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user_bbeicd
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6 Messages

Monday, March 31st, 2025 9:51 PM

High Latency/Disconnects/Xfinity Says No Outages

We've been experiencing regular issues with the quality and sometimes availability of our internet.

I've restarted my modem multiple times to no avail.

My Dream Machine Pro Max reports the things I've captured in the images.

Is there something I can be running from my side to help capture metadata and enable easier troubleshooting on the Xfiniti side?

Question

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Updated 

2 hours ago

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EG

Expert

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109.5K Messages

2 days ago

1

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user_bbeicd

6 Messages

Thanks, I'll collect data based on this.

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2 hours ago

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XfinityMarcos

Official Employee

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2.3K Messages

10 hours ago

Hi user_bbeicd, thank you for taking the time to include those details in your post. I know connection issues feel extremely impactful these days with how connected we all are. I'll do all I can to help, and find a resolution. Let's go through a few clarifying questions to get on the same page and going in the right direction. Are you using a personal/standalone router along with your modem? Also, are you seeing these connectivity issues on all devices? Over Wi-Fi, ethernet, or both? 

 

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user_bbeicd

6 Messages

Thanks! Yes, it's a separate router. This issue has been observed with multiple devices connected directly to two different modems. 

I was able to quickly check the modem's power levels and it appeared that upstream is out of spec at 52. 
I recently had a tech come out and he put a new splitter in, so I wouldn't suspect it to be the issue, but is there some way for me to confirm?

Tomorrow I will collect more info based on the link above, please let me know if there's anything else I should be capturing.

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2 hours ago

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