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9 Messages
30Mbps instead of 300Mbps and daily spontaneous router reboots
Hello,
For the past month or so, I'm only getting 10% of the download speed of my plan (300Mbps) and every day around the same time (10:30am or so) my router spontaneously reboots, and takes sometimes upwards of 30 minutes to come back up. Some days it does this 2 or 3 times.
I did a "chat" on the comcast website a few days ago, and the support rep told me I had to contact my modem maker (since I own it) -- which I did, and Arris told me that the power levels are out of spec. Some (but not all) of the downstream channels are lower than -15 dBmV and some of the the upstream channels are lower than 33 dBmV. There are also a lot of "Uncorrectables" for several of the channels.
Yesterday, I check it and and saw that the downstream power levels were all in spec (all around zero!), and my download speed was back where it should be (~250Mbps)! Yay, right? No. 2 hours later, I check again and it's back to 30Mbps and the power levels are below spec again, and then as I'm looking at it, the router spontaneously reboots again.
This is all on a wired gigabit ethernet connection, so slow wifi is not the issue.
Apparently there are signal issues in my neighborhood, even though the comcast website (and the support rep I chatted with) say there are no issues on their end. I've talked to other people in my area who also have the rebooting router issue.
What's the best way to get this escalated so an engineer can look at it?
Thanks in advance,
-Erik
Erik_Stackhouse
Frequent Visitor
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9 Messages
5 years ago
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Erik_Stackhouse
Frequent Visitor
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9 Messages
5 years ago
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Erik_Stackhouse
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9 Messages
5 years ago
These show up in the log about every 30 minutes:
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BruceW
Gold Problem Solver
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26.5K Messages
5 years ago
They always begin troubleshooting where the problem is observed, so if you haven't had a premise tech out to look at this, that's where you need to start.
Signal problems like the ones you've posted are often due to poor coax connections or damaged coax cable, usually in or near your home.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips.
If you can't fix this, call them or use Chat. 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 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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Erik_Stackhouse
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9 Messages
5 years ago
Ok, thanks for your reply.
I guess I'll have to use the chat again and ask them to send out a service tech. The only pysical connections are the grounded 1-1 connector block on the outside of the house, then there's a 1-1 connector block, just inside, and a cable goes right from there to the modem. I've already checked the tightness of all three connections, so it's not that, and the modem itself seems fine, since it *does* work like it's supposed to when the signal strength in spec.
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BruceW
Gold Problem Solver
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26.5K Messages
5 years ago
I should have said in my previous message: If the premise tech finds out-of-spec signals at the tap or pedestal and cannot correct them, it is up to them to pass the problem up the line to someone who can. Keep leaning on them to get this fixed, and good luck!
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Erik_Stackhouse
Frequent Visitor
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9 Messages
5 years ago
Thanks. I will get to the bottom of it one way or another. I don't usually *need* the 300mbit download, though it's handy when I do, but the constant reboots are really annoying.
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Erik_Stackhouse
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9 Messages
4 years ago
Wow. Another conicidince. It rebooted again within minutes of my last post, and when it came back up my event log has errors in it again. I guess I'll have to have them send a tech out after all, though this could be really frustrating, since the issue is intermittent now.
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Erik_Stackhouse
Frequent Visitor
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9 Messages
4 years ago
Interestingly, without doing anything at all, my signal power levels are fine now, and the router hasn't spontaneously rebooted in over 48 hours. I guess it's just a conincidince that this happened within hours of my post on this forum?
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BruceW
Gold Problem Solver
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26.5K Messages
4 years ago
Sounds good, thank for posting your results, and happy surfing! 😉
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Erik_Stackhouse
Frequent Visitor
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9 Messages
4 years ago
Another WOW: I chatted again with customer support, and they sent out a tech, who was here within an hour, and had to replace the line from the pole to the house, which took a little over an hour, and now my signals are like 20 times better than they were. Couldn't be happier. Comcast service is really good if you are persistent.
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