U

Friday, October 4th, 2024 7:54 PM

Internet dropping from all devices for a few seconds, multiple times per day

See title, occurs randomly throughout the day to all devices and has been happening for the last two or three weeks. Connection drops from all of our devices for a few seconds before returning. We are using only the xFi XB8 Gateway hardware, I have restarted both the gateway and our devices and have checked the gateway's coax connections.

Downstream
Channel Bonding Value
Channel ID
20
13
14
15
16
17
18
19
21
22
23
24
25
26
27
28
29
30
0
0
0
0
0
0
0
0
0
0
0
0
0
0
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
Frequency
507 MHz
465 MHz
471 MHz
477 MHz
483 MHz
489 MHz
495 MHz
501 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
722000000
957000000
SNR
44.2 dB
44.2 dB
44.2 dB
44.2 dB
44.2 dB
44.1 dB
44.1 dB
44.1 dB
44.1 dB
44.1 dB
44.1 dB
43.9 dB
43.9 dB
43.9 dB
43.7 dB
43.7 dB
43.6 dB
43.5 dB
42.7 dB
40.9 dB
Power Level
2.1 dBmV
2.5 dBmV
2.2 dBmV
2.0 dBmV
1.9 dBmV
1.9 dBmV
2.0 dBmV
2.1 dBmV
1.9 dBmV
1.7 dBmV
1.7 dBmV
1.6 dBmV
1.6 dBmV
1.7 dBmV
1.5 dBmV
1.4 dBmV
1.3 dBmV
1.3 dBmV
0.6 dBmV
-4.0 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
OFDM
OFDM

Upstream
Channel Bonding Value
Channel ID
17
18
19
20
0
Lock Status
Locked
Locked
Locked
Locked
Frequency
16 MHz
22 MHz
29 MHz
35 MHz
Symbol Rate
5120
5120
5120
5120
Power Level
41.3 dBmV
42.0 dBmV
43.0 dBmV
43.3 dBmV
Modulation
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA

Contributor

 • 

23 Messages

1 month ago

Welcome to the club. They'll try to replace your modem and/or install a splitter. This isn't the issue. It's a network issue. Push back. I hope they're able to fix it for you--there are a lot of us still dealing with this.

Official Employee

 • 

999 Messages

30 days ago

@user_2f7l1x, thank you for your post! I am sorry to hear that you are having continued issues with your internet service. I can't imagine how frustrating that has been. We are going help you get this fixed. Your signal levels look pretty good. Do you notice the color of the light on top of your XB8 change color when you lose connection?

3 Messages

@XfinityTony​ The light does not change when this happens. I watched it occur multiple times today and each time phones, a computer, an exercise machine, and all other devices lost connection throughout the entire house.

Official Employee

 • 

2.2K Messages

I apologize that has been happening and understand that can get frustrating quickly, user_2f7l1x. Let's get this figured out! Are you using devices all on WiFi or do you have any that are wired that also drop?

Have you made any changes to the modem placement or wall coax outlet?

Do you have any splitters on the coax line between the wall outlet and modem? 

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 Messages

All devices aside from one are wireless, but even the wired device loses connection. The modem and coax outlet are the same as they have been for the last year. There are no splitters on the coax line.

Official Employee

 • 

1.4K Messages

Hello @user_2f7l1x, thank you for taking the time to reach out on social media.  I understand your concern with the connection, and I'd be happy to check into this for you.

 

To access your account, will you please send us a direct message with your full name and complete service address.

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

 

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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