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Exposed cables, slow internet. How to get the wires protected from elements?

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Exposed cables, slow internet. How to get the wires protected from elements?

I live in a condo and found our cable connection panel is wide open, with dangling cables and connectors completely exposed to the elements.  How do we get this fixed? 

 

Pictures of the panel/dangling wires.

https://ibb.co/tbmNfwy

https://ibb.co/q5n7sv8

https://ibb.co/RyF6xJ4

 

I'm having internet connectivity issues where my 100 MBPS service drops down to 10 MBPS to 30 MPBS to 120 MBPS or drops completely.  Phoned customer service several times today but no resolution, tech call scheduled for next week, which is problematic due to working from home due to covid.  Need resolution.

 

I'm using ARRIS DOCSIS 3.0 Cable Modem, no more than a year old.  Ruled out router issues by hard wiring directly to modem with ethernet cable.  Have rebooted and gone through programmatic reset multiple times today.

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Re: Exposed cables, slow internet. How to get the wires protected from elements?

Event log:

Tue Jun 09 22:10:10 2020 5 Lost MDD Timeout;CM-MAC=d4:0a:a9:58:88:d9;CMTS-MAC=00:01:5c:a4:f6:73;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 09 22:10:11 2020 5 RCS Partial Service;CM-MAC=d4:0a:a9:58:88:d9;CMTS-MAC=00:01:5c:a4:f6:73;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 09 22:10:16 2020 5 Lost MDD Timeout;CM-MAC=d4:0a:a9:58:88:d9;CMTS-MAC=00:01:5c:a4:f6:73;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 09 22:10:16 2020 5 RCS Partial Service;CM-MAC=d4:0a:a9:58:88:d9;CMTS-MAC=00:01:5c:a4:f6:73;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 09 22:10:23 2020 5 Lost MDD Timeout;CM-MAC=d4:0a:a9:58:88:d9;CMTS-MAC=00:01:5c:a4:f6:73;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 09 22:10:24 2020 5 RCS Partial Service;CM-MAC=d4:0a:a9:58:88:d9;CMTS-MAC=00:01:5c:a4:f6:73;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 09 22:10:29 2020 4 Service Change Response rejected - Invalid transaction ID;CM-MAC=d4:0a:a9:58:88:d9;CMTS-MAC=00:01:5c:a4:f6:73;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 09 22:10:31 2020 5 RCS Partial Service;CM-MAC=d4:0a:a9:58:88:d9;CMTS-MAC=00:01:5c:a4:f6:73;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 09 22:10:48 2020 5 Lost MDD Timeout;CM-MAC=d4:0a:a9:58:88:d9;CMTS-MAC=00:01:5c:a4:f6:73;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 09 22:10:49 2020 4 Service Change Response rejected - Invalid transaction ID;CM-MAC=d4:0a:a9:58:88:d9;CMTS-MAC=00:01:5c:a4:f6:73;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 09 22:10:49 2020 5 RCS Partial Service;CM-MAC=d4:0a:a9:58:88:d9;CMTS-MAC=00:01:5c:a4:f6:73;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 09 22:11:25 2020 4 Service Change Response rejected - Invalid transaction ID;CM-MAC=d4:0a:a9:58:88:d9;CMTS-MAC=00:01:5c:a4:f6:73;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 09 22:11:26 2020 5 RCS Partial Service;CM-MAC=d4:0a:a9:58:88:d9;CMTS-MAC=00:01:5c:a4:f6:73;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 09 22:11:28 2020 5 Lost MDD Timeout;CM-MAC=d4:0a:a9:58:88:d9;CMTS-MAC=00:01:5c:a4:f6:73;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 09 22:11:31 2020 5 RCS Partial Service;CM-MAC=d4:0a:a9:58:88:d9;CMTS-MAC=00:01:5c:a4:f6:73;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 09 22:11:33 2020 4 Service Change Response rejected - Invalid transaction ID;CM-MAC=d4:0a:a9:58:88:d9;CMTS-MAC=00:01:5c:a4:f6:73;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 09 22:11:34 2020 5 RCS Partial Service;CM-MAC=d4:0a:a9:58:88:d9;CMTS-MAC=00:01:5c:a4:f6:73;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 09 22:11:34 2020 5 Lost MDD Timeout;CM-MAC=d4:0a:a9:58:88:d9;CMTS-MAC=00:01:5c:a4:f6:73;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 09 22:11:35 2020 4 Service Change Response rejected - Invalid transaction ID;CM-MAC=d4:0a:a9:58:88:d9;CMTS-MAC=00:01:5c:a4:f6:73;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 09 22:11:37 2020 5 RCS Partial Service;CM-MAC=d4:0a:a9:58:88:d9;CMTS-MAC=00:01:5c:a4:f6:73;CM-QOS=1.1;CM-VER=3.0;
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modem info

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 22 597.00 MHz -4.70 dBmV 38.98 dB 4 0
2 Locked 256QAM 1 465.00 MHz -5.10 dBmV 38.98 dB 0 0
3 Locked 256QAM 2 471.00 MHz -5.00 dBmV 38.61 dB 3 0
4 Locked 256QAM 3 477.00 MHz -4.50 dBmV 38.98 dB 0 0
5 Locked 256QAM 4 483.00 MHz -4.70 dBmV 38.98 dB 0 0
6 Locked 256QAM 5 489.00 MHz -4.60 dBmV 38.61 dB 0 0
7 Locked 256QAM 6 495.00 MHz -4.70 dBmV 38.61 dB 3 0
8 Locked 256QAM 7 501.00 MHz -4.60 dBmV 38.61 dB 3 0
9 Locked 256QAM 8 507.00 MHz -4.50 dBmV 38.98 dB 5 0
10 Locked 256QAM 9 513.00 MHz -4.70 dBmV 38.98 dB 7 0
11 Locked 256QAM 10 519.00 MHz -4.60 dBmV 38.61 dB 0 0
12 Locked 256QAM 11 525.00 MHz -4.30 dBmV 38.61 dB 0 0
13 Locked 256QAM 12 531.00 MHz -4.30 dBmV 38.98 dB 0 0
14 Locked 256QAM 13 537.00 MHz -4.40 dBmV 38.61 dB 7 0
15 Locked 256QAM 14 543.00 MHz -4.60 dBmV 38.98 dB 7 0
16 Locked 256QAM 15 555.00 MHz -4.70 dBmV 38.98 dB 0 0
17 Locked 256QAM 16 561.00 MHz -4.90 dBmV 38.61 dB 0 0
18 Locked 256QAM 17 567.00 MHz -5.10 dBmV 38.98 dB 0 0
19 Locked 256QAM 18 573.00 MHz -5.00 dBmV 38.61 dB 3 0
20 Locked 256QAM 19 579.00 MHz -4.90 dBmV 38.61 dB 0 0
21 Locked 256QAM 20 585.00 MHz -4.90 dBmV 38.98 dB 0 0
22 Locked 256QAM 21 591.00 MHz -4.60 dBmV 38.61 dB 0 0
23 Locked 256QAM 23 603.00 MHz -4.60 dBmV 38.61 dB 9 0
24 Locked 256QAM 24 609.00 MHz -4.50 dBmV 38.98 dB 0 0
25 Locked 256QAM 26 615.00 MHz -4.20 dBmV 38.90 dB 0 0
26 Locked 256QAM 27 621.00 MHz -4.30 dBmV 39.20 dB 0 0
27 Not Locked ---- 28 627.00 MHz ---- ---- ---- ----
28 Locked 256QAM 29 633.00 MHz -4.00 dBmV 33.00 dB 6199713 207502
29 Not Locked ---- 30 639.00 MHz ---- ---- ---- ----
30 Not Locked ---- 31 645.00 MHz ---- ---- ---- ----
31 Locked 256QAM 32 651.00 MHz -3.70 dBmV 39.20 dB 0 0
32 Locked 256QAM 33 657.00 MHz -3.80 dBmV 39.50 dB 0 0

 

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 kSym/s 35.80 MHz 50.00 dBmV
2 Locked ATDMA 4 5120 kSym/s 16.60 MHz 52.00 dBmV
3 Locked ATDMA 3 5120 kSym/s 23.00 MHz 50.75 dBmV
4 Locked ATDMA 2 5120 kSym/s 29.40 MHz 50.25 dBmV




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Expert

Re: modem info

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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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Re: modem info

No visible splitters, the wiring is behind the walls.  I've removed/replaced all visible inside wiring already, I only use the one connection to the cable modem as we only have internet service, no tv.  I really have no idea about the wiring situation outside my building as there are multiple wires going into the varous units.  The labelling on the wires has worn off due to weather exposure and I don't know which is mine (see pictures from original post).

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Re: modem info

Also, via comcast, tech visit is not possible due to covid?  Only a virtual call which I've scheduled for next week.  Which means I have no choice but to go into the office to work, in spite of Covid quarantine instructions.

 

Are there private contractors that can be hired to take a look at this stuff, or am I stuck with comcat technical support?

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Expert

Re: modem info

You could get an electrician to look at your premises wiring / hardware but they would not be allowed or able to touch anything on the Comcast side of the demarcation point / Comcast property. Nor would they have the training to trouble shoot the cable system, 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!