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Node issues

New Poster

Node issues

For the past three months Comcast has been a thorn in my side. Every night I come home and want to relax I lose connections for 3-4 hours. I was first told it was a package problem so I upgraded my package. Then I was told it was out of date devices which I upgraded. Then I got told it’s the node (this was by technicians working outside). At this point it is apparent that the problem is server side and not in my house. How do we get this fixed?!? I pay over 200 a month for stuff that only works when I’m not home?!? What am I paying for?!?
Expert

Re: Node issues

What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?




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New Poster

Re: Node issues

Downstream
Index-37
Lock status- locked
Frequency - 715mhz
Snr- 39.6dB
Power level - .1 dBMV
Modulation - 256 QAM


Upstream
Index - 1
Lock status - not locked
Frequency - 23MHz
Symbol rate - 5120
Power level - 25.8 dBmV
Modulation - QAM
Channel type - ATDMA



Modem
Vendor - technicolor
Boot version- S1TC-3.49.18.14
Core version - 1.0
Model - CGM4140COM
New Poster

Re: Node issues

now that it is back up here are the pics of the info. same modem

 

comcast1.pngcomcast2.pngcomcast3.pngcomcast4.pngcomcast5.pngcomcast6.png

Expert

Re: Node issues

Can't see your pics. Since you are a new poster, they likely need to be approved by a Forum Admin. Or you may need to make a minimum number of posts.

You could try hosting them at one of those free third-party pic hosting sites and post the link to them here.

 

Are there any other channels indicated ?



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New Poster
Expert

Re: Node issues

The upstream power is on the high side (especially on channel # 4) and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, and speed and latency problems.

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.

 

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 !



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