Like others in my area, I am having multiple Internet drops, 3-5 times a day that last 4-10 minutes on average. I have seen multiple people posting on Facebook and Next Door having this issue. I have made multiple calls to customer service and they just walk me through the normal steps of rebooting the modem. I had a tech out a week ago and he was able to determine that lines and equipment were good and showed me the status check with everything green. The modem is the only device connected as we do not have TV service.
Modem is a Motorola DB8600
Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) somewhere.
There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
Hi and thank you for posting, Abiathar. We know ongoing issues of this nature can be extremely frustrating and we want to help you reach a solution. Have you happened to receive any door tag at all at your home? We sometimes leave them behind if we run checks in the area and notice a location that is not within spec. They normally just hang on your front door with a short description. I briefly checked your area, which is why I'm asking. Please let me know whenever you get a moment and depending on that, we can determine next steps. Thanks!
No door tags at any time over the last month and I verified none in the last day or so. I had a Comcast tech out on the 8th that verified all lines in the house were in spec and nothing was wrong here. I continue to see the drops, 3 before noon today, and each time, the status center shows an outage in the area and not just my specific address. Though it takes a few minutes for that status to show, it almost always shows an outage in the area.
Still going on, been nearly 2 months now. My neighbor is having the same issues and has not had any door hangers either and I continue to see random posts on social media. Not sure what, if anything, Comcast/Xfinity is doing, but I'll keep calling and complaining until either it gets fixed or they stop charging me till it is fixed. We have moved well past even ridiculous on this, it was unacceptable when it lasted more than a week. If there were options here I would have switched long ago but unfortunately, AT&T ends around the corner from me and United Communications only has up to 25 Mb DSL available.