Visitor
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3 Messages
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 |
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.
EG
Expert
•
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
jaebond
Visitor
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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
Expert
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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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