Connection dropping frequently.

Good afternoon,

I've been experiencing 10-30 second connection drops upward of 40 times a day for the last 2 months. This applies to all of my devices, wired and over wifi- during zoom calls, gaming, streaming etc.

I received a new modem yesterday and have tried using different ethernet cords and coaxial cables. I've been able to make 2 appointments in the past, but the issue self-resolves and I receive a text/call mentioning that an outage has been resolved, and as a result I cancel the appointment. Of course, the issue returns and remains persistent shortly after.

Xfinity assistant has not provided me with the opportunity to make an appointment with a technician, and only offers to restart my modem, which I've tried dozens of times. Can someone please help me to resolve this or schedule an appointment?

Responses

EG

Expert

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111.8K Messages

1 day ago

What do the modem's signal status values look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1

Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

What is the exact make and model number of the modem / gateway device ?

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user_z1tv8p

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4 Messages

Thanks for the reply and the assistance.

Model: CGM4981COM

Vendor: Technicolor

Downstream	Channel Bonding Value
Channel ID	17	1	2	3	3	5	6	7	8	9	10	11	12	13	14	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	45
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked																		Locked
Frequency	507 MHz	405 MHz	411 MHz	417 MHz	423 MHz	429 MHz	435 MHz	441 MHz	453 MHz	459 MHz	465 MHz	471 MHz	477 MHz	483 MHz	489 MHz																		722000000
SNR	40.3 dB	42.5 dB	42.6 dB	42.4 dB	42.4 dB	42.3 dB	41.9 dB	41.7 dB	41.3 dB	41.1 dB	41.4 dB	41.9 dB	42.4 dB	42.5 dB	41.7 dB																		40.5 dB
Power Level	5.1 dBmV	10.4 dBmV	10.5 dBmV	10.3 dBmV	9.9 dBmV	9.3 dBmV	8.6 dBmV	7.5 dBmV	6.4 dBmV	6.5 dBmV	7.3 dBmV	9.1 dBmV	11.6 dBmV	11.8 dBmV	8.8 dBmV																		11.0 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																		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	36.5 dBmV	36.5 dBmV	36.5 dBmV	36.3 dBmV	34.8 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

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1 day ago

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user_z1tv8p

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4 Messages

Update: Switched to a wall outlet and some of these values improved. Still experiencing disconnects, however.

Upstream	Channel Bonding Value
Channel ID	1	2	3	0	0
Lock Status	Locked	Locked	Locked
Frequency	35 MHz	29 MHz	22 MHz
Symbol Rate	5120	5120	5120
Power Level	36.3 dBmV	36.5 dBmV	36.5 dBmV
Modulation	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA

Downstream	Channel Bonding Value
Channel ID	17	1	2	3	4	5	6	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	45
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked	Locked																										Locked
Frequency	507 MHz	405 MHz	411 MHz	417 MHz	423 MHz	429 MHz	435 MHz																										722000000
SNR	40.5 dB	42.6 dB	42.5 dB	42.4 dB	42.4 dB	42.2 dB	42.0 dB																										40.5 dB
Power Level	5.3 dBmV	10.5 dBmV	10.6 dBmV	10.4 dBmV	9.9 dBmV	9.3 dBmV	8.5 dBmV																										11.4 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM																										OFDM

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1 day ago

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EG

Expert

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111.8K Messages

1 day ago

Some of them were borderline / a bit too high already. I would put it back where it was. Is there a drop amplifier on the coax cable line leading to the modem ? If so, try removing / bypassing it and see. If not, and this may or may not be the root cause of the problem (YMMV), but 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. Please post back with how it goes.

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user_z1tv8p

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4 Messages

I appreciate the info. I'll order the pad and give it a shot. Thanks again.

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1 day ago

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EG

Expert

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111.8K Messages

Fingers crossed ! 🤞

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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1 day ago

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Connection dropping frequently.

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