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Frequent, intermittent Internet outages

Regular Visitor

Frequent, intermittent Internet outages

I have Xfinity Xtreme home internet service with a Motorola MT7711 cable modem. It worked fine for a few months, but for the past several weeks I have been experiencing multiple, frequent loss of connectivity to the internet daily. My wife and I both work form home, and our kids are in a hybrid learning situation, so it's really impeding our productivity.


I spent an hour on the phone with Comcast earlier this week, and they sent some remote resets to my modem, but that didn't help. They said I should receive a call from a technician within 24 hours, and that call never came.


Today I've already had several disrupts today. Logs and disgnostic info insterted below.


 Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked ATDMA 4 5120 16.4 37.5
2 Locked ATDMA 1 5120 35.6 40.5
3 Locked ATDMA 2 5120 29.2 39.8
4 Locked ATDMA 3 5120 22.8 38.8
5 Locked ATDMA 5 1280 39.6 38.8
6 Not Locked Unknown 0 0 0 0.0
7 Not Locked Unknown 0 0 0 0.0
8 Not Locked Unknown 0 0 0 0.0

  ChannelLock StatusModulationChannel IDFreq. (MHz)Pwr (dBmV)SNR (dB)CorrectedUncorrected
Total      181073268158
Here's a link to my event logs
Thanks in advance for any assistance!
Regular Visitor

Re: Frequent, intermittent Internet outages

This seems very similar to other posts. I have minimized the coax connection to my modem, removing and extender. It’s the main line into the house. We don’t have cable TV, so no splitters, nothing else is hooked up.

Comcast was supposed to dispatch a tech, that never happened.

I’ve posted my log data, can anyone help interpret it? I don’t know what I’m looking for.

Re: Frequent, intermittent Internet outages

The signal stats are o/k but the error log entries indicate that something is going on. And there are generally more uncorrected bit errors than corrected errors. That's not a good thing. Perhaps there is noise ingress into the line(s) somewhere.


There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Official Employee

Re: Frequent, intermittent Internet outages

Greetings, @caikman62! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! I apologize to hear of the issues you are having with your internet. I work from home myself so I certainly understand needing to have a reliable connection. I would like to have a closer look at this and see if we can find anything that's going on with the signal. Can you please send me a PM with your first and last name so I may further assist you?


To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.

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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Regular Visitor

Re: Frequent, intermittent Internet outages

@EG thanks for the input and the escalation. I’ve responded via DM as he requested.

My errors have dropped to only one In the last 24 hours since removing an unnecessary 3 foot extension. Ironically it’s a new cable that came with my self starter kit. But it wasn’t actually necessary as I was able to move my modem to connect to the primary line without it.