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Near daily disconnects, 14+dBmV spikes in upstream power level.

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Regular Visitor

Near daily disconnects, 14+dBmV spikes in upstream power level.

For the past couple months I have been having frequent internet disconnects.

 

I started logging my modem signal levels and it appears my disconnects are linked to big spikes in my upstream power level.

 

My home wiring layout has the line from comcast connected to a 2-way splitter, one leg goes to the cable modem and the second leg goes to a 3-way splitter that connects three tv's.

 

Here are some graphs I created from the logs of my signal levels:

August 28th  August 11th  August 10th 

 

Here is a full day where I disconnected all splitters and connected directly to the cable coming into the house from comcast:

August 18th (connected directly to wire coming into house, no splitters) 

 

Here are some Logs/Codewords from a random day:

Logs/Codewords 

 

 

Does this mean I have signal issues causing my disconnects?  How can I get this fixed?

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Expert

Re: Near daily disconnects, 14+dBmV spikes in upstream power level.

The upstream power is on the high side (one channel is already out of spec) and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

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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Regular Visitor

Re: Near daily disconnects, 14+dBmV spikes in upstream power level.

There is no visible corrosion on the center wire on any of the inside connections. and the issues persist under all splitter configurations I've tried (no splitter, single 2-way, 2-way feeding modem and 3-way for tv's).  I'm pretty confident the issue exists outside my home.

 

How do I schedule a tech visit, is it possible to do online?  How do I avoid the run-around of rebooting the modem that they ask when calling support?

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Expert

Re: Near daily disconnects, 14+dBmV spikes in upstream power level.

1800comcast

 

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 !



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!