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
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.
I've just scheduled a technician visit for 21-May. Hope they can sort it out!
By the way, here is my traceroute results (I ran it using ethernet cable from PC to Gateway):
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