nvaderr's profile

Visitor

 • 

5 Messages

Wed, Dec 1, 2021 10:09 PM

Constant internet drops

The past 1-2 months I've had reoccurring frequent internet drops. Almost throughout 2019/2020 I've had no major issues... We've not touched our lines in anyway. 

I'm wondering if anyone can point out the issue in my up/downstream signals, because I'm almost sure it's that. I just had a tech out yesterday to check but all he really did was immediately change my room's line with a digital signal booster and waited for the internet to come back up. Didn't even bother to check out my box outside to see if there was any issues / interference.

If anyone can explain to me what might be the problem, I will most likely have to call another tech the refer him to this.

Downstream
Channel Bonding Value
Index
20
17
18
19
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
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
507 MHz
483 MHz
489 MHz
495 MHz
513 MHz
519 MHz
525 MHz
531 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
675 MHz
850000000
SNR
39.1 dB
38.9 dB
38.9 dB
38.8 dB
39.0 dB
38.8 dB
38.6 dB
38.8 dB
38.1 dB
38.4 dB
38.5 dB
38.5 dB
38.6 dB
38.6 dB
38.6 dB
38.5 dB
38.6 dB
38.6 dB
38.5 dB
38.4 dB
38.3 dB
38.2 dB
38.1 dB
38.5 dB
38.3 dB
38.3 dB
38.0 dB
37.9 dB
37.9 dB
37.8 dB
37.3 dB
35.8 dB
Power Level
1.0 dBmV
0.8 dBmV
0.8 dBmV
1.0 dBmV
1.2 dBmV
0.9 dBmV
0.4 dBmV
0.1 dBmV
0.0 dBmV
0.1 dBmV
0.3 dBmV
0.2 dBmV
0.1 dBmV
0.1 dBmV
0.1 dBmV
0.5 dBmV
0.7 dBmV
0.7 dBmV
0.8 dBmV
-1.2 dBmV
-1.1 dBmV
0.7 dBmV
0.4 dBmV
0.4 dBmV
0.6 dBmV
0.5 dBmV
0.7 dBmV
-1.3 dBmV
-1.4 dBmV
-1.7 dBmV
-1.5 dBmV
-4.7 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
OFDM
EG

Expert

 • 

91.5K Messages

2 m ago

Those stats are o/k / in spec. Please also post the upstream power level numbers.

Visitor

 • 

5 Messages

@EG Ahh sorry about that, couldn't get the formatting right. 

Index
1
2
3
4
5
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
Unerrored Codewords
67713065
156339173
156345306
156351521
156357291
156363970
156370461
156378349
156385601
156392979
156398870
156404163
156410464
156416329
156422751
156427856
156434411
156440602
156446499
156450454
156456106
156461806
156467997
156474129
156480107
156485898
156492271
156497670
156503490
156506646
156508441
67713065
Correctable Codewords
55062604
0
0
0
0
0
0
0
0
0
0
0
1
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
55062604
Uncorrectable Codewords
1893
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
0
0
0
0
0
Index
1
2
3
4
5
Lock Status
Locked
Locked
Locked
Locked
Locked
Frequency
16 MHz
22 MHz
29 MHz
35 MHz
40 MHz
Symbol Rate
5120
5120
5120
5120
2560
Power Level
39.8 dBmV
39.3 dBmV
39.3 dBmV
38.8 dBmV
38.8 dBmV
Modulation
QAM
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA

(edited)

EG

Expert

 • 

91.5K Messages

2 m ago

Everything is good !

What is the exact make and model number of the modem ?

Is this a WiFi connection ?

Are there any modem RF error log entries being shown ? If so, please post them as well in their entirety (copy and paste them, don't post a screenshot) but redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. Personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically.

Visitor

 • 

5 Messages

@EG I have the Xfinity XB7, model # CGM4331COM.

This is why I'm confused because I know the line is fine because I've always been connected to Xfinity services according to the Modem gateway, but my modem would reset and the internet would come back after 5-8 minutes.

I haven't seen any error logs other than notices of ports being forwarded, etc. I may have to come back when the issue comes up again and post my signals then. 

I'm connected to ethernet

Official Employee

 • 

79 Messages

Yes, please post again with your results if it happens again. 

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
EG

Expert

 • 

91.5K Messages

@nvaderr wrote: 

I haven't seen any error logs other than notices of ports being forwarded, etc.

O/k so FWIW. We've seen many posts here recently indicating that they have now blocked the end-user from accessing the modem component's RF signal error log entries in the Comcast supplied gateway devices. A BIG mistake in my opinion......

So, normally I would escalate an issue to the Comcast employees at this point, but I won't because I see that an official employee has already replied to you here. Good luck with this !

(edited)

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

Visitor

 • 

5 Messages

@XfinityZacharyA @EG So while since adding the digital signal booster did help keep a consistent connection through out the day, there is still some interference happening somewhere.. All my signals look the same after a big disconnect happened which forced a restart.. one thing I noticed after 9hours of uptime is the insane amount of CM error codewords, I know the first and last should have a high number, but I know the Correctable Codewords/Uncorrectables should be next to 0 right?

CM Error Codewords
Index
1
2
3
4
5
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
Unerrored Codewords
941770813
1605246776
1605258411
1605270296
1605282478
1605294362
1605307194
1605318873
1605334144
1605346719
1605358361
1605369909
1605382626
1605394667
1605406782
1605417964
1605435519
1605447062
1605456358
1605466620
1605479080
1605491186
1605502312
1605514976
1605526681
1605538476
1605551225
1605563455
1605575092
1605580989
1605587251
941770813
Correctable Codewords
920227873
897
957
804
812
949
884
852
885
811
976
849
827
839
854
905
842
747
731
654
683
625
713
679
703
598
714
657
695
655
698
920227873
Uncorrectable Codewords
1562
653
655
661
650
586
655
655
690
708
544
655
696
618
590
639
586
594
490
543
468
503
433
469
470
483
387
449
430
513
407
1562
Upstream
Channel Bonding Value
Index
1
2
3
4
5
Lock Status
Locked
Locked
Locked
Locked
Locked
Frequency
16 MHz
22 MHz
29 MHz
35 MHz
40 MHz
Symbol Rate
5120
5120
5120
5120
2560
Power Level
40.8 dBmV
40.0 dBmV
40.0 dBmV
39.3 dBmV
38.8 dBmV
Modulation
QAM
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA

Downstream
Channel Bonding Value
Index
20
17
18
19
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
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
507 MHz
483 MHz
489 MHz
495 MHz
513 MHz
519 MHz
525 MHz
531 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
675 MHz
850000000
SNR
39.3 dB
39.3 dB
39.5 dB
39.1 dB
39.3 dB
39.3 dB
39.3 dB
39.1 dB
38.7 dB
39.0 dB
39.0 dB
39.1 dB
39.1 dB
39.1 dB
39.1 dB
38.9 dB
39.0 dB
39.1 dB
39.1 dB
38.9 dB
38.9 dB
38.8 dB
39.0 dB
39.0 dB
39.0 dB
38.9 dB
38.5 dB
38.6 dB
38.6 dB
38.4 dB
37.9 dB
0.0 dB
Power Level
1.5 dBmV
0.9 dBmV
1.0 dBmV
1.2 dBmV
1.8 dBmV
1.6 dBmV
1.3 dBmV
0.9 dBmV
0.7 dBmV
0.6 dBmV
0.3 dBmV
0.6 dBmV
0.7 dBmV
0.9 dBmV
0.7 dBmV
0.4 dBmV
0.2 dBmV
0.2 dBmV
0.2 dBmV
0.2 dBmV
0.1 dBmV
0.2 dBmV
0.6 dBmV
0.6 dBmV
0.4 dBmV
0.5 dBmV
0.2 dBmV
0.4 dBmV
0.5 dBmV
0.8 dBmV
0.7 dBmV
-1.9 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
OFDM


XfinityRay

Official Employee

 • 

420 Messages

Thank you for your help, @nvaderr. I want to take a deeper dive into everything on my end. Getting the disconnections and restarts after your visit is concerning to me. Though I am glad the signal booster helped there is certainly more work to do. Please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.
Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

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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