Community Forum

Internet service keeps dropping - XB7-T modem and 1 Gig speed

Highlighted
Regular Visitor

Internet service keeps dropping - XB7-T modem and 1 Gig speed

Hello:  I have a 1 gig speed service with XB7-T modem. My internet was keep dropping multiple times on a daily basis a few days ago when I had a "black cube" modem. Comcast tech came out and did the tests. He made a comment, "Modem is shooting too much electricity" and replaced the modem. Internet worked great for a day and then same problem starting happeing: it keeps dropping. Called Comcast again and this time they transferred me to "second level" of technician. Apperently this guy did some tests and said, "Everything looks fine but I'm going to have a technician come out and check external/internal cables". Again it worked for 10 hours and then started dropping again. It's 11am and it has already dropped three to four times. Everytime I call Comcasts, they want to "reset" the modem which makes the internet work for a few minutes and then drops again! It is so frustrating as we are working from home. Greatly appreciate if someone can help or guide me in the right direction. Please let me know if you need more information. 

Highlighted
Expert

Re: Internet service keeps dropping - XB7-T modem and 1 Gig speed

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.

Is this a WiFi connection ?



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!
Highlighted
Regular Visitor

Re: Internet service keeps dropping - XB7-T modem and 1 Gig speed

It's both wifi and hard wired connection. I think signal keeps dropping or modem keeps restarting. Below is what I could gathred from the page you suggested. I didn't know where the "modem signal stat" is on the page so couldn't post it. Thanks for your help!!

 

on about your network connections.

more

Local IP Network

EDIT

IP Address (IPv4):10.0.0.1
Subnet mask:255.255.255.0
DHCPv4 Server:Enabled
DHCPv4 Lease Time:1 Week
Link Local Gateway Address (IPv6):fe80::9a9d:5dff:fe80:1779
Global Gateway Address (IPv6):2601:246:200:f300:9a9d:5dff:fe80:1779
Delegated prefix:2601:246:200:f300::/64
DHCPv6 Lease Time:1 Week
IPV6 DNS:2001:558:feed::1
No of Clients connected:7
 

XFINITY Network

VIEW

Internet:Active
WAN IP Address:98.228.196.44
DHCP Client:Enabled
DHCP Expire Time:2d:19h:42m
 

MoCA

EDIT

MoCA Network:Active
MoCA Privacy:Disabled
MoCA Channel:D1 (1150 MHz)
No of Nodes:1
No of Clients Connected:0

Private Wi-Fi Network-RX480

EDIT

Wireless Network (Wi-Fi 2.4 GHz):Active
Supported Protocols:G,N,AX
Security:WPA2-PSK (AES)
No of Clients connected:3
 

Private Wi-Fi Network-

EDIT

Wireless Network (Wi-Fi 5 GHz):Active
Supported Protocols:A,N,AC,AX
Security:WPA2-PSK (AES)
No of Clients connected:3

Cable Modem

HW Version:2.0
Vendor:Technicolor
BOOT Version:S1TC-3.63.20.104
Core Version:1.0
Model:CGM4331COM
Product Type:XB7
Flash Part:8192 MB
Download Version:Prod_19.2_d31 & Prod_19.2
Serial Number:304930030252100112
Downstream
Channel Bonding Value
Index
5
1
2
3
4
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
33
34
35
36
37
38
39
40
41
 
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
507 MHz
477 MHz
483 MHz
489 MHz
495 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
597 MHz
603 MHz
609 MHz
615 MHz
722 MHz
453 MHz
459 MHz
465 MHz
471 MHz
429 MHz
435 MHz
441 MHz
447 MHz
611600000
SNR
44.7 dB
44.7 dB
44.6 dB
44.7 dB
44.4 dB
44.2 dB
44.6 dB
44.3 dB
44.4 dB
44.3 dB
44.3 dB
44.2 dB
44.2 dB
44.1 dB
44.0 dB
44.0 dB
43.7 dB
43.6 dB
43.7 dB
43.4 dB
43.4 dB
43.2 dB
43.1 dB
41.8 dB
44.7 dB
44.6 dB
44.6 dB
44.5 dB
45.2 dB
45.1 dB
45.0 dB
44.9 dB
NA
Power Level
2.2 dBmV
2.2 dBmV
2.2 dBmV
2.2 dBmV
2.1 dBmV
2.2 dBmV
2.2 dBmV
2.1 dBmV
2.1 dBmV
2.1 dBmV
1.9 dBmV
1.8 dBmV
1.8 dBmV
1.7 dBmV
1.7 dBmV
1.6 dBmV
1.5 dBmV
1.4 dBmV
1.3 dBmV
1.1 dBmV
0.9 dBmV
0.7 dBmV
0.5 dBmV
0.7 dBmV
2.1 dBmV
2.0 dBmV
2.1 dBmV
2.1 dBmV
2.1 dBmV
2.1 dBmV
1.9 dBmV
2.0 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
OFDM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
Upstream
Channel Bonding Value
Index
1
2
3
4
5
Lock Status
Locked
Locked
Locked
Locked
Locked
Frequency
35 MHz
29 MHz
22 MHz
16 MHz
39 MHz
Symbol Rate
5120
5120
5120
5120
1280
Power Level
44.3 dBmV
45.3 dBmV
45.5 dBmV
46.0 dBmV
41.3 dBmV
Modulation
QAM
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA
CM Error Codewords
Index
1
2
3
4
5
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
Unerrored Codewords
152540814
152379881
152387009
152392976
152398771
152404753
152411290
152417068
152422980
152429568
152436574
152443484
152448809
152454492
152460975
152467790
152476029
152481825
152487685
152494713
152500192
152494899
152497016
22158577
152502353
152508117
152512980
152519249
152524702
152530855
152536793
152540814
Correctable Codewords
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
18440686
0
0
0
0
0
0
0
0
Uncorrectable Codewords
0
0
0
0
0
Highlighted
Regular Visitor

Re: Internet service keeps dropping - XB7-T modem and 1 Gig speed

It's both wifi and hard wired connection. I think signal keeps dropping or modem keeps restarting. Below is what I could gathred from the page you suggested. I didn't know where the "modem signal stat" is on the page so couldn't post it. Thanks for your help!!

 

on about your network connections.

more

Local IP Network

EDIT

IP Address (IPv4):10.0.0.1
Subnet mask:255.255.255.0
DHCPv4 Server:Enabled
DHCPv4 Lease Time:1 Week
Link Local Gateway Address (IPv6):fe80::9a9d:5dff:fe80:1779
Global Gateway Address (IPv6):2601:246:200:f300:9a9d:5dff:fe80:1779
Delegated prefix:2601:246:200:f300::/64
DHCPv6 Lease Time:1 Week
IPV6 DNS:2001:558:feed::1
No of Clients connected:7
 

XFINITY Network

VIEW

Internet:Active
WAN IP Address:98.228.196.44
DHCP Client:Enabled
DHCP Expire Time:2d:19h:42m
 

MoCA

EDIT

MoCA Network:Active
MoCA Privacy:Disabled
MoCA Channel:D1 (1150 MHz)
No of Nodes:1
No of Clients Connected:0

Private Wi-Fi Network-RX480

EDIT

Wireless Network (Wi-Fi 2.4 GHz):Active
Supported Protocols:G,N,AX
Security:WPA2-PSK (AES)
No of Clients connected:3
 

Private Wi-Fi Network-

EDIT

Wireless Network (Wi-Fi 5 GHz):Active
Supported Protocols:A,N,AC,AX
Security:WPA2-PSK (AES)
No of Clients connected:3

Cable Modem

HW Version:2.0
Vendor:Technicolor
BOOT Version:S1TC-3.63.20.104
Core Version:1.0
Model:CGM4331COM
Product Type:XB7
Flash Part:8192 MB
Download Version:Prod_19.2_d31 & Prod_19.2
Serial Number:304930030252100112
Downstream
Channel Bonding Value
Index
5
1
2
3
4
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
33
34
35
36
37
38
39
40
41
 
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
507 MHz
477 MHz
483 MHz
489 MHz
495 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
597 MHz
603 MHz
609 MHz
615 MHz
722 MHz
453 MHz
459 MHz
465 MHz
471 MHz
429 MHz
435 MHz
441 MHz
447 MHz
611600000
SNR
44.7 dB
44.7 dB
44.6 dB
44.7 dB
44.4 dB
44.2 dB
44.6 dB
44.3 dB
44.4 dB
44.3 dB
44.3 dB
44.2 dB
44.2 dB
44.1 dB
44.0 dB
44.0 dB
43.7 dB
43.6 dB
43.7 dB
43.4 dB
43.4 dB
43.2 dB
43.1 dB
41.8 dB
44.7 dB
44.6 dB
44.6 dB
44.5 dB
45.2 dB
45.1 dB
45.0 dB
44.9 dB
NA
Power Level
2.2 dBmV
2.2 dBmV
2.2 dBmV
2.2 dBmV
2.1 dBmV
2.2 dBmV
2.2 dBmV
2.1 dBmV
2.1 dBmV
2.1 dBmV
1.9 dBmV
1.8 dBmV
1.8 dBmV
1.7 dBmV
1.7 dBmV
1.6 dBmV
1.5 dBmV
1.4 dBmV
1.3 dBmV
1.1 dBmV
0.9 dBmV
0.7 dBmV
0.5 dBmV
0.7 dBmV
2.1 dBmV
2.0 dBmV
2.1 dBmV
2.1 dBmV
2.1 dBmV
2.1 dBmV
1.9 dBmV
2.0 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
OFDM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
Upstream
Channel Bonding Value
Index
1
2
3
4
5
Lock Status
Locked
Locked
Locked
Locked
Locked
Frequency
35 MHz
29 MHz
22 MHz
16 MHz
39 MHz
Symbol Rate
5120
5120
5120
5120
1280
Power Level
44.3 dBmV
45.3 dBmV
45.5 dBmV
46.0 dBmV
41.3 dBmV
Modulation
QAM
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA
CM Error Codewords
Index
1
2
3
4
5
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
Unerrored Codewords
152540814
152379881
152387009
152392976
152398771
152404753
152411290
152417068
152422980
152429568
152436574
152443484
152448809
152454492
152460975
152467790
152476029
152481825
152487685
152494713
152500192
152494899
152497016
22158577
152502353
152508117
152512980
152519249
152524702
152530855
152536793
152540814
Correctable Codewords
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
18440686
0
0
0
0
0
0
0
0
Uncorrectable Codewords
0
0
0