6 Messages
Modem disconnects from internet every 24-48 hours
After my last modem upgrade, shortly after I started service, my modem would drop internet and require a power-down reboot every 7 days (almost to the minute),
Over the last 6 months it has slowly degraded and it now disconnects every 24-48 hours, requiring a power-down reboot in order to reconnect. This impacts my work since I'm working from home and cannot predict when it'll disconnect.
The Support website and chatbot have been worthless in helping to get a replacement modem. Please let me know how I can actually connect with a service representative to obtain a replacement modem.
EG
Expert
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110.2K Messages
2 years ago
You may not need a new modem. YMMV. It could be a line / signal / connection quality problem.
What do the modem's signal stats 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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EG
Expert
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110.2K Messages
2 years ago
@user_ee24f6
admin is the username and password is the password.
See if these instructions still apply;
Once you log in, and are at the main screen, you will need to select the dropdown menu for Connection under Gateway. Then select XFINITY Network. Scroll down to find the downstream power, the SNR, and the upstream power information.
(edited)
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user_ee24f6
6 Messages
2 years ago
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EG
Expert
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110.2K Messages
2 years ago
The upstream power is too high and it may be intermittently fluctuating even higher 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.
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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XfinitySara
Official Employee
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1.7K Messages
2 years ago
Hey there, @user_ee24f6! I see that you've been working with one of our awesome Experts, @EG. I wanted to swing by and see if you've made any progress since your last interaction on our Forums?
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EG
Expert
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110.2K Messages
2 years ago
You could try using a Return Path-only drop amplifier such as one of these;
https://www.amazon.com/Antronix-RRA1-10-Coaxial-Return-Amplifier/dp/B00ZONO3MO
It only amplifies the upstream channels which will lower their power levels into the desired range.
If you get a tech out to investigate as was suggested, and they determine that this is what is needed, they will supply one for free instead of you having to buy one. Good luck with things ! Please feel free to post back here with how things turn out.
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