U

Visitor

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17 Messages

Friday, June 6th, 2025 12:35 AM

Move gateway

I attempted to move my gateway to improve connectivity but when I moved the gateway to the new location my streaming service seemed to buffer (cut out).  I reviewed the information available on the Xfinity website and it made it seem easy.  Did I miss a step?

Accepted Solution

Contributor

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61 Messages

1 month ago

It sounds to me like the new location's coax connection isn't as good as the one in the previous location. If you move the gateway back to the first location, does buffering improve? One of the moderators on the board will probably reply to take the chat private, but the solution could potentially involve examining the coax layout of the house/apartment and making sure any unnecessary splitters are removed, ideally giving that location's outlet as direct a path back to the outside coax line as possible. Good luck!

Accepted Solution

Expert

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111.6K Messages

1 month ago

@user_675df2 

Is this via WiFi or a hardwired Ethernet connection ?

Visitor

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17 Messages

Hardwired. I am hoping that Xfinity will chime in and maybe run some diagnostic.  

Accepted Solution

Expert

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111.6K Messages

1 month ago

@user_675df2 

OK, what do the modem's signal status values look like at the second location ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1 

Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.


What is the exact make and model number of the modem / gateway device ?

Accepted Solution

Official Employee

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903 Messages

1 month ago

@user_675df2 Thanks for adding a post. If the internet is working at the new location, you didn't miss anything. The degraded signal can be a cause of too many splitters or bad cables. What connectivity problems were there to try the change?

Visitor

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17 Messages

@XfinityBenny​ 

I posted to signal values and another user indicated that they are low. Is this something that you can look into 

Official Employee

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2.2K Messages

@user_675df2 I appreciate you sharing those signal values to give us a better idea of your modem connection strength and thank you @EG for offering your insights :). I will troubleshoot with you today and help you schedule an appointment with a technician if the issue can't be resolved remotely.

 

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address so I can find the account and get started on a resolution. 

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

Accepted Solution

Expert

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111.6K Messages

1 month ago

@user_675df2 

Have you had a chance to check those signal values ?

Visitor

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17 Messages

@EG​ Where do I find those values.  I have accessed the modem.. BTW it's an xfinity modem XB7

Accepted Solution

Visitor

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17 Messages

1 month ago

Channel ID
20
1
2
2
4
5
6
7
8
9
10
11
12
13
14
15
16
0
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
543 MHz
429 MHz
435 MHz
441 MHz
447 MHz
453 MHz
459 MHz
465 MHz
471 MHz
477 MHz
483 MHz
489 MHz
495 MHz
501 MHz
507 MHz
513 MHz
519 MHz
957000000
SNR
35.8 dB
36.5 dB
36.5 dB
37.1 dB
37.0 dB
36.6 dB
36.8 dB
37.0 dB
37.2 dB
37.0 dB
37.3 dB
37.4 dB
37.1 dB
36.8 dB
36.9 dB
36.9 dB
36.9 dB
23.7 dB
Power Level
-12.5 dBmV
-12.0 dBmV
-12.2 dBmV
-11.5 dBmV
-11.4 dBmV
-11.9 dBmV
-11.5 dBmV
-11.3 dBmV
-11.0 dBmV
-11.1 dBmV
-11.0 dBmV
-11.0 dBmV
-11.1 dBmV
-11.6 dBmV
-11.6 dBmV
-11.4 dBmV
-11.4 dBmV
-25.9 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
64 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM

Visitor

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17 Messages

Downstream
Channel Bonding Value
Channel ID
20
1
2
2
2
5
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
193
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
543 MHz
429 MHz
435 MHz
441 MHz
447 MHz
453 MHz
957000000
SNR
35.5 dB
36.2 dB
36.4 dB
36.6 dB
36.8 dB
36.8 dB
21.9 dB
Power Level
-12.6 dBmV
-12.1 dBmV
-12.0 dBmV
-11.5 dBmV
-11.3 dBmV
-11.8 dBmV
-25.9 dBmV
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM

Visitor

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17 Messages

The first table is from original location. Second is where I want to place the modem

Accepted Solution

Expert

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111.6K Messages

1 month ago

In both places, the downstream power is too low / out of spec. The SNR's are on the low side as well. It also appears that there are channels missing. That also can be caused by the connection quality impairment.  Would you please also post the upstream channel values for both places.

Accepted Solution

Visitor

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17 Messages

1 month ago

I didn’t move back the modem back to the original location. I switched out the cable and it seems much better for now 

Channel ID
2
4
3
1
41
Lock Status
Locked
Locked
Locked
Locked
Locked
Frequency
22800000
35600000
29200000
16400000
39900000-84275000
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
0 KSym/sec
Power Level
43.020599
44.270599
43.770599
42.270599
55.432629
Modulation
16QAM
16QAM
16QAM
16QAM
OFDMA
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_OFDM

Accepted Solution

Expert

 • 

111.6K Messages

1 month ago

@user_675df2 

There is still an impairment somewhere. Even though the upstream channel values are in spec, the channels are operating at 16 QAM modulation when they should be at 64 QAM. Line noise ingress in the upstream / return path can cause them to drop down to using a lower order modulation scheme like that.

There are other signal stat values 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 (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check 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 check those upstream receive signal stats.

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

(edited)

Visitor

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17 Messages

Thank you for getting this to the correct place. Also, as a side note when I get in the Xfinity app it indicates that I am eligible for a modem upgrade. I see that there is an xb10. Any chance I can get the xb10. Again thanks for your help 

Expert

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111.6K Messages

1 month ago

@user_675df2 

Quite welcome ! I am unable to answer your question as I am not a Comcast employee. Sorry.

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