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Random outages all day. New Modem and levels look to be good.

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Regular Visitor

Random outages all day. New Modem and levels look to be good.

Been having slowdowns/complete cut outs. Ranging from being to ping external IPs but not connect to any web sites to flat out nothing getting beyond the router. The issues are fairly random when they happen and seem to happen at least 1-3 times a day. Modem resets don't seem to affect it in anyway. 

The line is relatively new, about 9 months old, but is sharing the space with 2 other coax cables from old installs. 

 

Here's a link with pictures of the levels and cable information: https://imgur.com/a/hZkX2Iw

 

Any thoughts would be greatly appreciated!

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Expert

Re: Random outages all day. New Modem and levels look to be good.

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm 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 can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !



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Official Employee

Re: Random outages all day. New Modem and levels look to be good.

Hello, mandmj! Welcome to the Xfinity Forums.

I'm so glad you reached out to us about the intermittent internet service you are getting. We understand how important it is to have a stable connection, especially right now. I'd love to work with you to get this fixed and get you back to a reliable connection. Please send me a private message with your first and last name, as well as your service address so I can assist. 

 

 To send a private message, click my name "ComcastTambrey", then click "send a message".


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