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Re: Internet Connection Dropping Frequently

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Regular Visitor

Re: Internet Connection Dropping Frequently

I have an Xfinity Technicolor and both wired and wireless connections are dropping

I looked through my event logs on my router and was unable to find any events logged as true timeouts. These drops are not that long (max 3 minutes) but I have a lot that range just a couple of seconds. My event log does not seem to harbour any data about true drops so I'm confused where to look next

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Silver Problem Solver

Re: Internet Connection Dropping Frequently

https://forums.xfinity.com/t5/Your-Home-Network/Internet-Troubleshooting-Tips/m-p/3310447#M316652


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Expert

Re: Internet Connection Dropping Frequently


@Mike1234_ wrote:

I have an Xfinity Technicolor and both wired and wireless connections are dropping

I looked through my event logs on my router and was unable to find any events logged as true timeouts. These drops are not that long (max 3 minutes) but I have a lot that range just a couple of seconds. My event log does not seem to harbour any data about true drops so I'm confused where to look next


What do the modem's signal stats look like ? 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 ?




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Regular Visitor

Re: Internet Connection Dropping Frequently

Make: Technicolor
Model: CGM4140COM

Downstream Power Levels: 

5.5 dBmV
5.4 dBmV
5.4 dBmV
5.1 dBmV
4.9 dBmV
4.6 dBmV
4.8 dBmV
5.1 dBmV
5.3 dBmV
5.2 dBmV
5.2 dBmV
5.0 dBmV
5.0 dBmV
5.5 dBmV
6.2 dBmV
6.6 dBmV
7.1 dBmV
7.7 dBmV
7.8 dBmV
8.3 dBmV
8.3 dBmV
8.5 dBmV
8.8 dBmV
8.9 dBmV
8.9 dBmV
9.0 dBmV
8.7 dBmV
8.6 dBmV
8.7 dBmV
8.7 dBmV
8.4 dBmV
8.9 dBmV
NA


Downstream SNR:

42.4 dB
42.4 dB
42.4 dB
41.9 dB
42.0 dB
41.9 dB
42.0 dB
42.3 dB
42.1 dB
42.0 dB
42.0 dB
42.0 dB
41.9 dB
41.9 dB
42.2 dB
42.5 dB
42.5 dB
42.9 dB
42.9 dB
43.0 dB
42.9 dB
42.9 dB
43.0 dB
43.1 dB
43.1 dB
43.1 dB
42.9 dB
42.7 dB
42.7 dB
42.7 dB
42.7 dB
42.0 dB
NA

 

Upstream Power Levels:

49.0 dBmV
49.8 dBmV
49.8 dBmV
50.0 dBmV



I had a guy come out today and we switched the router and he checked the hub but I have had 3 connection drops since then

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Expert

Re: Internet Connection Dropping Frequently

The upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.



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