Regular Visitor
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2 Messages
Intermittent drops, slow speeds
My service was working ok but then a few weeks ago I started getting frequent intermittent drops. Also, my speeds are mostly below 100 Mbps (I'm on the 300 Mbps plan). I've pasted the data from the gateway below. To me, it looks like a comcast network issue: channels 1, 21, and 22 have a signal to noise ratio that is too low (<35 dB), which is confirmed by the large number of uncorrected codewords. Is this a correct diagnosis? How do I get this fixed? Based on past experience, the comcast reps will just tell me to reboot the modem if I call. Which I've done multiple times, but then the intermittent drops start again. Thanks for the help.
IndexLock StatusFrequencySNRPower LevelModulation
Downstream | Channel Bonding Value | ||||||||||||||||||||||||||||||
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 |
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 |
627.00 MHz | 633.00 MHz | 639.00 MHz | 645.00 MHz | 651.00 MHz | 657.00 MHz | 663.00 MHz | 669.00 MHz | 675.00 MHz | 681.00 MHz | 687.00 MHz | 693.00 MHz | 699.00 MHz | 705.00 MHz | 711.00 MHz | 717.00 MHz | 723.00 MHz | 729.00 MHz | 735.00 MHz | 741.00 MHz | 747.00 MHz | 753.00 MHz | 759.00 MHz | 765.00 MHz | ||||||||
34.63 dB | 38.61 dB | 38.98 dB | 40.37 dB | 40.95 dB | 40.37 dB | 40.95 dB | 40.37 dB | 38.98 dB | 38.98 dB | 40.37 dB | 40.95 dB | 40.37 dB | 40.37 dB | 38.98 dB | 40.37 dB | 38.98 dB | 36.39 dB | 36.61 dB | 38.98 dB | 32.24 dB | 31.40 dB | 40.37 dB | 40.37 dB | ||||||||
5.60 dBmV | 5.90 dBmV | 6.20 dBmV | 6.10 dBmV | 6.40 dBmV | 6.80 dBmV | 6.60 dBmV | 5.90 dBmV | 5.80 dBmV | 5.80 dBmV | 5.90 dBmV | 6.10 dBmV | 5.90 dBmV | 6.10 dBmV | 6.50 dBmV | 7.10 dBmV | 6.30 dBmV | 5.60 dBmV | 5.30 dBmV | 6.00 dBmV | 6.80 dBmV | 6.90 dBmV | 6.70 dBmV | 6.30 dBmV | ||||||||
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 |
IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type
Upstream | Channel Bonding Value | ||||||
1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 |
Locked | Locked | Locked | Locked | Not Locked | Not Locked | Not Locked | Not Locked |
23.70 MHz | 17.30 MHz | 30.10 MHz | 36.50 MHz | ||||
5120 KSym/s | 5120 KSym/s | 5120 KSym/s | 5120 KSym/s | ||||
48.25 dBmV | 47.00 dBmV | 48.75 dBmV | 49.50 dBmV | ||||
64 QAM | 64 QAM | 64 QAM | 64 QAM | ||||
DOCSIS2.0 (ATDMA) | DOCSIS2.0 (ATDMA) | DOCSIS2.0 (ATDMA) | DOCSIS2.0 (ATDMA) |
Unerrored CodewordsCorrectable CodewordsUncorrectable Codewords
| CM Error Codewords | |||||||||||||||||||||||||||||||
249299187 | 404288489 | 404302252 | 404301999 | 404298667 | 404306253 | 404292395 | 404308131 | 404302075 | 404290131 | 404309997 | 404311613 | 404305650 | 404313292 | 404296166 | 404317469 | 404316854 | 403875317 | 404244887 | 404322398 | 30938337 | 42028513 | 404325575 | 404329493 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
480574 | 21 | 407 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 3 | 0 | 206073 | 66961 | 0 | 2294858 | 897061 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
1187010 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 221298 | 9417 | 0 | 1103154 | 948606 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
Accepted Solution
EG
Expert
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103.5K Messages
3 years ago
Yes. You are correct. And the upstream power is on the high side and it may be intermittently fluctuating even higher 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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CSHR
Regular Visitor
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2 Messages
3 years ago
Thank you. There was a second splitter in the path and removing it seems to have fixed the problem - no more intermittent drops and the SNR is now over 35 dB on all channels. Unfortunately that second splitter is needed to get video to our second television, so fixing the Internet means I can't use that TV. There's no easy way to rewire so that the modem is served by one branch off the remaining splitter and both TVs are served off the second branch. Also, I don't know why the setup worked for a long time with the second splitter but then stopped working. I'll try replacing the second splitter with a new one and new cables and see if that works. Thanks again for your help.
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Jlavaseur
Problem Solver
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948 Messages
3 years ago
I have had splitters go bad more then a few times, replaced them and everything came back to life
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EG
Expert
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103.5K Messages
3 years ago
You may want to get a tech out to investigate / correct the problem. Good luck !
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