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Intermittant connectivity, please advise

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Regular Visitor

Intermittant connectivity, please advise

For a number of weeks now I have had extememe intermittant connectivity. I was contacted in Feb that techs needed access to my yard to gound cabing cabling. The cable was buried a few weeks ago. It might have been happening more before this but its very noticeable now due to the quarantine. I have a ton of T3 problems in my log everytime the signal drops. I've called comcast and they just keep sending a reset signal and saying thanks for calling comcast which clearly isn't working. The last rep said we will send you a new modem but I have little faith that its going to magically fix itself. My current modem is a dpc3939. Signal levels posted below. Upsteam channel 1 fluctuates randomly into the 54 range. Please advise further with anything that jump out. 

 

Downstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
429 MHz
435 MHz
441 MHz
447 MHz
453 MHz
459 MHz
465 MHz
471 MHz
477 MHz
483 MHz
489 MHz
495 MHz
507 MHz
513 MHz
519 MHz
525 MHz
SNR
36.387 dB
36.610 dB
36.610 dB
36.387 dB
36.610 dB
36.387 dB
36.610 dB
36.610 dB
36.387 dB
36.387 dB
36.387 dB
36.387 dB
36.610 dB
36.387 dB
36.387 dB
36.610 dB
Power Level
-0.100 dBmV
-0.100 dBmV
-0.300 dBmV
-0.300 dBmV
-0.600 dBmV
-1.100 dBmV
-1.300 dBmV
-1.400 dBmV
-1.600 dBmV
-1.800 dBmV
-1.800 dBmV
-1.800 dBmV
-1.600 dBmV
-1.100 dBmV
-0.700 dBmV
-0.400 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
Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Locked
Frequency
29 MHz
35 MHz
16 MHz
23 MHz
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
46.500 dBmV
47.500 dBmV
46.000 dBmV
47.750 dBmV
Modulation
64 QAM
64 QAM
64 QAM
64 QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
CM Error Codewords
Unerrored Codewords
142936852
74708118
43947476
351231393
0
0
0
0
74710871
414674392
317659260
414631801
60318582
92233549
414696260
359443218
Correctable Codewords
3805
2667
2248
3732
0
0
0
0
2585
4826
4437
3848
1560
2777
4231
4514
Uncorrectable Codewords
10158
5225
2062
14022
0
0
0
0
5044
19366
11977
18249
2569
6481
19544
17259
Highlighted
Expert

Re: Intermittant connectivity, please advise


@wyk3d wrote:

Upsteam channel 1 fluctuates randomly into the 54 range. 

 

That would cause an intermittent connectivity problem. Something is going on with the connection.

 

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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Regular Visitor

Re: Intermittant connectivity, please advise

Thanks for the additional troubleshooting techniques.  To my knowledge theres only 1 splitter inside the house, 3.5 each leg between the cable box and the modem. everything is tight.  I don't have another splitter to test with. When  I am able to check, channel 1 jumps to 54 is when I typically drop. Will a new modem fix this issue as they sent one out and it will be here today? I'm not confident as a signal issue wont magically get cured with a new modem, it might just be more resistant to sudden spikes in signal.

 

They are currently refusing to send an outside ine tech unless I have no services at all due to covid.  When I questioned why a line tech outside not near anyone was not able to come verify the lines they recently replaced were correct, the rep had no response and changed the subject.  Unfortunatelly with attempting to work from home, I can't make any calls reliably as connection is not consistent. They certainly keep taking that 160 dollars from my account for less than adequate service though. I guess I will just continue to call every few hours until something is resolved. 

Highlighted
Expert

Re: Intermittant connectivity, please advise


@wyk3d wrote:

When  I am able to check, channel 1 jumps to 54 is when I typically drop. Will a new modem fix this issue as they sent one out and it will be here today? I'm not confident as a signal issue wont magically get cured with a new modem, it might just be more resistant to sudden spikes in signal.

 

Not likely. All DOCSIS cable modems are designed to spontaneously re-boot at that high of a power level. YMMV. 


 



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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Regular Visitor

Re: Intermittant connectivity, please advise

Dropped into the crawlspace to verify no additional splitters. It appears to be the line coming in connected to a barrel connector (both connectors are newer style with the rubber boot)  and then a straight line to the splitter that runs cable box and modem. I did take a look and neither looked oxidized but, reconnected and verfied tight. I've tried another splitter that managed to find. Signals still unchanged and still dropping. I supposed one of the individual connectors could be bad but I'm running out of things to test which leads me to believe this is an outside problem. I just need to get comcast to understand that. 

Highlighted
Expert

Re: Intermittant connectivity, please advise

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 !



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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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Highlighted
Regular Visitor

Re: Intermittant connectivity, please advise

New modem didn't change a thing (because why would it), still disconnecting. They refuse to send a tech and they refuse to give any sort of refund for services they are not providing. Does anyone have another contact that can get this issue sorted sooner than august which is what some covid models suggest. It has destroyed my ablity to work and I need to be able to earn income for the next 3 months.