Hi,
First, I appreciate anyone's help with this. The issue is that our family's internet keeps dropping throughout the day, every day. It comes back a few minutes later, but my kids doing remote learning and I'm working from home, so this has become a bigger issue.
What I've tried:
- I'm following this pinned guide from the support forums: https://forums.xfinity.com/t5/Your-Home-Network/Internet-Troubleshooting-Tips/td-p/3310447#
- I have rebooted everything multiple times.
- I have checked and rewired all my networking equipment to make sure the connections are not loose.
- I have purchased a new Motorola MB7621 and checked it's compatibility.
- I have inspected the line from the house to the modem. There are no splitters, only one connector for a male-to-male connection. Its been there probably for 10+ years and is covered and looks ok.
- I have verified my speed tier.
- I have tried to verify my modem's power levels are within normal ranges, which I have posted below.
Any suggestions at this point? Thank you again for your help.
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| Startup Step | Status | Comment |
| | Acquire Downstream Channel | 495000000 Hz | Locked |
| | Upstream Connection | OK | Operational |
| | Boot State | OK | Operational |
| | Configuration File | OK | d11_m_mb7621_perfselect_c01.cm |
| | Security | Enabled | BPI+ |
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| System Up Time | 2 days 16h:48m:20s | |
| | Network Access | Allowed | |
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| Downstream Bonded Channels | | |
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| Channel | Lock Status | Modulation | Channel ID | Freq. (MHz) | Pwr (dBmV) | SNR (dB) | Corrected | Uncorrected | | 1 | Locked | QAM256 | 13 | 495.0 | 15.4 | 38.1 | 1440 | 0 | | 2 | Locked | QAM256 | 2 | 429.0 | 14.3 | 38.6 | 424 | 0 | | 3 | Locked | QAM256 | 3 | 435.0 | 14.4 | 38.6 | 421 | 0 | | 4 | Locked | QAM256 | 4 | 441.0 | 14.8 | 38.7 | 452 | 0 | | 5 | Locked | QAM256 | 5 | 447.0 | 15.1 | 38.8 | 472 | 0 | | 6 | Locked | QAM256 | 6 | 453.0 | 15.5 | 38.9 | 415 | 0 | | 7 | Locked | QAM256 | 7 | 459.0 | 15.6 | 38.8 | 422 | 0 | | 8 | Locked | QAM256 | 8 | 465.0 | 15.6 | 38.8 | 554 | 0 | | 9 | Locked | QAM256 | 9 | 471.0 | 15.8 | 38.7 | 687 | 0 | | 10 | Locked | QAM256 | 10 | 477.0 | 15.8 | 38.6 | 599 | 0 | | 11 | Locked | QAM256 | 11 | 483.0 | 15.7 | 38.5 | 863 | 0 | | 12 | Locked | QAM256 | 12 | 489.0 | 15.6 | 38.3 | 1154 | 0 | | 13 | Locked | QAM256 | 1 | 423.0 | 14.4 | 38.8 | 291 | 0 | | 14 | Locked | QAM256 | 14 | 507.0 | 15.5 | 35.6 | 3206 | 0 | | 15 | Locked | QAM256 | 15 | 513.0 | 15.6 | 38.0 | 1946 | 0 | | 16 | Locked | QAM256 | 16 | 519.0 | 15.8 | 37.9 | 1841 | 0 | | 17 | Locked | QAM256 | 17 | 525.0 | 15.4 | 38.2 | 2698 | 0 | | 18 | Locked | QAM256 | 18 | 531.0 | 15.5 | 38.0 | 3110 | 0 | | 19 | Locked | QAM256 | 19 | 543.0 | 15.5 | 37.9 | 4080 | 0 | | 20 | Locked | QAM256 | 20 | 549.0 | 15.4 | 38.1 | 3561 | 0 | | 21 | Locked | QAM256 | 21 | 555.0 | 15.2 | 38.0 | 4173 | 0 | | 22 | Locked | QAM256 | 22 | 561.0 | 15.0 | 37.8 | 5960 | 0 | | 23 | Locked | QAM256 | 23 | 567.0 | 15.2 | 37.7 | 6168 | 0 | | 24 | Locked | QAM256 | 24 | 573.0 | 15.3 | 37.6 | 6952 | 0 | | Total | | | | | | | 51889 | 0 |
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| Channel | Lock Status | Channel Type | Channel ID | Symb. Rate (Ksym/sec) | Freq. (MHz) | Pwr (dBmV) | | 1 | Locked | ATDMA | 4 | 5120 | 36.5 | 40.9 | | 2 | Locked | ATDMA | 1 | 5120 | 17.3 | 38.5 | | 3 | Locked | ATDMA | 2 | 5120 | 23.7 | 40.9 | | 4 | Locked | ATDMA | 3 | 5120 | 30.1 | 40.8 | | 5 | Locked | ATDMA | 5 | 1280 | 41.2 | 39.4 | | 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 |
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EG
Expert
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103.5K Messages
3 years ago
The downstream power is too high / out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
Is there an amplifier on the coax line leading to the modem ? If so, try bypassing it and see if the problem remains.
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jason38
Frequent Visitor
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9 Messages
3 years ago
@EG - First thank you again. I can't tell you how much I appreciate your help. It's been very frustrating for my family.
I don't believe there is an amplifier. I had to do a good image search to know what to look for. The only connection directly from the street to the modem is this male-to-male connector (see link). This doesn't look like an amplifier.
https://www.dropbox.com/s/8oeg0nbeh8yrwhw/PXL_20210127_194400792.jpg?dl=0
Thanks
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EG
Expert
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103.5K Messages
3 years ago
Right. That's just the grounding block / demarcation point.
You can try using a 9dB loss forward path attenuator pad like the one in the link below to knock that downstream power back down in to being in spec and see. It will not affect the upstream power which is in spec / good;
https://www.amazon.com/FPA9-54-Forward-Attenuator-DOCSIS-Cable/dp/B08DMBWG8Q/ref=sr_1_1?dchild=1&keywords=10db+forward+path+attenuator&qid=1611780270&s=electronics&sr=1-1
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jason38
Frequent Visitor
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9 Messages
3 years ago
Awesome thanks...I've ordered the part and will give it a try.
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EG
Expert
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103.5K Messages
3 years ago
O/k just be advised that this may not be the root cause of the problem, but it should be addressed regardless. No guarantees. YMMV. Good luck with it and please post back with how things turn out.
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jason38
Frequent Visitor
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9 Messages
3 years ago
Sounds good...happy to have at least something to try. I'll circle back once it arrives and I can test it for a couple days.
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jason38
Frequent Visitor
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9 Messages
3 years ago
@EG - Is there a recommended placement for this device? Or can I just chain it directly to the back of the modem? Thank you!
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EG
Expert
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103.5K Messages
3 years ago
Yep. Right at the back.
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jason38
Frequent Visitor
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9 Messages
3 years ago
@EG - Hi...I installed an attenuator and the downstream power levels are much lower (see attached).
However, our internet is still dropping. 😞
I've called Comcast, but they refuse to come out because they say everything looks good on their end, so it's my problem. Not sure what to do at this point.
Any other ideas?
1 Attachment
Motorola-Cable-Modem-Status-Connection.png
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EG
Expert
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103.5K Messages
3 years ago
The stats are great but I'm sorry that that didn't help your problem.
Something else is going on. 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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EG
Expert
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103.5K Messages
3 years ago
My pleasure !
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jason38
Frequent Visitor
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9 Messages
3 years ago
@EG - Thank again for all your help. It's much appreciated.
I'm going to try a few more things:
1. Factory reset on my router.
2. If that doesn't work, I'll try a different router.
3. Asking neighbors if they've been having any issues.
Thanks!
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jason38
Frequent Visitor
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9 Messages
3 years ago
Just to continue documenting the issue. I have exported these recent modem logs:
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CCTambrey
Gold Problem Solver
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3.4K Messages
3 years ago
Hello, @jason38! I'm really glad you took the time to reach out to us here on the Xfinity Forums for help and I appreciate you working with our wonderful expert, EG to try and troubleshoot your issue.
I'd like to take a closer look on our end at this point to help pinpoint the cause and make sure we get you back to a stable and reliable connection. Please send me a private message with your first and last name, as well as your service address so I can assist.
To send a private message, click my name "ComcastTambrey", then click "send a message".
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EG
Expert
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103.5K Messages
3 years ago
I'm going to attempt to re-escalate this.
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