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Extreme Pro -> Gigabit upgrade without a service call?

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Extreme Pro -> Gigabit upgrade without a service call?

I recently upgraded from Blast! to Extreme Pro (400Mbps) but after chatting with support discovered that I could get 986Mbps at my service address. The CSR said that a tech visit was required but I'd rather not get someone to come out if I can avoid it. I own my own equipment (CM1000) and had all the wiring redone from the street to my modem by Comcast a couple years ago after upgrading my set top box. My modem signals show no errors and I get a solid 477Mpbs. Is there really a need for a service visit or can a CSR just remotely update the bootfile on my modem and reprovision?

 

 

Accepted Solution

Re: Extreme Pro -> Gigabit upgrade without a service call?

by

The downstream power levels are weak / out of spec. This should be addressed first.

 

Stuff that you can try if it applies;

 

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test


If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


 

 

View answer in context
Connection Expert

Re: Extreme Pro -> Gigabit upgrade without a service call?

The downstream power levels are weak / out of spec. This should be addressed first.

 

Stuff that you can try if it applies;

 

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test


If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


 

 




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Re: Extreme Pro -> Gigabit upgrade without a service call?

Thanks, EG. I’ll take a look at the splitter setup. What should the downstream power level be to get me back to spec? A quick google says -7 to +7 dBmV...
Cable Expert

Re: Extreme Pro -> Gigabit upgrade without a service call?

See the troubleshooting guide. Oh and it won't make much difference, you'll still need a tech to come out for a pro install for Gig service in some regions. 




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Connection Expert

Re: Extreme Pro -> Gigabit upgrade without a service call?


@mattgwatson wrote:
Thanks, EG. I’ll take a look at the splitter setup. What should the downstream power level be to get me back to spec? A quick google says -7 to +7 dBmV...

Closer to 0 dB is best.




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We ask that you post publicly so people with similar questions may benefit from the conversation.
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