Community Forum

Re: Intermittent Dropping of Upstream Bonded Channels

Highlighted
New Poster

Re: Intermittent Dropping of Upstream Bonded Channels

I am new to the forum. I have very similar issue. Upstream channels dropping out several times a day for a few minutes and up to 10 minutes.  Both my TV box and internet box drop out simultaneously. Sometimes I can see the TV picture pixelates but not always when the connection goes out. The technicians came in several times. Replaced the modems and reinstalled a new cable in and out and the problem comes back. 

Calling the xfinity help  is totally useless. They just reset the modem and do not seem to have even a basic understanding of the complex system.  They do not even check the logs of the subscribers on the drop to see if there is a common issue. I am basically stuck and ready to switch to fiber.   

Highlighted
Expert

Re: Intermittent Dropping of Upstream Bonded Channels

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 make and model number of the modem ?

Is this a WiFi connection ?



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!
Highlighted
New Poster

Re: Intermittent Dropping of Upstream Bonded Channels

Thank you for trying to help. The issue is not only internet but all devices connected to the cable go down at the same time.  This includes the TV xfinity box and the xfinity phone.

The TV shown some pixelation during the disruption and sometimes freezes but generally the video keeps running. It lasts anywhere from a few minutes to 15 to 20 minutes. It looks like some interference on the cable. Checking with my neighbors but most of them switched to ATT fiber. 

 

Highlighted
Expert

Re: Intermittent Dropping of Upstream Bonded Channels

Call 1800comcast

Good luck !


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!