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Wifi outages

vickylmartinez
Frequent Visitor

Wifi outages

What's with all the internet outages lately? This is the 2nd time in 3 days.
EG
Expert

Re: Wifi outages

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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vickylmartinez
Frequent Visitor

Re: Wifi outages

My on demand is fine. Its my wifi. This is now the 6th outage in 2 weeks. It shows as an official outage in my area and I lose my wifi/internet for half or full days. The system gave me a $15 credit but that doesn't begin to cover all my lost time and access. It is literally happening almost every other day. It comes back for a day then there's another outage in my area (or so it tells me every time it happens). That seems like an awful lot of outages for one area. Is there anything that can be done?
EG
Expert

Re: Wifi outages

It's not clear that you tried the hardwired test ?



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vickylmartinez
Frequent Visitor

Re: Wifi outages

My apologies I hadn't realized I left off the most important part of my response. Yes it affects both the wifi and the direct connect. I have a a couple of Roku devices as well as an on Demand set up. I am getting cable thru the On Demand just fine as well as a basic connector in another room. So cable/live TV works fine but nothing via internet either directly connected to the router or via wifi. I just get an error saying no internet connection found and all the wifi connections tell me no internet available (and Comcast/Xfinity still shows as outage in my area and the boxes for restarting my connection are grayed so no option to reboot/restart my device thru their app).
Thank you, by the way, for taking the time to consider and assist me with this. Much appreciated!
EG
Expert

Re: Wifi outages

No worries ! Quite welcome ! 

 

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 ?




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vickylmartinez
Frequent Visitor

Re: Wifi outages

Ok took forever to figure where to find the info. 1st I couldn't access the 192 site it kept timing out. Got onto the other only after I got internet access back (for how long who knows) because it too kept timing out. Finally, success! So here goes:
Device: Cisco DPC3941T
Upstream power level: 54.000dBmV
Downstream power level: -10.600dBmV
SNR (there were 24 columns) but the first listed is 37.636 then 38.605 and it alternates between those with an odd 37.356 thrown in and ending on column 24 with 366.10
I think I got everything hahaha
Again you have no idea how nice it is just to know someone is interested enough to ask questions lol (the device is fairly old but I don't see how that could cause outages "in my area". I know I'm special but that's too special lol
Thanks again!
EG
Expert

Re: Wifi outages

The upstream power is too high / out of spec. The downstream power is weak as well. 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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vickylmartinez
Frequent Visitor

Re: Wifi outages

So, I get that all the things you pointed would affect my service. But these outages I am talking about are, according to Xfinity, outages in my area. I still don't see how any of the referenced potential problems/fixes would affect my entire "area" to cause an outage, not just to me. The outages I am experiencing are indicated as "area outages" per Xfinity. Not that I don't appreciate the info because I will definitely have it looked at in hopes of improving my overall service. So thank you so much for your response. Your knowledge and assistance is greatly appreciated. But my initial question still seems unanswered in regard to the area outages I am experiencing. I'm not sure I understand how fixing my connections will prevent an outage for my entire area. Though I could be wrong lol
You are awesome though for all your time spent trying to help me. You are my newest hero😎
EG
Expert

Re: Wifi outages

Quite welcome ! Wide area *outages* weren't specifically mentioned. 90% of the time, signal impairments are typically at the customer's premises.



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