New Poster
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3 Messages
Random device drops since getting the new XB7
Hi everyone,
I’m hoping someone on here might be able to help me diagnose an odd issue I’ve recently run into. It started a few months back when I was contacted by Xfinity letting me know they were going to send me the newest XB7 modem, and upgrade my speed to the 600 Mbps package.
After getting it setup, I noticed that randomly devices would randomly lose their internet. A reboot of the modem always fixes the issue for maybe a day or two.
Another issue was that I wasn’t getting close to the 600 Mbps download speed.
I got on a chat with a tech who refreshed the signals (which I am convinced doesn’t really do anything). It didn’t resolve the issue. As the conversation went on, he asked how many devices were connected- I typically have about 15, between laptops, iPads, iPhones, Alexa echos, etc. he said the 600 Mbps plan only supports 9 devices, I would need to upgrade to the 1 Gbps plan to support everything. I wasn’t sure at first, but decided to bite the bullet. The tech also sent out a brand née XB7 to rule out anything being wrong with the initial one I received.
My work laptop is hardwired directly into the XB7 but yet I can’t get anywhere close to 1 Gbps download. My iPhone can get up to around 500 Mbps.
The bigger problem is the random device drops. About every 2 days, I notice the connection start to get flaky. For example, yesterday afternoon my wife was in a video call, shortly after hers started I also had one to join.. I was able to join, but kept getting kicked off. I rejoined a few times, but ultimately the XB7 completely lost connection to the internet and disconnected my wife from her call as well.
I haven’t been able to put my finger on it, but there is obviously something wrong with either my XB7 and/or the coax wire/splitter somewhere. The coax is a direct run from the cable junction box right to the wall jack.
Apologies for the lengthy back story I just wrote up!
What stats can I post here from the modem that would help to diagnose a potential signal issue?
Thank you very much in advance!!
I’m hoping someone on here might be able to help me diagnose an odd issue I’ve recently run into. It started a few months back when I was contacted by Xfinity letting me know they were going to send me the newest XB7 modem, and upgrade my speed to the 600 Mbps package.
After getting it setup, I noticed that randomly devices would randomly lose their internet. A reboot of the modem always fixes the issue for maybe a day or two.
Another issue was that I wasn’t getting close to the 600 Mbps download speed.
I got on a chat with a tech who refreshed the signals (which I am convinced doesn’t really do anything). It didn’t resolve the issue. As the conversation went on, he asked how many devices were connected- I typically have about 15, between laptops, iPads, iPhones, Alexa echos, etc. he said the 600 Mbps plan only supports 9 devices, I would need to upgrade to the 1 Gbps plan to support everything. I wasn’t sure at first, but decided to bite the bullet. The tech also sent out a brand née XB7 to rule out anything being wrong with the initial one I received.
My work laptop is hardwired directly into the XB7 but yet I can’t get anywhere close to 1 Gbps download. My iPhone can get up to around 500 Mbps.
The bigger problem is the random device drops. About every 2 days, I notice the connection start to get flaky. For example, yesterday afternoon my wife was in a video call, shortly after hers started I also had one to join.. I was able to join, but kept getting kicked off. I rejoined a few times, but ultimately the XB7 completely lost connection to the internet and disconnected my wife from her call as well.
I haven’t been able to put my finger on it, but there is obviously something wrong with either my XB7 and/or the coax wire/splitter somewhere. The coax is a direct run from the cable junction box right to the wall jack.
Apologies for the lengthy back story I just wrote up!
What stats can I post here from the modem that would help to diagnose a potential signal issue?
Thank you very much in advance!!
Gambit66
Problem Solver
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341 Messages
4 years ago
I haven't been able to put my finger on it, but there is obviously something wrong with either my XB7 and/or the coax wire/splitter somewhere. The coax is a direct run from the cable junction box right to the wall jack.
If it`s a direct run, where is this splitter you mentioned? Any Junction in the COAX can cause a problem, even if it`s a female coupler joining the lines, or wall mount, can be a problem.
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EG
Expert
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111.7K Messages
4 years ago
What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1
Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.
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emf411
New Poster
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3 Messages
4 years ago
Here are the stats from the modem:
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emf411
New Poster
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3 Messages
4 years ago
The coax comes off of the Comcast installed splitter directly to a wall mount jack, then into the modem.
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Gambit66
Problem Solver
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341 Messages
4 years ago
@emf411 I would remove any splitters and recheck how your connection is.
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EG
Expert
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111.7K Messages
4 years ago
FWIW, the stats (if they are remaining stable) don't indicate a signal issue / excessive line attenuation.
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