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Why is xfinity causing frequent service interruptions and modem reboots?

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Frequent Visitor

Why is xfinity causing frequent service interruptions and modem reboots?

xfinity is causing frequent service interruptions and modem reboots.

I have followed all recommendations to troubleshoot at my end!

My modem information is attached.

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Expert

Re: Why is xfinity causing frequent service interruptions and modem reboots?

Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?




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Frequent Visitor

Re: Why is xfinity causing frequent service interruptions and modem reboots?

Dear EG Expert,

 

The name of the Excel file I attached to my post provides the *exact make and model number of the modem*, which is in xfinity's modem compatibility info at https://mydeviceinfo.xfinity.com .

 

And if you had opened the Excel file, you would have found that all the *numbers* you requested are in the different clearly labeled sheets.

 

Thank you for your interest.

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Expert

Re: Why is xfinity causing frequent service interruptions and modem reboots?

Uh, I did open it so please, do not assume.... It opened to the error log entries, and I overlooked the other tabs, so that's my bad and I'm sorry. I don't have or use Excel, so I had to download an Excel opener app rather than ask you to use another format which I almost did...

 

That said, The downstream power is on the weak / low side and it may be intermittently fluctuating even lower to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

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.

 

 



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Re: Why is xfinity causing frequent service interruptions and modem reboots?

Forgive me EG.

I did not mean to be disrespectful.

I allowed my impatience to color my word choices.

I find my retirement status (and this pandemic we're in) allows me way too much "free time" to spend on exploring all the details of tech problems.

 

And I've often converted paid for proprietary file types into the more universally accessible PDF format for my non-tech oriented friends, for just the reasons you shared. I imagined converting each of the Excel spreadsheet sheets into separate PDF files might be overkill for anyone technically oriented enough to offer solutions in this forum. My BAD!

 

To the solutions you suggested, earlier today I Private Messaged @ComcastAmir Official Employee with this:
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I'm paying Comcast over $1,800/year for this flaky service. PLEASE HELP?!?!

 

The Comcast technician who provided a service call at my home 29 May 2020, 3:43 PM checked and redid the connections in the outside distribution box, tested the modem end of my inside internet coax cable for signal strength and provided a replacement coax splitter to divide my inside connection to my modem and cable TV box.

 

He accepted my Event Log and Cable Connection printouts and assured me that he would arrange for techs to review the upstream equipment for further problems.

 

I have no evidence that any additional "repairs" have been done.

 

The "Downstream Bonded Channels" "power" and "SNR" show about 2-3 dBmV and dB improvement, compared to before those changes, but the interruptions have never stopped!
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Expert

Re: Why is xfinity causing frequent service interruptions and modem reboots?

No worries bud ! I completely understand ! 😊 These times have us all a bit bent out of shape ... 😫 Good luck with it !


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Frequent Visitor

Re: Why is xfinity causing frequent service interruptions and modem reboots?

Since my attempt to ask @ComcastAmir for help with my "frequent service interruptions and modem reboots" has not been responded to, please permit me to reinitiate this help request for other Experts/Users who may have found explanations/solutions. @EG was kind enough to respond here, but moved on when I mentioned my Private Message to @ComcastAmir .

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Home - Private Messages : Sent
1 messages
To: ComcastAmir 09-30-2020
Similar problems with my modem

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All my *Downstream Power Level*, *Upstream Power Level*, and *SNR* (Signal to Noise Ratio) numbers are included in the file [Netgear CM700 Modem - Cable Connection.xlsx 19 KB] attached to my original post [09-30-2020 09:01 AM].

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Contributor

Re: Why is xfinity causing frequent service interruptions and modem reboots?

You need a tech visit.  Your t3 timeouts and modem restarts lead me to believe there's a line issue.  I had those same issues a few years ago and tech's found the line from green box to my house lost good continuity.  Could be something inside too though.  A tech should be able to find that quickly.

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Expert

Re: Why is xfinity causing frequent service interruptions and modem reboots?

Uh. Already advised that.....



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Re: Why is xfinity causing frequent service interruptions and modem reboots?

Thank you @xsandos (Contributor)

 

For checking my Error Log (t3 timeouts and modem restarts), for your recommendation, and for the story of the tech visit resolving your issue quickly.

 

@EG (Expert) was kind to confirm that he had "Already advised that".

 

I had described, with as much detail as I hoped would be relevant, the steps I'd already taken in my post of [09-30-2020 04:31 PM].

 

After I apologized to @EG for the impatience of my previous post, I appended the story of my tech visit, excerpted from a Private Message to @ComcastAmir (Official Employee) Sent: 09-30-2020 01:06 AM.

 

I had hoped the "Comcast technician who provided a service call at my home 29 May 2020, 3:43 PM" would "arrange for techs to review the upstream equipment for further problems", as he had said.

 

I may be abnormal for my "compulsive obsession" with reading all previous posts to make sure I'm fully aware of the details of a poster's situation and the solutions offered along the way, but I often discover additional bits of information that sometimes prove helpful for my own tech problems, current or in the future.

 

The question I'm left with is:
How can I confirm that Comcast DID "arrange for techs to review the upstream equipment for further problems" and that there is nothing further they are going to do to stabilize my cable service?


Especially since "I'm paying Comcast over $1,800/year for this flaky service".