Internet Connectivity Dropouts with XB7

I've been having consistent dropouts since upgrading to the XB7. I use it strictly as a modem and it is in bridge mode. I've had Comcast service for almost 12 years at my home and have never had connectivity issues until now. I continue to do some troubleshooting while I wait for a replacement.

While troubleshooting my gateway, I noticed that the LAN Ethernet Port 1 Connection Speed only shows 1000 mpbs when I should have 1200. Also, I have not noticed any increase in speed when testing with Xfinity Speed Test. The current measurements all fall within the same speed range that I've always had before upgrading to 1200.

Has anyone else experienced this issue after upgrading from XB6 to XB7?

Responses

EG

Expert

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110K Messages

3 years ago

That port is only 1 gig capable. You would need to use the port with the red line next to it (2.5 gig) to get the full speeds, but I'm not sure if that port is active when the device is in bridge mode.

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mistergsf

Contributor

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66 Messages

@EG I'm seeing multiple conflicting answers online about the port with the red line. I'll have to research further.

But anyway, its a moot point for me because I just realized my Amplifi Alien's internet WAN port is only 1 G max. I bought it almost 3 years ago when gig speed was just becoming popular. Shows you how fast technology advances.

Not complaining though because the gig speed I'm getting at home is more than acceptable and better than what most people have.

So now, back to troubleshooting the XB7. I was expecting to have the replacement today but Comcast just confirmed that the replacement wasn't properly ordered and completed by the tech on their end. So, another week before I get it.

The intermittent drops in connectivity are still happening. There is no clear pattern on when and how often it happens. What's clear is that when it does happen, it lasts for about 1-2 minutes before it comes back. During the time I have no internet connection, the light stays solid white and the Xfinity app can connect to it. But if I go to the Xfinity website, it tells me it can't connect to my device and to restart my modem.

Life was so much easier with the XB6. No problems ever.

3 years ago

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CCAbbie

Problem Solver

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1.4K Messages

@mistergsf Sorry to hear the modem wasn't ordered and that you are experiencing so many intermittent issues.

Does it seem like the modem fully resets when you experience the intermittent connection issues?

I no longer work for Comcast.

3 years ago

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mistergsf

Contributor

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66 Messages

@XfinityAbbie I'm not quite sure what you mean by "fully resets". Can you clarify?

Update: Just a few minutes ago, I experienced another dropout and had no internet connectivity for more than 3 minutes. It never came back after waiting roughly 5 minutes. The only solution was to power cycle the modem and then I was connected to the internet again. Having to restart/power cycle the modem has only happened 3 times before. Most of the time, connectivity returns in 1-2 minutes.

3 years ago

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XfinityKassie

Official Employee

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1.7K Messages

@mistergsf Thank you for the update to rebooting your modem. I believe what we are trying to determine, is when you are losing connection is your modem rebooting similarly to when you do a power reboot? From what you are describing, it isn't. Looks like I may need to check on your replacement as well. So that I may pull up your order and check your signals, can you please Direct Message your name and service address?

To send a "Peer to peer" message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

I am an Official Xfinity Employee.
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3 years ago

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mistergsf

Contributor

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66 Messages

@XfinityKassie You are correct. When I lose internet connection, all indications show that my XB7 is functioning normally. It is not "rebooting" on its own causing the disconnect. If it were, my connection wouldn't return in 1-2 minutes. Power cycling/restarting the XB7 takes at least 5-7 minutes before all is back to normal.

The XB7 is exactly where I've had my modems for the past 11 years. It's on the floor in my back room office with plenty of ventilation and located close to the cable outlet. I've never worried about having it on the floor since it is in bridge mode and functioning as a modem only.

Regarding bridge mode, I am seeing a lot of connectivity issues with the XB7 in bridge mode. Has Comcast investigated this? I've always used my own wifi router and all my Comcast devices had bridge mode enabled. Never any issues up until XB6. I'm regretting being upgraded. I was perfectly happy with my gig speed XB6.

I just sent you a DM.

(edited)

3 years ago

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U

user_86b157

Visitor

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3 Messages

3 years ago

Yes. My internet services drops several times a day. It seems to become unstable when I'm running virtual meetings on Zoom or MS Teams. I have to kill my video, and it still drops.

I recently had a third party speed test done for a business voip phone services, and my speeds barely reach 12 MBPS. out of 6 test my speeds average speeds were less around 6mbps. awful! The Xfinity speed test tool is not reporting accurate speeds.

Is this a violation of the comcast service agreement?

(edited)

0

U

user_99f6d7

Visitor

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1 Message

3 years ago

I am having the same problem. I pay you too much money every month to be having any problems.

2

U

user_7cb35f

Visitor

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2 Messages

3 years ago

I have also had this problem. My internet drops 10 times a day some days. today, I have had 3 drops already ant its only 1030AM in the morning. Using xb7 modem. I have reset my gateway a few times a day, yet I still have the issues. Been having these problems for some time now, but recently after a major outage about 10 days ago. (something about a cable run under ground was hit) I have been experiencing this more that ever before. I pay close to 300.00 a month for this service and I have to deal with this? I have talked to many support people (half of them I cant understand because they are from india. 2 times tech was supposed to show, never showed. Another time, tech got here 2 hours late, and I was no longer available. This has got to be resolved. Im trying to schedule another tech to come out, but have to go through the same old troubleshooting (waste of time) and jumping through hoops. PLEASE HELP!

1

CCAshley1

Official Employee

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746 Messages

Hi, thank you for reaching out to Xfinity Forums. I understand you have been having internet issues. We would love to take a deeper look and provide a resolution. Please send us a private message with your name and address.

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.

I no longer work for Comcast.

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

3 years ago

0

Your Home Network

mistergsf

Internet Connectivity Dropouts with XB7

EG

mistergsf

CCAbbie

mistergsf

XfinityKassie

mistergsf

user_86b157

user_99f6d7

user_7cb35f

CCAshley1

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