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Re: Intermittent Signal Dropping

Contributor

Re: Intermittent Signal Dropping

I'm with you - not quite as bad. Live in 21921 area code - get intermittent drops on internet/voice seems like every day

It doesn't appear to be the router - been replaced once and the WiFi stays up, the internet goes away for 15 minutes or so. I see it in phone service, internet access from all devices including Prime access

About a week ago I also got an overnight maintenance warning that I thought might fix thing, nope!

Expert

Re: Intermittent Signal 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...

 



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Contributor

Re: Intermittent Signal Dropping

thank you, here it is:

 

Cable Modem

HW Version:1.0
Vendor:Cisco
BOOT Version:3.4.19.1
Core Version:3.12.14
Model:DPC3941T
Product Type:XB3
Flash Part:128 MB
Download Version:2.3.10.13_5.5.0.5
Serial Number:274153206
 
Event Log: attached (one month)
System:  blank - no entries for past month
Firewall - attached (one month)
 

 

 
 
 
Expert

Re: Intermittent Signal Dropping

The signal stats are o/k but the error log entries indicate that something is going on. 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 will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !



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Contributor

Re: Intermittent Signal Dropping

Thank you, I'll be watching this thread!
Official Employee

Re: Intermittent Signal Dropping

Hi, jbrady33. Really appreciate your patience on waiting for my reply. I know this is an ongoing issue and I'd like to step in and see what we can do to help you out with this service/connectivity issue. I can check some diagnostics on this end, plus the health of the area that supplies service to your home and we can continue from there. Please go ahead and send me a private message with your name. I will reply from there. Thanks! 


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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.
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Official Employee

Re: Intermittent Signal Dropping

Hi again, jbrady33. Please let me know if you are still in need of assistance with this concern. 


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