12 Messages
Internet keeps dropping every few days at different times of the day.
This has been going on ever since service was installed, since I am using my own modem a Netgear CM2000 the fix has been to power cycle the modem.
Since a power cycle of the modem fixes the issue every time, it seems like it was a modem issue not recovering on its own. Getting fed up I bought a new CM3000.
It took 1.5 hours on the phone with 3 different support personal to get the new modem connected, so I don't want to call them for an intermittent issue I know they would be no help.
The new modem was connected on April 5 and lasted until April 9 before getting an outage. I logged into the modem and saw the connection status was poor and there were thousands of uncorrectables on channel 1. Rebooted the modem and all was restored until April 13th when same thing no internet. power cycle and its back. So how do I get this resolved, without spending hours on the phone?
EG
Expert
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111.4K Messages
1 year ago
What do the modem's signal stats look like ?
Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.
Also post any error log entries but redact any CM and CMTS MAC addresses if they are present.
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EG
Expert
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111.4K Messages
1 year ago
Thanks but I need to see the signal stat values as well. If it gets marked as Private, I still will be able to see the post.
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EG
Expert
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111.4K Messages
1 year ago
The signal status values at that snapshot in time were OK but the error log entries indicate that something is going on. And there are a fair number of uncorrectable bit errors. Perhaps there is intermittent noise ingress into the line(s) / an upstream channel / return path impairment somewhere. There are other signal stat values that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.
I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
(edited)
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user_xrsm72
12 Messages
1 year ago
How long before "The Digital Care Team" responds?
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