I have a flashing upstream light on my gateway, so I logged in and found that I only have partial upstream bonding in 1 channel. I have tried resetting, restarting, etc. How do I contact a live person to schedule a service call?
| Upstream Bonded Channels (Partial Service) |
| Channel | Lock Status | US Channel Type | Channel ID | Symbol Rate | Frequency | Power | | 1 | Locked | ATDMA | 1 | 5120 Ksym/sec | 36500000 Hz | 54 dBmV | | 2 | Not Locked | Unknown | 2 | 0 Ksym/sec | 30100000 Hz | 0.0 dBmV | | 3 | Not Locked | Unknown | 3 | 0 Ksym/sec | 23700000 Hz | 0.0 dBmV | | 4 | Not Locked | Unknown | 4 | 0 Ksym/sec | 17300000 Hz | 0.0 dBmV | | 5 | Not Locked | Unknown | 0 | 0 Ksym/sec | 0 Hz | 0.0 dBmV | | 6 | Not Locked | Unknown | 0 | 0 Ksym/sec | 0 Hz | 0.0 dBmV | | 7 | Not Locked | Unknown | 0 | 0 Ksym/sec | 0 Hz | 0.0 dBmV | | 8 | Not Locked | Unknown | 0 | 0 Ksym/sec | 0 Hz | 0.0 dBmV |
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Responses
EG
Expert
•
87K Messages
6 m ago
The upstream power is too high / 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.
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