Community Forum

Connectivity Drops

New Poster

Connectivity Drops

I've been having consistent disconnects every 20-30 minutes that usually last 4-5 seconds on multiple devices, [Laptop(Ethernet), Desktop(Ethernet), and Mobile Phone(Wifi)] over the past month or so. Generally it's noticeable due to using applications that drop service completely if disconnected from the internet briefly.

 

As far as troubleshooting goes, I've gone ahead and reinstalled Windows on the Desktop and Laptop, powercycled the XB6 gateway multiple times and have had the online support agent send refresh signals to the gateway. I've exchanged the XB6 gateway with another of the same model through my local xfinity agent and changed out the Ethernet cables going between the gateway and the ethernet capable devices. Testing out another coax cable didn't fix the issue either. Powercycling the gateway results in it being solved for a couple hours only for it to appear once again.

 

CM Error Codewords
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
Unerrored Codewords
2226883170
2815960044
2815963917
2815968561
2815973993
2815979689
2815984774
2815988558
2816010394
2816015863
2816023784
2816023152
2816031599
2816037081
2816041310
2816045875
2816075445
2816078843
2816086017
2816093445
2816097832
2816101584
2816106123
2816112704
2816114840
2816119632
2816126110
2816130091
2816135892
2816135072
2816139959
2226883170
Correctable Codewords
261244891
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
261244891
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
Upstream
Channel Bonding Value
Index
1
2
3
Lock Status
Locked
Locked
Locked
Frequency
35 MHz
29 MHz
23 MHz
Symbol Rate
5120
5120
5120
Power Level
47.0 dBmV
46.5 dBmV
45.8 dBmV
Modulation
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
Downstream
Channel Bonding Value
Index
29
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
30
31
32
33
 
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
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
651 MHz
483 MHz
489 MHz
495 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
627 MHz
633 MHz
639 MHz
645 MHz
657 MHz
663 MHz
669 MHz
690 MHz
611600000
SNR
41.1 dB
42.3 dB
42.2 dB
42.3 dB
42.4 dB
42.4 dB
42.3 dB
42.5 dB
42.4 dB
42.3 dB
42.6 dB
42.6 dB
42.4 dB
42.2 dB
42.1 dB
42.0 dB
41.9 dB
42.0 dB
41.9 dB
41.5 dB
41.6 dB
41.5 dB
41.2 dB
41.3 dB
41.3 dB
41.3 dB
41.2 dB
41.3 dB
40.8 dB
40.8 dB
41.0 dB
40.2 dB
NA
Power Level
4.2 dBmV
3.5 dBmV
3.7 dBmV
3.9 dBmV
4.1 dBmV
4.1 dBmV
4.1 dBmV
4.1 dBmV
4.2 dBmV
4.3 dBmV
4.4 dBmV
4.4 dBmV
4.2 dBmV
4.1 dBmV
4.1 dBmV
4.0 dBmV
4.1 dBmV
4.4 dBmV
4.6 dBmV
4.5 dBmV
4.5 dBmV
4.3 dBmV
4.2 dBmV
4.4 dBmV
4.7 dBmV
4.7 dBmV
4.6 dBmV
4.6 dBmV
4.3 dBmV
4.7 dBmV
5.1 dBmV
4.5 dBmV
NA
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
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
OFDM
New Poster

Re: Connectivity Drops

Figured I'd upload more snapshots.

Cable Modem

HW Version: 2.2
Vendor: Technicolor
BOOT Version: S1TC-3.49.18.14
Core Version: 1.0
Model: CGM4140COM
Product Type: XB6
Flash Part: 8192 MB
Download Version: Prod_18.1_d31 & Prod_18.1
Serial Number: 152930069333206999
Downstream
Channel Bonding Value
Index
5
2
3
4
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
33
 
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
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
507 MHz
483 MHz
489 MHz
495 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
627 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
690 MHz
611600000
SNR
42.5 dB
42.3 dB
42.4 dB
42.2 dB
42.4 dB
42.5 dB
42.4 dB
42.5 dB
42.5 dB
42.6 dB
42.5 dB
42.3 dB
42.3 dB
42.2 dB
42.1 dB
41.9 dB
41.9 dB
41.8 dB
41.6 dB
41.6 dB
41.5 dB
41.4 dB
41.3 dB
41.4 dB
41.2 dB
41.2 dB
41.4 dB
41.1 dB
40.9 dB
40.9 dB
41.0 dB
40.4 dB
NA
Power Level
4.8 dBmV
4.2 dBmV
4.3 dBmV
4.6 dBmV
4.8 dBmV
4.8 dBmV
4.9 dBmV
5.0 dBmV
5.0 dBmV
5.1 dBmV
5.1 dBmV
5.0 dBmV
4.9 dBmV
4.9 dBmV
4.7 dBmV
4.9 dBmV
5.1 dBmV
5.4 dBmV
5.3 dBmV
5.3 dBmV
5.0 dBmV
5.0 dBmV
5.2 dBmV
5.5 dBmV
5.5 dBmV
5.4 dBmV
5.4 dBmV
5.1 dBmV
5.2 dBmV
5.6 dBmV
6.0 dBmV
5.4 dBmV
NA
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
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
OFDM
Upstream
Channel Bonding Value
Index
1
2
3
Lock Status
Locked
Locked
Locked
Frequency
35 MHz
29 MHz
23 MHz
Symbol Rate
5120
5120
5120
Power Level
47.0 dBmV
46.3 dBmV
45.5 dBmV
Modulation
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
CM Error Codewords
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
Unerrored Codewords
1708324838
1727197228
1727203432
1727233039
1727223501
1727248186
1727249320
1727251564
1727264101
1727270586
1727254252
1727285332
1727289138
1727288937
1727295584
1727280674
1727352037
1727331808
1727368124
1727363454
1727375119
1727380988
1727384637
1727399047
1727365651
1727374501
1727402103
1727388534
1727414740
1727417097
1727426259
1708324838
Correctable Codewords
191460298
253
213
273
235
239
273
230
269
212
235
236
212
258
241
196
265
260
259
256
258
264
266
261
219
231
250
245
281
248
273
191460298
Uncorrectable Codewords
0
1261
1086
1255
1315
1295
1266
1303
1263
1323
1304
1326
1319
1273
1285
1197
1396
1400
1390
1385
1389
1378
1352
1383
1198
1184
1412
1163
1337
1370
1371
0