Community Forum

Internet connection drops/single low downstream power level

Highlighted
Regular Visitor

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.

FBusinsky_1-1603831541353.pngFBusinsky_2-1603831695201.pngFBusinsky_3-1603831767419.pngFBusinsky_4-1603831791300.pngFBusinsky_5-1603831847818.png

 

FBusinsky_0-1603831199612.png

 

Highlighted
Expert

Re: Internet connection drops/single low downstream power level

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.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
Highlighted
Regular Visitor

Re: Internet connection drops/single low downstream power level

Sorry about that, didn't realize the pictures didn't show up after I posted it. Here are the values.

Downstream
Channel Bonding Value
17
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
18
19
20
21
22
23
24
26
27
28
29
30
31
32
25
 
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
603000000
507000000
513000000
519000000
525000000
531000000
537000000
543000000
549000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
609000000
615000000
621000000
627000000
633000000
639000000
645000000
651000000
657000000
663000000
669000000
675000000
681000000
687000000
780000000
713600000
38.983261
40.366287
40.366287
40.366287
38.983261
40.946209
40.366287
40.366287
38.983261
40.946209
40.366287
40.366287
40.946209
40.366287
38.983261
40.366287
38.605377
40.366287
38.983261
38.983261
38.983261
38.983261
38.983261
38.983261
38.983261
38.983261
38.983261
38.605377
38.983261
38.983261
38.983261
14.140264
NA
-0.900002
0.099998
0.000000
0.200001
0.200001
0.500000
0.400002
0.299999
0.200001
0.099998
0.200001
0.099998
0.000000
0.200001
-0.200001
-0.799999
-0.900002
-1.000000
-0.799999
-0.799999
-0.799999
-0.799999
-1.200001
-1.299999
-1.500000
-1.799999
-1.900002
-2.000000
-2.000000
-1.799999
-2.200001
-60.000000
NA
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
UNSUPPORTED
OFDM

 

Upstream
Channel Bonding Value
1
2
3
4
Locked
Locked
Locked
Locked
30100000
36500000
23700000
17300000
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
47.520599
46.770599
47.020599
47.020599
64QAM
64QAM
64QAM
64QAM
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
Highlighted
Official Employee

Re: Internet connection drops/single low downstream power level

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?


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!
Highlighted
Expert

Re: Internet connection drops/single low downstream power level

@FBusinsky 

 

My apologies for losing track of your thread..



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
Highlighted
Regular Visitor

Re: Internet connection drops/single low downstream power level

@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.

Highlighted
Official Employee

Re: Internet connection drops/single low downstream power level

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. 

 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!
Highlighted
Regular Visitor

Re: Internet connection drops/single low downstream power level

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

17
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
18
19
20
21
22
23
24
26
27
28
29
30
31
32
25
 
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
603000000
507000000
513000000
519000000
525000000
531000000
537000000
543000000
549000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
609000000
615000000
621000000
627000000
633000000
639000000
645000000
651000000
657000000
663000000
669000000
675000000
681000000
687000000
780000000
713600000
34.345688
34.925610
34.925610
35.595078
35.083549
35.595078
35.083549
34.925610
35.083549
34.925610
35.083549
35.083549
34.925610
35.083549
34.345688
34.345688
34.483570
34.345688
34.925610
34.483570
34.345688
33.834164
34.345688
34.625977
34.345688
33.956509
34.345688
34.345688
34.345688
34.345688
33.834164
11.146825
NA
0.000000
0.500000
0.700001
0.799999
0.799999
1.200001
0.900002
0.799999
0.799999
0.799999
1.000000
0.700001
0.599998
0.700001
0.299999
-0.099998
0.099998
0.000000
0.099998
-0.099998
0.000000
0.000000
-0.200001
0.000000
-0.500000
-0.900002
-0.799999
-1.000000
-0.900002
-0.900002
-1.299999
-60.000000
NA
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
UNSUPPORTED
OFDM

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream
Channel Bonding Value
1
2
3
4
Locked
Locked
Locked
Locked
30100000
36500000
23700000
17300000
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
47.270599
46.770599
47.270599
47.270599
64QAM
64QAM
64QAM
64QAM
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA

Unerrored CodewordsCorrectable CodewordsUncorrectable Codewords

7550
7399
7276
7171
7038
6919
6798
6694
6563
6433
6314
6213
6085
5924
5818
5687
5545
5421
5317
5186
5048
4942
4810
4687
4566
4462
4313
4193
4070
3965
3835
559030611
1
0
0
0
0
0
0
0
0
1
1
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
3735936685
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
3735936685
DHCPv4[11891]: 72001001-DHCPv4 Provision - Completed2020/11/21 20:06:44Informational
ti_dhcp6c[11824]: 72001002-DHCPv6 Provision - Completed2020/11/21 20:06:41Informational
ti_dhcp6c[11824]: 72001011-DHCPv6 - Missing Required Option 822020/11/21 20:06:39Critical
ti_dhcp6c[11824]: 72001011-DHCPv6 - Missing Required Option 242020/11/21 20:06:39Critical
ti_dhcp6c[11824]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Sun Nov 22 01:06:38 20202020/11/21 20:06:39Critical
ti_dhcp6c[11824]: 72001011-DHCPv6 - Missing Required Option 822020/11/21 20:06:38Critical
ti_dhcp6c[11824]: 72001011-DHCPv6 - Missing Required Option 242020/11/21 20:06:38Critical
ti_dhcp6c[11824]: 72001004-DHCPv6 Provision - 1 Retries Attempted with Last attempt at Sun Nov 22 01:06:37 20202020/11/21 20:06:38Critical
eRouterEvents[11691]: 72003004-eRouter enabled as Dual Stack2020/11/21 20:06:35Informational
[Harvester][4321]: Harvester StartRadioTrafficHarvesting Starting Thread to start RadioTraffic Data Harvesting2020/11/21 20:06:24Notice
[Harvester][4321]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting2020/11/21 20:06:24Notice
ti_dhcp6c[12129]: 72001011-DHCPv6 - Missing Required Option 242020/11/21 20:04:20Critical
ti_dhcp6c[12129]: 72001011-DHCPv6 - Missing Required Option 242020/11/21 20:04:20Critical
DHCPv4[12165]: 72001001-DHCPv4 Provision - Completed2020/11/21 20:01:28Informational
DHCPv4[12165]: 72001008-DHCPv4 - No Offer or Ack Received 1 times2020/11/21 20:01:25Critical
ti_dhcp6c[12129]: 72001002-DHCPv6 Provision - Completed2020/11/21 20:01:20Informational
ti_dhcp6c[12129]: 72001011-DHCPv6 - Missing Required Option 822020/11/21 20:01:17Critical
ti_dhcp6c[12129]: 72001011-DHCPv6 - Missing Required Option 242020/11/21 20:01:17Critical
ti_dhcp6c[12129]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Sun Nov 22 01:01:16 20202020/11/21 20:01:17Critical
ti_dhcp6c[12129]: 72001011-DHCPv6 - Missing Required Option 822020/11/21 20:01:16Critical

Firewall Logs

All logs for Today    

FW.IPv6 INPUT drop , 30531 Attempts, 2020/11/22 00:39:45Firewall Blocked 
FW.IPv6 FORWARD drop , 6644 Attempts, 2020/11/22 00:39:41Firewall Blocked