Community Forum

Random internet drops and lag spikes while gaming (with new modem)

New Poster

Random internet drops and lag spikes while gaming (with new modem)

Hi there,

 

I got a brand new cable modem two weeks ago, and ever since I'm getting these random disconnects and lag spikes - my old cable modem never did this in the years that I had it.

 

I have the firewalls completely turned off to try and troubleshoot, and still have the issues.  I see these messages in the log, which led me to try turning off the firewall as a test, but I still get them.

 

FW.IPv6 FORWARD drop , 420 Attempts, 2019/11/07 09:23:37 Firewall Blocked  
FW.IPv6 INPUT drop , 2231 Attempts, 2019/11/07 09:22:57 Firewall Blocked

 

Here's my new modem info:

 

Model:TG3482G
Vendor:ARRIS Group, Inc.
Hardware Revision:14
 
I've tried hard wiring into the modem as well as using wifi, and I have the same issues.
 
Any suggestions for things to try next?  This is very frustrating after years of no issues...
 
Thanks,
 
Chris
 

 

Expert

Re: Random internet drops and lag spikes while gaming (with new modem)

What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.




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!
New Poster

Re: Random internet drops and lag spikes while gaming (with new modem)

Hi there,

 

I've been all over that admin console and I can't find those levels - can you tell me what page they're on and how to get there?

 

Thanks,

 

Chris

 

Expert

Re: Random internet drops and lag spikes while gaming (with new modem)

The second link is the right one. Poke around the Connection / Status pages.



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!
New Poster

Re: Random internet drops and lag spikes while gaming (with new modem)

Here you go:

 

Index
25
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
0
 
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
NotLocked
Locked
Frequency
603000000
507000000
513000000
519000000
525000000
531000000
537000000
543000000
549000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
609000000
615000000
621000000
627000000
633000000
639000000
645000000
651000000
657000000
663000000
669000000
675000000
681000000
687000000
693000000
 
641600000
SNR
38.605377
40.946209
40.366287
40.366287
40.366287
38.605377
40.946209
40.366287
40.366287
40.366287
38.605377
38.983261
38.983261
38.983261
38.983261
38.983261
38.983261
38.605377
38.605377
38.605377
37.636276
38.605377
37.636276
37.355988
38.983261
38.605377
38.983261
38.605377
37.636276
37.636276
37.636276
38.983261
 
NA
Power Level
-4.500000
-2.500000
-2.500000
-2.799999
-3.000000
-3.400002
-2.500000
-3.000000
-2.400002
-3.000000
-3.700001
-4.099998
-4.200001
-3.500000
-3.400002
-3.700001
-4.500000
-4.700001
-4.400002
-4.400002
-4.500000
-5.099998
-5.400002
-5.500000
-5.200001
-4.099998
-4.400002
-4.700001
-6.000000
-6.099998
-6.500000
-5.700001
 
NA
Modulation
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
UNSUPPORTED
OFDM
Upstream
Channel Bonding Value
Index
1
2
3
Lock Status
ACTIVE
ACTIVE
ACTIVE
Frequency
36500000
23700000
30100000
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
46.520599
45.520599
47.020599
Modulation
64QAM
64QAM
64QAM
Channel Type
US_TYPE_STDMA
US_TYPE_STDMA
US_TYPE_STDMA

 

 

 

Expert

Re: Random internet drops and lag spikes while gaming (with new modem)

Some of the higher frequency downstream channel power levels are on the weak / low side and they may be intermittently fluctuating even lower to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.



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!
New Poster

Re: Random internet drops and lag spikes while gaming (with new modem)

Thanks for all the information - where can one get a better cable splitter?

 

Chris

 

Expert

Re: Random internet drops and lag spikes while gaming (with new modem)

Here are some quality brand splitters that Comcast actually uses in different market areas;

Antronix CMC2002H 2-Way Splitter: http://www.amazon.com/Antronix-CMC2002H-2-Way-Splitter/dp/B001E4OH1E

Regal 2 WAY 1 GHZ Splitter: http://www.amazon.com/DIG702867-Regal-WAY-GHZ-SPLITTER/dp/B0018BQMUM/ref=sr_1_2?s=electronics&ie=UTF...

Extreme Broadband BDS102H 2-Way Digital Coax Splitter: http://www.amazon.com/EXTREME-DIGITAL-PERFORMANCE-CABLE-SPLITTER/dp/B007YV0UQW

Holland 2-way horizontal splitter 5-1000 MHz with ground.http://www.3starinc.com/holland_2-way_horizontal_splitter_5-1000_mhz-w-ground.html

Sv-2g 2-way Splitter 5-1000mhz: http://www.amazon.com/Sv-2g-2-way-Splitter-5-1000mhz-Sv2g/dp/B003TH36CK

Be advised that the splitter may not be the problem. YMMV.





http://www.dslreports.com/forum/remark,15808919 Gold splitters.

http://handymanwire.com/ubbthreads/ubbthreads.php/topics/457239/2


http://www.amazon.com/Pico-Macom-In-Line-Attenuator-dB/dp/B0002ZPIUU <<<<<<<<<<<<dB overall attenuator.

http://www.digicomm.com/tii210.pdf <<<<<<< Coaxial surge protectors.

https://www.amazon.com/gp/product/B07882H96R/ref=ox_sc_saved_title_2?smid=A1UA1XH4C0MK0D&psc=1 <<<<<<<<<< 6dB FORWARD PATH ATTENUATOR.



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!