Internet service keeps dropping - XB7-T modem and 1 Gig speed - Xfinity Help and Support Forums

fortariq · ‎07-14-2020

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.

EG · ‎07-14-2020

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 ?

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fortariq · ‎07-14-2020

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

fortariq · ‎07-15-2020

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