Visitor

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9 Messages

09/01/2026 12:50 AM

Repeated brief internet outages

I’m experiencing repeated brief Internet outages/latency spikes almost daily in zip 94118. I’ve continuously logged 1-second pings to my LAN router, cable modem, Xfinity first-hop gateway (76.102.36.1), and 8.8.8.8. During the events, my router stays <1 ms and my modem stays ~1 ms, while the Xfinity gateway jumps into the hundreds/thousands of ms or times out; 8.8.8.8 shows the same pattern. My modem signal levels are currently excellent. I’d like this escalated beyond basic modem troubleshooting so someone can check CMTS/upstream history, ingress/noise, upstream SNR/MER, utilization, retransmissions/errors, and whether other modems on my node/segment show correlated impairment. If my drop checks out, please refer this to line/plant maintenance.

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Visitor

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9 Messages

20 days ago

My customer-owned NETGEAR CM3000 is currently running firmware V6.01.04. NETGEAR’s current firmware table lists V5.01.02 as the Comcast-deployed firmware for the CM3000. I’m experiencing repeated intermittent disconnects/latency events and would like this escalated to the appropriate provisioning/network team to determine whether V6.01.04 can be rolled back to V5.01.02 for diagnostic purposes.

Note: This comment was created from a merged conversation originally titled CM3000 Firmware problems

Official Employee

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3K Messages

20 days ago

Hey @user_pahtoj, Thank you for visiting our official Xfinity Forums Community support page. We can most certainly assist in troubleshooting and scheduling an In-Home Service Visit if needed. If there are any network issues, the local technician would need to confirm and escalate. We are not able to skip or bypass this step as issues would need to be validated. 

Can you please post the modem signals by following the steps on our Internet Troubleshooting Tips page? Please remove your personal IP address when posting.

Visitor

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9 Messages

@XfinityDemitrius​ Here is the info from my modem, with the MAC/IP address redacted. Please let me know if this is what you meant. Thanks very much.


Official Employee

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1.7K Messages

@user_pahtoj Thanks, we appreciate it. Okay, have you been able to see any splitters or amplifiers on the line going to the modem? 

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 as Best Answer.tick

Visitor

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9 Messages

I couldn't see any splitters or amplifiers

Official Employee

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1.1K Messages

I will be more than happy to help with your request. To begin, would you mind sending me your name and the address to your account in a Direct message?

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "Start New Conversation" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it.

 

For an example of how to send us a Direct Message, check out this link. 

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

 

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 as Best Answer.tick

Visitor

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9 Messages

OK I sent it to Xfinity Support via DM

Expert

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121.4K Messages

17 days ago

@user_pahtoj @XfinityDuron 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

Visitor

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9 Messages

The problem has still not been solved

Visitor

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9 Messages

I've noticed that it's much worse during weekdays during the day (roughly 10am - 4pm). On weekends and nights it's much better. There is no change in our household internet usage that would cause that, since my wife actually works during the week so she's not even home, and my internet usage is pretty constant days & nights and weekdays & weekends. So this suggests to me there is some other user or issue on the local tap or plant that is either massively swamping the network or causing noise/ingress during weekdays during the day.

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