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Internet, phone and TV go completely out for hours, then start again - over many days

New Poster

Internet, phone and TV go completely out for hours, then start again - over many days

For the last 6 months or so, sometimes we will lose ALL Comcast service.  So Internet, phone and TV all stop working completely.  It will last typically 1-8 hours, then resume.  

 

Through a few days ago, this might happen once every few weeks.  But for the last few days, it happens on and off again repeatedly.  1 hour down, 2 hours up, 8 hours down, 6 hours up, 3 hours down, etc.

 

I have confirmed with Comcast there is no outage in my area.  I also confirmed with 3 direct neighbors who all have Comcast TV, phone and Internet that their systems are 100% working.  There is no physical damage apparent and we have had no events (no wind events, no cars crashing into phone poles, nothing worth noting).

 

Even more frustrating, when I finally get a Comcast appointment of course its working usually.  And they test and say "great you are good to go".  But then it starts happening again.

 

Thoughts?  Thank you.

Expert

Re: Internet, phone and TV go completely out for hours, then start again - over many days

What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?




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New Poster

Re: Internet, phone and TV go completely out for hours, then start again - over many days

Thanks, and I am putting data below.  But my initial question (and maybe a rookie one) - if only Internet/phone was down, got it.  But with cable TV down too, how could this be a router/cabe modem issue?  In any event, here goes:

 

Model: Arris SVG2482AC

 

Upstream Power Level: 57.00 dBmV

Downstream Power Level: (for channels 1-5: -3.7, .3.5, -3.3, -3.2, -2.9 dBmV)

SNR: (for channels 1-5: 40.37, 40.37, 40.37, 40.37, 40.85 d)

 

Thanks for your help and advice!!

 

 

Expert

Re: Internet, phone and TV go completely out for hours, then start again - over many days

There is a signal / line connection quality issue. This general line problem can affect everything. The upstream power is too high / out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems.

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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New Poster

Re: Internet, phone and TV go completely out for hours, then start again - over many days

Thank you!  I will report back.

Expert

Re: Internet, phone and TV go completely out for hours, then start again - over many days

Quite welcome ! Good luck !



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New Poster

Re: Internet, phone and TV go completely out for hours, then start again - over many days

So...I had a service call.  On the phone pole,  connector has rusted out and when it blew in the wind or got jostled even a little, it would cut the connection off.  The repair gentleman showed me the rusted piece he took off and repaired.  So far, no more intermittent outages!  I told him to please see if the signal was too high and otherwise check things, and he did and said for our facts (it is a several acre property with a few buildings) that the high signal was warranted and OK.

 

Thank you again for responding to my initial inquiry! 

Expert

Re: Internet, phone and TV go completely out for hours, then start again - over many days

Nope. 57 dB upstream power is too high / out of spec. There was a return path impairment. He may have been talking about the downstream / forward path power. That said, what do the stats look like now ?



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