Z

Visitor

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4 Messages

Friday, August 13th, 2021 1:46 PM

Closed

random connection loss, CM1000 modem

For the past few weeks, I've been getting random service loss. I've been using my CM1000 for more than a year and there were no problems in the past. Had a tech come over on the 11th of August and said that everything looked good. We even had some service maintenance in the area on that very same day. 
Modem : Netgear CM1000
Router : ASUS RT-AX82U

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Accepted Solution

Expert

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110.8K Messages

4 years ago

The downstream power and the SNR are too low / 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 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 !

Visitor

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4 Messages

4 years ago

Is it also possible that my modem is starting to break down?

Expert

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110.8K Messages

@zdrsn

Signals that look like that are a line / connection quality problem. 

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Visitor

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4 Messages

Thank you!! I’ll check with support to see if i can get a tech to check everything again. 

Expert

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110.8K Messages

Quite welcome ! 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? Please mark an Accepted Answer!tick

Visitor

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4 Messages

Noted! Thank you again!!

Official Employee

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923 Messages

Hi, @zdrsn. If you would like us to send a technician out to check the outside lines and see if we need to send this to our mainanence team, I'd be happy to do that. I'd just ask that you send us a direct message with your name and address in full.

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