TennFire's profile

Contributor

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33 Messages

Thu, Jan 7, 2021 8:00 AM

Internet problems - Nashville

I have tried to reach Comcast tech support repeatedly for several days but "chat" techs are either too unskilled or, like this morning, just not even available.

We are having repeated problems with internet service at home.  It is not that we don't have internet, we do.  The problem is that internet keeps dropping (several times just last night) and that when we do have internet the speed is slow.  We used to have this problem when it rained extensively or got really cold but that does not seem to be the problem now.

I would like to get some tech support from Xfinity with internet connection issues.   I don't know if its weather related, cabling issues (we have had to have our cable from street to house replaced 2-3 times over the years), or just a high volume of other use in the area which Comcast is just not able to provide sufficient bandwidth in the community?

Responses

EG

Expert

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87.2K Messages

5 m ago

TennFire

Contributor

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33 Messages

5 m ago

I have been through most of those (not the signal strengths) with the Comcast techs.  No resolution from those tech scripts.  

I think the problem is on the extranal comcast network or account configurations (based on prior problems and resolutions) but I don't seem to be able to get to tech support at Comcast who can deal with those issues.

EG

Expert

 • 

87.2K Messages

5 m ago


@TennFire wrote:

I at work since I can't reliably remote in from home so I will need to check signal strengths tonight.


Please do so that we can determine if they are in spec or otherwise.

TennFire

Contributor

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33 Messages

5 m ago

The connections at the house are under the covered patio so I don't expect problems there.  Comcast has not, to my knowledge, serviced the outside lines or box on the pole in 8-10 years.

I at work since I can't reliably remote in from home so I will need to check signal strengths tonight.

 

EG

Expert

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87.2K Messages

5 m ago

What do the modem's signal stats look like ?  Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?

Is this a WiFi connection ?

Gambit66

Problem Solver

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316 Messages

5 m ago

@TennFire FYI-Any connection outside is subject to moisture.

Gambit66

Problem Solver

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316 Messages

5 m ago


@TennFire wrote:

I have tried to reach Comcast tech support repeatedly for several days but "chat" techs are either too unskilled or, like this morning, just not even available.

We are having repeated problems with internet service at home.  It is not that we don't have internet, we do.  The problem is that internet keeps dropping (several times just last night) and that when we do have internet the speed is slow.  We used to have this problem when it rained extensively or got really cold but that does not seem to be the problem now.

I would like to get some tech support from Xfinity with internet connection issues.   I don't know if its weather related, cabling issues (we have had to have our cable from street to house replaced 2-3 times over the years), or just a high volume of other use in the area which Comcast is just not able to provide sufficient bandwidth in the community?


@TennFire Sounds like it`s a connetion issue if it`s dropping off when it rains. Have it happen to ours before as well. Check your connections at the box, and any others outside you can reach. They oxidize and/or rust when they get old breaking the connection.

TennFire

Contributor

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33 Messages

5 m ago

Here is the requested data from the modem


   Downstream Bonded Channels
 

 

 
 

 


  
   ChannelLock StatusModulationChannel IDFreq. (MHz)Pwr (dBmV)SNR (dB)CorrectedUncorrected
   1LockedQAM2561435.0-5.639.500
   2LockedQAM2562441.0-6.139.300
   3LockedQAM2563447.0-6.339.400
   4LockedQAM2564453.0-5.939.500
   5LockedQAM2565459.0-6.239.300
   6LockedQAM2566465.0-6.039.300
   7LockedQAM2567471.0-5.939.500
   8LockedQAM2568477.0-6.239.400
   9LockedQAM2569483.0-6.539.100
   10LockedQAM25610489.0-5.839.400
   11LockedQAM25611495.0-6.839.100
   12LockedQAM25612507.0-5.939.200
   13LockedQAM25613513.0-5.939.300
   14LockedQAM25614519.0-6.539.400
   15LockedQAM25615525.0-5.839.500
   16LockedQAM25616531.0-6.639.300
   17LockedQAM25617537.0-6.739.200
   18LockedQAM25618543.0-6.139.500
   19LockedQAM25619549.0-6.539.300
   20LockedQAM25620555.0-7.039.200
   21LockedQAM25621561.0-5.939.500
   22LockedQAM25622567.0-6.239.300
   23LockedQAM25623573.0-6.739.300
   24LockedQAM25624579.0-6.239.400
   25LockedQAM25626591.0-6.539.400
   26LockedQAM25627597.0-6.239.400
   27LockedQAM25628603.0-6.239.300
   28LockedQAM25629609.0-6.539.400
   29LockedQAM25630615.0-6.439.300
   30LockedQAM25631621.0-6.439.500
   31LockedQAM25632627.0-5.839.600
   32LockedOFDM PLC33678.0-5.439.36100202490



   Upstream Bonded Channels
 

 

 
 

 


  
   ChannelLock StatusChannel TypeChannel IDSymb. Rate (Ksym/sec)Freq. (MHz)Pwr (dBmV)
   1LockedSC-QAM1512035.649.5
   2LockedSC-QAM2512029.249.5
   3LockedSC-QAM3512022.849.0
   4LockedSC-QAM4512016.449.3
   5LockedSC-QAM9128039.649.5
Gambit66

Problem Solver

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316 Messages

5 m ago

If that`s an ARRIS here`s what they should be.

General FAQs: SBG8300: Cable Signal Levels (force.com)

EG

Expert

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87.2K Messages

5 m ago


@TennFire wrote:

Here is the requested data from the modem


   Downstream Bonded Channels
 

 

 
 

 


  
   ChannelLock StatusModulationChannel IDFreq. (MHz)Pwr (dBmV)SNR (dB)CorrectedUncorrected
   1LockedQAM2561435.0-5.639.500
   2LockedQAM2562441.0-6.139.300
   3LockedQAM2563447.0-6.339.400
   4LockedQAM2564453.0-5.939.500
   5LockedQAM2565459.0-6.239.300
   6LockedQAM2566465.0-6.039.300
   7LockedQAM2567471.0-5.939.500
   8LockedQAM2568477.0-6.239.400
   9LockedQAM2569483.0-6.539.100
   10LockedQAM25610489.0-5.839.400
   11LockedQAM25611495.0-6.839.100
   12LockedQAM25612507.0-5.939.200
   13LockedQAM25613513.0-5.939.300
   14LockedQAM25614519.0-6.539.400
   15LockedQAM25615525.0-5.839.500
   16LockedQAM25616531.0-6.639.300
   17LockedQAM25617537.0-6.739.200
   18LockedQAM25618543.0-6.139.500
   19LockedQAM25619549.0-6.539.300
   20LockedQAM25620555.0-7.039.200
   21LockedQAM25621561.0-5.939.500
   22LockedQAM25622567.0-6.239.300
   23LockedQAM25623573.0-6.739.300
   24LockedQAM25624579.0-6.239.400
   25LockedQAM25626591.0-6.539.400
   26LockedQAM25627597.0-6.239.400
   27LockedQAM25628603.0-6.239.300
   28LockedQAM25629609.0-6.539.400
   29LockedQAM25630615.0-6.439.300
   30LockedQAM25631621.0-6.439.500
   31LockedQAM25632627.0-5.839.600
   32LockedOFDM PLC33678.0-5.439.36100202490



   Upstream Bonded Channels
 

 

 
 

 


  
   ChannelLock StatusChannel TypeChannel IDSymb. Rate (Ksym/sec)Freq. (MHz)Pwr (dBmV)
   1LockedSC-QAM1512035.649.5
   2LockedSC-QAM2512029.249.5
   3LockedSC-QAM3512022.849.0
   4LockedSC-QAM4512016.449.3
   5LockedSC-QAM9128039.649.5

Arris is wrong ! They have been passing the buck and have been conning people with that upstream spec lately !! They are probably trying to cover up their liabilities about the lawsuits against them because of their use of the horrible Puma 6 chipsets... Only the Comcast plant / engineering specs matter.

 

Both power levels are marginal,  and they 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 a self troubleshooting 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 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

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.

Gambit66

Problem Solver

 • 

316 Messages

5 m ago

EG

Expert

 • 

87.2K Messages

5 m ago

That's 1 single post. I've seen more than 1000 over the past couple of years indicating the opposite. I'll stick with those odds.

BruceW

Gold Problem Solver

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22.4K Messages

5 m ago


@Gambit66 wrote: If that`s an ARRIS here`s what they should be.

General FAQs: SBG8300: Cable Signal Levels (force.com)


Inore those. Instead, go by the Comcast specs posted in the Internet Troubleshooting Tips article linked previously:

 

            Specification                                      Min               Max

Downstream Power Levels:  
    Cable Modems-10dBmV+10dBmV
    Gateways and EMTAs  -7dBmV  +7dBmV
Downstream Signal to Noise Ratio   35dB        -
Upstream Power Level+35dBmV+50dBmV
Upstream Signal to Noise Ratio   31dB        -
Upstream Receive Power -2dBmV  +2dBmV

 

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