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Is the Splitter the problem?

New Poster

Is the Splitter the problem?

I am having two problems:

 

1) My internet dies 3-4 times a week. I have to go up and reset the router/modem and it comes back. The service is 10 months old, as is the Modem/Router.

 

2) My HD channels almost always lag. Sometimes its barely noticeable, sometimes the picture is totally frozen. Sometimes all the channels that I subscribe to say "must call to subscribe".

 

So my GUESS is that I have one cable hookup in the living room; both the Main TV/DVR and Modem operate on that same hookup via a splitter. Than I have a second tv hooked up upstairs on the X1 platform.

 

Is Xfinity's service just not good enough to operate both internet/cable via one hookup? Do I need a second one? For the record I just reset a bit ago and my speeds on phone Wifi are 30 MB Download 6 upload

Connection Expert

Re: Is the Splitter the problem?

Start with the modem's signal stats. Perhaps they already are, or they are close to being out of spec and intermittently they go completely of spec. Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?





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New Poster

Re: Is the Splitter the problem?

Sorry for the delay! Thanks for helping! I apologize but I wasnt able to find the SNR - I checked everywhere, twice Smiley Sad

 

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 591000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File    
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)
 
Provisioned Downstream and Upstream Throughput
Type Throughput
Downstream Provisioned Rate  
Upstream Provisioned Rate  
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 13 591000000 Hz -9.2 dBmV 38.2 dB 0 0
2 Locked QAM256 9 567000000 Hz -8.8 dBmV 40.4 dB 0 0
3 Locked QAM256 10 573000000 Hz -9.5 dBmV 40 dB 0 0
4 Locked QAM256 11 579000000 Hz -9.2 dBmV 40 dB 0 0
5 Locked QAM256 12 585000000 Hz -8.8 dBmV 40.2 dB 0 0
6 Locked QAM256 14 597000000 Hz -9.4 dBmV 39.4 dB 0 0
7 Locked QAM256 15 603000000 Hz -9.7 dBmV 39.5 dB 0 0
8 Locked QAM256 16 609000000 Hz -9.7 dBmV 39.9 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 36500000 Hz 52.3 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 30100000 Hz 52.3 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 23700000 Hz 52.3 dBmV
4 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
New Poster

Re: Is the Splitter the problem?

The router is a Netgear C3000

Connection Expert

Re: Is the Splitter the problem?

The downstream power is too weak and the upstream power is too high/out of spec. That can cause random disconnects, spontaneous re-booting of the modem, and speed and latency problems.

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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Official Employee

Re: Is the Splitter the problem?

Hi @cmelcher52384. If you need help scheduling a technician to visit your home to correct the RF signal issue, I can help. Please send me a private message and include your full name, service address, and account number so I can assist. 




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