Justinxr's profile

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2 Messages

Tuesday, June 10th, 2025 7:40 PM

Having Intermittent Internet Disconections

I've been using Xfinity for years as my ISP and have never experienced these internet issues. About two weeks ago recently moved to a new city and since then we have been experiencing intermittent disconnections to our internet. We never had these issues at the old house and we are also using the same equipment (modem/router). The modem we have is a Motorola MB8611 and the router is a Netgear Nighthawk (Model R7000). The internet can go for hours with no drops then randomly the modem lights all drop (except the power) and then the modem immediately reconnects to the internet. Some days are worse than others we have had one day with only a few disconnections and other days we have them every hour. From checking the modem event logs there are many critical (3) and Notice (6) events. I'll post some of the error messages and connection information below. Today so far there have been 28 of these events. We have already had a technician come look at our connection and he couldn't determine any issues. He suggested us to use a modem from Xfinity as a solution but I'm not sure this is the issue given that it was working fine at our old house just two weeks ago. I would appreciate any assistance as its been hard to get someone on the phone to talk with.

Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;
  Critical (3)  

UCD invalid or channel unusable;

  Notice (6)  

Honoring MDD; IP provisioning mode = IPv6

Notice (6)   DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.
Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;

Official Employee

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2.1K Messages

6 hours ago

 

Justinxr Thank you for posting on our community forum so we can make sure you're getting the reliable internet service you pay for. You are in great hands with my team :). We are troubleshooting experts and we'll stick with you until you confirm everything is back up and running smoothly. 
 
Are you noticing any dropped connections when hardwired directly to your modem via ethernet? Is this only affecting devices connected to the internet over WiFi? 

 

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