Visitor
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9 Messages
Daily Internet Outage
Hello,
I am having daily Internet outages and have narrowed it down as far as I can, which is to the modem I purchased. Since rebooting, I have thousands of corrections on my downstream channels and several uncorrected (this has been only an hour since modem reboot). This issue has been happening for a while and I can't keep providing daily modem reboots. I'm hoping to have a higher level of tech support besides the normal "try turning it off and back on again". I believe there is an issue, but I think it will require a Comcast tech.
Please advise!
Accepted Solution
EG
Expert
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110.3K Messages
3 years ago
Quite welcome ! 😊 This may or may not be the root cause of the problem (YMMV), but it should be addressed regardless. The downstream power is too high / strong !
Is there a cable amplifier or a powered splitter / amplifier connected to the coax cable line that leads to the modem ? If so, try bypassing / disconnecting it and see what happens.
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EG
Expert
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110.3K Messages
3 years ago
What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1
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.
What is the exact make and model number of the modem / gateway device ?
Is this with a WiFi connection ?
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user_11e45b
Visitor
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9 Messages
3 years ago
Hi and thank you for taking the time to spend your time helping myself and others with similar issues. It is much appreciated!
The technical info...
Modem Model: Motorola MB8611
Wired connection; not a WiFi issue
(Next post will have the requested info)
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user_11e45b
Visitor
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9 Messages
3 years ago
Connection
Startup Sequence
Startup Step Status Comment
Acquire Downstream Channel 507000000 Hz Locked
Upstream Connection OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
Connection Status
System Up Time 0 days 04h:28m:22s
Network Access Allowed
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 5 507.0 14.1 38.3 546 0
2 Locked QAM256 2 483.0 13.1 38.0 380 0
3 Locked QAM256 3 489.0 13.2 38.1 504 0
4 Locked QAM256 4 495.0 13.4 38.1 600 0
5 Locked QAM256 6 513.0 14.5 38.5 457 0
6 Locked QAM256 7 519.0 14.6 38.3 475 0
7 Locked QAM256 8 525.0 14.8 38.5 420 0
8 Locked QAM256 9 531.0 14.9 38.5 501 0
9 Locked QAM256 10 537.0 15.1 38.6 507 0
10 Locked QAM256 11 543.0 15.0 38.4 723 0
11 Locked QAM256 12 549.0 15.1 38.4 850 0
12 Locked QAM256 13 555.0 15.2 38.5 1042 0
13 Locked QAM256 14 561.0 15.3 38.4 1313 0
14 Locked QAM256 15 567.0 15.4 38.5 1357 0
15 Locked QAM256 16 573.0 15.3 38.4 1790 0
16 Locked QAM256 17 579.0 15.3 38.5 2137 0
17 Locked QAM256 18 585.0 15.2 38.5 2832 0
18 Locked QAM256 19 591.0 15.4 38.5 3051 0
19 Locked QAM256 20 597.0 15.6 38.4 3515 0
20 Locked QAM256 21 603.0 15.9 38.5 3816 0
21 Locked QAM256 22 609.0 16.1 38.4 4296 0
22 Locked QAM256 23 615.0 16.2 38.4 4786 0
23 Locked QAM256 24 621.0 16.3 38.4 5394 0
24 Locked QAM256 25 627.0 16.1 38.3 6378 0
25 Locked QAM256 26 633.0 15.7 38.2 10083 0
26 Locked QAM256 27 639.0 15.7 38.2 11841 0
27 Locked QAM256 28 645.0 15.7 38.2 13847 0
28 Locked QAM256 29 651.0 15.7 38.2 17419 0
29 Locked QAM256 30 657.0 15.9 38.3 19670 0
30 Locked OFDM PLC 31 722.0 18.3 38.0 232934611 2
31 Locked QAM256 36 663.0 15.9 38.1 23066 0
32 Locked QAM256 37 669.0 16.2 38.3 20282 0
Upstream Bonded Channels
Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked SC-QAM 1 5120 35.6 47.3
2 Locked SC-QAM 2 5120 29.2 48.0
3 Locked SC-QAM 3 5120 22.8 47.8
4 Locked SC-QAM 4 5120 16.4 48.3
5 Locked SC-QAM 5 1280 39.6 45.0
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user_11e45b
Visitor
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9 Messages
3 years ago
Thanks again for the quick response! There is nothing between my modem and Comcast's box in the neighbors yard. How do I go about having Comcast/Xfinity address the excessive downstream power?
(edited)
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EG
Expert
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110.3K Messages
3 years ago
Call 1800comcast and request a tech visit. Good luck !
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user_11e45b
Visitor
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9 Messages
3 years ago
Thank you for your help with this, I'll give them a call. I appreciate your guidance and knowing what exactly I need to make mention of.
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EG
Expert
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110.3K Messages
3 years ago
My pleasure ! Please post back here with how things turn out after the tech visit.
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user_11e45b
Visitor
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9 Messages
3 years ago
*Update*
Comcast made some back end changes and some of the power levels are reduced and so far, no corrected OR uncorrected errors on the modem. Will give it some time, but still hoping to have a tech check the coax from the box to the house. Thank you everyone for your assistance!
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EG
Expert
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110.3K Messages
3 years ago
@user_11e45b
Thanks for circling back !
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user_11e45b
Visitor
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9 Messages
3 years ago
Final update!
Technician arrived and informed me that they were adjusting and fine tuning the signal in the area over the course the last few days due to my call. The tech stated that the power levels were adjusted several times until they were acceptable. He also checked the line and confirmed all was well (saw only 3db loss from the box to my house). He also added a splitter to account for when the power drifts up towards 12db in the winter. My current levels:
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user_11e45b
Visitor
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9 Messages
3 years ago
He also stated that the OFDM seemed abnormal and was going to escalate that issue. Obviously, work in progress but it is getting resolved. Thank you for your help!
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tdelton018
Visitor
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1 Message
2 years ago
I am a new Xfinity customer and I'm also having daily outages. My husband is so annoyed that he told me to go back to AT&T but I really would like to get the issue fixed instead.
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EG
Expert
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110.3K Messages
2 years ago
@tdelton018
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 / marked "Solved" 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.
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