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user_740715
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Thursday, May 11th, 2023 9:16 AM

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Frequent and intermittent connection drops.

Has anyone been facing issues with Xfinity Wi-Fi lately? Mine keeps disconnecting intermittently throughout the day. The service goes out just for a few seconds or a minute. It is extremely frustrating when it happens during Teams meetings. I have had Xfinity for past 5 years and this just started happening since a few weeks ago.

Every time I call them, it takes 15-20 minutes to reach a live human support representative. They go through the exact same trouble shooting steps and conclude that there is nothing wrong on their end. They keep pushing me to rent one of their devices for $15 a month. It seems like they are purposefully not resolving these issues so they can upsell their customers to rent their devices. They don't even give me an option to buy it outright. They keep telling me that there could be an issue with my modem.

I use Arris SB6190 modem which is listed as one of the compatible modems. I logged into my modem via Arris Browser and below are the connection levels and Event Logs. All the power levels are within acceptable range as specified by Arris (https://arris.my.salesforce-sites.com/consumers/articles/General_FAQs/SB6190-Cable-Signal-Levels/). 

Is there anyway this issue can be resolved? I would rather look for alternatives than be forced to rent their equipment for $15 per month. 

Startup Procedure
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 41 669.00 MHz -4.20 dBmV 36.39 dB 4 0
2 Locked 256QAM 13 489.00 MHz 0.00 dBmV 37.64 dB 0 0
3 Locked 256QAM 14 495.00 MHz 0.20 dBmV 37.64 dB 0 0
4 Locked 256QAM 15 507.00 MHz -1.40 dBmV 37.64 dB 12 0
5 Locked 256QAM 16 513.00 MHz -0.60 dBmV 37.64 dB 7 0
6 Locked 256QAM 17 519.00 MHz -0.80 dBmV 37.36 dB 0 0
7 Locked 256QAM 18 525.00 MHz -1.20 dBmV 37.64 dB 0 0
8 Locked 256QAM 19 531.00 MHz -0.90 dBmV 37.64 dB 0 0
9 Locked 256QAM 20 543.00 MHz -3.10 dBmV 37.36 dB 0 0
10 Locked 256QAM 21 549.00 MHz -3.90 dBmV 36.61 dB 3 0
11 Locked 256QAM 22 555.00 MHz -3.50 dBmV 37.36 dB 8 0
12 Locked 256QAM 23 561.00 MHz -3.30 dBmV 36.39 dB 0 0
13 Locked 256QAM 24 567.00 MHz -2.50 dBmV 37.36 dB 0 0
14 Locked 256QAM 25 573.00 MHz -2.20 dBmV 37.36 dB 0 0
15 Locked 256QAM 26 579.00 MHz -1.90 dBmV 37.64 dB 0 0
16 Locked 256QAM 27 585.00 MHz -2.20 dBmV 37.36 dB 0 0
17 Locked 256QAM 28 591.00 MHz -2.60 dBmV 37.36 dB 0 0
18 Locked 256QAM 29 597.00 MHz -2.60 dBmV 37.36 dB 0 0
19 Locked 256QAM 30 603.00 MHz -3.00 dBmV 37.64 dB 0 0
20 Locked 256QAM 31 609.00 MHz -2.90 dBmV 37.36 dB 0 0
21 Locked 256QAM 32 615.00 MHz -3.20 dBmV 37.36 dB 0 0
22 Locked 256QAM 33 621.00 MHz -3.30 dBmV 37.36 dB 0 0
23 Locked 256QAM 34 627.00 MHz -2.90 dBmV 37.36 dB 0 0
24 Locked 256QAM 35 633.00 MHz -2.60 dBmV 37.36 dB 0 0
25 Locked 256QAM 36 639.00 MHz -2.50 dBmV 36.90 dB 0 0
26 Locked 256QAM 37 645.00 MHz -2.40 dBmV 36.90 dB 0 0
27 Locked 256QAM 38 651.00 MHz -3.10 dBmV 36.90 dB 0 0
28 Locked 256QAM 39 657.00 MHz -2.90 dBmV 37.30 dB 0 0
29 Locked 256QAM 40 663.00 MHz -3.80 dBmV 36.60 dB 0 0
30 Locked 256QAM 42 675.00 MHz -3.90 dBmV 35.50 dB 15304 3569
31 Locked 256QAM 43 681.00 MHz -4.10 dBmV 35.70 dB 24975 2598
32 Locked 256QAM 44 687.00 MHz -4.00 dBmV 36.40 dB 464 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 2560 kSym/s 10.40 MHz 49.50 dBmV
2 Locked ATDMA 6 2560 kSym/s 40.40 MHz 49.50 dBmV
3 Locked ATDMA 5 5120 kSym/s 35.60 MHz 48.00 dBmV
4 Locked ATDMA 4 5120 kSym/s 29.20 MHz 48.00 dBmV
5 Locked ATDMA 3 5120 kSym/s 22.80 MHz 47.50 dBmV
6 Locked ATDMA 2 5120 kSym/s 16.40 MHz 49.50 dBmV
Event Log

The table below contains the log of events that the SB6190 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

[Edited: "Personal Information"]

Question

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Updated 

2 years ago

 • Edited

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EG

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110.1K Messages

2 years ago

The upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels. And some of the downstream power level values and SNR's are a bit on the low / weak side. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


Good luck with it !

4

EG

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110.1K Messages

@user_740715​ 

Please redact all of the CM MAC and the CMTS MAC addresses from your error log entries for your privacy. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically. It flagged your post as "Private".

I am not a Comcast Employee.
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2 years ago

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EG

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@jaebond ​ wrote;

You also mentioned that downstream SNR's and power values are on the low side. I have checked the official Arris website for guidance on acceptable cable signal levels: https://arris.my.salesforce-sites.com/consumers/articles/General_FAQs/SB6190-Cable-Signal-Levels/?l=en_US&fs=RelatedArticle

When you look at the stats you are only seeing a snapshot in time.. I guess that you missed the part where I stated about the possibility of intermittent fluctuations happening ? Some of the stats are marginal. There's not much wiggle room left.

(edited)

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2 years ago

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EG

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@jaebond wrote;

There are no coax cable splitters. There is just one cable that goes from wall outlet to the modem. I checked the cable for any cuts, bruises, or loose connections. Everything seems to be in good condition.

Then you'll need a tech out to investigate as I stated.

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.


Good luck !

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2 years ago

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jaebond

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12 Messages

2 years ago

It's odd---never got notification of your original response to my post 3 months back. So I'd never bothered to check back until receiving today's email alert.

Yet today I DID receive notification re: your "closing" posted.

Anyway, my connectivity & drops seem to have worked out--whatever the problem was.

I now make certain to do minimum of weekly unplug/reboot router for a type of "maintenance" --that has kept my household & router online for 2 months..

Thanks again for assistance on community forum here. I wasn't trying to blow off responding with gratitude...just wasn't aware you had posted prior reply.🙃

(edited)

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EG

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110.1K Messages

2 years ago

@jaebond 

Are you the original poster @user_740715  ? The forum names are different.

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jaebond

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@EG​ 

No, just belatedly thanking you & answering question the poster directed to me.

At least I think it was for me..😀

(Hard to decipher posts on many online communities when viewing through a 4.7" screen cellphone. I recently bought a 13.3 laptop, but because it's NOT a touchscreen, still avoiding use when phone always seems more convenient.)

(edited)

2 years ago

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