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What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1
Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.
What is the exact make and model number of the modem ?
Is this a WiFi connection ?
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The stats as read at the modem level at that moment in time were o/k but there are three additional signal stats that can cause problems which can't be read by the modem. They can only be read from their end by them polling the CMTS (Cable Modem Termination System) at the local headend facility.
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.
You can call in and ask what these figures are. The Upstream Receive Power Level should fall within the range of -2dB to +2dB with 0dB being in the middle and perfect.
The Upstream SNR should be least 31dB, and the higher it is the better.
The ICFR should be no higher than 2 dB.
You could have an intermittent noise ingress issue in only the upstream channel(s) / return path only somewhere.
They will be able to see whether or not everything is in the green zone and also see a history plot for the modem.
Also be advised that that jitter could be being caused by an intermittent capacity / traffic congestion problem on your local cable segment / node. 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? Mark the post as Best Answer!
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.
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