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No stability in teleconference calls (connection stats attached)

mikevandre
New Poster

No stability in teleconference calls (connection stats attached)

With zoom or otherwise my connection is often not stable enough to complete a call without being dropped for at least a few seconds. I've done speed tests and I have good speeds both down and up.  I have a netgear cm700. This is a new modem that I replaced the old one with to try to resolve this very problem.  I've also replaced my house wifi  with a tplink C4000.  I've attached a screenshot of my modem cable connection stats. I've noticed downstream 1 seems to be irregular but I dont really know what that means or what to do about it or if it could cause what I am seeing. I should also note that I don't have tv service so I've removed all the splitters inside of the house.  Any help would be appreciated.  

modemcapture.PNG

BruceW
Gold Problem Solver

Re: No stability in teleconference calls (connection stats attached)

Please see Internet Troubleshooting Tips.

 

The image you posted isn't visible. It looks like this:

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It's probably because the image requires moderator approval. That might take some time, from a few hours to a day or so. Alternatively, you could upload the image to a file sharing site and post a link to it here, or post text instead of an image.

mikevandre
New Poster

Re: No stability in teleconference calls (connection stats attached)

The screenshot can also be viewed at https://drive.google.com/file/d/1P_OBDOAbnAzkPsY_BxjZQGJ5OuhObQUZ/view?usp=sharing

 

My downstream channel #1 is indeed outside of range. Would that cause what I am experiencing and What do I need to do to fix that exactly ? If I need to put on new connectors for example, do I basically just need to contact comcast technician to come out?

BruceW
Gold Problem Solver

Re: No stability in teleconference calls (connection stats attached)


@mikevandre wrote: ... do I basically just need to contact comcast technician to come out?

That's what I would recommend, if you can talk them into it. The low reading  on downstream channel 1 is rather odd. Maybe an old trap needs to be removed? And the upstream power levels are borderline too high.

 

To have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. Insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device, or anything outside your home, you shouldn't be charged.