Internet Unavailable and asking to register router - UCD invalid or channel unusable

I seem to be having intermittent issues with my router where it just stops working for no reason at all, no configuration or equipment changes and I see in the log critical errors - UCD invalid or channel unusable when it happens. all signals and connections can be up, but Internet is unavailable when this happens and it's truly an hour or two to attempt to get to an agent to re-register the router so that internet is working again. I see others that have had this issue in the past intermittently - such a pain - what solutions have people been able to find so that I don't have to invest 1-2 hours a week on troubleshooting and chat to keep my internet working?

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XfinitySara

Official Employee

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1.3K Messages

2 months ago

Hello, @user_CMN042! Thank you for creating a post regarding your connectivity issues. I'm sorry to hear about the trouble you've had, and would love to see what our Digital Care Team can do to help! Have you recently reviewed these Connection Troubleshooting Tips by chance? You mentioned troubleshooting you've attempted, taking some time each week. May I ask what all that has involved? We definitely don't want you repeating steps already taken, and we're happy to take a closer look if necessary :)

(edited)

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user_CMN042

New Poster

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5 Messages

This did not help at all since these are the steps I need to go through when Xfinity drops my modem and denies Internet connection.

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2 months ago

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XfinityAmandaB

Official Employee

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1.6K Messages

user_CMN042 The troubleshooting on that page is more in-depth than any of the self-service options you have already used like the Xfinity app or the automated system to troubleshoot. What is most important for us to see if there are any ongoing issues is the Check Your Signal Levels steps. If you could please review those steps and provide the Signal levels you find making sure to remove any personal information that will be the best starting point for us to Identify any issues on our end.

(edited)

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2 months ago

U

user_x8ykgg

1 Message

Hi there! I am having similar issues, and I have had Xfinity out at my property twice already, not finding any issues with internal or external wiring. The first technician did open up an internal ticket as he saw that there were a problem on the line coming to the house, as well as other houses in my sub-division. Next day a couple of Xfinity trucks showed up across the street, and later on I got a text message that the problem had been corrected. It had not, I once again rebooted the modem, and other infrastructure, but still got errors and a lot of drops. Here is (too many) snapshots after a very recent reboot of the brand new NetGear NightHawk CM2050V I purchased (since Xfinity stated the older CM1150V) was the problem. Cost $350, with the exact same errors as on the CM1150V - Go figure! Anyway, snapshots below:

[Edited: "Personal Information"]

I am not sure where to go from here, as NetGear support is indicating that there is a problem with the signal from Xfinity, but the Downlink Power Levels seems fine, maybe a little low on the Uplink Power Levels.

What can I do?

Dropping frequently from any sort of UDP transmissions (Teams Video / Screen Sharing / etc.). Obviously less issues with the TCP, but it does happen there too.

(edited)

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25 days ago

XfinityPeterH

Official Employee

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1.5K Messages

user_x8ykgg Hello and thank you for letting us know about the issue at hand we are happy to help you. Please feel free to send us a direct message with your full name and complete address:

(Full credit to @BruceW for this excellent explanation!)

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

• Click the "New message" (pencil and paper) icon

• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

• - An "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

Note: In the future should you need support please first start by creating your own public post that way you will be following our community guidelines. Thanks for working with us and understanding. :-)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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24 days ago

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Customer Service

user_CMN042

Internet Unavailable and asking to register router - UCD invalid or channel unusable

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