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Internet Drops Constantly w/ No Help From Comcast

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Regular Visitor

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
ChannelLock StatusModulationChannel IDFrequencyPowerSNR / MERUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
1LockedQAM25621579000000 Hz-1.1 dBmV39.0 dB37082570565924367
2LockedQAM2561453000000 Hz-1.9 dBmV39.7 dB42271410794724997
3LockedQAM2562459000000 Hz-2.0 dBmV39.9 dB10182251650877202908
4LockedQAM2563465000000 Hz-2.6 dBmV39.8 dB822725161851957068
5LockedQAM2564471000000 Hz-1.7 dBmV39.3 dB10184999742761194793
6LockedQAM2565477000000 Hz-2.0 dBmV39.8 dB10184562245940195895
7LockedQAM2566483000000 Hz-1.5 dBmV40.1 dB10186346041618190345
8LockedQAM2567489000000 Hz-1.1 dBmV35.2 dB9967529137784167239
9LockedQAM2568495000000 Hz-1.1 dBmV38.9 dB10186629842692191618
10LockedQAM2569507000000 Hz-0.7 dBmV34.1 dB10185812143698199959
11LockedQAM25610513000000 Hz-0.6 dBmV38.2 dB10187278241035193734
12LockedQAM25611519000000 Hz-0.6 dBmV39.2 dB10187644941665196925
13LockedQAM25612525000000 Hz-0.4 dBmV37.7 dB10187049443297198165
14LockedQAM25613531000000 Hz-0.2 dBmV36.7 dB10186962343537203076
15LockedQAM25614537000000 Hz-0.5 dBmV38.0 dB9911508833053151235
16LockedQAM25615543000000 Hz-0.4 dBmV39.2 dB10189482341418193857
17LockedQAM25616549000000 Hz-1.1 dBmV39.4 dB10189070442046194955
18LockedQAM25617555000000 Hz-1.0 dBmV39.3 dB10190454641482192158
19LockedQAM25618561000000 Hz-0.8 dBmV39.4 dB10190428141702192446
20LockedQAM25619567000000 Hz-1.2 dBmV39.1 dB10190557142417194624
21LockedQAM25620573000000 Hz-0.7 dBmV39.4 dB10192304040213185988
22LockedQAM25622585000000 Hz-1.0 dBmV37.7 dB10191348041882193638
23LockedQAM25623591000000 Hz-0.8 dBmV37.5 dB10192172842702193950
24LockedQAM25624597000000 Hz-1.5 dBmV36.1 dB10190642244664201235
25LockedQAM25625603000000 Hz-1.0 dBmV38.0 dB10192464342680194141
26LockedQAM25626609000000 Hz-1.2 dBmV38.9 dB10191936543578198164
27LockedQAM25627615000000 Hz-1.6 dBmV38.9 dB10192086743943197280
28LockedQAM25638429000000 Hz-1.4 dBmV40.3 dB766601471763148427
29LockedQAM25639435000000 Hz-2.3 dBmV40.3 dB519319371083543915
30LockedQAM25640441000000 Hz-1.6 dBmV40.0 dB29212351629228371
31LockedQAM25641447000000 Hz-1.8 dBmV40.1 dB722925361349637257
32Not LockedUnknown00 Hz0.0 dBmV0.0 dB000
Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPower
1LockedATDMA135600000 Hz58.8 dBmV
2LockedATDMA229200000 Hz58.5 dBmV
3LockedATDMA322800000 Hz58.8 dBmV
4LockedATDMA416400000 Hz58.8 dBmV
5LockedATDMA939600000 Hz52.8 dBmV
6Not LockedUnknown00 Hz0.0 dBmV
7Not LockedUnknown00 Hz0.0 dBmV
8Not LockedUnknown00 Hz0.0 dBmV

 

Highlighted
Diamond Problem Solver

Re: Internet Drops Constantly w/ No Help From Comcast

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

I am a Retired Official Comcast Employee
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Regular Visitor

Re: Internet Drops Constantly w/ No Help From Comcast

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

 

Thanks

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Regular Visitor

Re: Internet Drops Constantly w/ No Help From Comcast

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>
ChannelLock StatusModulationChannel IDFrequencyPowerSNR / MERUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
1LockedQAM25621579000000 Hz6.1 dBmV39.2 dB269636438110
2LockedQAM2566483000000 Hz6.4 dBmV40.2 dB26865707800
3LockedQAM2567489000000 Hz6.6 dBmV40.1 dB26866073900
4LockedQAM2568495000000 Hz6.8 dBmV40.1 dB26866443100
5LockedQAM2569507000000 Hz6.7 dBmV40.0 dB26866816600
6LockedQAM25610513000000 Hz6.5 dBmV39.8 dB26867168300
7LockedQAM25611519000000 Hz6.6 dBmV39.9 dB26867570400
8LockedQAM25612525000000 Hz6.6 dBmV39.8 dB26867963700
9LockedQAM25613531000000 Hz6.7 dBmV39.8 dB26868246800
10LockedQAM25614537000000 Hz6.6 dBmV39.7 dB26868633220
11LockedQAM25615543000000 Hz6.3 dBmV39.7 dB26869077510
12LockedQAM25616549000000 Hz6.1 dBmV39.3 dB26869381220
13LockedQAM25617555000000 Hz6.1 dBmV39.3 dB26869819830
14LockedQAM25618561000000 Hz6.1 dBmV39.2 dB26870188210
15LockedQAM25619567000000 Hz6.2 dBmV39.3 dB268705466100
16LockedQAM25620573000000 Hz6.2 dBmV39.2 dB26870901820
17LockedQAM25622585000000 Hz6.4 dBmV39.2 dB268715628140
18LockedQAM25623591000000 Hz6.2 dBmV39.0 dB268718704150
19LockedQAM25624597000000 Hz6.4 dBmV39.0 dB268722918140
20LockedQAM25625603000000 Hz6.5 dBmV39.0 dB268726399130
21LockedQAM25626609000000 Hz6.4 dBmV38.9 dB268730319160
22LockedQAM25627615000000 Hz6.8 dBmV39.2 dB268733855210
23LockedQAM25628621000000 Hz6.5 dBmV39.0 dB268738557100
24LockedQAM25629627000000 Hz6.3 dBmV38.9 dB268741948130
25LockedQAM25630633000000 Hz6.3 dBmV38.8 dB268745610130
26LockedQAM25631639000000 Hz6.1 dBmV38.6 dB268749467130
27LockedQAM25632645000000 Hz6.5 dBmV38.8 dB268753512150
28LockedQAM25633651000000 Hz6.5 dBmV38.8 dB268770782120
29LockedQAM25634657000000 Hz6.5 dBmV38.5 dB268755515120
30LockedQAM25635663000000 Hz6.2 dBmV38.7 dB26875889270
31LockedQAM25636669000000 Hz5.7 dBmV38.5 dB268760003130
32Not LockedUnknown00 Hz0.0 dBmV0.0 dB000
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Regular Visitor

Re: Internet Drops Constantly w/ No Help From Comcast

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
ChannelLock StatusModulationChannel IDFrequencyPower
1LockedATDMA135600000 Hz46.8 dBmV
2LockedATDMA229200000 Hz47.3 dBmV
3LockedATDMA322800000 Hz47.0 dBmV
4LockedATDMA416400000 Hz46.5 dBmV
5LockedATDMA939600000 Hz44.0 dBmV
6Not LockedUnknown00 Hz0.0 dBmV
7Not LockedUnknown00 Hz0.0 dBmV
8Not LockedUnknown00 Hz0.0 dBmV
Highlighted
Diamond Problem Solver

Re: Internet Drops Constantly w/ No Help From Comcast

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.

I am a Retired Official Comcast Employee
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Regular Visitor

Re: Internet Drops Constantly w/ No Help From Comcast

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.

Highlighted
Diamond Problem Solver

Re: Internet Drops Constantly w/ No Help From Comcast

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.

I am a Retired Official Comcast Employee
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