Community Forum

Erratic internet

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New Poster

Erratic internet

My service is erratic. Periodically I lose service. When I reboot the modem the us/ds blinks but never stays on.
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Diamond Problem Solver

Re: Erratic internet

Post your modem levels

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New Poster

Re: Erratic internet

Modem levels?
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Diamond Problem Solver

Re: Erratic internet

Modem levels are the signal levels from Comcast that make your modem function. There’s a certain range they should fall in. Go inside your modem and look for them.

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Expert

Re: Erratic internet


@Mm888 wrote:
Modem levels?

More specifically. What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

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




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New Poster

Re: Erratic internet

I cannot open the modem. I lack the tools
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Expert

Re: Erratic internet

"Tools" aren't needed. Use any web browser to go to those blue-colored links that I posted.



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New Poster

Re: Erratic internet

The first site  will not open due to timeout

 

Downstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
459.00 MHz
429.00 MHz
435.00 MHz
447.00 MHz
453.00 MHz
465.00 MHz
471.00 MHz
477.00 MHz
483.00 MHz
489.00 MHz
495.00 MHz
501.00 MHz
507.00 MHz
513.00 MHz
519.00 MHz
525.00 MHz
531.00 MHz
537.00 MHz
543.00 MHz
549.00 MHz
555.00 MHz
561.00 MHz
567.00 MHz
573.00 MHz
 
 
 
 
 
 
 
 
SNR
37.64 dB
38.61 dB
37.36 dB
37.36 dB
37.64 dB
37.64 dB
37.36 dB
38.61 dB
37.64 dB
37.64 dB
37.64 dB
38.98 dB
38.61 dB
38.98 dB
37.64 dB
31.40 dB
35.08 dB
28.06 dB
26.15 dB
32.68 dB
32.32 dB
29.76 dB
34.93 dB
36.61 dB
 
 
 
 
 
 
 
 
Power Level
-11.30 dBmV
-10.70 dBmV
-11.20 dBmV
-11.50 dBmV
-11.50 dBmV
-11.50 dBmV
-11.40 dBmV
-10.70 dBmV
-10.60 dBmV
-10.50 dBmV
-10.80 dBmV
-10.60 dBmV
-10.10 dBmV
-10.30 dBmV
-10.80 dBmV
-11.30 dBmV
-11.60 dBmV
-12.40 dBmV
-12.60 dBmV
-13.00 dBmV
-12.50 dBmV
-12.10 dBmV
-12.20 dBmV
-11.30 dBmV
 
 
 
 
 
 
 
 
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
 
 
 
 
 
 
 
 
Upstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
Lock Status
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
35.80 MHz
 
 
 
 
 
 
 
Symbol Rate
5120 KSym/s
 
 
 
 
 
 
 
Power Level
57.00 dBmV
 
 
 
 
 
 
 
Modulation
64 QAM
 
 
 
 
 
 
 
Channel Type
DOCSIS2.0 (ATDMA)
 
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Expert

Re: Erratic internet

The downstream power is too low / out of spec. And the upstream power is WAY out of spec !! 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.



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.
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New Poster

Re: Erratic internet

So what do I do?

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New Poster

Re: Erratic internet

Never mind  I missed the rest of your answer  thank you


@Mm888 wrote:

So what do I do?


 

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Expert

Re: Erratic internet

Good luck !



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!
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New Poster

Re: Erratic internet

@CCAndrew, great problem solving and people skills there. Thank goodness for the guy volunteering his time to help the OP. smh no wonder Comcast is such a joke.