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Constant disconnects, without resolve

ItsTim
Frequent Visitor

Constant disconnects, without resolve

I've been getting constant disconnections the past several days. I called to have a tech come out, then the morning they were due the internet was working again and I received a text stating they solved a problem on their end, so if it was working to cancel the work order. Which I did. An hour or so later it dropped again a couple times in a row. I called support back and diagnosed my network with someone, and of course it came back and worked fine... For a few hours.

I've been monitoring my modem, and the upstream is all over the place. This recent time when it dropped, I only had one upstream channel bonded and my modem (after trying to stay connected) finally reset itself. It's a CM700.

Is there a way to see if there is an issue with the upstream on the line? My cable TV continues to work whenever the internet is out, but I don't believe that needs the same bonded connection.

Any thoughts would be helpful, I've gone as far as removing all equipment between my modem and computer with the same issue happening.

Tim
ItsTim
Frequent Visitor

Re: Constant disconnects, without resolve

Here is what my upstream looks like when it disconnected tonight

It doesn't look like that image posted, here it is: https://i.imgur.com/phqu38p.jpg

Also, here are the logs from the modem: https://i.imgur.com/gjeOp2z.jpg
EG
Expert

Re: Constant disconnects, without resolve

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, 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.



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ItsTim
Frequent Visitor

Re: Constant disconnects, without resolve

Thank you for that reply.

There is a single split, which a Comcast tech installed last summer that goes from the main line, then splitting to the modem and cable TV box. I have re-tightened the coax connections during diagnosing possible issues, so I will have to try and have a tech out again.

Best,
Tim
ItsTim
Frequent Visitor

Re: Constant disconnects, without resolve

One question, do you know if there's something I can put in the line to lower the upstream power without degrading the rest?
EG
Expert

Re: Constant disconnects, without resolve

No. If you added attenuation it would make it higher, not lower. The idea is to remove attenuation / loss and to improve the connection, not to make it worse.



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!
ItsTim
Frequent Visitor

Re: Constant disconnects, without resolve

Copy that, thank you.
ItsTim
Frequent Visitor

Re: Constant disconnects, without resolve

I had a tech come out, he changed out the splitter which brought my signal down to better levels. Then a day later it dropped again, I decided I get another modem just to rule that out as well, but still yesterday it dropped again. I've tried to tell customer support the line at the utility pole might be the culprit I don't know how many times, buy it's still never been looked at. I don't know what to do at this point.