Internet Keeps Goimg Out

It's happened 2 times in the span of 30 Minutes I've went through the xfinity assistant to try and solve the problem but it can't find anything wrong

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EG

Expert

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105.7K Messages

2 months ago

Is this with a WiFi connection ? If so, as a test, does a computer / device that is hardwired directly to the router / gateway device with an ethernet cable have the same problem ?

With this test, we are trying to isolate this down to being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both. It's a good first step in troubleshooting before proceeding any further.

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Damian52103

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13 Messages

It effects all my devices even my devices that are connected through an ethernet cable

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2 months ago

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EG

Expert

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105.7K Messages

2 months ago

OK, what do the modem's signal status values look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1

Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

What is the exact make and model number of the modem / gateway device ?

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Damian52103

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13 Messages

XB7 Model:CGM4331COM

Downstream	Channel Bonding Value
Channel ID	28	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	29	30	31	32	193	194
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	Locked	Locked
Frequency	537 MHz	375 MHz	381 MHz	387 MHz	393 MHz	399 MHz	405 MHz	411 MHz	417 MHz	423 MHz	429 MHz	435 MHz	441 MHz	447 MHz	453 MHz	459 MHz	465 MHz	471 MHz	477 MHz	483 MHz	489 MHz	495 MHz	501 MHz	507 MHz	513 MHz	519 MHz	525 MHz	531 MHz	543 MHz	549 MHz	555 MHz	561 MHz	722000000	957000000
SNR	43.3 dB	44.0 dB	44.0 dB	44.1 dB	44.1 dB	43.9 dB	43.9 dB	43.8 dB	43.8 dB	43.9 dB	43.7 dB	43.6 dB	43.8 dB	43.9 dB	43.8 dB	43.8 dB	43.8 dB	43.8 dB	43.8 dB	43.9 dB	43.8 dB	43.2 dB	44.0 dB	43.8 dB	43.3 dB	43.8 dB	43.8 dB	43.3 dB	43.7 dB	44.0 dB	43.9 dB	42.8 dB	42.9 dB	41.9 dB
Power Level	0.7 dBmV	-1.1 dBmV	-1.1 dBmV	-1.1 dBmV	-1.0 dBmV	-1.1 dBmV	-1.3 dBmV	-1.4 dBmV	-1.4 dBmV	-1.3 dBmV	-1.4 dBmV	-1.5 dBmV	-1.4 dBmV	-1.1 dBmV	-1.1 dBmV	-1.1 dBmV	-1.2 dBmV	-1.1 dBmV	-1.0 dBmV	-1.0 dBmV	0.9 dBmV	0.9 dBmV	0.8 dBmV	0.9 dBmV	0.7 dBmV	0.7 dBmV	0.7 dBmV	0.7 dBmV	0.5 dBmV	0.5 dBmV	0.6 dBmV	0.7 dBmV	0.7 dBmV	-1.6 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	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

*Channel ID 28 is the Primary channel

Upstream	Channel Bonding Value
Channel ID	1	2	3	4	41
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	16 MHz	22 MHz	29 MHz	35 MHz	36 MHz
Symbol Rate	5120	5120	5120	5120	0
Power Level	45.8 dBmV	46.0 dBmV	46.3 dBmV	46.5 dBmV	42.0 dBmV
Modulation	QAM	QAM	QAM	QAM	OFDMA
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	TDMA

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2 months ago

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EG

Expert

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105.7K Messages

2 months ago

OK so the signal status values looked good at that snapshot in time. Perhaps there is intermittent noise ingress leaking into the line(s) / an upstream channel / return path impairment somewhere.

There are other signal stat values that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and check those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

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Damian52103

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13 Messages

OK thank you very much

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2 months ago

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XfinityFrank

Official Employee

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903 Messages

Hi there, @Damian52103! We can check out your signal and logs to see what may be causing the intermittency you're experiencing. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address. Thanks!

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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2 months ago

EG

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105.7K Messages

2 months ago

My pleasure !

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Damian52103

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13 Messages

@EG I have been waiting for 3 days and nobody has contacted me yet

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2 months ago

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EG

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105.7K Messages

2 months ago

Sorry. I escalated it. It must have slipped through the cracks..... I'll re-escalate it now.

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Damian52103

Internet Keeps Goimg Out

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