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user_a56b4b
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13 Messages

Friday, October 4th, 2024

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Random internet disconnects on wifi and ethernet

Hi,

My internet has been disconnecting randomly for over a month on multiple devices (computers, ipad, phone) on both wifi and ethernet. A tech came out and installed a new cable outside to my house and a new modem but it didn't fix the disconnects. The modem has a direct coax connection to the outside coax cable. I've reset the modem and gone so far as to reinstall Windows on one of my devices to troubleshoot any network adapter issues. I didn't have any problems for years until a little over a month ago and nothing has changed in my house. I'm even having trouble submitting this question because the internet keeps cutting out.

Any help would be appreciated.

Thanks

Question

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Updated 

11 months ago

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user_a56b4b

13 Messages

11 months ago

Date and time Status Status duration
10/04/2024 1:07:17 PM Online 0:00:33
10/04/2024 1:07:13 PM No Internet connection 0:00:04
10/04/2024 1:07:11 PM No Internet connection. Wi-Fi/LAN OK 0:00:02
10/04/2024 12:51:10 PM Online 0:16:01
10/04/2024 12:51:08 PM No Internet connection 0:00:02
10/04/2024 12:42:43 PM Online 0:08:25
10/04/2024 12:42:43 PM No Internet connection 0
10/04/2024 12:42:23 PM No Internet connection. Wi-Fi/LAN OK 0:00:20
10/04/2024 12:34:45 PM Online 0:07:38
10/04/2024 12:34:38 PM No Internet connection 0:00:07
10/04/2024 12:34:17 PM No Internet connection. Wi-Fi/LAN OK 0:00:21
10/04/2024 12:33:55 PM Online 0:00:22
10/04/2024 12:31:56 PM No Internet connection 0:01:59
10/04/2024 12:31:51 PM Online 0:00:05
10/04/2024 12:31:34 PM No Internet connection 0:00:17
10/04/2024 12:31:26 PM No Internet connection. Wi-Fi/LAN OK 0:00:08
10/04/2024 12:31:18 PM Online 0:00:08
10/04/2024 12:31:10 PM No Internet connection 0:00:08
10/04/2024 12:30:38 PM No Internet connection. Wi-Fi/LAN OK 0:00:32
10/04/2024 12:20:26 PM Online 0:10:12
10/04/2024 12:20:24 PM No Internet connection 0:00:02
10/04/2024 12:17:17 PM Online 0:03:07
10/04/2024 12:06:52 PM No Internet connection 0:10:25
10/04/2024 12:05:11 PM Online 0:01:41
10/04/2024 12:05:02 PM No Internet connection. Wi-Fi/LAN OK 0:00:09
10/04/2024 12:04:11 PM Online 0:00:51
10/04/2024 12:03:57 PM No Internet connection 0:00:14
10/04/2024 12:03:48 PM Online 0:00:09
10/04/2024 12:02:41 PM No Internet connection 0:01:07
10/04/2024 12:02:08 PM No Internet connection. Wi-Fi/LAN OK 0:00:3

0

0

user_a56b4b

13 Messages

11 months ago

A volunteer (not a Xfinity employee) responded to my post asking for information about my modem specs. Their post and my response have been deleted. What's up with that and can anyone help?

It seems the issue I'm experiencing is not unique and is likely a Xfinity network problem or a firmware problem with the XB8 modem as in these other posts:
https://forums.xfinity.com/conversations/your-home-network/xb8-downstream-upstream-codewords-tables-missing-stats/66f71a53508eb700bea0a2dc
https://forums.xfinity.com/conversations/your-home-network/multiple-internet-drops-every-dayno-solution/66fac850de8d1e3b5f454774

https://forums.xfinity.com/conversations/your-home-network/intermittent-internet-drops/66fb0985a6879c6c7ca9dafd

0

0

XfinityDemitrius

Official Employee

 • 

2.1K Messages

11 months ago

Hey @user_a56b4b, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Xfinity Internet service. I would be more than happy to offer my assistance looking into this further for you.

 

Would you be able to visit our 'Tips for troubleshooting your Xfinity Internet connection' knowledgebase page to find out how to gain access to the Admin GUI to review the signal levels of the modem? You will be able to see the signal level specifications listed. You can compare your signal level readings to what is shown in the support page. If possible, please provide a screenshot or post the information so we can review as well.

0

0

user_a56b4b

13 Messages

11 months ago

Downstream
Channel Bonding Value
Channel ID
42
1
2
3
4
5
6
7
8
9
9
11
11
13
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
33
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
405 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
722000000
SNR
39.6 dB
39.8 dB
39.8 dB
39.8 dB
39.4 dB
39.4 dB
39.4 dB
39.7 dB
39.7 dB
40.0 dB
39.8 dB
39.7 dB
39.8 dB
39.6 dB
37.4 dB
Power Level
-1.3 dBmV
-1.3 dBmV
-1.0 dBmV
-1.0 dBmV
-1.8 dBmV
-2.2 dBmV
-1.7 dBmV
-1.1 dBmV
0.9 dBmV
0.6 dBmV
0.7 dBmV
0.9 dBmV
-1.0 dBmV
0.8 dBmV
-3.8 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
OFDM

Upstream
Channel Bonding Value
Channel ID
1
2
3
4
Lock Status
Locked
Locked
Locked
Locked
Frequency
35 MHz
29 MHz
22 MHz
16 MHz
Symbol Rate
5120
5120
5120
5120
Power Level
40.3 dBmV
40.8 dBmV
39.3 dBmV
39.3 dBmV
Modulation
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA

Cable Modem

HW Version: 2.0
Vendor: Technicolor
BOOT Version: S1TC-3.81.21.97
Core Version: 1.0
Model: CGM4981COM
Product Type: XB8
Flash Part: 4096 MB
Download Version: Prod_23.2_231009 & Prod_23.2_231009

This is what I can see from the admin GUI.

The number of downstream channels fluctuates wildly as seen here when I refreshed the page:

Downstream
Channel Bonding Value
Channel ID
42
1
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
33
Lock Status
Locked
Locked
Locked
Frequency
405 MHz
483 MHz
722000000
SNR
39.6 dB
39.8 dB
37.2 dB
Power Level
-1.3 dBmV
-1.3 dBmV
-3.7 dBmV
Modulation
256 QAM
256 QAM
OFDM

Lots of uncorrectable codewords as well

CM Error Codewords
Channel ID
42
1
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
Unerrored Codewords
3426625442
3444751544
3444662043
0
3443306569
3443378943
3443427296
3443480670
3443530599
3443581283
3443632527
3443684719
3443735582
3443786143
3443859700
3443909478
3443964821
3443910738
3426696069
3426809925
3620385822
3426209484
3426256401
3426308221
3426355802
3426410204
3426461144
3426511732
3426561280
3426654372
3426664081
3426625442
Correctable Codewords
6861
5770
5573
5559
5454
5415
5541
5480
5096
4825
4716
4687
4337
4675
4292
4075
4170
4094
0
3809
3574205223
5816
6746
5415
5163
6558
6347
5753
0
6836
6484
6861
Uncorrectable Codewords
10168
10552
10329
10676
10530
10357
10226
9967
10129
9831
9762
9555
9538
9213
8961
8778
8707
8435
8476
8610
1327
9998
11384
10074
10238
10171
10043
10010
9917
10483
10383
10168

1

0

XfinityAlyssaA

Official Employee

 • 

2.2K Messages

Thank you for providing that screenshot @user_a56b4b, we appreciate you taking the time to do that! We may need to get one of our dedicated and expert technicians scheduled to address your signal issues further. I'm confident they will be able to investigate further and assure you that our team will stick with you every step to make sure your connection issues get fixed. 

 

To better assist, can you please send us a Direct Message with your first and last name along with the service address on the account? 

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

We look forward to working with you further!😀

 

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

11 months ago

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