T

Visitor

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3 Messages

Wed, Aug 10, 2022 12:41 AM

Cable modem connection drops out multiple times per day

Hi,

Looking for some help with this issue.  My modem loses its connection multiple times per day - sometimes for a few minutes, and sometimes for up to an hour.  Probably happens 10 times a day.  I've tried restarting the modem, and sometimes that fixes it and sometimes it doesn't.  So it's hard to tell whether it would have started working anyway, or if restarting it actually helps it reconnect.

Modem is a Netgear C7000v2.  The downstream light will usually light up, followed by the upstream light, and then the internet light will blink for a while without going solid, and then they'll all go off and the process will start over.

I was able to get some screenshots of the modem's connection info page when it was still connected but not working:

This is a fairly recent issue (past couple of weeks) although I remember it happening sometimes last summer.

I'm not sure if having a technician come out would be useful, since it's an intermittent issue, but maybe there's something they could do.  I'd love to get this fixed because I work from home and need a stable connection.  Any advice? Thanks

Accepted Solution

EG

Expert

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95.8K Messages

2 m ago

The upstream power is too high / out of spec. The downstream power is on the low / weak side as well. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


Good luck with it !

Visitor

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3 Messages

2 m ago

Thank you! I'll walk the line and see what I can find out.

Official Employee

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657 Messages

Hello, @tonyg810. I wanted to check in to see if you were able to follow the step above from EG and if you've seen any improvements or discovered any issues with the line. I'd love to further review with you if you're still experiencing drops and help figure out what's going on. Please keep me posted! 

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

Visitor

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3 Messages

1 m ago

Hi @XfinityStephanieK and @EG - I was able to eliminate a splitter and I just have a coupler there instead now, just as EG said.  It's only been a few minutes but it's been solid so far.

Here's an updated view of the connection details. Good news I hope?

Official Employee

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293 Messages

@tonyg810 That's awesome to hear. I am glad that we were able to help get you where you needed to be. 

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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