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Intermittent connection three weeks now

Frequent Visitor

Intermittent connection three weeks now

For the past three weeks my gateway keeps disconnecting and reconnecting randomly. This whole cycle of disconnecting and reconnecting goes in an endless loop and never stops. As the internet goes out, I can see the downstream SNR on some channels drops from 38.61 dB to 30.82 dB and then some channels become not locked. After a few minutes the internet finally comes back. I noticed at this time my download speed is degraded but upload speed is fine: http://www.speedtest.net/result/7929016662.png

 

What I have always gotten before this problem started. http://www.speedtest.net/result/7885613716.png

 

A Comcast technician came out few days ago and put in a new single ground block, but the same problem occurred. He said we needed pole maintenance. Yesterday another tech came out to do pole maintenance. It was marked as service was completed. I don’t notice any difference, the same problem exist.

 

There are no splitters as we don’t have TV anymore. The cable from outside to gateway is tight and undamaged. Today I tested the gateway directly from the ground block outside and the same problem occurs. Could it be the gateway itself?

 

Downstream

Channel Bonding Value

Index

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

 

Lock Status

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Not Locked

Not Locked

Locked

Locked

Locked

Locked

Locked

Locked

Not Locked

Not Locked

Not Locked

Not Locked

Not Locked

Not Locked

Not Locked

Not Locked

Not Locked

 

Frequency

483.00 MHz

459.00 MHz

465.00 MHz

471.00 MHz

477.00 MHz

489.00 MHz

495.00 MHz

507.00 MHz

513.00 MHz

519.00 MHz

525.00 MHz

531.00 MHz

537.00 MHz

543.00 MHz

549.00 MHz

555.00 MHz

561.00 MHz

567.00 MHz

573.00 MHz

579.00 MHz

585.00 MHz

591.00 MHz

597.00 MHz

603.00 MHz

 

 

 

 

 

 

 

 

 

SNR

37.36 dB

38.61 dB

38.61 dB

38.98 dB

38.61 dB

38.61 dB

37.64 dB

37.64 dB

38.61 dB

38.98 dB

37.64 dB

37.64 dB

37.09 dB

37.36 dB

38.98 dB

----

----

36.39 dB

37.64 dB

38.61 dB

38.61 dB

30.70 dB

34.93 dB

----

 

 

 

 

 

 

 

 

 

Power Level

-2.50 dBmV

-2.50 dBmV

-2.40 dBmV

-2.60 dBmV

-2.50 dBmV

-2.70 dBmV

-3.10 dBmV

-3.50 dBmV

-3.50 dBmV

-3.40 dBmV

-3.70 dBmV

-3.90 dBmV

-4.30 dBmV

-4.50 dBmV

-4.40 dBmV

----

----

-4.60 dBmV

-4.40 dBmV

-4.50 dBmV

-4.40 dBmV

-4.70 dBmV

-4.90 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

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

----

 

 

 

 

 

 

 

 

 

Upstream

Channel Bonding Value

 

Index

1

2

3

4

5

6

7

8

 

 

Lock Status

Locked

Locked

Locked

Locked

Not Locked

Not Locked

Not Locked

Not Locked

 

 

Frequency

35.80 MHz

16.60 MHz

23.00 MHz

29.40 MHz

 

 

 

 

 

 

Symbol Rate

5120 KSym/s

5120 KSym/s

5120 KSym/s

5120 KSym/s

 

 

 

 

 

 

Power Level

48.00 dBmV

48.00 dBmV

49.00 dBmV

48.00 dBmV

 

 

 

 

 

 

Modulation

64 QAM

64 QAM

64 QAM

64 QAM

 

 

 

 

 

 

Channel Type

DOCSIS2.0 (ATDMA)

DOCSIS2.0 (ATDMA)

DOCSIS2.0 (ATDMA)

DOCSIS2.0 (ATDMA)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

CM Error Codewords

Unerrored Codewords

236422447

231869665

231862370

231866756

231867691

231861608

231864902

231869747

231867040

231863162

231877803

231878580

231878958

231876948

231870591

13696820

16622722

231878025

231872327

231867892

231884597

231854851

231884846

13734110

0

0

0

0

0

0

0

0

Correctable Codewords

4043

4358

4745

4059

4126

3989

7078

3590

3220

3159

3456

4010

4679

5756

3891

546

2023

5273

5633

3350

3109

15965

4101

685

0

0

0

0

0

0

0

0

Uncorrectable Codewords

5357

1705

2672

2244

4417

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Expert

Re: Intermittent connection three weeks now

I would get a tech back out, especially since the line is directly from the pole to your gateway. There is a bit of downstream noise problems.


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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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Expert

Re: Intermittent connection three weeks now

Hi @Accould

Since you've already had multiple techs out...

 

I've asked an employee to assist you. You should expect a reply in this thread. 

 

FYI: They owe you a $20 credit for every tech visit after the first for the same problem. You can also get a credit for your service from the time you first reported the issue until it is resolved.


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!
Frequent Visitor

Re: Intermittent connection three weeks now

Thank you. Hopefully they can help us. The channel bonding values are still all over the place and we keep losing connection. I did notice $20 was credited to my account today. 

Official Employee

Re: Intermittent connection three weeks now

Hi Accould, I can assist in scheduling a technician for you.  Please send me a private message with your full name to begin.

 

 

Thank you 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!
Frequent Visitor

Re: Intermittent connection three weeks now


@ComcastPhill wrote:

Hi Accould, I can assist in scheduling a technician for you.  Please send me a private message with your full name to begin.

 

 

Thank you 


Today we finally got a technician that showed interest. He went up to the pole and tested our lines. It makes me wonder if the second technician that came out last week actually did anything.

 

He found that the cable from the pole to our house was dry rot and water was getting in. He replaced the whole cable, put in a new ground, and fitted weather sealed compression connectors at each end.

Signals look normal now. All channels are locked with zero correctable and uncorrectable codewords. No disconnects and full speed. Smiley Happy

 

Downstream

Channel Bonding Value

Index

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

 

Lock Status

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Not Locked

Not Locked

Not Locked

Not Locked

Not Locked

Not Locked

Not Locked

Not Locked

 

Frequency

609.00 MHz

513.00 MHz

519.00 MHz

525.00 MHz

531.00 MHz

537.00 MHz

543.00 MHz

549.00 MHz

555.00 MHz

561.00 MHz

567.00 MHz

573.00 MHz

579.00 MHz

585.00 MHz

591.00 MHz

597.00 MHz

603.00 MHz

615.00 MHz

621.00 MHz

627.00 MHz

639.00 MHz

645.00 MHz

651.00 MHz

657.00 MHz

                 

SNR

38.61 dB

38.98 dB

38.98 dB

38.98 dB

38.98 dB

38.61 dB

38.61 dB

38.98 dB

38.61 dB

38.98 dB

38.98 dB

38.61 dB

38.61 dB

38.61 dB

38.61 dB

38.61 dB

38.61 dB

38.61 dB

38.61 dB

38.61 dB

37.64 dB

37.64 dB

37.64 dB

37.36 dB

                 

Power Level

-3.40 dBmV

-1.50 dBmV

-1.50 dBmV

-1.60 dBmV

-1.90 dBmV

-2.30 dBmV

-2.50 dBmV

-2.30 dBmV

-2.50 dBmV

-2.40 dBmV

-2.50 dBmV

-2.40 dBmV

-2.50 dBmV

-2.40 dBmV

-2.70 dBmV

-2.80 dBmV

-3.00 dBmV

-3.40 dBmV

-3.20 dBmV

-3.00 dBmV

-3.20 dBmV

-4.00 dBmV

-4.60 dBmV

-4.60 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

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

5

6

7

8

 

 

Lock Status

Locked

Locked

Locked

Locked

Not Locked

Not Locked

Not Locked

Not Locked

 

 

Frequency

29.40 MHz

16.60 MHz

23.00 MHz

35.80 MHz

         

 

Symbol Rate

5120 KSym/s

5120 KSym/s

5120 KSym/s

5120 KSym/s

         

 

Power Level

43.00 dBmV

43.00 dBmV

43.00 dBmV

43.00 dBmV

         

 

Modulation

64 QAM

64 QAM

64 QAM

64 QAM

         

 

Channel Type

DOCSIS2.0 (ATDMA)

DOCSIS2.0 (ATDMA)

DOCSIS2.0 (ATDMA)

DOCSIS2.0 (ATDMA)

         

 

                                                                                 

 

CM Error Codewords

Unerrored Codewords

388829395

386911527

386907289

386913331

386909171

386915438

386918110

386918730

386921348

386922779

386924137

386927157

386928750

386929934

386932442

386937257

386938807

386940052

386933906

386941916

386944473

386946418

386948632

386943870

0

0

0

0

0

0

0

0

Correctable Codewords

0

0

0

0

18

0

0

0

0

0

14

11

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

Uncorrectable Codewords

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

Official Employee

Re: Intermittent connection three weeks now

Hi Accould, thank you for your update and great to hear you are no longer experiencing disconnects.  Please reach back out if you need assistance in the future.

 

Thank you  


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!