New Xfinity user / no internet

Hi,

I started my Xfinity service last week. I had some immediate issues with my neighbors devices appearing on my network and vise versa, this caused spotty and slow connection but I resolved the issue by disabling moCA in my router settings. This solution worked for a couple of days for both my neighbor and I as our devices stopped appearing on each other's networks and our Internet speeds returned to normal. It was a slightly annoying solution though as it required me to relog in everyday and disable moCA after the automatic reboots reset my settings. So I ordered a moCA filter to install it at my coax connection, that will be getting here Friday. However, since yesterday both my neighbor and Is service has stopped working all together. We are both using the provided Xfinity gateway, I'm not sure what their is looking like but mine is constantly flashing green or orange for the better part of two days Occasionally, the Internet will come back on, but it will be slow beyond use. However it does allow for me to briefly access the router settings. I've factory reset the gateway a couple of times to no avail. I once turned the gateway to bridge mode and plugged in my personal router, but this resulted in nothing. I can possibly provide error codes if it eventually comes back on and someone walks me through what is needed. Thanks.

Responses

EG

Expert

•

110.1K Messages

1 year ago

What do the modem's signal stats look like ?

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.

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U

user_yz7bje

3 Messages

1 year ago

Hi,

thanks for the reply. Are these the correct tables?

Downstream	Channel Bonding Value
Channel ID	29	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	30	31	32	37
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
Frequency	651 MHz	483 MHz	489 MHz	495 MHz	507 MHz	513 MHz	519 MHz	525 MHz	531 MHz	537 MHz	543 MHz	549 MHz	555 MHz	561 MHz	567 MHz	573 MHz	579 MHz	585 MHz	591 MHz	597 MHz	603 MHz	609 MHz	615 MHz	621 MHz	627 MHz	633 MHz	639 MHz	645 MHz	657 MHz	663 MHz	669 MHz	690000000
SNR	41.7 dB	42.3 dB	42.3 dB	42.4 dB	42.6 dB	42.5 dB	42.5 dB	42.5 dB	42.8 dB	42.4 dB	42.4 dB	42.4 dB	42.4 dB	42.1 dB	42.2 dB	42.1 dB	41.9 dB	41.9 dB	41.8 dB	41.8 dB	41.8 dB	41.9 dB	41.7 dB	41.5 dB	41.3 dB	40.9 dB	41.8 dB	41.6 dB	41.6 dB	41.4 dB	41.5 dB	41.2 dB
Power Level	5.4 dBmV	6.1 dBmV	6.1 dBmV	6.1 dBmV	6.6 dBmV	6.3 dBmV	6.4 dBmV	6.7 dBmV	6.7 dBmV	6.8 dBmV	6.3 dBmV	6.2 dBmV	6.1 dBmV	5.5 dBmV	5.6 dBmV	5.5 dBmV	5.4 dBmV	5.1 dBmV	5.1 dBmV	5.4 dBmV	5.7 dBmV	5.7 dBmV	5.4 dBmV	5.5 dBmV	5.6 dBmV	5.8 dBmV	5.8 dBmV	5.6 dBmV	5.2 dBmV	4.8 dBmV	4.8 dBmV	4.5 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	OFDM

Upstream	Channel Bonding Value
Channel ID	2	3	4	5	6
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	16 MHz	22 MHz	29 MHz	35 MHz	40 MHz
Symbol Rate	5120	5120	5120	5120	2560
Power Level	51.3 dBmV	51.0 dBmV	50.8 dBmV	49.8 dBmV	48.8 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

0

EG

Expert

•

110.1K Messages

1 year ago

The upstream power is too high and it may be intermittently fluctuating even farther out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are 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 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, 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 !

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U

user_yz7bje

3 Messages

1 year ago

ok awesome thanks for finding the issue! The problem with all that is I'm living in an apartment building and have no access to wiring outside of the coax line in my room (of which I have three coming out of the same box for some reason, only one works however) Do you know if I can have someone from comcast/xfinity come out to fix this issue without an extra charge to me as it seems to be an issue outside of my control?

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XfinityWilliam

Official Employee

•

1.2K Messages

Hello @user_yz7bje. Thanks for reaching out to our community forums about your internet concern. MoCA is designed to keep your network within your home and not allow other customers on the Comcast Network to join it. I would not disable MoCA in your modem and I would also not use a third party filter, as it may operate at different frequencies and cause more issues to your internet and others around.

We can take a closer look at your connection and if needed, scheduled a technician to come out and get everything squared away.

Will you please send our team a direct message with your full name and full address?
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1 year ago

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EG

Expert

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110.1K Messages

For realz ???

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer! tick

1 year ago

0

EG

Expert

•

110.1K Messages

1 year ago

It would likely be best to contact the building owner / management / maintenance person first about the issue. Good luck !

(edited)

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Your Home Network

user_yz7bje

New Xfinity user / no internet

EG

user_yz7bje

EG

user_yz7bje

XfinityWilliam

EG

EG

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