Yes, personally I think right now their network infrastructure can't handle the load. There are too many people reporting this for it to be a coincidence. Nonetheless, I have a technician coming out for the fourth time, tomorrow. I have the same result pinging Google DNS servers vs Comcast, it lines up exactly every time when our Internet drops... the pings time out. Up until I recently posted on these forums, and read other posts, I thought this issue was isolated to just me, but apparently I'm wrong.
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There are no RF errors in any of the logs. Also, there was apparently maintenance in the area this morning for a few hours, so service was up and down quite a bit. For whatever reason, I had to unplug the XB6 gateway to get back online, but now the 2.4 ghz wifi frequency is dithered out in the 10.0.0.1 GUI, almost like the 2.4 ghz radio is no longer functional. I posted a screenshot, but not sure you can see it, I've read new posters need to be granted access to post pictures.
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I know, and on Saturday, it was 4 hours. I get the same things, where they text me after the modem resets and they ask if it the issue is resolved, I reply no, and then it says there was an error scheduling a callback. My bet is, they aren't able to handle the load right now because everyone is working from home these days. It's NOT an acceptable answer, though, especially when I get emails from them stating they are doing all they can to make sure we have stabilty, etc..
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Although it's NOT an acceptable answer, I'm betting it's from more people working from home, Xfinity just isn't able to handle the load. There can't be this many people having these issues at the same time without it being something like that.
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Did they just ask to reboot the gateway and wait for a callback? I understand they obviously don't have the staffing to be able to answer every phone call, and I agree that it sometimes can resolve issues, but when it doesn't, it's very difficult to get help, and they usually don't see anything on their end.
Do you know how to login to your router? Maybe you can check the and post the downstream and upstream channel bonding values. If you login to the gateway at 10.0.0.1, there's a Connection > Xfnity Connection page where you can see these values. SNR is the signal to noise ratio, and should be between 35-45 I believe. I also think dBvM power level should be anywhere from -7 to +7.
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Hello - We have been having intermittent internet issues for a few weeks now, so I'll list everything that has led to this point.
- Feb 29th - Tech came to the house because I had complained that my speeds had become very slow. I'm on the 1GB plan and I was getting 20 meg downloads and sometimes even 5 or less. He determined the cable running from the box/node in the yard was damaged, so he replaced the cable and ran a new one from the node in the yard to the house. Everything seemed fine, no issues after this, speeds were good. The only caveat was that the cable was just laying across the yard until it was to be buried within the next couple weeks.
- March 9th - Cable is buried. Both internet and Cable are completely down, but they had left before we got home from work so I call and they can't come out until the next day.
March 10th - 2 Xfinity Technicians show up at the house, and they looked in the box/node out in the yard and told me something wasn't hooked up correctly at the box/node in the yeard. They said they corrected that issue, and all seemed to be working well again but I soon noticed that I was having frequent drops of the internet and I eventually discovered that the XB6 would eventually reset itself. This has been ongoing, and some days are better than others. but it seems to happen at various random times during the day. I also need to be clear that is NOT just happening to the wifi. I have a hard wired PC connected with a CAT 6 cable and it is down as well when this happens.
March 18th - Called Xfinity and they told me to go into the xfinity store here and swap out the XB6 for another.
March 19th - Swapped out Xfinity modem for a new one, and it dropped a couple times pretty much right away, but I just figured maybe it was updating firmware or registering itself again or something. However it still dropped 2 more times this evening so I called and scheduled another Technician to come out.
March 20th - Technician comes out to the house again, this time they install a brand new cable from the box on my house, and run the new cable into the house and to the area where the XB6 Gateway is, and even installed a new splitter. Tech left around 3pm assuring me I was good to go, and 3 hours later we had 3 more drops.
March 21st - Saturday, internet traffic should be low, right? Maybe? No, not correct. We had several outages this day between 11AM and 4PM, then a couple more around 6PM.
March 22nd - No issues, worked perfectly all day
March 23rd - No issues, worked perfectly all day.
March 24th - Outages between 2:30-2:50 and then more outages between 6:20 and 6:48.
I've been running a continuous ping to 188.8.131.52 (Google's DNS servers I believe) since Saturday and writing to a logfile, so I can show every instance of every outage since then.
Typicaly the logs look like this when it starts to have issues:
3/24/2020 6:38:24 PM – Reply from 184.108.40.206: bytes=32 time=20ms TTL=53 3/24/2020 6:38:25 PM – Reply from 220.127.116.11: bytes=32 time=19ms TTL=53 3/24/2020 6:38:29 PM – Request timed out. 3/24/2020 6:38:34 PM – Request timed out. 3/24/2020 6:38:39 PM – Request timed out. 3/24/2020 6:38:44 PM – Request timed out. 3/24/2020 6:38:49 PM – Request timed out. 3/24/2020 6:38:54 PM – Request timed out. 3/24/2020 6:38:59 PM – Request timed out. 3/24/2020 6:39:04 PM – Request timed out. 3/24/2020 6:39:09 PM – Request timed out. 3/24/2020 6:39:14 PM – Request timed out. 3/24/2020 6:39:19 PM – Request timed out. 3/24/2020 6:39:24 PM – Request timed out. 3/24/2020 6:39:29 PM – Request timed out. 3/24/2020 6:39:31 PM – Reply from 18.104.22.168: Destination host unreachable. 3/24/2020 6:39:34 PM – Reply from 22.214.171.124: Destination host unreachable. 3/24/2020 6:39:37 PM – Reply from 126.96.36.199: Destination host unreachable. 3/24/2020 6:39:40 PM – Reply from 188.8.131.52: Destination host unreachable. 3/24/2020 6:39:43 PM – Reply from 184.108.40.206: Destination host unreachable. 3/24/2020 6:39:46 PM – Reply from 220.127.116.11: Destination host unreachable. 3/24/2020 6:39:49 PM – Reply from 18.104.22.168: Destination host unreachable. 3/24/2020 6:39:52 PM – Request timed out. 3/24/2020 6:39:54 PM – Reply from 22.214.171.124: Destination host unreachable. 3/24/2020 6:39:57 PM – Reply from 126.96.36.199: Destination host unreachable. 3/24/2020 6:40:00 PM – Request timed out. 3/24/2020 6:40:02 PM – Reply from 188.8.131.52: Destination host unreachable. 3/24/2020 6:40:05 PM – Reply from 184.108.40.206: Destination host unreachable. 3/24/2020 6:40:08 PM – Reply from 220.127.116.11: Destination host unreachable. 3/24/2020 6:40:11 PM – Request timed out.
I have more logs if you need them and can post the upstream and downstream values but from what I've seen in other posts, they are in the recommended ranges.
Also, I really need this fixed. I work from home more than ever now. I can't have this dropping several times a day while I'm on teams and webex meetings. If this can't be resolved soon, I'm going to have to switch to another provider.
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