Staudie's profile

Contributor

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21 Messages

Sunday, October 12th, 2025 3:00 PM

cable modem signal / loss of connection

I've been having speed consistency issue for months now. I have 1GB/40MB service but my speeds fluctuate between 300-800MB. Each time I call the Xfintiy support I'm told everything is fine. Below are my power levels they just seem a bit out of sorts. Thoughts?

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Expert

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114.8K Messages

2 months ago

This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless.


The downstream power is on the high side. It may be overdriving the front-end receiver circuit of the modem. And the upstream power is a bit low. That can cause random disconnects, spontaneous rebooting of the modem, speed, packet loss, latency problems, and the unbonding of channels.


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 a -6 dB 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 

Contributor

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21 Messages

Thanks for the replay. Since I only have internet there is only a straight coupler in line. As a sanity check I checked the level coming from the street (J Box at side of house). Do you think the attenuator will  still help???

(edited)

Expert

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114.8K Messages

2 months ago

I'll repeat this again for posterity's sake. This may or may not be the root cause of the problem (YMMV). Try it and see. Or book a tech visit and have one installed by them. Good luck !

Contributor

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21 Messages

Had a tech come out and they replaced the connecter on the wire from the street, said the led was to short. I've added the reamended -6db attenuator. All has been good for a few weeks now. Until last night when we lost internet. Every check from the Xfinity side said everything was fine. The modem lights were normal.... the only thing that worked was a modem reset. Below is an image of the event log from the modem:

As you can see the last time this happen was 08Nov25. 

(edited)

Contributor

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21 Messages

switch to an Xfinity router...

Custom support told me everything was fine... Look to me like both Up and Down are outside normal range.

(edited)

Official Employee

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2.3K Messages

Hey @Staudie, Thank you for visiting our official Xfinity Forums Community support page. We would be more than happy to address any Xfinity Internet concerns that may have populated. Have you had a chance to visit our 'Tips for troubleshooting your Xfinity Internet connection' knowledge base which provides the signal level ranges? It is a very helpful document that I use every day. The Downstream and Upstream power levels do appear slightly out of our recommended ranges. 

 

Do you happen to have any cable splitters that can be bypassed? Can you also ensure the coax cable is in good condition such as no hard bends, kinks, bite marks, or cuts that could interfere with the communication of the modem over the Xfinity Network? 

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Expert

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114.8K Messages

2 days ago

@XfinityDemitrius 

"Bypassing" splitters will only make the downstream power even higher and the upstream power even lower.....

@Staudie 

If those latest signal values are with the 6dB attenuator in line, you may want to try using using a 10dB pad instead. Good luck !

(edited)

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