Visitor
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2 Messages
upstream power levels too low
I have an Arris SB6190 that has been losing internet connection every night for about 6 months (since day 1 after I bought this modem). I have talked to Arris and they say that the upstream power levels need to be between 45 and 54 dbmv. Mine are all around 32-35. I have been getting conflicting info every time I call to talk to support. Some people say they will boost my levels and that they are pushing it my way and others say 35 is all you are going to get and that your modem should work fine. Regardless, my levels have not changed after multiple attempts and the last guy told me to get a new modem. I am willing to get a new modem if it will fix the problem, but I am not convinced that a new modem will solve this problem. Any recommendations? Please help!
XfinityDena
Official Employee
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2.8K Messages
2 years ago
Thank you for reaching out. I am sorry to hear about your signal issue. I want to make sure we are respecting your time and not repeat the steps you have taken previously. What additional troubleshooting steps have you taken?
I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!
Per the modem, if you did get a new one uou would want to visit the link: https://mydeviceinfo.xfinity.com/ to check on compatible modems. As long as the modem is a modem/ router combination you would not need to get separate equipment.I want to let you know that there are great benefits to using our Xfinity modem https://www.xfinity.com/support/articles/why-rent-wireless-gateway.
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user_96facc
Visitor
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2 Messages
2 years ago
An Xfinity technician came out when I first started experiencing this issue and he checked the cable and replaced all the connections between the pedestal and my modem. He said everything checked out. In addition to having the technician out, I have tried multiple times to get Xfinity to raise my upstream power levels, and I restart my modem daily. What else is there to do? I have been hesitant to replace the modem because I am worried that the new modem will want upstream power levels above 32-35 dbmv. My connection is lost sometime between midnight and 4am almost every day. About one day a week, I do not lose connection and there are days when the connection loss happens at a different time of day. The app makes restarting the modem easy, but I don't want to keep having to do it every day.
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BruceW
Gold Problem Solver
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26.2K Messages
2 years ago
Arris began saying that upstream power should be "at least 45 dBmV" several years ago. I don't know why, because it's complete nonsense. The upstream power levels are controlled automatically and continuously by Comcast's equipment and do not need to be above 45 dBmV. That's because, as long as upstream power is not maxed out, what's important is not the level at the modem, it's the level (and quality) of the modem's signal as received at Comcast, which they control by adjusting the modem's transmit power. In fact, many customers have service that works perfectly fine with upstream modem power levels below 45 dBmV. Some even operate with the upstream below 35 dBmV. Comcast's signal level ranges are given in https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9. If Arris' products did not work in those ranges, CableLabs and Comcast would never approve the devices.
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