Visitor
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9 Messages
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.



user_pahtoj
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.
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XfinityDemitrius
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.
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EG
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.
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