Ongoing connection drops with new modem

After renewing my contract/service, the rep advised I needed a new modem since the one I had at the time was obsolete. After hooking the new modem up and returning the old one, I’m having daily issues with the internet connection going out, sometimes hours at a time and it comes back up randomly.

Normally, the light will stay white on the modem but tonight it’s decided to stay mainly red. I can connect to the modem and log in fine and when I go to the troubleshooting logs menu and look at the firewall logs, I see the following:

FW. IPv6 FORWARD drop, 78 Attempts, 2023/3/2 21:17:43

FW.IPv6 INPUT drop, 13380 Attempts, 2023/3/2 21:17:43

I’ve power cycled, reset, reseated cables. I’m using all new cables that came with the new modem and it’s connected to the only active jack in the home (which is a new line that was installed when I got the service a few years back so they’re not old lines/wiring from forever ago). As mentioned, this all started with the new modem so I’m not really sure what else could be the issue.

Responses

U

user_67ef97

Visitor

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4 Messages

2 years ago

Still having this issue so posting stats from modem in hopes it might help someone help narrow down what could be causing this repeat issue.

Firewall Logs

All logs for Today
FW.IPv6 FORWARD drop , 748 Attempts, 2023/3/4 07:26:37	Firewall Blocked
FW.IPv6 INPUT drop , 112835 Attempts, 2023/3/4 07:26:37	Firewall Blocked

Downstream	Channel Bonding Value
Index	41	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	33	34	35	36	37	38	39	40	42	43	44	159
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
Frequency	651 MHz	483 MHz	489 MHz	495 MHz	501 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	29.6 dB	39.2 dB	38.7 dB	38.2 dB	37.8 dB	37.3 dB	37.0 dB	36.7 dB	36.3 dB	35.8 dB	35.3 dB	35.4 dB	35.4 dB	35.4 dB	35.3 dB	35.4 dB	35.2 dB	35.0 dB	35.6 dB	36.1 dB	36.3 dB	36.4 dB	36.0 dB	35.1 dB	34.5 dB	33.8 dB	33.2 dB	31.8 dB	30.8 dB	28.1 dB	27.3 dB	26.5 dB	0.0 dB
Power Level	-20.6 dBmV	-6.9 dBmV	-8.2 dBmV	-9.1 dBmV	-10.1 dBmV	-11.3 dBmV	-12.0 dBmV	-12.5 dBmV	-13.3 dBmV	-14.1 dBmV	-14.5 dBmV	-14.0 dBmV	-14.1 dBmV	-14.1 dBmV	-14.0 dBmV	-13.7 dBmV	-14.0 dBmV	-13.7 dBmV	-12.8 dBmV	-11.8 dBmV	-11.3 dBmV	-11.0 dBmV	-11.7 dBmV	-13.1 dBmV	-14.0 dBmV	-15.0 dBmV	-16.2 dBmV	-17.8 dBmV	-19.0 dBmV	-22.3 dBmV	-23.2 dBmV	-24.2 dBmV	-25.9 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	256 QAM	OFDM

Upstream	Channel Bonding Value
Index	1	2	3	4	5
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	35 MHz	29 MHz	22 MHz	16 MHz	40 MHz
Symbol Rate	5120	5120	5120	5120	2560
Power Level	52.5 dBmV	52.5 dBmV	53.0 dBmV	54.0 dBmV	54.0 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

CM Error Codewords
Index	1	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	29	30	31	32	33
Unerrored Codewords	428927706	720018981	720025362	720031202	720037879	720043385	720049619	720057148	720063887	720070438	720077122	720083914	720089006	720095561	720101172	720108737	720119188	720124678	720131444	720136730	720142680	720149508	720155245	720160607	720165408	720171398	720175850	720173059	720145676	709104948	622352664	118221191	428927706
Correctable Codewords	367574	99	127	176	248	239	299	385	362	600	774	893	874	967	1310	1311	1545	2057	1921	1790	2037	2057	2817	3658	5584	6618	8837	18553	52406	11099369	97760267	463722286	367574
Uncorrectable Codewords	428560132	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	57	95911	138113567	428560132

0

EG

Expert

•

110K Messages

2 years ago

The power levels and the SNR values are out of spec on most of the channels. 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 there 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 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, 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 !

(edited)

1

0

U

user_67ef97

Visitor

•

4 Messages

@EG

Thank you for the reply! The connection is a straight line from the line on the pole outside going directly into a jack that was installed when I got the service hooked up. Then a cable directly from that new jack to the Xfinity gateway so no splitters or anything like that. The cable outside from the pole to the hole in the outside of the home doesn’t appear damaged as far as I can see and the cable going from that jack is the brand new one that came with the new modem and is also is good condition but when I’m back home I’ll double check that I didn’t accidentally loosen or damage something in the process of connecting the new modem up.

2 years ago

0

EG

Expert

•

110K Messages

2 years ago

OK f there is nothing that can be done to improve the connection quality, then you'll need a tech visit as stated.

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.

Good luck !

(edited)

0

Your Home Network

user_67ef97

Ongoing connection drops with new modem

user_67ef97

Firewall Logs

EG

user_67ef97

EG

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