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Ongoing internet outages and major issues

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New Poster

Ongoing internet outages and major issues

Hi, I've had an extremely unreliable internet connection for months (even prior to the pandemic). There's no pattern to its issues and it's unusable for anything that requires a stable connection such as voice conferencing. The latency for all connections spikes to 200ms+ and there are packets being dropped, connections lost, then it'll go back to normal.

Old router/model combo: Netgear C7000
New router/model combo: Netgear C7000v2

I've tried the following things listed below to save time (https://forums.xfinity.com/t5/Internet/ANSWERED-Tips-for-troubleshooting-your-Xfinity-Internet/ta-p/...😞

1. No service outages reported in our area on the Xfinity website
2. Verified my devices meet minimum requirements and my router/modem combo are compatible.
3. We bought an entirely new modem/router combo, tried connecting multiple systems through that, exact same issues.
4. We tried switching the coaxial cables
5. We tried using a different coaxial outlet in the house
6. We tried resetting every device multiple times whenever appropriate
7. The lights on the router/modem indicate no issues
8. Signal levels appear to be OK
9. We have contacted online support twice and they were unable to fix it + said it looked fine from their end
10. We had a tech visit, redo the wiring to our house from the pole outside, but they were unable to fix it. He suggested a modem issue, but we subsequently bought the new one and tested it too--as you can see, that wasn't it.
11. I don't see any uncorrected errors in the modem signal log
12. I don't see any timeouts or other pertinent lines in the event log

Here are screenshots of pings / traceroutes showing the connection issues, and also my modem's signal levels: https://imgur.com/a/FYDEgDt

So I'm not sure what to do at this point. We absolutely need this internet service to work from home during the pandemic, but we aren't getting a usable service. Is there any way to escalate this or get someone to take a closer look?
 
Thanks!
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Expert

Re: Ongoing internet outages and major issues

Are there any RF error log entries being shown ? If so, post them also.



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New Poster

Re: Ongoing internet outages and major issues

Hi, there aren't any RF related errors that I can see when I look under both 'log' and 'event log' in advanced administrative settings for the device. (uploaded here: https://imgur.com/a/16Pu3Gz). The wifi interference isn't really news to us and we were testing on ethernet cabled connections. I didn't see anything else unexpected in there.

 

If there's another area with a different log that I'm missing I can take a look there too.

Thanks for the reply.

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Expert

Re: Ongoing internet outages and major issues

O/k we've seen many posts here recently indicating that they have now blocked the end user from accessing the error logs in the Comcast supplied gateway devices. A BIG mistake in my opinion......

 

The signal stats are o/k. 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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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Official Employee

Re: Ongoing internet outages and major issues

Hi aquilo, I 'd be happy to look into your signals and equipment health for you to help see what's going on. To get the ball rolling please send me a private message with your full name and street address by clicking on my name (ComcastAmir) and then click "Send a message".


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