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No Connectivity. Tech's aren't helpful.

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Regular Visitor

No Connectivity. Tech's aren't helpful.

I've been a comcast customer for years. I've been using my own SB6183 for a year (was purchased new) with no issues.

I moved to a new house and now my modem upstream light will only blink green, it never bonds. Downstream light solid green (never goes blue)

Tech has confirmed service at the outlet in the house and an Xfinity gateway works.

Phone support can't seem to push setup data to my modem.

I'm attaching modem status and log.

https://ibb.co/JttqxGH
https://ibb.co/5FBX0WK

EDIT: Maybe it's helpful if I give the play by play... so 5 days ago I unplug from my old house (everything working). Drive to new place. Plug in modem (Xfinity tech already completed necessary outdoor work). Modem immediately connects and I can surf the web just fine, up and down, video conferencing. This lasts about 3 hours then it drops and I get solid green downstream and blinking green upstream. I call the activation line, I get an entry level tech who tries activating it and resetting it, same blinking status remains. He books a tech to come out. The next day (modem sat unplugged overnight) I plugged it back in just for fun. Again it bonds and runs great. I make the mistake of canceling the tech visit. Again it eventually drops to same blinking upstream. I talk to another phone tech, no progress, book another tech visit. Tech comes out and measures signal inside the house at my outlet and says downstream power is low. After troubleshooting the wiring we remove 2 splitters and downstream power is in spec. His technician modem connects. We connect mine and same blinking upstream. He's out of ideas so I gets an Xfinity gateway and connects that and activates it. This works fine. When I log onto that modem I see downstream right around 0 and upstream in the low/mid 40s.

I just to the modem back to my old place and it connects/bonds immediately, solid blue up/down and I can connect to the web. Brought it back to new place and it's blinking green upstream again, no connectivity.

Thanks in advance!
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Expert

Re: No Connectivity - low upstream power?

FWIW, the readings are inaccurate / unhelpful as the modem was still in ranging mode when that snapshot in time was taken



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Regular Visitor

Re: No Connectivity - low upstream power?

Ok, what would indicate it being past that stage?

As far as I can tell this is as far as it gets currently. It hasn't shown a more progressed status.
Highlighted
Expert

Re: No Connectivity - low upstream power?

You no longer see the "in progress" messages, and there are more downstream and upstream channels being locked in.

 

There is a connectivity problem. You might want to get the techs re-involved.



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Regular Visitor

Re: No Connectivity - low upstream power?

Thanks for the info, I updated my post with the whole play by play of my issues but the short version is it was functional for some time at the new place so I agree that it seems like a new modem is not necessary (have some of the phone techs have suggested)
Highlighted
Expert

Re: No Connectivity - low upstream power?

Good luck with it !  😊



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