Community Forum

Internet Access comes and goes frequently after "system area upgrade improvements" - Power/SNR ?

Highlighted
New Poster

Internet Access comes and goes frequently after "system area upgrade improvements" - Power/SNR ?

Hi all, internet has been cutting in and out frequently over the last couple of days ... coincidently after some recent "are wide system upgrades and improvements".  They asked that I restart my modem, sent reset signals, etc ... but the numbers are all way way off.  

 

It's so bad, even On-Demand fails regularly and some channels artifact while watching live.

 

I have several TV's, so we have a distribution amp and power booster provided by Comcast at the headend.  Light on it is green and it appears to be working.  I logged into the modem to check power levels and it looks very different from anything I've found online.  Would appreciate someone helping to sort some of these numbers out to understand what they mean.

 

The SNR levels and Downstream Channel 37 numbers just look way out of sorts.

 

Downstream:

Index
37
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
38
39
40
159
 
Lock Status
Locked
Not locked
Not locked
Not locked
Not locked
Not locked
Not locked
Not locked
Not locked
Not locked
Not locked
Not locked
Not locked
Not locked
Not locked
Not locked
Not locked
Not locked
Not locked
Not locked
Not locked
Not locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
651 MHz
471 MHz
477 MHz
483 MHz
489 MHz
495 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
627 MHz
633 MHz
639 MHz
645 MHz
657 MHz
663 MHz
669 MHz
690 MHz
611600000
SNR
13323.2 dB
0.0 dB
0.0 dB
0.0 dB
0.0 dB
0.0 dB
0.0 dB
0.0 dB
0.0 dB
0.0 dB
0.0 dB
0.0 dB
0.0 dB
0.0 dB
0.0 dB
0.0 dB
0.0 dB
0.0 dB
0.0 dB
0.0 dB
0.0 dB
0.0 dB
27.4 dB
29.3 dB
30.9 dB
32.0 dB
32.0 dB
32.0 dB
32.0 dB
32.6 dB
32.6 dB
32.3 dB
30.7 dB
NA
Power Level
1108.8 dBmV
1108.8 dBmV
-25.7 dBmV
-25.8 dBmV
-25.6 dBmV
-25.5 dBmV
-25.6 dBmV
-25.5 dBmV
-25.7 dBmV
-26.0 dBmV
-26.3 dBmV
-26.4 dBmV
-26.6 dBmV
-27.2 dBmV
-27.2 dBmV
-27.7 dBmV
-28.1 dBmV
-28.4 dBmV
-28.4 dBmV
-27.4 dBmV
-25.6 dBmV
-23.5 dBmV
-21.5 dBmV
-19.3 dBmV
-17.3 dBmV
-15.9 dBmV
-15.9 dBmV
-15.9 dBmV
-15.9 dBmV
-14.9 dBmV
-14.9 dBmV
-15.0 dBmV
-14.7 dBmV
NA
Modulation
Unknown
Unknown
Unknown
Unknown
Unknown
Unknown
Unknown
Unknown
Unknown
Unknown
Unknown
Unknown
Unknown
Unknown
Unknown
Unknown
Unknown
Unknown
Unknown
Unknown
Unknown
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
Unknown
Unknown
Unknown
256 QAM
Unknown
256 QAM
OFDM
OFDM

 

Upstream:

 

Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Locked
Frequency
35 MHz
29 MHz
23 MHz
16 MHz
Symbol Rate
5120
5120
5120
5120
Power Level
38.8 dBmV
38.3 dBmV
37.8 dBmV
36.3 dBmV
Modulation
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA

 

CM Error Codewords:

 

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
33
Unerrored Codewords
1231965259
53876783
55994683
58070583
60105090
55033509
56582885
56491340
56170914
51238478
44496321
41466422
41473544
31206205
26077178
22964840
13364466
12478938
21534296
507535294
1929751704
2559032984
2582015468
2583584299
2584176818
2586029240
2587665847
2585567334
2563105430
2504459428
2480267259
2481909661
1231965259
Correctable Codewords
1210335619
6220367
3945156
3232444
3802102
2869863
2736464
3389479
2969702
6773304
6480101
5030230
6112355
5641597
5209740
4911053
7241054
5837743
181735227
740385579
532148404
12032595
3119213
2883997
3289146
3727495
4221473
3959409
9117723
2610189
2173035
2224653
1210335619
Uncorrectable Codewords
135310
3786374
2454170
2649349
3775757
2290541
2134567
3221693
3215368
3285839
4754966
4342350
4009987
3476992
3975109
4561220
8168156
13141647
333656309
400190211
112026714
2189053
2304306
2290611
2277708
2143413
2440793
4310758
6852000
1027663
950520
1262618
135310

 

 

Highlighted
Expert

Re: Internet Access comes and goes frequently after "system area upgrade improvements" - P

It would probably be best for you to get a tech out to investigate this one. 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!
Highlighted
New Poster

Re: Internet Access comes and goes frequently after "system area upgrade improvements" - P

Thanks for your reply.  I'm guessing that based on what you see, there is certainly some sort of signal issue and these numbers are way out of line?

 

After several phone calls, disconnects, callbacks, and even a chat session, a tech is supposed to be out tomorrow sometime to review.  Last time they sent a technician, they said no one was home (in the middle of CV19 Stay at Home orders) when everyone was home.  😕

 

Hopefully this visit goes better and they can get this fixed tomorrow.

 

In your opinion, is there anything here that I should focus on?  Is there anything I can do with the booster?  Change power supply perhaps?  None of that has been touched since install and this appears to have happened inline with some recent area upgrades so my guess is they have to do something at the pole or at the POP, no?

Highlighted
Expert

Re: Internet Access comes and goes frequently after "system area upgrade improvements" - P

I would wait until tomorrow and see what the tech finds. Please post back with how things turn out.



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!
Highlighted
New Poster

Re: Internet Access comes and goes frequently after "system area upgrade improvements" - P

Tech was onsite as scheduled, right on time and in fact a little bit early which was great.

 

Unfortunately, the could not solve the issue.  Apparently the issue is further upstream and will require their maintenance/construction department to potentially run completely new line.

 

Any idea how long that takes?

Highlighted
Expert

Re: Internet Access comes and goes frequently after "system area upgrade improvements" - P

No, sorry. 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!