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Random device drops since getting the new XB7

emf411
New Poster

Random device drops since getting the new XB7

Hi everyone,

I’m hoping someone on here might be able to help me diagnose an odd issue I’ve recently run into. It started a few months back when I was contacted by Xfinity letting me know they were going to send me the newest XB7 modem, and upgrade my speed to the 600 Mbps package.

After getting it setup, I noticed that randomly devices would randomly lose their internet. A reboot of the modem always fixes the issue for maybe a day or two.

Another issue was that I wasn’t getting close to the 600 Mbps download speed.

I got on a chat with a tech who refreshed the signals (which I am convinced doesn’t really do anything). It didn’t resolve the issue. As the conversation went on, he asked how many devices were connected- I typically have about 15, between laptops, iPads, iPhones, Alexa echos, etc. he said the 600 Mbps plan only supports 9 devices, I would need to upgrade to the 1 Gbps plan to support everything. I wasn’t sure at first, but decided to bite the bullet. The tech also sent out a brand née XB7 to rule out anything being wrong with the initial one I received.

My work laptop is hardwired directly into the XB7 but yet I can’t get anywhere close to 1 Gbps download. My iPhone can get up to around 500 Mbps.

The bigger problem is the random device drops. About every 2 days, I notice the connection start to get flaky. For example, yesterday afternoon my wife was in a video call, shortly after hers started I also had one to join.. I was able to join, but kept getting kicked off. I rejoined a few times, but ultimately the XB7 completely lost connection to the internet and disconnected my wife from her call as well.

I haven’t been able to put my finger on it, but there is obviously something wrong with either my XB7 and/or the coax wire/splitter somewhere. The coax is a direct run from the cable junction box right to the wall jack.

Apologies for the lengthy back story I just wrote up!

What stats can I post here from the modem that would help to diagnose a potential signal issue?

Thank you very much in advance!!
Gambit66
Problem Solver

Re: Random device drops since getting the new XB7

I haven't been able to put my finger on it, but there is obviously something wrong with either my XB7 and/or the coax wire/splitter somewhere. The coax is a direct run from the cable junction box right to the wall jack.

 

If it`s a direct run, where is this splitter you mentioned? Any Junction in the COAX can cause a problem, even if it`s a female coupler joining the lines, or wall mount, can be a problem.

EG
Expert

Re: Random device drops since getting the new XB7


@emf411 wrote:

What stats can I post here from the modem that would help to diagnose a potential signal issue?

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.




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emf411
New Poster

Re: Random device drops since getting the new XB7


@Gambit66 wrote:

I haven't been able to put my finger on it, but there is obviously something wrong with either my XB7 and/or the coax wire/splitter somewhere. The coax is a direct run from the cable junction box right to the wall jack.

 

If it`s a direct run, where is this splitter you mentioned? Any Junction in the COAX can cause a problem, even if it`s a female coupler joining the lines, or wall mount, can be a problem.


The coax comes off of the Comcast installed splitter directly to a wall mount jack, then into the modem.

emf411
New Poster

Re: Random device drops since getting the new XB7

Here are the stats from the modem:

 

IndexLock StatusFrequencySNRPower LevelModulation
Downstream
Channel Bonding Value
9
38
39
40
41
42
43
44
45
34
35
36
37
1
2
3
4
5
6
7
8
10
11
12
13
14
15
16
17
18
19
33
 
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
525000000
393000000
399000000
405000000
411000000
417000000
423000000
429000000
435000000
441000000
453000000
459000000
465000000
471000000
477000000
483000000
489000000
495000000
507000000
513000000
519000000
531000000
537000000
543000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
690000000
611600000
36.386890
36.609653
37.092701
36.609653
36.609653
36.609653
36.609653
36.609653
36.609653
36.386890
36.609653
36.609653
36.386890
36.609653
36.609653
36.386890
36.609653
36.386890
36.609653
36.609653
36.386890
36.609653
36.609653
36.609653
36.609653
36.609653
36.386890
36.386890
36.609653
36.386890
36.609653
17.126038
NA
0.299999
0.200001
0.299999
0.200001
0.000000
-0.200001
-0.200001
0.099998
0.299999
0.299999
-0.200001
-0.099998
0.000000
0.299999
0.000000
-0.099998
-0.299999
0.000000
0.200001
0.200001
0.000000
0.400002
0.700001
0.799999
0.900002
0.900002
1.000000
1.099998
1.099998
1.200001
1.200001
-60.000000
NA
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
UNSUPPORTED
OFDM
 
 
IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type
Upstream
Channel Bonding Value
1
2
3
4
5
Locked
Locked
Locked
Locked
Locked
29200000
39600000
16400000
22800000
35600000
5120 KSym/sec
1280 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
46.520599
45.750000
46.770599
47.020599
45.520599
64QAM
64QAM
64QAM
64QAM
64QAM
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
 
 
Gambit66
Problem Solver

Re: Random device drops since getting the new XB7



The coax comes off of the Comcast installed splitter directly to a wall mount jack, then into the modem.


@emf411 I would remove any splitters and recheck how your connection is.

EG
Expert

Re: Random device drops since getting the new XB7

FWIW, the stats (if they are remaining stable) don't indicate a signal issue / excessive line attenuation.



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!