Regular Visitor
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2 Messages
Re: Intermittent Internet Dropping
I have the same issue; xFi gigabit router - both my work laptop and home PC are plugged directly into the router - but intermittently and without any rhyme or reason both will drop internet (at the same time) - this is especially noticable on my laptop as its connected via VPN and everytime the reset occurs, the VPN connection resets (dropping my work). On my home PC I notice it when playing a client/server game like World of Warcraft, where suddenly the game loses connection and I have to reconnect.
I've restarted the modem, run Comcast diagnostics and everything is OK per their automated system. But this has been plaguing me for a while now.
EG
Expert
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111.4K Messages
6 years ago
Start here;
https://forums.xfinity.com/t5/Your-Home-Network/Connection-Troubleshooting-Tips/m-p/1253575#M94474
Post the requested info from here;
https://forums.xfinity.com/t5/Your-Home-Network/Information-Requested-for-Connection-Related-Posts/m-p/1253381#M192739
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jcin617m
Regular Visitor
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2 Messages
6 years ago
There is no other router present besides the xFi router.
Here is my router version:
Model: CGM4140COM
Vendor: Technicolor
Hardware Revision: 2.2
No system or event logs will display when selected in the admin page (page is blank), so I cannot provide those. This xFi router type has no lights (except the power light) so the status of those cannot be provided. This router admin page displays the downstream/upstream in a horizontal frame, so there's no way to list it out in one picture. I converted it into a vertical listing for downstream:
DOWNSTREAM
Index
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EG
Expert
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111.4K Messages
6 years ago
Well the signal stats looked good at that snapshot in time but it's tough trying to advise further here without seeing the error log entries. We've seen other posts here recently indicating that they may have decided to disable their display through a recent firmware update.... If so, that's too bad....
That being said, 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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Xfinity_Support
Official Employee
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1K Messages
6 years ago
Hi jcin617m, thank you for reaching out on our forums and for proving all the information above. I would like to help review signals further on my side, could you please send me a private message with your full name to begin?
Thank you
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