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Internet cutting in and out all day constantly

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Regular Visitor

Internet cutting in and out all day constantly

Recently just got internet and TV services installed. Has been cutting in and out for about a week and a half. 2 technicians other than the original one to install it have come out to put in new cords and replace old cables going into the house. Still have no solution and it continues to cut out all day. Need a solution ASAP. 

 

Thanks

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Expert

Re: Internet cutting in and out all day constantly

Start here;


https://forums.xfinity.com/t5/Your-Home-Network/Internet-Troubleshooting-Tips/m-p/3310447#M316652



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Regular Visitor

Re: Internet cutting in and out all day constantly

Have tried basically all of this and now it has just spread the drops out more. Less drops per day but it still happens. Still with no solution. 

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Expert

Re: Internet cutting in and out all day constantly

What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

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

What is the exact make and model number of the modem ?

Is this a WiFi connection ?



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Regular Visitor

Re: Internet cutting in and out all day constantly

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
37
 
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
549 MHz
531 MHz
537 MHz
543 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
675 MHz
681 MHz
687 MHz
693 MHz
699 MHz
705 MHz
711 MHz
762 MHz
659600000
SNR
42.3 dB
42.0 dB
42.2 dB
42.2 dB
42.3 dB
42.4 dB
42.3 dB
42.5 dB
42.2 dB
42.5 dB
0.0 dB
24.7 dB
42.5 dB
42.6 dB
42.6 dB
42.7 dB
42.7 dB
42.7 dB
42.7 dB
43.0 dB
43.0 dB
43.1 dB
43.0 dB
43.3 dB
43.1 dB
43.5 dB
43.4 dB
43.5 dB
43.3 dB
43.3 dB
43.4 dB
43.0 dB
NA
Power Level
-4.7 dBmV
-5.6 dBmV
-5.2 dBmV
-5.0 dBmV
-4.4 dBmV
-4.3 dBmV
-4.2 dBmV
-3.7 dBmV
-3.8 dBmV
-3.5 dBmV
-3.0 dBmV
-3.0 dBmV
-2.8 dBmV
-2.4 dBmV
-2.4 dBmV
-2.2 dBmV
-1.8 dBmV
-1.7 dBmV
-1.5 dBmV
-1.3 dBmV
-1.6 dBmV
-1.2 dBmV
-1.2 dBmV
-1.1 dBmV
0.7 dBmV
-1.0 dBmV
-1.2 dBmV
-1.0 dBmV
-1.3 dBmV
-1.5 dBmV
-1.5 dBmV
-2.4 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
4
5
Lock Status
Locked
Locked
Locked
Locked
Locked
Frequency
35 MHz
29 MHz
23 MHz
16 MHz
39 MHz
Symbol Rate
5120
5120
5120
5120
1280
Power Level
45.3 dBmV
46.8 dBmV
47.3 dBmV
48.8 dBmV
42.8 dBmV
Modulation
QAM
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA

 

It is the Xfinity xFi XB7

 

And no, 2 devices are hard wired and they still go out at the same time as everything on the wifi. It just seems as if the modem is just constantly resetting throughout the day. 

 

Xfinity is saying they cannot send anyone into my home due to Covid-19. I have no idea what to do with this problem for another month when I have work to do.

Highlighted
Expert

Re: Internet cutting in and out all day constantly

The upstream power is on the high side on channel number 4 and it may be intermittently fluctuating even higher to out of spec levels. The downstream power is on the weakside as well. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.



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