Re: Experiencing internet Service Drops with Xfinity XB6 - Xfinity Help and Support Forums

natedoggy28 · ‎03-24-2020

Hello - We have been having intermittent internet issues for a few weeks now, so I'll list everything that has led to this point.

- Feb 29th - Tech came to the house because I had complained that my speeds had become very slow. I'm on the 1GB plan and I was getting 20 meg downloads and sometimes even 5 or less. He determined the cable running from the box/node in the yard was damaged, so he replaced the cable and ran a new one from the node in the yard to the house. Everything seemed fine, no issues after this, speeds were good. The only caveat was that the cable was just laying across the yard until it was to be buried within the next couple weeks.

- March 9th - Cable is buried. Both internet and Cable are completely down, but they had left before we got home from work so I call and they can't come out until the next day.

March 10th - 2 Xfinity Technicians show up at the house, and they looked in the box/node out in the yard and told me something wasn't hooked up correctly at the box/node in the yeard. They said they corrected that issue, and all seemed to be working well again but I soon noticed that I was having frequent drops of the internet and I eventually discovered that the XB6 would eventually reset itself. This has been ongoing, and some days are better than others. but it seems to happen at various random times during the day. I also need to be clear that is NOT just happening to the wifi. I have a hard wired PC connected with a CAT 6 cable and it is down as well when this happens.

March 18th - Called Xfinity and they told me to go into the xfinity store here and swap out the XB6 for another.

March 19th - Swapped out Xfinity modem for a new one, and it dropped a couple times pretty much right away, but I just figured maybe it was updating firmware or registering itself again or something. However it still dropped 2 more times this evening so I called and scheduled another Technician to come out.

March 20th - Technician comes out to the house again, this time they install a brand new cable from the box on my house, and run the new cable into the house and to the area where the XB6 Gateway is, and even installed a new splitter. Tech left around 3pm assuring me I was good to go, and 3 hours later we had 3 more drops.

March 21st - Saturday, internet traffic should be low, right? Maybe? No, not correct. We had several outages this day between 11AM and 4PM, then a couple more around 6PM.

March 22nd - No issues, worked perfectly all day

March 23rd - No issues, worked perfectly all day.

March 24th - Outages between 2:30-2:50 and then more outages between 6:20 and 6:48.

I've been running a continuous ping to 8.8.8.8 (Google's DNS servers I believe) since Saturday and writing to a logfile, so I can show every instance of every outage since then.

Typicaly the logs look like this when it starts to have issues:

3/24/2020 6:38:24 PM – Reply from 8.8.8.8: bytes=32 time=20ms TTL=53
3/24/2020 6:38:25 PM – Reply from 8.8.8.8: bytes=32 time=19ms TTL=53
3/24/2020 6:38:29 PM – Request timed out.
3/24/2020 6:38:34 PM – Request timed out.
3/24/2020 6:38:39 PM – Request timed out.
3/24/2020 6:38:44 PM – Request timed out.
3/24/2020 6:38:49 PM – Request timed out.
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3/24/2020 6:39:19 PM – Request timed out.
3/24/2020 6:39:24 PM – Request timed out.
3/24/2020 6:39:29 PM – Request timed out.
3/24/2020 6:39:31 PM – Reply from 73.48.25.240: Destination host unreachable.
3/24/2020 6:39:34 PM – Reply from 73.48.25.240: Destination host unreachable.
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3/24/2020 6:39:46 PM – Reply from 73.48.25.240: Destination host unreachable.
3/24/2020 6:39:49 PM – Reply from 73.48.25.240: Destination host unreachable.
3/24/2020 6:39:52 PM – Request timed out.
3/24/2020 6:39:54 PM – Reply from 73.48.25.240: Destination host unreachable.
3/24/2020 6:39:57 PM – Reply from 73.48.25.240: Destination host unreachable.
3/24/2020 6:40:00 PM – Request timed out.
3/24/2020 6:40:02 PM – Reply from 73.48.25.240: Destination host unreachable.
3/24/2020 6:40:05 PM – Reply from 73.48.25.240: Destination host unreachable.
3/24/2020 6:40:08 PM – Reply from 73.48.25.240: Destination host unreachable.
3/24/2020 6:40:11 PM – Request timed out.

I have more logs if you need them and can post the upstream and downstream values but from what I've seen in other posts, they are in the recommended ranges.

Also, I really need this fixed. I work from home more than ever now. I can't have this dropping several times a day while I'm on teams and webex meetings. If this can't be resolved soon, I'm going to have to switch to another provider.

EG · ‎03-24-2020

@natedoggy28 wrote:

and can post the upstream and downstream values but from what I've seen in other posts, they are in the recommended ranges.

Please do so. Can't hurt.

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

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jqueener · ‎03-25-2020

I'm having the same problem just installed mine yesterday today i lost connection multible times. Tech is coming out tommorow. I just upgraded to 1000 mbs and so far its more problemact then the old modem with 150 mbs. Speed test show no difference then before DLS about 95mbs, I may just cancel and go with another provider.

natedoggy28 · ‎03-25-2020

Based on what I've been reading, all of these values are in the acceptable range.

Downstream

Channel Bonding Value

Index

36

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

34

35

37

38

48

Lock Status

Locked

Frequency

597 MHz

423 MHz

435 MHz

441 MHz

447 MHz

453 MHz

459 MHz

465 MHz

471 MHz

477 MHz

483 MHz

489 MHz

495 MHz

501 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

603 MHz

609 MHz

690 MHz

611600000

SNR

42.5 dB

42.4 dB

42.6 dB

42.5 dB

42.4 dB

42.3 dB

42.4 dB

42.5 dB

42.6 dB

42.5 dB

42.6 dB

42.5 dB

42.6 dB

42.7 dB

42.6 dB

42.5 dB

0.0 dB

NA

Power Level

1.7 dBmV

1.6 dBmV

1.8 dBmV

1.6 dBmV

1.5 dBmV

1.3 dBmV

1.2 dBmV

1.1 dBmV

1.0 dBmV

1.1 dBmV

1.2 dBmV

1.3 dBmV

1.4 dBmV

1.5 dBmV

1.8 dBmV

1.7 dBmV

1.6 dBmV

1.8 dBmV

1.7 dBmV

1.8 dBmV

1.7 dBmV

1.5 dBmV

0.7 dBmV

NA

Modulation

256 QAM

OFDM

natedoggy28 · ‎03-25-2020

Here's the upstream

Upstream	Channel Bonding Value
Index	1	2	3	4
Lock Status	Locked	Locked	Locked	Locked
Frequency	37 MHz	31 MHz	25 MHz	18 MHz
Symbol Rate	5120	5120	5120	5120
Power Level	43.3 dBmV	43.5 dBmV	43.0 dBmV	43.3 dBmV
Modulation	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA

EG · ‎03-25-2020

The stats are all good. Can you find any modem RF error log entries anywhere ? If so, please post them as well.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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natedoggy28 · ‎03-25-2020

There are no RF errors in any of the logs.

Also, there was apparently maintenance in the area this morning for a few hours, so service was up and down quite a bit. For whatever reason, I had to unplug the XB6 gateway to get back online, but now the 2.4 ghz wifi frequency is dithered out in the 10.0.0.1 GUI, almost like the 2.4 ghz radio is no longer functional. I posted a screenshot, but not sure you can see it, I've read new posters need to be granted access to post pictures.

EG · ‎03-25-2020

Since you are a new poster, it needs to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting it at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to it here.

If you are not using any Xfi Pods, you can try separating the 2.4 and the 5.0 bands and give them two different broadcast names / SSID's;

https://www.xfinity.com/support/articles/change-wifi-mode-admin-tool-xfinity-xfi

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!

natedoggy28 · ‎03-25-2020

Hello - Thank you for replying again. I already had 2 seperate SSID's for the 2.4 and 5, has been that way for since July 28th 2017 when I started this service with Xfinity. I do appreciate your replies, but I don't want to derail the discussion with the wifi issue, that's partially my fault for bringing that up. I would prefer we focus on the main issue I need resolved, which is the internet going out for 6-8 minutes several times a day. It seems to take the XB6 that long to re-register or reset itself once it loses communication. I think it's time another tech came out and figure this out.

These are pings I am running and this is only since 4:25 PM today. This is the past 20 minutes or so. Again, this is just a snippet of the log file of me pinging Google's DNS server, this goes on all day long.

3/25/2020 4:25:24 PM – Reply from 8.8.8.8: bytes=32 time=21ms TTL=53
3/25/2020 4:25:25 PM – Reply from 8.8.8.8: bytes=32 time=44ms TTL=53
3/25/2020 4:25:30 PM – Request timed out.
3/25/2020 4:25:35 PM – Request timed out.
3/25/2020 4:25:40 PM – Request timed out.
3/25/2020 4:25:45 PM – Request timed out.
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3/25/2020 4:25:55 PM – Request timed out.
3/25/2020 4:26:00 PM – Request timed out.
3/25/2020 4:26:03 PM – Reply from 73.48.25.240: Destination host unreachable.
3/25/2020 4:26:06 PM – Reply from 73.48.25.240: Destination host unreachable.
3/25/2020 4:26:09 PM – Request timed out.
3/25/2020 4:26:11 PM – Reply from 73.48.25.240: Destination host unreachable.
3/25/2020 4:26:14 PM – Reply from 73.48.25.240: Destination host unreachable.
3/25/2020 4:26:17 PM – Request timed out.
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3/25/2020 4:26:28 PM – Request timed out.
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3/25/2020 4:26:37 PM – Request timed out.
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3/25/2020 4:26:48 PM – Reply from 73.48.25.240: Destination host unreachable.
3/25/2020 4:26:51 PM – Request timed out.
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3/25/2020 4:26:58 PM – Reply from 73.48.25.240: Destination host unreachable.
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3/25/2020 4:27:42 PM – Request timed out.
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3/25/2020 4:27:50 PM – Request timed out.
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3/25/2020 4:28:13 PM – Request timed out.
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3/25/2020 4:30:55 PM – Request timed out.
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3/25/2020 4:31:37 PM – Reply from 8.8.8.8: bytes=32 time=24ms TTL=53
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