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Wednesday, August 28th, 2024 4:28 PM

Closed

Internet cuts out

My internet cuts out multiple times a day. Seems to be more frequent in the evening/night time. It makes it extremely frustrating to try to stream a show or movie or play any online games. Service will cut out 2-4 times an hour and interrupt anything I'm doing. I have changed Xfinity modems as a result of upgrading or downgrading my internet speeds and the problem has persisted through each modem for the past 2 years.

Here are the upstream and downstream that I could find:

Downstream
Channel Bonding Value
Channel ID
12
4
20
28
1
2
3
5
6
7
8
9
10
11
13
14
15
16
17
18
19
21
22
23
24
25
26
27
29
30
31
32
0
0
193
194
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
Locked
Frequency
465000000
417000000
513000000
561000000
399000000
405000000
411000000
423000000
429000000
435000000
441000000
447000000
453000000
459000000
471000000
477000000
483000000
489000000
495000000
501000000
507000000
519000000
525000000
531000000
537000000
543000000
549000000
555000000
567000000
573000000
579000000
585000000
724800000
959800000
SNR
40.366287
40.946209
40.946209
40.366287
40.946209
40.946209
40.946209
40.946209
40.946209
40.946209
40.946209
40.946209
40.946209
43.376591
40.946209
40.946209
40.366287
40.946209
40.366287
40.366287
40.946209
40.946209
40.946209
40.946209
40.946209
40.946209
40.946209
40.946209
40.946209
40.946209
40.946209
40.946209
41.87 dB
39.85 dB
Power Level
3.900002
3.700001
4.099998
3.799999
3.599998
3.599998
3.599998
3.700001
4.000000
3.799999
3.799999
4.000000
3.700001
3.799999
4.000000
4.099998
4.099998
4.099998
4.199997
4.300003
4.099998
3.900002
4.000000
3.900002
3.799999
3.700001
3.500000
3.700001
3.799999
3.900002
4.000000
4.000000
2.200001 dBmV
-0.599998 dBmV
Modulation
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
OFDM
OFDM
*Channel ID 12 is the Primary channel
Upstream
Channel Bonding Value
Channel ID
1
4
3
2
41
Lock Status
Locked
Locked
Locked
Locked
Locked
Frequency
16400000
35600000
29200000
22800000
39900000-84275000
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
0 KSym/sec
Power Level
49.020599
50.520599
49.770599
49.520599
60.682629
Modulation
64QAM
64QAM
64QAM
64QAM
OFDMA
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_OFDM

Please let me know if there is any more info I can provide.

Expert

 • 

107.2K Messages

3 months ago

The upstream power is too high and it may be intermittently fluctuating even higher to out-of-spec levels. It's already way out of spec on the OFDM channel # 41. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


Good luck with it !

5 Messages

Thank you, after just a quick cursory look I don't see any splitters between the line coming from the pole and where it comes through the wall to modem. There are a couple adapters connecting 3 lines in succession to get from the line coming from the pole to where it finally goes in to the house though. This weekend I will try to take those apart and check for corrosion and see what I find. Thanks for the reply! I'll post back here what I find.

Expert

 • 

107.2K Messages

3 months ago

@KashedHitz 

Please do. Good luck !

Official Employee

 • 

1.9K Messages

3 months ago

 

KashedHitz, Hi there! Thanks for taking the time to visit XFINITY on our forums page. I depend on my internet services to work daily so I understand the frustration that this has caused. I am sorry to hear about the frequent internet service interruptions. You've reached the right place. Our team of experts is dedicated to resolving internet service issues. We can help. Thanks for sharing those troubleshooting results. If you were to run an internet health test via the Xfinity app, what results would it pull for you?

 

5 Messages

I didn't see an option for an internet health test in the app. I ran the home network test and all it tells me is that my gateway is currently online and all my devices currently have strong wi-fi connections.

Official Employee

 • 

948 Messages

 

KashedHitz Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. 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

Expert

 • 

107.2K Messages

3 months ago

A possible problem has already been established and a course of action has been put into motion......

(edited)

5 Messages

3 months ago

Ok, I disconnected all the cables and didn't see any signs of corrosion. All the connectors have rubber covers to keep water and stuff out it seems. Everything is tight and there aren't any crazy bends. I took pictures just in case but it doesn't look like there's a way to upload them anyway. So as far as I can tell everything on the house side seems to be in good condition.

Expert

 • 

107.2K Messages

3 months ago

@KashedHitz 

If there is nothing more that can be done to improve the connection quality, then you'll need a tech visit as stated. 


Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it up to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.


Good luck !

5 Messages

3 months ago

Just wanted to give an update. After some more troubleshooting, it turns out that my Google wifi network mesh system appears to have been at fault. Those routers kept losing connection with each other where I thought the whole signal was getting lost. After switching everything on to the wifi directly from the Xfinity modem, I have not had any noticeable service interruptions.

I feel silly, such a simple thing I feel like I could have found that out much sooner.

Official Employee

 • 

911 Messages

Thank you so much for sharing the update with the Google Mesh system, @KashedHitz! You are not silly at all, and we are always happy to help in any way! Have a wonderful rest of your week! 

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

Expert

 • 

107.2K Messages

3 months ago

@XfinityAdrienne 

I reopened this topic so that I can comment, OK ???......

@KashedHitz 

No worries ! Glad you got it figured out ! Hope things hold up for you ! Take care !

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