Disconnects and internet speed drops require restarting modem all the time

We recently switched to an internet only service, and ever since switching, we’ve been having issues exactly the same as this post:

https://forums.xfinity.com/conversations/your-home-network/intermittent-disconnects-constant-modem-restarting-to-maintain-service-after-upgrading/602daf24c5375f08cd02463f

The event logs for the modem (I have the exact same model as mentioned in that post - the SB6190) contain the same exact error messages. Internet speeds will drop out randomly throughout the day, making it difficult to work from home. Restarting the modem temporarily fixes the issue and returns my internet speeds back to normal. The drops also appear to cause my Flex boxes to crash, I am assuming. Strangely, when we had cable at the house with a different speed internet (but the same modem), we didn’t run into any of these issues, but since switching accounts and into the internet only plan, they occur daily.

Someone on the post I linked to said Xfinity may be able to help. Thank you so much in advance for any guidance/help better understanding the issue.

This post was escalated on April 21, 2021 by EG

Responses

EG

Expert

•

86.7K Messages

1 m ago

Please start here if you wish;

https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9

(edited)

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user_5b27e2

Visitor

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12 Messages

Hi, thank you. Yes, that's a great post. I had read through it and I've tried following all the troubleshooting information - I didn't see anything obvious with the cabling and other equipment. It appears to be something with the modem vs. the router. I've posted the logs and status from my SB6190 on this post.

1 m ago

user_5b27e2

Visitor

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12 Messages

1 m ago

I am still experiencing this frequently. Here is the status from the modem:

Procedure	Status	Comment
Acquire Downstream Channel		Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Configuration File	OK
Security	Enabled	BPI+
DOCSIS Network Access Enabled	Allowed

Downstream Bonded Channels
Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	256QAM	13	489.00 MHz	2.30 dBmV	30.82 dB	1244056	460014
2	Locked	256QAM	14	507.00 MHz	2.40 dBmV	40.37 dB	0	0
3	Locked	256QAM	15	513.00 MHz	1.70 dBmV	40.37 dB	0	0
4	Locked	256QAM	16	519.00 MHz	1.60 dBmV	38.98 dB	0	0
5	Locked	256QAM	17	525.00 MHz	1.70 dBmV	38.61 dB	12	0
6	Locked	256QAM	18	531.00 MHz	2.10 dBmV	40.37 dB	15	0
7	Locked	256QAM	19	537.00 MHz	1.80 dBmV	40.95 dB	10	0
8	Locked	256QAM	20	543.00 MHz	1.50 dBmV	40.37 dB	0	0
9	Locked	256QAM	21	549.00 MHz	1.40 dBmV	37.36 dB	0	0
10	Not Locked	----	22	555.00 MHz	----	----	----	----
11	Not Locked	----	23	561.00 MHz	----	----	----	----
12	Not Locked	----	24	567.00 MHz	----	----	----	----
13	Not Locked	----	25	573.00 MHz	----	----	----	----
14	Locked	256QAM	26	579.00 MHz	0.80 dBmV	33.96 dB	537230	834871
15	Not Locked	----	27	585.00 MHz	----	----	----	----
16	Locked	256QAM	28	591.00 MHz	0.40 dBmV	29.71 dB	5306068	613060
17	Locked	256QAM	29	597.00 MHz	-0.40 dBmV	37.36 dB	0	0
18	Locked	256QAM	30	603.00 MHz	-0.10 dBmV	38.98 dB	4	0
19	Locked	256QAM	31	609.00 MHz	0.20 dBmV	40.37 dB	0	0
20	Locked	256QAM	32	615.00 MHz	0.00 dBmV	40.37 dB	0	0
21	Locked	256QAM	34	621.00 MHz	0.40 dBmV	40.37 dB	7	0
22	Locked	256QAM	35	627.00 MHz	0.00 dBmV	38.61 dB	3	0
23	Locked	256QAM	36	633.00 MHz	-0.40 dBmV	37.64 dB	0	0
24	Locked	256QAM	37	639.00 MHz	0.00 dBmV	37.09 dB	0	0
25	Locked	256QAM	38	645.00 MHz	0.10 dBmV	39.90 dB	7	0
26	Locked	256QAM	39	651.00 MHz	0.00 dBmV	39.90 dB	16	0
27	Locked	256QAM	40	657.00 MHz	-0.70 dBmV	39.50 dB	11	0
28	Locked	256QAM	41	663.00 MHz	-0.40 dBmV	39.90 dB	0	0
29	Locked	256QAM	42	669.00 MHz	-0.40 dBmV	39.90 dB	0	0
30	Locked	256QAM	43	675.00 MHz	-0.30 dBmV	39.90 dB	0	0
31	Locked	256QAM	44	681.00 MHz	-0.10 dBmV	39.90 dB	0	0
32	Locked	256QAM	45	687.00 MHz	-0.60 dBmV	39.90 dB	0	0

Upstream Bonded Channels
Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	26	5120 kSym/s	30.10 MHz	38.25 dBmV
2	Locked	ATDMA	27	5120 kSym/s	23.70 MHz	37.25 dBmV
3	Locked	ATDMA	25	5120 kSym/s	36.50 MHz	39.25 dBmV

user_5b27e2

Visitor

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12 Messages

1 m ago

And here is event log. Does anything pop out to anyone?

Wed Apr 21 12:24:21 2021