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Modem keeps dropping

spratke
Contributor

Modem keeps dropping

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?

spratke_0-1611580503641.pngspratke_1-1611580514822.png

spratke_2-1611580544842.png

 



EG
Expert

Re: Modem keeps dropping

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.



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spratke
Contributor

Re: Modem keeps dropping

Here are the images


Downstream - 
https://imgur.com/BCVGRVm

Other channels
https://imgur.com/iXHYRR4

Logs - 
https://imgur.com/NOmmxbT

EG
Expert

Re: Modem keeps dropping

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 !

 



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spratke
Contributor

Re: Modem keeps dropping

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

spratke
Contributor

Re: Modem keeps dropping

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
Contributor

Re: Modem keeps dropping

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
Expert

Re: Modem keeps dropping

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.

 

 



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ComcastAmir
Official Employee

Re: Modem keeps dropping

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".


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spratke
Contributor

Re: Modem keeps dropping

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

spratke
Contributor

Re: Modem keeps dropping

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
Expert

Re: Modem keeps dropping

Did you send the employee the requested private message ?



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spratke
Contributor

Re: Modem keeps dropping

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

Re: Modem keeps dropping

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



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spratke
Contributor

Re: Modem keeps dropping

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
Expert

Re: Modem keeps dropping

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



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spratke
Contributor

Re: Modem keeps dropping

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
Contributor

Re: Modem keeps dropping

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
Contributor

Re: Modem keeps dropping

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
Official Employee

Re: Modem keeps dropping

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? 


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spratke
Contributor

Re: Modem keeps dropping

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
Expert

Re: Modem keeps dropping

I'm going to try re-escalating this.



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spratke
Contributor

Re: Modem keeps dropping

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
Contributor

Re: Modem keeps dropping

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
Contributor

Re: Modem keeps dropping

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
Contributor

Re: Modem keeps dropping

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

spratke_0-1613431479918.png


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

 

 

 

spratke
Contributor

Re: Modem keeps dropping

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"

spratke_0-1613433681743.png

 

ComcastBrie
Official Employee

Re: Modem keeps dropping

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.


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spratke
Contributor

Re: Modem keeps dropping

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

Re: Modem keeps dropping

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


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spratke
Contributor

Re: Modem keeps dropping

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

EG
Expert

Re: Modem keeps dropping


@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"

spratke_0-1613433681743.png

 


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.

 



I am not a Comcast Employee.
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!
spratke
Contributor

Re: Modem keeps dropping

ComcastBrie
Official Employee

Re: Modem keeps dropping

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?


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EG
Expert

Re: Modem keeps dropping

@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.



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spratke
Contributor

Re: Modem keeps dropping

I believe I added images from last night.

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

Re: Modem keeps dropping

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.