Replace faulty modem

Two to three times a day the cable modem (XB7, rented) goes down. I've checked and everything inside the local network works fine during the outages and I cannot log into the modem during these times. I've tried both rebooting and factory reset but neither works.

What do I need to do to get the modem replaced?

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BruceW

Gold Problem Solver

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26K Messages

2 months ago

Chances are the XB7 is OK, and the problem is the link between your gateway and Comcast's network. Network connection problems are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.

If you want to troubleshoot this yourself, please see Connection Troubleshooting Tips. If you still need help, please post your Internet plan speed and the following information from your modem or gateway (from http://10.0.0.1):

uptime
downstream: power levels, SNR (or MER), and error counts for all channels
upstream: power levels for all channels
complete event log, if available (Be sure to remove or blot out any MAC addresses. Forum security processing considers them "personal information" and may prevent the event log from posting if these are present.)

Copy and pasted text is preferred over images. Be aware that, if you post any images, your message will be made Private for a time, as all images must be approved by the Forum Moderators before the messages containing them become generally visible.

If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx $100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

(edited)

2

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user_rxo05l

5 Messages

@BruceW

Internet Plan Speed: 1200 (1.2Gb/s down, 35Mb/s up)
uptime: 0 days 18h: 5m: 53s <-- I last rebooted it yesterday afternoon so this is in line with that

downstream: power levels, SNR (or MER), and error counts for all channels

SNR	38.3 dB	43.7 dB	43.6 dB	43.6 dB	43.5 dB	43.4 dB	43.5 dB	43.4 dB	43.5 dB	43.4 dB	43.4 dB	43.6 dB	43.6 dB	43.5 dB	43.5 dB	43.4 dB	43.4 dB	39.2 dB	43.2 dB	42.8 dB	42.9 dB	43.0 dB	42.9 dB	43.0 dB	42.8 dB	42.9 dB	43.1 dB	42.8 dB	42.7 dB	42.5 dB	42.4 dB	37.7 dB
Power Level	1.4 dBmV	3.0 dBmV	2.9 dBmV	3.0 dBmV	2.8 dBmV	2.9 dBmV	2.9 dBmV	2.7 dBmV	2.8 dBmV	2.5 dBmV	2.4 dBmV	2.4 dBmV	2.2 dBmV	2.1 dBmV	1.8 dBmV	1.8 dBmV	1.6 dBmV	1.2 dBmV	1.2 dBmV	1.0 dBmV	0.9 dBmV	0.9 dBmV	0.5 dBmV	0.6 dBmV	0.3 dBmV	0.3 dBmV	0.3 dBmV	0.4 dBmV	0.2 dBmV	0.5 dBmV	0.6 dBmV	-8.4 dBmV

Correctable Codewords	179201952	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	179201952
Uncorrectable Codewords	13550	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	13550

upstream:

Power Level	38.3 dBmV	38.0 dBmV	39.0 dBmV	39.8 dBmV

complete event log:
- Event log is empty.

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2 months ago

0

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user_rxo05l

5 Messages

As a note when service cuts off I cannot log into the modem (unresponsive). That's my red flag that it's actually the modem not an upstream issue.

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2 months ago

0

EG

Expert

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106.9K Messages

2 months ago

@user_rxo05l

As an FWIW / FYI, with many models of modems, the user interface pages can not be accessed if the modem isn't online / synchronized with the ISP's system. Perhaps that's the case for you.

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user_rxo05l

5 Messages

@EG I was unaware of that. Thank you.

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2 months ago

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EG

Expert

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106.9K Messages

2 months ago

You're welcome ! Good luck to you !

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BruceW

Gold Problem Solver

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26K Messages

2 months ago

Please also post the channel ID or number, frequency, and modulation type for each channel. It isn't possible to interpret the stats posted without this information.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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U

user_rxo05l

5 Messages

2 months ago

Internet Plan Speed: 1200 (1.2Gb/s down, 35Mb/s up)
uptime: 1 days 20h: 22m: 20s <-- It's gone out this morning so it's not the router rebooting.
downstream: power levels, SNR (or MER), and error counts for all channels

*Channel ID 20 is the Primary channel

Channel ID	20	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	21	22	23	24	25	26	27	28	29	30	31	32	33	34	48
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
Frequency	507 MHz	405 MHz	411 MHz	417 MHz	423 MHz	429 MHz	435 MHz	441 MHz	447 MHz	453 MHz	459 MHz	465 MHz	471 MHz	477 MHz	483 MHz	489 MHz	495 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	850000000
SNR	38.5 dB	43.6 dB	43.7 dB	43.7 dB	43.5 dB	43.5 dB	43.3 dB	43.3 dB	43.6 dB	43.3 dB	43.4 dB	43.6 dB	43.5 dB	43.3 dB	43.3 dB	43.4 dB	43.4 dB	39.4 dB	42.9 dB	42.8 dB	42.9 dB	42.9 dB	42.9 dB	42.8 dB	42.9 dB	42.9 dB	42.8 dB	42.7 dB	42.7 dB	42.5 dB	42.4 dB	37.5 dB
Power Level	0.8 dBmV	2.5 dBmV	2.4 dBmV	2.5 dBmV	2.3 dBmV	2.4 dBmV	2.4 dBmV	2.2 dBmV	2.3 dBmV	1.9 dBmV	1.9 dBmV	1.8 dBmV	1.6 dBmV	1.5 dBmV	1.2 dBmV	1.1 dBmV	1.0 dBmV	0.6 dBmV	0.6 dBmV	0.4 dBmV	0.3 dBmV	0.3 dBmV	0.2 dBmV	0.1 dBmV	0.4 dBmV	0.3 dBmV	0.4 dBmV	-1.0 dBmV	0.8 dBmV	-1.2 dBmV	-1.2 dBmV	-9.1 dBmV

Channel ID	20	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	21	22	23	24	25	26	27	28	29	30	31	32	33	34	48
Unerrored Codewords	466533036	2645294550	2645304426	2645313566	2645320114	2645320982	2645337147	2645349619	2645357511	2645370792	2645380902	2645390184	2645399329	2645407401	2645432733	2645442256	2645451865	2645461407	2645461026	2645467361	2645475207	2645483442	2645492344	2645503662	2645511735	2645522488	2645529323	2645540014	2645565376	2645561594	2645553532	466533036
Correctable Codewords	465103165	1	1	1	351	3630	1992	56	350	2	1	1	2	1	1	1	1	2	1	2	1	7	1	1	1	5	12	2	1	1	13	465103165
Uncorrectable Codewords	17004	0	0	0	1479	7757	1697	73	1194	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	17004

upstream:

Upstream	Channel Bonding Value
Channel ID	1	2	3	4
Lock Status	Locked	Locked	Locked	Locked
Frequency	16 MHz	22 MHz	29 MHz	35 MHz
Symbol Rate	5120	5120	5120	5120
Power Level	38.5 dBmV	38.3 dBmV	39.3 dBmV	39.8 dBmV
Modulation	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA

complete event log:

Logs in the last 90 days (well more like three since that's when I factory reset)

All logs for Last 90 Days
[Wifi][7811]: WiFi radio radio1 is set to UP	2024/9/15 13:36:36	Notice
[Wifi][7811]: WiFi radio radio1 is set to UP	2024/9/15 13:36:33	Notice
[Wifi][7732]: WiFi radio radio1 is set to UP	2024/9/15 11:28:10	Notice
[Wifi][7732]: WiFi radio radio1 is set to UP	2024/9/15 11:28:08	Notice
[Wifi][7980]: WiFi radio radio1 is set to UP	2024/9/15 02:31:48	Notice
[Wifi][7980]: WiFi radio radio1 is set to UP	2024/9/15 02:31:45	Notice
[Wifi][7413]: SSID Changed	2024/9/15 00:52:47	Notice
[Wifi][7413]: WiFi radio radio2 is set to UP	2024/9/15 00:52:47	Notice
[Wifi][7413]: WiFi radio radio1 is set to UP	2024/9/15 00:52:45	Notice
[Wifi][7413]: SSID Changed	2024/9/15 00:52:44	Notice
[Wifi][7413]: WiFi radio radio2 is set to UP	2024/9/15 00:52:44	Notice
[Wifi][7413]: WiFi radio radio1 is set to UP	2024/9/15 00:52:42	Notice
[Wifi][7413]: SSID Changed	2024/9/14 18:38:38	Notice
[Wifi][7413]: WiFi radio radio2 is set to UP	2024/9/14 18:38:38	Notice
[Wifi][7413]: SSID Changed	2024/9/14 18:38:37	Notice
[Wifi][7413]: WiFi radio radio1 is set to UP	2024/9/14 18:38:37	Notice

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XfinityJeniece

Official Employee

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2.4K Messages

Hey there, user_rxo05l, thanks for reaching out through Xfinity Forums regarding your connection issues. Have you tried any troubleshooting to see if that helps with your connection? I work from home and I know how important it is to have the right signals! We are happy to help if you are still having issues.

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

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2 months ago

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BruceW

Gold Problem Solver

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26K Messages

2 months ago

Thank you. The signal stats look OK except for #48 (850MHz) where the power level is borderline (too low). The error counts on that channel are a bit high as well, along with some of the other channels. If you can't correct these using the troubleshooting tips it would be best to have Comcast send out a tech to find and correct the problem.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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Your Home Network

user_rxo05l

Replace faulty modem

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BruceW

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

user_rxo05l

user_rxo05l

EG

user_rxo05l

EG

BruceW

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

user_rxo05l

XfinityJeniece

BruceW

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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