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Internet crashes/XB6 modem reset/Gaming

Frequent Visitor

Internet crashes/XB6 modem reset/Gaming

So I’ve had multiple techs come out and fix EVERYTHING They installed a new Arial cable , new cable from box to wall plate new modem speed is high , works great for video streaming and browsing BUT HERE IS THE ISSUE MY INTERNET CRASHES AND RESTARTS ONLY WHILE PLAYING VIDEO GAMES ONLINE , WIRED AND WIRLESS BOTH XBOX AND PS4 do this I just don’t understand why !!! Makes no sense to me I have the XB6 modem or what do I need an xb3?
Contributor

Re: Internet crashes/XB6 modem reset/Gaming

Could you please tell us the following:

 

1) specific games you are playing

2) approximate time when the "crashes" occur

3) error message(s) displayed when a crash occurs

4) do you have port forwarding  active on the xb6 ?

5) do you have QOS (Quality Of Service ) enable on the xb6 ?

 

Thanks

 

 

Expert

Re: Internet crashes/XB6 modem reset/Gaming


@Kingloz wrote:
So I’ve had multiple techs come out and fix EVERYTHING They installed a new Arial cable , new cable from box to wall plate new modem speed is high , works great for video streaming and browsing BUT HERE IS THE ISSUE MY INTERNET CRASHES AND RESTARTS ONLY WHILE PLAYING VIDEO GAMES ONLINE , WIRED AND WIRLESS BOTH XBOX AND PS4 do this I just don’t understand why !!! Makes no sense to me I have the XB6 modem or what do I need an xb3?

Start here;


https://forums.xfinity.com/t5/Your-Home-Network/Connection-Troubleshooting-Tips/m-p/1253575#M94474

 

Post the requested info from here;


https://forums.xfinity.com/t5/Your-Home-Network/Information-Requested-for-Connection-Related-Posts/m...



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Frequent Visitor

Re: Internet crashes/XB6 modem reset/Gaming

Fortnite and apex

Ports all forwarded

Times where all random and still are random times

And I don’t have my XB6 anymore they put an xb3 in now and it’s still the same
Frequent Visitor

Re: Internet crashes/XB6 modem reset/Gaming

Downstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
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24
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
Frequency
453 MHz
459 MHz
465 MHz
471 MHz
477 MHz
483 MHz
489 MHz
495 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
561 MHz
573 MHz
585 MHz
591 MHz
597 MHz
603 MHz
615 MHz
621 MHz
627 MHz
SNR
38.605 dB
38.983 dB
38.605 dB
38.983 dB
40.366 dB
40.366 dB
38.983 dB
40.366 dB
38.605 dB
38.983 dB
38.983 dB
38.605 dB
40.366 dB
38.983 dB
38.605 dB
38.983 dB
38.983 dB
38.605 dB
38.983 dB
38.605 dB
38.605 dB
38.605 dB
38.605 dB
37.636 dB
Power Level
1.200 dBmV
1.000 dBmV
1.100 dBmV
0.800 dBmV
1.200 dBmV
0.900 dBmV
0.900 dBmV
0.800 dBmV
0.700 dBmV
0.500 dBmV
0.600 dBmV
0.400 dBmV
0.500 dBmV
0.400 dBmV
0.300 dBmV
0.200 dBmV
-0.300 dBmV
-0.700 dBmV
-0.800 dBmV
-1.100 dBmV
-0.800 dBmV
-1.300 dBmV
-1.400 dBmV
-1.400 dBmV
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


Upstream
Channel Bonding Value
Index
1
2
3
Lock Status
Locked
Locked
Locked
Frequency
22 MHz
35 MHz
29 MHz
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
42.500 dBmV
43.750 dBmV
43.000 dBmV
Modulation
64 QAM
64 QAM
64 QAM
Channel Type
ATDMA
ATDMA
ATDMA
Frequent Visitor

Re: Internet crashes/XB6 modem reset/Gaming

Sorry it took so long had another tech come to tell me everything was ok ...and he doesn’t know what it could be
Frequent Visitor

Re: Internet crashes/XB6 modem reset/Gaming

1EB733A5-A5C3-473B-AC8B-14BD1DCF02D2.png

 

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Frequent Visitor

T3 time outs/ connection loss

Someone help pleaseeee
I’ve had so many techs come out they have changed all lines literally all even the tap , not sure if it’s something else but @EG I have some error logs and specs from my new modem (Netgear AC1750) 6th time it’s been replaced 5 were xfinity 1 was this one smh the last tech of 6 total was stumped on why I only drop while gaming , and he said that t3 was just an error and it was fine .... idk anymore ...... I’m stumped myself .... all my friends game on Comcast just fine except me :/ smh just my luck 

82A1C2C4-B4C4-43B8-B812-AE1C0B68103D.png
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46FE5B63-6A8B-43D5-B58B-1B6ED9D182C5.png
D18BF013-554D-4C9A-842A-8A2C5D05DCCE.png
Official Employee

Re: Internet crashes/XB6 modem reset/Gaming

 

Kingloz, thanks for posting about your drops while gaming. Have you tried editing your DNS settings to Google's?


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Highlighted
Expert

Re: Internet crashes/XB6 modem reset/Gaming

O/k FWIW, there is one thing that caught my eye here. From your error log entries, it appears that you have a "Walled Garden" configuration file loaded into the modem;

 

Screenshot.pngThat is the "captive portal" (a DNS re-direct) that first appears on an un-activated modem. It isn't supposed to allow general web access. The name of the file should be that of your speed tier / rate of service. It *may*, or may not cause some type of DNS issues. Just saying. An employee should confirm that the correct config / boot file is being pushed to the modem.



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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: Internet crashes/XB6 modem reset/Gaming

Great eye, EG. I'll take a look at the bootfile, in our private message thread, Kingloz.


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Expert

Re: Internet crashes/XB6 modem reset/Gaming

It may or may not be anything Ken. I've seen this here before and despite it, the modem performs normally. YMMV.



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Official Employee

Re: Internet crashes/XB6 modem reset/Gaming

True... well I do see some T4 timeouts in the logs they posted so there is definitely some kind of communication issue with the CMTS. 

 

 


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Frequent Visitor

Re: Internet crashes/XB6 modem reset/Gaming

@ComcastKen yes I have attempted to change the dns to googles and oddly it still continued to drop , also I did notice some ICMP floods , a few actually but even with those causing ddos I have heard it may actually not be one , at the end of the day I’m very patient and I’m pretty sure there is some kind of fix to this as everyone else in my area and neighborhood game without things dropping , my friend is a c3 tech but can’t help much he has told the supervisor to send out maintenance for the line but eh who knows
Official Employee

Re: Internet crashes/XB6 modem reset/Gaming

@ComcastKen yes I have attempted to change the dns to googles and oddly it still continued to drop , also I did notice some ICMP floods , a few actually but even with those causing ddos I have heard it may actually not be one , at the end of the day I’m very patient and I’m pretty sure there is some kind of fix to this as everyone else in my area and neighborhood game without things dropping , my friend is a c3 tech but can’t help much he has told the supervisor to send out maintenance for the line but eh who knows

Kingloz, got it. Not sure if this was your comtech3 friend, but a few jobs just opened at the node in your area. There is a lot of leakage there so we are addressing the issue now. I'll update you in private message. 

 

KenF


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