1 Message
Cable modem dropping out intermittently for over a month
Hi - We’ve had the same internet setup in our home for over 2 years now. About a month ago we suddenly lost internet multiple times throughout the day. Since then we have been losing it intermittently on a daily basis. Sometimes it goes out for a few minutes, sometimes an hour or more while the modem resets itself. The modem is connected directly from a dedicated line with no splitters as far as I can tell (though there may a master splitter somewhere in the line from the cable box). I inspected the line inside & outside the house and didn’t see any damage. I have also reset/restarted the modem and checked all the connections/fittings, to no avail.
Modem: Arris SB6190
I am trying to post connection detail screenshots but haven’t been able to do so. The SNR for downstream channels ranges from 37-42. Downstream power is in the -3.5 to -5 range. Upstream power is 43-44 for all channels. The event log shows the following errors numerous times each day, usually time stamped around the time we have outages:
- RCS partial service (priority 5)
- Lost MDD timeout (priority 5)
- No ranging response received - T3 time-out (priority 3)
- SYNC timing synchronization failure (priority 3)
There is lots of construction going on in our neighborhood so I suspect there may be a problem with the network outside my home but don’t know how to pinpoint the issue. I haven’t had any luck trying to contact Xfinity support - all I get are automated messages. Thank you for the help!
Accepted Solution
XfinityMichaelC
Administrator
•
4.3K Messages
2 years ago
Hey, @user_6dad68! Thanks for reaching out to us on the forums! I apologize to hear of the issues you have been having when it comes to your internet services. We understand how important it is to have a reliable connection. We can certainly have a look into this and see what's going on. Can you please click the Direct Message icon at the top right of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat and provide us with your first/last name and full address so we may further assist you?
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user_7c715d
1 Message
2 years ago
Hi, I’ve had xfinity since I’ve lived next door for 3 years never had an issue, now that I’ve moved over 1 house, the wifi disconnects every 10-15 minutes CONSISTENTLY, (wish I was joking) all throughout the day and night none of my family can finish a YouTube video, play a game, or work from home without it[Edited: "Language"] out on us. It can’t stay connected for 1 whole hour of peace and quiet. We are furious. There has been 6 technicians and 1 senior tech over and they always say it’s an electrical issue, always says “it looks good on my end the problem should be resolved” and it continues to happen. We’ve had 2 “supervisors” ghost us with their personal phones because they refuse to help. This is frustrating. I find no joy in anything including internet anymore and it’s because of xfinity, we’ve swapped modems, bought surge protectors, swapped wires, done it all, I reset it everyday but Ofc nothing is resolved. My next plan of action is to demand money back and switch carriers. For the past 3 months I haven’t had one consistent day of wifi connection and I’m sick of it. [Edited: "Solicitation"]
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