I recently moved to the upstiars unit in the same building and transferred my internet service accordingly.
At first, I was having connectivity issues with a steady blinking u/s light with all other green & solid. The agent on the phone was able to see my modem and send a refresh, but I was not able to connect thru to the internet.
Finally, the modem was able to connect. My speed is testing at 70/5, which I'm satisfied with.. but after digging I found my modem is only bonding to one upstream channel and has numerous critical errors.
See attached. Any thoughts?
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What is the exact make and model number of the modem ? Have you first tried power-cycling / re-starting it ?
Hi @EG it's a Netgear CM500-100NAS
I've power cycled and reset more than once and the same issue persists.
I've been in the new apartment for over a week now and have no complaints about the connection.. but can't help that the steady blinking U/S light on my modem is bothering the heck out of me!!
Thanks for any advice on how to resolve this.. based on my research it seems like it could be the integrity of the cabling, splitters, etc..? Not sure how much luck I'll have getting Comcast to take a look if I'm not having any "real" issues.
Try hard resetting the device to factory defaults by pressing and holding in the recessed reset button on the rear for 30 seconds. This can sometimes help it to re-range for more channels.
@EG thanks again for your continued attention.
I was reluctant to power cycle my modem; since I've had this problem it's been difficult to get the modem to connect.
I hard reset the modem by pressing the button on the back. The modem attempted to connect and failed for about 15 minutes before finally gaining a solid internet connection. The modem settings still show only 1 U/S channel bonded.
Again, glad this isn't creating a connection issue, but I'm concerned that anytime I need to routinely power cycle it seems to be a hit or miss as far as getting my connection back.
The upstream power is a bit on the high side 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, channel un-bonding, and latency problems.
There may be an upstream channel / return path impairment somewhere. 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. Good luck !
@EG thanks again for your support!
I attempted to trace my connections back to the street. Unfortunately, over the years tenants have had multiple satelite dishes leaving a mess of coax all over. There also seems to be 4 feeds coming from the pole (for a 3 unit home). It's possible 3 are Comcast feeds and one of the tenants switched to RCN and they ran a new drop.
The only thing I was able to accomplish was deleting a splitter outside that had one end going to one of my rooms, and the other had a cable cut off. I figured this could be a source of interference. I still have a steady blinking U/S light and only 1 channel bonded, but never power cycled or hard reset after deleting the splitter. (I'm worried about not being able to regain my connection as each time it's very dicey). The modem is still showing T3/T4 timeouts in the error logs, among multiple other errors every few seconds or minutes.
If @EG or anyone else thinks another hard reset after removing this one splitter may benefit, I'm willing to roll the dice again. Otherwise, at this point I'll suppose I'll live with it until it becomes a larger issue. My download and upload speeds are fine, latency is testing at ~12ms, and I only experience drops when rebooting the modem.. once it's up and running for an hour or so it's stable.
Not worth me going through the hassle of having a tech come out just yet, although I welcome any additional feedback, suggestions, etc.
@CCAndrew Thanks! I noticed after each drop there was an inline filter (the same width as the coax connector).
Any reason why I couldn't remove this on my own and see how it affects things? If we're talking about the same thing, it seems like just a barrel shaped filter that threads and couples the coax connections.
Can you take a pic(s) of it / them and post it / them.
Sure thing.. Attached are some photos of the inline filters outside. I believe the lines servicing my home are the 1 photo with NO filter and the other photo with the red sticker on it.
It does seem like two drops from the pole are coming into my unit. Not sure if there would ever be a reason for this, or if one is inactive or belonging to another provider, such as RCN.
I believe the filter with the red sticker is what's feeding my current connection.
@CCAndrew The one with the high pass I believe is for my neighbor. I took pics of all of the drops to be safe.
The one with just the ground block comes straight from the pole, then up into a bedroom in my unit.
The one with a MoCA also seems to go into my unit where I'm currently plugging in.
Would the MoCA have any impact on DOCSIS or the issues I'm having? Seems like it shouldn't based on my limited research.
Thanks @CCAndrew . Fun indeed.
I only moved from the downstairs unit to upstairs in a 3 family home. The modem was functioning just fine before so it has to be something different with this drop.. So step one I'll test without the MoCA.
Not sure if it's worth mentioning but at the present time I'm only utilizing internet services; no phone for cable TV. Seems like the MoCA has more to do with on-demand/streaming but this is based on my amateur research.
Still scratching my head as to why it appears there are two feeds from the pole into my unit; one in the front without any sort of filter and one in the rear with the MoCA inline.
It's been some time since we've heard from you and I just wanted to check in quickly to see if you were still experiencing degraded service or if you were able to get it stabilized with your troubleshooting?