Xfinity plant
Community Forum
Xfinity globe

Re: Connectivity issues, internet drops randomly

Regular Visitor

Re: Connectivity issues, internet drops randomly

Reading this post, and having the same issue, which seems to be growing with the disconnects and modem/router restarting (SurfBoard SBG6782-AC), thought I would post my stats for comparison.  I just ordered a new splitter (
BAMF 2 way splitter) , which should be here by Wednesday.  Currently using a RCA 2 way splitter.  There aren't any other splitters I could find from the outside connection to the wall outlet where I split the cable to the modem and cable tv box.  Looking at the logs though, it seems there are a ton of T3 and T4 errors.

My Status Connection:  ( Odd that there is only one upstream bonded channel)


Procedure Status Comment
Acquire Downstream Channel   Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK  
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed  


Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 6 597000000 Hz -15.2 dBmV 36.1 dB 11 0
2 Locked QAM256 7 603000000 Hz -15.0 dBmV 36.2 dB 11 0
3 Locked QAM256 8 609000000 Hz -15.2 dBmV 35.9 dB 7 0
4 Locked QAM256 10 621000000 Hz -15.4 dBmV 35.9 dB 10 0
5 Locked QAM256 11 627000000 Hz -15.2 dBmV 36.0 dB 10 0
6 Locked QAM256 12 633000000 Hz -15.1 dBmV 36.2 dB 6 0
7 Locked QAM256 13 639000000 Hz -14.9 dBmV 36.3 dB 3 0
8 Locked QAM256 15 651000000 Hz -15.1 dBmV 36.2 dB 2 0


Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 Ksym/sec 23000000 Hz 57.0 dBmV

Re: Connectivity issues, internet drops randomly

The downstream and the upstream power level ar WAY out of spec !! That can cause random disconnects, spontaneous re-booting of the modem, and speed and latency problems.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.