Visitor

 • 

6 Messages

Monday, December 29th, 2025 5:36 PM

Fix and Insight Requested: Unreliable internet connectivity for weeks (detailed metrics and equipment)

We upgraded our Xfinity tv/internet plan about one month ago and have been experiencing almost hourly erratic internet connection (all sites and services will render slowly or not at all for a few minutes) since, both on wireless devices and devices connected directly to the XB7-T by ethernet (we don’t use a separate router). I’ve done many rounds of power cycling and even a hard factory reset for the XB7-T. Still, the wired and wireless connectivity issues remain. To note, our internet service is the one gigabit down plan. Our tv boxes are the XG1v4-a and the Xi6. I will post the XB7-T signal metrics at the bottom. 

I will say that while our household isn't using a MoCA system, the XB7-T seems permanently stuck in MoCA mode, as others have posted about for years. Even the hard reset only gave us one hour before the gateway's MoCA mode automatically came back on. I remain uncertain if this is just how all XB7-Ts operate, or if MoCA mode is automatic and required while using tv boxes like mine (which I vaguely understand they communicate to each other through their own MoCA). The underground outside cable line terminates into what appears to be a generic-looking 3db attenuator, which then leads cable into a three-way split Commscope 5-1002 MHz Splitter (SV-3G), which brings three cable lines inside the house. Seemingly there is no MoCA POE filter in this chain? Also, from what I can tell, there are no splitters, amplifiers, attenuators, MoCA filters, or other connectivity accessories after this outside 3-way splitter. Hopefully this is useful diagnostic information. 

The XB7-T signal metrics are below. Thanks for anyone’s help and insight! 

Downstream
Channel Bonding Value
Channel ID
17
2
3
4
4
6
7
8
9
10
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
37
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
579 MHz
489 MHz
495 MHz
501 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
690000000
SNR
36.8 dB
38.3 dB
37.8 dB
35.0 dB
35.6 dB
37.4 dB
36.3 dB
36.8 dB
33.2 dB
36.6 dB
35.4 dB
Power Level
-15.3 dBmV
-14.0 dBmV
-14.5 dBmV
-14.3 dBmV
-14.7 dBmV
-15.0 dBmV
-14.7 dBmV
-15.2 dBmV
-15.3 dBmV
-15.8 dBmV
-15.7 dBmV
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
Upstream
Channel Bonding Value
Channel ID
5
6
7
8
Lock Status
Locked
Locked
Locked
Locked
Frequency
35 MHz
29 MHz
22 MHz
16 MHz
Symbol Rate
5120
5120
5120
5120
Power Level
42.0 dBmV
42.0 dBmV
42.0 dBmV
41.8 dBmV
Modulation
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
Oldest First
Selected Oldest First

Visitor

 • 

6 Messages

3 hours ago

And here are those metrics taken just a few minutes apart - I presume this indicates something problematic.

Downstream
Channel Bonding Value
Channel ID
17
2
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
37
Lock Status
Locked
Locked
Locked
Frequency
579 MHz
489 MHz
690000000
SNR
36.8 dB
38.3 dB
35.5 dB
Power Level
-15.3 dBmV
-14.0 dBmV
-15.7 dBmV
Modulation
256 QAM
256 QAM
OFDM

Upstream
Channel Bonding Value
Channel ID
5
6
0
0
Lock Status
Locked
Locked
Frequency
35 MHz
29 MHz
Symbol Rate
5120
5120
Power Level
42.0 dBmV
42.0 dBmV
Modulation
QAM
QAM
Channel Type
ATDMA
ATDMA



Expert

 • 

115.1K Messages

3 hours ago

The downstream power levels and the SNR's are too low / out of spec. I don't see why a 3dB attenuator is being used along with a 3-way splitter. That's too much loss. Start by removing the 3dB attenuator. That still may not be enough. You may need to replace that passive 3-way splitter with an active powered splitter / drop amplifier.

Visitor

 • 

6 Messages

Thanks for the advice, EG! I'll remove the attenuator and report back.

Visitor

 • 

6 Messages

3 hours ago

Also, to any Xfinity agent, if you believe these metrics warrant an on-site visit, I would certainly welcome one. I do subscribe to the monthly Service Protection Plan if that is helpful info.

Official Employee

 • 

1.9K Messages

@user_1yjv6m, the advice from @EG may do the trick, but if not, let us know via private message, and we can explore getting a tech out as well if needed.

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
forum icon

New to the Community?

Start Here