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Sunday, March 9th, 2025 6:54 PM

Internet dropps 6-7 times a day

HI, My internet drops 6-7 times a day. The Chat bot is of no help as all it does is say restart the modem. However, it does say "I've found an issue with the signal to your home" But then it reverts to restart the Modem

7 Messages

1 month ago

Here is the Upstream

7 Messages

1 month ago

And here is downstream

Expert

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109.7K Messages

1 month ago

@user_f20c9e 

Your post with that pic of the error log entries was marked as being "Private" by the forum bot because it contains CM MAC and the CMTS MAC addresses. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. Please delete that pic only.

Expert

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109.7K Messages

1 month ago

@user_f20c9e 

The upstream power is too high / out of spec and it may be intermittently fluctuating even farther out of spec. The downstream power is on the weak / out of spec side as well. 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 !

7 Messages

Thanks. I will try these suggestions

Expert

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109.7K Messages

1 month ago

@user_f20c9e 

Please post back here about how things go.

7 Messages

1 month ago

At 10:37 today I directly wired the main coax line to the modem - No splitter. 

10:37:03
Mon Mar 10 2025
  Critical (3)

No Log Messages at all today until I rewired the Line back to the splitter.

Expert

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109.7K Messages

1 month ago

Need to see the signal values without the splitter in the line so that the before and after can be compared.

7 Messages

1 month ago

Here is the current speeds 

(edited)

7 Messages

1 month ago

And the downloads are here 

Expert

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109.7K Messages

1 month ago

Power levels are way out of spec. You may want to get a tech out to investigate this one. 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 !

Official Employee

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2.2K Messages

1 month ago

 

user_f20c9e, Hi there! Thanks for reaching out. I can understand the importance of having your internet services working correctly without those drops as a customer myself. I am sorry to learn about this experience. You've come to the right place. Our team of experts are dedicated to resolving internet service issues over social media. We can help. When you revert to the modem restart, do you proceed with the restart? If you were to also run an internet health test like in this link here via the Xfinity app, what results does it pull for you?

 

Expert

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109.7K Messages

1 month ago

@XfinityGabriel 

FWIW. The problem has already been clearly established and paths to a solution have been given....

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