Visitor
•
5 Messages
Internet Connection Dropping
I've had intermittent internet connections being dropped over my WiFi network. I finally dug into the logs for my WiFi and for my modem, and I've found that my modem had a lot of errors over the last day or two, which is corresponding to the internet going out and not coming back up within 2 minutes like it normally does. The logs show critical errors related to UCD invalid or channel unusable, SYNC timing synchronization failure, no maintenance broadcasts... things like that. My WiFi logs don't show any issues related to the WiFi network.
I was notified that Xfinity completed work in my area to fix an urgent network performance issue on Aug 21. The work didn't decrease the amount of internet connection drops, and it was really bad over the last couple of days. A tech was out the year before and mentioned that not all of the channels were "bonding" at my home... but nothing was followed up that I can tell.
Is there any way to chat with someone to take a look at either Xfinity's logs or my logs to see if there are any opportunities for a fix?
EG
Expert
•
113.3K Messages
3 days ago
What do the modem's signal status values look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1
Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.
What is the exact make and model number of the modem / gateway device ?
2
0
EG
Expert
•
113.3K Messages
2 days ago
This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless.
The downstream power is on the low / weak side and it may be intermittently fluctuating even lower to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/reconfigured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.
Also, check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, or animal chews.
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.
Good luck with it !
1
0
EG
Expert
•
113.3K Messages
2 days ago
Quite welcome ! Please redact all of the CM MAC and the CMTS MAC addresses from your error log entries for privacy. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publicly. It flagged your post as "Private".
0