Community Forum

Re: Internet disconnects

New Poster

Re: Internet disconnects

Our internet connection is also terrible, it started deteriorating over the summer, now we have multiple lag spikes and high packet loss several times an hour. It disconnects completely several times a day. Rebooting the router doesn't help. Rebooting the computers and mobile devices doesn't help either. I also can't get through to a support person via the xfinity website, i get stuck in an endless loop of errors such as 'unable to schedule call back' Any help would be much appreciated, these are the modem stats:

 

Downstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
543.00 MHz
483.00 MHz
489.00 MHz
495.00 MHz
507.00 MHz
513.00 MHz
519.00 MHz
525.00 MHz
531.00 MHz
549.00 MHz
555.00 MHz
561.00 MHz
567.00 MHz
573.00 MHz
579.00 MHz
585.00 MHz
591.00 MHz
597.00 MHz
603.00 MHz
609.00 MHz
615.00 MHz
621.00 MHz
627.00 MHz
633.00 MHz
 
 
 
 
 
 
 
 
SNR
37.64 dB
37.64 dB
37.64 dB
38.98 dB
37.64 dB
37.64 dB
37.36 dB
37.64 dB
37.36 dB
37.64 dB
37.36 dB
37.36 dB
37.64 dB
37.36 dB
37.64 dB
37.64 dB
37.36 dB
37.36 dB
37.36 dB
37.36 dB
37.36 dB
36.61 dB
37.36 dB
36.61 dB
 
 
 
 
 
 
 
 
Power Level
8.00 dBmV
9.30 dBmV
8.60 dBmV
8.20 dBmV
7.90 dBmV
7.70 dBmV
8.00 dBmV
7.60 dBmV
8.30 dBmV
7.20 dBmV
7.70 dBmV
7.40 dBmV
7.40 dBmV
7.00 dBmV
7.50 dBmV
7.20 dBmV
7.50 dBmV
6.60 dBmV
7.20 dBmV
6.50 dBmV
6.50 dBmV
5.60 dBmV
6.20 dBmV
5.80 dBmV
 
 
 
 
 
 
 
 
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
 
 
 
 
 
 
 
 
Upstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
Lock Status
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
30.10 MHz
23.70 MHz
17.30 MHz
36.50 MHz
 
 
 
 
Symbol Rate
5120 KSym/s
5120 KSym/s
5120 KSym/s
5120 KSym/s
 
 
 
 
Power Level
41.75 dBmV
41.25 dBmV
40.75 dBmV
42.75 dBmV
 
 
 
 
Modulation
64 QAM
64 QAM
64 QAM
64 QAM
 
 
 
 
Channel Type
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
 
 
 
 
CM Error Codewords
Highlighted
Expert

Re: Internet disconnects

The stats are o/k. Please also post the RF error /event log entries.


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New Poster

Re: Internet disconnects

EG, thank you very much for your time. When I open the admin console in my browser and navigate to Troubleshooting > Logs all of the logs appear to be empty. I see a drop-down with System, Firewall and Event logs, i select to view the past 90 days for each, but no records appear. I also don't see a way to view them via https://customer.xfinity.com. Is this because I'm renting a modem from Comcast and they've restricted my access to manage the device?

Expert

Re: Internet disconnects

O/k we've seen many posts here recently indicating that they have now blocked the end user from accessing the error logs in the Comcast supplied gateway devices. A BIG mistake in my opinion......

 

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 !



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: Internet disconnects

Hello, kurt5! Thank you for reaching out to us. Our team can definitely check your account and see if there are any issues with the RF signal levels that causing constant disconnects. Please send us a private message with your first and last name. Click on Comcast_Support, then click on Send a Message.


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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.
Was your question answered? Mark the post as Best Answer!