Community Forum

Re: Intermittent Internet Dropping

Regular Visitor

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.

Expert

Re: Intermittent Internet Dropping

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...



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!
Regular Visitor

Re: Intermittent Internet Dropping

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...


 

Expert

Re: Intermittent Internet Dropping

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 !



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!
Official Employee

Re: Intermittent Internet Dropping

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 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!