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MikeinCali
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Wednesday, November 26th, 2025 4:50 AM

Intermittent Signal Loss During Evenings at Apartment Complex

I pay for 1,200 mbps internet, and get that most of the time, but every evening I experience intermittent signal loss. This can be as frequent as once every few minutes and can last up to 30 seconds at a time. I am connected directly with an Ethernet cable and know that it is not an issue with any of my equipment. Is there anything that can be done to improve the consistency of my signal? I live in an apartment complex in a major city. My internet was much more reliable when I live in a rural area. Please see the image below. Thank you.

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3 hours ago

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EG

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114.7K Messages

4 days ago

What do the modem's signal status values look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1 


Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.


What is the exact make and model number of the modem / gateway device ?

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MikeinCali

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Hello,

Thank you for the assistance, but neither link works for me. I just get a page showing

"Managing your home network settings is now easier than ever. To manage your gateway settings and other features, please download the Xfinity xFi app."

Using the app I can not find anything showing a log.

I believe that I have a Gateway XB8 CGM4981COM

 

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4 days ago

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MikeinCali

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4 days ago

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XfinityAlyssaA

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2.2K Messages

Good evening @MikeinCali and thank you for reaching out on our forums with your connection issues. Have you had a chance to try what @EG recommended yet? What other troubleshooting steps have you attempted? 

 

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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3 days ago

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EG

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3 days ago

@MikeinCali 

Have you tried enabling the admin tool access feature ?

https://www.xfinity.com/support/articles/admin-tool-access 

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MikeinCali

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@EG​ 

Hello, yes that worked. Here are the Downstream Power Levels. Just FYI while attempting to get this information, the internet has been up for maybe a total of 5 minutes in the last 30. This occurs around the same time every night between 9pm and 11:30pm, which is why I suspect that it is tied to the amount of people online in the area.

Downstream
Channel Bonding Value
Channel ID
20
17
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
48
Lock Status
Locked
Locked
Locked
Frequency
459 MHz
441 MHz
685000000
SNR
38.6 dB
38.6 dB
36.9 dB
Power Level
7.4 dBmV
6.0 dBmV
0.0 dBmV
Modulation
256 QAM
256 QAM

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16 hours ago

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MikeinCali

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And here is another....

Downstream
Channel Bonding Value
Channel ID
20
17
18
19
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
35
37
38
39
40
0
0
0
0
0
0
0
0
48
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
Frequency
459 MHz
441 MHz
447 MHz
453 MHz
465 MHz
471 MHz
477 MHz
483 MHz
489 MHz
495 MHz
501 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
685000000
SNR
38.6 dB
38.5 dB
38.6 dB
38.8 dB
38.5 dB
38.4 dB
38.5 dB
38.7 dB
38.6 dB
38.8 dB
38.7 dB
38.5 dB
38.5 dB
38.4 dB
38.6 dB
38.6 dB
38.5 dB
38.2 dB
38.0 dB
37.9 dB
38.1 dB
38.3 dB
38.3 dB
37.4 dB
36.7 dB
Power Level
199256465.8 dBmV
6.0 dBmV
6.5 dBmV
7.2 dBmV
6.6 dBmV
6.0 dBmV
6.0 dBmV
6.4 dBmV
6.9 dBmV
7.1 dBmV
6.4 dBmV
5.6 dBmV
5.0 dBmV
5.2 dBmV
6.0 dBmV
6.3 dBmV
5.4 dBmV
4.2 dBmV
3.7 dBmV
3.8 dBmV
3.8 dBmV
4.3 dBmV
3.0 dBmV
1.8 dBmV
1.1 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
OFDM

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16 hours ago

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XfinityBenjaminM

Official Employee

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2.6K Messages

 

MikeinCali Let's take a closer look at your connection and see what is going on. Please send a Direct Message with your full name and address. Here are instructions on how to send a DM in case you need them:

 Click "Sign In" if necessary
  • Click the "Direct Message" icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

 

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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11 hours ago

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EG

Expert

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114.7K Messages

3 hours ago

@MikeinCali 

Please also post the upstream power level values.

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