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Intermittent connectivity issues, even when hardwired, even with great throughput and latency
Hi -
I am hardwired to the Xfi modem (ARRIS TG3482G). I have excellent throughput (900 Mbps down, 35 Mbps up) and 8-15ms ping response times.
However I am not able to reliably carry on a single video conference call, sometimes even with video off. I know the problem is on my side because none of the other participants are having issues. The problem is intermittent - sometimes it's fine for many minutes, sometimes it's problematic. I assumed the problem was due to my wireless setup, but it still occurs even when hard-wired, so I'm confident it's not wireless-related. All cables from the splitter down are new Cat6 (or better) cable. There's only one splitter, and it's one of the ones recommended elsewhere in this forum for Gigabit connections.
Here are the upstream and downstream signals.
Downstream | Channel Bonding Value | |||||||||||||||||||||||||||||||
20 | 0 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 16 | 17 | 18 | 19 | 21 | 22 | 23 | 24 | 25 | 26 | 27 | 28 | 29 | 30 | 31 | 32 | 33 | 34 | 35 | 36 | 37 | 38 | |
Locked | NotLocked | 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 |
525000000 | 447000000 | 453000000 | 459000000 | 465000000 | 471000000 | 477000000 | 483000000 | 489000000 | 495000000 | 507000000 | 513000000 | 519000000 | 531000000 | 537000000 | 543000000 | 549000000 | 555000000 | 561000000 | 567000000 | 573000000 | 579000000 | 585000000 | 591000000 | 597000000 | 603000000 | 609000000 | 615000000 | 621000000 | 627000000 | 633000000 | 713600000 | |
38.605377 | 38.983261 | 38.983261 | 38.605377 | 40.366287 | 40.366287 | 38.983261 | 38.983261 | 38.983261 | 38.983261 | 38.605377 | 38.983261 | 38.605377 | 38.605377 | 38.605377 | 38.605377 | 38.605377 | 38.605377 | 38.605377 | 38.605377 | 38.605377 | 38.605377 | 38.605377 | 38.983261 | 38.983261 | 38.605377 | 38.605377 | 38.605377 | 38.983261 | 38.605377 | 38.605377 | NA | |
-2.500000 | -2.099998 | -1.599998 | -2.000000 | -2.000000 | -2.000000 | -1.799999 | -2.099998 | -2.200001 | -2.299999 | -2.299999 | -2.500000 | -2.000000 | -2.200001 | -1.500000 | -2.200001 | -1.299999 | -1.000000 | -1.799999 | -0.799999 | -1.500000 | -1.700001 | -1.599998 | -2.400002 | -1.599998 | -2.099998 | -2.599998 | -2.099998 | -2.400002 | -1.500000 | -0.799999 | NA | |
QAM256 | UNKNOWN | 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 | |||
1 | 2 | 3 | 4 | 5 |
Locked | Not Locked | Locked | Locked | Not Locked |
30300000 | 17300000 | 36700000 | 41200000 | 23700000 |
5120 KSym/sec | 5120 KSym/sec | 5120 KSym/sec | 1280 KSym/sec | 5120 KSym/sec |
53.020599 | 53.270599 | 49.270599 | 51.250000 | 53.270599 |
64QAM | 64QAM | 64QAM | 64QAM | 64QAM |
US_TYPE_ATDMA | US_TYPE_ATDMA | US_TYPE_ATDMA | US_TYPE_ATDMA | US_TYPE_ATDMA |
Here's a representative PingPlotter screen shot: https://i.imgur.com/afDFofV.png
The incoming cable from the street is at 30 years old. I'm beginning to suspect it.
Comcast support (via the chat agent) found something and adjusted something once, but I'm not sure it made any difference.
I'd appreciate any insights about what to look for or try next.
Responses
EG
Expert
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86.1K Messages
8 m ago
The upstream power is too high / 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 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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