F

Visitor

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4 Messages

Mon, Nov 21, 2022 3:13 PM

Modem Drops Connection Every Half Hour ~ Hour

Just got new plan for 1200 mbs and set up modem in living room. Have an ethernet connection running to PC alongside other devices using WiFi. Without fail, every half hour / hour or so, the modem will lose connection for about 5 minutes at a time, and will restore itself after. May be an issue with coaxial connection to modem or something beyond that since this is all new equipment recently given to me. The coaxial port to connect the cable to seems to be located outside of my house, and I have a cable running from that through the wall to the modem. Got a new coaxial cable just to see if that was the issue, but if that doesn't work, is there a way for me to schedule a tech visit to look at it, or for me to upload some logs from the modem to confirm what the issue is?

EG

Expert

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96.7K Messages

5 days ago

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 ?

Visitor

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4 Messages

@EG​ Here are the downstream, upstream, and SNRs. I had to post the Downstream as separate images since as a table, it is too large to fit.


Upstream
Channel Bonding Value
Index
1
2
3
4
5
6
Lock Status
Not Locked
Not Locked
Locked
Locked
Locked
Not Locked
Frequency
10 MHz
16 MHz
22 MHz
29 MHz
35 MHz
40 MHz
Symbol Rate
2560
5120
5120
5120
5120
2560
Power Level
55.0 dBmV
58.0 dBmV
58.0 dBmV
58.0 dBmV
58.0 dBmV
55.0 dBmV
Modulation
QAM
QAM
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA

Visitor

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4 Messages

Also the make/model is the XB7-T, Model: CGM4331COM

(edited)

EG

Expert

 • 

96.7K Messages

4 days ago

Everything is way out of spec. I'm surprised that you are able to get online at all !

In an effort to try to obtain better connectivity, check to see if there are there 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 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, 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 !

Official Employee

 • 

731 Messages

3 days ago

Thank you @EG for requesting the signals and reviewing some possible solutions. 

 

Hi there, @frostykool, thank you for taking the time to reach out to us through our Xfinity Forums. I appreciate you working with our community experts to help diagnose the issue. EG, proivded some great insight on how the signal can be corrected, have you had a chance to check the cables and remove or replace any splitters? If so, has there been any improvements?

Visitor

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4 Messages

@XfinityValerie@EG I have replaced the cable that connects the modem to the outside of the house, and I have new data I need interpreted. Based on what EG said before, these levels still don't look good and it seems like I'm going to have to schedule a tech to see what the actual problem is. Is there a way for me to schedule a visit without having to fight the automated XFinity Assistant?

Upstream
Channel Bonding Value
Index
1
2
3
4
5
6
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
10 MHz
16 MHz
22 MHz
29 MHz
35 MHz
40 MHz
Symbol Rate
2560
5120
5120
5120
5120
2560
Power Level
55.0 dBmV
58.0 dBmV
58.0 dBmV
58.0 dBmV
58.0 dBmV
55.0 dBmV
Modulation
QAM
QAM
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA
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