Intermittent Internet Dropping

[jcin617m]

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]

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...

[jcin617m]

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	Lock Status	Frequency	SNR	Power Level	Modulation
29	Locked	673 MHz	40.0 dB	1.6 dBmV	256 QAM
1	Locked	505 MHz	41.9 dB	0.1 dBmV	256 QAM
2	Locked	511 MHz	41.5 dB	-1.0 dBmV	256 QAM
3	Locked	517 MHz	41.2 dB	-1.3 dBmV	256 QAM
4	Locked	523 MHz	40.8 dB	-1.8 dBmV	256 QAM
5	Locked	529 MHz	41.0 dB	-1.3 dBmV	256 QAM
6	Locked	535 MHz	41.3 dB	0.8 dBmV	256 QAM
7	Locked	541 MHz	41.4 dB	0.1 dBmV	256 QAM
8	Locked	547 MHz	41.4 dB	0.7 dBmV	256 QAM
9	Locked	553 MHz	41.0 dB	0.9 dBmV	256 QAM
10	Locked	559 MHz	40.3 dB	0.8 dBmV	256 QAM
11	Locked	565 MHz	40.1 dB	0.4 dBmV	256 QAM
12	Locked	571 MHz	41.1 dB	0.5 dBmV	256 QAM
13	Locked	577 MHz	41.3 dB	0.9 dBmV	256 QAM
14	Locked	583 MHz	41.4 dB	0.8 dBmV	256 QAM
15	Locked	589 MHz	41.6 dB	1.2 dBmV	256 QAM
16	Locked	595 MHz	41.5 dB	0.8 dBmV	256 QAM
17	Locked	601 MHz	41.8 dB	1.5 dBmV	256 QAM
18	Locked	607 MHz	41.8 dB	1.6 dBmV	256 QAM
19	Locked	613 MHz	41.6 dB	2.1 dBmV	256 QAM
20	Locked	619 MHz	41.4 dB	2.2 dBmV	256 QAM
21	Locked	625 MHz	41.0 dB	2.3 dBmV	256 QAM
22	Locked	631 MHz	40.9 dB	2.2 dBmV	256 QAM
23	Locked	637 MHz	40.7 dB	1.8 dBmV	256 QAM
24	Locked	643 MHz	40.9 dB	1.9 dBmV	256 QAM
25	Locked	649 MHz	40.9 dB	2.1 dBmV	256 QAM
26	Locked	655 MHz	40.8 dB	1.8 dBmV	256 QAM
27	Locked	661 MHz	40.7 dB	1.9 dBmV	256 QAM
28	Locked	667 MHz	40.8 dB	1.6 dBmV	256 QAM
30	Locked	679 MHz	40.7 dB	1.3 dBmV	256 QAM
31	Locked	685 MHz	40.7 dB	1.7 dBmV	256 QAM
32	Locked	691 MHz	40.6 dB	1.4 dBmV	256 QAM
159	Locked	701 MHz	38.0 dB	3.2 dBmV	OFDM
	Locked	640350000	NA	NA	OFDM

Upstream	Channel Bonding Value
Index	1	2	3	4
Lock Status	Locked	Locked	Locked	Locked
Frequency	36 MHz	30 MHz	23 MHz	17 MHz
Symbol Rate	5120	5120	5120	5120
Power Level	42.5 dBmV	42.8 dBmV	43.8 dBmV	44.8 dBmV
Modulation	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA

---

@EG wrote:

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...

---

[EG]

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 !

[Comcast_Support]

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