Community Forum

Internet disconnects

New Poster

Internet disconnects

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
Expert

Re: Internet disconnects

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 ?



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New Poster

Re: Internet disconnects

Yes it happens with WiFi but also happens when hardwired
Expert

Re: Internet disconnects

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 ?




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New Poster

Re: Internet disconnects

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
Expert

Re: Internet disconnects

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


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New Poster

Re: Internet disconnects

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?