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Losing Internet Connection (Wireless Gateway resetting) many times per day

Frequent Visitor

Losing Internet Connection (Wireless Gateway resetting) many times per day

While online today, I've lost internet connection 9 times. Each time it lasts about 4-5 minutes, roughly the time it takes the Voice & Data Modem's light to cycle through orange - flashing orange - green - flashing green - white. There are no outages in my area. I've contacted Xfinitiy support 3 times. They have reset the gateway remotely during call #2. On call #3, they updated the Gateway's software remotely. The problem still continues, and is affecting my work from home by cutting me off of WebEx calls.  Whenever it is cycling through, xFi will always return "SETTINGS CURRENTLY UNAVAILABLE".

 

Anything I can check before Xfinity escalates this to a service repair visit? 

Could the problem be upstream of the modem, such as an incorrect signal strength that is causing the modem to drop off and reconnect so frequently?

 

The modem model is: Xfinity Voice and Data Modem Arris Technicolor CGM4140COM

 

 

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Expert

Re: Losing Internet Connection (Gateway resetting) every few minutes

Start here: troubleshooting guide. If you still need help, please post your equipment details (make/model of your modem/gateway/router) and a screenshot of your signal levels and your error/event log. Thank you!

Frequent Visitor

Re: Losing Internet Connection (Gateway resetting) every few minutes

Hi Nerdberg,

Thanks for the quick response! I had followed the usual steps in the troubleshooter. Here is some more info:

 

The wireless Gatway is the (new) XB6 Gateway (Model number CGM4140COM, which apears to be an Arris product branded with Xfinity logo): https://www.xfinity.com/support/articles/wireless-gateway-compare

 

Speed Test (while it is connected, that is): Download 160.2 MBps; Upload 5.9 Mbps; 11 ms latency; protocol IPv6  

 

Using http://10.0.0.1 :

Downstream Power Level:  -4.5 to -2.2 dBmv

SNR: 38 to 40 dB

Upstream Power Level: 42.3 to 42.8 dBmv

System log is attached (txt file)

Event log returns nothing (oddly) but last night it gave me an error message:  FAILED. SORRY, TRY AGAIN LATER.

Spectrum WiFi Analyzer returns a large amount of my neighbor's SSIDs which vary between levels of -32 dBm to -1 dBm (attached html)

I've got 4 devices currently connected with RSSI levels of -54 to -67 dBm.

 

Frequent Visitor

Re: Losing Internet Connection (Gateway resetting) every few minutes

I've just scheduled a technician visit for 21-May. Hope they can sort it out! Smiley Happy

 

By the way, here is my traceroute results (I ran it using ethernet cable from PC to Gateway):

 

C:\Users\eric>tracert www.comcast.net

Tracing route to e7010.dscg.akamaiedge.net [2001:559:19:48a5::1b62]
over a maximum of 30 hops:

1 2 ms <1 ms <1 ms 2601:645:8302:7d97:10:18ff:fe17:3154
2 9 ms 8 ms 8 ms 2001:558:4000:4c::1
3 8 ms 8 ms 8 ms po-104-rur01.sffolsom.ca.sfba.comcast.net [2001:558:82:60::1]
4 11 ms * 10 ms be-209-ar01.santaclara.ca.sfba.comcast.net [2001:558:80:36f::1]
5 * * * Request timed out.
6 30 ms 29 ms 29 ms be-7922-ar01.burien.wa.seattle.comcast.net [2001:558:0:f747::2]
7 34 ms 33 ms 34 ms be-2-ar01.seattle.wa.seattle.comcast.net [2001:558:a0:18::2]
8 32 ms 32 ms 35 ms 2001:559:19:48a5::1b62

Trace complete.