Unstable Internet Connection, frequent long disconnects

Connection was up all day yesterday into this morning, now out again. Called comcast, got a tier 1 tech. She said systems were saying to change IP (she didn't know what that meant, or how to do it) and also for me to call TP-Link to change some settings (huh?). I have a TC-7610 which i don't think even has any settings to change... -Adrian 

The signal stats are o/k but the error log entries indicate that something is going on. 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 !

Hi @adrian7780, 

Welcome to the Xfinity Forums and thank you for sharing your experience. I'm sorry that you're still having these intermittent connectivity issues. I'd be more than happy to review your account and check for any noise on the line or issues at the node. 

To get started, please send me a private message with your first and last name (and the name of the account holder) and the house number associated with your service address. To send a private message, click on "ComcastChe" and then click send a message. 

We are facing the same issue of frequent disconnection of internet and phone service. We are four adults working from home and using wireless internet provided by the newest Comcast modem model. Our devices are also not a fault. There MUST be a way for us to have a stable connection!  I heard that our modem provides 2GB...that should be enough, right? Our devices are all in close proximity to the modem as well.

Even though we all have Zoom calls etc, my daughter has to facilitate and moderate Zoom conferences and webinars - and all of a sudden "she's dropped from the face of the earth", so to speak, because the internet is gone! That just can't happen anymore - we need a solution.

About a year ago, our lines were renewed as well, and we also received a new modem. Don't know what else to do other than switching to Verizon - which I'd like to forego.

May I ask how you got to this error log? I'd like to look ours up, too. Thanks!

- Sunny

@user_36f98d 

Please create a new topic of your own here on this board detailing your issue (copy and paste the text of your post). Thanks. Year old dead now being closed.