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connectivity loss 4-5 times a day, now download channels 2-7 show as "----"

Highlighted
Regular Visitor

connectivity loss 4-5 times a day, now download channels 2-7 show as "----"

Hi,

 

I've been having connectivty to the internet drop 4-5 times a day, for about 30 seconds or so each time on all devices wired and wireless (and WIFI stays connected, just lost of internet connectivity), so I'm pretty sure it's a problem between the xfinity gateway and the street/internet. It's a XB3.

 

I finally got around to logging in to the gateway, and hit the "system logs take a minute to gather and then don't show anything" problem I've seen multiple posts about, so that's not helpful.

 

I looked at the power levels, and saw:

Upstream

Channel Bonding Value
Index

1

2

3

4

5

6

7

8

 
Lock Status

Locked

Locked

Locked

Locked

Not Locked

Not Locked

Not Locked

Not Locked

 
Frequency

17.30 MHz

23.70 MHz

30.10 MHz

36.50 MHz

     
Symbol Rate

5120 KSym/s

5120 KSym/s

5120 KSym/s

5120 KSym/s

     
Power Level

43.00 dBmV

43.00 dBmV

43.00 dBmV

43.00 dBmV

     
Modulation

64 QAM

64 QAM

64 QAM

64 QAM

     
Channel Type

DOCSIS2.0 (ATDMA)

DOCSIS2.0 (ATDMA)

DOCSIS2.0 (ATDMA)

DOCSIS2.0 (ATDMA)

     

 

Downstream was:

Downstream

Channel Bonding Value
Index

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

Lock Status

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Not Locked

Not Locked

Not Locked

Not Locked

Not Locked

Not Locked

Not Locked

Not Locked

Frequency

603.00 MHz

555.00 MHz

561.00 MHz

567.00 MHz

573.00 MHz

579.00 MHz

585.00 MHz

591.00 MHz

597.00 MHz

609.00 MHz

615.00 MHz

621.00 MHz

627.00 MHz

633.00 MHz

639.00 MHz

645.00 MHz

651.00 MHz

657.00 MHz

663.00 MHz

669.00 MHz

675.00 MHz

681.00 MHz

687.00 MHz

693.00 MHz

        
SNR

40.37 dB

40.37 dB

38.98 dB

40.37 dB

40.37 dB

40.37 dB

40.37 dB

40.37 dB

38.98 dB

38.98 dB

40.37 dB

40.37 dB

38.98 dB

38.98 dB

38.98 dB

38.98 dB

40.37 dB

40.37 dB

38.98 dB

38.61 dB

38.98 dB

38.98 dB

38.98 dB

38.61 dB

        
Power Level

1.90 dBmV

1.50 dBmV

1.70 dBmV

1.90 dBmV

1.70 dBmV

1.90 dBmV

2.00 dBmV

1.80 dBmV

1.70 dBmV

1.60 dBmV

1.60 dBmV

1.40 dBmV

1.50 dBmV

1.70 dBmV

1.60 dBmV

1.50 dBmV

1.60 dBmV

1.20 dBmV

1.30 dBmV

1.40 dBmV

1.20 dBmV

1.40 dBmV

1.10 dBmV

0.40 dBmV

        
Modulation

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

        

 

I called comcast and the system told me it wouldn't let me speak to someone until I reset the gateway, which it would do via sending a signal. I said yes.

 

After it came back online, the signal values seem to be missing for index 2-7, and index 8 looks like it's on the hairy edge of being in range. (if Power level < -6, then SNR should be 33 or greater) :

Downstream

Channel Bonding Value
Index

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

Lock Status

Locked

Not Locked

Not Locked

Not Locked

Not Locked

Not Locked

Not Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Not Locked

Not Locked

Not Locked

Not Locked

Not Locked

Not Locked

Not Locked

Not Locked

Frequency

555.00 MHz

459.00 MHz

465.00 MHz

471.00 MHz

477.00 MHz

483.00 MHz

489.00 MHz

495.00 MHz

501.00 MHz

507.00 MHz

513.00 MHz

519.00 MHz

525.00 MHz

531.00 MHz

537.00 MHz

543.00 MHz

549.00 MHz

561.00 MHz

567.00 MHz

573.00 MHz

579.00 MHz

585.00 MHz

591.00 MHz

597.00 MHz

        
SNR

40.37 dB

----

----

----

----

----

----

33.38 dB

38.61 dB

38.98 dB

40.37 dB

40.37 dB

38.98 dB

40.37 dB

40.37 dB

38.98 dB

40.37 dB

38.98 dB

40.37 dB

40.95 dB

40.37 dB

40.37 dB

40.95 dB

38.98 dB

        
Power Level

1.50 dBmV

----

----

----

----

----

----

-8.00 dBmV

-1.30 dBmV

0.20 dBmV

0.90 dBmV

1.10 dBmV

1.30 dBmV

1.50 dBmV

1.60 dBmV

1.40 dBmV

1.50 dBmV

1.70 dBmV

1.90 dBmV

1.80 dBmV

1.90 dBmV

2.00 dBmV

1.90 dBmV

1.80 dBmV

        
Modulation

256 QAM

----

----

----

----

----

----

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

        

 

Called back in and spoke to a rep, and before I could show the weird values above (i.e. missing values from index 2-7), she mentioned how the XB3 is really old and I should get it swapped out for a XB7. I'm more than happy to do so, but my question to folks here is: do the problems I'm describing sound like something that might still exist (i.e. a problem with the wiring from the street to the modem) that won't be solved via the new gateway? Or does it look like it could be a failing gateway?

 

I haven't reset power on it since the reset that occurred 2 hours ago or so, but looking at the power levels now, they still show "----" from index 2-7 when I refresh the screen, even though some of the other values change slightly.

Highlighted
Regular Visitor

Re: connectivity loss 4-5 times a day, now download channels 2-7 show as "----"

After bouncing power on it, it still shows the same channels (2-7) as "not locked" with "----" for values.

Highlighted
Regular Visitor

Re: connectivity loss 4-5 times a day, now download channels 2-7 show as "----"

New gateway (XB7) same problems. Gonna call service I guess.

Highlighted
Regular Visitor

Re: connectivity loss 4-5 times a day, now download channels 2-7 show as "----"

Interesting behavior: with the new xb7:

 

After it boots, things are good for several minutes, wired speed test 350 MB/s. (I have blast! service, that is a very good speed for me).

 

Looking at the download channels, it implies that it knows it should avoid those channels. I see channel 1 in use, then it skips and starts at index 8 or 9 and goes up through index 41 or so, for a total of 32 channels. But it knows not to use 2-7. All power levels look good and speed is great.

 

5 minutes later or so: speed test on the same wired system shows 30 MB/s.

 

Looking at the modem, we're back to the original listing of the download channels:

 

It shows 1-32, where 2-7 are "not locked", and channel 8 is locked but with poor power values.

Highlighted
Expert

Re: connectivity loss 4-5 times a day, now download channels 2-7 show as "----"

Something strange and intermittent is going on with the line / signals /connection. It's best to get a tech out to investigate and correct this one !

 

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.

Good luck with it !



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