Sydney417's profile

Contributor

 • 

63 Messages

Sat, Jun 12, 2021 7:46 PM

Closed

upstream, downstream issues

I have been having upstream and downstream issues for a very long time. At present my upstream light stays orange 98% of the time and the downstream flashes. A reset does not work 98% of the time, it may be ok for a few minutes but then it starts again. And of course, my speed is well under the 200 plan I have. Can Comcast check this?

 
 
Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 447000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)
 
Downstream Bonded Channels (Partial Service)
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 38 447000000 Hz -9.2 dBmV 38.5 dB 589 335
2 Locked QAM256 39 453000000 Hz -8.8 dBmV 38.7 dB 147887 321098
3 Locked QAM256 40 459000000 Hz -8.7 dBmV 38.4 dB 653 202
4 Locked QAM256 41 465000000 Hz -10.3 dBmV 37.1 dB 818 487
5 Locked QAM256 42 471000000 Hz -10.5 dBmV 35.8 dB 1524 583
6 Locked QAM256 43 477000000 Hz -10.1 dBmV 35.1 dB 2003 2002
7 Locked QAM256 44 483000000 Hz -11.5 dBmV 32.2 dB 3754 529
8 Not Locked Unknown 45 489000000 Hz 0.0 dBmV 0.0 dB 0 0
9 Not Locked Unknown 1 495000000 Hz 0.0 dBmV 0.0 dB 0 0
10 Locked QAM256 2 507000000 Hz -11.2 dBmV 32.1 dB 9584 1118
11 Locked QAM256 3 513000000 Hz -9.9 dBmV 34.1 dB 2020 426
12 Locked QAM256 4 519000000 Hz -10.8 dBmV 26.7 dB 22673174 3213700
13 Locked QAM256 5 525000000 Hz -11.4 dBmV 28.1 dB 21979653 884814
14 Locked QAM256 6 531000000 Hz -10.6 dBmV 29.9 dB 42838650 1594522
15 Locked QAM256 7 537000000 Hz -10 dBmV 28.9 dB 56594651 1710592
16 Locked QAM256 8 543000000 Hz -11.1 dBmV 34.6 dB 16679 740
17 Locked QAM256 9 549000000 Hz -9.7 dBmV 37.6 dB 0 0
18 Locked QAM256 10 555000000 Hz -9.1 dBmV 38.6 dB 0 0
19 Locked QAM256 11 561000000 Hz -11.2 dBmV 35.6 dB 0 0
20 Locked QAM256 12 567000000 Hz -10.9 dBmV 35.8 dB 0 0
21 Locked QAM256 13 573000000 Hz -11.1 dBmV 36.5 dB 0 0
22 Locked QAM256 14 579000000 Hz -12.2 dBmV 36.2 dB 0 0
23 Locked QAM256 15 585000000 Hz -11.8 dBmV 34 dB 0 0
24 Locked QAM256 16 591000000 Hz -10.3 dBmV 34.3 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 57 dBmV
2 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
3 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
4 Not Locked Unknown 0 0 Ksym/sec 0 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
 
Extended Upstream Transmit Power
Enable Extended Upstream Transmit Power
 
Current System Time:Sat Jun 12 13:33:38 2021
System Up Time:06:28:26

Accepted Solution

EG

Expert

 • 

95.8K Messages

1 y ago

The upstream power is still out of spec. If there's nothing more that you can do then I will repeat this again;

Get a tech out to investigate. 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 !

(edited)

Sydney417

Contributor

 • 

63 Messages

@EG   Contacted Xfinity a few minutes ago. They are sending a "senior tech" out tomorrow between 3 and 5 to check everything outside. I will let you know what happens.

EG

Expert

 • 

95.8K Messages

Please do. Again, good luck with it !

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
Sydney417

Contributor

 • 

63 Messages

@EG    Comcast came out. I had to show him how to remove the cover of the terminal box in the house, two screws then lift the cover off. He pulled the box out of the wall, now I will have to remount it. He replaced the two-way splitter with a three-way and I removed the splitter upstairs and brought the modem router downstairs which he hooked up and placed on top of the junction box. It is now farther from the pcs but it has reduced the power levels. So now I only have one splitter in the system. Here are the new specs.

 
 
Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 573000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 13 573000000 Hz 4.6 dBmV 41.1 dB 0 0
2 Locked QAM256 14 579000000 Hz 4.8 dBmV 40.7 dB 0 0
3 Locked QAM256 15 585000000 Hz 4.4 dBmV 40.8 dB 0 0
4 Locked QAM256 16 591000000 Hz 4.7 dBmV 40.3 dB 0 0
5 Locked QAM256 17 597000000 Hz 4.6 dBmV 40.3 dB 0 0
6 Locked QAM256 18 603000000 Hz 4.8 dBmV 40.7 dB 0 0
7 Locked QAM256 19 609000000 Hz 4.8 dBmV 40.2 dB 0 0
8 Locked QAM256 20 615000000 Hz 4.8 dBmV 41 dB 0 0
9 Locked QAM256 21 621000000 Hz 4.7 dBmV 40.5 dB 0 0
10 Locked QAM256 22 627000000 Hz 4.8 dBmV 41 dB 0 0
11 Locked QAM256 23 633000000 Hz 4.9 dBmV 41.3 dB 0 0
12 Locked QAM256 24 639000000 Hz 4.6 dBmV 40.3 dB 0 0
13 Locked QAM256 25 645000000 Hz 5 dBmV 41.5 dB 0 0
14 Locked QAM256 26 651000000 Hz 4.8 dBmV 41.2 dB 0 0
15 Locked QAM256 27 657000000 Hz 5.1 dBmV 41.3 dB 0 0
16 Locked QAM256 28 663000000 Hz 5.2 dBmV 41.5 dB 0 0
17 Locked QAM256 29 669000000 Hz 4.3 dBmV 40.4 dB 0 0
18 Locked QAM256 30 675000000 Hz 4.4 dBmV 40.4 dB 0 0
19 Locked QAM256 31 681000000 Hz 4.3 dBmV 40.3 dB 0 0
20 Locked QAM256 32 687000000 Hz 4.4 dBmV 40.7 dB 0 0
21 Locked QAM256 33 693000000 Hz 4.3 dBmV 40.5 dB 0 0
22 Locked QAM256 34 699000000 Hz 4.6 dBmV 40.8 dB 0 0
23 Locked QAM256 35 705000000 Hz 4.3 dBmV 40.8 dB 0 0
24 Locked QAM256 36 711000000 Hz 4.6 dBmV 41.3 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 49.8 dBmV
2 Locked ATDMA 4 5120 Ksym/sec 16400000 Hz 50 dBmV
3 Locked ATDMA 5 2560 Ksym/sec 40400000 Hz 47.5 dBmV
4 Locked ATDMA 2 5120 Ksym/sec 29200000 Hz 49.8 dBmV
5 Locked ATDMA 1 5120 Ksym/sec 35600000 Hz 49 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
 
Extended Upstream Transmit Power
Enable Extended Upstream Transmit Power
 
Current System Time:Sat Jun 19 16:48:22 2021
System Up Time:01:30:27
EG

Expert

 • 

95.8K Messages

1 y ago

The power levels and the SNR's are 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 !

Sydney417

Contributor

 • 

63 Messages

Thank you EG for the reply. If a splitter is rated for more than 1000 MHz can that cause an issue? I have two splitters in my system. One in the main junction box inside the house that splits the main coax to the two rooms that require cable. It is 2500MHz. One room is tv only the other has a splitter for the tv box and the modem router unit. I believe it is 1500MHz. I have been over all the connections, no loose ones. Thanks again.

EG

Expert

 • 

95.8K Messages

1 y ago

It may not be the actual cause of the problem in this case but the splitters should be  swapped out for 5-1000(2) ones (unless you are using a MoCA setup). It is engineered for satellite systems, not cable systems. It can actually make performance worse by allowing line noise ingress at those higher frequencies that cable systems do not operate on.

So, if none of the tips apply then get a tech out to investigate as stated. 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 !

Sydney417

Contributor

 • 

63 Messages

@EG    Hi, Do these specs look better?  Thanks.

 
 
Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 573000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 13 573000000 Hz -3.4 dBmV 40.3 dB 877 673
2 Locked QAM256 14 579000000 Hz -3.4 dBmV 40.1 dB 283 230
3 Locked QAM256 15 585000000 Hz -3.5 dBmV 40.1 dB 189 233
4 Locked QAM256 16 591000000 Hz -3 dBmV 40 dB 266 185
5 Locked QAM256 17 597000000 Hz -2.9 dBmV 40 dB 279 315
6 Locked QAM256 18 603000000 Hz -2.7 dBmV 40.2 dB 302 276
7 Locked QAM256 19 609000000 Hz -2.4 dBmV 40.3 dB 357 334
8 Locked QAM256 20 615000000 Hz -2.6 dBmV 40.5 dB 814 563
9 Locked QAM256 21 621000000 Hz -2.7 dBmV 40.4 dB 1511 1305
10 Locked QAM256 22 627000000 Hz -2.9 dBmV 40.4 dB 1516 1544
11 Locked QAM256 23 633000000 Hz -2.7 dBmV 40.9 dB 1637 2819
12 Locked QAM256 24 639000000 Hz -3.4 dBmV 39.9 dB 1608 3675
13 Locked QAM256 25 645000000 Hz -2.8 dBmV 40.7 dB 1543 3853
14 Locked QAM256 26 651000000 Hz -2.7 dBmV 40.8 dB 1724 4067
15 Locked QAM256 27 657000000 Hz -2.4 dBmV 41.1 dB 1429 4300
16 Locked QAM256 28 663000000 Hz -2.1 dBmV 41.2 dB 1757 5763
17 Locked QAM256 29 669000000 Hz -3 dBmV 40.3 dB 0 0
18 Locked QAM256 30 675000000 Hz -3.2 dBmV 40.2 dB 0 0
19 Locked QAM256 31 681000000 Hz -3.1 dBmV 40.2 dB 0 0
20 Locked QAM256 32 687000000 Hz -3.3 dBmV 40.4 dB 0 0
21 Locked QAM256 33 693000000 Hz -3.5 dBmV 40.4 dB 0 0
22 Locked QAM256 34 699000000 Hz -3.2 dBmV 40.4 dB 0 0
23 Locked QAM256 35 705000000 Hz -3.4 dBmV 40.7 dB 0 0
24 Locked QAM256 36 711000000 Hz -3 dBmV 41.1 dB 589 561
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 35600000 Hz 54 dBmV
2 Locked ATDMA 4 5120 Ksym/sec 16400000 Hz 54 dBmV
3 Locked ATDMA 5 2560 Ksym/sec 40400000 Hz 53.8 dBmV
4 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 54 dBmV
5 Locked ATDMA 2 5120 Ksym/sec 29200000 Hz 54 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
 
Extended Upstream Transmit Power
Enable Extended Upstream Transmit Power
 
Current System Time:Wed Jun 16 11:53:12 2021
System Up Time:1 day 15:27:38
Help CenterSh
EG

Expert

 • 

95.8K Messages

1 y ago

The downstream power and the SNR's are much better but the upstream power is still too high / out of spec. What was done ?

Sydney417

Contributor

 • 

63 Messages

@EG Hi, I went to the Xfinity store and got two splitters from them and replaced both my splitters so they are both the same rating. Here is a new rating list. It didn't make a whole lot of difference. Before today's change, I had two 5-2500 splitters which were the June 16 ratings above.

 
Frequency start Value
This field below allows you to modify the frequency the cable modem starts with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 573000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 13 573000000 Hz -2.1 dBmV 40.4 dB 232 6
2 Locked QAM256 38 447000000 Hz -2.3 dBmV 39.7 dB 270 21
3 Locked QAM256 39 453000000 Hz -2.5 dBmV 39.7 dB 373 15
4 Locked QAM256 40 459000000 Hz -2.7 dBmV 39.3 dB 226 6
5 Locked QAM256 41 465000000 Hz -2.6 dBmV 40 dB 177 0
6 Locked QAM256 42 471000000 Hz -2.6 dBmV 39.8 dB 349 22
7 Locked QAM256 43 477000000 Hz -2.7 dBmV 39.8 dB 382 11
8 Locked QAM256 44 483000000 Hz -2.5 dBmV 40 dB 454 31
9 Locked QAM256 45 489000000 Hz -2.6 dBmV 36.4 dB 315 17
10 Locked QAM256 1 495000000 Hz -2.5 dBmV 38.6 dB 238 13
11 Locked QAM256 2 507000000 Hz -2.8 dBmV 39.3 dB 187 10
12 Locked QAM256 3 513000000 Hz -3.1 dBmV 39.7 dB 317 10
13 Locked QAM256 4 519000000 Hz -2.8 dBmV 39 dB 303 8
14 Locked QAM256 5 525000000 Hz -2.4 dBmV 40.1 dB 174 3
15 Locked QAM256 6 531000000 Hz -2.6 dBmV 39.3 dB 316 17
16 Locked QAM256 7 537000000 Hz -2 dBmV 40.1 dB 280 11
17 Locked QAM256 8 543000000 Hz -2.3 dBmV 39.9 dB 0 0
18 Locked QAM256 9 549000000 Hz -2.2 dBmV 39.9 dB 0 0
19 Locked QAM256 10 555000000 Hz -2.1 dBmV 40.3 dB 0 0
20 Locked QAM256 11 561000000 Hz -2.3 dBmV 39.4 dB 0 0
21 Locked QAM256 12 567000000 Hz -2.8 dBmV 39.9 dB 0 0
22 Locked QAM256 14 579000000 Hz -2.3 dBmV 40.1 dB 0 0
23 Locked QAM256 15 585000000 Hz -2.4 dBmV 39.9 dB 0 0
24 Locked QAM256 16 591000000 Hz -2 dBmV 39.5 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 35600000 Hz 54 dBmV
2 Locked ATDMA 4 5120 Ksym/sec 16400000 Hz 54 dBmV
3 Locked ATDMA 5 2560 Ksym/sec 40400000 Hz 52.8 dBmV
4 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 54 dBmV
5 Locked ATDMA 2 5120 Ksym/sec 29200000 Hz 54 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
 
Extended Upstream Transmit Power
Enable Extended Upstream Transmit Power
 
Current System Time: Thu Jun 17 18:43:33 2021
System Up Time:02:25:49
forum icon

New to the Community?

Start Here