Visitor
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21 Messages
Modem Randomly goes offline for a few minutes.
Hi, I have been having some issues with my modem. I have talked to comcast tech support twice. They did something they called provisioning and asked me if I was connected and called it a day.. but the issue isn't like that. My modem will go offline, comcast cannot see it when it is like this and then a few minutes later it's back. This happens at least once a day. I thought my modem was going out, so I bought a new one. Same thing happens. I've gone through all troubleshooting and nothing seems to fix it. I have tried every cable input in the house and I even replaced one of the coax cables. Tried multiple splitters. Currently it's a 2-way splitter supplied by comcast, only one cable going out and it's hooked up to the modem. Same thing happens every time. I don't really want to deal with a tech visit right now because of covid. Is there anything else I can try or is that pretty much my only option?
EG
Expert
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106.7K Messages
3 years 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 ?
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Jlavaseur
Problem Solver
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948 Messages
3 years ago
So, why even use a splitter if only one connection comes off it to your modem? I have had splitters do odd things, I personally would take that variable out of the equation….
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EG
Expert
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106.7K Messages
3 years ago
@user_e8f6cd
The upstream power is high and it may be intermittently fluctuating even higher to out of spec levels. And some of the downstream channels are borked (SNR's are too low). And there is some cable *tilt* / *slope* going on. 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 Radio Shack, Home Depot, Target, 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, 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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EG
Expert
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106.7K Messages
3 years ago
@user_e8f6cd wrote: "Would a coax cable connector be a better choice?
If you are only using one of the indoor lines / outlets, then yes it would be a better choice. If both are being, used then you need the splitter.
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user_e8f6cd
Visitor
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21 Messages
3 years ago
It's been about 17 hours since I removed the splitter and added the cable connector. There haven't been any disconnects so far, and my upload speeds more than doubled. However, my Downstream power levels are widely varying from -1.9 to 7.8 dBmV. I'm thinking that the real issue is definitely in the line coming from the pole to my house. I noticed this morning it looks like it's hanging loose in a section. Keeping my tech appointment just to have them check it out.
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EG
Expert
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106.7K Messages
3 years ago
O/k. 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 !
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user_e8f6cd
Visitor
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21 Messages
3 years ago
Tech came out this morning, the line coming to my house was loose. They tightened it up at the pole and gave me a number to call if I continue to have problems, but they said what I was experiencing could definitely be causing the intermittent loss of connection.
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