Community Forum

My internet connection keeps rapidly and frequently dropping

Highlighted
Regular Visitor

My internet connection keeps rapidly and frequently dropping

As the title says, my internet connection keeps rapidly and frequently dropping.

 

My modem is directly connected to the coaxial cable coming into my home, and into the modem my computer is directly connected via Ethernet. I am not using WiFi, so that is not the issue. There are no power issues, etc.

 

I believe the issue has to do with the line. I believe upstream/downstream values are not within their optimal ranges, or something of that sort, such as signal noise.

Highlighted
Regular Visitor

Re: My internet connection keeps rapidly and frequently dropping

Downstream:

Downstream
Channel Bonding Value
Index
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
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
429.00 MHz
435.00 MHz
441.00 MHz
447.00 MHz
453.00 MHz
459.00 MHz
465.00 MHz
471.00 MHz
477.00 MHz
483.00 MHz
489.00 MHz
495.00 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
555.00 MHz
561.00 MHz
567.00 MHz
573.00 MHz
 
 
 
 
 
 
 
 
SNR
31.14 dB
30.59 dB
33.06 dB
31.40 dB
31.54 dB
28.46 dB
29.40 dB
----
----
----
28.09 dB
28.09 dB
----
----
----
----
----
----
----
----
----
34.48 dB
36.61 dB
----
 
 
 
 
 
 
 
 
Power Level
-7.60 dBmV
-8.90 dBmV
-7.20 dBmV
-8.30 dBmV
-6.20 dBmV
-8.40 dBmV
-6.20 dBmV
----
----
----
-9.80 dBmV
-10.70 dBmV
----
----
----
----
----
----
----
----
----
-6.20 dBmV
-6.70 dBmV
----
 
 
 
 
 
 
 
 
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
----
----
----
256 QAM
256 QAM
----
----
----
----
----
----
----
----
----
256 QAM
256 QAM
----
 
 
 
 
 
 
 
 

 

 

Upstream:

Upstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
Lock Status
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
16.60 MHz
 
 
 
 
 
 
 
Symbol Rate
5120 KSym/s
 
 
 
 
 
 
 
Power Level
57.00 dBmV
 
 
 
 
 
 
 
Modulation
64 QAM
 
 
 
 
 
 
 
Channel Type
DOCSIS2.0 (ATDMA)
 
 
 
 
 
 
 

 

 

CM Error Codewords:

CM Error Codewords
Un
54286028
50285318
52299002
52309684
52319423
43432444
52176452
0
0
0
44388918
35009112
0
0
0
0
0
0
0
0
0
52317074
52314488
0
0
0
0
0
0
0
0
0
Cor
227424
1680424
932
10358
1350
7797317
136886
0
0
0
7773876
15860626
0
0
0
0
0
0
0
0
0
542
541
0
0
0
0
0
0
0
0
0
Uncors
1950
356074
6343
1349
3493
1096099
1713
17922
6432
12065
156744
1460439
14733
12656
16088
15711
13177
10964
18210
13662
12872
364
338
13753
0
0
0
0
0
0
0
0
Highlighted
Diamond Problem Solver

Re: My internet connection keeps rapidly and frequently dropping

Yep you’re right signal’s bad all over the place. If it’s truly a straight shot to your modem, it’s likely a bad drop outside. Have a tech out, get it fixed

I am a Retired Official Comcast Employee
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Highlighted
Regular Visitor

Re: My internet connection keeps rapidly and frequently dropping

Thank you, vindicated to hear it's not just an issue of 'restart your modem.'

 

Is there any way I can expedite getting a tech out to check while skipping the initial "have you tried turning it on and off again" mumbo jumbo?

 

Also can I do it where nothing has to be by appointment, I don't really really want to meet face-to-face with someone with  COVID-19 etc. I would just prefer someone to see this and say "yes, we need to send someone to check the line ASAP."

Highlighted
Diamond Problem Solver

Re: My internet connection keeps rapidly and frequently dropping

I can escalate it up to an official employee, with the recent conditions I have no idea about the techs. But normally they have to check inside and outside the house to verify everything. But that’s something you can discuss with whoever helps you out

I am a Retired Official Comcast Employee
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
Highlighted
Regular Visitor

Re: My internet connection keeps rapidly and frequently dropping

Thank you, if you could escalate it I'd greatly appreciate it.

Highlighted
Official Employee

Re: My internet connection keeps rapidly and frequently dropping

Hello and good morning, lisaswope1969. Thanks for posting! We want to help. Since you need a tech, please send me a private message with your first and last name. We will go from there.

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.

 

Thanks!


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!
Highlighted
Official Employee

Re: My internet connection keeps rapidly and frequently dropping

Appreciate you taking the time to work with me, lisawope1969. Happy to hear you found the source of the issue and that your connection has restored back to normal. Take care. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!