Internet Drops Constantly w/ No Help From Comcast

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

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Responses

CCAndrew

Gold Problem Solver

•

25.9K Messages

5 years ago

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

Regular Visitor

•

6 Messages

5 years ago

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

Thanks

CCAndrew

Gold Problem Solver

•

25.9K Messages

5 years ago

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

Regular Visitor

•

6 Messages

5 years ago

Upstream Bonded Channels

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

Ethan77

Regular Visitor

•

6 Messages

5 years ago

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:

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	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

Regular Visitor

•

6 Messages

5 years ago

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

Gold Problem Solver

•

25.9K Messages

5 years ago

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.

Your Home Network

Ethan77

Internet Drops Constantly w/ No Help From Comcast

CCAndrew

Ethan77

CCAndrew

Ethan77

Ethan77

Ethan77

CCAndrew

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