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.
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 !
@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.
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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!
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!
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!
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!
@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.
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.
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.
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.
@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.
Accepted Solution
EG
Expert
•
110K Messages
4 years 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)
4
0
EG
Expert
•
110K Messages
4 years 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 !
1
0
EG
Expert
•
110K Messages
4 years 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 !
1
0
EG
Expert
•
110K Messages
4 years 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 ?
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