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Internet drops 3-4 times a day

v300
Frequent Visitor

Internet drops 3-4 times a day

A few weeks back, xfinity came to my neighborhood to do ground work or something, the mail says "we'll be working to enhance and strengthen the network in your neighborhood" but after they finished, my internet drops for a few minutes about 3-4 times a day.

 

I've tried restarting router and modem and unplugging them for a few minutes, I've also tried restarting the router and modem from the website. My PC is hardwired/ethernet to it and still drops, along with the wifi.

 

Modem: Motorola SB6141

Router: TP-Link AC1750

 

 

EG
Expert

Re: Internet drops 3-4 times a day

Start with the modem's signal stats. Perhaps they already are, or they are close to being out of spec and intermittently they go completely of spec. Try getting them here http://192.168.100.1 

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.




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v300
Frequent Visitor

Re: Internet drops 3-4 times a day

Downstream Power Level: -8 dBmV 

 

Signal to Ratio: 38 dB

 

Upstream Power Level: 49 dBmV

 

 

EG
Expert

Re: Internet drops 3-4 times a day

The downstream power is on the low / weak side and the upstream power is on the high side and they may be intermittently fluctuating even farther to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


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v300
Frequent Visitor

Re: Internet drops 3-4 times a day

Well, I've tried a few things and it still doesn't work correctly. Also looks like multiple people are having this issue.

EG
Expert

Re: Internet drops 3-4 times a day

Local signal / connectivity problems typically look like they are global, but 95% of the time they are at the individual's premises or the neighborhood infrastructure.

 

That said, if there is nothing that applies, then as stated, you'll need a tech out to investigate  / correct the problem.

 

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. 

Good luck !

 

 

 



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v300
Frequent Visitor

Re: Internet drops 3-4 times a day

I had a tech come in, he checked around and mentioned that multiple neighborhoods in the area are having the same issue. Still having the same issue. I even tried disabling the wifi/router and leaving my PC plugged into the modem and it still went down (He suggested I purchase a new router). Now it's either a modem issue or xfinity's issue, but I lean towards him mentioning multiple times to me that multiple neighborhoods are having this issue.