Modem event log and continued connectivity issues

@EG​ From what I can tell, there are multiple splitters used. However, because of the number of cables (multiple units in our building) and height of where our cabling enters the building, I am unable to fully inspect the coax. There is a strong possibility of rat or squirrel damage somewhere on the line.

I am certain there is something amiss with the network — I've never dealt with network unreliability this badly, even with Xfinity prior to the past 1-2 months. Connectedness has been solid the past couple years, but this problem escalated rapidly. Possibly weather related? Wifi-connected devices cannot stay connected for longer than about 15 minutes (if we're lucky) without disconnecting. Perhaps we need a tech to replace the cabling to our unit, or there is significant radio interference with neighboring signals that I haven't pinpointed— the first tech that visited found water damage in part of the line, replaced it, but I don't believe they accessed the side of the building where the line ran upward. The second tech that visited inspected the signal inside our unit, which showed as "in the green". But if our signal is dealing with intermittent issues, I am uncertain whether the issue will show itself at all times (i.e. when it is being checked)? They mentioned something about a potential firmware issue, but I think two separate modems from different manufacturers rules that problem out.

To my knowledge, there was also area work done recently, as the Xfinity site showed an unplanned area outage on their map with planned maintenance.

If we are receiving consistent errors in the modem logs (75-100 within about two days, as shown above), wouldn't this point to a significant signal issue? Just having a difficult time understanding the root cause since the issue is primarily wifi-related.

Hello @user_6ee6f8, and thanks for working with our expert EB so far. Let me see if I can find any solution to the issue for you. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

@EG​ Just circling back. The answer was intense wifi interference — an unusable 2.4 GHz frequency. Channels 1, 6, and 11 on 2.4GHz are all unusable (tried setting automatically and manually), and any dual-band broadcast is a no-go. After all my troubleshooting, new line into residence, etc., what worked was getting a new router that I was not only able to broadcast a dual-band channel separately, but also an additional channel on 5GHz only, as well as hardwiring everything possible with ethernet so only a limited number of devices use wifi.

For anything wifi, it's 5GHz or nothing — Smart Connect or automatic Band Steering causes issues.

The wifi environment still interrupts some bluetooth connections, but for now we're back to something usable.

Thanks again for your help.

@user_6ee6f8 

Thanks for updating your topic ! Glad that you got it figured out !

@EG​ Will do. Thank you again!