Intermittent connectivity loss. Occurs every 15-20 minutes, duration from 30 seconds to several minutes

Have no clue what the problem is. Called CS and they sent me to get a new gateway which did not fix the problem; the new one is doing the same thing. When it loses connection, it automatically boots all wifi devices. Hardwired, I can see that the router functions are fine, but it has lost connection to the internet/XFINITY network. Signal strength appears to be normal, good actually, up and down. Unsure what frequency does or should be. Only thing that sticks out to me are these "CM Error Codewords". Lots of correctables and uncorrectables (info below). Logs did not seem to contain any useful information. Any ideas?

DOWNSTREAM

Index	20	13	14	15	16	17	18	19	21	22	23	24	25	26	27	28	29	30	31	32	33	34	35	36	37	38	39	40	41	42	43	44	193
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Frequency	531 MHz	489 MHz	495 MHz	501 MHz	507 MHz	513 MHz	519 MHz	525 MHz	537 MHz	543 MHz	549 MHz	555 MHz	561 MHz	567 MHz	573 MHz	579 MHz	585 MHz	591 MHz	597 MHz	603 MHz	609 MHz	615 MHz	621 MHz	627 MHz	633 MHz	639 MHz	645 MHz	651 MHz	657 MHz	663 MHz	669 MHz	675 MHz	957000000
SNR	45.1 dB	44.4 dB	44.9 dB	45.1 dB	45.3 dB	45.1 dB	45.2 dB	45.1 dB	45.2 dB	45.3 dB	45.2 dB	45.2 dB	45.0 dB	45.0 dB	45.2 dB	45.0 dB	45.1 dB	44.9 dB	44.9 dB	44.7 dB	44.8 dB	44.7 dB	44.7 dB	44.7 dB	44.5 dB	44.7 dB	44.7 dB	44.7 dB	44.6 dB	44.8 dB	44.8 dB	43.3 dB	41.9 dB
Power Level	3.4 dBmV	3.6 dBmV	3.5 dBmV	3.6 dBmV	3.6 dBmV	3.5 dBmV	3.3 dBmV	3.2 dBmV	3.5 dBmV	3.5 dBmV	3.5 dBmV	3.4 dBmV	3.5 dBmV	3.7 dBmV	3.8 dBmV	3.7 dBmV	3.8 dBmV	3.8 dBmV	3.5 dBmV	3.4 dBmV	3.4 dBmV	3.3 dBmV	3.2 dBmV	3.2 dBmV	3.1 dBmV	3.3 dBmV	3.4 dBmV	3.5 dBmV	3.5 dBmV	3.7 dBmV	3.7 dBmV	3.7 dBmV	0.2 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	OFDM

UPSTREAM

Index	1	2	3	4	5
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	16 MHz	22 MHz	29 MHz	35 MHz	36 MHz
Symbol Rate	5120	5120	5120	5120	0
Power Level	44.8 dBmV	45.0 dBmV	45.0 dBmV	45.3 dBmV	39.5 dBmV
Modulation	QAM	QAM	QAM	QAM	OFDMA
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	TDMA

CM ERROR CODEWORDS

Index	1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	33
Unerrored Codewords	4172126081	3066636220	3066634035	3066637527	3066648101	3066662949	3066665782	3066672578	3066678503	3066686859	3066698451	3066702970	3066711848	3066719573	3066719187	3066737137	3066741179	3066739024	3066751034	3066761074	3002468033	3066534597	3066544378	3066553064	3066563893	3066565887	3066569093	3066576559	3066583091	3066598506	3066598995	3066586556	4172126081
Correctable Codewords	1737121317	16	9	0	0	0	0	13	12	0	0	0	0	0	23	29	19	10	12	66	14	106	81	98	116	92	91	110	118	133	150	173	1737121317
Uncorrectable Codewords	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	460	476	459	446	470	471	471	520	509	514	487	0

Responses

XfinityRaul

Official Employee

•

1.9K Messages

1 year ago

Hello, @sf129. I'm sorry to hear you're still experiencing intermittent internet issues even after the new modem. I'd like the opportunity to review your account to see what we can do to get this fixed once and for all.

In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

0

U

user_noname

Contributor

•

168 Messages

1 year ago

@sf129 - these are some good Internet Troubleshooting Tips if you would like to try.

0

Your Home Network

sf129

Intermittent connectivity loss. Occurs every 15-20 minutes, duration from 30 seconds to several minutes

XfinityRaul

user_noname

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