Constant dropped connections even though Xfinity bot says connection is "healthy"

I have a ubiquiti Dream Machine that records outages of the WAN connection. My internet essentially is going on and off on and off almost every day multiple times a day. I have had this going on since August 14. I WISH I could speak to a human about this but Comcast for whatever reason doesnt allow us lowely residential customers to talk to them. When I reported issues last time I was told I need to pay 100$ for a service tech to come out because it's within 100 days of my service being set up. Can SOMEONE tell me whats going on with my connection?

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Thespieler11

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4 Messages

2 days ago

Actually I take it back, the disconnects have been going on since July 22nd! Images of the logs from Ubiquiti

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T

Thespieler11

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4 Messages

Hers is page 1 of 2. In this time nothing has changed on my internal network.

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2 days ago

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EG

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112.8K Messages

2 days 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 ?

(edited)

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Thespieler11

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4 Messages

@EG
Downstream:

Channel ID	44	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	33	34	35	36	37	38	39	40	41	42	43	193	194
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	Locked	Locked
Frequency	639 MHz	453 MHz	459 MHz	465 MHz	471 MHz	477 MHz	483 MHz	489 MHz	495 MHz	501 MHz	507 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	690000000	957000000
SNR	42.5 dB	44.7 dB	44.5 dB	44.6 dB	44.4 dB	44.5 dB	44.5 dB	44.1 dB	44.1 dB	43.9 dB	44.1 dB	44.0 dB	44.1 dB	43.9 dB	43.8 dB	43.7 dB	43.6 dB	43.6 dB	43.3 dB	43.3 dB	43.1 dB	43.2 dB	43.0 dB	43.0 dB	43.0 dB	43.0 dB	43.0 dB	42.9 dB	42.9 dB	42.8 dB	42.9 dB	42.9 dB	42.1 dB	39.5 dB
Power Level	6.8 dBmV	9.2 dBmV	8.8 dBmV	9.0 dBmV	8.8 dBmV	8.9 dBmV	8.7 dBmV	8.3 dBmV	8.4 dBmV	8.1 dBmV	8.5 dBmV	8.4 dBmV	8.4 dBmV	8.4 dBmV	8.1 dBmV	8.1 dBmV	7.9 dBmV	8.0 dBmV	7.6 dBmV	7.6 dBmV	7.3 dBmV	7.3 dBmV	7.0 dBmV	7.1 dBmV	7.2 dBmV	7.1 dBmV	7.1 dBmV	6.8 dBmV	6.9 dBmV	6.7 dBmV	7.0 dBmV	6.9 dBmV	6.5 dBmV	3.4 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	256 QAM	256 QAM	OFDM	OFDM

Upstream:

Channel ID	1	2	3	4	41
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	16 MHz	22 MHz	29 MHz	35 MHz	36 MHz
Symbol Rate	5120	5120	5120	5120	0
Power Level	32.5 dBmV	33.3 dBmV	34.3 dBmV	34.5 dBmV	28.2 dBmV
Modulation	QAM	QAM	QAM	QAM	OFDMA
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	TDMA

Modem:

HW Version:2.5

Vendor:Technicolor

BOOT Version:S1TC-3.81.22.7

Model:CGM4981COM

Product Type:XB8

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2 days ago

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XfinityKei

Official Employee

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1.8K Messages

@Thespieler11 Have you had the chance to try any of the above steps provided by @EG? Were you able to see any changes if you bypassed any splitters, amplifiers, Wi-Fi extenders etc?

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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3 hours ago

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EG

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112.8K Messages

2 days 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 over-driving the front-end receiver circuit of the modem. The upstream power is on the low side as well. Especially on the OFDMA channel (41). That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding 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

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Your Home Network

Thespieler11

Constant dropped connections even though Xfinity bot says connection is "healthy"

Thespieler11

Thespieler11

EG

Thespieler11

XfinityKei

EG

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