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9 Messages
Help Requested - Intermittent internet
Hello,
I'm experiencing intermittent internet drops several times a day. It typically resolves within 3-7 minutes. After speaking with a Comcast tech they gave me the tech support number for Motorola.
Motorola's techs reviewed my logs and explained that my PWR was too high (8+ on every channel - should be between -7 and 7) and my SNR was too high (lowest is 43.3 ranging up to 45.4 - should be between 38-42). This is causing a ton of packet loss (Corrected over 1.5M and Uncorrected over 40k in a 24 hour period...typically they like to see 0...but up to 500 is considered acceptable). They also reviewed the Event Logs and I'm getting a lot of T3 & T4 errors every day.
Motorola explained that these are issues with Comcast's signal and that Comcast would need to address either remotely or by sending a technician to the home to clean up the line. I called Comcast back, explained the issues, and they entered a ticket (CR920030888) stating a Level 3 tech would call me back within 24 hours. No tech called me.
I called Comcast again this morning, they redid their diognostics and told me they see the issue but were unable/unwilling to correct the issues. I'm currently on hold waiting for a supervisor.
Can anyone help me resolve these issues? Having my internet drop several times a day is not acceptable. Thank you!
patrone84
Frequent Visitor
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9 Messages
4 years ago
Links to Modem Stats.
https://imgur.com/a/bQXgRk1
https://imgur.com/a/dLYEezm
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EG
Expert
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103.5K Messages
4 years ago
The downstream signal stats are fine. What do the upstream power level numbers look like ?
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patrone84
Frequent Visitor
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9 Messages
4 years ago
@EG Here are the upstream numbers.
https://imgur.com/a/68VweWz
Why so much packet loss if the downstream #'s are fine?
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EG
Expert
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103.5K Messages
4 years ago
The upstreams are o/k too. Packet loss can be caused by noise ingress into the lines somewhere and in the upstream / return path which would not be reflected in the downstream / forward path values. It can also be caused by a network capacity / traffic congestion problem with which the end used could not be aware of (there's no modem measurement for that).
So, 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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patrone84
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9 Messages
4 years ago
Ok - thank you for the assistance!
I can say that the line comes directly from the box that was attached to my house. I watched the guy install it. Took a line from the pole in my backyard to the box he installed on the house and then a single direct cable line from the box on the house to my modem. If there is noise it's outside my realm of control...feel like it's on Comcast to get that fixed. Appreciate the help!
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patrone84
Frequent Visitor
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9 Messages
4 years ago
@EG Is there a typical response time from Comcast when you escalate a problem? Still having issues like this one pretty regularly.
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EG
Expert
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103.5K Messages
4 years ago
It usually 2 days or so. They must be swamped. I'm going to re-escalate this.
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XfinityAmira
Official Employee
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3.5K Messages
4 years ago
Hello @patrone84, thanks for reaching out to our Digital Care Team through our Forums page. We appreciate you being a customer with us and I am sorry about the connection issues you have been experiencing. I can imagine how inconvenient and frustrating that must be, especially during these troubling times and everyone having to be at home. I also apologize for your experience around working with us thus far, trying to get this fixed.
I appreciate you providing me with your signal levels and I would love to further look into this on my end. Can you please send me a Private Message including your first and last name as it appears on the account?
To send me a Private Message, please click my name “ComcastAmira” and click “Send a message".
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patrone84
Frequent Visitor
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9 Messages
4 years ago
@ComcastAmira
This has been my day since yesterday...
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patrone84
Frequent Visitor
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9 Messages
4 years ago
@ComcastAmira private message sent yesterday. Thanks!
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patrone84
Frequent Visitor
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9 Messages
4 years ago
@EG @ComcastAmira
I've gotten no response to repeated private messages to @ComcastAmira. Can anyone help me?
Still getting daily errors.
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EG
Expert
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103.5K Messages
4 years ago
I'll try pinging them again................
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