Contributor
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17 Messages
Re: daily restart of modem
I have a similar circumstance - started a few weeks ago when I upgraded to 1Gbps plan (our promotional plan expired and this was a nearly cost-equivilant switch) and a new Xfinity-owned XB6 gateway (hw details below). After install we couldn't get anywhere near the plan speeds (we'd get about 30Mbps down, 40Mbps up), had many chats with tech support, and eventually after they pushed a refresh started getting 300Mbps down consistently, and up to 700Mbps down (all speeds measured via direct ethernet connection to the gateway). But at that point, started seeing intermittent disconnects throughout the day.
Tech came out, verified in-house wiring, modem install itself, and the wire to the pole are all fine, and was going to have line techs examine further (I don't know if that has happend). Of course the day he was here we were pretty stable and fast. 🙂 After that though, it's a bit random - if I'm getting high speed, I get drops. If I reboot, I may get high speed (and continue drops), or back to 30Mbps but fairly stable. And when very I'm lucky, I'll get both (right now I'm at 293Mbps down and no connection errors for 4 hours), but it'll last a day at most before starting to drop intermittently again. A reboot (or 2 or 3) gets me back in business for about another day.
I've taken to monitoring the connection status from a Linux box that's directly connected to the gateway and also connected to my internal wireless (so I can get to it even if the gateway is down/rebooting). "ping -i 10 -f -n -4 www.google.com" does a nice job - just leave it in a window, it'll ping Google every 10 seconds and print a dot, and then erase that dot as soon as the response comes in. Ideally you get nothing but a blank screen - when the intermittent connection drops hit, it leaves a dot on the screen for every dropped ping. No timestamping with this, but it does a nice job of showing when things have gone downhill, and I can correlate that it's not just google having an issue (when dots start appearing, all internet traffic is pretty much deceased).
The XB6 doesn't have nearly the detailed log folks are showing above (only seeing radio harvester thread start notices and my admin signons). I can try posting downstream/upstream/CM error info if helpful although it doesn't grab as nicely as above.
HW details on the XB6: under the hood it's a Technicolor XB6 version 2.2, BOOT Version:S1TC-3.49.18.14, Core Version:1.0, Model:CGM4140COM, Product Type:XB6, Download Version:Prod_18.1_d31 & Prod_18.1
Any hints, suggestions, or help would be very much appreciated!
EG
Expert
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110.3K Messages
5 years ago
Quite welcome !
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bluesrhythm
Contributor
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17 Messages
5 years ago
EG, thanks lots for the help you've already given me for helping route this, I really appreciate it.
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CCAmir
Gold Problem Solver
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7.2K Messages
5 years ago
Hello bluesrhythm, I'd be happy to look into your signal levels to see what's causing your problem. To begin our journey please send me a private message with your full name and street address by clicking on my name (ComcastAmir) and then click "Send a message".
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bluesrhythm
Contributor
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17 Messages
5 years ago
Thanks ComcastAmir, I sent you my details by private message (yesterday?) - any help would be much appreciated!
Still seeing a lot of dropping, and noticing that the modem keeps losing the lock on the OFDM downstream channel. Sometimes it will re-establish on its own, sometimes a reboot required to reset everything. I noticed that the power levels on all the downstream channels are noticably higher than they were on a prior post - not sure if that's just because of the splitter reconfiguration I did (replaced 3-way to modem/dvr/tv with 2-way to modem/another 2-way to dvr/tv) or if Comcast adjusted an amplifier somewhere. The SNR still looks about the same.
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bluesrhythm
Contributor
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17 Messages
5 years ago
Just circling back with everyone - it looks like local support got this fixed up even before ComcastAmir and I were able to start working on it together. Last Friday I was pretty dead in the water from a connection standpoint - a ton of drops, very unreliable connection speeds. About noon there was a tech working at the pole right outside the house - not a lot of improvement when he was done, but I noticed upstream power levels had climbed a touch and the downstream levels had dropped but also flattened. However, there were other trucks working nearby in the neighborhood so I figured work was continuing. Overnight we dropped completely for quite a while - then came back up, and by about 11am Saturday we were clocking in at about 400Mbit/s and, much more important of late, no noticeable connection drops at all.
Since then (it's now Tuesday morning) I've seen just a sprinkle of connection drops, and only on my ping monitors - I haven't actually noticed any outage. Speed remains consistently high - from what I can tell I'm actually hitting performance limits on the test gear now, so I may be getting even higher speed at the modem itself.
So, tl;dr - problem was definitely outside the house and, it appears, probably beyond our pole as well, and Comcast got me back in action.
Thanks to everyone who contributed on this thread - I learned a bunch, and I'm sure some of the work we did helped improve in-house performance too, so it was time well spent.
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CCAmir
Gold Problem Solver
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7.2K Messages
5 years ago
Thanks for the update Chris, I am overjoyed that we were able to get this issue resolved for you. Feel free to reach back out to me here or create another post if you need anything else in the future. Have a good day and thank you for being a member of the Comcast family 🙂
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