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Internet disconnects and reconnect every few hours.

Regular Visitor

Internet disconnects and reconnect every few hours.

Here is my downstream and upstream data.

 

I'm ethernet cabled for my main PC and have a couple phones/tvs on the wifi but the disconnects happen no matter if the internet is being used by anything or not. Woke up disconnected till I restarted the modem/router, when using the PC hard wire connection by itself, or if I'm using phone/tv/PC.

 

I also disconnected the splitter coming from the coax connector, so it's directly into the gateway modem just in case.

Cable Modem

HW Version: 2.2
Vendor: Technicolor
BOOT Version: S1TC-3.49.18.14
Core Version: 1.0
Model: CGM4140COM
Product Type: XB6
Flash Part: 8192 MB
Download Version: Prod_18.1_d31 & Prod_18.1
Serial Number: 152930068483926079
Downstream
Channel Bonding Value
Index
25
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
26
27
28
29
30
31
33
 
Lock Status
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
Frequency
591 MHz
405 MHz
411 MHz
417 MHz
423 MHz
453 MHz
459 MHz
465 MHz
471 MHz
477 MHz
483 MHz
489 MHz
495 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
627 MHz
690 MHz
605600000
SNR
40.1 dB
42.6 dB
42.5 dB
42.5 dB
42.3 dB
42.3 dB
42.3 dB
42.0 dB
42.0 dB
42.0 dB
41.9 dB
41.7 dB
41.6 dB
41.0 dB
41.2 dB
41.1 dB
40.7 dB
40.1 dB
40.2 dB
40.5 dB
40.4 dB
40.2 dB
40.3 dB
40.5 dB
40.3 dB
39.9 dB
39.5 dB
39.4 dB
39.3 dB
39.0 dB
38.5 dB
13.3 dB
NA
Power Level
-6.5 dBmV
-3.5 dBmV
-3.6 dBmV
-3.7 dBmV
-3.7 dBmV
-3.5 dBmV
-3.6 dBmV
-3.8 dBmV
-4.0 dBmV
-4.0 dBmV
-4.2 dBmV
-4.4 dBmV
-4.5 dBmV
-5.1 dBmV
-5.3 dBmV
-5.4 dBmV
-5.7 dBmV
-6.1 dBmV
-6.1 dBmV
-6.2 dBmV
-6.2 dBmV
-6.4 dBmV
-6.5 dBmV
-6.2 dBmV
-6.3 dBmV
-7.0 dBmV
-7.5 dBmV
-7.6 dBmV
-7.6 dBmV
-8.0 dBmV
-8.8 dBmV
-9.4 dBmV
NA
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
OFDM
Upstream
Channel Bonding Value
Index
1
2
3
Lock Status
Locked
Locked
Locked
Frequency
23 MHz
30 MHz
36 MHz
Symbol Rate
5120
5120
5120
Power Level
48.0 dBmV
47.0 dBmV
45.8 dBmV
Modulation
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
CM Error Codewords
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
Unerrored Codewords
37826703
1326854105
1326884393
1326907802
1326953799
1326971588
1327011307
1327047284
1327102183
1327133028
1327170542
1327190944
1327264711
1327080807
1327361821
1327400677
1226261107
1226282587
1226585835
1226638859
1226670171
1226702185
1226729650
1226759222
1226785270
1226796727
1226817535
1226751942
1226773916
1226812032
1226812134
37826703
Correctable Codewords
9184695
1476
1334
1558
2023
2528
3091
2641
3785
5113
5198
4791
4457
5267
6824
6790
7158
5826
6207
6503
6812
6002
6437
6650
6647
6147
6473
6539
6055
5879
6537
9184695
Uncorrectable Codewords
124
4152
4033
4139
4430
 
Expert

Re: Internet disconnects and reconnect every few hours.

The downstream power levels are on the weak side on the lower channels to being out of spec on the higher channels. Looks like you have a typical "cable tilt" problem going on. The upstream power is a bit on the high side as well. That can cause random disconnects, spontaneous re-booting of the modem, and speed and latency problems.

 

Still more of the excess attenuation needs to be eliminated if possible.

 

See if anything else here applies;

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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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Regular Visitor

Re: Internet disconnects and reconnect every few hours.

From what I've gathered it seems to be an issue with the wiring coming from the main line into the apartment. Everything in my apartment is directly connected to the coax coming out of the wall. It's about the extent of what I can do unless I reach out to the landlord and get a tech here I think to track down what is causing the tilt.

Expert

Re: Internet disconnects and reconnect every few hours.

Yep. Let your landlord know. Please post back with how things go. Good luck with it !


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!
Regular Visitor

Re: Internet disconnects and reconnect every few hours.

After having a tech come out and fixed some stuff in the buildings hook up my numbers are looking like this.  Internet has already dropped once.

 

Downstream
Channel Bonding Value
Index
25
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
26
27
28
29
30
31
32
33
34
35
36
37
 
Lock Status
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
Frequency
591 MHz
459 MHz
465 MHz
471 MHz
477 MHz
483 MHz
489 MHz
495 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
627 MHz
633 MHz
690 MHz
639 MHz
645 MHz
651 MHz
657 MHz
605600000
SNR
40.0 dB
42.2 dB
42.0 dB
41.9 dB
41.8 dB
41.9 dB
41.6 dB
41.4 dB
41.1 dB
40.9 dB
40.7 dB
40.5 dB
40.1 dB
40.2 dB
40.3 dB
40.4 dB
40.3 dB
40.3 dB
40.4 dB
40.3 dB
40.2 dB
40.0 dB
39.7 dB
39.2 dB
39.2 dB
39.1 dB
38.7 dB
13.3 dB
38.3 dB
38.2 dB
38.4 dB
38.5 dB
NA
Power Level
-6.6 dBmV
-3.3 dBmV
-3.6 dBmV
-3.8 dBmV
-3.9 dBmV
-4.1 dBmV
-4.2 dBmV
-4.3 dBmV
-4.9 dBmV
-5.2 dBmV
-5.8 dBmV
-6.2 dBmV
-6.5 dBmV
-6.5 dBmV
-6.5 dBmV
-6.3 dBmV
-6.5 dBmV
-6.3 dBmV
-5.8 dBmV
-6.0 dBmV
-6.4 dBmV
-6.5 dBmV
-7.1 dBmV
-8.0 dBmV
-8.0 dBmV
-7.7 dBmV
-8.3 dBmV
-9.6 dBmV
-9.2 dBmV
-9.2 dBmV
-8.9 dBmV
-8.7 dBmV
NA
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
Upstream
Channel Bonding Value
Index
1
2
3
Lock Status
Locked
Locked
Locked
Frequency
23 MHz
30 MHz
36 MHz
Symbol Rate
5120
5120
5120
Power Level
49.5 dBmV
46.5 dBmV
54.3 dBmV
Modulation
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
CM Error Codewords
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
Unerrored Codewords
26450716
26329794
26334836
26339301
26344214
26349237
26354190
26359725
26364681
26369440
26374619
26379315
26384498
26389334
26393845
26398884
26404250
26408614
26413913
26419031
26424371
26428373
26433281
26438177
26443821
26442583
26444892
675012
26438214
26443188
26447163
26450716
Correctable Codewords
18
23
15
18
16
18
17
14
19
19
25
13
17
19
22
15
16
19
24
18
22
24
29
23
28
23
20
200600
26
23
32
18
Uncorrectable Codewords
86
83
68
73
78
Expert

Re: Internet disconnects and reconnect every few hours.

The downstream power is still on the weak side and the upstream power is now worse  (out of spec channel number 3). Still needs work..



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!
Regular Visitor

Re: Internet disconnects and reconnect every few hours.

The upstream keeps climbing higher too.  All 3 channels are now 59.0 dBmV

Expert

Re: Internet disconnects and reconnect every few hours.

Tell your landlord about this again... Good luck !



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!