Random device drops since getting the new XB7

[emf411]

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]

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]

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@emf411 wrote:

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

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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.

[emf411]

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@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.

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

[emf411]

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]

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

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

[EG]

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