Community Forum

Internet goes out daily around 3pm

New Poster

Internet goes out daily around 3pm

My internet disconnects for a few minutes most days at 3pm. Sometimes it will disconnect at other times as well. 

To add to the frustration, the live chat doesn't work because it says "please enter a valid zip code" without having any option to enter a zip code anywhere.

Trying to call comcast puts me in touch with someone overseas who tells me to reset my modem.

Until some broadband competition comes to my area and I can fire this awful company, what are my options?

Expert

Re: Internet goes out daily around 3pm

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 ?




I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
New Poster

Re: Internet goes out daily around 3pm

This is what the modem stats page has:

 

Starting Frequency

<tabindex=-1>Startup Procedure</tabindex=-1>
Procedure Status Comment
Acquire Downstream Channel 585000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv6 only

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 9 585000000 Hz -13.3 dBmV 37.2 dB 2680723521 87 10
2 Locked QAM256 1 537000000 Hz -13.1 dBmV 37.3 dB 2416064440 17 0
3 Locked QAM256 2 543000000 Hz -13.2 dBmV 37.1 dB 2416072703 27 0
4 Locked QAM256 3 549000000 Hz -13.9 dBmV 36.7 dB 2416078808 59 22
5 Locked QAM256 4 555000000 Hz -13.3 dBmV 37.0 dB 2416090161 23 0
6 Locked QAM256 5 561000000 Hz -13.3 dBmV 37.0 dB 2416100030 13 0
7 Locked QAM256 6 567000000 Hz -13.3 dBmV 37.2 dB 2416109597 32 29
8 Locked QAM256 7 573000000 Hz -13.3 dBmV 37.3 dB 2416117554 39 23
9 Locked QAM256 8 579000000 Hz -13.5 dBmV 37.1 dB 1935998454 74 27
10 Locked QAM256 10 591000000 Hz -13.0 dBmV 37.3 dB 1936008456 73 0
11 Locked QAM256 11 597000000 Hz -12.6 dBmV 37.1 dB 1936016869 75 30
12 Locked QAM256 12 603000000 Hz -13.0 dBmV 37.3 dB 1936025296 49 50
13 Locked QAM256 13 609000000 Hz -12.4 dBmV 37.6 dB 1936035913 46 39
14 Locked QAM256 14 615000000 Hz -12.0 dBmV 37.7 dB 1936045649 41 54
15 Locked QAM256 15 621000000 Hz -12.5 dBmV 37.5 dB 1936053436 30 48
16 Locked QAM256 16 639000000 Hz -12.4 dBmV 37.6 dB 1936063341 13 0
17 Locked QAM256 17 645000000 Hz -12.9 dBmV 37.4 dB 4077443801 14 0
18 Locked QAM256 18 651000000 Hz -12.5 dBmV 37.6 dB 4077458994 11 0
19 Locked QAM256 19 657000000 Hz -12.3 dBmV 37.7 dB 4077473705 18 0
20 Locked QAM256 20 663000000 Hz -12.6 dBmV 37.6 dB 4077489302 7 0
21 Locked QAM256 21 813000000 Hz -13.6 dBmV 37.1 dB 4077504563 15 0
22 Locked QAM256 22 819000000 Hz -13.4 dBmV 37.2 dB 4077520280 17 0
23 Locked QAM256 23 825000000 Hz -14.1 dBmV 36.8 dB 4077534671 14 26
24 Locked QAM256 24 831000000 Hz -13.8 dBmV 36.9 dB 4077549890 14 0
25 Locked QAM256 25 837000000 Hz -13.9 dBmV 37.0 dB 4077563353 988 27
26 Locked QAM256 26 843000000 Hz -13.6 dBmV 37.0 dB 4077579912 10 0
27 Locked QAM256 27 849000000 Hz -14.8 dBmV 36.5 dB 4077590166 2899 1237
28 Locked QAM256 28 855000000 Hz -14.5 dBmV 36.4 dB 4077610535 12 0
29 Locked QAM256 29 861000000 Hz -14.3 dBmV 36.4 dB 4077618768 12 0
30 Locked QAM256 30 867000000 Hz -15.5 dBmV 35.8 dB 4077620529 8 0
31 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 1 17300000 Hz 46.3 dBmV
2 Locked ATDMA 2 23700000 Hz 47.3 dBmV
3 Locked ATDMA 3 30100000 Hz 51.5 dBmV
4 Locked ATDMA 4 36500000 Hz 52.5 dBmV
5 Not Locked Unknown 0 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Hz 0.0 dBmV

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked 0, 255 48 722000000 Hz -12.7 dBmV 36.0 dB 1108 ~ 2987 32696987015 30552138796 0
2 Not Locked 0, 255 0 0 Hz -12.6 dBmV 0.0 dB 0 ~ 4095 0 0 0

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV
New Poster

Re: Internet goes out daily around 3pm

@EG 

 

Hardware Version 2.02
 
Firmware Version V2.01.02
 
   
 
CM certificate Installed
 
   
 
 
Expert

Re: Internet goes out daily around 3pm

The downstream power is too weak / out of spec and the upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, and speed and latency problems.

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.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employee

Re: Internet goes out daily around 3pm

wh1012, Thanks for letting us know about your connectivity issues. Intermittent connectivity is probably some of the most frustrating internet issues I've experienced so I am invested to get this resolved for you! I agree with EG-- your signal levels are a little lower than I would expect so I'd like to take a closer look into this. Please send me a private message with your full name for help. Just click my name and then on the next page, you'll see an option to send me a private message on the top right hand side.  


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
New Poster

Re: Internet goes out daily around 3pm

I did have a splitter in the line, I bought a coax coupler to remove the splitter and these are the settings I have now:

 

Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency

<tabindex=-1>Startup Procedure</tabindex=-1>
Procedure Status Comment
Acquire Downstream Channel 867000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv6 only

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 30 867000000 Hz -8.5 dBmV 37.5 dB 569883297 84 343
2 Locked QAM256 1 537000000 Hz -6.1 dBmV 38.8 dB 626704214 10081 15605
3 Locked QAM256 2 543000000 Hz -6.7 dBmV 38.8 dB 626680845 9929 15807
4 Locked QAM256 3 549000000 Hz -7.1 dBmV 38.5 dB 379330183 2959 3269
5 Locked QAM256 4 555000000 Hz -7.4 dBmV 38.4 dB 626712957 9350 15281
6 Locked QAM256 5 561000000 Hz -7.6 dBmV 38.4 dB 626761797 11873 15802
7 Locked QAM256 6 567000000 Hz -7.3 dBmV 38.6 dB 626742156 11043 14945
8 Locked QAM256 7 573000000 Hz -7.4 dBmV 38.7 dB 626809444 10524 14094
9 Locked QAM256 8 579000000 Hz -7.1 dBmV 38.8 dB 626825384 10642 15750
10 Locked QAM256 9 585000000 Hz -7.3 dBmV 38.7 dB 626853805 10485 14998
11 Locked QAM256 10 591000000 Hz -7.3 dBmV 38.5 dB 626863801 11381 14972
12 Locked QAM256 11 597000000 Hz -6.8 dBmV 38.7 dB 379515284 1303 685
13 Locked QAM256 12 603000000 Hz -6.7 dBmV 38.9 dB 626880136 11378 20289
14 Locked QAM256 13 609000000 Hz -6.2 dBmV 39.0 dB 626905113 10543 14304
15 Locked QAM256 14 615000000 Hz -6.2 dBmV 39.0 dB 626912140 11046 15008
16 Locked QAM256 15 621000000 Hz -6.1 dBmV 39.0 dB 626915327 11276 15122
17 Locked QAM256 16 639000000 Hz -6.6 dBmV 38.9 dB 626933251 10258 13855
18 Locked QAM256 17 645000000 Hz -6.8 dBmV 38.9 dB 626937779 10759 15284
19 Locked QAM256 18 651000000 Hz -6.7 dBmV 39.0 dB 626943907 10061 14961
20 Locked QAM256 19 657000000 Hz -7.2 dBmV 38.8 dB 626950349 11192 14554
21 Locked QAM256 20 663000000 Hz -7.1 dBmV 39.0 dB 626954248 10172 15168
22 Locked QAM256 21 813000000 Hz -6.7 dBmV 39.2 dB 626963124 9986 13969
23 Locked QAM256 22 819000000 Hz -6.7 dBmV 39.2 dB 626970478 9970 13035
24 Locked QAM256 23 825000000 Hz -6.9 dBmV 39.0 dB 626974637 9847 13771
25 Locked QAM256 24 831000000 Hz -6.7 dBmV 39.0 dB 626981290 9928 13455
26 Locked QAM256 25 837000000 Hz -7.2 dBmV 38.8 dB 626986388 9891 12980
27 Locked QAM256 26 843000000 Hz -7.1 dBmV 38.9 dB 626991706 9671 13645
28 Locked QAM256 27 849000000 Hz -7.7 dBmV 38.7 dB 626994587 9736 13021
29 Locked QAM256 28 855000000 Hz -7.8 dBmV 38.6 dB 626996339 9938 14471
30 Locked QAM256 29 861000000 Hz -8.0 dBmV 38.5 dB 626994240 9699 14593
31 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 1 17300000 Hz 45.3 dBmV
2 Locked ATDMA 2 23700000 Hz 53.0 dBmV
3 Locked ATDMA 3 30100000 Hz 47.8 dBmV
4 Locked ATDMA 4 36500000 Hz 49.0 dBmV
5 Not Locked Unknown 0 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Hz 0.0 dBmV

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked 0, 255 48 722000000 Hz -5.4 dBmV 38.3 dB 1108 ~ 2987 1248207122 1166327842 0
2 Not Locked 0, 255 0 0 Hz -5.8 dBmV 0.0 dB 0 ~ 4095 0 0 0

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV
Highlighted
Expert

Re: Internet goes out daily around 3pm

FWIW, it could still be better. And channels 2 and 4 on the upstream are still too high.

 

Bottom line: Live with it a while and see if you still have the same problem. Good luck !



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
New Poster

Re: Internet goes out daily around 3pm

I haven't had an outage yet since the splitter was removed, so hopefully that took care of it. Thank you for the help.

Expert

Re: Internet goes out daily around 3pm

It's only one day.... Good luck !!



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!