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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 |
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.
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