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Service outage

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Posted by
Contributor

Message 1 of 22
1,084 Views
Woke up to No internet this morning, phone call with a tech didn't resolve it. Made appt unfortunately for Wednesday soon after that call Internet was on until 20 min ago. What's the deal? I live in Gaithersburg Md - anyone else experiencing outage in Gburg?
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Posted by
Official Employee

Message 20 of 22
886 Views
Solution

Thanks @EG - I know. I just wanted to make sure both usernames were alerted. 




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21 REPLIES
Posted by
Connection Expert

Message 2 of 22
1,058 Views

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 ?

Is this a WiFi connection ?




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Posted by
Contributor

Message 3 of 22
1,052 Views
Yes it is a wifi connection. Modem is ARRIS SURFboard DOCSIS 3.0 Cable Modem (SB6141). I have no internet connection right now so I can't send you the specs you asked.
Posted by
Connection Expert

Message 4 of 22
1,044 Views

O/k so when the connection is out are the "US", the "DS", and the "Online" indicator lights on the 6141 lit steadily or are the blinking ?




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Posted by
Contributor

Message 5 of 22
1,029 Views
Third light from the top blinks fast, bottom light blinks also, trying to attach a pic but not very successful
Posted by
Connection Expert

Message 6 of 22
1,009 Views

No need for a pic. O/k that narrows it down to a RF signal / connection to the Comcast system problem, not a WiFi problem.




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Posted by
Contributor

Message 7 of 22
1,005 Views
Thank you, does this mean I have to wait till Wednesday for a tech?
Posted by
Connection Expert

Message 8 of 22
994 Views

Still would like to see those signal stats but here is some stuff that you can try in the interim;

 

In a self troubleshooting effort to try to obtain better connectivity, 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 wait for the tech visit if nothing applies.




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Posted by
Contributor

Message 9 of 22
986 Views
Thanks for your insights much appreciated. Nothing changed, about 3 months ago same thing happened and I was told by the tech if I can remember...they were trying to isolate a problem in the area and Comcast came and unhooked something but they never came back to put me back on line - that was his non technical explanation! It sounded fishy! All my cables and splits are provided by Comcast!
Posted by
Connection Expert

Message 10 of 22
966 Views

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.




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Posted by
Contributor

Message 11 of 22
960 Views
Thank you 👍
Posted by
Connection Expert

Message 12 of 22
958 Views

Good luck ! And post back with how things turn out.




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Posted by
Contributor

Message 13 of 22
919 Views
Internet came back but lost cable then cable is back but can't change channel - RDK - 03033 error code is on tv! No internet at the moment still stuck on one channel.
Posted by
Connection Expert

Message 14 of 22
902 Views

dorky1 wrote:
Internet came back but lost cable then cable is back but can't change channel - RDK - 03033 error code is on tv! No internet at the moment still stuck on one channel.

Are you the original poster ?




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Posted by
Contributor

Message 15 of 22
886 Views
Yes I'm - having a hard time to post without the internet
Posted by
Connection Expert

Message 16 of 22
877 Views

I asked because it is a different forum name.




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Posted by
Contributor

Message 17 of 22
856 Views
Same person. And now outages reported in my area I give up!
Posted by
Official Employee

Message 18 of 22
812 Views

Hello @dorky1 and @myself. I can assist you with your internet and TV issues. Please send me a private message and include your full name, service address, and account number so I can start with diagnostics tests. If needed, I can also schedule an in home technician visit. 




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Posted by
Connection Expert

Message 19 of 22
797 Views

FWIW, they stated that they are the same person / customer..




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Posted by
Official Employee

Message 20 of 22
887 Views
Solution

Thanks @EG - I know. I just wanted to make sure both usernames were alerted. 




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Posted by
Contributor

Message 21 of 22
723 Views

Thank you both - service restored magically after 2 days on its own. I was even told after all the diagnostics over the phone I had a faulty cable box lol. 

Posted by
Connection Expert

Message 22 of 22
683 Views

Hope things hold up for you.. Good luck with it.




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