Last week we had two power outages the affected my internet connection. Can you check these logs, please?
| Startup Procedure |
| Procedure |
Status |
Comment |
| Acquire Downstream Channel |
627000000 Hz |
Locked |
| Connectivity State |
OK |
Operational |
| Boot State |
OK |
Operational |
| Security |
Enabled |
BPI+ |
| IP Provisioning Mode |
Honor MDD |
honorMdd(4) |
|
| Downstream Bonded Channels |
| Channel |
Lock Status |
Modulation |
Channel ID |
Frequency |
Power |
SNR |
Correctables |
Uncorrectables |
| 1 |
Locked |
QAM256 |
40 |
627000000 Hz |
-6.2 dBmV |
39.8 dB |
0 |
0 |
| 2 |
Locked |
QAM256 |
24 |
531000000 Hz |
-4.9 dBmV |
40.7 dB |
0 |
0 |
| 3 |
Locked |
QAM256 |
25 |
537000000 Hz |
-5.1 dBmV |
40.5 dB |
0 |
0 |
| 4 |
Locked |
QAM256 |
26 |
543000000 Hz |
-5.6 dBmV |
40.2 dB |
0 |
0 |
| 5 |
Locked |
QAM256 |
27 |
549000000 Hz |
-5.3 dBmV |
40.3 dB |
0 |
0 |
| 6 |
Locked |
QAM256 |
28 |
555000000 Hz |
-5.5 dBmV |
40.2 dB |
0 |
0 |
| 7 |
Locked |
QAM256 |
29 |
561000000 Hz |
-5.3 dBmV |
40.3 dB |
0 |
0 |
| 8 |
Locked |
QAM256 |
30 |
567000000 Hz |
-5.9 dBmV |
40.1 dB |
0 |
0 |
| 9 |
Locked |
QAM256 |
31 |
573000000 Hz |
-5.4 dBmV |
40.3 dB |
0 |
0 |
| 10 |
Locked |
QAM256 |
32 |
579000000 Hz |
-5.7 dBmV |
40.2 dB |
0 |
0 |
| 11 |
Locked |
QAM256 |
33 |
585000000 Hz |
-5.7 dBmV |
40.2 dB |
0 |
0 |
| 12 |
Locked |
QAM256 |
34 |
591000000 Hz |
-6.1 dBmV |
40 dB |
0 |
0 |
| 13 |
Locked |
QAM256 |
35 |
597000000 Hz |
-6 dBmV |
40 dB |
0 |
0 |
| 14 |
Locked |
QAM256 |
36 |
603000000 Hz |
-5.7 dBmV |
40.2 dB |
0 |
0 |
| 15 |
Locked |
QAM256 |
37 |
609000000 Hz |
-5.8 dBmV |
40.1 dB |
0 |
0 |
| 16 |
Locked |
QAM256 |
38 |
615000000 Hz |
-5.7 dBmV |
40.1 dB |
0 |
0 |
| 17 |
Locked |
QAM256 |
39 |
621000000 Hz |
-5.8 dBmV |
39.9 dB |
0 |
0 |
| 18 |
Locked |
QAM256 |
41 |
633000000 Hz |
-6 dBmV |
39.9 dB |
0 |
0 |
| 19 |
Locked |
QAM256 |
42 |
639000000 Hz |
-5.5 dBmV |
39.9 dB |
0 |
0 |
| 20 |
Locked |
QAM256 |
43 |
645000000 Hz |
-6 dBmV |
39.8 dB |
0 |
0 |
| 21 |
Locked |
QAM256 |
44 |
651000000 Hz |
-5.8 dBmV |
39.9 dB |
0 |
0 |
| 22 |
Locked |
QAM256 |
45 |
657000000 Hz |
-6 dBmV |
39.9 dB |
0 |
0 |
| 23 |
Locked |
QAM256 |
46 |
663000000 Hz |
-5.9 dBmV |
39.9 dB |
0 |
0 |
| 24 |
Locked |
QAM256 |
47 |
669000000 Hz |
-6.3 dBmV |
39.4 dB |
0 |
0 |
|
|
|
| Upstream Bonded Channels |
| Channel |
Lock Status |
US Channel Type |
Channel ID |
Symbol Rate |
Frequency |
Power |
| 1 |
Locked |
ATDMA |
5 |
5120 Ksym/sec |
16400000 Hz |
46 dBmV |
| 2 |
Locked |
ATDMA |
6 |
5120 Ksym/sec |
22800000 Hz |
46 dBmV |
| 3 |
Locked |
ATDMA |
7 |
5120 Ksym/sec |
29200000 Hz |
46.3 dBmV |
| 4 |
Locked |
ATDMA |
8 |
5120 Ksym/sec |
35600000 Hz |
47.3 dBmV |
| 5 |
Not Locked |
Unknown |
0 |
0 Ksym/sec |
0 Hz |
0.0 dBmV |
| 6 |
Not Locked |
Unknown |
0 |
0 Ksym/sec |
0 Hz |
0.0 dBmV |
| 7 |
Not Locked |
Unknown |
0 |
0 Ksym/sec |
0 Hz |
0.0 dBmV |
| 8 |
Not Locked |
Unknown |
0 |
0 Ksym/sec |
0 Hz |
0.0 dBmV |
|
|
|
Accepted Solution
EG
Expert
•
110.3K Messages
2 years ago
This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless.
The downstream power is a bit on the low /weak side and it may be intermittently fluctuating even lower 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, abrasions, 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 !
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0
XfinityKei
Official Employee
•
1.5K Messages
2 years ago
Hi @user_d54549 Thanks for bringing your connection issues to our attention. Lets take a closer look to resolve this! Can you please DM me your first and last name along with your full service address so that I can assist you further?
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0
EG
Expert
•
110.3K Messages
2 years ago
@user_d54549
So did you get a chance to try any of those self-troubleshooting tips ?
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