Community Forum

Re: Modem keeps dropping

hchen23
New Poster

Re: Modem keeps dropping

I am having exactly the same issue and I have to cover hospital services, so this is unacceptable.  This has been happening since last weekend and I immediately bought and replaced a brand new modem, thinking it was my modem of 2.5 years was the issue. But it is clearly NOT. 

hchen23
New Poster

Re: Modem keeps dropping

Hi how did you get these modem status report? I'd like to check mine as well, I have exactly the same issues as yours based on description

Micmann
Frequent Visitor

Re: Modem keeps dropping

You ned to know the Ip address of your modem.  Most are 192.168.100.1 but not all.  Should be in the paperwork or online manual.  Enter the ip address into your address bar and you should get a modem log in screen.  If you havn't reset your modem log in info it will be the default info in the modem instrustions.  Be sure to change it at some point.  Once logged in you sould be able to find administration, logs and modem status.  Screen shoot them and save them as files.  Then add them to your post under the drag and drop or browse files box to attach them.  The reps here really need them to get a baseline start on your issue.

hchen23
New Poster

Re: Modem keeps dropping

Hi @EG Expert, I am having the same issue and took a screenshot this AM. Thank you for your help

 

https://imgur.com/xjx8vtQ

EG
Expert

Re: Modem keeps dropping


@hchen23 wrote:

I am having exactly the same issue and I have to cover hospital services, so this is unacceptable.  This has been happening since last weekend and I immediately bought and replaced a brand new modem, thinking it was my modem of 2.5 years was the issue. But it is clearly NOT. 


Please start here if you wish;


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

 



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EG
Expert

Re: Modem keeps dropping


@hchen23 wrote:

Hi @EG Expert, I am having the same issue and took a screenshot this AM. Thank you for your help

 

https://imgur.com/xjx8vtQ


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 ?

Is this a WiFi connection ?



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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!
hchen23
New Poster

Re: Modem keeps dropping

hchen23
New Poster

Re: Modem keeps dropping

Not sure where to find the signal to noice level...this is cable connection

EG
Expert

Re: Modem keeps dropping

The SNR numbers were there along with the downstream channel info, and it is in spec just like all the other stats. 

 

Are there any error log entries being shown ? If so, please post them in their entirety.



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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!
hchen23
New Poster

Re: Modem keeps dropping

Yes I see the SNR on the images I provided. That's all the info I can get out of the modem right now. Like I said, this is a brand new modem, and previously I had the Netgear modem and I was not savvy enough to get info off that modem, but I'll dig around. Thank you