Internet dropping from all devices for a few seconds, multiple times per day

See title, occurs randomly throughout the day to all devices and has been happening for the last two or three weeks. Connection drops from all of our devices for a few seconds before returning. We are using only the xFi XB8 Gateway hardware, I have restarted both the gateway and our devices and have checked the gateway's coax connections.

Downstream	Channel Bonding Value
Channel ID	20	13	14	15	16	17	18	19	21	22	23	24	25	26	27	28	29	30	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	193	194
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked																	Locked	Locked
Frequency	507 MHz	465 MHz	471 MHz	477 MHz	483 MHz	489 MHz	495 MHz	501 MHz	513 MHz	519 MHz	525 MHz	531 MHz	537 MHz	543 MHz	549 MHz	555 MHz	561 MHz	567 MHz																	722000000	957000000
SNR	44.2 dB	44.2 dB	44.2 dB	44.2 dB	44.2 dB	44.1 dB	44.1 dB	44.1 dB	44.1 dB	44.1 dB	44.1 dB	43.9 dB	43.9 dB	43.9 dB	43.7 dB	43.7 dB	43.6 dB	43.5 dB																	42.7 dB	40.9 dB
Power Level	2.1 dBmV	2.5 dBmV	2.2 dBmV	2.0 dBmV	1.9 dBmV	1.9 dBmV	2.0 dBmV	2.1 dBmV	1.9 dBmV	1.7 dBmV	1.7 dBmV	1.6 dBmV	1.6 dBmV	1.7 dBmV	1.5 dBmV	1.4 dBmV	1.3 dBmV	1.3 dBmV																	0.6 dBmV	-4.0 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																	OFDM	OFDM

Upstream	Channel Bonding Value
Channel ID	17	18	19	20	0
Lock Status	Locked	Locked	Locked	Locked
Frequency	16 MHz	22 MHz	29 MHz	35 MHz
Symbol Rate	5120	5120	5120	5120
Power Level	41.3 dBmV	42.0 dBmV	43.0 dBmV	43.3 dBmV
Modulation	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA

Responses

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user_baap7r

Contributor

•

23 Messages

2 months ago

Welcome to the club. They'll try to replace your modem and/or install a splitter. This isn't the issue. It's a network issue. Push back. I hope they're able to fix it for you--there are a lot of us still dealing with this.

0

XfinityTony

Official Employee

•

1K Messages

2 months ago

@user_2f7l1x, thank you for your post! I am sorry to hear that you are having continued issues with your internet service. I can't imagine how frustrating that has been. We are going help you get this fixed. Your signal levels look pretty good. Do you notice the color of the light on top of your XB8 change color when you lose connection?

4

0

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user_2f7l1x

3 Messages

@XfinityTony The light does not change when this happens. I watched it occur multiple times today and each time phones, a computer, an exercise machine, and all other devices lost connection throughout the entire house.

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2 months ago

0

XfinityRay

Official Employee

•

2.2K Messages

I apologize that has been happening and understand that can get frustrating quickly, user_2f7l1x. Let's get this figured out! Are you using devices all on WiFi or do you have any that are wired that also drop?

Have you made any changes to the modem placement or wall coax outlet?

Do you have any splitters on the coax line between the wall outlet and modem?

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2 months ago

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U

user_2f7l1x

3 Messages

All devices aside from one are wireless, but even the wired device loses connection. The modem and coax outlet are the same as they have been for the last year. There are no splitters on the coax line.

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2 months ago

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XfinityKrista

Official Employee

•

1.5K Messages

Hello @user_2f7l1x, thank you for taking the time to reach out on social media. I understand your concern with the connection, and I'd be happy to check into this for you.

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

Click "Sign In" if necessary
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Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
Type your message in the text area near the bottom of the window
Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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2 months ago

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Your Home Network

user_2f7l1x

Internet dropping from all devices for a few seconds, multiple times per day

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