Major Internet Issues - Any Ideas??? - RESOLVED!

I’m hoping someone can help with my Internet issues, this is extremely frustrating and with 4 kids at home plus myself and my wife working from home, Internet connectivity today is essential. I’m losing my mind over this new issue. Here’s my story, hopefully it contains all the information that maybe someone who ran into this issue can help.

I’ve had basic HSI (100MB) since 2012 with no issues at all. On August 10, 2020 we needed faster internet with multiple zoom sessions going. I purchased the Motorola MB8600 and upgraded to a 600MB plan. I installed the modem and everything ran great, I was getting 550 down and 25 up with no issues.

On September 28, 2020 everything changed. I started getting T3 and T4 timeouts, massive errors on each channel, and could only get 7mb down and 2mb up between the drops and resets happening every 5 minutes. Nothing changed on my end. I called Xfinity and did the resets, etc.. they couldn’t figure it out at the office, so they dispatched a tech.

On October 1, 2020, a tech came out and said there was a problem with the line to the house, he ran a new orange line across the yard. The tech then plugged his test equipment into my coax inside the house stated and could see 1200mb down and 80mb up on his test equipment. I plugged the MB8600 back in and still have errors, drops, T3 and T4 errors, etc.. Thinking it might be the cable modem, (since the tech can’t troubleshoot customer owned equipment), I say fine and go purchase a new Arris SB8600 and have it provisioned. Same errors, T3 and T4 errors, 7mb down and 3mb up.

On October 2, 2020 I go to my local Xfinity store, upgrade to 1000MB down and 80MB up, and rent an XB7 gateway. I plug it in and have it provisioned. Same drops and errors with hundreds of thousands of correctable and uncorrectable errors in the XB7 screens. When I do a speed test, I get 30mb down and as soon as the speed test starts the upload test, the connection drops and the XB7 resets itself. Since the orange cable line hasn’t been buried yet, I took the XB7 gateway outside and plugged it directly into the new orange line that was just installed. The XB7 still reports the same errors and drops, so it has nothing to do with the wiring inside my house.

In summary – two orange lines run from the green box at the end of my property, 3 different cable modems from 3 different manufacturers (including the Xfinity XB7), testing directly against the new orange coax line and no improvement at all. All testing done hardwired with CAT6 cables, so no wifi interference. No splitters, amplifiers, etc.. between the orange line and the XB7 as I only subscribe to Internet so no reason to have any splitters of any kind.

Any ideas? Obviously, this is very frustrating.

XB7 information -

Initialization Procedure

Initialize Hardware:Complete
Acquire Downstream Channel:Complete
Upstream Ranging:Complete
DHCP bound:Complete
Set Time-of-Day:Complete
Configuration File Download:Complete
Registration:Complete

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_19.3_d31 & Prod_19.3

Downstream:

Index

25

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

26

27

37

38

39

40

41

Lock Status

Locked

Frequency

603 MHz

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

549 MHz

555 MHz

561 MHz

567 MHz

573 MHz

579 MHz

585 MHz

591 MHz

597 MHz

609 MHz

615 MHz

722 MHz

429 MHz

435 MHz

441 MHz

447 MHz

611600000

SNR

34.5 dB

41.2 dB

40.0 dB

42.9 dB

41.1 dB

42.8 dB

41.7 dB

41.6 dB

42.8 dB

42.0 dB

42.4 dB

37.0 dB

41.7 dB

42.7 dB

40.3 dB

41.6 dB

42.4 dB

41.0 dB

41.9 dB

39.2 dB

38.4 dB

41.9 dB

35.9 dB

41.5 dB

41.7 dB

40.3 dB

39.1 dB

43.1 dB

37.5 dB

37.7 dB

37.3 dB

NA

Power Level

11.4 dBmV

11.3 dBmV

11.4 dBmV

11.7 dBmV

11.8 dBmV

11.7 dBmV

11.9 dBmV

11.8 dBmV

11.7 dBmV

11.5 dBmV

11.4 dBmV

11.3 dBmV

11.4 dBmV

11.1 dBmV

11.2 dBmV

11.4 dBmV

11.5 dBmV

11.3 dBmV

11.2 dBmV

11.3 dBmV

NA

Modulation

256 QAM

OFDM

256 QAM

OFDM

Upstream:

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	38.8 dBmV	39.5 dBmV	40.0 dBmV	40.3 dBmV	36.8 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

Errors:

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	133492914	2384604894	2381716689	2378403826	2371882818	2370622824	2369381301	2369265196	2369364560	2369701822	2370462396	2371753447	2372746985	2374107862	2375710320	2377246234	2378836621	2380783752	2382526572	2384135053	2385585690	2386989736	2388305091	2389710208	2391096949	2392156598	2393651207	2395435217	2397961605	2401470401	2406081329	133492914
Correctable Codewords	79876015	56792896	55132039	53904367	53482647	53553627	53657586	53661823	53634258	53563551	53451428	53294857	53179577	53054636	52987893	52995194	53090176	53436231	53978461	54614060	55417353	56223363	57021527	57875937	58793417	59481703	60351126	61416522	62736466	64319084	65977252	79876015
Uncorrectable Codewords	0	195608746	200161642	204706964	211638278	212817989	213958852	214127652	214009430	213717836	213080071	212040925	211065021	209833046	208293412	206874902	205082110	202813413	200513973	198419137	196022044	193837988	191731923	189605610	187200178	185430644	183078172	180378450	176423259	171332472	165084370	0

Any help would be greatly appreciated.

This pattern keeps repeating itself over and over while plugged directly into the XB7 with a different CAT6 cable while outside hooked directly up to the new orange line, or slight variations but the result is the same:

Reply from 8.8.8.8: bytes=32 time=14ms TTL=116

Reply from 8.8.8.8: bytes=32 time=19ms TTL=116

Reply from 8.8.8.8: bytes=32 time=14ms TTL=116

Reply from 8.8.8.8: bytes=32 time=15ms TTL=116

Reply from 8.8.8.8: bytes=32 time=19ms TTL=116

Request timed out.