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Downstream Channel power out of boundaries. High uncorrectables. Intermittent disconnects.

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Regular Visitor

Downstream Channel power out of boundaries. High uncorrectables. Intermittent disconnects.

For several months, we've been experiencing intermittent outages for our entire network. I'm hoping someone here can help as it's starting to affect our ability to work.

Internet will drop entirely for 24-30 seconds approximately 3 times per hour. There's no correlation with time of day or day of week. Before covid it was an annoyance that prevented anyone in the house from playing online games. Now it prevents my wife and I from joining video calls for work meetings since we'll invariably lose connection and need to spend a couple minutes rejoining.

There's a large number of correctables and uncorrectables on two channels. We have very poor power levels on some downstream channels.

 

Network Stats on 3/11 and 3/21

 

Extra info in case it's helpful:

  • Outages affect every device on the network

  • Computers are using ethernet, mobile devices are using wifi. Both are equally affected.

  • We have no splitters. We have one wire from the pole to the side of the house. That wire is connected to the wire that runs through the crawlspace and connects directly to the modem.

  • All coax cables have rubber gaskets and are designed for outdoor use. Compression connectors on all cables.

  • Modem is an arris surfboard SB6183 and is approximately 2 years old. Router is a Google Nest Wifi Router Mesh network.

  • I've tried using Comcast's DNS servers and Google's. There was no difference in stability.

  • I've tried power cycling every piece of equipment we own. It doesn't help.

 

Troubleshooting done:

  • Power cycling everything

  • Pinging www.comcast.net and logging output. That's how I know that time of day doesn't matter and that I'm having roughly 3 outages per hour.

  • Traceroute to www.comcast.net during normal service. Copied below

  • Traceroute to www.comcast.net during an outage results in "Unable to resolve target system name www.comcast.net."

  • Checking for splitters along line (none present). checking connections to ensure coax is healthy and not corroded. Replaced all coax lines with new RG6 with compression fittings.

 

[IPs obfuscated to make sure I'm complying with forum's privacy policy]

Tracing route to e7010.dscg.akamaiedge.net [104.70.NNN.NN]

over a maximum of 30 hops:

 

1 1 ms <1 ms 1 ms testwifi.here [192.168.86.1]

2 10 ms 18 ms 12 ms 96.120.NN.NNN

3 13 ms 12 ms 13 ms be-20004-rur02.sanjose.ca.sfba.comcast.net

4 11 ms 10 ms 20 ms 162.151.NN.NN

5 21 ms 15 ms 16 ms be-231-rar01.santaclara.ca.sfba.comcast.net

6 17 ms 15 ms 13 ms be-3651-cr02.sunnyvale.ca.ibone.comcast.net

7 20 ms 36 ms 23 ms be-11025-cr01.9greatoaks.ca.ibone.comcast.net

8 26 ms 40 ms 24 ms be-11525-cr02.losangeles.ca.ibone.comcast.net

9 24 ms 30 ms 20 ms be-11545-pe01.600wseventh.ca.ibone.comcast.net

10 22 ms 47 ms 27 ms 50.242.NNN.NN

11 22 ms 21 ms 20 ms a104-70-203-61.deploy.static.akamaitechnologies.com

 

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Diamond Problem Solver

Re: Downstream Channel power out of boundaries. High uncorrectables. Intermittent disconnects.

The first part of your levels pics are too small and blurry but the ones viewable are bad, channels 2-8 are non-existent, 9 might as well be. If you’re sure you’ve got no splitters etc and looks like you’ve done what you could. Have a tech out. Try to hook up your modem to the line coming up to your house before the ground block and check your levels to totally eliminate your house and to make a comparison

I am a Retired Official Comcast Employee
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Regular Visitor

Re: Downstream Channel power out of boundaries. High uncorrectables. Intermittent disconnects.

Thank you for the quick reply CCAndrew. Connecting the modem to the line prior to the ground block and checking levels is a good idea. I'll try that and ask for a tech visit as well.

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Official Employee

Re: Downstream Channel power out of boundaries. High uncorrectables. Intermittent disconnects.

Hi @danie_000

 

Thanks for posting to the Xfinity Forums. I agree, it seems like you've checked everything on your end so far. I'd be happy to help get a tech out if needed. Please send a private message with your first and last name as it appears on your account? To send a private message, click on "ComcastChe” and then click “send a message."  

 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!