Community Forum

Re: Frequent internet disconnection

Larry_ly
Regular Visitor

Re: Frequent internet disconnection

I am having the same problem in a month.  Very unhappy camper!Screenshot_2020-07-12 Event Log.pngScreenshot_2020-07-12 Status.png

EG
Expert

Re: Frequent internet disconnection

Can't see your pics. Since you are a new poster, they need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.

Or copy all of the text of the status page and paste it into the body of your next post here.



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Larry_ly
Regular Visitor

Re: Frequent internet disconnection

I have posted the Event Log and status for my Arris SB8200 modem per the link below:

https://app.photobucket.com/u/Larryly05/a/9370c0ae-dcda-4899-9f5a-80bc43dfaef0

 

Thanks in advence! every time when calling custumer support, the support agent just reboot my modem and ran diag which could not find the problem.   Of course, there is no prblem when the connection is established.  The problem is the coonection dropped very often sometime every 15 minutes then reconnected.

EG
Expert

Re: Frequent internet disconnection

The upstream power is borderline / too high and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

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!
Larry_ly
Regular Visitor

Re: Frequent internet disconnection

Absolutely, working from home with frequent internet connection dropped off is definitely a big issue.  Imaging if you get disconnected from an important meeting.

How to elevate this problem to Comcast/Xfininity?