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Frequent Internet Connectivity Failures

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Contributor

Frequent Internet Connectivity Failures

I was asked by Comcast to install a DOCSIS compliant modem and installed an Arris 6141 in place of my older unit that had no issues. The new modem had infrequent connectivity problems that could be reset by cycling power but, over time, the outages became more frequent. Some weeks, the modem went offline at least once a day. Sometimes, several times a day. There are weeks with no outages followed by periods of daily issues that can't be reset with a simple reset. Often, it takes hours to reestablish a bonded connection.

The modem sends a packet and waits forever with a flashing Receive LED. I returned the unused "Transporter" boxes installed after the cable signal was scrambled and direct connection to a TV was no longer possible. Think that was what they were called - provided a few low def channels. There is now a single set-top box in use on the TV side of the splitter.

 

I've seen mention of the issue but no solution to the problem. When the modem goes offline, the TV set-top box is still up and running. 

 

I get the same register values as others who have noted the problem.

 

 

modem crash.jpg
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Contributor

Re: Frequent Internet Connectivity Failures

This is what I read when all is well: 

 

modem running.jpg
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Expert

Re: Frequent Internet Connectivity Failures

The downstream power is too weak and the upstream power is too high, and they may be intermittently fluctuating even farther 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.



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Contributor

Re: Frequent Internet Connectivity Failures

Thanks for the reply. When Comcast was installed, there were issues with TV and the tech replaced my splitter with one from Comcast - explained I needed a dedicated port for internet. The internet connection to my original RCA modem worked fine, either way. There are no other splitters between the one at the cable entry and modem and the connectors are clean and free of corrosion. There is a coiled service loop in the cable from the wall to the modem that could be shortened but it's a straight shot from splitter to modem. I'll pull the wall plate to check the one place that hasn't been disassembled and inspected - the back side of the wall connection. 

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Contributor

Re: Frequent Internet Connectivity Failures

I'm down to a splitter to a set top box and a feed to my cable modem but Comcast was offline this morning and up again by the time I went to check status. I lost connectivity again just now and successfully restarted the modem - Internet connection restored. 

 

I did notice the modem shut down and restart a few days ago but wasn't using a connected device. It was either a DHCP lease reset or something initiaied by Comcast. My thought is that the problem is Comcast network traffic related. 

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Expert

Re: Frequent Internet Connectivity Failures

Sorry but the signal stats don't lie. As stated at the end of my post, I suggest that you get a tech out to investigate. 

 

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. Good luck with it !



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!