Hello,
My internet connection keeps dropping every 5-10 minutes. This has been happening for the past three hours and I have reset the modem, gone through all the Xfinity Assistant diagnostic tools and it is still have issues.
Device: ARRIS SURFboard SBG10
Log after the latest drop:
Downstream
|
DCID |
Freq |
Power |
SNR |
Modulation |
Octets |
Correcteds |
Uncorrectables |
| Downstream 1 |
4 |
435.00 MHz |
5.90 dBmV |
43.38 dB |
256QAM |
4528246 |
0 |
0 |
| Downstream 2 |
1 |
417.00 MHz |
6.00 dBmV |
43.38 dB |
256QAM |
5157968 |
7 |
0 |
| Downstream 3 |
2 |
423.00 MHz |
6.10 dBmV |
43.38 dB |
256QAM |
5152112 |
0 |
0 |
| Downstream 4 |
3 |
429.00 MHz |
5.90 dBmV |
43.38 dB |
256QAM |
5192098 |
0 |
0 |
| Downstream 5 |
5 |
441.00 MHz |
5.90 dBmV |
43.38 dB |
256QAM |
5125006 |
0 |
0 |
| Downstream 6 |
6 |
447.00 MHz |
5.90 dBmV |
40.95 dB |
256QAM |
5111404 |
0 |
0 |
| Downstream 7 |
7 |
453.00 MHz |
5.90 dBmV |
43.38 dB |
256QAM |
5177358 |
0 |
0 |
| Downstream 8 |
8 |
459.00 MHz |
6.00 dBmV |
43.38 dB |
256QAM |
5111809 |
0 |
0 |
| Downstream 9 |
9 |
465.00 MHz |
6.00 dBmV |
40.95 dB |
256QAM |
5562992 |
7 |
0 |
| Downstream 10 |
10 |
471.00 MHz |
6.00 dBmV |
40.95 dB |
256QAM |
5578487 |
0 |
0 |
| Downstream 11 |
11 |
477.00 MHz |
6.10 dBmV |
43.38 dB |
256QAM |
5588059 |
13 |
0 |
| Downstream 12 |
12 |
483.00 MHz |
6.30 dBmV |
43.38 dB |
256QAM |
4507965 |
0 |
0 |
| Downstream 13 |
13 |
489.00 MHz |
6.40 dBmV |
43.38 dB |
256QAM |
5496810 |
12 |
0 |
| Downstream 14 |
14 |
495.00 MHz |
6.50 dBmV |
43.38 dB |
256QAM |
5492910 |
804 |
0 |
| Downstream 15 |
15 |
507.00 MHz |
6.50 dBmV |
43.38 dB |
256QAM |
5528350 |
5 |
0 |
| Downstream 16 |
16 |
513.00 MHz |
6.60 dBmV |
43.38 dB |
256QAM |
5446579 |
0 |
0 |
Upstream
|
UCID |
Freq |
Power |
Channel Type |
Symbol Rate |
Modulation |
|
| Upstream 1 |
19 |
29.20 MHz |
40.25 dBmV |
DOCSIS2.0 (ATDMA) |
5120 kSym/s |
64QAM |
| Upstream 2 |
20 |
35.60 MHz |
40.00 dBmV |
DOCSIS2.0 (ATDMA) |
5120 kSym/s |
64QAM |
| Upstream 3 |
17 |
16.40 MHz |
39.50 dBmV |
DOCSIS2.0 (ATDMA) |
5120 kSym/s |
64QAM |
| Upstream 4 |
18 |
22.80 MHz |
39.50 dBmV |
DOCSIS2.0 (ATDMA) |
5120 kSym/s |
64QAM |
| System Uptime: |
0 d: 0 h: 04 m |
| Computers Detected: |
staticCPE(1), dynamicCPE(0) |
| CM Status: |
OPERATIONAL |
| Time and Date: |
Wed 2024-10-09 18:18:38 |
| Interface Name |
Provisioned |
State |
Speed (Mbps) |
MAC address |
| LAN Port 1 |
Disabled |
Down |
----- |
[Edited: "Personal Information"] |
| LAN Port 2 |
Enabled |
Down |
----- |
[Edited: "Personal Information"] |
| LAN Port 3 |
Disabled |
Down |
----- |
[Edited: "Personal Information"] |
| LAN Port 4 |
Enabled |
Down |
----- |
[Edited: "Personal Information"] |
| CABLE |
Enabled |
Up |
----- |
[Edited: "Personal Information"] |
XfinityAlfonso
Official Employee
•
1.2K Messages
1 month ago
Hello @BC151 thanks so much for reaching out and providing this information from your device logs. The Downstream power levels do seem a hair out of range, but this may not be the full source of the issue, but is worth examining.
1
0
EG
Expert
•
107.1K Messages
1 month ago
@XfinityAlfonso No they're not.....
(edited)
1
0
EG
Expert
•
107.1K Messages
1 month ago
Is that with a WiFi connection ? If so, as a test, does a computer / device that is hardwired directly to the gateway device with an ethernet cable have the same problem ?
1
0
XfinityTony
Official Employee
•
1K Messages
1 month ago
@BC151 It has been a few days since we last heard from you. Did the issue return at all? If so, did hardwiring work?
1
0
EG
Expert
•
107.1K Messages
1 month ago
OK there are other signal stat values 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 (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check 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 those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
0
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