NickG847's profile

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Thu, Nov 26, 2020 10:00 AM

Internet Dropping

My internet is dropping several times a day. We have a netgear modem CM1000v2. They have done a number of factory resets, but nothing is fixing the problem. I'm wondering if all of the cable upstream/downstream bonded channels need to be locked. We currently have 31/32 downstream locked and 5/8 upstream bonded channels locked - do they all need to be locked?  

 

Thanks in advance 

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BruceW

Gold Problem Solver

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22.4K Messages

7 m ago


@NickG847 wrote: ... We currently have 31/32 downstream locked and 5/8 upstream bonded channels locked - do they all need to be locked?  ...

No. 31/32 down and 5/8 up is fine on a DOCSIS 3.1 modem.

 

Are you connecting via Wifi or Ethernet? If Wifi, it's best to switch to an Ethernet cable connection if possible. That would allow you to determine whether the problem is the Wifi signal or the link between your equipment and Comcast's network. Network connection problems that affect both Ethernet and Wifi devices are often due to poor coax connections or damaged coax cable, usually in or near your home.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post the following information from your modem:

  • downstream power levels and SNR
  • upstream power levels
  • error log

If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. If they can't fix the problem remotely (unlikely), insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

 

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