Regular Visitor
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5 Messages
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.
borisivan
Regular Visitor
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5 Messages
5 years ago
After bouncing power on it, it still shows the same channels (2-7) as "not locked" with "----" for values.
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borisivan
Regular Visitor
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5 Messages
5 years ago
New gateway (XB7) same problems. Gonna call service I guess.
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borisivan
Regular Visitor
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5 Messages
5 years ago
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.
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EG
Expert
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111.5K Messages
5 years ago
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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