BU_Bulldog's profile

Contributor

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29 Messages

Wed, May 12, 2021 11:15 PM

Repeated Modem Resets / Service Interruptions

Almost two weeks ago, I started having an issue with all 3 of our Xfinity services.  This includes unresponsive cable and complete loss of phone and internet service.  It has happened almost daily, sometimes two or three times.  A few times, I happened to be sitting next to the modem when this occurred, and found that the internet connection would go first, then the modem would reset itself.  So it's clear that the service interruption is due to the modem resetting itself, as everything comes right back as soon as the reboot finishes.  Unrelated to this issue, I also swapped out an older Xfinity modem for the newer XB7 (white) unit.  However, the issue persists.  A few of the times, the My Xifinity app has shown an "outage in the area", but that does not always show up.

Incidentally, and I'm not sure if it's related or purely a coincidence, this started happening about the same time as a windstorm occurred in my area.  A neighbor lost a portion of a tree onto wires, causing the utility wires to sag.  It appears that neither Comcast nor Verizon ever came out to tighten up the wires.  (Though our service is several poles and a turn away from the sagging wires, and did not appear to be directly affected.)  Could that be "shorting" out the service somehow?  Or any other ideas what could be causing this?

For reference, here are some of the connection stats from Gateway's control panel.

Downstream
Channel Bonding Value
Index
37
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
34
35
36
38
39
40
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
675 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
651 MHz
657 MHz
663 MHz
669 MHz
681 MHz
687 MHz
693 MHz
702000000
SNR
42.7 dB
43.4 dB
43.5 dB
43.4 dB
43.3 dB
43.4 dB
43.4 dB
43.2 dB
43.3 dB
43.6 dB
43.4 dB
43.5 dB
43.6 dB
43.6 dB
43.5 dB
43.5 dB
43.6 dB
43.6 dB
43.5 dB
43.4 dB
43.7 dB
43.5 dB
43.4 dB
43.4 dB
43.5 dB
43.4 dB
43.3 dB
43.4 dB
43.6 dB
43.4 dB
43.5 dB
43.6 dB
NA
Power Level
3.5 dBmV
2.1 dBmV
2.0 dBmV
1.9 dBmV
1.7 dBmV
1.9 dBmV
1.9 dBmV
1.8 dBmV
1.9 dBmV
2.3 dBmV
2.5 dBmV
2.6 dBmV
2.7 dBmV
2.8 dBmV
3.0 dBmV
3.0 dBmV
3.2 dBmV
3.4 dBmV
3.3 dBmV
3.1 dBmV
3.4 dBmV
3.2 dBmV
3.1 dBmV
3.2 dBmV
3.2 dBmV
3.1 dBmV
3.1 dBmV
3.3 dBmV
3.5 dBmV
3.6 dBmV
3.8 dBmV
4.0 dBmV
NA
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
36 MHz
30 MHz
23 MHz
17 MHz
40 MHz
Symbol Rate
5120
5120
5120
5120
1280
Power Level
47.0 dBmV
47.5 dBmV
47.5 dBmV
48.0 dBmV
46.5 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
2271547338
347769183
347796492
347826256
347855567
347882704
347910325
347939410
347992576
348027495
348053363
348078986
348109897
348134656
348170844
348199748
331899400
331931234
331964960
332002115
332045104
332073134
332104023
332136285
332198926
332210550
332241297
332238967
332309250
332348721
332371228
332381216
2271547338
Correctable Codewords
4998472
0
0
0
0
0
0
0
0
0
2
0
0
1
1
1
0
0
0
0
0
0
0
2
1
2
1
2
1
0
2
2
4998472
Uncorrectable Codewords
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
0
0
0

The Event Logs are completely empty, except for the login actions.

Responses

Accepted Solution

Official Employee

 • 

200 Messages

1 m ago

Thanks so much for taking the time to work with us in the chat! It sounds like things have been good since the reset signal we sent over but if there's anything else you need, we'll be here!

Thank you for contributing to the Forums community! 

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