B

Visitor

 • 

5 Messages

Sat, Jun 19, 2021 3:03 AM

Connection drops randomly throughout day.

I have been having this issue for about a month, now.  Throughout the day, the best way I can describe it is that the internet has small hiccups during the day where there will be no signal to the internet from any device (wired connection directly from modem and Wi-Fi).

It really comes to pass whenever I try playing games over the internet.  My latency will spike up in the game, then when I run a speedtest - I will notice that my download speed has halved and my upload speed is basically non-existent causing a disconnection over and over again.  Most of the time the speeds are pretty steady, I get about 940 mb/s over wired devices and 350-400 mb/s over Wi-Fi devices, but whenever one of these hiccups happens, wired connections go down to 250-300 mb/s and Wi-Fi hits somewhere around 90 mb/s download and around 0.14-2 mb/s upload.

The modem was switched to a new gateway when we got the notice that the service increased from 1 gb to 1.2  so it's a brand new gateway the cable connection has handled the gigabit connection for over a year and a half and nothing has changed connection wise.  Still using the exact same computers as before.  I have done all the normal stuff as far as checking cable connection, splitter that is installed goes directly from the cable into the house into the splitter to the coax jack that the gateway is connected to.  All ethernet cables are 5e.  I'm sort of stuck here, because this has been going on for awhile and it's really hard to predict when it may happen.

I'm not sure how to get the normal information that is requested with power signals from the modem itself, but I have tried to get what I can.

Downstream Channel Bonding Value
Index 42 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 33 34 35 36 38 39 40 41 43 44 37
Lock Status Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked
Frequency 405 MHz 483 MHz 489 MHz 495 MHz 501 MHz 507 MHz 513 MHz 519 MHz 525 MHz 531 MHz 537 MHz 543 MHz 549 MHz 555 MHz 561 MHz 567 MHz 573 MHz 579 MHz 585 MHz 591 MHz 459 MHz 465 MHz 471 MHz 477 MHz 429 MHz 435 MHz 441 MHz 453 MHz 411 MHz 417 MHz 690000000
SNR 40.1 dB 39.6 dB 39.3 dB 39.4 dB 39.5 dB 39.5 dB 39.7 dB 39.8 dB 39.6 dB 39.5 dB 39.5 dB 39.5 dB 39.5 dB 39.3 dB 39.3 dB 39.2 dB 39.1 dB 39.1 dB 39.0 dB 39.0 dB 39.2 dB 39.2 dB 39.2 dB 39.3 dB 40.4 dB 40.8 dB 41.7 dB 39.6 dB 39.9 dB 40.0 dB NA
Power Level -2.0 dBmV -3.0 dBmV -3.2 dBmV -3.2 dBmV -3.2 dBmV -3.0 dBmV -2.5 dBmV -2.5 dBmV -2.7 dBmV -3.1 dBmV -3.3 dBmV -3.1 dBmV -3.0 dBmV -3.0 dBmV -3.1 dBmV -3.2 dBmV -3.3 dBmV -3.4 dBmV -3.3 dBmV -3.1 dBmV -3.7 dBmV -3.5 dBmV -3.6 dBmV -3.2 dBmV -1.0 dBmV 0.7 dBmV 4.4 dBmV -2.7 dBmV -2.1 dBmV -1.6 dBmV NA
Modulation 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM OFDM
Upstream Channel Bonding Value
Index 1 2 3 4 5
Lock Status Locked Locked Locked Locked Locked
Frequency 35 MHz 29 MHz 22 MHz 16 MHz 39 MHz
Symbol Rate 5120 5120 5120 5120 1280
Power Level 46.3 dBmV 45.5 dBmV 44.5 dBmV 43.3 dBmV 46.5 dBmV
Modulation QAM QAM QAM QAM QAM
Channel Type ATDMA ATDMA ATDMA ATDMA ATDMA
CM Error Codewords
Index 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32
Unerrored Codewords 1361914785 1361585307 1361591472 1361604956 1361610993 1361624543 1361635801 1290944152 1361691837 1361703570 1361714370 1361723196 1361733347 1361741618 1361747914 1361761265 1361872256 1361875908 1361884663 1361895441 1361867219 1361874621 1361874543 1361883646 512368866 1361871635 1361882258 1361891180 1361899248 1361895048 1361908541 1361914785
Correctable Codewords 79636 75285 76485 74859 74543 74383 74141 65154 73420 72248 72323 72454 71037 70444 70396 69470 68886 68320 68025 66658 76061 77798 76223 75671 436148701 78501 78539 77877 77476 81222 79759 79636
Uncorrectable Codewords 81043 70956 70565 67013 67096 65249 62352 56357 61311 59024 58043 57891 55997 53391 54838 53889 50579 52853 50952 49438 75312 75095 72981 70722 26785 79080 77050 78398 75169 84831 80777 81043

Thank You for any help.

Responses

Visitor

 • 

5 Messages

1 m ago

So I looked at the power levels for the upstream after replacing the coax cable again with the brand new one sent from Comcast as I noticed the old one may have been crimped.  There is no difference.  Upstream power levels will spike to around 58.8 dBmV which seems out of spec and the resulting speed tests reflected that as the download and upload speeds declined to less than half of the expected speed, in fact, upload speed didn't even register on the first speed test when the power levels spiked.

I don't have cable running to any other part of the house, just the single gateway modem/router so I have no idea what else I can check, but I also don't want a tech to come out, not find anything and charge me $200 while I continue paying the high rate for internet that isn't working correctly.

EG

Expert

 • 

88K Messages

1 m ago

FWIW, 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.


Good luck !

Visitor

 • 

5 Messages

1 m ago

Thanks for the insight, so the best bet now is to just try and get a tech out to look at it?  It's gotten worse over the past weekend.  Today alone, it has dropped out 5 times in the last 30 minutes which makes working from home difficult.  

EG

Expert

 • 

88K Messages

1 m ago

Yep.

..........................

New to the Community?

Start Here