Constant disconnects and ping spikes

[TurokDinoHunger]

Over the past month I have been experiencing alot of internet disconnects along with ping spikes while the internet is working. I checked my router logs and was seeing several t3 errors. After a lose of connection. I looked at my downstream bonded channels. It looks like the lowest channel was -30.9 dBmV . Is this the issue? Any help would be greatly appreciated.

[EG]

Please post everything.

[TurokDinoHunger]

Here is what I was seeing right after the disconnect. 

Preview attachment IMG_0098.jpg

 

 

IMG_0098.jpg

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[EG]

Your link is broken. It only gives a 404 error.

[TurokDinoHunger]

Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables 1 Locked QAM256 13 531000000 Hz -8.9 dBmV 37.1 dB 2834 3522 2 Locked QAM256 14 537000000 Hz -9.6 dBmV 36.4 dB 2776 3134 3 Locked QAM256 15 543000000 Hz -10.8 dBmV 34.5 dB 3090 3477 4 Locked QAM256 16 549000000 Hz -9.1 dBmV 36.8 dB 2604 3131 5 Locked QAM256 17 555000000 Hz -9.1 dBmV 36.3 dB 2693 3199 6 Locked QAM256 18 561000000 Hz -7.6 dBmV 37.8 dB 2485 3187 7 Locked QAM256 19 567000000 Hz -9.2 dBmV 36.9 dB 2456 2937 8 Locked QAM256 20 573000000 Hz -9.0 dBmV 36.8 dB 2300 2699 9 Locked QAM256 21 579000000 Hz -9.1 dBmV 36.8 dB 2200 2832 10 Locked QAM256 22 585000000 Hz -9.2 dBmV 36.6 dB 2133 2834 11 Locked QAM256 23 591000000 Hz -15.8 dBmV 31.2 dB 14888 3705 12 Locked QAM256 24 597000000 Hz -13.6 dBmV 32.4 dB 31511 3574 13 Locked QAM256 25 603000000 Hz -17.2 dBmV 29.7 dB 369610 3501 14 Locked QAM256 26 609000000 Hz -15.8 dBmV 30.9 dB 31008 3345 15 Locked QAM256 27 615000000 Hz -20.3 dBmV 27.0 dB 228362802 50629979 16 Locked unknown 28 621000000 Hz -22.7 dBmV 0.0 dB 1077 1421 17 Locked unknown 29 627000000 Hz -18.7 dBmV 25.9 dB 76102224 149926344 18 Locked unknown 30 633000000 Hz -20.3 dBmV 0.0 dB 14118812 14382441 19 Locked QAM256 31 639000000 Hz -18.3 dBmV 26.1 dB 37014810 83541937 20 Locked QAM256 32 645000000 Hz -16.5 dBmV 28.4 dB 161162648 234581 21 Locked QAM256 33 651000000 Hz -21.3 dBmV 25.0 dB 156473389 825033384 22 Locked unknown 34 657000000 Hz -24.8 dBmV 0.0 dB 725 1636 23 Locked unknown 35 663000000 Hz -30.2 dBmV 0.0 dB 772 1422 24 Locked unknown 36 669000000 Hz -29.1 dBmV 0.0 dB 799 1411

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>

Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 34 5120 Ksym/sec 29400000 Hz 44.3 dBmV 2 Locked ATDMA 33 5120 Ksym/sec 35800000 Hz 44.3 dBmV 3 Locked ATDMA 35 5120 Ksym/sec 23000000 Hz 43.8 dBmV 4 Locked ATDMA 36 5120 Ksym/sec 16600000 Hz 43.1 dBmV 5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV 6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV 7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV 8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV

[EG · Accepted solution]

The downstream power is way out of spec on many of the channels. So is the SNR. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems.

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.

[TurokDinoHunger]

Thank You!! I do not have any splitters so I called for a tech visit. During the day I was notified that there was work done in my neighborhood. I still kept the appointment, since I was not at home to check. Once the tech came out, I explained the low downstream power levels. The tech was testing the cables and concluded there was an issue with the tap.  He could see the power levels fluctuating. This would require someone to come out and fix. Today xfinitity came out and fixed the issue. He said they found damage on the line by the main road(this was why I was notificed of work being done before my appointment). Then today, as he followed it back, he  found multiple issues with water damage and animal bites on cables. Both guys were super nice and glad they explained the issue. 

Thank You EG for the help! I thought the power level seemed low but it was nice to have someone confirm and understand what I was looking at. 

[EG]

Glad it got straightened out !