Connection dropping for a few seconds at a time throughout the day

Hello! Me and my roommate have both been experiencing connection drops that last for a few seconds at a time, sometimes happening multiple times over the course of a couple minutes. It's been most noticeable when playing games, or watching live streams.

I have tried replacing the XB8 gateway, new coax cable, and new coax wall plate, none of which has had any impact on the connection drops.

Looking at the admin panel, I believe our downstream power levels are a little high, but I wasn't able to find anything official from xfinity regarding operating ranges. Also have noticed that correctable and uncorrectable codewords seem to consistently climb, though I'm unsure if that's expected?

Included the downstream, upstream, and codeword error tables, modem was restarted about 6 hours ago to reset the codewords Any help would be appreciated!

Channel ID	2	3	4	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	5	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	489 MHz	495 MHz	501 MHz	513 MHz	519 MHz	525 MHz	531 MHz	537 MHz	543 MHz	549 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	639 MHz	645 MHz	651 MHz	657 MHz	663 MHz	669 MHz	0	690000000
SNR	42.7 dB	42.5 dB	42.4 dB	42.5 dB	42.3 dB	42.2 dB	42.1 dB	42.2 dB	42.2 dB	42.2 dB	42.2 dB	42.2 dB	42.3 dB	42.2 dB	42.0 dB	42.0 dB	41.9 dB	42.0 dB	41.8 dB	41.8 dB	41.9 dB	42.0 dB	42.0 dB	42.1 dB	42.1 dB	42.0 dB	42.2 dB	42.2 dB	42.0 dB	42.4 dB	42.3 dB	42.3 dB
Power Level	8.6 dBmV	8.5 dBmV	8.3 dBmV	8.1 dBmV	8.1 dBmV	8.0 dBmV	7.9 dBmV	7.7 dBmV	7.7 dBmV	7.6 dBmV	7.8 dBmV	8.1 dBmV	8.1 dBmV	8.0 dBmV	7.6 dBmV	7.4 dBmV	7.6 dBmV	7.6 dBmV	7.4 dBmV	7.4 dBmV	7.4 dBmV	7.5 dBmV	7.6 dBmV	7.7 dBmV	7.8 dBmV	7.8 dBmV	7.9 dBmV	8.0 dBmV	8.1 dBmV	8.2 dBmV	0.0 dBmV	8.5 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	OFDM	OFDM

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	36.3 dBmV	36.5 dBmV	36.5 dBmV	37.0 dBmV	36.5 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

CM Error Codewords
Channel ID	5	2	3	4	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	37
Unerrored Codewords	791003609	1509929913	1509922255	1509943359	1509948894	1509954594	1509960769	1509966161	1509972278	1509977989	1509982901	1509988492	1509995778	1510001401	1510006516	1510008693	1510009806	1510007078	1510000448	1509987722	1433376237	1436264031	1362251412	1035000979	1026224131	806763825	1490813507	1509827323	1509931526	1510000858	1510044531	791003609
Correctable Codewords	451459830	201	341	478	948	1221	1401	2182	2796	2930	3369	3801	4204	4717	5225	7781	11112	16902	25549	35099	41772	57989	72257	56170	75733	26430	141596	109645	75172	52501	36788	451459830
Uncorrectable Codewords	885320	0	0	5	25	90	194	302	563	1031	1801	2478	2863	2915	3548	5440	7253	9973	15727	25348	34328	56269	85793	75891	106679	51863	210080	152988	95199	55522	33474	885320

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XfinityDilary

Official Employee

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3.8K Messages

18 hours ago

user_llsal5. Thanks for providing those signal readings and for all the troubleshooting you've already done. I know intermittent connection drops can be especially frustrating when gaming or watching live streams. Looking over the modem statistics, the downstream and upstream signal levels appear to be within acceptable operating ranges, and I don't see anything that would immediately point to a signal-level issue. The correctable and uncorrectable codeword counts can increase over time and aren't necessarily a problem on their own, but the fact that you're experiencing brief drops is certainly worth investigating further. Since you've already replaced the gateway, coax cable, and wall plate without any improvement, I'd like to take a closer look at the connection history from our side. Are the drops affecting both Wi-Fi and Ethernet-connected devices, or only devices connected over Wi-Fi? Also, approximately how often are the interruptions occurring, and are you noticing any modem restarts or status lights changing when they happen?

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user_llsal5

Visitor

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2 Messages

They occur for both wifi and ethernet devices, it usually happens atleast once every 15 minutes, sometimes with bursts where it happens a handful of times over 15 minutes.

I don't believe that the modem restarts. the times that I've checked the modem after losing connection the light has always been solid white.

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12 hours ago

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XfinityVianney

Official Employee

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2.9K Messages

user_llsal5, I'll be glad to look into this further. I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

For an example of how to send us a Direct Message, check out this link for more help: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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12 hours ago

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EG

Expert

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121K Messages

1 hour ago

@user_llsal5 @XfinityVianney

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.

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Your Home Network

user_llsal5

Connection dropping for a few seconds at a time throughout the day

XfinityDilary

user_llsal5

XfinityVianney

EG

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