jesdigit's profile

Visitor

 • 

2 Messages

Fri, Oct 15, 2021 6:24 PM

Frequent speed reduction with short interruptions (audio cut-out in voice chat) and frequent service interruptions lasting multiple minutes

I spend a lot of my day talking on MS Teams, and I frequently have audio cut out.  This also manifests as dropping transfer rates in file transfers (though usually not terminating connections).  I also experience complete loss of connectivity multiple times per week which usually resolves itself within a few minutes, even without manual intervention to restart the modem (TG4482A).  When things are working smoothly and there's not much other demand on my bandwidth, I can get speed test results as fast as 940-950MBit.  My primary daytime use is on laptops wired through a gigabit switch to the cable modem.

Here are my current downstream/upstream values:

Downstream
Channel Bonding Value
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
159
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
Locked
Locked
Frequency
417000000
423000000
435000000
447000000
453000000
459000000
465000000
471000000
477000000
483000000
489000000
495000000
507000000
513000000
519000000
525000000
531000000
537000000
543000000
549000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
603000000
609000000
615000000
621000000
724800000
SNR
38.983261
38.605377
38.605377
38.983261
38.605377
38.605377
38.605377
38.605377
38.605377
38.983261
38.983261
38.983261
38.605377
38.983261
38.605377
38.605377
38.983261
38.605377
38.605377
38.605377
38.983261
38.983261
38.605377
38.983261
38.605377
38.605377
38.605377
38.983261
38.605377
37.636276
37.636276
38.605377
37.92 dB
Power Level
-8.099998
-7.400002
-7.900002
-7.700001
-7.799999
-7.500000
-7.900002
-7.700001
-7.500000
-8.099998
-8.000000
-7.799999
-8.400002
-8.000000
-8.700001
-8.799999
-8.500000
-9.500000
-9.500000
-9.500000
-10.000000
-10.000000
-9.700001
-10.000000
-9.900002
-9.599998
-10.099998
-10.400002
-10.200001
-10.700001
-11.099998
-10.599998
-11.700001 dBmv
Modulation
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
OFDM
Upstream
Channel Bonding Value
Index
1
2
3
4
5
Lock Status
Locked
Locked
Locked
Locked
Locked
Frequency
16400000
39600000
35600000
29200000
22800000
Symbol Rate
5120 KSym/sec
1280 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
47.770599
46.250000
48.270599
48.270599
47.770599
Modulation
64QAM
64QAM
64QAM
64QAM
64QAM
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA

 

Is this something that might be fixable on my end, or should I get a technician out here to investigate the connection to the house?  I already replaced the coax from the Xfinity connection to the modem with heavy shielded coax ("Weather Seal Quad Shield Outdoor 3GHZ RG-6").

Accepted Solution

EG

Expert

 • 

90.5K Messages

2 m ago

The downstream power is low / weak and it is out of spec on the higher frequency channels. There is a bit of a case of *cable tilt* / *slope* going on here. 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 Radio Shack, Home Depot, Target, 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, 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 !

(edited)

Visitor

 • 

2 Messages

@EG

There is only one connector, and it's not a splitter, it's the double-female provided by xfinity at the point the cable comes to the house (buried cable, in my case).  The coax on my side is pretty sheltered (and new).  I will double check for kinks, but I think I'm good there.  Will try to schedule a technician to investigate.

Thanks!

EG

Expert

 • 

90.5K Messages

2 m ago

O/k. Bear in mind that 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 !

XfinityEthan

Official Employee

 • 

513 Messages

1 m ago

Hi, @jesdigit. Did you have any progress on the issue with a technician? I would be happy to help if you would like to look into it.

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