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Unstable Connection

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Frequent Visitor

Unstable Connection

Hello, I am a new xfinity customer. I just moved into my new house two weeks ago. Within those two weeks my internet has been continuously dropping. Mainly on PS4 but now it’s started on my wireless tv as well. It seems to be losing packets as well. I’ve tried port forwarding and static ip. I have chatted with multiple agents and had a tech out last week. Still having the same issue and can’t seem to get anyone on the phone or chats to help. I’m getting very frustrated and am ready to switch isp. Any info is greatly appreciated!
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Expert

Re: Unstable Connection

Is this with a WiFi connection ? If so, for a test, does a computer / device hardwired directly to the router / gateway device with an ethernet cable have the same problem ?

With this test, we are trying to isolate this from being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both. It's a good first step of troubleshooting before we proceed any further.



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Frequent Visitor

Re: Unstable Connection

Sorry, I’ve tried WiFi and wired. It drops on both.
Highlighted
Expert

Re: Unstable Connection


Ok. Start with the modem's signal stats. Perhaps they already are, or they are close to being out of spec and intermittently they go completely of spec. 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 ?

Is this a WiFi connection ?



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Frequent Visitor

Re: Unstable Connection

I’m not at home at the moment. Once I get home I will post them.
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Frequent Visitor

Re: Unstable Connection

Internet:Active
Local time:2020-08-03 20:05:37
System Uptime: 1 days 1h: 24m: 6s
WAN IP Address (IPv4):73.120.5.138
WAN Default Gateway Address (IPv4): 73.120.4.1
WAN IP Address (IPv6): 2001:558:600c:11:bd2f:11a:2ee:8522
WAN Default Gateway Address (IPv6): fe80::201:5cff:fe8d:6c46
Delegated prefix (IPv6): 2601:845:8100:8850::/64
Primary DNS Server (IPv4): 75.75.75.75
Secondary DNS Server (IPv4):75.75.76.76
Primary DNS Server (IPv6):2001:558:feed::1
Secondary DNS Server (IPv6):2001:558:feed::2
WAN Link Local Address (IPv6): fe80::9258:51ff:fed6:abdb
DHCP Client (IPv4):Enabled
DHCP Client (IPv6): Enabled
DHCP Lease Expire Time (IPv4): 1d:23h:58m
DHCP Lease Expire Time (IPv6): 1d:19h:2m
WAN MAC: 90:58:51:D6:AB:DB
eMTA MAC:90:58:51:D6:AB:DA
CM MAC:90:58:51:D6:AB:D9
Initialization Procedure
Initialize Hardware:Complete
Acquire Downstream Channel:Complete
Upstream Ranging:Complete
DHCP bound:Complete
Set Time-of-Day:Complete
Configuration File Download:Complete
Registration:Complete
Cable Modem
HW Version:2.2
Vendor:Technicolor
BOOT Version:S1TC-3.49.18.14
Core Version:1.0
Model:CGM4140COM
Product Type:XB6
Flash Part:8192 MB
Download Version:Prod_18.1_d31 & Prod_18.1
Serial Number:152930069115319663
Downstream
Channel Bonding Value
Index
5
1
2
3
4
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
33
34
35
36
37
38
39
40
41
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
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
507 MHz
477 MHz
483 MHz
489 MHz
495 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
690 MHz
453 MHz
459 MHz
465 MHz
471 MHz
423 MHz
429 MHz
435 MHz
441 MHz
611600000
SNR
40.3 dB
40.8 dB
40.8 dB
40.6 dB
39.8 dB
40.5 dB
40.6 dB
40.6 dB
40.4 dB
40.8 dB
40.7 dB
40.7 dB
40.9 dB
41.0 dB
40.9 dB
40.9 dB
40.8 dB
40.7 dB
40.8 dB
40.7 dB
40.7 dB
40.5 dB
40.8 dB
41.7 dB
40.7 dB
40.8 dB
40.8 dB
40.8 dB
40.9 dB
40.9 dB
40.9 dB
40.8 dB
NA
Power Level
-1.9 dBmV
0.2 dBmV
0.1 dBmV
0.4 dBmV
-2.8 dBmV
-1.4 dBmV
-1.1 dBmV
0.9 dBmV
0.7 dBmV
0.6 dBmV
0.5 dBmV
0.5 dBmV
0.4 dBmV
0.3 dBmV
0.3 dBmV
0.3 dBmV
0.3 dBmV
0.2 dBmV
0.1 dBmV
0.1 dBmV
0.2 dBmV
0.1 dBmV
0.1 dBmV
1.4 dBmV
0.7 dBmV
0.8 dBmV
0.6 dBmV
0.5 dBmV
0.8 dBmV
0.6 dBmV
0.5 dBmV
0.5 dBmV
NA
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
OFDM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Locked
Frequency
35 MHz
29 MHz
22 MHz
16 MHz
Symbol Rate
5120
5120
5120
5120
Power Level
39.5 dBmV
40.0 dBmV
39.5 dBmV
39.5 dBmV
Modulation
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
CM Error Codewords
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
Unerrored Codewords
4146157689
4146205684
4146200109
4146199260
4146201952
4146208012
4146236741
4146237530
4146264151
4146243551
4146269721
4146276016
4146262554
4146299962
4145263043
4146303419
4146318587
4146322430
4146330250
4146329465
4146336972
4146327110
4146298976
24978651
4146325335
4146161890
4146164783
4146210253
4146166308
4146158027
4146157584
4146157689
Correctable Codewords
3664
12931
11945
13721
11961
12281
13944
15419
14859
12072
13360
13035
12757
14237
14086
15283
14972
14845
15146
14427
14982
13988
14612
23485889
14155
3760
3424
16778
3633
3754
3780
3664
Uncorrectable Codewords
Highlighted
Frequent Visitor

Re: Unstable Connection

The connection to my tv is wireless. The one to my PlayStation is wired.
Highlighted
Expert

Re: Unstable Connection

Well the stats were all good at that snapshot in time. Are there any RF signal error / event log entries being shown ? If so, please post them as well.



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!
Highlighted
Frequent Visitor

Re: Unstable Connection

This all that I saw as far as errors. CM Error Codewords
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
Unerrored Codewords
4146157689
4146205684
4146200109
4146199260
4146201952
4146208012
4146236741
4146237530
4146264151
4146243551
4146269721
4146276016
4146262554
4146299962
4145263043
4146303419
4146318587
4146322430
4146330250
4146329465
4146336972
4146327110
4146298976
24978651
4146325335
4146161890
4146164783
4146210253
4146166308
4146158027
4146157584
4146157689
Correctable Codewords
3664
12931
11945
13721
11961
12281
13944
15419
14859
12072
13360
13035
12757
14237
14086
15283
14972
14845
15146
14427
14982
13988
14612
23485889
14155
3760
3424
16778
3633
3754
3780
3664
Uncorrectable Codewords
Highlighted
Expert

Re: Unstable Connection

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......

 

Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

 

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!
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Frequent Visitor

Re: Unstable Connection

Thank you for all of your help!
Highlighted
Expert

Re: Unstable Connection

My pleasure !



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!
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Official Employee

Re: Unstable Connection

Hi Nateq. Apologies you are experiencing issues with your service. I can totally understand how frustrating it can be to have your services not remain as stable as you expect. We going to work diligently to identify a solution to your service issues. So that I can assist with further troubleshooting your internet connectivity issues, please send me a private message and include your full name and service address so I can access your account.

 

To send me a private, message click my name (ComcastJoeTru) to view my profile. Then click "Send a message" and private message me. 

 


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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.
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Frequent Visitor

Re: Unstable Connection

Message sent