Intermittant connectivity, please advise

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@wyk3d wrote:

Upsteam channel 1 fluctuates randomly into the 54 range. 

 

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That would cause an intermittent connectivity problem. Something is going on with the connection.

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.

Thanks for the additional troubleshooting techniques.  To my knowledge theres only 1 splitter inside the house, 3.5 each leg between the cable box and the modem. everything is tight.  I don't have another splitter to test with. When  I am able to check, channel 1 jumps to 54 is when I typically drop. Will a new modem fix this issue as they sent one out and it will be here today? I'm not confident as a signal issue wont magically get cured with a new modem, it might just be more resistant to sudden spikes in signal.

They are currently refusing to send an outside ine tech unless I have no services at all due to covid.  When I questioned why a line tech outside not near anyone was not able to come verify the lines they recently replaced were correct, the rep had no response and changed the subject.  Unfortunatelly with attempting to work from home, I can't make any calls reliably as connection is not consistent. They certainly keep taking that 160 dollars from my account for less than adequate service though. I guess I will just continue to call every few hours until something is resolved. 

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@wyk3d wrote:

When  I am able to check, channel 1 jumps to 54 is when I typically drop. Will a new modem fix this issue as they sent one out and it will be here today? I'm not confident as a signal issue wont magically get cured with a new modem, it might just be more resistant to sudden spikes in signal.

 

Not likely. All DOCSIS cable modems are designed to spontaneously re-boot at that high of a power level. YMMV. 

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Dropped into the crawlspace to verify no additional splitters. It appears to be the line coming in connected to a barrel connector (both connectors are newer style with the rubber boot)  and then a straight line to the splitter that runs cable box and modem. I did take a look and neither looked oxidized but, reconnected and verfied tight. I've tried another splitter that managed to find. Signals still unchanged and still dropping. I supposed one of the individual connectors could be bad but I'm running out of things to test which leads me to believe this is an outside problem. I just need to get comcast to understand that. 

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 with it !

New modem didn't change a thing (because why would it), still disconnecting. They refuse to send a tech and they refuse to give any sort of refund for services they are not providing. Does anyone have another contact that can get this issue sorted sooner than august which is what some covid models suggest. It has destroyed my ablity to work and I need to be able to earn income for the next 3 months.