Visitor
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26 Messages
Issues regarding internet
Hello everyone,
I have some issues with my internet and I'm really trying to get it resolved. I had an XB7 and it was doing this weird thing where it would blink orange for 3-5 seconds randomly multiple times a day usually 5-10 times and during the time it would blink orange I would get some big packet loss but, wouldn't disconnect from my service. After sometime with an agent they said "you should try a different modem" so I went to the Xfinity store about 2-3 weeks ago an XB8 modem. My XB8 is still doing these things... I just don't know where to go from here and I really need some help. I posted some modem stats if it is any help.
EG
Expert
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114.4K Messages
3 hours ago
The downstream power levels and the SNR values are 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.
First. Is there a drop amplifier / powered splitter on the coax line leading to the modem ? If so, confirm that it is powered on.
If not, in an effort to try to obtain better connectivity, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/reconfigured. 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, or animal chews.
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.
(edited)
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EG
Expert
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114.4K Messages
1 hour ago
Ok so if there is nothing more that can be done to improve the connection quality, then you'll need a tech out to investigate as stated. You may need an amplified splitter which they can provide.
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 up 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.
Good luck !
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