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Internet Issues #5396531 04/07/20 02:48 PM
Joined: Aug 2004
Posts: 21,874
The Critic Offline OP
OP Offline
Joined: Aug 2004
Posts: 21,874
Background: I have been subscribing to the Xfinity/Comcast 175 megabit pkg for 6 months with zero issues until approx two weeks ago. The modem is an Arris SB8200.

Issues:
1) Intermittent loss of connection. When this happens, the modem is unable to connect (and authenticate). When this occurs, multiple modem reboots and hard resets have no effect. This issue is most prominent during peak hours (late morning, early afternoon). The loss of service happens on most weekdays and lasts for at least an hour each time. I have never experienced out-of-service issues on the weekends or late at night.
2) Modem is connected, but the connection is extremely slow. Only certain sites will work. This is sporadic.

Solutions tried:
1) Comcast sent a tech to inspect the connection. A ground block and Moca filter were replaced at my house. The tech did testing at the neighborhood "vault" and stated that network congestion is the most likely issue, which cannot be resolved. Supposedly, the tech disconnected my home's connection, connected his testing equipment, and was able to confirm the connectivity issues I am experiencing. Three other houses are connected to the same vault and my neighbors' state they are experiencing occasional slowness, but not the out of service issues I have been having.
2) I have replaced my wifi router with a different brand (and set-up), no improvement was observed.
3) I am currently using my other neighbor's Xfinity connection. He is connected to a different "vault" and his connection is perfect, so I am strongly suspicious that there is a connection issue somewhere.

Logs:
1) Modem power levels:
https://i.imgur.com/4KClr1t.jpg
https://i.imgur.com/FH5oMC5.jpg
https://i.imgur.com/eD24jh4.jpg

2) Error Logs:
https://i.imgur.com/9NpkXsw.jpg
https://i.imgur.com/BkN91Px.jpg
https://i.imgur.com/rJpJkq9.jpg

Any help is greatly appreciated.

Thanks.

Last edited by The Critic; 04/07/20 02:50 PM.

2011 Toyota Prius 1.8L - 207K - Valvoline Premium Blue Restore 10W-30
2007 Honda Accord 2.4L - 146K - Valvoline Premium Blue Restore 10W-30
Re: Internet Issues [Re: The Critic] #5396537 04/07/20 02:54 PM
Joined: Sep 2008
Posts: 2,273
B
Boomer Offline
Offline
B
Joined: Sep 2008
Posts: 2,273
Same thing happening here using Verizon. Huge number of people streming netflix and other film services. Worst Internet service EVER!


2019 VW Passat 2.0 liter gasoline DI engine, DI, 2,700 miles, Castrol Professional VW 508 0W-20
2017 VW Golf All Track 1.8 liter gas engine DI, 25,500 miles Castrol Professional VW 505 5W-40
Re: Internet Issues [Re: The Critic] #5396546 04/07/20 03:08 PM
Joined: Dec 2002
Posts: 4,603
W
Whimsey Offline
Offline
W
Joined: Dec 2002
Posts: 4,603
Here in NW NJ since the schools are closed as well as many businesses I'm experiencing the same. Everybody is home playing computer games or watching movies. The system is just overloaded.

Whimsey

Re: Internet Issues [Re: The Critic] #5396547 04/07/20 03:11 PM
Joined: Dec 2006
Posts: 622
N
NYSteve Offline
Offline
N
Joined: Dec 2006
Posts: 622
Hey Critic,
One of the things to do is bite the bullet and rent an comcast modem. This eliminates them blaming your equipment as the issue.

The other thing to try is changing your DNS to something like cloudflare. It sounds like this is a very local issue to your pedestal as oppose to your neighborhood node or backend.

PM'ing some other info.

Last edited by NYSteve; 04/07/20 03:17 PM.
Re: Internet Issues [Re: The Critic] #5396561 04/07/20 03:31 PM
Joined: Mar 2004
Posts: 24,475
D
Donald Offline
Offline
D
Joined: Mar 2004
Posts: 24,475
Can you throttle your router to the outbound and inbound rate you are setup (paying) for?


2015 Ford F-250 w/Powerstroke
2016 Subaru Crosstrek CVT (wife's)
Re: Internet Issues [Re: The Critic] #5396566 04/07/20 03:35 PM
Joined: Oct 2015
Posts: 545
T
TmanP Offline
Offline
T
Joined: Oct 2015
Posts: 545
I'd guess you have a connection issue. We have Comcast/Xfinity, and, even with the increased demand from everyone being home, I tested our speed at 115 mbps, and we are just paying for 100. I'd keep digging, particularly if your neighbors' connection works well.


2012 Toyota Camry 2.5 60,000 mi
2015 Chevy Silverado LT Z71 5.3 V8 50,000 mi
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Re: Internet Issues [Re: The Critic] #5396606 04/07/20 04:08 PM
Joined: Nov 2018
Posts: 2,530
Skippy722 Online Happy
Online Happy
Joined: Nov 2018
Posts: 2,530
When I was getting T3/T4 time puts it was because the line from the pole to my house was chewed up, but my power levels were way out of whack. Like +15 down and 56-57 up.


2019 Ram 1500 Classic
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Re: Internet Issues [Re: The Critic] #5396611 04/07/20 04:15 PM
Joined: May 2002
Posts: 3,201
C
csandste Offline
Offline
C
Joined: May 2002
Posts: 3,201
Spectrum. Amazon occasionally buffers at night. Like toilet paper, associated it with everyone being home. Hope this comment doesn't lock it.


2017 Kia Soul+ Valvoline Daily Protection 5w30+ a bit of Harvest King syn 5w30-- 75,000 miles
Re: Internet Issues [Re: The Critic] #5396615 04/07/20 04:19 PM
Joined: Sep 2015
Posts: 2,662
M
mk378 Offline
Offline
M
Joined: Sep 2015
Posts: 2,662
The error log shows a period of complete signal loss sometime on or before 4/2, then a reset on 4/7 at 10:35, signal re-acquisition at 10:36 and good operation since then.

The signal levels are good.

As I understand it the "vault" is a passive tap off of a main cable, the main cable starts at a neighborhood level CMTS which converts everyone's service to / from fiber optic. The fiber is much faster than cable, so the congestion occurs leading into the CMTS.

Re: Internet Issues [Re: mk378] #5396625 04/07/20 04:27 PM
Joined: Aug 2004
Posts: 21,874
The Critic Offline OP
OP Offline
Joined: Aug 2004
Posts: 21,874
I did a hard reset around 10:30 this morning. The Internet has pretty much been unusable all day today.

This is a speedtest that I did from my phone just a few minutes ago.

03E198C9-9F77-436E-BD7B-5C28A74BFE42.png

2011 Toyota Prius 1.8L - 207K - Valvoline Premium Blue Restore 10W-30
2007 Honda Accord 2.4L - 146K - Valvoline Premium Blue Restore 10W-30
Re: Internet Issues [Re: The Critic] #5396636 04/07/20 04:50 PM
Joined: Dec 2012
Posts: 1,319
W
WhyMe Offline
Offline
W
Joined: Dec 2012
Posts: 1,319
i too have experience internet problems like slow speeds and drops recently . i have just been attributing it to suddenly having a few hundred thou of people using the pipeline at home that would normally be at work. i really hope this is over soon

my mom had an issue of drops in the past and even though the tech said the signal was strong , when another tech came out he changed a coax connector that he said was the issue and no more drops . you know how i know? because mom will call me everytime there is an issue .LOL

Last edited by WhyMe; 04/07/20 04:50 PM.
Re: Internet Issues [Re: The Critic] #5396638 04/07/20 04:54 PM
Joined: Aug 2009
Posts: 4,312
J
JimPghPA Offline
Offline
J
Joined: Aug 2009
Posts: 4,312
Here in Pittsburgh PA the schools will ALL begin teaching online in the middle of April. That may increase the load on the local internet, though I am sure some of those kids are now using the internet for other things and will be simply switching over what they are using it for. It will be interesting to see if all of them being home schooled via the internet over-loads the system.

Until then the teachers are being trained via the internet on how to conduct online classes from their homes.

Last edited by JimPghPA; 04/07/20 04:56 PM.

Boy will I be happy when ALL vehicles on public roads are autonomous.


JimPghPa

Re: Internet Issues [Re: The Critic] #5396662 04/07/20 05:26 PM
Joined: Jul 2013
Posts: 3,078
N
NormanBuntz Offline
Offline
N
Joined: Jul 2013
Posts: 3,078
Consider yourself fortunate. I live in a rural part of NC where my download speed from Centurylink is limited to 6 mbps (six). My other choice is Mediacom, the cable company rated the worst by Consumer Reports a few years ago.


Porgy Tirebiter: "Heavy on the 30 weight, Mom."
2017 Toyota Camry XLE, 12K, 2nd owner
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2007 Infiniti M35, 116K, original owner
Re: Internet Issues [Re: The Critic] #5396704 04/07/20 06:19 PM
Joined: Feb 2004
Posts: 2,148
M
Mamala Bay Offline
Offline
M
Joined: Feb 2004
Posts: 2,148
I use a VPN and notice certain cities have a hard time connecting BIG cities with high population. So I go with a rural city, cities I've never heard of no problems with connection.

Originally Posted by The Critic
Background: I have been subscribing to the Xfinity/Comcast 175 megabit pkg for 6 months with zero issues until approx two weeks ago. The modem is an Arris SB8200.

Issues:
1) Intermittent loss of connection. When this happens, the modem is unable to connect (and authenticate). When this occurs, multiple modem reboots and hard resets have no effect. This issue is most prominent during peak hours (late morning, early afternoon). The loss of service happens on most weekdays and lasts for at least an hour each time. I have never experienced out-of-service issues on the weekends or late at night.
2) Modem is connected, but the connection is extremely slow. Only certain sites will work. This is sporadic.

Solutions tried:
1) Comcast sent a tech to inspect the connection. A ground block and Moca filter were replaced at my house. The tech did testing at the neighborhood "vault" and stated that network congestion is the most likely issue, which cannot be resolved. Supposedly, the tech disconnected my home's connection, connected his testing equipment, and was able to confirm the connectivity issues I am experiencing. Three other houses are connected to the same vault and my neighbors' state they are experiencing occasional slowness, but not the out of service issues I have been having.
2) I have replaced my wifi router with a different brand (and set-up), no improvement was observed.
3) I am currently using my other neighbor's Xfinity connection. He is connected to a different "vault" and his connection is perfect, so I am strongly suspicious that there is a connection issue somewhere.

Logs:
1) Modem power levels:
https://i.imgur.com/4KClr1t.jpg
https://i.imgur.com/FH5oMC5.jpg
https://i.imgur.com/eD24jh4.jpg

2) Error Logs:
https://i.imgur.com/9NpkXsw.jpg
https://i.imgur.com/BkN91Px.jpg
https://i.imgur.com/rJpJkq9.jpg

Any help is greatly appreciated.

Thanks.

Originally Posted by The Critic
Background: I have been subscribing to the Xfinity/Comcast 175 megabit pkg for 6 months with zero issues until approx two weeks ago. The modem is an Arris SB8200.

Issues:
1) Intermittent loss of connection. When this happens, the modem is unable to connect (and authenticate). When this occurs, multiple modem reboots and hard resets have no effect. This issue is most prominent during peak hours (late morning, early afternoon). The loss of service happens on most weekdays and lasts for at least an hour each time. I have never experienced out-of-service issues on the weekends or late at night.
2) Modem is connected, but the connection is extremely slow. Only certain sites will work. This is sporadic.

Solutions tried:
1) Comcast sent a tech to inspect the connection. A ground block and Moca filter were replaced at my house. The tech did testing at the neighborhood "vault" and stated that network congestion is the most likely issue, which cannot be resolved. Supposedly, the tech disconnected my home's connection, connected his testing equipment, and was able to confirm the connectivity issues I am experiencing. Three other houses are connected to the same vault and my neighbors' state they are experiencing occasional slowness, but not the out of service issues I have been having.
2) I have replaced my wifi router with a different brand (and set-up), no improvement was observed.
3) I am currently using my other neighbor's Xfinity connection. He is connected to a different "vault" and his connection is perfect, so I am strongly suspicious that there is a connection issue somewhere.

Logs:
1) Modem power levels:
https://i.imgur.com/4KClr1t.jpg
https://i.imgur.com/FH5oMC5.jpg
https://i.imgur.com/eD24jh4.jpg

2) Error Logs:
https://i.imgur.com/9NpkXsw.jpg
https://i.imgur.com/BkN91Px.jpg
https://i.imgur.com/rJpJkq9.jpg

Any help is greatly appreciated.

Thanks.



Did you reset your modem and router( I believe you did). If you wanted to test the router I would go directly with the modem first(no wifi) and if connection is still the same you can rule the router out.
Sounds like your modem is trying to get a connection. Sometimes current shock can take a modem out so you need to reset it.

I don't believe your connection could be that bad with heavy internet usage...I'd check your modem could be at fault.

Re: Internet Issues [Re: mk378] #5396752 04/07/20 07:21 PM
Joined: Mar 2004
Posts: 24,475
D
Donald Offline
Offline
D
Joined: Mar 2004
Posts: 24,475
Originally Posted by mk378
The error log shows a period of complete signal loss sometime on or before 4/2, then a reset on 4/7 at 10:35, signal re-acquisition at 10:36 and good operation since then.

The signal levels are good.

As I understand it the "vault" is a passive tap off of a main cable, the main cable starts at a neighborhood level CMTS which converts everyone's service to / from fiber optic. The fiber is much faster than cable, so the congestion occurs leading into the CMTS.


The cable companies do the local hookup one way and the phone companies do it a different way. Phone company does it in a superior way with PON.


2015 Ford F-250 w/Powerstroke
2016 Subaru Crosstrek CVT (wife's)
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