Visitor
•
4 Messages
CM2000 Dropping Internet
Hello,
My CM2000 that I just replaced due to this issue continues to have the issue of dropping internet intermittently. The power levels in it stated they were high, so I got a Forward Path Attenuator which brought the power levels within spec. Issue is still there, but now the modem says it is in partial service mode occasionally. I also replaced the coax cable from the modem to the wall port which didn't help. I changed the surge protector it was plugged into and also tried plugging directly into wall and that didn't help either. All I can think of at this point is that the issue is with the cables outside my home. I just want to be sure before asking Xfinity to come out and look.
Any help would be appreciated here! Let me know if I can send the txt file of the Cable Modem power levels and such, as I don't entirely know what I am looking at except for seeing the power levels are in a better place.
Thanks,
Jake
EG
Expert
•
108.7K Messages
2 years ago
Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.
Are there any modem error log entries being shown ? If so, please post them as well in their entirety (copy and paste them, don't post a screenshot) but redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. The posting of personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically.
1
0
EG
Expert
•
108.7K Messages
2 years ago
OK so even though the signal status values looked OK at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) / an upstream channel / return path impairment somewhere.
There are other signal stat values that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll the CMTS for those upstream receive signal stats. You should get a reply here in your topic. Good luck !
6
EG
Expert
•
108.7K Messages
2 years ago
@JAEberhart
Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 5-month-old dead thread is now being closed.
For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on an old thread can delay getting help.
0
0