Visitor
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2 Messages
Repeated intermittent DOCSIS outages – LAN stays online while Internet drops
I’m having repeated intermittent Internet outages on an XB7 (CGM4331COM). Wi-Fi/LAN stays working and 10.0.0.1 remains reachable, but Internet connectivity drops and the gateway sometimes turns red. During the latest outage, 10.0.0.1 responded to ping while 1.1.1.1 did not.
On Aug. 22 I captured another outage while it was occurring: downstream remained locked at ~40 dB SNR, but upstream showed Not Locked, Modem Status was Disconnected, and WAN connectivity was lost. The connection later recovered. Similar drops have happened repeatedly since then.
Please check the CMTS/modem history, upstream ranging/T3-T4 events, return-path noise or signal issues, and determine whether this is a line/plant issue or a failing XB7. I need root-cause troubleshooting rather than another gateway restart.
user_y6v6fk
Visitor
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2 Messages
30 days ago
I'm having the same issue in Westminster MD, high packet loss, disconnect, reconnect. Each event lasts 30-90 seconds. Support assistant just keeps telling me nothing is wrong reboot again. That's not the answer. Need some real troubleshooting.
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BruceW
Gold Problem Solver
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27.7K Messages
30 days ago
10.0.0.1 is the local private IP address of the XB7 itself and should always respond to ping when the device is powered up. 1.1.1.1 however is an IP that requires access to the public Internet. Network connection problems that affect both Ethernet and Wifi connections to the Internet are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the coax through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx $100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
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