U

Visitor

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3 Messages

Mon, Apr 25, 2022 2:31 PM

Intermittent drops in connection

I'm having some trouble with arbitrary drops in connection throughout the day. Looking at the event log of my Motorola SB8611 modem, these seem to coincide with timing sync and ranging response errors.

Sometimes there is a chain of log events like in the first image, and sometimes a single log event. This is an annoyance in the middle of the night, but its a showstopper during the work day. Attached is my downstream and upstream channels:
From what I understand from the pinned thread, the upstream power is much too high and symptomatic of line issues? I've noticed in other threads people are directed to open up a conversation, but I'm missing that icon in my forum page. The only splitter that I'm aware of in the connection from the street to my modem is the one that came with my xfinity set top box.

Accepted Solution

EG

Expert

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94.3K Messages

2分前

Here are some quality brand splitters that Comcast actually uses in different market areas;


Antronix CMC2002H 2-Way Splitter:

http://www.amazon.com/Antronix-CMC2002H-2-Way-Splitter/dp/B001E4OH1E

Regal 2 WAY 1 GHZ Splitter:

http://www.amazon.com/DIG702867-Regal-WAY-GHZ-SPLITTER/dp/B0018BQMUM/ref=sr_1_2?s=electronics&ie=UTF..

 
Extreme Broadband BDS102H 2-Way Digital Coax Splitter:

http://www.amazon.com/EXTREME-DIGITAL-PERFORMANCE-CABLE-SPLITTER/dp/B007YV0UQW 


Holland 2-way horizontal splitter 5-1000 MHz with ground.

http://www.3starinc.com/holland_2-way_horizontal_splitter_5-1000_mhz-w-ground.html   


Sv-2g 2-way Splitter 5-1000mhz:

http://www.amazon.com/Sv-2g-2-way-Splitter-5-1000mhz-Sv2g/dp/B003TH36CK 

You can try a new splitter but that may not be the cause of the problem. YMMV.

If there is nothing that you can do to improve the connection quality then you'll need a tech visit as stated.

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. And if the problem is found to be on their side of the demarcation point, there will not be any charge.


Good luck !

Visitor

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3 Messages

@EG​ 

It's worth a shot, and it's the only thing I can think of on my side to cause an issue.

Thank you for the suggestion! I hope when it arrives it will resolve my problems.

EG

Expert

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94.3K Messages

My pleasure ! Please post back here 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? Please mark an Accepted Answer!tick
EG

Expert

 • 

94.3K Messages

2分前

The upstream power is too high /out of spec and it may be intermittently fluctuating even higher 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 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 !

Visitor

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3 Messages

@EG​ Sir or Ma'am

If you can recommend a better splitter than the one xfinity gave me with my set top box then I'm all ears. There is no damage to the cable as far as I can tell either.

I appreciate your feedback, but I'm hoping to have the best reasonable proof that I can that this problem is not on my end before calling a tech out. As I understand it xfinity will leverage a fee against me if they determine the problem to not come from them, and I would like as much proof/evidence as possible one way or the other before trying to work with a tech.

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