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DirectedT3CH
1st Topic

3 Messages

Sunday, July 21st, 2024 4:19 PM

Closed

Internet drops out several times per day

Greetings,

This is getting extremely frustrating!  I don't get to spend much time at home but when I am home, my internet is no longer reliable.  This has been going on for months now.  At first I thought it might be my modem, so I replaced it.  Things seemed to be better for a few days, but then the drops started again.  I'm now on my 3rd modem (xfinity XB7). Although I'm not keen on this modem, at least it allows me to see a common occurence when my internet drops.  If I go to the Gateway>Connection > Xfinity Network page, I can see that when the internet drops I'm losing the "Locked" status on one or more of the four upstream channels.  When in this state I lose internet on all wired and wirless devices.  I've had a tech come out and they havent' been able to identify any problems.  My line runs from the powerlines, down a telephone pole to a coupler, which connects to an orange cable that runs underground to the side of my house.  That orange cable runs up into a box where it is again coupled (and grounded) to the cable that runs into my house directly to the cable modem (no other couplers, wall plates, etc).  The tech checked the signal strength at all the points and didn't find any issues but again, my problem is intermittent. The cable that comes down from the telephone pole is who knows how old... and I suspect it could be part of the issue. I'm at my wits end with all these drops!  It can happen once a day or 3-4 times an hour.  Attached are a few screen shots of what I'm seeing on the current modem status page.

 

Question

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Updated 

3 months ago

 • Edited

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Accepted Solution

XfinityBradM

Official Employee

 • 

618 Messages

3 months ago

Thank you for working with our team to set up an appointment for a service technician to go out and replace the drop line connected to the pole feeding signal to your home. Don't hesitate to search through or create your own post if you're experiencing issues in the future! 

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XfinityDena

Official Employee

 • 

2.4K Messages

3 months ago

@DirectedT3CH I am sorry to hear of your service issues. I want to make sure we are respecting your time and not repeat the steps you have taken previously. What additional troubleshooting steps have you taken? 

 

I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!

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DirectedT3CH

3 Messages

I've taken a look at all of the troubleshooting steps and I've tried everything that applies to me.  Every connection from the cable coming off of the pole, to the back of the modem were checked by the technician.  He even replaced the one cable that came from junction (ground block) on the outside of the house that runs into the modem.  He bypased the wall plate (ran the cable straight through the plate) and put on the connector that screws into the modem.  There couldn't be any less connection on this setup unless there was a single cable from the cable box up on the power/phone lines straight to the modem.  Right now there are only the junction from the old white cable that runs down the pole to the orange underground cable and the ground/junction block before the cable goes into the house and straight to the modem.

3 months ago

0

EG

Expert

 • 

106.9K Messages

3 months ago

@DirectedT3CH 

The upstream power is on the high side 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 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 !

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DirectedT3CH

3 Messages

I've taken a look at all of the troubleshooting steps and I've tried everything that applies to me.  Every connection from the cable coming off of the pole, to the back of the modem were checked by the technician.  He even replaced the one cable that came from junction (ground block) on the outside of the house that runs into the modem.  He bypased the wall plate (ran the cable straight through the plate) and put on the connector that screws into the modem.  There couldn't be any less connection on this setup unless there was a single cable from the cable box up on the power/phone lines straight to the modem.  Right now there are only the junction from the old white cable that runs down the pole to the orange underground cable and the ground/junction block before the cable goes into the house and straight to the modem.  The modem is the only item on the cable line.  I don't have any splitters.  The tech already did all of the inspections/replacements you mention above (at the cost of a $100 service call).

3 months ago

0

XfinityGabby

Official Employee

 • 

1.5K Messages

Thanks for the detailed information, @DirectedT3CH. I'd like to take a closer look at the issue you're experiencing, please send a DM with your full name and address to further assist.

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.
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3 months ago

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