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Connectivity issues

SincerelyB
New Poster

Connectivity issues

We've been having major issues and I've contacted Comcast once but I feel like it's extremely hard to tell them what's wrong over the phone.. The rep did a hard reset on the 2/5/21 and had made an appointment for a tech to come out on 2/7/21 if it didn't work.. Which it did for a few days. So I canceled the appointment because they were calling me all day on 2/6/21 about how the service was which at the time it was fine. I looked into my internet device and the same errors have been popping up since before the reset and still are popping up.

https://ibb.co/f9V0XGR

I uploaded a photo to show because I honestly have no idea what it all means and it doesn't seem the reps on the phone care to know. I'm hoping this will get through to someone who understands and can help with some advice or get a tech here without all the hassle of being called every 2 hours.
EG
Expert

Re: Connectivity issues

Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact model number of that Netgear modem ?

Is this a WiFi connection ?



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SincerelyB
New Poster

Re: Connectivity issues

The  model number is C6300V2

 

I am wireless with a wifi extender, but this affects my husband as well who is wired. This is the log wired

https://ibb.co/6FF92GP

 

 

This is the downstream and upstream with SNR

1. Wired

https://ibb.co/Pjxf9JH

 

2. Wireless

https://ibb.co/r2mt76X

 

3. Wired with a NETGEAR - AC750 Dual-Band Wi-Fi Range Extender

https://ibb.co/FDvfkGw

 

I also have a netgear app on my phone and it currently says this when I log into it.. I don't use it often but I don't remember it saying this when I set it up

 

https://ibb.co/pzNfBMT

 

EG
Expert

Re: Connectivity issues

O/k as an FYI, the signal status values aren't any different whether wired or wireless as they are on the WAN side of the modem, not your LAN, so there is no need to post both.

 

That said, The upstream power is too high, and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In a self troubleshooting 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 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

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.



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