Community Forum

Internet started disconnecting multiple times a day

Frequent Visitor

Internet started disconnecting multiple times a day

I've been with Comcast for quite a few years now, and like clockwork as soon as temperatures start hitting in the 90's consistantly, my internet starts to disconnect. I've called support, i've worked with reps via twitter, last summer techs came out to the house multiple times just to tell me that nothing in the house was wrong and that the issue had to be somewhere else but unless more people complain nothing will get done.

 

Is there anything that can be done to get someone to do some actual analysis and try to find the misbehaving hardware and fix or replace it?

 

This impacts my livelihood as I work from home quite a bit. Below is a screenshot of my modem status page just a few minutes after the latest reboot.

 

[Edit: remove uploaded image with imgur link as uploaded image doesn't show up]

 

https://imgur.com/a/p5Mlyth

 

Expert

Re: Internet started disconnecting multiple times a day

The upstream power is a bit on the high side. Ever notice if it drifts up even higher into the 51 to 54 dB area at the hottest part of the day ?



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!
Frequent Visitor

Re: Internet started disconnecting multiple times a day

I will keep an eye on it more closely, but i do recall it going over 50 at one point, but that was while it was still rebooting and reconnecting.

 

Would that upstream power level also account for the modem to being quite warm to the touch?

Expert

Re: Internet started disconnecting multiple times a day


@DanC123 wrote:

 

Would that upstream power level also account for the modem to being quite warm to the touch?


It could possibly affect the operating temperature a bit. When a modem has to work harder to be heard by the system, it can cause it to run hotter.

 

In the interim, you could try this stuff;

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.



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!
Frequent Visitor

Re: Internet started disconnecting multiple times a day

Thanks for the tip!

 

There was an "old" splitter that a tech put in a few years ago when we had a cable card. It was within the specs you mentioned, but i removed it anyway since we're internet-only. While i didn't check the levels before removing it, the power levels on all 3 of the upstream channels now reads 39.75 dBmV, which is definitely lower than what they were last night.

 

I'll continue to monitor.

Expert

Re: Internet started disconnecting multiple times a day

O/k now live with it a while and see if the problem returns. 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!
Frequent Visitor

Re: Internet started disconnecting multiple times a day

Hi again,

I've given it a few days and still no dice. Power on the upstream connections seems to be back above 40. I've also been tracking connection status for a while and attached a screen shot of the connection state over the last 30 days as well as the last 24 hours.

 

https://imgur.com/a/g8IbDIr

 

 

Expert

Re: Internet started disconnecting multiple times a day

That's not that high above 40 at that moment in time, it's still within spec. Have the original disconnections returned ? If so, perhaps you should book a tech visit to investigate / correct this as was stated earlier.

 

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 !



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!
Frequent Visitor

Re: Internet started disconnecting multiple times a day

When i had this issue before the tech essentially said the same thing, but he said that unless more people in my neighborhood start complaining the likelihood of anything being done was pretty slim. 

 

I'm at the end of a neighborhood and my direct neighbors are both retirees, who i doubt use the internet as much as we do.

 

I'll get a tech visit scheduled, maybe things will be different this time.

Expert

Re: Internet started disconnecting multiple times a day

It doesn't matter how much bandwidth your neighbors consume or do not consume. It has no bearing on your signal levels.


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!