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KZandGZ
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Saturday, March 23rd, 2024 6:04 PM

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Frequent internet disconnects every day on new internet installation. (less than a year old)

Hi everyone. My husband and I just purchased a new home last year The house didn't have high speed internet, so we worked with Xfinity to run copper to the house in 2023. Ever since our new cable line was installed, we have suffered from frequent disconnects of internet each day. We have 4 Nest Wi-Fi Pro mesh AP's (when we realized we had issues we placed each on their own UPS battery, Arris S33 cable modem also on UPS power). When the internet drops, we maintain the Wi-Fi connection; the connection with the routers is working and does not drop. Only the internet connection drops, pointing to the cable modem as a possible issue. After logging into the cable modem, we found many errors in the log files. I see others have posted about these errors before, so maybe there is a quick configuration change or firmware update that Xfinity can push to help resolve this issue. I see the date is incorrect in the event log, could that be an issue? The system time is correct on the Status page. So maybe there is a time issue on the Xfinity side? Copied below are the log files and other info about our cable modem. Thank you for any help that you can provide! 

Current System Time:Sat Mar 23 13:01:22 2024

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 513000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
29 Locked QAM256 513000000 Hz 14 dBmV 41 dB 0 0
1 Locked OFDM PLC 537000000 Hz 14 dBmV 40 dB 70762793 0
9 Locked QAM256 387000000 Hz 14 dBmV 41 dB 0 0
10 Locked QAM256 393000000 Hz 14 dBmV 42 dB 0 0
11 Locked QAM256 399000000 Hz 13 dBmV 42 dB 0 0
12 Locked QAM256 405000000 Hz 13 dBmV 41 dB 0 0
13 Locked QAM256 411000000 Hz 13 dBmV 41 dB 0 0
14 Locked QAM256 417000000 Hz 13 dBmV 41 dB 0 0
15 Locked QAM256 423000000 Hz 13 dBmV 41 dB 0 0
16 Locked QAM256 429000000 Hz 13 dBmV 41 dB 0 0
17 Locked QAM256 435000000 Hz 13 dBmV 41 dB 0 0
18 Locked QAM256 441000000 Hz 13 dBmV 41 dB 0 0
19 Locked QAM256 447000000 Hz 13 dBmV 41 dB 0 0
20 Locked QAM256 453000000 Hz 13 dBmV 41 dB 0 0
21 Locked QAM256 459000000 Hz 13 dBmV 41 dB 0 0
22 Locked QAM256 465000000 Hz 13 dBmV 41 dB 0 0
23 Locked QAM256 471000000 Hz 13 dBmV 41 dB 0 0
24 Locked QAM256 477000000 Hz 14 dBmV 41 dB 0 0
25 Locked QAM256 483000000 Hz 14 dBmV 41 dB 0 0
26 Locked QAM256 489000000 Hz 14 dBmV 41 dB 0 0
27 Locked QAM256 495000000 Hz 13 dBmV 41 dB 0 0
28 Locked QAM256 507000000 Hz 14 dBmV 41 dB 0 0
30 Locked QAM256 519000000 Hz 14 dBmV 41 dB 0 0
31 Locked QAM256 525000000 Hz 14 dBmV 41 dB 0 0
32 Locked QAM256 531000000 Hz 14 dBmV 41 dB 0 0



Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
69 Locked SC-QAM 16300000 Hz 6400000 29.3 dBmV
70 Locked SC-QAM 22800000 Hz 6400000 29.3 dBmV
71 Locked SC-QAM 29200000 Hz 6400000 28.5 dBmV
72 Locked SC-QAM 35600000 Hz 6400000 28.5 dBmV

Event Log
Status > Event Log

The table below contains the log of events that the S33v2 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

Date Time Event Level Description
31/12/1969
19:00:15		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:20		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:22		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:32		 3 No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:43		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:43		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:44		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:20		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:21		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:25		 3 No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XXCM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:41		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:41		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:41		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:21		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:25		 3 No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:43		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:43		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:43		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:20		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:24		 3 No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:40		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:40		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:40		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:16		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:20		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:23		 3 No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:39		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:39		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:39		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:16		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:20		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:21		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:24		 3 No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:41		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:41		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:41		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:21		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:22		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:26		 3 No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:42		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:42		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:42		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:20		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:24		 3 No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:39		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:39		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:39		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
21/3/2024
17:40:47		 3 Failed LAN WebGUI login attempt from XXX.xxx.XXX.xxx on 24/03/21 at 5:40 PM.
21/3/2024
17:45:30		 3 Failed LAN WebGUI login attempt from XXX.xxx.XXX.xxx on 24/03/21 at 5:45 PM.
21/3/2024
17:46:55		 3 Failed LAN WebGUI login attempt from XXX.xxx.XXX.xxx on 24/03/21 at 5:46 PM.
21/3/2024
17:47:45		 3 Failed LAN WebGUI login attempt from XXX.xxx.XXX.xxx  on 24/03/21 at 5:47 PM.
21/3/2024
17:56:30		 3 Failed LAN WebGUI login attempt from XXX.xxx.XXX.xxx on 24/03/21 at 5:56 PM.
21/3/2024
18:18:40		 3 Failed LAN WebGUI login attempt from XXX.xxx.XXX.xxx on 24/03/21 at 6:18 PM.
21/3/2024
18:27:30		 3 Successful LAN WebGUI login from XXX.xxx.XXX.xxx on 24/03/21 at 6:27 PM.
22/3/2024
05:44:50		 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:15		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:21		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:25		 3 No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:38		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:38		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:38		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:16		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:20		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:22		 3 No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:36		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:36		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:36		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:20		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:22		 3 No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:39		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:39		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:39		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
23/3/2024
10:39:25		 3 Successful LAN WebGUI login from XXX.xxx.XXX.xxx on 24/03/23 at 10:39 AM.
23/3/2024
10:41:56		 3 Successful LAN WebGUI login from XXX.xxx.XXX.xxx on 24/03/23 at 10:41 AM.
23/3/2024
10:45:49		 3 Successful LAN WebGUI login from XXX.xxx.XXX.xxx on 24/03/23 at 10:45 AM.
31/12/1969
19:00:15		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:20		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:23		 3 No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:29		 6 Honoring MDD; IP provisioning mode = IPv6
31/12/1969
19:00:39		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:39		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:39		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
23/3/2024
11:17:40		 6 DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
23/3/2024
11:37:52		 3 Failed LAN WebGUI login attempt from XXX.xxx.XXX.xxx on 24/03/23 at 11:37 AM.
23/3/2024
11:38:04		 3 Successful LAN WebGUI login from XXX.xxx.XXX.xxx on 24/03/23 at 11:38 AM.
23/3/2024
12:50:20		 3 Successful LAN WebGUI login from XXX.xxx.XXX.xxx on 24/03/23 at 12:50 PM.

Question

 • 

Updated 

1 year ago

 • Edited

85

2

0

BruceW

Gold Problem Solver

 • 

26.4K Messages

1 year ago

... frequent disconnects of internet each day ... Arris S33 cable modem  ... the date is incorrect in the event log ...

Cable modems don't typically have a battery powered clock, so whenever they reset or boot up they are usually programmed to set the date and time to values near 1/1/1970. Once they are synchronized with Comcast's equipment, they load the current Standard date and time. Also, this modem's date format is day/month/year instead of the more familiar month/day/year.

The downstream power levels you posted are out of spec (too high), and the upstream power levels are too low. Is the modem connected to an amplifier? If so, try bypassing the amp. If there is no amp, you'll need to have a premise tech come out and bring the power levels back in spec.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx $100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

(edited)

3

0

KZandGZ

5 Messages

Thank you so much for this analysis. I will try these suggestions and report back. Xfinity did install a splitter device right before the modem that I thought was odd. He said it was to better level the signal. I'll try without it and see if that improves the symptoms. 

1 year ago

0

XfinityAdrienne

Official Employee

 • 

1.3K Messages

Thank you so much @BruceW for all that awesome information regarding the signals at the modem. Please let us know if you are not able to resolve the signal concerns following the above steps @KZandGZ! We would be happy to further dive into things with you if you are still having issues after attempting to bypass the splitter. 

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

1 year ago

0

EG

Expert

 • 

110.8K Messages

@KZandGZ wrote;​

Xfinity did install a splitter device right before the modem that I thought was odd. 

Is that a powered splitter / amplifier or a passive splitter ? Can you see a make and a model number on it ?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

1 year ago

0

KZandGZ

5 Messages

1 year ago

Our internet has been doing well the last 2 days since I made the post. Im happy that it’s been working, but I don’t believe the issue is solved yet. It’s not so unnormal to go a few days before without issue, it is usually inconsistent.

I checked the device xfinity plugged in to dampen the signal. it is a passive single-port pass through with the number 3 on it, i mistaken it as a splitter.

I’m not sure if I can post an image of the device but here we go:

https://photos.app.goo.gl/91kaT1YSk85Q76xg6

3

0

XfinityMarcos

Official Employee

 • 

2.4K Messages

 

KZandGZ, thank you for providing so much detail in your post and comments, it helps a ton to get everyone on the same page. Are you using a standalone/personal router along with your modem? I'm glad your signal has been consistent as of late, but no matter what we still have your back on this. 

 

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

1 year ago

0

KZandGZ

5 Messages

We are using 4 google nest wifi pro mesh system with the Arris S33. 

1 year ago

0

XfinityArmand

Official Employee

 • 

2.1K Messages

We are glad to take a closer look at this for you @KZandGZ!  Please feel free to shoot us a private message so that we can get the particulars and we can get to work on getting a fix for you.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging 

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "Xfinity Support" graphic replaces the "To:" line

 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

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

1 year ago

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