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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egnin1

Regular Visitor

•

7 Messages

13 days ago

Your power levels are borderline for the first few, but they are kinda high on most, and upstream should be 35 to 50, and they are borderline low, and that's at the lowest end. So I think you're having issues in the line somewhere from the drop and the pole. Could be a bad splitter. And I saw the neighbors' [Edited: "Inappropriate Language"] self-install from years ago caused noise feedback. A competent tech that actually cares can usually fix it.

(edited)

2

0

XfinityJohnG

Official Employee

•

2.9K Messages

Thank you for the post and insight. We value all the information we can get for those issues.

I am an Official Xfinity Employee.
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11 days ago

0

egnin1

Regular Visitor

•

7 Messages

Sorry for the inappropriate language I used. I didn't mean any disrespect. But you're welcome for the feedback. im a ex tech from the Pittsburgh area.

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7 days ago

0

EG

Expert

•

119.1K Messages

12 days 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

C

Cheapest

Visitor

•

8 Messages

@EG so it is too high? I don’t really read the signals myself. There’s really just the coax from the wall (the whole port they replaced before cause that “was the issue”) if so shouldn’t I just have them come out somehow or would this for sure help? I plugged the xb8 into a power strip instead of directly to the wall and it held longer but still dropped at one point and spikes on occasion to verrrry high pings

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12 days ago

0

EG

Expert

•

119.1K Messages

12 days 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

•

3.3K Messages

12 days 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

C

Cheapest

Visitor

•

8 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 days ago

0

C

Cheapest

Visitor

•

8 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 days ago

0

XfinityAmandaB

Official Employee

•

3.3K 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.
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12 days ago

0

C

Cheapest

Visitor

•

8 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 days ago

0

XfinityAmandaB

Official Employee

•

3.3K 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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12 days ago

EG

Expert

•

119.1K Messages

12 days 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

C

Cheapest

Visitor

•

8 Messages

2 hours ago

Downstream	Channel Bonding Value
Channel ID	21	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	22	23	24	25	26	27	28	29	30	31	32	33	34	35	36	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	537 MHz	435 MHz	441 MHz	453 MHz	459 MHz	465 MHz	471 MHz	477 MHz	483 MHz	489 MHz	495 MHz	507 MHz	513 MHz	519 MHz	525 MHz	531 MHz	543 MHz	555 MHz	561 MHz	567 MHz	573 MHz	579 MHz	585 MHz	591 MHz	597 MHz	603 MHz	609 MHz	615 MHz	621 MHz	627 MHz	633 MHz	690000000
SNR	39.5 dB	41.0 dB	41.1 dB	40.9 dB	40.8 dB	40.8 dB	40.6 dB	40.6 dB	40.2 dB	40.2 dB	39.7 dB	39.7 dB	40.3 dB	40.2 dB	40.1 dB	40.0 dB	39.0 dB	38.0 dB	37.6 dB	37.5 dB	37.4 dB	37.6 dB	38.2 dB	39.5 dB	40.2 dB	39.9 dB	39.8 dB	39.3 dB	37.8 dB	35.9 dB	34.6 dB	32.6 dB
Power Level	4.8 dBmV	6.6 dBmV	6.5 dBmV	6.5 dBmV	6.1 dBmV	5.9 dBmV	6.1 dBmV	6.1 dBmV	5.5 dBmV	5.0 dBmV	4.0 dBmV	3.5 dBmV	4.2 dBmV	4.4 dBmV	4.4 dBmV	4.8 dBmV	4.5 dBmV	4.2 dBmV	3.4 dBmV	3.5 dBmV	3.5 dBmV	3.7 dBmV	4.1 dBmV	4.9 dBmV	5.0 dBmV	4.9 dBmV	4.6 dBmV	5.0 dBmV	4.6 dBmV	3.7 dBmV	2.2 dBmV	3.1 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 21 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	37.0 dBmV	37.0 dBmV	36.0 dBmV	35.5 dBmV	37.8 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

CM Error Codewords
Channel ID	21	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	22	23	24	25	26	27	28	29	30	31	32	33	34	35	36	37
Unerrored Codewords	292404453	1074173814	1105998660	1106088882	1106093047	1106099899	1106099972	1106057105	1106063639	1106069690	1106074497	1106084015	1106091020	1106102019	1106108344	1106810884	1106804494	1106803462	1106803664	1097825833	1106303468	1106793001	1106800614	1106159982	1106168827	1106173811	1106184760	1106193406	1106199425	1106214669	1106206162	292404453
Correctable Codewords	237190083	14997	4972	15962	14957	14134	12357	4514	4984	4471	4802	5388	5927	7045	21280	71380	69768	72620	72676	67135	36256	75739	78071	13742	14465	13777	14417	13704	13922	14299	14284	237190083
Uncorrectable Codewords	12882830	24235	15027	23288	21923	25197	25687	12559	12766	9690	10307	10461	10424	11846	22949	125716	115502	122281	117873	94347	43640	114681	121441	25146	29040	23720	26200	20702	20839	22093	24025	12882830

Modem Stats

0

C

Cheapest

Visitor

•

8 Messages

2 hours ago

Back on the thread again as issue still persists. Connection speed is great *when it actually stays* Even during the day with nobody on a computer or smart TV the gateway will reset forcing our phones to shoot the message *looks like you have no internet connection, switch off Wi-Fi?*

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

egnin1

XfinityJohnG

egnin1

EG

Cheapest

EG

XfinityAmandaB

Cheapest

Cheapest

XfinityAmandaB

Cheapest

XfinityAmandaB

EG

Cheapest

Modem Stats

Cheapest

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