Community Forum

connection drops constantly

xelalex
Frequent Visitor

connection drops constantly

See this thread below. This is where I am right now. Started by replacing the router, more support calls, one of the phone techs actually confirmed some latency so I was able to get a tech visit. That person replaced every scrap of wire between the pole and my router to no avail. THat tech said that if this didn;t work there is something else on top of the pole he didn;t have access to. THis thread confirms that there was an issue w/ equipment in the neighborhood that once replaced fixed everything. Please hurry! I can't work like this and my wife is screaming for a different provider.

 

 

https://forums.xfinity.com/t5/Your-Home-Network/Periodic-connection-drops-Hourly-now-about-every-15-...

EG
Expert

Re: connection drops constantly

What do the modem's signal stats look like ? 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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xelalex
Frequent Visitor

Re: connection drops constantly

Cable Modem
HW Version:9
Vendor:ARRIS Group, Inc.
BOOT Version:0.1.9.430478
Core Version:daisy
Model:TG3482G
Product Type:XB6
Flash Part:468 MB
Download Version:7.1.1.1.69

xelalex
Frequent Visitor

Re: connection drops constantly

IndexLock StatusFrequencySNRPower LevelModulation
Downstream
Channel Bonding Value
5
0
2
3
4
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
 
Locked
NotLocked
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
549000000
 
531000000
537000000
543000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
603000000
609000000
615000000
621000000
627000000
633000000
639000000
645000000
651000000
657000000
663000000
669000000
675000000
681000000
687000000
693000000
699000000
705000000
711000000
659600000
38.983261
 
38.605377
38.605377
38.983261
38.983261
38.983261
38.983261
38.605377
38.605377
38.983261
38.605377
38.605377
38.605377
38.983261
38.983261
38.983261
38.983261
38.605377
38.605377
38.605377
38.983261
38.605377
38.983261
38.983261
38.983261
38.983261
38.983261
38.983261
38.605377
38.605377
38.983261
NA
8.400002
 
8.300003
8.599998
8.599998
8.599998
8.699997
8.199997
8.800003
8.800003
8.500000
8.500000
8.599998
8.699997
9.000000
9.599998
9.000000
9.199997
9.699997
9.800003
9.400002
10.199997
10.000000
9.800003
10.300003
10.500000
10.000000
10.500000
11.199997
10.500000
10.900002
11.400002
NA
QAM256
UNSUPPORTED
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
OFDM
IndexLock StatusFrequencySymbol RatePower LevelModulation
Upstream
Channel Bonding Value
1
2
3
4
5
Locked
Locked
Locked
Locked
Locked
16400000
39600000
22800000
29200000
35600000
5120 KSym/sec
1280 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
43.520599
39.750000
43.270599
43.020599
42.770599
64QAM
64QAM
64QAM
64QAM
64QAM
EG
Expert

Re: connection drops constantly

The stats are o/k. Are there any RF / modem error log entries being shown ? If so, please post them as well.



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xelalex
Frequent Visitor

Re: connection drops constantly

Is that these?

 

ti_dhcp6c[9976]: 72001011-DHCPv6 - Missing Required Option 822020/9/15 08:43:21Critical
ti_dhcp6c[9976]: 72001011-DHCPv6 - Missing Required Option 242020/9/15 08:43:21Critical
ti_dhcp6c[9976]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Tue Sep 15 14:43:20 20202020/9/15 08:43:21Critical
ti_dhcp6c[9976]: 72001015-DHCPv6 Failed - No Prefix Available2020/9/15 08:43:20Critical
ti_dhcp6c[9976]: 72001014-DHCPv6 Failed - No Address Available2020/9/15 08:43:20Critical
ti_dhcp6c[9976]: 72001011-DHCPv6 - Missing Required Option 822020/9/15 08:43:20Critical
ti_dhcp6c[9976]: 72001011-DHCPv6 - Missing Required Option 242020/9/15 08:43:20Critical
DHCPv4[8965]: 72001001-DHCPv4 Provision - Completed2020/9/15 08:43:14Informational
ti_dhcp6c[9476]: 72001011-DHCPv6 - Missing Required Option 242020/9/15 08:40:44Critical
ti_dhcp6c[9476]: 72001011-DHCPv6 - Missing Required Option 242020/9/15 08:40:44Critical
[Harvester][2872]: Harvester StartRadioTrafficHarvesting Starting Thread to start RadioTraffic Data Harvesting2020/9/14 09:41:52Notice
EG
Expert

Re: connection drops constantly

No.

 

Those router component event log entries are unhelpful, unfortunately...

 

O/k we've seen many posts here recently indicating that they have now blocked the end user from accessing the modem component's RF signal error log entries in the Comcast supplied gateway devices. A BIG mistake in my opinion......



 

 



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EG
Expert

Re: connection drops constantly

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 !



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xelalex
Frequent Visitor

Re: connection drops constantly

Thank you. Hopefully I will hear something soon. 

 

EG
Expert

Re: connection drops constantly

Quite welcome !



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ComcastMorgan
Official Employee

Re: connection drops constantly

Hi. xelalex. Appreciate you posting here in the community for support. We want to help! 

 

It's frustrating to hear that you're experiencing some continued issues with the internet connection. I'd like to take a look at some diagnostics on this end, to get started on working toward a solution. Please send me a PM with your first and last name. We will continue from there!

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.  


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