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user_828f6d
1st Topic
1st Reply

Visitor

 • 

6 Messages

Monday, April 18th, 2022 10:48 PM

Closed

Internet Drops multiple times a day - XB7 - switched out modem, no joy

Last week I switched out my XB7 modem for a replacement as the fan I believe had died and the thing was running really hot. Prior to the swap out the internet would drop at least once a day (or slow to less than 1mb down, rendering it useless) and a restart would fix it.

After swapping out the modem, it was good for a day and the issue returned again, at least once a day I have to restart it in order to get it functional. Super annoying.

Downstream
Channel Bonding Value
Index
20
17
18
19
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
0
48
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
Frequency
501000000
483000000
489000000
495000000
507000000
513000000
519000000
525000000
531000000
537000000
543000000
549000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
603000000
609000000
615000000
621000000
627000000
633000000
639000000
645000000
651000000
657000000
663000000
852800000
SNR
33.834164
34.483570
34.483570
34.345688
34.345688
34.345688
34.483570
34.345688
34.483570
33.956509
34.483570
34.483570
34.925610
34.483570
34.345688
34.345688
34.925610
34.925610
34.925610
34.483570
33.834164
33.834164
33.956509
33.956509
33.062504
34.082401
34.345688
34.483570
34.345688
34.345688
34.483570
33.53 dB
Power Level
-3.900002
-4.099998
-4.299999
-4.099998
-4.700001
-4.500000
-4.700001
-4.599998
-4.599998
-5.400002
-5.000000
-5.400002
-5.200001
-5.200001
-5.900002
-5.700001
-5.799999
-5.599998
-5.700001
-6.500000
-7.299999
-7.500000
-6.900002
-6.900002
-7.200001
-7.000000
-7.000000
-6.700001
-7.299999
-7.099998
-7.200001
-11.099998 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
OFDM

 

Question

 • 

Updated 

3 years ago

1.4K

6

0

user_828f6d

Visitor

 • 

6 Messages

3 years ago

Upstream
Channel Bonding Value
Index
1
2
3
4
5
6
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
16400000
40400000
35600000
29200000
22800000
10400000
Symbol Rate
5120 KSym/sec
2560 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
2560 KSym/sec
Power Level
44.020599
46.010300
46.020599
45.270599
44.520599
43.010300
Modulation
32QAM
64QAM
64QAM
64QAM
64QAM
8QAM
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA

CM Error Codewords
Unerrored Codewords
15057
14919
14787
14646
14532
14382
14237
14121
13988
13858
13700
13568
13433
13293
13179
13016
12875
12761
12629
12494
12354
12224
12094
11952
11837
11707
11569
11454
11324
11194
11055
559030611
Correctable Codewords
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
3735936685
Uncorrectable Codewords
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
3735936685

0

0

user_828f6d

Visitor

 • 

6 Messages

3 years ago

Event Logs

All logs from Yesterday
[Wifi][3136]: WiFi radio Radio1 is set to UP 2022/4/18 14:22:30 Notice
[Wifi][3136]: WiFi radio Radio0 is set to UP 2022/4/18 14:21:39 Notice
DHCPv6[12355]: 72001002-DHCPv6 Provision - Completed 2022/4/18 05:20:05 Informational
DHCPv6[12355]: 72001011-DHCPv6 - Missing Required Option 82 2022/4/18 05:20:03 Critical
DHCPv6[12355]: 72001011-DHCPv6 - Missing Required Option 24 2022/4/18 05:20:03 Critical
DHCPv6[12355]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Mon Apr 18 13:20:02 2022 2022/4/18 05:20:03 Critical
DHCPv6[12355]: 72001011-DHCPv6 - Missing Required Option 82 2022/4/18 05:20:02 Critical
DHCPv6[12355]: 72001011-DHCPv6 - Missing Required Option 24 2022/4/18 05:20:02 Critical
DHCPv4[10560]: 72001001-DHCPv4 Provision - Completed 2022/4/18 05:19:55 Informational
eRouterEvents[10527]: 72003004-eRouter enabled as Dual Stack 2022/4/18 05:19:48 Informational
[Harvester][3136]: Harvester StartRadioTrafficHarvesting Starting Thread to start RadioTraffic Data Harvesting 2022/4/18 05:19:31 Notice
[Harvester][3136]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 2022/4/18 05:19:31 Notice
DHCPv6[12255]: 72001011-DHCPv6 - Missing Required Option 82 2022/4/17 11:21:54 Critical
DHCPv6[12255]: 72001011-DHCPv6 - Missing Required Option 24 2022/4/17 11:21:54 Critical
DHCPv6[12255]: 72001011-DHCPv6 - Missing Required Option 82 2022/4/17 11:21:43 Critical
DHCPv6[12255]: 72001009-DHCPv6 - No Advertise or Reply Received 1 times 2022/4/17 11:21:43 Critical

0

0

EG

Expert

 • 

109.2K Messages

3 years ago

The downstream power is low / weak  and it may be intermittently fluctuating even lower to being out of spec. And the SNR's are too low / out of spec. 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 there 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 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, 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, 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 !

(edited)

0

0

user_828f6d

Visitor

 • 

6 Messages

3 years ago

Pic of the splitter outside that connects to the modem. Top right connects to the modem, middle to to a TV and the last (bottom) to nothing any more (I disconnected it)

Will check the cables and see if spot anything.. thanks for the info thus far...

1

0

mistergsf

Contributor

 • 

66 Messages

@user_828f6d​ FWIW, after upgrading my XB6 to XB7 in February, I've had nothing but ongoing internet connectivity issues.  February was OK but then starting in March, my internet connection would drop consistently throughout the day and evening.  I have bridge mode enabled cause I use my own wifi router and mesh network equipment.

When I would lose connection, looking at the status light on the unit and using the My Account app, I would see that it was operating normally and my Amplifi Alien router app would also tell me "Everything is great" in the status area; WAN link was good and I had a valid IP, Gateway, and DNS addresses. The dropout would last about two minutes and then everything would be working again.  On several occasions, the connection would not return until I power cycled the XB7.

This happened throughout the rest of March until I got fed up and requested a replacement.  I received the replacement on April 8 and installed/activated it immediately.  Connection issues appeared to be fixed until today when it happened again and I had to power cycle the modem to get our connection back.

Keeping my fingers crossed this was a one-off but I will be monitoring it and keeping a log.  The first XB7 was manufactured by Technicolor and the replacement is from Arris.

Just for the heck of it, I'm going to check our cable connection in the garage and make sure there are no corrosion issues or loose connections that may also be affecting performance.  I am having no issues at all with TV.

3 years ago

0

EG

Expert

 • 

109.2K Messages

3 years ago

If there is nothing 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 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.



0

Jlavaseur

Problem Solver

 • 

948 Messages

3 years ago

so that picture of the splitter shows, the modem tap is -3.5 db out, where the other 2 taps show -7 db out, i think i might switch the modem to one of the other taps, just to see if it actually makes a difference, probably need @eg  expertise here

8

EG

Expert

 • 

109.2K Messages

@jlavaseur​ 

If that splitter is not malfunctioning, doing so would only add even more attenuation and make things even worse.

@user_828f6d 

That splitter looks ratty ! You could try to swap it for a new one, but those coax fittings may also need to be re-done. Or you could just let a tech determine what is needed as stated.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

3 years ago

Jlavaseur

Problem Solver

 • 

948 Messages

@EG​ thanks, i know relatively little about splitters, i just noticed the difference and thought i would chime in

3 years ago

user_828f6d

Visitor

 • 

6 Messages

Thanks all... appreciate it..

3 years ago

0

EG

Expert

 • 

109.2K Messages

@jlavaseur​ 

7 dB is twice as much attenuation than 3.5 dB is. Their power levels are already weak. Their modem is already on the correct splitter port.

(edited)

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

3 years ago

XfinityJaxie

Official Employee

 • 

292 Messages

Hello, @user_828f6d, thank you so much for bringing this to our attention. @EG, is 100% correct it definitely seems like a technician would be beneficial here. To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

 

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

 

Please let me know if you have any questions or run into any problems. 

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

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