Visitor
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5 Messages
Internet connection dropping every 10-15 minutes
I'm pretty sure that the signal from the Xfinity box to my modem is corrupted. Here's the log from my Surfboard modem below. What can I do to resolve this? My service is unusable for work, i.e. video conferencing, at this point.
| Channel ID | Lock Status | Modulation | Frequency | Power | SNR/MER | Corrected | Uncorrectables |
| 20 | Locked | QAM256 | 525000000 Hz | -1.5 dBmV | 41.7 dB | 150402 | 495888 |
| 17 | Locked | QAM256 | 507000000 Hz | -1.1 dBmV | 42.6 dB | 143930 | 463048 |
| 18 | Locked | QAM256 | 513000000 Hz | -1.3 dBmV | 42.5 dB | 145004 | 470651 |
| 19 | Locked | QAM256 | 519000000 Hz | -1.5 dBmV | 40.3 dB | 158132 | 533087 |
| 21 | Locked | QAM256 | 531000000 Hz | -1.8 dBmV | 41.8 dB | 167635 | 581914 |
| 22 | Locked | QAM256 | 537000000 Hz | -2.0 dBmV | 41.9 dB | 210827 | 776023 |
| 23 | Locked | QAM256 | 543000000 Hz | -2.3 dBmV | 40.0 dB | 144878 | 481490 |
| 24 | Locked | QAM256 | 549000000 Hz | -2.6 dBmV | 41.0 dB | 272328 | 1059036 |
| 25 | Locked | QAM256 | 555000000 Hz | -2.5 dBmV | 41.8 dB | 210512 | 784503 |
| 26 | Locked | QAM256 | 561000000 Hz | -2.5 dBmV | 41.8 dB | 258329 | 1003426 |
| 27 | Locked | QAM256 | 567000000 Hz | -2.9 dBmV | 41.5 dB | 214315 | 800183 |
| 28 | Locked | QAM256 | 573000000 Hz | -2.8 dBmV | 41.5 dB | 267087 | 1048555 |
| 29 | Locked | QAM256 | 579000000 Hz | -3.1 dBmV | 41.4 dB | 236776 | 900484 |
| 30 | Locked | QAM256 | 585000000 Hz | -3.4 dBmV | 41.1 dB | 210677 | 788646 |
| 31 | Locked | QAM256 | 591000000 Hz | -3.3 dBmV | 41.0 dB | 186555 | 682520 |
| 32 | Locked | QAM256 | 597000000 Hz | -3.3 dBmV | 40.9 dB | 293491 | 1167845 |
| 33 | Locked | QAM256 | 603000000 Hz | -3.5 dBmV | 40.9 dB | 210161 | 803488 |
| 34 | Locked | QAM256 | 609000000 Hz | -3.8 dBmV | 41.0 dB | 334128 | 1365098 |
| 35 | Locked | QAM256 | 615000000 Hz | -3.9 dBmV | 40.8 dB | 230488 | 910653 |
| 36 | Locked | QAM256 | 621000000 Hz | -3.9 dBmV | 41.1 dB | 296156 | 1219718 |
| 37 | Locked | QAM256 | 627000000 Hz | -4.1 dBmV | 40.9 dB | 303663 | 1251260 |
| 38 | Locked | QAM256 | 633000000 Hz | -4.0 dBmV | 41.1 dB | 190362 | 713878 |
| 39 | Locked | QAM256 | 639000000 Hz | -4.1 dBmV | 40.8 dB | 346327 | 1431051 |
| 40 | Locked | QAM256 | 645000000 Hz | -4.3 dBmV | 40.8 dB | 186616 | 696507 |
| 41 | Locked | QAM256 | 651000000 Hz | -4.2 dBmV | 40.9 dB | 190035 | 721662 |
| 42 | Locked | QAM256 | 657000000 Hz | -4.4 dBmV | 40.9 dB | 205219 | 803004 |
| 43 | Locked | QAM256 | 663000000 Hz | -4.4 dBmV | 40.8 dB | 231655 | 937157 |
| 44 | Locked | QAM256 | 669000000 Hz | -4.5 dBmV | 40.7 dB | 212118 | 843328 |
| 45 | Locked | QAM256 | 675000000 Hz | -4.5 dBmV | 39.7 dB | 305930 | 1252359 |
| 46 | Locked | QAM256 | 681000000 Hz | -4.6 dBmV | 40.7 dB | 287655 | 1200326 |
| 47 | Locked | QAM256 | 687000000 Hz | -4.6 dBmV | 40.8 dB | 250237 | 1008439 |
| 48 | Locked | Other | 722000000 Hz | -4.1 dBmV | 39.0 dB | 985795763 | 171297 |
| Upstream Bonded Channels | ||||||
|---|---|---|---|---|---|---|
| Channel | Channel ID | Lock Status | US Channel Type | Frequency | Width | Power |
| 1 | 6 | Locked | SC-QAM Upstream | 10400000 Hz | 3200000 Hz | 35.0 dBmV |
| 2 | 7 | Locked | SC-QAM Upstream | 16400000 Hz | 6400000 Hz | 35.0 dBmV |
| 3 | 8 | Locked | SC-QAM Upstream | 22800000 Hz | 6400000 Hz | 36.0 dBmV |
| 4 | 9 | Locked | SC-QAM Upstream | 29200000 Hz | 6400000 Hz | 36.0 dBmV |
| 5 | 10 | Locked | SC-QAM Upstream | 35600000 Hz | 6400000 Hz | 36.0 dBmV |
| 6 | 12 | Locked | SC-QAM Upstream | 40400000 Hz | 3200000 Hz | 36.0 dBmV |
CCRenee
New Problem Solver
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169 Messages
3 years ago
Hi @aggressive_angst and thanks for reaching out to us at Xfinity!
Thanks for letting us know how we can help, and sorry for the issues you're having with your modem. We'd be happy to help with troubleshooting!
Please send our team a direct message with your full name and address. Our team can further investigate this issue. To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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
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EG
Expert
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117.9K Messages
3 years ago
@aggressive_angst
The signal status values at that snapshot in time were in spec (although the downstreams are a bit on the low / weak side) but it appears that there is a large amount of corrected and uncorrected bit errors.
Are there any modem RF error log entries being shown ? If so, please post them as well in their entirety (copy and paste them, don't post a screenshot) but redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. The posting of personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically.
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