jowill1026's profile

New Poster

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1 Message

Sun, Jan 10, 2021 5:00 AM

Gigabit service on new XB7-T modem constantly timing out/disconnecting.

I just moved to a new apartment and signed up for gigabit speeds and was provided with a self-install kit with the white XB7-T modem. I installed it just fine and made sure everything was snug, but the connectiviy, especially the WiFi, has been spotty. Several times a day the internet will just time out. If I look at my phone's WiFi connection it will say "Connected with no internet" for a few moments and then return to normal. It's terrible. If I look in the modem's webpage I've noticed that the Downstream power level has varied between 0 and up up to 17+dBmV and I've also got a couple thousand uncorrectable codewords. SNR is currently sitting at 42dB on most channel bonding values. Something seems wrong, and I wish I could get a tech to come out.

 

Previously in my old apartment I was using gigabit service with the black XB6 modem and everything worked fine.

Responses

EG

Expert

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87.2K Messages

5 m ago

The downstream power levels should not be intermittently fluctuating with such wide power swings ! Plus or minus 3dB at the most. Something is going on with the connection to the Comcast system. Please post all of the signal stats values (including the upstream power levels for us to see), thanks.

ComcastChe

Official Employee

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6.1K Messages

5 m ago

Hi, @jowill1026. Congratulations on your new place! Thanks for using the Forum to report your connectivity issues. Sorry for any inconvenience this may have caused. Have you been able to speak with someone that could get this resolved for you? If not, I would like to start investigating and get this resolved so you could begin to enjoy your services with no interruptions. Can you send a private message with your first and last name and the numbers associated with your address? To send a message, click on my name, "ComcastChe," then click send a message. 

EG

Expert

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87.2K Messages

5 m ago

@jowill1026 

 

The requested power levels in public please ?

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