Xfinity 100 Mbps connection keeps dropping (intermittent) multiple times per hour

And this is the event log from the modem

this is modem connection - as you can see, power and SNR values are looking good, however a lot of 'uncorrectables' - let me know if I am missing something here

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm 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 can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

could it be that it's the ISP  that drops the connection and not my router/modem?

Hi @John_H3, 

Thank you for posting and welcome to the Xfinity Forum! I agree with @EG. I'd be more than happy to investigate your issues a little more to see what we need to do to make this right. To get started, please send me a private message with your first and last name. To send a private message, click on "ComcastChe" and then click send a message. 

Great - I will get in touch through private messaging

p.s., I hope we can improve it soon - working from home with a connection dropping multiple times an hour is literally killing me

Thank you so much for your help EG! I would be glad to be working with Xfinity tech support team and figure our the problem

and this are the log from this afternoon - it has been really bad

Hi ComcastChe,

thank you for working on it and for conferming Upstream issues and T3/T4 timeouts.

I will be working from home tomorrow all day, and I will be in front of my PC. Let's see how it goes and I will report it here. Hope we can soon find a solution.

Have a good evening and I will be in touch.

Thank you, ~JH 

... and these are the results from StarTrinity Continuous Speet Test (it is an image, it would need to be approved by a moderator, I think).

text summary for the last 2 hours:

-1h 2m uptime (58%)

-45 m downtime (42%)

-61x downtime(s)

I'm done testing on my end. Upon checking your node, I was able to confirm there are some Upstream issues being reported in your area, but it has not yet been confirmed an outage or known issue. Your signals are all green as well, but I do see a lot of T3/T4 timeouts. Let's see if the troubleshooting I completed will help any. 

Can we please monitor this over the next 24-hours and let me know if there is a change on your end? If the issues are still present as of tomorrow, I will see if I am able to get a tech out again so we can get this escalated to the maintenance team, for investigation of possible issues at the node or on your line. 

Hi, good morning - unfortunately I keep having huge issues. I began working this morning around 7 am, connection already dropped >50 times! I need to work from home - this is like not having an internet connection: cannot make a work t-call, the longest internet is up is ~10 minutes 😞

Let me know, what next steps are. Thanks everyone again for help and support!

this is snapshot of the last 20 minutes: 3 downtimes

some more modem logs:

to add more info,

in the last 80 minutes today (5/28), I have had 8 downtimes

my internet was down:

- at 5:14 pm for 11m 45s

- at 5:26 pm for 20m 36s

-at 17:58 for 1m 3s

- at 18:14 for 5m37s

-at 18:24 for 4m22s

overall, internet is being down more than 50% of the time