Modem keeps dropping

[spratke]

A few days ago I woke up to my phone saying there was no internet on the WiFi network. I have a Netgear CM1200 modem and an Orbi Mesh router.

I rebooted the modem and everthing was fine. A couple of days later the same thing. Not it's every day, and a few times during the day. I've contacted Comcast, they say all the tests are fine and it's the modem, I called Netgear and since I bought it in September and it's over 90 days I need to pay for support.  But netgear assured me it's not hardware.

I just took some screen shots of the modem status and logs. Granted it's all working right now and I'll try when it's not working. but anyone have any ideas?

[EG]

Can't see your pics. Since you are a new poster, they need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.

Or copy all of the text of the status page and paste it into the body of your next post here.

[spratke]

Here are the images

Downstream - 
https://imgur.com/BCVGRVm

Other channels
https://imgur.com/iXHYRR4

Logs - 
https://imgur.com/NOmmxbT

[EG]

The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

[spratke]

Thank you for the response. I look forward to hearing from them here!

[spratke]

Things were stable yesterday after 8am.  I woke up this morning to no internet.  Here are the logs
Logs
https://imgur.com/dgBoU8u

Downstream Channels
https://imgur.com/fxzDe6O

Other Channels
https://imgur.com/9fb1Dgd

[spratke]

Another day more another morning needing a reboot

https://imgur.com/aRQIvob
https://imgur.com/0LZRr4i
https://imgur.com/hsxvaSn
https://imgur.com/vSa6MhH

What is the expected time for someone to contact me?

[EG]

We have been told that they are currently having issues with the escalations coming into their team correctly. They currently are working to get this resolved, so they will most likely be delayed for multiple days. I can try re-escalating this after a while.

[ComcastAmir]

Hi spratke, thank you for creating a post. It sounds like we may need to get a tech out to look into this for you at your home, but first I'd like to run some tests and check your signal health from my end. With the pandemic impacting so many jobs, and forcing us to work from home I know it is imperative that you have a reliable connection. For further assistance in getting this issue resolved, please send me a private message with your full name by clicking on my name (ComcastAmir) and then click "Send a message".

[spratke]

It's still dropping every morning around the same time.  It doesn't happen outside the 4am-6am window though.

[spratke]

11:12 on 1/30 uplink light was blinking and I could connect to the modem to view logs.  I verified that I was on the local WiFi network ping to 192.168.100.1 timed out

I ended up needing to reboot the modem to recover internet after waiting 5 minutes.

[EG]

Did you send the employee the requested private message ?

[spratke]

I did. I also called and they are sending someone out tomorrow

[EG]

Good luck with it ! Please post back with how it goes.

[spratke]

Tech just left, he tested our lines and said that the up channels were all over the place, and barely was getting 3 to connect.

Went outside and looked on the pole, said "the plate is super rusty and old, one of the worst I've seen".  

He scheduled maintenance to come out and replace the plate.  I'll post after that happens.

[EG]

Sounds like the issue is headed in the right direction. Thanks for posting back !

[spratke]

Less than 2h later another guy with the bucket truck and did what I assume was the plate replacement.  Time will tell if that was the solution.

[spratke]

Seems I'm still having issues.  Internet went out. All lights were good on the modem, but I could not log into it to pull logs. Had to reboot it. HEre are the logs after.

https://imgur.com/kGqA926

https://imgur.com/WI2Fcjm

https://imgur.com/rTkQWa7

[spratke]

Second tech came out. He noticed that the cable coming from the street was "stiff". His explanation was that even though we are in Michigan and it's cold it should still be flexibile.  His thought is that water got into the cable and could be causing the issues.  So he replaced the line from the pole to the house, and the grounding plate on the house.  As a precaution he also replaced the line that comes into the house.

[ComcastAmir]

Hello Brian! Thank you so much for your patience, I am more than happy to help with getting this issue resolved. For your security could you also provide your street address or account number? 

[spratke]

Another 2 mornings in a row I had no internet. It's like clockwork around 5am it goes out. Is someone actually looking at this?

[EG]

I'm going to try re-escalating this.

[spratke]

I spoke with the supervisor for the techs that have come out. He said he noticed that my modem was not provisioned properly. So he did something to do that again. We'll see if that does anything.  But it doesn't sound promising.

[spratke]

I forgot to post that the supervisor actually called me the next day.  I didn't have any disconnects since he re-provisioned it, but he said the modem is now reporting, and does have a lot of T3 errors.  We are going to see how it does over the weekend, and if it's still having T3 errors on Monday we might replace the line from the modem to the splitter in my house.

[spratke]

This is still an ongoing issue.  Today was the first day I didn't have to reboot in a while, but I still know from my Nest camera that the internet went out at like 3 am.

A tech was here earlier this week and put filters on a few houses he saw had a lot of noise, but that didn't seem to have any effect.

[spratke]

Still fighting this.  Tech coming again tomorrow. If I setup a ping to www.google.com it seems like it drops about 25% at this point.  I noticed that my Power levels are much higher than what I posted originally

https://imgur.com/S9gu38h
https://imgur.com/xQjH3ke
https://imgur.com/042FOA0

[spratke]

Update tonight - I couldn't take it any longer and chatted online with an Xfinity Assistant.  

I'm not expecting this to hold, but when I asked what they did, I get that they used "advanced tools"

[ComcastBrie]

Hey there @spratke , I know you've been in contact with us over the past few weeks with a few different maintenance and tech visits. I'd like to follow-up after tomorrows appointment with you, if that's alright.

[spratke]

That would be fine. Will you contact me, or do you want me to pm you?

[ComcastAbbie]

We can contact you! I hope everything goes well, and we will talk soon. 

[spratke]

@ComcastAbbie The tech has come, feel free to contact me when you are available.

[EG]

---

@spratke wrote:

Update tonight - I couldn't take it any longer and chatted online with an Xfinity Assistant.  

I'm not expecting this to hold, but when I asked what they did, I get that they used "advanced tools"

---

Can't see your pic. Since you are a new poster, it needs to be approved by a Forum Admin. Try hosting it at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to it here.

[spratke]

I thought I had updated those. Here they are

https://imgur.com/042FOA0

https://imgur.com/S9gu38h

https://imgur.com/xQjH3ke

[ComcastBrie]

Hi @spratke , not sure if you saw EG's message or not, but since you're a new poster, the image posted didn't come through. It has to be approved by a forum admin. You can try hosting it at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to it.

That said, I'm following up on todays visit. How did everything go?

[EG]

@spratke 

I only made that comment because your latest pic was not visible. And no one could know what it contained. It could have been something completely new and different that would aid in the troubleshooting process.

[spratke]

I believe I added images from last night.

I have a Xfinity modem, so far so good, but weekdays are normally fine.

[spratke]

This is a screen shot of long running pings from my network with the XFinity Modem.  

The fact that I'm routinely losing 5, even 20 seconds, something is up.  And this is with the XFinity modem, so it makes me feel my modem is not the issue.