Internet disconnects

[Mtp244]

Idk what to do anymore I have spoken to customer service 3 times and someone has been here 2-3 times my internet keeps disconnecting me for absolutely know reason it happens about 4-5 times a day and it’s frustrated me to the point I’m ready to switch service I pay to much money for my internet to be a constant problem this is ridiculous I have reset and they switched my modem box twice this is embarrassing and I’m done with xfinity

[EG]

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 ?

[Mtp244]

Yes it happens with WiFi but also happens when hardwired

[EG]

O/k, 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 ?

[kurt5]

Our internet connection is also terrible, it started deteriorating over the summer, now we have multiple lag spikes and high packet loss several times an hour. It disconnects completely several times a day. Rebooting the router doesn't help. Rebooting the computers and mobile devices doesn't help either. I also can't get through to a support person via the xfinity website, i get stuck in an endless loop of errors such as 'unable to schedule call back' Any help would be much appreciated, these are the modem stats:

Downstream	Channel Bonding Value
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
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	Not Locked	Not Locked	Not Locked	Not Locked	Not Locked	Not Locked	Not Locked	Not Locked
Frequency	543.00 MHz	483.00 MHz	489.00 MHz	495.00 MHz	507.00 MHz	513.00 MHz	519.00 MHz	525.00 MHz	531.00 MHz	549.00 MHz	555.00 MHz	561.00 MHz	567.00 MHz	573.00 MHz	579.00 MHz	585.00 MHz	591.00 MHz	597.00 MHz	603.00 MHz	609.00 MHz	615.00 MHz	621.00 MHz	627.00 MHz	633.00 MHz
SNR	37.64 dB	37.64 dB	37.64 dB	38.98 dB	37.64 dB	37.64 dB	37.36 dB	37.64 dB	37.36 dB	37.64 dB	37.36 dB	37.36 dB	37.64 dB	37.36 dB	37.64 dB	37.64 dB	37.36 dB	37.36 dB	37.36 dB	37.36 dB	37.36 dB	36.61 dB	37.36 dB	36.61 dB
Power Level	8.00 dBmV	9.30 dBmV	8.60 dBmV	8.20 dBmV	7.90 dBmV	7.70 dBmV	8.00 dBmV	7.60 dBmV	8.30 dBmV	7.20 dBmV	7.70 dBmV	7.40 dBmV	7.40 dBmV	7.00 dBmV	7.50 dBmV	7.20 dBmV	7.50 dBmV	6.60 dBmV	7.20 dBmV	6.50 dBmV	6.50 dBmV	5.60 dBmV	6.20 dBmV	5.80 dBmV
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

Upstream	Channel Bonding Value
Index	1	2	3	4	5	6	7	8
Lock Status	Locked	Locked	Locked	Locked	Not Locked	Not Locked	Not Locked	Not Locked
Frequency	30.10 MHz	23.70 MHz	17.30 MHz	36.50 MHz
Symbol Rate	5120 KSym/s	5120 KSym/s	5120 KSym/s	5120 KSym/s
Power Level	41.75 dBmV	41.25 dBmV	40.75 dBmV	42.75 dBmV
Modulation	64 QAM	64 QAM	64 QAM	64 QAM
Channel Type	DOCSIS2.0 (ATDMA)	DOCSIS2.0 (ATDMA)	DOCSIS2.0 (ATDMA)	DOCSIS2.0 (ATDMA)

CM Error Codewords

[EG]

The stats are o/k. Please also post the RF error /event log entries.

[kurt5]

EG, thank you very much for your time. When I open the admin console in my browser and navigate to Troubleshooting > Logs all of the logs appear to be empty. I see a drop-down with System, Firewall and Event logs, i select to view the past 90 days for each, but no records appear. I also don't see a way to view them via https://customer.xfinity.com. Is this because I'm renting a modem from Comcast and they've restricted my access to manage the device?