Internet keeps dropping

[martij7]

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?

[EG]

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 ?

[martij7]

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

[bekihere]

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.

[bekihere]

.

[EG]

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.

[bekihere]

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.  

[mark141]

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.  

[Dmazz1]

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

[Dmazz1]

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