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Dropped Connection

Regular Visitor

Dropped Connection

Hello,

  I've been experiencing dropped Internet connection since I moved 3 months ago.  It has only recently became a bigger issue due to work.  I have had a technician come out and replace the cable going from where it comes in at my house to my modem.  He said it was very old and outdated and conducting the signal poorly.  unfortunately it still buffers and drops connection constantly even with one device connected.   Thank you for the help. 

 

Modem- c7000v2

speed tier- 250 mbps

 

 

Screenshot (1).pngSignal level 1Screenshot (2).pngSignal level 2Screenshot (3).pngError Log 1Screenshot (4).pngError Log 2Screenshot (7).pngError Log 3

 

 

 

 

Expert

Re: Dropped Connection

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) somewhere.


There are other signal stat figures that can't be read by the modem. 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.


I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !



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Regular Visitor

Re: Dropped Connection

Thanks for the help I appreciate it!
Expert

Re: Dropped Connection

Quite welcome !


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!
Official Employee

Re: Dropped Connection

Hey rubidouxc, thanks for reaching out in the forums about your speed concerns. Let's take a look at what's going on at the premise and your area so we can get a better idea of where the culprit is. Please send me a private message with your full name for help. Just click my name and then on the next page, you'll see an option to send me a private message on the top right hand side.  


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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!