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Disconnected at the 10 min mark

Frequent Visitor

Disconnected at the 10 min mark

Any of my lengthy calls are being disconnected at the 10 minute mark.  Can anyone tell me why?  It's consistent between 10 min 4 seconds and 10 min 9 seconds..

Cable Expert

Re: Disconnected at the 10 min mark

I;ve notified the Comcast Corp escalation team to look into your equipment status and see if anything is off.

 

I trust you have tried it with a direct connected wired phone right to the eMTA's L1 jack, bypassing any cordless phone and inside phone wiring in the home.




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Frequent Visitor

Re: Disconnected at the 10 min mark

I have checked all the jacks/plugs, and they are correct.  I don't own a cordless phone.

Connection Expert

Re: Disconnected at the 10 min mark

Sounds like you need a tech.  Just to rule out wiring, can you plug a simple phone into the L1 jack and run a test?




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Retired Administrator

Re: Disconnected at the 10 min mark

Hi - were you able to test as James suggested? In either case, we will need to have a tech out. Testing things now would allow me to share more specifics with the tech when he arrives so he/she can get right to work on the problem on arrival.

Just 'Dete'
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Frequent Visitor

Re: Disconnected at the 10 min mark

Yes.  The only phone that I've got runs directly into the Arris.  I've also noticed that when I do get disconnected, I hear a busy signal, but the person that I'm talking to does not. 

Connection Expert

Re: Disconnected at the 10 min mark

There is a reset button in a small hole on the back of themodem.  You need to use a ballpoint pen or a toothpick toreach in anddepress that reset switch.  Hold it in until all the lights on the front except the power light go out and then release it.

See if that resolves the issue and post back.

Than you

 




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Frequent Visitor

Re: Disconnected at the 10 min mark

I've reset it, but haven't had any calls last long enough to test it yet!

Connection Expert

Re: Disconnected at the 10 min mark

OK post back when you get a chance to test it.




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Retired Administrator

Re: Disconnected at the 10 min mark

Please do - this is a peculiar problem, but we're happy to stick with you until its resolved.

Just 'Dete'
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Frequent Visitor

Re: Disconnected at the 10 min mark

Had a power failure yesterday while I was at work so the modem got reset a second time.  But just completed a 17 minute call without incident so I'd say all is well.  Thanks!

Retired Administrator

Re: Disconnected at the 10 min mark

Sounds good! we're here to help if the problem creeps back up.

Just 'Dete'
Retired Help Forums Admin



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Cable Expert

Re: Disconnected at the 10 min mark

The eMTA is supposed to have a battery backup that would last longer than 17 minutes, so I am stumped on why the eMTA would reset during such a short power failure.

 

Dete, can you check the status of the subscribers battery in the eMTA?




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Retired Administrator

Re: Disconnected at the 10 min mark

The battery looks fine - which is weird.

Just 'Dete'
Retired Help Forums Admin



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