U

6 Messages

Tuesday, September 10th, 2024 5:42 PM

Internet Connection Drops Frequently

I'm experiencing intermittent drops in my connection. I have an Eero mesh wifi system and a Motorola SB8600 cable modem. The wifi seems to be functioning properly, but the internet is unreliable. I already had a Comcast tech come out last year, and they redid the wiring from the pole to my house. The problem went away for a few months, but it is now worse than ever. I have attached the connection info and events log from my cable modem. Note that all of the events in the log are from less than 24 hours of uptime.

Channel

Lock Status

Modulation

Channel ID

Freq. (MHz)

Pwr (dBmV)

SNR (dB)

Corrected

Uncorrected

1

Locked

QAM256

36

615.0

2.4

43.8

0

0

2

Locked

QAM256

13

477.0

3.4

44.6

0

0

3

Locked

QAM256

14

483.0

3.3

44.5

0

0

4

Locked

QAM256

15

489.0

3.4

44.5

0

0

5

Locked

QAM256

16

495.0

3.2

44.6

0

0

6

Locked

QAM256

17

501.0

3.2

44.6

0

0

7

Locked

QAM256

18

507.0

3.0

44.5

0

0

8

Locked

QAM256

19

513.0

3.0

44.5

0

0

9

Locked

QAM256

20

519.0

2.9

44.5

0

0

10

Locked

QAM256

21

525.0

2.9

44.5

0

0

11

Locked

QAM256

22

531.0

2.8

44.3

0

0

12

Locked

QAM256

23

537.0

2.6

44.2

0

0

13

Locked

QAM256

24

543.0

2.5

44.2

0

0

14

Locked

QAM256

25

549.0

2.4

44.1

0

0

15

Locked

QAM256

26

555.0

2.3

44.1

0

0

16

Locked

QAM256

27

561.0

2.4

44.0

0

0

17

Locked

QAM256

28

567.0

2.5

44.0

0

0

18

Locked

QAM256

29

573.0

2.4

44.1

0

0

19

Locked

QAM256

30

579.0

2.5

44.1

0

0

20

Locked

QAM256

31

585.0

2.5

44.0

0

0

21

Locked

QAM256

32

591.0

2.4

43.9

0

0

22

Locked

QAM256

33

597.0

2.6

43.9

0

0

23

Locked

QAM256

34

603.0

2.2

43.8

0

0

24

Locked

QAM256

35

609.0

2.4

43.9

0

0

25

Locked

QAM256

37

621.0

2.6

43.7

0

0

26

Locked

QAM256

38

627.0

2.8

43.9

0

0

27

Locked

QAM256

39

633.0

2.7

43.8

0

0

28

Locked

QAM256

40

639.0

2.9

43.8

0

0

29

Locked

QAM256

41

645.0

2.9

43.9

0

0

30

Locked

QAM256

42

651.0

3.0

43.9

0

0

31

Locked

QAM256

43

657.0

3.2

44.0

0

0

32

Locked

QAM256

44

663.0

3.3

43.7

0

0

33

Locked

OFDM PLC

193

690.0

3.4

43.3

150868260

0

34

Locked

OFDM PLC

194

957.0

-3.7

41.5

202986402

0

\

Channel

Lock Status

Channel Type

Channel ID

Symb. Rate (Ksym/sec)

Freq. (MHz)

Pwr (dBmV)

1

Locked

SC-QAM

1

5120

16.4

41.5

2

Locked

SC-QAM

2

5120

22.8

42.0

3

Locked

SC-QAM

3

5120

29.2

42.8

4

Locked

SC-QAM

4

5120

35.6

43.0

Time

Priority

Description

01:57:18

Sun Sep 8 2024

Critical (3)

UCD invalid or channel unusable;CM-MAC=[redacted];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

CMSTATUS:US_Diplexer_Mode_Change:Fixed Initial, 5-42MHz.

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[redacted];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.

Time Not Established

Critical (3)

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.

Time Not Established

Critical (3)

CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-85MHz.

Time Not Established

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Time Not Established

Critical (3)

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

Time Not Established

Critical (3)

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

18:04:38

Mon Sep 9 2024

Critical (3)

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

18:04:39

Mon Sep 9 2024

Critical (3)

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.

18:04:39

Mon Sep 9 2024

Critical (3)

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.

18:04:39

Mon Sep 9 2024

Critical (3)

CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 85MHz.

18:04:41

Mon Sep 9 2024

Critical (3)

UCD invalid or channel unusable;CM-MAC=[redacted];CMTS-MAC=00:90:f0:2e:06:00;CM-QOS=1.1;CM-VER=3.1;

18:04:43

Mon Sep 9 2024

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

18:04:52

Mon Sep 9 2024

Critical (3)

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

18:04:52

Mon Sep 9 2024

Critical (3)

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

18:04:52

Mon Sep 9 2024

Critical (3)

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

18:04:57

Mon Sep 9 2024

Notice (6)

DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[redacted];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

18:04:59

Mon Sep 9 2024

Notice (6)

DS profile assignment change. DS Chan ID: 33; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[redacted];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

18:05:06

Mon Sep 9 2024

Critical (3)

UCD invalid or channel unusable;CM-MAC=[redacted];CMTS-MAC=00:90:f0:2e:06:00;CM-QOS=1.1;CM-VER=3.1;

1 Message

2 months ago

Same here. This has been an ongoing issue at our home as well.  I have not been capturing logs but might if asked.  My hardware configuration is similar to yours. Eero wifi with Motorola MB8611 Docsis 3.1 modem.

6 Messages

I haven't seen a fix for these issues in the forums, but a Comcast rep seems to join a bunch of the threads to escalate a service issue to someone who can actually help. You may want to create a thread of your own. Good luck! I will have to switch service providers if Comcast can't ensure a reliable connection for me.

New Poster

 • 

2 Messages

2 months ago

Xfinity-approved cable modem. Tight cable connections. No sign of modem or connection problems. This is a recent up/down record:

09/11/2024 8:48:53 AM Online 5:14:27
09/11/2024 8:48:52 AM No Internet connection 0:00:01
09/11/2024 8:46:37 AM Online 0:02:15
09/11/2024 8:46:28 AM No Internet connection 0:00:09
09/11/2024 8:45:39 AM Online 0:00:49
09/11/2024 8:45:34 AM No Internet connection 0:00:05
09/11/2024 8:20:33 AM Online 0:25:01
09/11/2024 8:20:31 AM No Internet connection 0:00:02
09/11/2024 7:44:11 AM Online 0:36:20
09/11/2024 7:44:07 AM No Internet connection 0:00:04
09/11/2024 7:37:40 AM Online 0:06:27
09/11/2024 7:37:34 AM No Internet connection 0:00:06
09/11/2024 6:49:54 AM Online 0:47:40
09/11/2024 6:49:46 AM No Internet connection 0:00:08
09/11/2024 6:46:04 AM Online 0:03:42
09/11/2024 6:46:04 AM No Internet connection 0
09/11/2024 6:45:38 AM Online 0:00:26
09/11/2024 6:45:34 AM No Internet connection 0:00:04
09/11/2024 6:45:15 AM Online 0:00:19
09/11/2024 6:45:13 AM No Internet connection 0:00:02
09/11/2024 6:45:04 AM Online 0:00:09
09/11/2024 6:45:04 AM No Internet connection 0
09/11/2024 5:50:52 AM Online 0:54:12
09/11/2024 5:50:46 AM No Internet connection 0:00:06
09/11/2024 5:50:13 AM Online 0:00:33
09/11/2024 5:50:04 AM No Internet connection 0:00:09
09/11/2024 5:20:42 AM Online 0:29:22
09/11/2024 5:20:37 AM No Internet connection 0:00:05
09/11/2024 3:14:40 AM Online 2:05:57
09/11/2024 3:14:40 AM No Internet connection 0
09/11/2024 3:00:08 AM Online 0:14:32

Anybody know how to get Xfinity to pay attention to this possible problem?

6 Messages

I am hoping someone from Xfinity will jump on this thread and help with my issues. Your up/down record is very nice, and I suspect mine would be similar. How did you generate it? I got the connection info and event logs in my initial post by logging into my cable modem.

Official Employee

 • 

1.4K Messages

 

FenrisUlf, Thank you for reaching out to Xfinity Support. I would be happy to take a look at your account and see what is going on. We can then report back here to help out the community.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• 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

Let me know if you have any questions.

 

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

Official Employee

 • 

621 Messages

2 months ago

Hey there, @user_zjv1u6. Our team can definitely understand how stressful and irritating it is to have issues with your internet connection. We all work from home on this end of the screen so we can completely relate to how it causes you to make arrangements that you didn't expect. It appears some channels on the signal are having a tough time. We can dig into that signal a bit more from our end and provide some insight and resolution.

Please note that sending unsolicited peer to peer direct messages to myself or any other user is a direct violation of our forum guidelines. Now that you've created a Public post requesting assistance, a Comcast verified employee may respond and ask for a direct message to be sent, you can then proceed with doing so. This is a heads up for future reference and the rest of the community. I look forward to further assisting you and will continue the interaction in the DM you've already sent. 

6 Messages

Thanks! I responded to your DM.

Expert

 • 

106.9K Messages

2 months ago

@user_zjv1u6 @XfinityBradM 

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.

6 Messages

Absolutely! I will definitely share any resolution. So far, they have asked me to verify my account in the DMs, so they can proceed with trying to offer assistance.

Expert

 • 

106.9K Messages

2 months ago

@user_zjv1u6 

Thank you !

6 Messages

2 months ago

A tech just came out, and (hopefully) fixed my problem. A previous tech had installed an attenuator (it looked like this: https://www.fairviewmicrowave.com/1db-fixed-attenuator-sma-male-sma-female-2-watts-fmat7608-1-p.aspx) where the coax line plugged into my modem. Today's tech said Comcast stopped installing them about 6 months ago and that they can especially interfere with the OFDM channels (note all the corrected errors there in the table in my first post). My modem diagnostics now show power levels equivalent to the readings the tech got from the pole today. I can't yet confirm that long term reliability will improve, but I will post again if issues continue.

Expert

 • 

106.9K Messages

2 months ago

Thanks for the update ! Fingers crossed !

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