U

Visitor

 • 

10 Messages

Fri, Jun 18, 2021 2:03 AM

Internet drops out several times a day

Hello,

I've been having problems for the past few weeks where my internet seems to drop out for a minute or 2 then comes back on several times a day. Sometimes it happens so frequently the internet is unusable.

I've called tech support a few times and they say everything looks fine on their end, and a tech came out and checked my Xb6 modem and said it tested bad and replaced it with a XB7, but it still didn't fix the problem. A tech is scheduled to come out again on Monday the 21st.

I would post a screenshot of my Upstream/Downstream info but I'm not sure how to do that.

please advise.

thanks

Responses

Official Employee

 • 

272 Messages

1 m ago

Hello, @user_4ef31e, thank you for reaching out to our forum for help with your intermittent connection issue. I totally get where you're coming from, that would be pretty frustrating to deal with for any length of time but I have your back. These days with us all being home more often that connection is crucial for work and entertainment. Since you already have a tech visit that will be the best bet to determine a fix. But I'd like to review your account and see if we might be able to run some more targeted steps together. In order to get started can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

EG

Expert

 • 

88K Messages

1 m ago

@user_4ef31e wrote: "

I would post a screenshot of my Upstream/Downstream info but I'm not sure how to do that.

please advise."

Copy all of the text on the signal status page and then paste it in the body of your next post here.

Visitor

 • 

10 Messages

1 m ago

Downstream
Channel Bonding Value
Index
5
2
3
4
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
32
33
37
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
507 MHz
483 MHz
489 MHz
495 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
627 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
690000000
SNR
39.3 dB
39.3 dB
39.2 dB
39.2 dB
39.4 dB
39.5 dB
39.4 dB
39.5 dB
39.3 dB
39.4 dB
39.5 dB
39.4 dB
39.4 dB
39.4 dB
39.6 dB
39.6 dB
39.5 dB
39.5 dB
39.3 dB
39.4 dB
39.4 dB
39.3 dB
39.4 dB
39.4 dB
39.3 dB
39.2 dB
39.4 dB
39.3 dB
39.4 dB
39.3 dB
39.3 dB
NA
Power Level
2.4 dBmV
2.1 dBmV
2.4 dBmV
2.4 dBmV
2.3 dBmV
2.4 dBmV
2.2 dBmV
2.2 dBmV
2.2 dBmV
2.3 dBmV
2.4 dBmV
2.2 dBmV
2.3 dBmV
2.3 dBmV
2.3 dBmV
2.3 dBmV
2.4 dBmV
2.3 dBmV
2.3 dBmV
2.1 dBmV
2.0 dBmV
1.9 dBmV
2.0 dBmV
1.9 dBmV
1.9 dBmV
1.9 dBmV
2.0 dBmV
1.9 dBmV
2.0 dBmV
2.1 dBmV
2.1 dBmV
NA
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
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
Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Locked
Frequency
35 MHz
29 MHz
22 MHz
16 MHz
Symbol Rate
5120
5120
5120
5120
Power Level
51.0 dBmV
51.0 dBmV
51.0 dBmV
51.0 dBmV
Modulation
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
CM Error Codewords
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
Unerrored Codewords
1460918547
1702847094
1702857349
1702859018
1702878279
1702886596
1702894429
1702901046
1702918998
1702929024
1702937118
1702946968
1702954058
1702962432
1702970862
1702979541
1703015072
1703022575
1703030890
1703036496
1703044532
1703057085
1703063052
1703074123
1703081196
1703090588
1703096394
1703105156
1703115378
1703121059
1703126833
1460918547
Correctable Codewords
1181173809
44432
42867
45154
40288
39873
39860
39226
38578
36556
37005
35960
35702
36189
34373
33370
32723
32971
32349
30869
31382
29928
29648
28663
28498
28204
28040
27041
26485
26366
24951
1181173809
Uncorrectable Codewords
1123
49538
48312
50159
45304

Visitor

 • 

10 Messages

1 m ago

thanks EG

I didnt copy the CM Error Codewords table properly..second try

CM Error Codewords
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
Unerrored Codewords
1460918547
1702847094
1702857349
1702859018
1702878279
1702886596
1702894429
1702901046
1702918998
1702929024
1702937118
1702946968
1702954058
1702962432
1702970862
1702979541
1703015072
1703022575
1703030890
1703036496
1703044532
1703057085
1703063052
1703074123
1703081196
1703090588
1703096394
1703105156
1703115378
1703121059
1703126833
1460918547
Correctable Codewords
1181173809
44432
42867
45154
40288
39873
39860
39226
38578
36556
37005
35960
35702
36189
34373
33370
32723
32971
32349
30869
31382
29928
29648
28663
28498
28204
28040
27041
26485
26366
24951
1181173809
Uncorrectable Codewords
1123
49538
48312
50159
45304
44692
44752
44255
45052
43272
44090
41171
42652
42463
42458
41640
41201
41079
39725
39367
40225
38984
38915
36472
38275
37023
37001
36079
35561
34977
32944
1123
EG

Expert

 • 

88K Messages

1 m ago

The upstream power is too high and it may be intermittently fluctuating even higher to out of spec levels. 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.

Official Employee

 • 

227 Messages

1 m ago

I am going off reports generated by our team on June 18, 2021. We have techs working to get this fixed. I honestly don't have an estimated end time right now or else I would give it to you without hesitation. However, we can monitor the situation on our end until we have more information regarding the work or the end time. You don't have to do anything on your end. We'll follow up here periodically until everything is resolved. I know this doesn't give you much data now, but I'll work to give you more info as we get more updates.

This comment was created from this reply

Visitor

 • 

10 Messages

1 m ago

My internet trouble seems to be fixed. Tech said there was a issue 2 poles down from my house.

My upstream power level is still around 50 but it hast spiked to 59 like it had been doing before.

Also my status now sows 0 uncorrectable codewords

Thanks everyone

EG

Expert

 • 

88K Messages

1 m ago

50 is still too high / marginal.... There's no wiggle rooom. It's still a problem just waiting to happen.... It will get worse with the heat of mid Summer. 45 is the sweet spot.

Again I will state here for those that will hear... hint hint....    Employees. *Perhaps we shouldn't celebrate quite yet*..........

(edited)

Visitor

 • 

10 Messages

1 m ago

Had a visit from a tech this morning (makes 3 times so far for the same problem). He ran new cable from the pole to the box on the side of my house, a new splitter inside that box, and a new cable to the modem. It did not change my upstream power level at all, maybe even made it worse. Before a couple channels were right at 50 and a couple at 48 now they are 50.3 and the rest 50.

I mentioned to the tech I had read 45 (thanks for that info EG) was the sweet spot and he said that that was not possible. He said it was 48 at the drop and when you factor in the run to the the house 50 was the best it could get.

I dunno about all that, but I just hope my connection stays stable for a while.

thanks

Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Locked
Frequency
35 MHz
29 MHz
22 MHz
16 MHz
Symbol Rate
5120
5120
5120
5120
Power Level
50.3 dBmV
50.0 dBmV
50.0 dBmV
50.0 dBmV
Modulation
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA

EG

Expert

 • 

88K Messages

1 m ago

@user_4ef31e wrote: He said it was 48 at the drop and when you factor in the run to the house 50 was the best it could get.

That may be so, so he should have escalated it to the line maintenance department techs. That's not an excuse for him to do nothing further if he couldn't get it any better.

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.


Good luck !

(edited)

Visitor

 • 

10 Messages

1 m ago

My problem is back.

My upstream power is 51 and fluctuates to 52-53 which is causing disconnects again. I have another tech visit scheduled for Friday the 6th.

This will be the 4th tech visit within a month for the same problem. It's starting to get frustrating, but what can ya do.

Is there a next level tech number I could call if this next visit doesn't fix the problem?

thanks

Visitor

 • 

10 Messages

22 d ago

I had the 4th tech visit today and he installed an amplifier and said that since all the wire and modem had been replaced that was all that could be done. He said he couldn't capture anything out of spec at the drop therefor a higher up tech would not come out to further investigate.

So at a upstream power of 48 I should be good..I'll keep my fingers crossed lol

thanks

Edit: within 30min of the tech leaving I have had 1 connection drop and upstream power spike to 54..also lots of Uncorrectable Codewords..I have a feeling the amplifier fix is a bust.

I'm a patient person, but this is getting ridiculous

(edited)

EG

Expert

 • 

88K Messages

22 d ago

The premises facing techs should have opened up a trouble ticket / referred the issue to the line maintenance dept.

Visitor

 • 

10 Messages

16 d ago

Had a 5th tech visit which had his supervisor with him. They couldn't get the problem fixed so the supervisor called the line maintenance people.

Line maintenance people came today and replaced the thing on the pole (think it's called the tap maybe?) and removed the amplifier that the previous tech had installed. Connection seems to be stable so far.

thanks

Downstream
Channel Bonding Value
Index
5
2
3
4
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
32
33
37
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
507 MHz
483 MHz
489 MHz
495 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
627 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
690000000
SNR
39.5 dB
39.5 dB
39.5 dB
39.4 dB
39.4 dB
39.8 dB
39.7 dB
39.6 dB
39.5 dB
39.5 dB
39.6 dB
39.5 dB
39.6 dB
39.4 dB
39.6 dB
39.6 dB
39.6 dB
39.5 dB
39.5 dB
39.5 dB
39.4 dB
39.4 dB
39.3 dB
39.4 dB
39.4 dB
39.4 dB
39.5 dB
39.4 dB
39.5 dB
39.4 dB
39.5 dB
NA
Power Level
4.1 dBmV
4.0 dBmV
4.1 dBmV
4.1 dBmV
4.0 dBmV
4.2 dBmV
4.1 dBmV
4.0 dBmV
3.9 dBmV
4.0 dBmV
4.1 dBmV
3.9 dBmV
3.9 dBmV
4.0 dBmV
3.9 dBmV
3.9 dBmV
3.9 dBmV
3.8 dBmV
3.8 dBmV
3.7 dBmV
3.5 dBmV
3.5 dBmV
3.5 dBmV
3.5 dBmV
3.5 dBmV
3.6 dBmV
3.9 dBmV
3.8 dBmV
3.9 dBmV
3.9 dBmV
4.0 dBmV
NA
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
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
Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Locked
Frequency
35 MHz
29 MHz
22 MHz
16 MHz
Symbol Rate
5120
5120
5120
5120
Power Level
49.8 dBmV
49.5 dBmV
49.5 dBmV
49.5 dBmV
Modulation
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
CM Error Codewords
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
Unerrored Codewords
468381108
1479025024
1479031256
1479036921
1479043293
1479050604
1479056916
1479063398
1479071246
1479077607
1479084360
1479091757
1479097798
1479103982
1479110731
1479118187
1479131880
1479138954
1479143179
1479149437
1479155835
1479162333
1479169072
1479175655
1479181632
1479188582
1479194830
1479201237
1479207723
1479211491
1479215061
468381108
Correctable Codewords
354484519
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
354484519
Uncorrectable Codewords
0
0
0
0
0

EG

Expert

 • 

88K Messages

16 d ago

Well, the upstream power is still marginal / high. It will be o/k if it remains to be rock stable.

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