Regular Visitor
•
10 Messages
Internet connection drops/single low downstream power level
On October 10th we upgraded our internet to gigabit speeds and since then we have been having internet drops. The internet will sometimes drop multiple times per day every few hours or we go 2 whole days without any issues, then right back to dropping. When looking at the admin tools, I noticed there was a single downstream channel (25) that had an incredibly low power level at -60 and an SNR of 14, which sometimes goes to 7, and the modulation says UNSUPPORTED. When we upgraded, the tech that installed the new tv boxes and modem (TG4482A) replaced some cables and splitters as well, so I'd be surprised if that was it. We had a tech come a few days ago to swap the modem and check the cables and said everything looked fine on his end when he left, but the issues persisted. It is getting hard to put up with the issues as we have someone working from home and someone with online college courses as well. Any help with this would be nice. I've attached images of the downstream and upstream power levels below.
EG
Expert
•
103.5K Messages
4 years ago
Can't see your pics. Since you are a new poster, they need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.
Or copy all of the text of the status page and paste it into the body of your next post here.
0
0
FBusinsky
Regular Visitor
•
10 Messages
4 years ago
Sorry about that, didn't realize the pictures didn't show up after I posted it. Here are the values.
0
0
CCMorgan
Gold Problem Solver
•
3.3K Messages
4 years ago
Hi, FBusinsky. It's frustrating to hear about the connectivity issues you're experiencing. We want to help! I pulled up your modem on this end and I'm seeing that the levels are in spec. Do you use our My Account app at all to ensure there isn't an interruption reported in the area, whenever you're experiencing the connection issue? Does it happen on all devices and are any of your devices hardwired?
0
0
EG
Expert
•
103.5K Messages
4 years ago
@FBusinsky
My apologies for losing track of your thread..
0
0
FBusinsky
Regular Visitor
•
10 Messages
4 years ago
@EG That's okay.
@ComcastMorgan I believe I checked once before when it happened at it did say something about an interruption, but I will have to check next time it occurs, but it is completely random when it does. Also looking at the downstream chart I provided, channel 25 says it has an "unsupported" modulation with terrible SNR and power level. Is that normal? That is what I thought the issue was and that specific channel has been like that since we upgraded. Thanks for the help.
0
0
CCChe
Official Employee
•
6.9K Messages
4 years ago
Thanks for the details, @FBusinsky. I noticed that as well, but I'm not for sure unless I dig a little deeper. I know you stated the tech had already checked the lines, cables, and splitters when they came out. Did they check to see if there were any issues outside the home with the lines or tap? I'm asking because I'm trying to determine if there is some noise or exterior equipment problems in your area that would be causing your problem. Do you mind if I review your account and check for any other known issues in the area or at your local plant?
Can you send a private message? To send a private message, click on my name, "ComcastChe," and then click send a message. Please include your first and last name and address.
0
0
FBusinsky
Regular Visitor
•
10 Messages
3 years ago
11/22 Update:
Stil having issues. Have had a 2 techs come out. One said modem was bad. which it wasn't. Other tech swapped one coaxial cable and said it was bad, which it also wasn't. I have tried tightening all cables, replacing splitters etc. Something I have noticed is it seems to be directly tied to my MoCa to ethernet adpater and the PC it is connected to. It happens randomly most of the time, however I can force the gateway to lose internet access whenever I reach peak download speed on said PC, the speed starts slowly dwindling down until the internet cuts out of the gateway for everyone. Sometimes the gateway completely restarts and it takes a few minutes to get internet back and somestimes it doesn't and only takes a few seconds. I tried moving my whole setup to the gateway and plugging in directly with ethernet and it worked perfectly. I don't understand why that is as I have used this adapter for years prior to upgrading without any slight issue. Here are some stats/error logs:
IndexLock StatusFrequencySNRPower LevelModulation
IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type
Unerrored CodewordsCorrectable CodewordsUncorrectable Codewords
Firewall Logs
All logs for Today
0
0