Community Forum

Re: Repeating Internet Outages throughout the day

Regular Visitor

Re: Repeating Internet Outages throughout the day

I have the exact same issues as the OP.  The upload and dowload rates are 0 because there there is no internet when it goes off, in my case 10-15 times per day for periods between 1 and 20 minutes.  

Expert

Re: Repeating Internet Outages throughout the day

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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Regular Visitor

Re: Repeating Internet Outages throughout the day

On the http://10.0.0.1 it asks for my username and password.  I've entered my Xfinity account log in and it says it is incorrect.  What username are they requesting?

Silver Problem Solver

Re: Repeating Internet Outages throughout the day


@Tickerage wrote:

On the http://10.0.0.1 it asks for my username and password.  I've entered my Xfinity account log in and it says it is incorrect.  What username are they requesting?


username =  admin

password = password


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Regular Visitor

Re: Repeating Internet Outages throughout the day

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
573.00 MHz
495.00 MHz
501.00 MHz
507.00 MHz
513.00 MHz
519.00 MHz
525.00 MHz
531.00 MHz
537.00 MHz
543.00 MHz
555.00 MHz
561.00 MHz
567.00 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
639.00 MHz
 
 
 
 
 
 
 
 
SNR
43.38 dB
40.95 dB
40.95 dB
40.95 dB
40.37 dB
40.95 dB
40.95 dB
40.95 dB
40.95 dB
40.95 dB
40.95 dB
40.95 dB
40.95 dB
40.95 dB
40.95 dB
40.95 dB
40.95 dB
40.37 dB
40.37 dB
40.95 dB
40.37 dB
40.37 dB
40.95 dB
40.95 dB
 
 
 
 
 
 
 
 
Power Level
8.90 dBmV
6.90 dBmV
7.70 dBmV
8.00 dBmV
8.00 dBmV
8.00 dBmV
8.00 dBmV
8.20 dBmV
8.50 dBmV
8.90 dBmV
8.60 dBmV
8.70 dBmV
8.60 dBmV
8.90 dBmV
8.80 dBmV
8.30 dBmV
8.00 dBmV
8.30 dBmV
8.60 dBmV
8.40 dBmV
8.00 dBmV
7.50 dBmV
7.30 dBmV
7.60 dBmV
 
 
 
 
 
 
 
 
Modulation
Regular Visitor

Re: Repeating Internet Outages throughout the day

Upstream

Channel Bonding ValueIndex

1
2
3
4
5
6
7
8

Lock Status

Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked

Frequency

35.80 MHz
 
 
 
 
 
 
 

Symbol Rate

5120 KSym/s
 
 
 
 
 
 
 

Power Level

57.00 dBmV
 
 
 
 
 
 
 

Modulation

64 QAM
 
 
 
 
 
 
 

Channel Type

DOCSIS2.0 (ATDMA)
 
 
 
 
 
 
 
Expert

Re: Repeating Internet Outages throughout the day

The upstream power is too high / out of spec and it appears that only one upstream channel is locked. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

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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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.
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Regular Visitor

Re: Repeating Internet Outages throughout the day

I had a Tech come out and reported the problem as EG Ecpert detailed.  He reset some things and for a few days I had 4 Upstream channels Locked.  But he scheduled a second Tech to come out and he gave me a direct wire the the street with no splitters.  That worked fine for about 4 hours.  But after 4 hours my internet went back to the same random outages.

 

This is the current Connection:

 

Downstream

Channel Bonding ValueIndex

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

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
639.00 MHz
645.00 MHz
651.00 MHz
657.00 MHz
663.00 MHz
669.00 MHz
675.00 MHz
681.00 MHz
687.00 MHz
693.00 MHz
699.00 MHz
705.00 MHz
711.00 MHz
 
 
 
 
 
 
 
 

SNR

40.95 dB
40.95 dB
40.95 dB
40.95 dB
40.37 dB
40.95 dB
40.95 dB
40.95 dB
40.95 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.95 dB
40.95 dB
40.37 dB
40.37 dB
40.37 dB
40.95 dB
40.95 dB
40.95 dB
40.37 dB
 
 
 
 
 
 
 
 

Power Level

10.20 dBmV
9.90 dBmV
10.00 dBmV
9.80 dBmV
9.90 dBmV
10.10 dBmV
10.10 dBmV
10.00 dBmV
9.90 dBmV
9.60 dBmV
9.70 dBmV
9.50 dBmV
9.80 dBmV
9.90 dBmV
10.20 dBmV
10.70 dBmV
10.80 dBmV
10.80 dBmV
11.00 dBmV
11.10 dBmV
11.40 dBmV
11.80 dBmV
12.00 dBmV
12.20 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 ValueIndex
1
2
3
4
5
6
7
8
Lock Status
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
35.80 MHz
 
 
 
 
 
 
 
Symbol Rate
5120 KSym/s
 
 
 
 
 
 
 
Power Level
57.00 dBmV
 
 
 
 
 
 
 
Modulation
64 QAM
 
 
 
 
 
 
 
Channel Type
DOCSIS2.0 (ATDMA)
 
 
 
 
 
 
CM Error Codewords
Unerrored Codewords
364238579
364259284
364261748
364247814
364262588
364250654
364264007
364267684
364242107
364265800
364240857
364268054
364271501
364261876
364273748
364259086
364261508
364252947
364251180
364278139
364283260
364286659
364277488
364291625
0
0
0
0
0
0
0
0
Correctable Codewords
79
133
170
269
297
260
433
499
864
1591
1834
2638
2262
2245
2051
1839
1898
2309
1978
2116
1562
1240
1002
899
0
0
0
0
0
0
0
0
Uncorrectable Codewords
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Expert

Re: Repeating Internet Outages throughout the day

Get the techs out again..... 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!
Regular Visitor

Re: Repeating Internet Outages throughout the day

Maybe I'll get the "good luck" to have a Comcast employee reach out to me on here and tell me to Direct Message them.  I guess getting the right attention is key.