Almost on my fourth gateway all randomly restart. Issue seemed fine after a coax wall port was changed but now back again

Downstream	Channel Bonding Value
Channel ID	9	1	2	3	4	5	6	7	8	10	11	12	13	14	15	16	17	18	19	20	21	22	23	38	39	40	41	42	43	44	45	37
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Frequency	459 MHz	405 MHz	411 MHz	417 MHz	423 MHz	429 MHz	435 MHz	441 MHz	453 MHz	465 MHz	471 MHz	477 MHz	483 MHz	489 MHz	495 MHz	507 MHz	513 MHz	519 MHz	525 MHz	531 MHz	537 MHz	543 MHz	555 MHz	357 MHz	363 MHz	369 MHz	375 MHz	381 MHz	387 MHz	393 MHz	399 MHz	690000000
SNR	40.3 dB	41.2 dB	41.2 dB	41.0 dB	40.8 dB	40.9 dB	40.8 dB	40.6 dB	40.5 dB	40.3 dB	40.2 dB	40.2 dB	40.0 dB	39.9 dB	39.7 dB	39.8 dB	40.0 dB	40.0 dB	40.1 dB	40.0 dB	39.6 dB	39.5 dB	39.0 dB	41.8 dB	41.7 dB	41.6 dB	41.5 dB	41.6 dB	41.3 dB	41.5 dB	41.4 dB	36.2 dB
Power Level	9.3 dBmV	10.7 dBmV	10.4 dBmV	10.3 dBmV	10.2 dBmV	10.3 dBmV	10.3 dBmV	10.0 dBmV	9.7 dBmV	9.1 dBmV	9.3 dBmV	9.3 dBmV	9.3 dBmV	8.8 dBmV	8.4 dBmV	8.1 dBmV	8.5 dBmV	8.6 dBmV	8.6 dBmV	8.6 dBmV	8.5 dBmV	8.3 dBmV	7.8 dBmV	12.0 dBmV	11.7 dBmV	11.5 dBmV	11.5 dBmV	11.5 dBmV	11.3 dBmV	11.3 dBmV	11.1 dBmV	6.1 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	OFDM

*Channel ID 9 is the Primary channel

Upstream	Channel Bonding Value
Channel ID	1	2	3	4	5
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	35 MHz	29 MHz	22 MHz	16 MHz	40 MHz
Symbol Rate	5120	5120	5120	5120	2560
Power Level	34.3 dBmV	34.0 dBmV	33.0 dBmV	32.0 dBmV	34.5 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

CM Error Codewords
Channel ID	9	1	2	3	4	5	6	7	8	10	11	12	13	14	15	16	17	18	19	20	21	22	23	37	38	39	40	41	42	43	44	45
Unerrored Codewords	958103783	921776117	955381449	958116331	958078015	958067012	958070911	958179980	958208477	958179870	958180567	958229418	958215256	958218225	958243995	958209768	958205532	958193375	958222911	958273160	958196933	958220851	958193847	258867361	958152721	958143799	959426928	958125461	956828965	958190640	958152021	958103783
Correctable Codewords	4216	1808	3297	3899	3948	3855	3655	4151	4081	4134	4319	4430	4407	4240	4420	4340	4189	4482	4134	4405	4175	4389	4645	227358155	4070	4249	4727	4163	3955	4247	4113	4216
Uncorrectable Codewords	16983	7346	13459	15418	15376	14902	14623	15905	16609	16133	16532	17357	16268	15301	16296	15844	15392	16135	15473	16117	15311	16706	17619	23843296	16600	16874	19215	16368	15784	16830	16397	16983

Modem Stats

Modem Status:Connected

WAN Port

Responses

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EG

Expert

•

118.7K Messages

19 hours ago

@Cheapest

Is there a drop amplifier on the coax cable line leading to the modem ? If so, try removing / bypassing it and see. If not, you can try installing an overall attenuator pad such as this one on the coax port on the rear of the modem to knock that power level down and see;

https://www.amazon.com/6db-Attenuator-Pad-1-each/dp/B0013L48XA

Good luck with it !

1

0

EG

Expert

•

118.7K Messages

15 hours ago

Yes. It's too high. And the upstream power is a bit low. The attenuator will help balance both levels.

If you can fix it yourself, you would save the possible $100.00 charge for the tech visit if they determine that the problem is with your equipment / wiring / hardware.

0

XfinityAmandaB

Official Employee

•

3.2K Messages

12 hours ago

Cheapest

Thank you for stopping in for help with your connection drop and your gateways resetting. That would be frustrating, and we appreciate the chance to help. If you would like to compare your signal levels to what we recommend, our experts have put together a great page that would help. Check out the Tips for troubleshooting page

@EG may be on to something. You did mention you are on your 4th gateway, and you have had a tech out already. Was the most recent swap done by one of our techs by chance?

6

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C

Cheapest

Visitor

•

6 Messages

@XfinityAmandaB the coax wall port was changed out a while ago after intermittent issues throughout my first year in the house. This recent modem they told me to just go and swap the two. I did and a new coax cord they gave me as well.

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12 hours ago

0

C

Cheapest

Visitor

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6 Messages

The tech checked line in from the pole , line to the pole etc. Then changed out the coax port in the wall as the backfacing portion was supposedly bent. Seemed fine for a while but now similar issues. New gateway and cable as stated

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12 hours ago

0

XfinityAmandaB

Official Employee

•

3.2K Messages

@Cheapest Thank you for that information. It does sound like they were pretty thorough with the last tech visit, so that is great to hear, and the most recent modem swap was done with an in-store pick-up after that visit. About how long ago was the last modem swap?

If it has been less than 30 days, and we get a tech out there will be a fee, since the modem was swapped out, and I always try to avoid that if possible and do not normally recommend swapping equipment to resolve connection issues unless we can definitely diagnose the issue.

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.
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12 hours ago

0

C

Cheapest

Visitor

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6 Messages

They told me to go and swap it out when I called customer service about it. I can’t recall how long ago it was switched out though

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12 hours ago

0

XfinityAmandaB

Official Employee

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3.2K Messages

Cheapest, no worries, in the future, one or two swaps may be needed since there are one-off gateways from us that do go bad. We try to catch them all with testing, but they can also have issues after that step. Four is a bit much, though, and we would have had a tech out or another if needed before having you go that far. With that, if you are not confident in following what @EG recommended, we would recommend having a tech out. I can confirm when the last modem was added for you as well, so we know what we can expect. When you have time, please send a direct message with your full name, the name listed on the account (if different), and the service address associated with your account. I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

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 as Best Answer. tick

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11 hours ago

0

EG

Expert

•

118.7K Messages

10 hours ago

@Cheapest @XfinityAmandaB

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

0

Your Home Network

Cheapest

Almost on my fourth gateway all randomly restart. Issue seemed fine after a coax wall port was changed but now back again

Modem Stats

WAN Port

EG

EG

XfinityAmandaB

Cheapest

Cheapest

XfinityAmandaB

Cheapest

XfinityAmandaB

EG

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