proudpak's profile

Regular Visitor

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7 Messages

Wed, Apr 1, 2020 12:00 PM

Comcast Blaming Modem, Motorola is blaming Comcast

Hi,

 

I am going back and forth with Comcast, and now I am getting the taste of tier 1 techs who have no idea how to troubleshoot only the following scripts.

Long story short, I am not getting over 70mbps and I get my intermittently my internet stops working.  I am using Motorola 8600 and I am seeing T3 error messages, however, none of the techs keeps making blame to the modem. How can I get this resolve? 

 

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Responses

EG

Expert

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86.1K Messages

1 y ago

Can't see your pic. Since you are a new poster, it needs to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting it at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to it here.

 

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Regular Visitor

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7 Messages

1 y ago

Regular Visitor

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7 Messages

1 y ago

Can you check following url?

 

https://imgur.com/a/2E131Qn

 

 

EG

Expert

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86.1K Messages

1 y ago

Please also post the modem's signal stat figures. Post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
EG

Expert

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86.1K Messages

1 y ago

That's some ugly numbers you have there !!! The upstream power is WAY out of spec, and so is the SNR on many of the downstreams ! That will cause random disconnects, spontaneous re-booting of the modem, speed, latency, and packet loss problems

 

In an 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 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, 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.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Regular Visitor

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7 Messages

1 y ago

Thank you for your help and feedback

How can I convince Comcast tech to come and take a look, since they keep telling me all signals are good and there is no issue at all.

The connection was done about 6 years back, and Comcast came and all they did is cut all the precious coax connections and used their spitter. 

I never had issues with them before, until I jumped my plan from 25 to 100. Which make me feel it was either not done properly in the first place, or something with time caused this issue.

 

 

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