JMFCustomer's profile

Regular Visitor

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4 Messages

Sat, Jan 25, 2020 6:00 PM

Losing Connection to Server

Hello - I’ve been having issues with my internet for about 6 months now and have run out of ideas. Before my new router, I had a Netgear CM700 modem and started getting connection loss, specifically while gaming. My logs were saying T3 and T4 errors and after several tech visits, I tried a new router. Still having the same issues and I can’t call again since the automated voice response and reps run me in circles asking to reboot my modem.
My new router is a Motorola 8200 and it’s fixed the uncorrectable packet loss but now I’m getting errors saying CM-Status Event Type code 16 or 24... A recent disconnect didn’t even log an error code so I’m just lost.
All my modem stats are good and the only thing I can think of is an issue with a local node but the reps won’t or can’t check technical info. The main reason I notice is while gaming on a hardwired connection. Please send any advice or let me know what info you need.
My setup is Amplifier > small box, Amplifier > splitter > dvr box/modem.
Does a splitter after an amplifier on a moca network affect the connection? Could it be my account settings? ...
Stats are as follows:

Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 10 537.0 2.9 39.6 0 0
2 Locked QAM256 2 483.0 3.1 40.0 0 0
3 Locked QAM256 3 489.0 3.1 40.0 0 0
4 Locked QAM256 4 495.0 3.2 40.0 0 0
5 Locked QAM256 5 507.0 3.0 39.7 0 0
6 Locked QAM256 6 513.0 2.9 39.9 0 0
7 Locked QAM256 7 519.0 2.9 39.7 0 0
8 Locked QAM256 8 525.0 2.9 39.2 0 0
9 Locked QAM256 9 531.0 2.8 39.6 0 0
10 Locked QAM256 11 543.0 2.6 39.4 0 0
11 Locked QAM256 12 549.0 2.4 39.3 0 0
12 Locked QAM256 13 555.0 2.3 39.3 0 0
13 Locked QAM256 14 561.0 2.4 39.1 0 0
14 Locked QAM256 15 567.0 2.2 39.2 0 0
15 Locked QAM256 16 573.0 2.3 39.0 0 0
16 Locked QAM256 17 579.0 2.4 38.9 0 0
17 Locked QAM256 18 585.0 2.4 38.8 0 0
18 Locked QAM256 19 591.0 2.7 39.0 0 0
19 Locked QAM256 20 597.0 3.0 38.8 0 0
20 Locked QAM256 21 603.0 3.1 39.0 1 0
21 Locked QAM256 22 609.0 3.0 38.8 0 0
22 Locked QAM256 23 615.0 3.0 38.9 0 0
23 Locked QAM256 24 621.0 3.0 39.0 0 0
24 Locked OFDM PLC 25 722.0 2.8 37.0 15762365 0
25 Locked QAM256 26 627.0 3.1 39.0 0 0
26 Locked QAM256 27 633.0 3.2 38.9 0 0
27 Locked QAM256 28 639.0 3.2 38.8 0 0
28 Locked QAM256 29 645.0 3.2 38.9 0 0
29 Locked QAM256 30 651.0 3.3 38.7 0 0
30 Locked QAM256 31 657.0 3.2 38.8 0 0
31 Locked QAM256 32 663.0 3.2 39.0 0 0
32 Locked QAM256 33 669.0 3.2 39.1 0 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 35.8 48.8
2 Locked SC-QAM 2 5120 29.4 49.3
3 Locked SC-QAM 3 5120 23.0 48.8
4 Locked SC-QAM 4 5120 16.6 49.3

Responses

EG

Expert

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86K Messages

1 y ago

The upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems.

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.

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Regular Visitor

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4 Messages

1 y ago

Also, I could pull additional stats from the diagnostic tables on my TV box but not sure if it’s relevant.

Regular Visitor

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4 Messages

1 y ago

I connected just my router and took out the splitter. Power levels are lower upstream but downstream power levels are now between 6.5 and 7.3... SNR is about the same downstream at around 39.

The splitter I use was provided by a tech and is a good commscope sv-g2. The entry amplifier is a ppc 5 or 9 port. I believe there’s a voice modem If there’s a voice modem passive output -4.5 dB if that would improve things... btw, I was having similar issues when the modem was isolated in a separate room on its on wire. Could we confirm my local node is healthy?

Upstream power levels:

Before:

Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked SC-QAM 1 5120 35.8 48.8
2 Locked SC-QAM 2 5120 29.4 49.3
3 Locked SC-QAM 3 5120 23.0 48.8
4 Locked SC-QAM 4 5120 16.6 49.3

After:

Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked SC-QAM 1 5120 35.8 45.3
2 Locked SC-QAM 2 5120 29.4 45.8
3 Locked SC-QAM 3 5120 23.0 45.3
4 Locked SC-QAM 4 5120 16.6 45.5
EG

Expert

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86K Messages

1 y ago

The stats are fine. I can't comform your node health as I am not not an employee. The bottom line is do you still have the same problem ?
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
EG

Expert

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86K Messages

1 y ago

Perhaps it would be best to get the techs involved again.  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. Good luck ! 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Regular Visitor

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4 Messages

1 y ago

No - It worked for about 2 or 3 hours then cut out.

New Poster

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1 Message

1 y ago

I have a CM700 modem, and just added a MOCA 2.5  network to the mix.  As soon I added the MOCA nodes my Internet reliability went nuts.  I finally installed a MOCA POE filter directly on the CM700 modem, and my issues went away.  Your mileage may vary...

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