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user_8w4ql7
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Thursday, June 18th, 2026 1:53 AM

Weird internet outages for the past 6 weeks or so

Hi folks-

I've had an issue with my internet dropping for ~2 minutes at a time at random.

Sometimes I can go days without interruption, and sometimes-like this evening-this happens:

Failure Start       Length
-------------       ------
6/17/2026 8:14:28 PM 0:01:58
LAN OK - 192.168.1.1 responded in 1 ms

6/17/2026 8:17:41 PM 0:02:00
LAN OK - 192.168.1.1 responded in 0 ms

6/17/2026 8:59:28 PM 0:01:55
LAN OK - 192.168.1.1 responded in 0 ms

6/17/2026 9:02:36 PM 0:02:00
LAN OK - 192.168.1.1 responded in 0 ms

6/17/2026 9:05:45 PM 0:03:51 [This is me rebooting]
LAN OK - 192.168.1.1 responded in 0 ms

6/17/2026 9:10:49 PM 0:01:53
LAN OK - 192.168.1.1 responded in 1 ms

6/17/2026 9:13:59 PM 0:01:59
LAN OK - 192.168.1.1 responded in 1 ms

6/17/2026 9:17:07 PM 0:01:55
LAN OK - 192.168.1.1 responded in 1 ms

This is when I first got the program to register the outages each time:

=======================================
6/1/2026 7:24:53 PM Log Start
Ping Target 1: 8.8.8.8 - Google
Ping Target 2: 4.2.2.2 - Level3
Ping Target 3: 1.1.1.1 - Cloudflare
Wait for Ping (milliseconds): 200
Test Interval (seconds): 5
Log Failure Longer Than (seconds): 5
---------------------------------------
Failure Start       Length
-------------       ------
6/1/2026 8:11:26 PM 0:00:46
LAN OK - 192.168.1.1 responded in 1 ms

6/1/2026 8:12:23 PM 0:00:25
LAN OK - 192.168.1.1 responded in 2 ms

6/1/2026 8:12:58 PM 0:00:48
LAN OK - 192.168.1.1 responded in 1 ms

6/1/2026 8:13:56 PM 0:00:36
LAN OK - 192.168.1.1 responded in 1 ms

6/1/2026 8:14:43 PM 0:00:21
LAN OK - 192.168.1.1 responded in 3 ms

6/1/2026 8:15:14 PM 0:00:48
LAN OK - 192.168.1.1 responded in 2 ms

6/1/2026 8:16:12 PM 0:00:17
LAN OK - 192.168.1.1 responded in 1 ms

6/1/2026 8:17:24 PM 0:00:52
LAN OK - 192.168.1.1 responded in 3 ms

6/1/2026 8:18:27 PM 0:00:26
LAN OK - 192.168.1.1 responded in 1 ms

6/1/2026 8:19:03 PM 0:00:27
LAN OK - 192.168.1.1 responded in 2 ms

6/1/2026 8:19:55 PM 0:00:19
LAN OK - 192.168.1.1 responded in 1 ms

6/1/2026 8:20:56 PM 0:00:06
LAN OK - 192.168.1.1 responded in 3 ms

6/1/2026 8:21:12 PM 0:00:14
LAN OK - 192.168.1.1 responded in 1 ms

6/1/2026 8:21:36 PM 0:00:41
LAN OK - 192.168.1.1 responded in 1 ms

6/1/2026 8:22:28 PM 0:00:14
LAN OK - 192.168.1.1 responded in 1 ms

6/1/2026 8:23:04 PM 0:00:12
LAN OK - 192.168.1.1 responded in 1 ms

6/1/2026 8:24:20 PM 0:00:48
LAN OK - 192.168.1.1 responded in 1 ms

6/1/2026 8:25:18 PM 0:00:32
LAN OK - 192.168.1.1 responded in 0 ms

6/1/2026 8:26:00 PM 0:00:12
LAN OK - 192.168.1.1 responded in 3 ms

6/1/2026 8:26:45 PM 0:00:42
LAN OK - 192.168.1.1 responded in 1 ms

6/2/2026 1:22:02 AM 0:00:49
LAN OK - 192.168.1.1 responded in 1 ms

6/2/2026 9:33:15 AM 0:23:48
LAN OK - 192.168.1.1 responded in 2 ms

6/2/2026 10:15:25 AM 0:00:25
LAN OK - 192.168.1.1 responded in 2 ms

6/2/2026 10:33:38 AM 0:00:05
LAN OK - 192.168.1.1 responded in 0 ms

6/2/2026 10:34:09 AM 0:00:18
LAN OK - 192.168.1.1 responded in 2 ms

6/2/2026 10:36:24 AM 0:00:21
LAN OK - 192.168.1.1 responded in 1 ms

6/2/2026 10:37:14 AM 0:00:14
LAN OK - 192.168.1.1 responded in 2 ms

6/2/2026 10:38:44 AM 0:00:55
LAN OK - 192.168.1.1 responded in 3 ms

6/2/2026 10:39:55 AM 0:01:30
LAN OK - 192.168.1.1 responded in 3 ms

6/2/2026 10:43:47 AM 0:00:09
LAN OK - 192.168.1.1 responded in 0 ms

6/2/2026 10:44:13 AM 0:00:05
LAN OK - 192.168.1.1 responded in 2 ms

6/2/2026 10:44:28 AM 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

6/2/2026 11:29:32 AM 0:01:54
LAN OK - 192.168.1.1 responded in 0 ms

6/2/2026 11:32:48 AM 0:01:53
LAN OK - 192.168.1.1 responded in 0 ms

6/2/2026 12:29:27 PM 0:01:56
LAN OK - 192.168.1.1 responded in 1 ms

6/2/2026 12:32:37 PM 0:01:53
LAN OK - 192.168.1.1 responded in 0 ms

6/2/2026 5:44:21 PM 0:02:02
LAN OK - 192.168.1.1 responded in 0 ms

6/2/2026 5:47:40 PM 0:01:56
LAN OK - 192.168.1.1 responded in 0 ms

6/2/2026 5:50:45 PM 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

6/2/2026 5:53:21 PM 0:02:45
LAN OK - 192.168.1.1 responded in 0 ms

6/2/2026 5:57:15 PM 0:01:59
LAN OK - 192.168.1.1 responded in 0 ms

6/2/2026 6:44:30 PM 0:02:01
LAN OK - 192.168.1.1 responded in 0 ms

6/2/2026 7:29:36 PM 0:01:50
LAN OK - 192.168.1.1 responded in 0 ms

6/2/2026 8:14:31 PM 0:01:54
LAN OK - 192.168.1.1 responded in 1 ms

6/2/2026 8:59:36 PM 0:01:48
LAN OK - 192.168.1.1 responded in 0 ms

6/2/2026 9:02:32 PM 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 3:44:28 AM 0:01:55
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 6:59:28 AM 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 7:02:36 AM 0:02:02
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 7:59:28 AM 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 9:59:29 AM 0:01:53
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 10:44:25 AM 0:01:55
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 10:47:30 AM 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 10:50:37 AM 0:01:58
LAN OK - 192.168.1.1 responded in 1 ms

6/3/2026 10:53:50 AM 0:01:57
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 11:44:30 AM 0:01:52
LAN OK - 192.168.1.1 responded in 1 ms

6/3/2026 11:47:44 AM 0:01:55
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 11:50:48 AM 0:01:56
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 11:53:59 AM 0:01:57
LAN OK - 192.168.1.1 responded in 1 ms

6/3/2026 11:57:06 AM 0:02:02
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 12:00:24 PM 0:01:51
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 12:03:29 PM 0:01:53
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 12:06:32 PM 0:01:57
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 12:09:37 PM 0:01:57
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 12:12:45 PM 0:01:54
LAN OK - 192.168.1.1 responded in 1 ms

6/3/2026 12:15:54 PM 0:01:53
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 12:18:57 PM 0:01:57
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 12:22:02 PM 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 12:25:15 PM 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 12:28:23 PM 0:01:57
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 12:31:36 PM 0:01:57
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 1:14:30 PM 0:01:51
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 7:29:31 PM 0:01:56
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 7:32:37 PM 0:01:54
LAN OK - 192.168.1.1 responded in 1 ms

6/3/2026 8:14:29 PM 0:01:54
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 8:17:39 PM 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 8:20:48 PM 0:01:56
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 8:23:54 PM 0:01:56
LAN OK - 192.168.1.1 responded in 1 ms

6/3/2026 8:26:59 PM 0:01:56
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 8:30:06 PM 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 8:33:14 PM 0:01:54
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 8:36:17 PM 0:01:53
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 8:39:26 PM 0:01:52
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 9:29:28 PM 0:01:54
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 10:14:28 PM 0:01:57
LAN OK - 192.168.1.1 responded in 1 ms

6/3/2026 10:17:36 PM 0:01:53
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 10:59:35 PM 0:01:52
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 11:02:49 PM 0:01:54
LAN OK - 192.168.1.1 responded in 3 ms

6/3/2026 11:05:59 PM 0:02:01
LAN OK - 192.168.1.1 responded in 0 ms

6/3/2026 11:09:16 PM 0:02:48
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 2:29:32 AM 0:01:53
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 4:14:27 AM 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 7:29:30 AM 0:01:52
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 7:32:32 AM 0:01:57
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 7:35:38 AM 0:01:57
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 7:38:52 AM 0:01:57
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 7:41:59 AM 0:01:57
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 7:45:11 AM 0:01:56
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 8:29:24 AM 0:01:56
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 9:14:22 AM 0:01:59
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 9:17:38 AM 0:01:48
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 9:20:34 AM 0:01:59
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 9:23:40 AM 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 9:26:51 AM 0:02:59
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 9:30:59 AM 0:01:52
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 9:34:00 AM 0:02:01
LAN OK - 192.168.1.1 responded in 3 ms

6/4/2026 9:37:23 AM 0:01:50
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 9:40:24 AM 0:01:53
LAN OK - 192.168.1.1 responded in 1 ms

6/4/2026 9:43:40 AM 0:01:53
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 9:46:41 AM 0:01:57
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 9:49:54 AM 0:01:58
LAN Failed - No router response

6/4/2026 9:53:10 AM 0:01:54
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 9:56:16 AM 0:01:56
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 9:59:25 AM 0:01:54
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 10:02:40 AM 0:01:51
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 10:05:45 AM 0:01:54
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 10:08:57 AM 0:01:56
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 10:12:08 AM 0:01:50
LAN OK - 192.168.1.1 responded in 3 ms

6/4/2026 10:15:23 AM 0:01:52
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 11:14:33 AM 0:01:53
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 12:14:26 PM 0:02:47
LAN OK - 192.168.1.1 responded in 0 ms

6/4/2026 12:35:08 PM 0:04:00
LAN OK - 192.168.1.1 responded in 5 ms

6/4/2026 12:43:45 PM 0:01:16
LAN OK - 192.168.1.1 responded in 0 ms

6/8/2026 11:44:29 PM 0:01:59
LAN OK - 192.168.1.1 responded in 0 ms

6/9/2026 12:59:28 AM 0:01:59
LAN OK - 192.168.1.1 responded in 0 ms

6/9/2026 1:59:28 AM 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

6/9/2026 2:02:42 AM 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

6/9/2026 2:44:24 AM 0:01:59
LAN OK - 192.168.1.1 responded in 0 ms

6/9/2026 2:47:40 AM 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

6/9/2026 3:29:28 AM 0:01:59
LAN OK - 192.168.1.1 responded in 0 ms

6/9/2026 4:14:25 AM 0:02:04
LAN OK - 192.168.1.1 responded in 0 ms

6/9/2026 4:17:43 AM 0:01:57
LAN OK - 192.168.1.1 responded in 0 ms

6/9/2026 4:20:54 AM 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

6/9/2026 4:59:33 AM 0:02:00
LAN OK - 192.168.1.1 responded in 0 ms

6/9/2026 5:02:44 AM 0:01:59
LAN OK - 192.168.1.1 responded in 0 ms

6/9/2026 5:05:52 AM 0:01:55
LAN OK - 192.168.1.1 responded in 0 ms

6/9/2026 5:08:57 AM 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

6/9/2026 5:59:24 AM 0:02:00
LAN OK - 192.168.1.1 responded in 0 ms

6/9/2026 6:44:25 AM 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

6/9/2026 10:59:25 PM 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

6/9/2026 11:02:33 PM 0:01:53
LAN OK - 192.168.1.1 responded in 0 ms

6/9/2026 11:05:38 PM 0:01:56
LAN OK - 192.168.1.1 responded in 0 ms

6/10/2026 12:59:30 AM 0:01:56
LAN OK - 192.168.1.1 responded in 0 ms

6/10/2026 1:02:40 AM 0:01:59
LAN OK - 192.168.1.1 responded in 0 ms

6/10/2026 2:14:25 AM 0:01:59
LAN OK - 192.168.1.1 responded in 0 ms

6/10/2026 2:17:41 AM 0:01:56
LAN OK - 192.168.1.1 responded in 0 ms

6/10/2026 2:59:33 AM 0:01:56
LAN OK - 192.168.1.1 responded in 0 ms

6/10/2026 3:02:44 AM 0:02:02
LAN OK - 192.168.1.1 responded in 0 ms

6/10/2026 3:05:57 AM 0:01:57
LAN OK - 192.168.1.1 responded in 0 ms

6/10/2026 3:09:05 AM 0:01:55
LAN OK - 192.168.1.1 responded in 0 ms

6/10/2026 3:12:26 AM 0:02:01
LAN OK - 192.168.1.1 responded in 0 ms

6/10/2026 3:59:24 AM 0:01:57
LAN OK - 192.168.1.1 responded in 0 ms

6/10/2026 4:02:31 AM 0:01:57
LAN OK - 192.168.1.1 responded in 0 ms

6/10/2026 4:44:28 AM 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

6/10/2026 5:29:28 AM 0:01:55
LAN OK - 192.168.1.1 responded in 0 ms

6/10/2026 5:32:34 AM 0:01:55
LAN OK - 192.168.1.1 responded in 0 ms

6/10/2026 5:35:40 AM 0:01:57
LAN OK - 192.168.1.1 responded in 0 ms

6/10/2026 5:38:48 AM 0:01:54
LAN OK - 192.168.1.1 responded in 0 ms

6/10/2026 5:41:52 AM 0:01:57
LAN OK - 192.168.1.1 responded in 0 ms

6/10/2026 6:29:27 AM 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

6/10/2026 8:29:28 AM 0:01:53
LAN OK - 192.168.1.1 responded in 0 ms

6/10/2026 10:26:45 AM 0:03:41
LAN OK - 192.168.1.1 responded in 1 ms

6/11/2026 12:00:49 PM 0:01:42
LAN OK - 192.168.1.1 responded in 4 ms

6/11/2026 12:14:29 PM 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

6/11/2026 12:16:58 PM 0:00:23
LAN OK - 192.168.1.1 responded in 1 ms

6/11/2026 1:14:25 PM 0:02:19
LAN OK - 192.168.1.1 responded in 0 ms

6/11/2026 1:21:04 PM 0:00:06
LAN OK - 192.168.1.1 responded in 2 ms

---------------------------------------
6/11/2026 4:22:06 PM Log End
Monitor Duration 236:56:57
Failure Summary:
 Count  167
 Total Downtime 5:06:25
 % Downtime 2.16
 Minimum Length 0:00:05
 Maximum Length 0:23:48
 Average Length 0:01:50
=======================================

I had a tech come out. He said the signal was too high.
He ended up putting an attenuator on the line, along with 3 splitters to drop the signal.

The modem level is pretty normal:

 Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 28 567.0 -8.0 41.0 0 0
   2 Locked QAM256 13 477.0 -7.6 41.5 0 0
   3 Locked QAM256 14 483.0 -7.6 41.4 0 0
   4 Locked QAM256 15 489.0 -7.9 41.3 0 0
   5 Locked QAM256 16 495.0 -7.7 41.5 0 0
   6 Locked QAM256 17 501.0 -7.7 41.4 0 0
   7 Locked QAM256 18 507.0 -7.8 41.4 0 0
   8 Locked QAM256 19 513.0 -7.7 41.5 0 0
   9 Locked QAM256 20 519.0 -7.8 41.4 0 0
   10 Locked QAM256 21 525.0 -7.6 41.4 0 0
   11 Locked QAM256 22 531.0 -8.0 41.3 0 0
   12 Locked QAM256 23 537.0 -8.0 41.1 0 0
   13 Locked QAM256 24 543.0 -8.2 41.0 0 0
   14 Locked QAM256 25 549.0 -8.2 41.0 0 0
   15 Locked QAM256 26 555.0 -8.4 40.8 0 0
   16 Locked QAM256 27 561.0 -8.3 40.9 0 0
   17 Locked QAM256 29 573.0 -8.2 41.0 0 0
   18 Locked QAM256 30 579.0 -7.7 41.2 0 0
   19 Locked QAM256 31 585.0 -8.1 40.9 0 0
   20 Locked QAM256 32 591.0 -7.8 41.0 0 0
   21 Locked QAM256 33 597.0 -7.9 41.1 0 0
   22 Locked QAM256 34 603.0 -8.2 41.0 0 0
   23 Locked QAM256 35 609.0 -8.1 41.0 0 0
   24 Locked QAM256 36 615.0 -8.4 40.7 0 0
   25 Locked QAM256 37 621.0 -8.2 40.8 0 0
   26 Locked QAM256 38 627.0 -8.6 40.6 0 0
   27 Locked QAM256 39 633.0 -8.7 40.6 0 0
   28 Locked QAM256 40 639.0 -8.6 40.4 0 0
   29 Locked QAM256 41 645.0 -9.1 40.1 0 0
   30 Locked QAM256 42 651.0 -8.9 40.3 0 0
   31 Locked QAM256 43 657.0 -9.3 40.0 0 0
   32 Locked QAM256 44 663.0 -9.5 39.9 0 0
   33 Locked OFDM PLC 193 690.0 -9.4 39.0 35181313 0
   34 Locked OFDM PLC 194 957.0 -26.0 27.8 5763700 31018179


...unless I'm reading this wrong.

Is this an outside device issue?

Help, please. It [Edited: "Language"] when I have to reload streaming when this happens.


Thanks!



Question

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Updated 

1 month ago

 • Edited

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XfinityAbby

Official Employee

 • 

1.1K Messages

1 month ago

Hello @user_8w4ql7, thank you for reaching out on our community forum! I would like to dig deeper in to the account and see what may be going on. Do you have your own separate router? 

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user_8w4ql7

Visitor

 • 

3 Messages

@XfinityAbby​ I have a separate router, yes.

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1 month ago

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XfinityMatthew

Official Employee

 • 

2K Messages

@user_8w4ql7 Please send us a direct message with your full name and service address and we will run some tests to try and determine the issue. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon 
Click the "Start New Conversation" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "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. 

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 as Best Answer.tick

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1 month ago

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EG

Expert

 • 

119.5K Messages

1 month ago

@user_8w4ql7 

The downstream power is on the low / weak side (out of spec on many channels, especially the OFDM channel 34, which is WAY out of spec), and it may be intermittently fluctuating even lower. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/reconfigured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.

Also, check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, or animal chews.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


Good luck with it !

(edited)

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user_8w4ql7

Visitor

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3 Messages

@EG​ the attenuator/splitters are from the tech. I'm an internet only customer.

What do you think of this guide?

https://help.motorolanetwork.com/kb/general/evaluating-your-cable-internet-connection-d05e8664f4ec971a

Thanks.


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1 month ago

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EG

Expert

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119.5K Messages

1 month ago

It's ok, but we already know that there is a connection quality / signal / line impairment somewhere.

If there is nothing more that can be done to improve the connection quality, then you'll need a tech visit as stated. 


Bear in mind that if the premises-facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it up to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.


Good luck !

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