Community Forum

internet drops every 70 minutes (XB7)

Highlighted
Frequent Visitor

internet drops every 70 minutes (XB7)

This started yesterday morning (7/28)
San Jose, Ca area
we drop internet about every 70 minutes for about a minute or 2. I started watching the XB7 and noticed it goes from solid white to a solid orange and then blinking orange as if it lost connection.

Thoughts?

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[Harvester][3660]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting

2020/7/28 05:52:12

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Highlighted
Expert

Re: internet drops every 70 minutes (XB7)

Those router component event log entries are unhelpful, unfortunately...

 

They disabled the modem component's RF error logging feature (the important ones) in the Comcast supplied gateway devices.... A BIG mistake IMNSHO !!!!

 

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.

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


 

 



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Highlighted
Frequent Visitor

Re: internet drops every 70 minutes (XB7)

CGM4331COM

 

downstream


Downstream
Channel Bonding Value
20
17
18
19
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
 
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
525 MHz
507 MHz
513 MHz
519 MHz
531 MHz
537 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
627 MHz
633 MHz
639 MHz
645 MHz
651 MHz
681 MHz
687 MHz
693 MHz
699 MHz
705 MHz
717 MHz
850 MHz
713600000
39.5 dB
39.8 dB
39.8 dB
39.5 dB
39.5 dB
39.4 dB
39.2 dB
39.2 dB
39.0 dB
39.2 dB
39.1 dB
39.2 dB
39.0 dB
39.1 dB
38.9 dB
38.9 dB
38.9 dB
38.8 dB
38.7 dB
38.7 dB
38.5 dB
38.4 dB
38.6 dB
38.4 dB
38.5 dB
38.5 dB
38.6 dB
38.5 dB
38.4 dB
38.3 dB
38.0 dB
37.7 dB
NA
4.9 dBmV
5.5 dBmV
5.5 dBmV
5.0 dBmV
4.9 dBmV
4.8 dBmV
4.7 dBmV
4.6 dBmV
4.6 dBmV
4.5 dBmV
4.5 dBmV
4.6 dBmV
4.5 dBmV
4.6 dBmV
4.7 dBmV
4.8 dBmV
4.8 dBmV
4.7 dBmV
4.5 dBmV
4.5 dBmV
4.4 dBmV
4.5 dBmV
4.6 dBmV
4.4 dBmV
4.5 dBmV
4.6 dBmV
5.0 dBmV
5.1 dBmV
5.1 dBmV
5.1 dBmV
4.9 dBmV
7.7 dBmV
NA
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
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
OFDM

 

upstream


Upstream
Channel Bonding Value
1
2
3
4
5
Locked
Locked
Locked
Locked
Locked
17 MHz
23 MHz
30 MHz
36 MHz
41 MHz
5120
5120
5120
5120
1280
43.5 dBmV
42.8 dBmV
43.3 dBmV
43.5 dBmV
43.3 dBmV
QAM
QAM
QAM
QAM
QAM
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA
Highlighted
Expert

Re: internet drops every 70 minutes (XB7)

Even though the signal stats looked o/k at that snapshot in time, there must be something intermittent going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

 



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Highlighted
Frequent Visitor

Re: internet drops every 70 minutes (XB7)

great. thanks @EG 

Highlighted
Expert

Re: internet drops every 70 minutes (XB7)

Quite welcome !



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Official Employee

Re: internet drops every 70 minutes (XB7)

Hi @SVicini

 

Thank you for using the Xfinity Forums to bring this to our attention. I'm sorry for the experience you're having with your internet connection. I'd be happy to review your account to help find a cause for intermittent connectivity issues.

 

To get started, please send me a private message with your first and last name and the street numbers associated with your address. To send a private message, click on "ComcastChe" and then click send a message. 

 

 


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Frequent Visitor

Re: internet drops every 70 minutes (XB7)

@ComcastChe , message sent

Highlighted
Frequent Visitor

Re: internet drops every 70 minutes (XB7)

Wanted to make sure these were tied together, since the symptom is identical

 

 

https://forums.xfinity.com/t5/Your-Home-Network/Internet-connection-dropping-connection-every-70-min...