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No Wifi/intermittent ethernet -- Please help!

Frequent Visitor

No Wifi/intermittent ethernet -- Please help!

I've spent the last 3 days trying to fix this and am at a loss. I woke up Saturday morning to find we had no internet and it had gone out sometime around 1 a.m. I rebooted the modem and router. Nothing.

 

With my laptop connected to the Arris Modem via ethernet, I had internet most of the time. When I connected to the router via ethernet, I would have internet sometimes but kept getting an error that said "Your DNS server may not be available." 

 

I got another router and tried that. Same error.

 

Tonight a tech came out to check the outside lines and said everything was fine. I replaced the coax cable (which goes straight into the wall, no splitters, etc.) and got a new modem. I can access the internet again on ethernet to the modem, but when I try to use the router, I have no WiFi. I haven't bothered trying the ethernet from the router.

 

Here are the stats:

 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 1 417.00 MHz -1.80 dBmV 40.37 dB 0 0
2 Locked 256QAM 2 423.00 MHz -1.50 dBmV 40.37 dB 0 0
3 Locked 256QAM 3 429.00 MHz -1.40 dBmV 40.95 dB 0 0
4 Locked 256QAM 4 435.00 MHz -1.20 dBmV 40.37 dB 0 0
5 Locked 256QAM 5 441.00 MHz -1.10 dBmV 40.37 dB 9 0
6 Locked 256QAM 6 447.00 MHz -1.30 dBmV 40.37 dB 0 0
7 Locked 256QAM 7 453.00 MHz -1.30 dBmV 40.37 dB 0 0
8 Locked 256QAM 8 459.00 MHz -1.30 dBmV 40.95 dB 13 0
9 Locked 256QAM 9 465.00 MHz -1.40 dBmV 40.37 dB 0 0
10 Locked 256QAM 10 471.00 MHz -1.30 dBmV 40.37 dB 0 0
11 Locked 256QAM 11 477.00 MHz -1.20 dBmV 40.37 dB 0 0
12 Locked 256QAM 12 483.00 MHz -1.30 dBmV 40.37 dB 0 0
13 Locked 256QAM 13 489.00 MHz -1.60 dBmV 38.98 dB 20 0
14 Locked 256QAM 14 495.00 MHz -1.60 dBmV 40.37 dB 9 0
15 Locked 256QAM 15 519.00 MHz -1.50 dBmV 38.98 dB 0 0
16 Locked 256QAM 16 525.00 MHz -1.80 dBmV 40.37 dB 3 0
17 Locked 256QAM 17 531.00 MHz -1.80 dBmV 40.95 dB 0 0
18 Locked 256QAM 18 555.00 MHz -1.50 dBmV 38.98 dB 7 0
19 Locked 256QAM 19 561.00 MHz -1.70 dBmV 40.37 dB 0 0
20 Locked 256QAM 20 567.00 MHz -1.40 dBmV 40.95 dB 0 0
21 Locked 256QAM 21 573.00 MHz -1.30 dBmV 40.37 dB 0 0
22 Locked 256QAM 22 579.00 MHz -1.60 dBmV 40.37 dB 0 0
23 Locked 256QAM 23 585.00 MHz -1.70 dBmV 40.95 dB 0 0
24 Locked 256QAM 24 591.00 MHz -1.10 dBmV 38.98 dB 0 0
25 Locked 256QAM 25 597.00 MHz -0.80 dBmV 39.50 dB 0 0
26 Locked 256QAM 26 603.00 MHz -0.40 dBmV 39.90 dB 14 0
27 Locked 256QAM 27 609.00 MHz -0.40 dBmV 39.90 dB 10 0
28 Locked 256QAM 28 615.00 MHz -0.80 dBmV 39.90 dB 0 0
29 Locked 256QAM 29 621.00 MHz -0.90 dBmV 39.90 dB 0 0
30 Locked 256QAM 30 627.00 MHz -0.80 dBmV 39.90 dB 0 0
31 Locked 256QAM 31 633.00 MHz -0.90 dBmV 39.50 dB 0 0
32 Locked 256QAM 32 639.00 MHz -0.60 dBmV 39.50 dB 0 0

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 90 5120 kSym/s 23.70 MHz 48.00 dBmV
2 Locked ATDMA 92 5120 kSym/s 36.50 MHz 46.25 dBmV
3 Locked ATDMA 91 5120 kSym/s 30.10 MHz 46.75 dBmV


 

Current System Time: Mon Sep 16 21:17:56 2019

 

Here is the event log:

 

Time Priority Description
Thu Jan 01 00:01:55 1970 3 No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9b:76:3d;CMTS-MAC=00:01:5c:86:3a:50;CM-QOS=1.1;CM-VER=3.0;
Mon Sep 16 19:36:41 2019 6 SW Download INIT - Via Config file
Mon Sep 16 19:37:34 2019 6 SW download Successful - Via Config file
Thu Jan 01 00:01:45 1970 3 No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9b:76:3d;CMTS-MAC=00:01:5c:86:3a:50;CM-QOS=1.1;CM-VER=3.0;
Mon Sep 16 19:40:09 2019 6 TLV-11 - unrecognized OID;CM-MAC=f8:2d:c0:9b:76:3d;CMTS-MAC=00:01:5c:86:3a:50;CM-QOS=1.1;CM-VER=3.0;
Mon Sep 16 19:40:12 2019 6 Received REG-RSP while in REG-HOLD1 state;CM-MAC=f8:2d:c0:9b:76:3d;CMTS-MAC=00:01:5c:86:3a:50;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:01:45 1970 3 No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9b:76:3d;CMTS-MAC=00:01:5c:86:3a:50;CM-QOS=1.1;CM-VER=3.0;
Mon Sep 16 19:57:41 2019 6 TLV-11 - unrecognized OID;CM-MAC=f8:2d:c0:9b:76:3d;CMTS-MAC=00:01:5c:86:3a:50;CM-QOS=1.1;CM-VER=3.0;

 

Can anyone help? Thanks!

 

Frequent Visitor

Re: No Wifi/intermittent ethernet -- Please help!

If Comcast cannot help me fix this issue this coming weekend, I’m canceling my service. I’ve called multiple times with no better suggestions than to reboot my modem and router, had a tech out who assured me the line is fine, replaced every piece of equipment and cables and STILL have no WiFi. I don’t need to pay to only have internet if I’m connected to the modem via Ethernet. 🙄
New Poster

Re: No Wifi/intermittent ethernet -- Please help!

I don't know if this will solve your problem, but I recently got a firmware update for XFi that broke my wifi and I have a temporary workaround. This firmware upgrade was supposed to increase my internet speed from 400/10 to 500/15.

 

tl;dr: Use the XFi mobile app to use different SSIDs for your 2.4 GHz and your 5GHz networks.

 

Xfinity rolled out a firmware upgrade to increase performance, and also to encourage the use of their mesh network (see XFi Pods). In this upgrade, they started enforcing that the 2.4GHz and 5GHz networks use the same SSID. Using the 10.0.0.1 interface, you can no longer separate the SSIDs, but you still can make this change from the XFi app.

 

The new firmware upgrade however, causes problems when the SSIDs are the same - I am getting dropped connections all over the place making the internet anything but usable. Once I split the SSIDs, it works great on each SSID individually. Prior to the firmware upgrade there was no problem when they were on the same SSID.

 

To make the change in the app, click on the network name (SSID) on the main page, click Edit Wifi, check the "Use different names and passwords for 2.4 GHz and 5 GHz WiFi", and then put in a different name for your 5GHz network. Many devices still only support 2.4GHz, so I would recommend leaving that one as the original.