Frequent Internet Disconnects

As you suggested. I have removed the previous image and replaced with redacted text.

Hello Amanda,

Sorry for the delay in responding. I only received the email notification that you had replied to my post yesterday.

In response to your questions:

• The modem is a Netgear C7000v2. It's brand new; right out of the box.
• I tried to access our expected U/D speeds but there seems to be a problem with the Xfinity website today.  I'll keep trying. But, I think our plan calls for 250-300mbps down and maybe 50mbps up.
• In reality, we get around 20mbps down and 15mbps up. That's over wireless.
• Here is the channel information you requested. I can see that only 4 of the 8 upstream channels are locked and those that are locked have power levels of 50+dBmV

  Startup Procedure

  Procedure Status Comment Acquire Downstream Channel 417000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Security Enabled BPI+ IP Provisioning Mode Honor MDD honorMdd(4)

  Downstream Bonded Channels

  Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables 1 Locked QAM256 4 417000000 Hz 4.3 dBmV 40.2 dB 0 0 2 Locked QAM256 1 399000000 Hz 4.2 dBmV 39.6 dB 0 0 3 Locked QAM256 2 405000000 Hz 3.1 dBmV 39.9 dB 0 0 4 Locked QAM256 3 411000000 Hz 3.2 dBmV 39.7 dB 0 0 5 Locked QAM256 5 423000000 Hz 4.7 dBmV 40.3 dB 0 0 6 Locked QAM256 6 429000000 Hz 4.9 dBmV 40.3 dB 0 0 7 Locked QAM256 7 435000000 Hz 5 dBmV 40.2 dB 0 0 8 Locked QAM256 8 441000000 Hz 5 dBmV 40.2 dB 0 0 9 Locked QAM256 9 447000000 Hz 5 dBmV 40.2 dB 0 0 10 Locked QAM256 10 453000000 Hz 5.2 dBmV 40.5 dB 0 0 11 Locked QAM256 11 459000000 Hz 5.1 dBmV 40.8 dB 0 0 12 Locked QAM256 12 465000000 Hz 5.2 dBmV 41.3 dB 0 0 13 Locked QAM256 13 471000000 Hz 5.4 dBmV 41.9 dB 0 0 14 Locked QAM256 14 477000000 Hz 5.4 dBmV 41.9 dB 0 0 15 Locked QAM256 15 483000000 Hz 5.4 dBmV 41.9 dB 0 0 16 Locked QAM256 16 489000000 Hz 5.5 dBmV 42.2 dB 0 0 17 Locked QAM256 17 495000000 Hz 4.7 dBmV 41.4 dB 0 0 18 Locked QAM256 18 501000000 Hz 4.4 dBmV 40.8 dB 0 0 19 Locked QAM256 19 507000000 Hz 4.5 dBmV 40.9 dB 0 0 20 Locked QAM256 20 513000000 Hz 4.5 dBmV 40.8 dB 0 0 21 Locked QAM256 21 519000000 Hz 4.3 dBmV 40.5 dB 0 0 22 Locked QAM256 22 525000000 Hz 4.4 dBmV 40.8 dB 0 0 23 Locked QAM256 23 531000000 Hz 4.4 dBmV 40.8 dB 0 0 24 Locked QAM256 24 537000000 Hz 4.3 dBmV 40.8 dB 0 0

  Upstream Bonded Channels

  Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 1 5120 Ksym/sec 16400000 Hz 53.5 dBmV 2 Locked ATDMA 2 5120 Ksym/sec 22800000 Hz 51.9 dBmV 3 Locked ATDMA 3 5120 Ksym/sec 29200000 Hz 52 dBmV 4 Locked ATDMA 4 5120 Ksym/sec 35600000 Hz 51.7 dBmV 5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

Hopefully this information is helpful to you.

Thank you,

-Jeff

Greetings again, @JeffMcG! I just wanted to touch base and see if you were able to go through the suggestions offered by @EG, or if we needed to get a technician out there to check things out. Please let me know if there's any way we can be of assistance.

I have plugged the cable from the street directly into the back of the modem (no splitters involved at all). But, I'm still seeing upstream power levels in 50dBmV range. And, only 4 of the 8 channels lock. Am I correct in concluding that this is almost certainly a problem with the line coming in from the street?

Thank you,

-Jeff

It definitely could be a possibility, @JeffMcG. Thank you for looking into that and getting back to us. It sounds like we may need to get someone out there to see if those signals can be corrected.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.