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Gateway randomly loses Xfinity connection
This week my modem kept dropping randomly. However when it was actually up the speeds seemed fine. Tech support had a difficult time troubleshooting this since the problem was intermittent. Tried factory defaulting my modem, but that didn't seem to help. Thought about replacing the modem today, however I noticed only 1 upstream channel was locked and the signal level was at 55 db. After reading this forum that was generally a bad sign. Went outside and removed a splitter that was no longer needed as we only use one coax connection inside the house. This is what I saw after removing that splitter. Does this suggest I'm in good to go now?
EG
Expert
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107.1K Messages
6 months ago
It's still too high. There's no wiggle room. More needs to be done. Here some more stuff that you can try and see if anything applies;
In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.
Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
Good luck with it !
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XfinityChristy
Official Employee
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1.6K Messages
6 months ago
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EG
Expert
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107.1K Messages
6 months ago
@XfinityChristy
As I stated, it's still borderline. There's no wiggle room. It's still a problem just waiting to happen. It will get even higher especially when the higher ambient temperatures of the upcoming Summer season become a factor. 40 to 45 dB is the desired range.
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namrac101
6 Messages
1 month ago
i've also been having this same problem, but have NO splitters. it's a direct coax from gateway to wall (we're in an apartment). last night, it dropped several times within 1 hour, but today, it has been normal and has only randomly dropped every few hours - it's been about a month now. usually, by the time we can reset the modem or contact support, it's back online.
everything else is from YEARS ago, so i thought i'd tag along on this post, as it's the newest for the issue. should i just create a new post or can someone help from here?
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EG
Expert
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107.1K Messages
1 month ago
@namrac101
Yes. Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 5-month-old dead thread is now being closed.
For future reference, it is always better to submit your own post as it creates a ticket to get help, and posting on someone else's older thread can delay getting help.
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