1 Message
Xfinity Modem/Router frequently restarting itself.
Hello, for the past several days I've been dealing with issues with the XB3 (TG1682G) modem restarting itself seemingly randomly. This is occurring around every 5 - 30mins. To my knowledge, nothing has changed.
I have attempted the following, with no success:
- Checked for outages
- Rebooted the modem
- Swapped out the power cable for the modem
- Swapped out the coax cable between the wall port and the modem
- Factory reset the modem
- Tried connecting to another coax wall port (there is a splitter somewhere)
- Exchanged the XB3 modem (still having the same issues with the replacement)
Theories:
- Perhaps the splitter has just randomly gone bad?
- Maybe the modem is faulty and I got unlucky with the exchange being another faulty modem?
I'm leaning towards the splitter being the problem at this point. Seems unlikely to get 2 bad modems..
Here are the connection stats:
|
Downstream
|
Channel Bonding Value | ||||||||||||||||||||||||||||||||
| 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
|
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 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
|
Not Locked
|
Not Locked
|
Not Locked
|
Not Locked
|
Not Locked
|
Not Locked
|
Not Locked
|
Not Locked
|
|
| Frequency |
447.00 MHz
|
429.00 MHz
|
435.00 MHz
|
441.00 MHz
|
453.00 MHz
|
459.00 MHz
|
465.00 MHz
|
471.00 MHz
|
477.00 MHz
|
483.00 MHz
|
489.00 MHz
|
495.00 MHz
|
501.00 MHz
|
507.00 MHz
|
513.00 MHz
|
519.00 MHz
|
525.00 MHz
|
531.00 MHz
|
537.00 MHz
|
543.00 MHz
|
549.00 MHz
|
555.00 MHz
|
561.00 MHz
|
567.00 MHz
|
|||||||||
| SNR |
40.95 dB
|
40.95 dB
|
43.38 dB
|
40.95 dB
|
43.38 dB
|
40.37 dB
|
40.37 dB
|
40.37 dB
|
43.38 dB
|
43.38 dB
|
40.95 dB
|
40.95 dB
|
40.37 dB
|
40.95 dB
|
43.38 dB
|
43.38 dB
|
40.95 dB
|
40.95 dB
|
40.95 dB
|
40.37 dB
|
40.95 dB
|
40.95 dB
|
40.37 dB
|
40.95 dB
|
|||||||||
| Power Level |
-4.40 dBmV
|
-3.70 dBmV
|
-3.70 dBmV
|
-3.80 dBmV
|
-3.70 dBmV
|
-5.10 dBmV
|
-4.20 dBmV
|
-4.20 dBmV
|
-4.20 dBmV
|
-3.90 dBmV
|
-3.50 dBmV
|
-3.70 dBmV
|
-3.20 dBmV
|
-2.80 dBmV
|
-3.00 dBmV
|
-2.50 dBmV
|
-2.80 dBmV
|
-3.50 dBmV
|
-3.80 dBmV
|
-4.90 dBmV
|
-5.30 dBmV
|
-4.70 dBmV
|
-4.60 dBmV
|
-4.20 dBmV
|
|||||||||
| 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
|
|||||||||
|
Upstream
|
Channel Bonding Value | ||||||||
| Index |
1
|
2
|
3
|
4
|
5
|
6
|
7
|
8
|
|
|---|---|---|---|---|---|---|---|---|---|
| Lock Status |
Locked
|
Not Locked
|
Locked
|
Not Locked
|
Not Locked
|
Not Locked
|
Not Locked
|
Not Locked
|
|
| Frequency |
35.60 MHz
|
0.00 MHz
|
29.20 MHz
|
||||||
| Symbol Rate |
5120 KSym/s
|
0 KSym/s
|
5120 KSym/s
|
||||||
| Power Level |
54.00 dBmV
|
0.00 dBmV
|
54.00 dBmV
|
||||||
| Modulation |
64 QAM
|
QPSK
|
64 QAM
|
||||||
| Channel Type |
DOCSIS2.0 (ATDMA)
|
(Unknown)
|
DOCSIS2.0 (ATDMA)
|
||||||
| CM Error Codewords | ||||||||||||||||||||||||||||||||
| Unerrored Codewords |
98602144
|
95982254
|
95983212
|
95984144
|
95974790
|
95986963
|
95989553
|
95988787
|
95974875
|
95980509
|
95993459
|
95994610
|
95983896
|
95997302
|
95998923
|
95993305
|
96000381
|
96003760
|
96005429
|
96006558
|
95978229
|
96010346
|
96011506
|
96013056
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Correctable Codewords |
0
|
2
|
0
|
0
|
7
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
20
|
15
|
20
|
0
|
12
|
0
|
0
|
0
|
6
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
| 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
|
Any ideas or help would be much appreciated!
EG
Expert
•
110K Messages
2 years ago
There are only two upstream channels locked in and their power levels are too high / out of spec. The downstream power levels are on the low side as well. Seems that there is an RF signal / line impairment somewhere. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
Some stuff that you can try that may or may not apply. YMMV. 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/re-configured. 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, etc.
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 !
0
0
XfinityChelseaB
Official Employee
•
1.6K Messages
2 years ago
Hello @chrisddr77, Thanks so much for taking a moment out of your day to leave a post on our community forum. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
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0
EG
Expert
•
110K Messages
2 years ago
What will that do ? The problem is obvious. Troubleshooting steps have already been given...
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