Internet problems - Nashville

Please start here if you wish;

https://forums.xfinity.com/t5/Your-Home-Network/Internet-Troubleshooting-Tips/m-p/3310447#M316652

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.

---

@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.

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.

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 ?

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

---

@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.

Here is the requested data from the modem

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

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

---

@TennFire wrote:

Here is the requested data from the modem

Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected    1 Locked QAM256 1 435.0 -5.6 39.5 0 0    2 Locked QAM256 2 441.0 -6.1 39.3 0 0    3 Locked QAM256 3 447.0 -6.3 39.4 0 0    4 Locked QAM256 4 453.0 -5.9 39.5 0 0    5 Locked QAM256 5 459.0 -6.2 39.3 0 0    6 Locked QAM256 6 465.0 -6.0 39.3 0 0    7 Locked QAM256 7 471.0 -5.9 39.5 0 0    8 Locked QAM256 8 477.0 -6.2 39.4 0 0    9 Locked QAM256 9 483.0 -6.5 39.1 0 0    10 Locked QAM256 10 489.0 -5.8 39.4 0 0    11 Locked QAM256 11 495.0 -6.8 39.1 0 0    12 Locked QAM256 12 507.0 -5.9 39.2 0 0    13 Locked QAM256 13 513.0 -5.9 39.3 0 0    14 Locked QAM256 14 519.0 -6.5 39.4 0 0    15 Locked QAM256 15 525.0 -5.8 39.5 0 0    16 Locked QAM256 16 531.0 -6.6 39.3 0 0    17 Locked QAM256 17 537.0 -6.7 39.2 0 0    18 Locked QAM256 18 543.0 -6.1 39.5 0 0    19 Locked QAM256 19 549.0 -6.5 39.3 0 0    20 Locked QAM256 20 555.0 -7.0 39.2 0 0    21 Locked QAM256 21 561.0 -5.9 39.5 0 0    22 Locked QAM256 22 567.0 -6.2 39.3 0 0    23 Locked QAM256 23 573.0 -6.7 39.3 0 0    24 Locked QAM256 24 579.0 -6.2 39.4 0 0    25 Locked QAM256 26 591.0 -6.5 39.4 0 0    26 Locked QAM256 27 597.0 -6.2 39.4 0 0    27 Locked QAM256 28 603.0 -6.2 39.3 0 0    28 Locked QAM256 29 609.0 -6.5 39.4 0 0    29 Locked QAM256 30 615.0 -6.4 39.3 0 0    30 Locked QAM256 31 621.0 -6.4 39.5 0 0    31 Locked QAM256 32 627.0 -5.8 39.6 0 0    32 Locked OFDM PLC 33 678.0 -5.4 39.3 610020249 0

Upstream Bonded Channels

Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)    1 Locked SC-QAM 1 5120 35.6 49.5    2 Locked SC-QAM 2 5120 29.2 49.5    3 Locked SC-QAM 3 5120 22.8 49.0    4 Locked SC-QAM 4 5120 16.4 49.3    5 Locked SC-QAM 9 1280 39.6 49.5

---

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.

@EG not according to this post it is not wrong. SBG8300 Connection issues! Xfinity line specs not compatible! *SOLVED!* - Xfinity Help and Support Forums - 3399807

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.

---

@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