huongquach11's profile

Frequent Visitor

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7 Messages

Fri, Jun 19, 2020 8:00 PM

High Upstream/Downstream Power Levels

I have been experiencing severe internet drops to the point where my internet is rendered useless as it's impossible to even keep a steady connection. I contacted Comcast several times asking for help, and their only suggestion is that my internet is too slow to handle the usage load (which I know is bull because it's always been fine for the past 5-6 years), and to swap a new modem. I went to the Xfinity store today to swap out a new one, but the problem still persists. A technician came a bit back but said they couldn't do anything because they didn't detect any problems (blamed it on my internet speeds). I want to try and get another technician up, but what should I tell them so they can properly inspect my cables and such? Here are the Upstream and Downstream Levels:

 

Upstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
Lock Status
Locked
Not Locked
Not Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
29.60 MHz
16.50 MHz
23.00 MHz
36.10 MHz
 
 
 
 
Symbol Rate
5120 KSym/s
0 KSym/s
0 KSym/s
5120 KSym/s
 
 
 
 
Power Level
53.00 dBmV
0.00 dBmV
0.00 dBmV
42.25 dBmV
 
 
 
 
Modulation
64 QAM
QPSK
QPSK
64 QAM
 
 
 
 
Channel Type
DOCSIS2.0 (ATDMA)
(Unknown)
(Unknown)
DOCSIS2.0 (ATDMA)
 
 
 
 

 

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
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
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
525.00 MHz
453.00 MHz
459.00 MHz
465.00 MHz
471.00 MHz
477.00 MHz
483.00 MHz
489.00 MHz
495.00 MHz
501.00 MHz
507.00 MHz
513.00 MHz
519.00 MHz
531.00 MHz
537.00 MHz
543.00 MHz
549.00 MHz
555.00 MHz
561.00 MHz
567.00 MHz
573.00 MHz
579.00 MHz
585.00 MHz
591.00 MHz
 
 
 
 
 
 
 
 
SNR
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.95 dB
40.95 dB
40.37 dB
40.95 dB
40.95 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
38.61 dB
38.61 dB
40.37 dB
40.37 dB
40.95 dB
40.37 dB
 
 
 
 
 
 
 
 
Power Level
7.30 dBmV
6.70 dBmV
6.80 dBmV
7.00 dBmV
7.20 dBmV
7.30 dBmV
7.20 dBmV
7.40 dBmV
7.10 dBmV
7.10 dBmV
7.40 dBmV
7.30 dBmV
7.20 dBmV
7.00 dBmV
6.80 dBmV
6.50 dBmV
6.10 dBmV
5.40 dBmV
4.40 dBmV
4.20 dBmV
6.30 dBmV
7.20 dBmV
7.70 dBmV
7.90 dBmV
 
 
 
 
 
 
 
 
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
 
 
 
 
 
 
 
 

Responses

EG

Expert

 • 

86.2K Messages

10 m ago

The upstream power is too high / out of spec  on channel 1. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the unbonding of the multiple bonded upstream channels (you only have one ).

In a self troubleshooting 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 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart 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.

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Frequent Visitor

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7 Messages

10 m ago

What should I address to them? Last time I had a technician come, they didn't really do much, so this time I want to give him some specific details that they could look at, instead of just running a diagnostic test and determining that there's nothing wrong.

EG

Expert

 • 

86.2K Messages

10 m ago

Did any of the tips apply ?

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

Frequent Visitor

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7 Messages

10 m ago

Not really. I didn't find any splitters outside where the cable box is, neither did I find any leading to my modem inside my house. The rest of the wire they stuffed on the roof of my house that I can't locate.

EG

Expert

 • 

86.2K Messages

10 m ago

Sorry that nothing helps you. When a tech comes out, show them this thread. Good luck with it ! Please post back with how things turn out.

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

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