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Justinxr
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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.;

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25 days ago

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XfinityEmilyB

Official Employee

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2.1K Messages

26 days 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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Justinxr

New Poster

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4 Messages

Hello Emily,

Yes, these disconnections happen if I am directly plugged into the modem via ethernet. To help rule out some of the obvious things I have already tried 3 different ethernet cables and multiple coax cables. Everything is plugged in securely. You can see the drop is coming when all the modem lights go out then 30 seconds later start coming back on. The internet then reconnects after a minute or so. I just highly doubt it is my equipment since it was all working fine at the last house.

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25 days ago

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XfinityJanelle

Official Employee

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1.6K Messages

Thank you for sharing detailed information with us on what you have tried. We will be happy to take a look further into this. 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.To send a "Direct Message":
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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25 days ago

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Justinxr

New Poster

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4 Messages

@XfinityJanelle​ Thanks Janelle! Sent!

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25 days ago

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XfinityJustinC

Official Employee

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1.4K Messages

@Justinxr I appreciate you sending the direct message with the requested information, and was able to locate that. I'll follow up with you there to investigate the service connectivity issue. 

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

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25 days ago

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EG

Expert

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111.5K Messages

25 days ago

@Justinxr @XfinityJanelle 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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