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Internet keeps dropping

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New Poster

Internet keeps dropping

I'm not sure if my modem (rented from Comcast) is going on the fritz, or there is an issue with the network, but starting today, the modem has been dropping the internet connection every 30 minutes or so.  Restarting the modem gets it working for a while, but then it happens again.  Like I said, not sure if its the modem or something else, but the Xfinity app says there are no outages/etc. in my area.

 

Any ideas?  How could I go about requesting a modem swap?

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Expert

Re: Internet keeps dropping

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 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 ?

Is this a WiFi connection ?



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New Poster

Re: Internet keeps dropping

Model: TG1682G

Make: ARRIS Group, Inc.

 

It is happening on both wireless and wired (ethernet) connections.

 

Upstream power level:

 

Upstream
Channel Bonding Value
1
2
3
4
5
6
7
8
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
29.20 MHz
16.40 MHz
22.80 MHz
35.60 MHz
 
 
 
 
5120 KSym/s
5120 KSym/s
5120 KSym/s
5120 KSym/s
 
 
 
 
49.50 dBmV
48.00 dBmV
48.00 dBmV
49.50 dBmV
 
 
 
 
64 QAM
64 QAM
64 QAM
64 QAM
 
 
 
 
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
 

 

Downstream power level and Signal to Noise:

Downstream
Channel Bonding Value
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
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Not Locked
Not 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
483.00 MHz
399.00 MHz
405.00 MHz
411.00 MHz
417.00 MHz
423.00 MHz
435.00 MHz
441.00 MHz
453.00 MHz
459.00 MHz
465.00 MHz
471.00 MHz
477.00 MHz
489.00 MHz
495.00 MHz
501.00 MHz
507.00 MHz
513.00 MHz
519.00 MHz
525.00 MHz
531.00 MHz
537.00 MHz
543.00 MHz
549.00 MHz
 
 
 
 
 
 
 
 
37.36 dB
40.95 dB
40.95 dB
40.37 dB
39.40 dB
38.61 dB
38.61 dB
38.98 dB
38.98 dB
38.61 dB
----
----
37.36 dB
37.36 dB
37.64 dB
37.64 dB
37.64 dB
37.64 dB
37.64 dB
37.36 dB
38.26 dB
38.61 dB
38.61 dB
38.98 dB
 
 
 
 
 
 
 
 
1.80 dBmV
2.90 dBmV
3.30 dBmV
3.20 dBmV
2.70 dBmV
1.70 dBmV
-0.10 dBmV
-0.50 dBmV
0.70 dBmV
2.70 dBmV
----
----
6.00 dBmV
-1.90 dBmV
-3.90 dBmV
-4.80 dBmV
-4.60 dBmV
-2.80 dBmV
0.00 dBmV
4.60 dBmV
7.90 dBmV
6.10 dBmV
3.00 dBmV
1.00 dBmV
 
 
 
 
 
 
 
 
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
 
 
 
 
 
 
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New Poster

Re: Internet keeps dropping

Same thing happening here.  It has been terrible for weeks but today they did a 12 hour maintance fix in this area and it has gotten 10X worse.  I spent an hour on hold waiting for a service rep that put an order in for a new modemn.  I think this is much bigger than a new modemn.  I have been a loyal comcast customer since 1992.  I am nearing my breaking point.

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New Poster

Re: Internet keeps dropping

.

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Expert

Re: Internet keeps dropping

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, 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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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!
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New Poster

Re: Internet keeps dropping

I tried to have a technician scheduled but Comcast said that they are not sending technicians out currently.  I guess I will check if AT&T is sending techs since fiber is in our neighborhood.  I hate to leave Comcast but with connection not reliable for work or school, I don't have an option.  They are suppose to be sending a new modemn but I think you are right....it's a bad splitter or something more on those lines.  

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Regular Visitor

Re: Internet keeps dropping

Mine was doing that for awhile, the only fix finally  was outside rewiring from house box to telephone pole box.  A squirrel or bird or something had chewed through the wire in the 7 years it was there and exposed it to high and low temperatures.  Also, during Covid, they will tell you they won't send somebody out but say you want to talk to a supervisor and complain enough and they will eventually.  

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New Poster

Re: Internet keeps dropping

I just had a service tech out here and he solved the issues. First issue was the old cable line going thru the attic with an extender in the middle of the run. The copper at the connector head was bent making the signal bounce around and the tap from the street to the box had signal loss too and ran a new line to the house. He replaced everything and tested signal at each point until it was green. So solution is to get rid of any old wiring or old splitters in the attic and run a new line to the box. He was able to enter my house I know some areas can't but if they can that is where the problem is
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New Poster

Re: Internet keeps dropping

the signal loss is most likely due to an old cable or splitter in the run thru your attic or apt bldg. I've had the same issues and a tech came out today and did signal checks at each point of connection and it was losing signal from a tap in the attic to the box on outside of house. Replace any old cable or splitters in the wall or attic to start, these new boxes need new cable wiring to work or the signal fluctuates and causes a reset