U

Visitor

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3 Messages

Fri, Jul 23, 2021 5:28 PM

Repeated daily internet outages; some resolve spontaneously some require modem restart

A bit desperate as I am teaching remotely for an institute next week.  Will try to provide all relevant information:

Outages affect wired and wireless devices

modem (Netgear CM600) indicates no internet connection when down

Internet package: "up to 800 Mbps"

Xfinity speed test when internet working:  Download speed of 277.2 Mbps, upload speed 13.6 Mbps, latency 26 ms

Coax cable connections tightened, cable appears in good condition

I am not sure where to get signal to noise stats?  Others:

 When down, modem lights (up arrow blinking amber): 

When working, one is still amber: 

Thanks for any help/ideas..

Responses

Accepted Solution

EG

Expert

 • 

89.1K Messages

2 m ago

Both the upstream and the downstream power levels a WAY 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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3 Messages

@EG  thank you - most of that sounds above my pay grade, so have a tech coming tomorrow...  : )

EG

Expert

 • 

89.1K Messages

@user_f065ab Please post back with how things go.

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Visitor

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3 Messages

@EG    Best attempt at summarizing visit, I have no background or context for really understanding the lingo:

-"definitely a signal issue"

- "two lines coming into house when there is supposed to be one"

- wiring/connections/(something like that ) "would have been called old when I started 17 years ago"

- he said he got rid of the excess line in, so there is just one

- he added an amplifier at the junction box

- he replaced some parts in and outside

- he "cleaned up some fm interference"

- he performed a test that seemed to now show within specs - I *think* he said transmit = 47.5 receive = -8

- all lights on modem now green

Hopefully you can make sense of that!

  

EG

Expert

 • 

89.1K Messages

For curiosity, would you please post what the signal stat figures look like now ?

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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

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