Internet Drops Constantly w/ No Help From Comcast

[Ethan77]

I have had internet drops for 2 weeks now. I contacted Comcast Support 3 times with no help. The 3rd time the representative told me it was not Comcast's fault and that it may be my modem. Thinking I could rule out my modem in order to get a tech out I purchased a new modem, different brand, and installed it. During that time the power in the neighborhood was knocked out for a few days. When it returned, Comcast stated that until all the outages in the area were fixed, they couldn't help me. So I waited a few more days until the outages were corrected. I contacted Comcast and asked them to send a technician. I explained with the new modem, the issues continued. I explained my wife is working from home and needs a stable connection.

Soon the representaive told me that they won't send a tech out because my problems are intermitant and they'll only send someone if we have no internet at all. I'm at my wits end and at the point of just moving to a slower ATT connection just to have something stable.

When the internet drops it either doesn't connect at all, or it slows to a crawl with downwload speed of around 5mbps and an upload of 0.3mbps.

I checked the modem logs and it seems things are not working properly with a very large number of correctables and uncorrectables. I need help or I will just need to move away from Comcast for good.

Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords 1 Locked QAM256 21 579000000 Hz -1.1 dBmV 39.0 dB 37082570 5659 24367 2 Locked QAM256 1 453000000 Hz -1.9 dBmV 39.7 dB 42271410 7947 24997 3 Locked QAM256 2 459000000 Hz -2.0 dBmV 39.9 dB 101822516 50877 202908 4 Locked QAM256 3 465000000 Hz -2.6 dBmV 39.8 dB 82272516 18519 57068 5 Locked QAM256 4 471000000 Hz -1.7 dBmV 39.3 dB 101849997 42761 194793 6 Locked QAM256 5 477000000 Hz -2.0 dBmV 39.8 dB 101845622 45940 195895 7 Locked QAM256 6 483000000 Hz -1.5 dBmV 40.1 dB 101863460 41618 190345 8 Locked QAM256 7 489000000 Hz -1.1 dBmV 35.2 dB 99675291 37784 167239 9 Locked QAM256 8 495000000 Hz -1.1 dBmV 38.9 dB 101866298 42692 191618 10 Locked QAM256 9 507000000 Hz -0.7 dBmV 34.1 dB 101858121 43698 199959 11 Locked QAM256 10 513000000 Hz -0.6 dBmV 38.2 dB 101872782 41035 193734 12 Locked QAM256 11 519000000 Hz -0.6 dBmV 39.2 dB 101876449 41665 196925 13 Locked QAM256 12 525000000 Hz -0.4 dBmV 37.7 dB 101870494 43297 198165 14 Locked QAM256 13 531000000 Hz -0.2 dBmV 36.7 dB 101869623 43537 203076 15 Locked QAM256 14 537000000 Hz -0.5 dBmV 38.0 dB 99115088 33053 151235 16 Locked QAM256 15 543000000 Hz -0.4 dBmV 39.2 dB 101894823 41418 193857 17 Locked QAM256 16 549000000 Hz -1.1 dBmV 39.4 dB 101890704 42046 194955 18 Locked QAM256 17 555000000 Hz -1.0 dBmV 39.3 dB 101904546 41482 192158 19 Locked QAM256 18 561000000 Hz -0.8 dBmV 39.4 dB 101904281 41702 192446 20 Locked QAM256 19 567000000 Hz -1.2 dBmV 39.1 dB 101905571 42417 194624 21 Locked QAM256 20 573000000 Hz -0.7 dBmV 39.4 dB 101923040 40213 185988 22 Locked QAM256 22 585000000 Hz -1.0 dBmV 37.7 dB 101913480 41882 193638 23 Locked QAM256 23 591000000 Hz -0.8 dBmV 37.5 dB 101921728 42702 193950 24 Locked QAM256 24 597000000 Hz -1.5 dBmV 36.1 dB 101906422 44664 201235 25 Locked QAM256 25 603000000 Hz -1.0 dBmV 38.0 dB 101924643 42680 194141 26 Locked QAM256 26 609000000 Hz -1.2 dBmV 38.9 dB 101919365 43578 198164 27 Locked QAM256 27 615000000 Hz -1.6 dBmV 38.9 dB 101920867 43943 197280 28 Locked QAM256 38 429000000 Hz -1.4 dBmV 40.3 dB 76660147 17631 48427 29 Locked QAM256 39 435000000 Hz -2.3 dBmV 40.3 dB 51931937 10835 43915 30 Locked QAM256 40 441000000 Hz -1.6 dBmV 40.0 dB 29212351 6292 28371 31 Locked QAM256 41 447000000 Hz -1.8 dBmV 40.1 dB 72292536 13496 37257 32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0

Bonded Channels

Channel Lock Status Modulation Channel ID Frequency Power 1 Locked ATDMA 1 35600000 Hz 58.8 dBmV 2 Locked ATDMA 2 29200000 Hz 58.5 dBmV 3 Locked ATDMA 3 22800000 Hz 58.8 dBmV 4 Locked ATDMA 4 16400000 Hz 58.8 dBmV 5 Locked ATDMA 9 39600000 Hz 52.8 dBmV 6 Not Locked Unknown 0 0 Hz 0.0 dBmV 7 Not Locked Unknown 0 0 Hz 0.0 dBmV 8 Not Locked Unknown 0 0 Hz 0.0 dBmV

[CCAndrew]

All 5 upstream channels are way too high and out of spec. The SNR of a couple of your downstream channels are also out of spec or close to it. Take your levels again before any splitters or point of entry, you’ll be able to compare levels and be able to point to an inside or outside issue

[Ethan77]

I'll see if I can test it pre-splitter and let you know what I find.

Thanks

[Ethan77]

I removed the splitter outside and restarted the modem. I've had it running like this for a couple hours. Here is the info without the splitter:

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>

Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords 1 Locked QAM256 21 579000000 Hz 6.1 dBmV 39.2 dB 269636438 11 0 2 Locked QAM256 6 483000000 Hz 6.4 dBmV 40.2 dB 268657078 0 0 3 Locked QAM256 7 489000000 Hz 6.6 dBmV 40.1 dB 268660739 0 0 4 Locked QAM256 8 495000000 Hz 6.8 dBmV 40.1 dB 268664431 0 0 5 Locked QAM256 9 507000000 Hz 6.7 dBmV 40.0 dB 268668166 0 0 6 Locked QAM256 10 513000000 Hz 6.5 dBmV 39.8 dB 268671683 0 0 7 Locked QAM256 11 519000000 Hz 6.6 dBmV 39.9 dB 268675704 0 0 8 Locked QAM256 12 525000000 Hz 6.6 dBmV 39.8 dB 268679637 0 0 9 Locked QAM256 13 531000000 Hz 6.7 dBmV 39.8 dB 268682468 0 0 10 Locked QAM256 14 537000000 Hz 6.6 dBmV 39.7 dB 268686332 2 0 11 Locked QAM256 15 543000000 Hz 6.3 dBmV 39.7 dB 268690775 1 0 12 Locked QAM256 16 549000000 Hz 6.1 dBmV 39.3 dB 268693812 2 0 13 Locked QAM256 17 555000000 Hz 6.1 dBmV 39.3 dB 268698198 3 0 14 Locked QAM256 18 561000000 Hz 6.1 dBmV 39.2 dB 268701882 1 0 15 Locked QAM256 19 567000000 Hz 6.2 dBmV 39.3 dB 268705466 10 0 16 Locked QAM256 20 573000000 Hz 6.2 dBmV 39.2 dB 268709018 2 0 17 Locked QAM256 22 585000000 Hz 6.4 dBmV 39.2 dB 268715628 14 0 18 Locked QAM256 23 591000000 Hz 6.2 dBmV 39.0 dB 268718704 15 0 19 Locked QAM256 24 597000000 Hz 6.4 dBmV 39.0 dB 268722918 14 0 20 Locked QAM256 25 603000000 Hz 6.5 dBmV 39.0 dB 268726399 13 0 21 Locked QAM256 26 609000000 Hz 6.4 dBmV 38.9 dB 268730319 16 0 22 Locked QAM256 27 615000000 Hz 6.8 dBmV 39.2 dB 268733855 21 0 23 Locked QAM256 28 621000000 Hz 6.5 dBmV 39.0 dB 268738557 10 0 24 Locked QAM256 29 627000000 Hz 6.3 dBmV 38.9 dB 268741948 13 0 25 Locked QAM256 30 633000000 Hz 6.3 dBmV 38.8 dB 268745610 13 0 26 Locked QAM256 31 639000000 Hz 6.1 dBmV 38.6 dB 268749467 13 0 27 Locked QAM256 32 645000000 Hz 6.5 dBmV 38.8 dB 268753512 15 0 28 Locked QAM256 33 651000000 Hz 6.5 dBmV 38.8 dB 268770782 12 0 29 Locked QAM256 34 657000000 Hz 6.5 dBmV 38.5 dB 268755515 12 0 30 Locked QAM256 35 663000000 Hz 6.2 dBmV 38.7 dB 268758892 7 0 31 Locked QAM256 36 669000000 Hz 5.7 dBmV 38.5 dB 268760003 13 0 32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0

[Ethan77]

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>

Channel Lock Status Modulation Channel ID Frequency Power 1 Locked ATDMA 1 35600000 Hz 46.8 dBmV 2 Locked ATDMA 2 29200000 Hz 47.3 dBmV 3 Locked ATDMA 3 22800000 Hz 47.0 dBmV 4 Locked ATDMA 4 16400000 Hz 46.5 dBmV 5 Locked ATDMA 9 39600000 Hz 44.0 dBmV 6 Not Locked Unknown 0 0 Hz 0.0 dBmV 7 Not Locked Unknown 0 0 Hz 0.0 dBmV 8 Not Locked Unknown 0 0 Hz 0.0 dBmV

[CCAndrew]

Obviously a big swing in upstream and solid levels at your entry point. I’d take cables off the splitters, put it all back and see how it looks at the original position and compare again. At least so far, you know it’s interior wiring.

[Ethan77]

The only thing I changed was removed the splitter at the box outside. I then used a coax connector and connected the cables running to the box to the one running inside. Would you say that the splitter is bad?

We also have cable running to 2 rooms that were connected to the splitter. These also were not connected when I removed the splitter.

[CCAndrew]

It could be a bad splitter, could be the cables weren’t tight or not on the splitter properly. Put it all back one piece at a time, and check your levels along the way to allow you to see when your modem changes. Example add the splitter back in with a cable going to your modem, then one tv and then the next, in case there’s noise/interference along the way.