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

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Responses

EG

Expert

•

111.5K Messages

4 years ago

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

1

0

nvaderr

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)

4 years ago

0

EG

Expert

•

111.5K Messages

4 years 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.

8

0

nvaderr

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

4 years ago

0

CCZachary1

Problem Solver

•

672 Messages

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

I no longer work for Comcast.

4 years ago

0

EG

Expert

•

111.5K 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.

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4 years ago

0

nvaderr

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

4 years ago

0

XfinityRay

Official Employee

•

3K 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

4 years ago

0

Your Home Network

nvaderr

Constant internet drops

EG

nvaderr

EG

nvaderr

CCZachary1

EG

nvaderr

XfinityRay

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