Exadius join:2016-09-01 Boca Raton, FL |
[Connectivity] Intermittent Connection Issues in Boca -- Arris TG862I live in Boca Raton, Florida and I have Xfinity Blast internet.
About a year ago, my Ubee modem (leased from Comcast), stopped working and had to be replaced. The technition came out and gave me an Arris TG862g modem/router/voice all-in-one device. It solved the problem completely. Everything worked just fine and I rarely had a single connection problem (not counting bad weather because those random short outages are normal.) Fast forward to now..for the past month or so, when I'm playing games, or using chat programs..I notice the signal/connection is dropping for a split second. This causes forced disconnects in games, and it makes chat programs constantly refresh themselves. I also notice if I'm in a game, sometimes the in-game chat channels will 'reload' themselves, like if I just logged on. It does this constantly all throughout the day and night.
I've been trying to take notice of when the problems occur the most and over the last 3 days the game disconnections begin around 12 PM into the middle of the night. Eventually, it seems to subside until the following day. I had a Comcast technition come over yesterday. He said my modem appears to be functioning correctly and that the signals are fine. He told me someone would be out later in the week to check the area (But they won't contact me..so I'll have no idea if this even occurs or what the results are)
My PC is directly connected to the Arris modem/router via ethernet cable, so I'm not connecting through Wifi. Also, the modem lights never drop when the disconnections occur. The Wifi light is usually solid, and occasionally it flickers (This is normal I'm assuming)
I'm not exactly sure what the firmware version is. I can get into the modem settings but I'm not sure where to look. Is this it?
eMTA & DOCSIS Software Version: 9.1.103M2D.SIP.PC20.CT
I use Microsoft security essentials and Malwarebytes for Anti-virus.
I'm aware that during peak hours the internet is supposed to get slower, but to my knowledge, it isn't supposed to cause split-second disconnections relentlessly. Is there a way someone can please investigate this issue and get to the bottom of it? It's driving me nuts and I don't know what else to do. The technition suggested I could get my own modem, but if it isn't the modem causing the issue..and if it's network related..then that most likely wouldn't fix anything. Here is a traceroute I did a few minutes ago.
1 1 ms 1 ms 1 ms 2601:58c:c102:9610:200:caff:fe11:2233 2 11 ms 27 ms 12 ms 2001:558:40c0:94::1 3 13 ms 10 ms 11 ms xe-5-0-1-sur01.westboca.fl.pompano.comcast.net [ 2001:558:72:91::1] 4 14 ms 14 ms 11 ms 2001:558:70:66::1 5 12 ms 17 ms 19 ms xe-1-1-7-0-ar02.stuart.fl.pompano.comcast.net [2 001:558:70:33c::1] 6 19 ms 19 ms 14 ms hu-0-9-0-1-ar01.northdade.fl.pompano.comcast.net [2001:558:70:327::2] 7 * * * Request timed out. 8 18 ms 17 ms 17 ms hu-0-11-0-1-pe03.nota.fl.ibone.comcast.net [2001 :558:0:f8bc::2] 9 25 ms 29 ms 24 ms ix-xe-0-1-2-0.tcore1.MLN-Miami.ipv6.as6453.net [ 2001:5a0:1800::25] 10 32 ms 28 ms 28 ms 2001:5a0:40::c2 11 27 ms 26 ms 27 ms 2600:1403:1::48f6:407a
Trace complete.
Today, starting at exactly 12PM, the disconnections have started in again. I've had 6 game disconnections in a six hour span. Everytime it disconnects, my internet is still up and running. There is never a total loss of internet. Can an experienced technition please help me? ;x |
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| Exadius |
Also..here is some information off the modem/router's settings..if it provides any insight. (It's posted on the Comcast forums and won't copy/paste onto here properly..so..here's the link) » forums.xfinity.com/t5/Yo ··· #M243333 |
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Gunny123 join:2016-04-03 Jamaica Plain, MA |
What are your upstream and downstream power levels?
May want to get your own router and modem and save yourself the $10 a month. |
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EGThe wings of love Premium Member join:2006-11-18 Union, NJ |
EG to Exadius
Premium Member
2016-Sep-3 3:03 pm
to Exadius
Post the SNR figures as well. |
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Exadius join:2016-09-01 Boca Raton, FL 1 edit |
to Gunny123
I've heard about/read the 'own modem/router' suggestion but my question is what if it isn't the modem? Then, a replacement modem wouldn't do much for fixing it. I couldn't connect to Comcast's website live support so I messaged their facebook feed. Someone arranged for a field tech. to come out this week. He said he'd check up on things this Friday and if nothing is resolved, he'd send a house tech. out to swap the modems. Also, the first online support agent said 'Modem is fine', second said 'He saw things in the red', and then the one from facebook said he 'notices fluctuations with the signal'..I don't know what to believe at this point. Here's some info. from the modem. It didn't copy/paste the format very well so I had to edit it, unless there's some easy way of showing all the stats that I'm not aware of.
Arris TG862g All-In-One
Upstream Channel Bonding Value Index 1 2 3 Lock Status Locked Locked Locked Frequency 21MHz 27.9MHz 34.8MHz Symbol Rate 5120KSym/sec 5120KSym/sec 5120KSym/sec Power Level 45.5dBmV 45.5dBmV 45.5dBmV Modulation QAM64 QAM64 QAM64
Downstream Channel Bonding Value Index 1 2 3 4 5 6 7 8 Lock Status Locked Locked Locked Locked Locked Locked Locked Locked Frequency 639MHz 645MHz 651MHz 657MHz 663MHz 669MHz 675MHz 681MHz SNR 37.9dB 37.9dB 37.6dB 38.2dB 38.6dB 38.2dB 38.6dB 38.2dB Power Level 4.5dBmV 4.5dBmV 4dBmV 3.5dBmV 4dBmV 3.9dBmV 4.5dBmV 4.3dBmV Modulation 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM |
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Gunny123 join:2016-04-03 Jamaica Plain, MA |
Still need to check your upstream power levels. This is one of the most common reasons why your internet kicks out. |
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EGThe wings of love Premium Member join:2006-11-18 Union, NJ |
EG
Premium Member
2016-Sep-7 12:34 am
said by Gunny123:Still need to check your upstream power levels. This is one of the most common reasons why your internet kicks out. Upstream Channel Bonding Value Index 1 2 3 Lock Status Locked Locked Locked Frequency 21MHz 27.9MHz 34.8MHz Symbol Rate 5120KSym/sec 5120KSym/sec 5120KSym/sec Power Level 45.5dBmV 45.5dBmV 45.5dBmV Modulation QAM64 QAM64 QAM64 ??? |
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Exadius join:2016-09-01 Boca Raton, FL |
What? I went into the modem's settings and that's what it showed..unless you want something else ;x |
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Gunny123 join:2016-04-03 Jamaica Plain, MA |
to EG
Sorry, didn't read fully lol. |
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EGThe wings of love Premium Member join:2006-11-18 Union, NJ |
EG to Exadius
Premium Member
2016-Sep-7 10:29 am
to Exadius
FWIW, those are o/k. Perhaps the person that originally asked the question will have more... |
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Exadius join:2016-09-01 Boca Raton, FL |
Just an update..this morning the same Comcast technition showed up un-announced and swapped my modem out for an Arris XB3 all-in-one..so..I guess I'll try it out today and see if the problem persists. |
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Exadius 1 edit |
(Updated) It's been 24 hours now. I've had zero disconnections. Clearly, that stupid modem was the problem. |
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