[SOLVED] Periodic connection drops on both wired and wireless devices

[r3ddr4g0n]

The issue: Every 10 minutes or so, my internet will disconnect for 5-10 seconds. If I'm playing a game or on a phone call, the connection will disconnect but then reconnect 10-15 seconds later. I've checked all the coaxial cable in my house multiple times, I've restarted my modem multiple times, I've asked Xfinity support to reset my connection multiple times.

This issue has been going on for about 3 months. When I first noticed it, I checked my modem compatibility on the Xfinity website. I saw that my modem (Arris svg2482ac) was no longer supported for gigabit service; it was supported when I had upgraded to gigabit.

I tried to resolve with Xfinity customer service phone line, but was told I would have to pay $50 for a technician to diagnose the issue. I thought that the issue was that my modem wasn't supported, so today I downgraded to 600mbps. I don't think the issue is resolved however, I'm monitoring my connection and still seeing brief disconnects.

I'm also seeing the below logs in my modem/router firewall logs:
FW.IPv6 INPUT drop , 1943 Attempts, 2022/6/30 13:21:22 Firewall Blocked

FW.IPv6 FORWARD drop , 45 Attempts, 2022/6/30 13:00:22 Firewall Blocked

FW.WANATTACK DROP , 108 Attempts, 2022/6/30 04:39:15 Firewall Blocked

FW.WANATTACK DROP , 22 Attempts, 2022/6/28 08:12:22 Firewall Blocked

FW.WANATTACK DROP , 81 Attempts, 2022/6/26 08:04:58 Firewall Blocked

FW.WANATTACK DROP , 139 Attempts, 2022/6/20 14:52:33 Firewall Blocked

FW.IPv6 FORWARD drop , 1156 Attempts, 2022/6/20 07:47:18 Firewall Blocked

FW.IPv6 INPUT drop , 60192 Attempts, 2022/6/20 07:47:14 Firewall Blocked

FW.IPv6 FORWARD drop , 929 Attempts, 2022/6/19 18:57:57 Firewall Blocked

FW.IPv6 INPUT drop , 112176 Attempts, 2022/6/19 18:57:08 Firewall Blocked

FW.IPv6 INPUT drop , 111500 Attempts, 2022/6/18 18:57:31 Firewall Blocked

FW.IPv6 FORWARD drop , 1095 Attempts, 2022/6/18 18:48:01 Firewall Blocked

FW.IPv6 INPUT drop , 112279 Attempts, 2022/6/17 18:57:05 Firewall Blocked

FW.IPv6 FORWARD drop , 547 Attempts, 2022/6/17 18:47:31 Firewall Blocked

FW.WANATTACK DROP , 80 Attempts, 2022/6/17 14:55:58 Firewall Blocked

FW.IPv6 INPUT drop , 112917 Attempts, 2022/6/16 18:57:22 Firewall Blocked

FW.IPv6 FORWARD drop , 327 Attempts, 2022/6/16 18:57:21 Firewall Blocked

FW.IPv6 INPUT drop , 112905 Attempts, 2022/6/15 18:57:07 Firewall Blocked

FW.IPv6 FORWARD drop , 355 Attempts, 2022/6/15 18:50:34 Firewall Blocked

FW.WANATTACK DROP , 51 Attempts, 2022/6/14 19:18:10 Firewall Blocked

FW.IPv6 INPUT drop , 111296 Attempts, 2022/6/14 18:57:25 Firewall Blocked

FW.IPv6 FORWARD drop , 339 Attempts, 2022/6/14 04:58:12 Firewall Blocked

FW.IPv6 INPUT drop , 112088 Attempts, 2022/6/13 18:57:13 Firewall Blocked

FW.IPv6 FORWARD drop , 692 Attempts, 2022/6/13 18:54:07 Firewall Blocked

FW.IPv6 INPUT drop , 111951 Attempts, 2022/6/12 18:57:31 Firewall Blocked

FW.IPv6 FORWARD drop , 697 Attempts, 2022/6/12 18:54:08 Firewall Blocked

FW.WANATTACK DROP , 21 Attempts, 2022/6/12 17:46:32 Firewall Blocked

FW.IPv6 INPUT drop , 112312 Attempts, 2022/6/11 18:57:18 Firewall Blocked

FW.IPv6 FORWARD drop , 1226 Attempts, 2022/6/11 18:51:46 Firewall Blocked

FW.IPv6 INPUT drop , 47451 Attempts, 2022/6/10 18:57:42 Firewall Blocked

FW.IPv6 FORWARD drop , 151 Attempts, 2022/6/10 18:01:14 Firewall Blocked

FW.WANATTACK DROP , 9 Attempts, 2022/6/09 13:09:58 Firewall Blocked

FW.IPv6 INPUT drop , 54881 Attempts, 2022/6/06 06:39:12 Firewall Blocked

FW.IPv6 FORWARD drop , 436 Attempts, 2022/6/06 06:39:02 Firewall Blocked

FW.IPv6 INPUT drop , 52798 Attempts, 2022/6/05 18:57:28 Firewall Blocked

FW.IPv6 FORWARD drop , 687 Attempts, 2022/6/05 18:54:31 Firewall Blocked

FW.WANATTACK DROP , 28 Attempts, 2022/6/01 05:16:01 Firewall Blocked

 

[kanewolf]

The issue: Every 10 minutes or so, my internet will disconnect for 5-10 seconds. If I'm playing a game or on a phone call, the connection will disconnect but then reconnect 10-15 seconds later. I've checked all the coaxial cable in my house multiple times, I've restarted my modem multiple times, I've asked Xfinity support to reset my connection multiple times.

This issue has been going on for about 3 months. When I first noticed it, I checked my modem compatibility on the Xfinity website. I saw that my modem (Arris svg2482ac) was no longer supported for gigabit service; it was supported when I had upgraded to gigabit.

I tried to resolve with Xfinity customer service phone line, but was told I would have to pay $50 for a technician to diagnose the issue. I thought that the issue was that my modem wasn't supported, so today I downgraded to 600mbps. I don't think the issue is resolved however, I'm monitoring my connection and still seeing brief disconnects.

I'm also seeing the below logs in my modem/router firewall logs:
FW.IPv6 INPUT drop , 1943 Attempts, 2022/6/30 13:21:22 Firewall Blocked

FW.IPv6 FORWARD drop , 45 Attempts, 2022/6/30 13:00:22 Firewall Blocked

FW.WANATTACK DROP , 108 Attempts, 2022/6/30 04:39:15 Firewall Blocked

FW.WANATTACK DROP , 22 Attempts, 2022/6/28 08:12:22 Firewall Blocked

FW.WANATTACK DROP , 81 Attempts, 2022/6/26 08:04:58 Firewall Blocked

FW.WANATTACK DROP , 139 Attempts, 2022/6/20 14:52:33 Firewall Blocked

FW.IPv6 FORWARD drop , 1156 Attempts, 2022/6/20 07:47:18 Firewall Blocked

FW.IPv6 INPUT drop , 60192 Attempts, 2022/6/20 07:47:14 Firewall Blocked

FW.IPv6 FORWARD drop , 929 Attempts, 2022/6/19 18:57:57 Firewall Blocked

FW.IPv6 INPUT drop , 112176 Attempts, 2022/6/19 18:57:08 Firewall Blocked

FW.IPv6 INPUT drop , 111500 Attempts, 2022/6/18 18:57:31 Firewall Blocked

FW.IPv6 FORWARD drop , 1095 Attempts, 2022/6/18 18:48:01 Firewall Blocked

FW.IPv6 INPUT drop , 112279 Attempts, 2022/6/17 18:57:05 Firewall Blocked

FW.IPv6 FORWARD drop , 547 Attempts, 2022/6/17 18:47:31 Firewall Blocked

FW.WANATTACK DROP , 80 Attempts, 2022/6/17 14:55:58 Firewall Blocked

FW.IPv6 INPUT drop , 112917 Attempts, 2022/6/16 18:57:22 Firewall Blocked

FW.IPv6 FORWARD drop , 327 Attempts, 2022/6/16 18:57:21 Firewall Blocked

FW.IPv6 INPUT drop , 112905 Attempts, 2022/6/15 18:57:07 Firewall Blocked

FW.IPv6 FORWARD drop , 355 Attempts, 2022/6/15 18:50:34 Firewall Blocked

FW.WANATTACK DROP , 51 Attempts, 2022/6/14 19:18:10 Firewall Blocked

FW.IPv6 INPUT drop , 111296 Attempts, 2022/6/14 18:57:25 Firewall Blocked

FW.IPv6 FORWARD drop , 339 Attempts, 2022/6/14 04:58:12 Firewall Blocked

FW.IPv6 INPUT drop , 112088 Attempts, 2022/6/13 18:57:13 Firewall Blocked

FW.IPv6 FORWARD drop , 692 Attempts, 2022/6/13 18:54:07 Firewall Blocked

FW.IPv6 INPUT drop , 111951 Attempts, 2022/6/12 18:57:31 Firewall Blocked

FW.IPv6 FORWARD drop , 697 Attempts, 2022/6/12 18:54:08 Firewall Blocked

FW.WANATTACK DROP , 21 Attempts, 2022/6/12 17:46:32 Firewall Blocked

FW.IPv6 INPUT drop , 112312 Attempts, 2022/6/11 18:57:18 Firewall Blocked

FW.IPv6 FORWARD drop , 1226 Attempts, 2022/6/11 18:51:46 Firewall Blocked

FW.IPv6 INPUT drop , 47451 Attempts, 2022/6/10 18:57:42 Firewall Blocked

FW.IPv6 FORWARD drop , 151 Attempts, 2022/6/10 18:01:14 Firewall Blocked

FW.WANATTACK DROP , 9 Attempts, 2022/6/09 13:09:58 Firewall Blocked

FW.IPv6 INPUT drop , 54881 Attempts, 2022/6/06 06:39:12 Firewall Blocked

FW.IPv6 FORWARD drop , 436 Attempts, 2022/6/06 06:39:02 Firewall Blocked

FW.IPv6 INPUT drop , 52798 Attempts, 2022/6/05 18:57:28 Firewall Blocked

FW.IPv6 FORWARD drop , 687 Attempts, 2022/6/05 18:54:31 Firewall Blocked

FW.WANATTACK DROP , 28 Attempts, 2022/6/01 05:16:01 Firewall Blocked

This page -- https://arris.secure.force.com/cons...able-Signal-Levels/?l=en_US&fs=RelatedArticle
shows that you should be able to look at the signal values on the coax side of your modem/router combo.
It also shows desired values. That would be +/- 7dB for signal and greater than 30dB for SNR.
Start by checking your signal values.

 

[r3ddr4g0n]

This page -- https://arris.secure.force.com/cons...able-Signal-Levels/?l=en_US&fs=RelatedArticle
shows that you should be able to look at the signal values on the coax side of your modem/router combo.
It also shows desired values. That would be +/- 7dB for signal and greater than 30dB for SNR.
Start by checking your signal values.

Thank you! So I checked and the upstream power level is supposed to be:

Single
ATDMA
5120 Ksym/sec	45 dBmV to 57 dBmV

But my power level is :

Symbol Rate	5120 KSym/s
Power Level	40.25 dBmV
Modulation	64 QAM
Channel Type	DOCSIS2.0 (ATDMA)

Is this far enough outside the range to cause an issue, and if so what should I do about it?

 

[bill001g]

This is ask the cable company question.

It is actually possible to have too much signal and that is what it means when the number is low on the upsteam side. The ISP equipment will tell you equipment to increase of decrease your transmit power until it gets a good signal. It all depends on I guess if the number can actually go less than 40 or if you are still too strong but it can't go any lower. The reverse is more common where the ISP equipment can't hear you and you turn the power all the way to the top which is in the 50s.

You can do nothing about this. The ISP tends to put a filter in the line to intentionally degrade the signal levels and partially block certain frequencies when it is too strong. You could I guess do it by trial and error but the ISP meter will tell them exactly what needs to be done.


The ISP can actually see these levels remotely and they can see the levels in their equipment. I would call and talk to them about the levels.......if the tech has any training they know it is outside the recommended range. I mean you learned this and you don't do it for a living.

 

[r3ddr4g0n]

This is ask the cable company question.

It is actually possible to have too much signal and that is what it means when the number is low on the upsteam side. The ISP equipment will tell you equipment to increase of decrease your transmit power until it gets a good signal. It all depends on I guess if the number can actually go less than 40 or if you are still too strong but it can't go any lower. The reverse is more common where the ISP equipment can't hear you and you turn the power all the way to the top which is in the 50s.

You can do nothing about this. The ISP tends to put a filter in the line to intentionally degrade the signal levels and partially block certain frequencies when it is too strong. You could I guess do it by trial and error but the ISP meter will tell them exactly what needs to be done.


The ISP can actually see these levels remotely and they can see the levels in their equipment. I would call and talk to them about the levels.......if the tech has any training they know it is outside the recommended range. I mean you learned this and you don't do it for a living.

Thank you! I spoke with Xfinity and they're sending a technician at no cost. I used the subreddit /r/Comcast_Xfinity and got a really helpful response right away!