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Loss of internet service

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Regular Visitor

Loss of internet service

Internet is down, has been since yesterday. Tried calling but it loops and says to reset before they connect an agent and then wont connect to an agent.

Unplugged all connections, made sure they were tight when reconnecting. Xfinity wifi backup service is out and well. Can not schedule a tech to fix. Checked outages. None reported. Ran the app to test connection, says it's working fine. Tried everything.
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New Poster

Re: Loss of internet service

This is happening to us! Unplugged everything to remove potential static build up, no reported outages, modem working fine, computer working fine, but no internet. Me thinks Xfinity is lying.
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Contributor

Re: Loss of internet service

best place to start is looking at signal levels by going into modem gui.  10.0.0.1,  192.168.100.1. etc

 

The coax line won't have static build up.  it is grounded were it enters your house.

 

the channels it locks onto should be closest to 0 in the dB scale,  if your -/+5 dB on the channels it could lead to disconnects or not connecting at all. 

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Expert

Re: Loss of internet service

@Jbmeth007 

 

"if your -/+5 dB on the channels it could lead to disconnects or not connecting at all. "

 

The range is -10 to +10

 

Specification      Min             Max
Downstream Power Level    
Cable Modems -10dBmV +10dBmV
Gateways and EMTAs -7dBmV +7dBmV
Downstream Signal to Noise Ratio 35dB -
Upstream Power Level +35dBmV +50dBmV
Upstream Signal to Noise Ratio 31dB -
Upstream Receive Power -2dBmV +2dBmV


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Regular Visitor

Re: Loss of internet service

Just went in, they gave me a different modem to try. I'll play the game for now but I'm about to cancel the contract. They wont send a tech. This has happened before, a competitor or tech accidentally unplugged us. Theres 0 signal in