Summary

The XB8's status page under under Gateway > Connection > XFINITY Network is missing stats for Downstream, Upstream, & Codewords tables, it displays zeros or blank columns. These were displaying correctly, up until 2024/09/24 after it rebooted itself.

* Internet performance did not change after this, but noticed the firmware version did change.

Example of the issue

Just one example, missing data changes when the page is refreshed.
Page from http://10.0.0.1/network_setup.jst

Example 2

What stats are missing change almost everytime you refresh the page:

Full details of my XB8 Modem

My Plan

Observed Channels (before issue)

The table used to show these columns on the page:

Downstream: 32 Channels (256 QAM + OFDM)
Upstream: 8 Channels (QAM)

Suspected Root Cause - Firmware Bug 🐛

I made no change to the XB8 myself. These stats were working fine before it rebooted itself overnight then I observed it went from firmware version "Prod_22.2_d31 & Prod_22.2" to "Prod_23.2_231009 & Prod_23.2_231009", so this almostly certainly seems like a firmware bug.

* I am guessing "Software Image Name" changed too, but I didn't happen catch what the old name was.

Troubleshooting 

* Tried rebooting the XB8 twice from the Troubleshooting > Reset / Restore Gateway page

* Waited a few minutes after rebooting before checking the stats page

* Refreshed the page many times, most of the noted stats are missing

* Factory reset

   - Went to "Troubleshooting > Reset / Restore Gateway"  then pressed "Restore Factory Settings".

* Unplugging the XB8 for 30 seconds
* Different browsers and computers / devices
  - WIndows 11 - Chrome & Firefox

  - Windows 10 - Chrome

  - Android - Chrome
  - macOS - Safari
* Viewed on ethernet and Wifi
* Inspected the HTML - Fields that are missing data are really not in the HTML

    - In the table the <td> tags contain <div> tags, but they have 0 or no string value at all. Stats that are visible in the browser are in the HTML, so I am looking at the correct spot. So in conclusion, not a browser rendering issue.

Status

Current - Ticket open with "Advanced Repair Team"

Two Xfinity support employees were able to reproduce the issue and escalated it to the "Advanced Repair Team". Unfortunately however, they reported back they can't reproduce the issue. 

* I suggested that the two Xfinity teams work together internally would be faster, but happy to try more things still.

History

2024/10/04

On 2024/10/03, I chatted with Xfinity and they were able to reproduce this issue as well. They opened a ticket with the "Advanced Repair Team" so they can look into the issue.

In my chat with support they also noted these stats might be moved to the "Xfinity App", but I personally doubt that, as the app is more high-level / customer friendly where these stats are more "prosumer" focused. I believe Xfinity support just said that as it's probably Xfinity's plan to move more stuff into the app, but they said may/might as they are probably don't know exactly what will be moved.

As a prosumer myself I want these stats to stay accessible from the Cable device itself for two reasons:

1. If the connection is bad enough the device won't be able to upload them to Xfinity's server, nor would my devices be able to get a internet connection to fetch the stats through the app to their server either.
2. I want keep my automated monitoring of these stats. I use this to know if my internet hiccups are related to coax RF noise or power levels or something else.

2024/10/05

Support got back to me but "Advanced Repair Specialists" could not reproduce the issue. They asked me to try different web browsers (I already put this in my post here) and I let them know that Xfinity support people "XfinityPersonA" and "XfinityPersonB" can reproduce the issue so suggested those to teams might be able to help reproduce faster internally. However I told them I was happy to try more things.

I also noted:

Since your "Advanced Repair Specialists" could not reproduce but those Xfinity support employees can (as well as me, and a few others) there must be some differences in the test setup; such as firmware version, hardware revision, or DOCSIS provisioning.