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*** Internet service interruptions - 10x per day

New Poster

*** Internet service interruptions - 10x per day

My internet service has been going down at least 10 times per day.   I observed the problem started around the same time my speeds were increased from 75 to 100Mbps on 12/23/2017.  My modem shows these service interruptions as T3 timeouts - when the modem does not receive a response within a specified time from the CMTS to a RNG-REQ message, it reboots itself.  I have contacted Xfinity support twice but their Tier-1 staff is limited in the services they can perform.  The first time they performed a "health check" and of course everything looked fine from their end.  The second time they suggested dispatching a tech but I am not convinced the problem is related to my home equipment.  If anyone reading this can provide expertise - PLEASE help.  Thanks.

 


Accepted Solutions
New Poster

Re: *** Internet service interruptions - 10x per day

I logged a support call and had Xfinity support dispatched.  Turns out my 18-year-old cable running from the post to the house was just old.  They installed a new cable and not a single timeout since (knock on wood).  


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Expert

Re: *** Internet service interruptions - 10x per day

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 ?


New Poster

Re: *** Internet service interruptions - 10x per day

I logged a support call and had Xfinity support dispatched.  Turns out my 18-year-old cable running from the post to the house was just old.  They installed a new cable and not a single timeout since (knock on wood).  

Expert

Re: *** Internet service interruptions - 10x per day

Hope things hold up for you. Good luck !