Visitor
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2 Messages
modem reboots multiple times a day
Have been having problems with modem reboots multiple times a day for several months. Have replaced the modem (privately owned model recommended by Xfinity) as well as all of cabling in the house. Had an Xfinity tech visit several weeks ago and all of the cabling and internal equipment checks out fine. However, modem reboots continue. Downstream power as reported by modem and Xfinity set top TV box varies between 0-2dB while upstream power averages +55dB. S/N ratio is about 42-43dB. Modem logs report various errors all pointing to excessive upstream power. The visiting tech stated that the problem is outside of the house but he was unable to progress further as the "line crew?" dept. must get involved. I have not been contacted since his visit and don't know how to follow up to get this resolved. Any suggestions?
jweaver0312
Expert
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2.1K Messages
2 years ago
That upstream is way too high.
Try some of the troubleshooting listed here: https://forums.xfinity.com/conversations/your-home-network/internet-troubleshooting-tips/602dae4ac5375f08cde52ea0
Did the tech say they were putting in a ticket to get another look at it. I will be escalating this post to available employees who can further assist.
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user_00d361
Visitor
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2 Messages
2 years ago
I agree it's too high. The cabling and its routing were old and initially, I thought that was the problem. Prior to the cabling and splitter overhaul, I had downstream power of -10 to -12dB and all < +50dB upstream power on both the modem and set-top boxes. After replacing the cable and removing splitters, I had great numbers for about a week: 0dB downstream and about 40-42dB upstream. S/N ratios were in the high 30s. That lasted for about a week and then the upstream power went up by about 10dB. About a week ago I had a 4 hour outage but checking the Xfinity site, I found that it was a planned outage for maintenance/upgrades. Their map showed the work area to be across town but I don't know how accurate that is. After the outage, my downstream power increased 2 to 3dB and the signal strength went up about 8dB on all but one downstream channel. Upstream power remained at +53 to +55dB. Note that these power numbers are consistent between the multiple devices (modem and set top boxes) not specific to one device.
As an aside, I think I've covered all of the troubleshooting tips outlined in your link above. At the beginning of the router reboot problem, I though it was due to an old modem and as such I replaced it. Note that it occurred with the original old one, a newer borrowed one and the final replacement one that I have currently.
Lastly, the tech mentioned the name of one of the people who works in the department that handles outside equipment and cabling issues along the street but I have no idea if he followed through with contacting him nor do I have a way to contact the original tech to confirm.
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