Regular Visitor
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3 Messages
Frequent, intermittent Internet outages
I have Xfinity Xtreme home internet service with a Motorola MT7711 cable modem. It worked fine for a few months, but for the past several weeks I have been experiencing multiple, frequent loss of connectivity to the internet daily. My wife and I both work form home, and our kids are in a hybrid learning situation, so it's really impeding our productivity.
I spent an hour on the phone with Comcast earlier this week, and they sent some remote resets to my modem, but that didn't help. They said I should receive a call from a technician within 24 hours, and that call never came.
Today I've already had several disrupts today. Logs and disgnostic info insterted below.
Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked ATDMA 4 5120 16.4 37.5
2 Locked ATDMA 1 5120 35.6 40.5
3 Locked ATDMA 2 5120 29.2 39.8
4 Locked ATDMA 3 5120 22.8 38.8
5 Locked ATDMA 5 1280 39.6 38.8
6 Not Locked Unknown 0 0 0 0.0
7 Not Locked Unknown 0 0 0 0.0
8 Not Locked Unknown 0 0 0 0.0
Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected 1 Locked QAM256 9 531.0 8.6 37.0 7430 11645 2 Locked QAM256 42 405.0 7.3 37.7 9497 10591 3 Locked QAM256 43 411.0 7.1 37.2 8399 9106 4 Locked QAM256 44 417.0 6.8 36.9 8821 8350 5 Locked QAM256 45 423.0 6.9 37.1 9413 9154 6 Locked QAM256 38 435.0 7.5 37.1 8786 10208 7 Locked QAM256 39 441.0 7.4 37.3 7726 9493 8 Locked QAM256 40 447.0 7.3 37.5 7506 8846 9 Locked QAM256 41 453.0 7.1 37.1 7765 9018 10 Locked QAM256 29 459.0 7.3 36.8 8133 10162 11 Locked QAM256 34 465.0 7.5 36.8 8233 9990 12 Locked QAM256 35 471.0 7.7 36.9 7030 9949 13 Locked QAM256 36 477.0 8.0 36.7 6365 9500 14 Locked QAM256 1 483.0 8.2 37.0 6576 8452 15 Locked QAM256 2 489.0 8.3 37.2 7121 9127 16 Locked QAM256 3 495.0 8.5 37.0 7360 9606 17 Locked QAM256 4 501.0 9.8 36.9 7592 15702 18 Locked QAM256 5 507.0 10.1 36.4 7139 15301 19 Locked QAM256 6 513.0 10.0 36.3 6453 12695 20 Locked QAM256 7 519.0 9.7 36.7 6497 12569 21 Locked QAM256 8 525.0 9.4 37.0 7232 14250 22 Locked QAM256 10 537.0 9.9 36.9 7115 16058 23 Locked QAM256 11 543.0 10.1 36.4 6725 14536 24 Locked QAM256 12 549.0 10.3 36.1 6159 13850 Total 181073 268158
Responses
EG
Expert
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86.5K Messages
8 m ago
The signal stats are o/k but the error log entries indicate that something is going on. And there are generally more uncorrected bit errors than corrected errors. That's not a good thing. Perhaps there is noise ingress into the line(s) somewhere.
There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !
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caikman62
Regular Visitor
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3 Messages
8 m ago
Comcast was supposed to dispatch a tech, that never happened.
I’ve posted my log data, can anyone help interpret it? I don’t know what I’m looking for.
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ComcastMichael
Official Employee
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2.9K Messages
8 m ago
Greetings, @caikman62! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! I apologize to hear of the issues you are having with your internet. I work from home myself so I certainly understand needing to have a reliable connection. I would like to have a closer look at this and see if we can find anything that's going on with the signal. Can you please send me a PM with your first and last name so I may further assist you?
To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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caikman62
Regular Visitor
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3 Messages
8 m ago
My errors have dropped to only one In the last 24 hours since removing an unnecessary 3 foot extension. Ironically it’s a new cable that came with my self starter kit. But it wasn’t actually necessary as I was able to move my modem to connect to the primary line without it.
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