Community Forum

Randomly disconnecting - DNS errors

New Poster

Randomly disconnecting - DNS errors

Hi forums,

 

I'm an Xfinity customer, internet only, on the Performance Pro plan. For about a month and a half, once or twice a day for 2-3 minutes, my internet dies and I get kicked from whatever game I was playing. My Event Viewer shows "Error 1014 - Name resolution for the name (Random site) timed out after none of the configured DNS servers responded." During these events, neither my phone nor my computer can reach websites, but they show as connected to both WiFi (phone) and Ethernet (computer). 

  • I can ping the router during these events, but a tracert times out after 10.0.0.1. 
  • I thought it was a failing network card (old laptop, didn't notice the phone also failing), so I bought a new computer. Didn't solve the issue, but this is a fresh Windows install. It's not a problem with drivers.
  • I have BitDefender antivirus - it's not McAfee or Symantec doing their usual shenanigans. 
  • I tried setting a static IP, but that changed nothing.
  • The only devices connected to the network are my computer and my phone. I verified this on the router itself.
  • Neither device is doing anything particularly high load in the background - Spotify, the game (League, Hearthstone, other Steam games), and Discord are the only things running. All of them disconnect during these events.
  • The modem is an Arris Surfboard rented from Comcast in December 2017. During the events, all lights stay steady but for the US/DS light, which blinks slowly. 
  • I've restarted the modem, reset the modem, swapped cables (ethernet and coax), restarted my computer, restarted my phone.
  • I've tried ipconfig /release, /flushdns, /registerdns, and /renew.
  • I've called Comcast tech support twice and tried chat support as well, whose troubleshooting seems to be limited to "turn it off and back on." The amount of time it takes to get in contact with someone and get through their script is longer than the issue lasts, meaning it's "fixed" by the end of the support call only because they take so long. I don't consider myself a difficult customer, but this is really aggravating to pretend the tech fixed anything when it happens again the next day.

Has anyone else seen this issue or know how to fix it? It's driving me insane to have to pay for fast but unreliable internet, especially with customer service like this. 

Thanks in advance!

Expert

Re: Randomly disconnecting - DNS errors


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

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

Start with the modem's signal stats. Perhaps they already are, or they are close to being out of spec and intermittently they go completely of spec. 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.

What is the exact model number of the Arris Surfboard modem ?




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: Randomly disconnecting - DNS errors

Hi there, 

 

http://192.168.100.1 times out - I can't reach it. The model is a TG1682G. 

 

How do I get the signal stats from http://10.0.0.1 ? That's the Xfinity branded white and light blue router page - I can't seem to find an option for the signal stats. 

 

Thank you so much for taking the time to reply!

New Poster

Re: Randomly disconnecting - DNS errors

Never mind, I found it by just clicking through menus.

Is this what you were looking for?

 

Upstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
Lock Status
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
16.20 MHz
22.70 MHz
29.20 MHz
35.70 MHz
       
Symbol Rate
5120 KSym/s
5120 KSym/s
5120 KSym/s
5120 KSym/s
       
Power Level
48.25 dBmV
37.75 dBmV
39.00 dBmV
49.25 dBmV
       
Modulation
64 QAM
64 QAM
64 QAM
64 QAM
       
Channel Type
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)

 

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
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
639.00 MHz
537.00 MHz
543.00 MHz
549.00 MHz
555.00 MHz
561.00 MHz
567.00 MHz
573.00 MHz
579.00 MHz
585.00 MHz
591.00 MHz
597.00 MHz
603.00 MHz
609.00 MHz
615.00 MHz
621.00 MHz
627.00 MHz
633.00 MHz
645.00 MHz
651.00 MHz
657.00 MHz
663.00 MHz
669.00 MHz
675.00 MHz
               
SNR
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.61 dB
37.64 dB
38.61 dB
38.98 dB
38.98 dB
38.98 dB
40.37 dB
38.61 dB
38.61 dB
38.98 dB
38.98 dB
38.61 dB
38.98 dB
38.98 dB
38.61 dB
38.61 dB
               
Power Level
2.20 dBmV
2.50 dBmV
2.40 dBmV
2.30 dBmV
2.20 dBmV
1.80 dBmV
2.00 dBmV
2.00 dBmV
2.20 dBmV
2.50 dBmV
2.60 dBmV
2.70 dBmV
2.50 dBmV
2.30 dBmV
2.30 dBmV
2.30 dBmV
2.40 dBmV
2.40 dBmV
2.10 dBmV
1.50 dBmV
0.90 dBmV
1.20 dBmV
1.20 dBmV
1.40 dBmV
               
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
     
Expert

Re: Randomly disconnecting - DNS errors

Not guaranteed to be the root cause of the problem but the upstream power is on the high side on upstream channels number 1 and number 4 and may be intermittently fluctuating even higher out of spec. That can cause random disconnects, spontaneous re-booting of the modem, and speed 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.

 

BTW, the upstream power on channels 2 and 3 conversely is lower by around 10-11 dB than channels 1 and 4. There should not be this much of a variation between them. You may indeed need a tech out to properly balance the line.



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: Randomly disconnecting - DNS errors

I'll go trace the line to the street and see if I can idenitify any bad splitters, as well as give it a clean. If it keeps happening, I'll schedule a visit - thank you so much!!

Expert

Re: Randomly disconnecting - DNS errors

Good luck with it ! Post back with the outcome.



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!