3 Messages
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 |
user_w2ou6r
12 Messages
1 day ago
Do you get these same firewall logs? This is causing all sorts of the same problems you mentioned for me.
1
0
user_cr
3 Messages
14 hours 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
0