Community Forum

Maintenance or issues?

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Frequent Visitor

Maintenance or issues?

Hello,

 

I've been experiencing disconnects/modem reboots for quite some time. I've been through various modems and routers and that includes renting from Comcast. The wiring inside my home is newer rg6 3ghz and is not the issue. I had a tech out last week who looked at my modem, wiring, and outside wiring at the ground block. He confirmed that modem and inside coax seems good. The tech realized I didn't have a box at the ground block and he seemed shocked about it. I explained that was just how it was when I moved in.

 

Fast forward a little bit, he installs a waterproof box for me and replaces the coax coming from the ground block into my home as he said water got into it and the line was frozen. Well, my internet didn't cut out for two whole days, but now after 1 am every single day I lose connection, but it is no longer enough for a reboot I guess as I won't usually have anything in the logs. I'm wondering if there is maintenance in the area or if I'm still experiencing issues. I thought maybe since there was water in the line coming inside that maybe the coax from the pole could have the same issue or something is up with my levels. 

 

I was trying to send a PM to a Comcast employee, but I realized I could not do that until I made a post. Thank you for your time. 

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Frequent Visitor

Re: Maintenance or issues?

I should also mention that there were a couple of nights where docsdevresetnow showed up which I thought only occurred when a reboot was pushed remotely as this never occurred with my previous t3 timeout reboots. 

Highlighted
Frequent Visitor

Re: Maintenance or issues?

 
 
 
Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency

<tabindex=-1>Startup Procedure</tabindex=-1>
Procedure Status Comment
Acquire Downstream Channel 453000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv6 only

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 1 453000000 Hz 4.9 dBmV 41.9 dB 865820785 6 0
2 Locked QAM256 2 459000000 Hz 5.0 dBmV 41.8 dB 864639897 32 0
3 Locked QAM256 3 465000000 Hz 5.1 dBmV 42.0 dB 864643540 5 0
4 Locked QAM256 4 471000000 Hz 5.2 dBmV 42.0 dB 864647820 5 0
5 Locked QAM256 5 477000000 Hz 5.3 dBmV 42.0 dB 864651591 9 0
6 Locked QAM256 6 483000000 Hz 5.3 dBmV 41.9 dB 864655119 8 0
7 Locked QAM256 7 489000000 Hz 5.4 dBmV 41.9 dB 864658537 11 0
8 Locked QAM256 8 495000000 Hz 5.3 dBmV 41.2 dB 864662913 8 0
9 Locked QAM256 9 507000000 Hz 5.3 dBmV 41.7 dB 864667798 9 0
10 Locked QAM256 10 513000000 Hz 5.3 dBmV 41.9 dB 864671618 9 0
11 Locked QAM256 11 519000000 Hz 5.3 dBmV 42.1 dB 864675465 11 0
12 Locked QAM256 12 525000000 Hz 5.3 dBmV 41.9 dB 864679178 13 0
13 Locked QAM256 13 531000000 Hz 5.4 dBmV 42.0 dB 864682362 12 0
14 Locked QAM256 14 537000000 Hz 5.3 dBmV 42.1 dB 864687224 13 0
15 Locked QAM256 15 543000000 Hz 5.3 dBmV 42.1 dB 864689966 10 0
16 Locked QAM256 16 549000000 Hz 5.2 dBmV 40.6 dB 864694492 13 0
17 Locked QAM256 17 555000000 Hz 5.1 dBmV 42.1 dB 864700253 7 0
18 Locked QAM256 18 561000000 Hz 5.0 dBmV 42.1 dB 864705225 18 0
19 Locked QAM256 19 567000000 Hz 5.1 dBmV 42.0 dB 864708852 11 0
20 Locked QAM256 20 573000000 Hz 5.2 dBmV 42.0 dB 864726494 19 0
21 Locked QAM256 21 579000000 Hz 5.4 dBmV 42.1 dB 864730771 21 0
22 Locked QAM256 22 585000000 Hz 5.4 dBmV 42.2 dB 864719354 15 0
23 Locked QAM256 23 591000000 Hz 5.3 dBmV 42.0 dB 864723916 20 0
24 Locked QAM256 24 597000000 Hz 5.3 dBmV 42.1 dB 864728242 9 0
25 Locked QAM256 26 603000000 Hz 5.2 dBmV 41.9 dB 864693679 14 0
26 Locked QAM256 27 609000000 Hz 5.2 dBmV 42.0 dB 864696871 13 0
27 Locked QAM256 28 615000000 Hz 5.1 dBmV 41.9 dB 864701058 13 0
28 Locked QAM256 29 621000000 Hz 5.1 dBmV 42.0 dB 864704545 8 0
29 Locked QAM256 30 627000000 Hz 5.0 dBmV 41.9 dB 864709414 12 0
30 Locked QAM256 31 633000000 Hz 4.8 dBmV 41.8 dB 864710675 13 0
31 Locked QAM256 32 639000000 Hz 4.9 dBmV 42.0 dB 864713050 14 0
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 1 17300000 Hz 37.5 dBmV
2 Locked ATDMA 2 23700000 Hz 37.8 dBmV
3 Locked ATDMA 3 30100000 Hz 38.3 dBmV
4 Locked ATDMA 4 36500000 Hz 38.3 dBmV
5 Not Locked Unknown 0 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Hz 0.0 dBmV

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked 0 25 690000000 Hz 5.3 dBmV 39.8 dB 1108 ~ 2987 25258590 702216 0
2 Not Locked 0 0 0 Hz 4.9 dBmV 0.0 dB 0 ~ 4095 0 0 0

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV

Current System Time: Thu Jan 16 08:16:34 2020
System Up Time: 5:17:48
Highlighted
Frequent Visitor

Re: Maintenance or issues?

I forgot to mention my modem and router. I'm running a cm1000 and a synology rt2600ac. I don't really have anything in the error logs currently ad I recently did a factory reset hoping it would fix whatever is going on. I've been power cycling or rebooting my devices several times a day for a long time.
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Expert

Re: Maintenance or issues?

The stats were all good at that snapshot in time. Would you please also post the RF error / event log entries from the CM1000 after waiting for a 48 hour or so time period.



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
Frequent Visitor

Re: Maintenance or issues?

It has only been a couple of days, so I'm not exactly going to hold my breath, but I haven't had a single issue since posting on this forum lol. Maybe the tech fixed most of my issues by replacing the frozen line and something weird was going on at night after that visit. That is why I thought maybe maintenance, but just wanted to confirm. I haven't had a single entry in the log either. It even snowed and some rain froze over without any disconnects. Fingers crossed!

Highlighted
Expert

Re: Maintenance or issues?

Hope things hold up for you. 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!