3 Messages
Internet drops most days beween 1-2 PM. ...
Internet drops most days for about 5-30 minutes, between 1-2 PM. It is basically rock solid the rest of the day.
Any guesses of what the problem? I plugged directly into the modem, so I am pretty sure it has nothing to do with my wifi...
I posted some status from my modem (shortly after it recovered from an outage). Any guesses as to what my problem is.
Thank you !!!
| Downstream | Bonding Channel Value | ||||
|---|---|---|---|---|---|
| Channel ID | 21 | 22 | 23 | 24 | |
| Frequency | 543000000 Hz | 549000000 Hz | 555000000 Hz | 561000000 Hz | |
| Signal to Noise Ratio | 36 dB | 37 dB | 36 dB | 37 dB | |
| Downstream Modulation | QAM256 | QAM256 | QAM256 | QAM256 | |
Power Level
|
-1 dBmV | -1 dBmV | -2 dBmV | -2 dBmV | |
| Upstream | Bonding Channel Value | |||
|---|---|---|---|---|
| Channel ID | 3 | 13 | 4 | 2 |
| Frequency | 22800000 Hz | 35600000 Hz | 29200000 Hz | 16300000 Hz |
| Ranging Service ID | 11331 | 11331 | 11331 | 11331 |
| Symbol Rate | 5.120 Msym/sec | 5.120 Msym/sec | 5.120 Msym/sec | 5.120 Msym/sec |
| Power Level | 52 dBmV | 52 dBmV | 52 dBmV | 52 dBmV |
| Upstream Modulation | [2] QPSK [1] 32QAM [3] 64QAM |
[2] QPSK [1] 32QAM [3] 64QAM |
[2] QPSK [1] 32QAM [3] 64QAM |
[2] QPSK [1] 32QAM [3] 64QAM |
| Ranging Status | Success | Success | Success | Success |
| Signal Status (Codewords) | Bonding Channel Value | |||
|---|---|---|---|---|
| Channel ID | 21 | 22 | 23 | 24 |
| Total Unerrored Codewords | 15828512 | 15828547 | 15828549 | 15828550 |
| Total Correctable Codewords | 10 | 0 | 0 | 0 |
| Total Uncorrectable Codewords | 1460 | 1374 | 1374 | 1374 |
EG
Expert
•
111.3K Messages
2 years ago
The upstream power is out of spec and it may be intermittently fluctuating even farther 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 Home Depot, Target, Wal-Mart, 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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user_45addf
3 Messages
2 years ago
This is very helpful. Comcast seems to recommend getting the upstream power level down to 50 dBmV . Is 50 good? Or should I try to get it lower?
Thanks again.
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EG
Expert
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111.3K Messages
2 years ago
50 is still marginal. There's no wiggle room for the inevitable intermittent power level fluctuations. 40 to 45 dB is the desired range.
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XfinityDilary
Official Employee
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2.3K Messages
2 years ago
Hello @user_45addf. Thanks for posting on our community forums. I see @EG provided some troubleshooting steps to start with. Thanks, @EG! Did you get a chance to check those? Are you still experiencing issues?
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user_45addf
3 Messages
2 years ago
I checked power levels. I changed wiring to get downlink to 6 dbmv, and uplink to 45dbmv.
Unfortunately that didn’t fix the issue. Internet went out today for 15 minutes around 2 pm.
I narrowed it down to the uplink. I saw powers creep to mid 50s dbmv midday, before the outage.
I’ve tried to reach tech help on phone at xfinity multiple times, but it seems impossible. person i got on the xfinity chat seemed unfamiliar with signals levels or snr…dudnt seem to know what they even meant, just tried to reboot and sell me a new service plan.
i hope QA sees that chat…
(edited)
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EG
Expert
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111.3K Messages
2 years ago
Something intermittent is going on with the line / connection. That's too great of a swing in the upstream power level. Should only be about 3-4 dB.
You need to get a tech out to investigate. 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 !
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