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[Internet] Partial Upstream Service - CM500 + Google WiFi

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[Internet] Partial Upstream Service - CM500 + Google WiFi

@ComcastJoeTru - As the subject references, my modem indicates that it is only locking onto one upstream channel (Modem Log). Current setup:

  • Netgear CM500 modem
  • Google WiFi (1 primary, 2 non-primary points)
  • Performance Pro Internet plan (200 down / 5 up)
  • 20+ devices
  • DL/UL speeds are for the most part fine (both on wireless and plugged directly into modem)
  • No splitters between wall cable drop and modem

I am not suffering connectivity issues other than one specific issue. Any time I am on a video call/audio call over the Internet, the other party consistently complains about my video or audio quality. This happens across various devices (tablet, PC, phone, etc.), with various A/V setups (built in webcam, peripheral webcam, wired/wireless headphones, etc.).

 

My modem's upstream light is a blinking green (indicating partial upstream service), and here are the most recent logs:

Modem Log 
Event Log 

I've power cycled the modem and router, remote reset the modem (via xFinity dashboard and phone call), factory reset the Google WiFi, and that's about the extent of my technical knowledge. 

 

What do I need to do to verify whether this is a problem on my end, or an external issue?

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Expert

Re: [Internet] Partial Upstream Service - CM500 + Google WiFi

The upstream power is too high / out of spec. 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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Regular Visitor

Re: [Internet] Partial Upstream Service - CM500 + Google WiFi

Update

@EG 

A technician came out on July 22 to check outside lines, signal, and possibly install a point-of-entry filter. I am not sure what actual services/repairs were performed as I never received any sort of contact from the tech at all. However, I see three key differences in my logs:

  1. All upstream channels are now bonded, power levels remain problematic. 
  2. TONS of correctables/uncorrectables in downstream that didn't exist before. 
  3. No events in the event log since the tech came out.

Is there anything in the new Modem log that looks especially problematic? Thank you!  

 

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Expert

Re: [Internet] Partial Upstream Service - CM500 + Google WiFi

Yes. Everything ! You should get the techs re-involved until it gets fixed properly. 

 

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Good luck with it !



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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!