Internet disconnects

[kurt5]

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

[EG]

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

[kurt5]

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?

[EG]

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 !

[Comcast_Support]

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.