S

Visitor

 • 

5 Messages

Sunday, January 8th, 2023 2:27 AM

Closed

Internet speeds dropping and wifi shutting off several times a day

So i just moved, after setting my internet up i noticed the wifi shut off, running a test in the app told me my speed was ~15% of my plan's speed. After restarting the gateway the speed picks right back up and the wifi turns back on. This has been happening several times a day since. The event log on 10.0.0.1 doesn't seep to record anything happening so i don't have much to go on.

Downstream
Channel Bonding Value
Index
41
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
42
43
44
0
159
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
Frequency
675000000
495000000
507000000
513000000
519000000
525000000
531000000
543000000
549000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
603000000
609000000
615000000
621000000
627000000
633000000
639000000
645000000
651000000
657000000
663000000
669000000
681000000
687000000
693000000
724800000
SNR
38.605377
38.605377
38.983261
38.983261
38.983261
38.983261
38.983261
38.983261
38.605377
38.983261
38.983261
38.983261
38.983261
38.605377
38.605377
38.983261
38.983261
38.983261
38.605377
38.605377
38.605377
38.605377
38.983261
38.983261
38.983261
38.983261
38.983261
38.605377
38.605377
38.605377
38.605377
38.605377
40.34 dB
Power Level
15.500000
12.199997
12.599998
12.500000
12.599998
12.500000
12.900002
13.099998
13.199997
12.800003
13.500000
13.099998
13.800003
13.400002
13.699997
14.300003
13.800003
15.000000
14.699997
15.300003
14.900002
15.500000
16.099998
15.099998
16.099998
15.300003
15.900002
15.800003
15.500000
14.199997
14.900002
13.800003
14.699997 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
QAM256
OFDM
Upstream
Channel Bonding Value
Index
1
2
3
4
5
6
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
29200000
40400000
35600000
22800000
16400000
10400000
Symbol Rate
5120 KSym/sec
2560 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
2560 KSym/sec
Power Level
43.270599
44.010300
43.020599
42.520599
42.520599
43.510300
Modulation
64QAM
64QAM
64QAM
64QAM
64QAM
16QAM
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
12933
12801
12554
12429
12260
12106
11981
11808
11653
11528
11382
11218
11095
10962
10780
10657
10525
10361
10234
10106
9969
9822
9695
9524
9379
9251
9107
8960
8844
8722
8564
8446
47
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
0
0
Uncorrectable Codewords
0
0
0
0
0

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Accepted Solution

Visitor

 • 

5 Messages

2 years ago

The issue i was experiencing was caused by a bad modem. Seems the modem would slowly heat up over time and seems like it partially shut down because of it. Having swapped it out i haven't had any issues for a full day!

Official Employee

 • 

1.4K Messages

2 years ago

Hey there, @shawnnordby! Thank you for taking the time to reach out and being part of the Xfinity family. How's your internet treating you now? 

Visitor

 • 

5 Messages

@XfinityAntoine​ Still acting the same. Every few hours it drops and i have to reset the gateway. I was going to call support tomorrow after work to see what needs to be done.

Official Employee

 • 

1.4K Messages

2 years ago

Okay, I'd like to try some things on my end to see if I can find out what's going on and get the repaired for you. 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?

Visitor

 • 

5 Messages

@XfinityAntoine​ Sure thing, just sent!

Expert

 • 

110.3K Messages

2 years ago

@shawnnordby 

This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless. The downstream power levels are too high / 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.

Is there a drop amplifier on the coax line leading to the modem ? If so, try removing it and see. If not, you can try installing a -6 dB forward path-only attenuator pad such as this one on the coax port on the rear of the modem to knock that power level down and see. You may need to use two of them piggybacked together for a total of -12 dB loss to get that power as close to 0 dB as possible;


https://www.amazon.com/FPA6-54-Forward-Attenuator-DOCSIS-Internet/dp/B08KTRC3XZ  

It won't affect the upstream power level which is within spec. Good luck !

(edited)

Visitor

 • 

5 Messages

@EG​ Thanks for the heads up! It doesn't seem to be the cause but it sounds like its worth addressing anyway!

Expert

 • 

110.3K Messages

2 years ago

Quite welcome ! Either way, it's another problem just waiting to happen... Please post back with an update.

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