Intermittent loss of internet connection multiple times a week
I run a problem with losing my internet connectivity multiple times a week. Sometimes, it's just a blip with 2-3 seconds loss, other times it goes down for upto 5 minutes. This happens 8-10 times a week at random times.
My cable modem is Arris Surfboard SB6190
When the issue is happening, I can see that my cable modem upstream channels are reduced from 4 to 1. The images below show the working and non working conditions.
The downstream channels appear fine during this time. Although I see a lot of uncorrectable errors.
The status page shows things are fine, but I pings to the default comcast gateway for my subnet start failing during these outages.
Here are the lgos from the cable modem during this time.
[removed image with account specific information from public forum]
Steps I have tried so far,
- Reboot my router and all network devices
- Power cycle the cable modem with a min between powering off and turning it back on
- Reprovision cable modem configuration using the Comcast automated system
- I have pings setup from a server to my router, comcast cable modem, comcast gateway and internet servers. During the failures, the pings to my router and cable modem work, but to the comcast gateway and internet servers fail.
None of them appear to help.
I called the support phone number but Comcast refused to troubleshoot saying that the modem is owned not leased, so they cannot do any further troubleshooting.
Can someone help me understand whats going on here? Is this an issue with my cable modem, the physical cable, or something to do with comcast?