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Intermittent Dropped Internet

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Regular Visitor

Intermittent Dropped Internet

Hi,

 

I've experienced intermittent dropped internet and/or slow speeds over the past few months. I upgraded to a new modem (MOTOROLA MB7621), but have these issues still on occassion.  I've done some reading on this forum and elsewhere and wonder if this issue could be related to a high number/ratio of uncorrected packets. I've dropped a link to the pdf of the status page and event log from the modem below, and via link, for reference. Thanks in advance!

 

Status Page 

Event Log 

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Expert

Re: Intermittent Dropped Internet

The downstream power is on the low / weak side and it may be intermittently fluctuating even lower to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

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: Intermittent Dropped Internet

Hey,

 

Thanks for the advice - I eliminated a splitter and moved the modem to where the coax enters the house. However, I still noticed there are a high number of uncorrected packets - what are your thoughts?

IMG_2874.png

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Expert

Re: Intermittent Dropped Internet

Can't see your pic. Since you are a new poster, it needs to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting it at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to it here.



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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Regular Visitor

Re: Intermittent Dropped Internet

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Expert

Re: Intermittent Dropped Internet

The stats are improved. There's more wiggle room. The bottom line is to live with it a while now and see if actual connectivity problems persist, and not just focus on the errors. 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!