New XB7 - losing internet multiple times a day

Hello everyone, last resort post...

I had my own Motorola modem with a google Wi-Fi router and I had ZERO issues for years. I had to rent an Xfinity Gateway (I received an XB7 which is compatible with my 500mbps plan) last month. I installed it during the holidays and I had issues getting my google Wi-Fi router to work successfully, it would drop the connection every 10 mins; and yes I did configure the XB7 for bridged mode. After back and forth via Xfinity App with AI support, and a chat support agent with no luck I just gave up on the idea of my own router and kept just the XB7.

All seemed well until went back to work. I work from home and I noticed my corp vpn dropping multiple times an hour, very disruptive. While my vpn is disconnected I can ping 8.8.8.8 but I can't browse, pages wont load. As soon as I see my vpn auto reconnecting that's when I know I have internet again and I can browse pages. I've also noticed this while watching TV (YouTube TV) where the video stops and then comes back. Same on mobile app, watching a video on YouTube or social media and the videos stop playing, after 30 seconds everything is back to normal. My webcams at home also stop working, they randomly freeze and then come back. Lastly my wifi printer - I get notification on my laptop (Windows) that connectivity to printer is lost. Last Friday via chat I asked for a replacement modem but I am afraid same issue will happen. This seems to be an xfinity service situation.

I've done the basic troubleshooting of rebooting and either AI or real 'support' agents checking my service and wifi remotely - all comes clean and they point the finger at the corp vpn which worked flawlessly with my own equipment.

I've reached out to IT and escalated vpn client logs to manufacturer support and there is nothing wrong with the client - they just notice that internet stopped working therefore the client disconnects.

So I am stuck between paying stupid money for overage or working with unreliable internet.

This is the info on the Xfinity gateway:

HW Version:10
Vendor:ARRIS Group, Inc.
BOOT Version:4.2.28.668728
Core Version:dunfell
Model:TG4482A
Product Type:XB7
Flash Part:4857 MB

Note the light on the modem is solid white when I lose connectivity, it does not power cycle since it would take longer. there are no splitters in place, from outside box, to a hole in the wall and straight into my modem.

Here's the Downtream info

Channel ID	20	28	36	44	13	14	15	16	17	18	19	21	22	23	24	25	26	27	29	30	31	32	33	34	35	37	38	39	40	41	42	43	0	0	193	194
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked			Locked	Locked
Frequency	5.01E+08	5.49E+08	5.97E+08	6.45E+08	4.59E+08	4.65E+08	4.71E+08	4.77E+08	4.83E+08	4.89E+08	4.95E+08	5.07E+08	5.13E+08	5.19E+08	5.25E+08	5.31E+08	5.37E+08	5.43E+08	5.55E+08	5.61E+08	5.67E+08	5.73E+08	5.79E+08	5.85E+08	5.91E+08	6.03E+08	6.09E+08	6.15E+08	6.21E+08	6.27E+08	6.33E+08	6.39E+08			6.93E+08	9.6E+08
SNR	40.94621	40.94621	43.37659	40.36629	40.94621	44.62598	43.37659	43.37659	43.37659	40.94621	40.94621	40.94621	43.37659	43.37659	43.37659	40.36629	40.94621	40.94621	43.37659	40.94621	40.36629	40.94621	40.94621	40.36629	40.94621	40.94621	40.94621	40.94621	40.36629	39.39719	40.36629	40.36629			45.11 dB	43.67 dB
Power Level	5.300003	4.699997	4.800003	5.400002	4.5	4.599998	5	5.099998	4.900002	4.900002	5.099998	5.300003	5.5	5.099998	4.699997	4.400002	4.400002	4.599998	4.900002	4.900002	4.800003	4.5	4.300003	4.5	4.800003	4.5	4.400002	4.5	4.599998	4.599998	4.699997	5			5.900002 dBmV	6.000000 dBmV
Modulation	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256			OFDM	OFDM

The Upstream info

Channel ID	17	20	19	18	43
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	16400000	35600000	29200000	22800000	39900000-84275000
Symbol Rate	5120 KSym/sec	5120 KSym/sec	5120 KSym/sec	5120 KSym/sec	0 KSym/sec
Power Level	45.5206	46.0206	45.7706	45.5206	55.18263
Modulation	64QAM	64QAM	64QAM	64QAM	OFDMA
Channel Type	US_TYPE_ATDMA	US_TYPE_ATDMA	US_TYPE_ATDMA	US_TYPE_ATDMA	US_TYPE_OFDMA

the CM Error Codewords

CM Error Codewords
Channel ID	20	28	36	44	13	14	15	16	17	18	19	21	22	23	24	25	26	27	29	30	31	32	33	34	35	37	38	39	40	41	42	43	0	0
Unerrored Codewords	8.6E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	8.59E+08	0	0
Correctable Codewords	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0
Uncorrectable Codewords	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0

Responses

U

user_w2ou6r

12 Messages

2 months ago

Do you get these same firewall logs? This is causing all sorts of the same problems you mentioned for me.

1

0

U

user_cr

9 Messages

@user_w2ou6r

I took this screenshot as the issue was happening today 2025/1/13 @ 16:37. You see the vpn disconnected message and therefore no internet whatsoever during that time.

Comparing to your screenshot I do have the FW.IPv6 FOWARD drop but also an FW.IPv6 INPUT drop and MAC addresses (devices) being blocked. Is this a denial of service attack?

Like

Reply

2 months ago

0

U

user_cr

9 Messages

2 months ago

@EG I dont know if you're still around but I see you were very involved in other posts. Can you help shed some light on this or maybe get some really smart comcast\xfinity escalating support engineer

0

XfinityMarcos

Official Employee

•

2.1K Messages

2 months ago

Hello user_cr, thank you for creating such a detailed post here in our Forum, and for giving our community a chance to help. Our gateways are optimized to work on our networks without the need to a separate router, but you can certainly enable bridge mode to your preference. I did have a few clarifying questions to get us on the same page and we can go from there. Are all the devices you're seeing this issue on connected to your network over Wi-Fi, ethernet, or both connection types? Also, how many devices would you say are connected to your network at one time?

2

0

U

user_cr

9 Messages

Hello @XfinityMarcos , thanks for your reply.

All devices are wifi, about 12 devices total connect to the gateway but not all at the same time. I have no devices via ethernet. But again the issue is seen on all wifi devices and not just my laptop. Streaming on tv suddenly stops, browsing on laptops stop working, viewing a security cam freezes for a few seconds.

I am still waiting on my replacement modem to confirm if it's the modem.

Like

Reply

2 months ago

0

XfinityGabriel

Official Employee

•

2.1K Messages

user_cr, Thanks for sharing these details. I see that you mentioned having the 500 Mbps download speed with us. This speed is actually recommended for up to 8 online devices at a time. Would you like us to see what promotions we have available today for a faster speed since you have about 12 devices? In addition to the troubleshooting you have done so far, If you were to run an internet health test via the Xfinity app, like in this link here what results does it pull for you?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

Like

Reply

2 months ago

0

U

user_cr

9 Messages

2 months ago

@XfinityMarcos I keep seeing these EVERY single time I lose connectivity. Is this some sort of DDOS attack on my device and it's just dropping the connection?

FW.IPv6 FORWARD drop , 811 Attempts, 2025/1/16 10:23:21	Firewall Blocked
FW.IPv6 INPUT drop , 37802 Attempts, 2025/1/16 10:23:21	Firewall Blocked
Device MAC:[Edited: "Personal Information"] , 12687 Attempts, 2025/1/16 09:00:00	Device Blocked
Device MAC:[Edited: "Personal Information"] , 99 Attempts, 2025/1/15 20:30:01	Device Blocked

(edited)

10

0

XfinityGabriel

Official Employee

•

2.1K Messages

user_cr, Great question. It is possible. Here is a great link that I found that discusses DDOS attacks. Please let us know if this helps.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

Like

Reply

2 months ago

0

U

user_cr

9 Messages

@XfinityGabriel I dont mean to sound rude, but I dont need an article about DDOS attacks. I need to know why is my internet dropping many times an hour throughout the day between 15-30 secs each time and what does that log entry have anything to do with it. If it's a DDOS I would expect xfinity's network behind my gateway should be addressing this. And why did it not happen with my own eqiupment prior to changing to the gateway last December?

Like

Reply

2 months ago

0

XfinityThomasB

Official Employee

•

1.7K Messages

user_cr Apologies for any confusion, we were only trying to provide some more details about the topic. We can easily do some digging into these connection hiccups, I can assure you that we always want to make sure you are confident in the services and support we provide.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

Like

Reply

2 months ago

0

U

user_cr

9 Messages

I disconnected all but 4 devices and I am still experiencing the issues. I am going to point this out again - I had all these devices connected to my previous "customer owned equipment" with zero issues.

I also went through the firewall log mac addresses that show up as:

Device MAC:[Edited: "Personal Information"] , 12687 Attempts, 2025/1/16 09:00:00, Device Blocked

I crossed referenced all the devices to each mac address in my home. I dont understand why the fw is blocking these devices. Common devices like a google chromecastTV, fireTV, HCL TV, roomba, webcams. For some reason devices like mobile phones and laptops are not showing up. It's like the gateway is not playing nice with these devices?

(edited)

Like

Reply

2 months ago

0

XfinityAldrik

Official Employee

•

2K Messages

Thank you for those details @user_cr! For troubleshooting purposes, have you tried disabling bridge mode, disconnecting the router, and then seeing if these same issues occur when using the Wireless Gateway’s wireless network?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

Like

Reply

2 months ago

0

Your Home Network

user_cr

New XB7 - losing internet multiple times a day

Was this helpful?

user_w2ou6r

user_cr

user_cr

XfinityMarcos

user_cr

XfinityGabriel

user_cr

XfinityGabriel

user_cr

XfinityThomasB

user_cr

XfinityAldrik

New to the Community?