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Meowington
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Monday, August 11th, 2025

xfinity support

I have an Arris modem, since installing I have dropped service every 5 to 10 minutes

Arris says signal levels are outside the range, specifically: "contact xfinity and ask them to adjust cable signal levels; upstream acceptable range is 45-51 dBmV, and yours are 42-43

Where do I go to make this request? I cannot find any way of speaking or chatting live that works.

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10 days ago

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XfinityBradM

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955 Messages

12 days ago

@Meowington Have you gotten the opportunity to review appropriate signal levels from an awesome post from one of our experts? They offer suggestions that you can attempt from your end to get the signal to a better level. Let us know if any of those options work for you or if you're still needing assistance! 

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Meowington

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@XfinityBradM​ thx for the reply, brad!

There are no splitters on my run, but there are 2 barrel connectors on a coax that is less than 100' total, one barrel is high quality, the second appears to be an inexpensive version

Upstream channel power looks like this:

1-4: 40,41,40,40 dBmV

Arris insists that the proper upstream power for the SB8200 should be between 45 - 51

Let me know if this helps

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10 days ago

XfinityBradM

Official Employee

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955 Messages

Thank you for providing that information. There could be some impairments in the line and our team can take a closer look at the signal entering and leaving the modem and offer some solutions. If you could please send me a DM with your first and last name along with your full-service address, we can get started.

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
Click the "New message" (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
See https://comca.st/3KQF8q9 for an example.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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10 days ago

EG

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112.8K Messages

10 days ago

@Meowington @XfinityBradM 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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