Connectivity Issue

Please post the details of the problem that you are having right here.

After providing screenshots of the Connections screen and Error Log to Motorola, the person at Motorola stated:

“Based on the amount of errors you are getting on the Downstream Bonded Channel and the T3/4 timeouts in the Event Log, I do think its an issue with the signal coming in. Normally, the errors in the channels would be near 0 and you should have little to no timeouts either.
 
A tech from your ISP should be able to come out to look over any damaged lines and assess the signal and correct the issue for you.”

OK, let's start here if you wish. What do the modem's signal stats look like ? 

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.

Please also post those modem RF error log entries in their entirety (copy and paste all of the text) but redact the CM and the CMTS MAC addresses for your privacy or else the forum bot will not allow your post to be seen publically.

The upstream power is too high and it may be intermittently fluctuating even farther out-of-spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

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 Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.

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.

Good luck with it !

I don’t have any splitters in my home and my wires appear in good shape. What is the easiest avenue to book a tech to come investigate and correct the issue?

I'm going to refer your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to arrange a tech appointment for you. Good luck ! Please post back here with how things turn out.

Thank you for referring me. I have not heard from the Digital Care Team yet. Will they connect with me on this board or some other channel?