New Poster
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6 Messages
Upstream channel power levels too low: causing problems with my Ooma phone
Hi. I have been having sporadic problems with my Ooma phone and packet loss. Typically, what happens is that I will be on a call and all is going fine, and then my ability to hear the person I am talking to is lost. BUT--the person on the other end can hear me just fine. Then, I will have to hang up and call back. Obviously, this is very frustrating-esp. when I am on a business call. I contacted Arris to see if my Surfboard SB6183 was the problem. They ran a test and said the upstream channel levels were too low, causing the modem to reboot and packets to be lost. I'm wondering if this indeed is the issue and what can be done about it. I did call Ooma tech support as well and they ran some test on my Ooma device and all is fine. They also said the problem seemed to be service-related and to contact Xfinity. I am attaching a screen capture of diagnostics I just ran on my modem. Any assistance that can be provided would be very much appreciated! Thanks.
Responses
Pikazzo
New Poster
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6 Messages
1 y ago
Thanks for the reply. See if this works:
https://www.dropbox.com/s/j3re7vchgcwgj44/Screen%20Shot%202020-02-10%20at%2011.36.35%20AM.png?dl=0
Thanks.
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EG
Expert
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86.6K Messages
1 y ago
Can't see your pic. Since you are a new poster, it needs to be approved by a Forum Admin. That could take some time. In the interim you could try hosting it at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to it here.
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EG
Expert
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86.6K Messages
1 y ago
The stats are o/k. Arris is incorrect. Only the Comcast plant / engineering specs matter.
From the troubleshooting tips article at the top of this board;
Upstream Power Level: +25dBmV to +54dBmV
Something else is going on. Is the Ooma Connected via WiFi or an ethernet cable ?
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EG
Expert
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86.6K Messages
1 y ago
Perhaps there is noise ingress into the line(s) somewhere.
There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !
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Pikazzo
New Poster
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6 Messages
1 y ago
Many thanks for your assistance!
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Pikazzo
New Poster
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6 Messages
1 y ago
Via Ethernet.
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Pikazzo
New Poster
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6 Messages
1 y ago
@ComcastMorgan I noticed you've been quite helpful for these kinds of issues. Do you have any suggestions? Thanks.
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ComcastMichael
Official Employee
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2.9K Messages
1 y ago
Greetings, @Pikazzo! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day. I certainly apologize for the delay in response. I apologize to hear you are having issues with your internet when it comes to your phone. I know how frustrating that can be. I would like to have a closer look at this. Can you please send me a PM with your first and last name so I may further assist you?
To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!
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ComcastMichael
Official Employee
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2.9K Messages
1 y ago
Hello, @Pikazzo. We have not heard back from you. If you still need assistance, please feel free to start a new public thread.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!
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