 days because of the risk with co-vid but my neighbor had a xfinity truck over their house 2 days ago. I don't mind to wait due to crisis, but I hate paying premium prices just to be lied to and possibly being told BS, I am not a fan of this.

 

Anyone gone through this and have some ideas?

jb00
New Poster

Re: Internet disconnects same exact minute, most every hour, last 2+ weeks

Well over a month dealing with this happening every day, and comcast won't do anything to help since "it is not disconnected at the moment when talking to them on the phone." They refuse to send a replacement modem or send a tech out to try and help, even when xfinity told to us they were, and when we call back they know nothing about it, and will do nothing further.

 

I think the best thing to do, is if you have other internet options other than xfinity in your area go with them!!! We are going to look into AT&T, T-Mobile, and others if anyone has some recommendations.

huang143
New Poster

Re: Internet disconnects same exact minute, most every hour, last 2+ weeks

I have the same issue that my wifi disconnects exactly every hour for about 1 min. It turns out that it is not a problem with the modem, but a problem with the network adapter driver in my Windows 10 computer. Just try "roll back driver" or "update driver" (search online how to do it specifically). For me it solved the issue

 

 

Hope this helps

fhahnel
New Poster

Re: Internet disconnects same exact minute, most every hour, last 2+ weeks

I have had the same issue for the last two weeks.  Internet goes out for 2 to 4 minutes at 42 or 48 after the hour randomly.

 

We will be moving to another provider soon since this isn't being resolved.

burlivo
New Poster

Re: Internet disconnects same exact minute, most every hour, last 2+ weeks

I have the same problem. Just connected to Comcast. Called to a customer representative and he told me that was because I wasn't registered. So I registered, but the problem persists. 

 

Every 30 mins or so my modem goes off. The lighst aren't on. I need to reboot the modem and it works. Then again goes of.