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Only 1 bonded upstream channel

New Poster

Only 1 bonded upstream channel

I have had an issue for years at my apartment where for brief periods my internet connection will just start dying, pings will go erratic, I'll start losing packets, and internet just won't work for 1-3 hours at a time.  It happens as infrequently as once or twice a month and sometimes as frequently as every single night for a couple of weeks.  I suspect that it is weather-related, but I'm not 100% on that and don't want to jump to conclusions.  Anyway, I've finally decided that I need to address this as with working from home, my life and internet consumption has changed dramatically.  Since I've started digging into this on my own, I've noticed that I only have one bonded upstream channel.

 

I have an ARRIS SurfBoard SB6190, I've spoken with comcast support who of course asked me to replace the one splitter I have in my apartment.  I've done so with an Extreme series 2 way splitter, and am still only seeing one upstream channel. 

Can someone confirm for me that I should be seeing more than one upstream bonded channel?  I'm trying to determine how hard I should be fighing for a technician to come out.

 

>>>
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 kSym/s 35.80 MHz 54.00 dBmV
2 ---- ---- 4 ---- 16.60 MHz ----
3 ---- ---- 3 ---- 23.00 MHz ----
4 ---- ---- 2 ---- 29.40 MHz ----


---

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel   Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK  
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed  

 

 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 42 405.00 MHz -2.50 dBmV 38.98 dB 0 0
2 Locked 256QAM 43 411.00 MHz -2.50 dBmV 38.61 dB 6 0
3 Locked 256QAM 44 417.00 MHz -2.40 dBmV 38.98 dB 0 0
4 Locked 256QAM 45 423.00 MHz -2.50 dBmV 38.98 dB 0 0
5 Locked 256QAM 38 429.00 MHz -2.40 dBmV 40.37 dB 0 0
6 Locked 256QAM 39 435.00 MHz -2.30 dBmV 38.61 dB 12 0
7 Locked 256QAM 40 441.00 MHz -2.20 dBmV 38.98 dB 0 0
8 Locked 256QAM 41 453.00 MHz -1.70 dBmV 38.98 dB 0 0
9 Locked 256QAM 33 459.00 MHz -1.70 dBmV 38.61 dB 6 0
10 Locked 256QAM 34 465.00 MHz -1.60 dBmV 38.98 dB 0 0
11 Locked 256QAM 35 471.00 MHz -1.80 dBmV 38.98 dB 0 0
12 Locked 256QAM 36 477.00 MHz -1.80 dBmV 38.61 dB 0 0
13 Locked 256QAM 1 483.00 MHz -1.70 dBmV 38.61 dB 0 0
14 Locked 256QAM 2 489.00 MHz -1.90 dBmV 38.98 dB 0 0
15 Locked 256QAM 3 495.00 MHz -2.20 dBmV 38.98 dB 0 0
16 Locked 256QAM 4 501.00 MHz -2.40 dBmV 38.98 dB 0 0
17 Locked 256QAM 5 507.00 MHz -2.70 dBmV 38.61 dB 0 0
18 Locked 256QAM 6 513.00 MHz -3.20 dBmV 38.61 dB 7 0
19 Locked 256QAM 7 519.00 MHz -3.50 dBmV 38.98 dB 2 0
20 Locked 256QAM 8 525.00 MHz -4.00 dBmV 38.61 dB 2 0
21 Locked 256QAM 9 531.00 MHz -4.10 dBmV 38.61 dB 9 0
22 Locked 256QAM 10 537.00 MHz -4.50 dBmV 38.61 dB 2 0
23 Locked 256QAM 11 543.00 MHz -4.60 dBmV 37.64 dB 0 0
24 Locked 256QAM 12 549.00 MHz -4.70 dBmV 37.64 dB 1 0
25 Locked 256QAM 13 555.00 MHz -4.80 dBmV 37.30 dB 3 0
26 Locked 256QAM 14 561.00 MHz -4.90 dBmV 36.20 dB 1 0
27 Locked 256QAM 15 567.00 MHz -5.30 dBmV 37.60 dB 4 0
28 Locked 256QAM 16 573.00 MHz -5.30 dBmV 37.30 dB 1 0
29 Locked 256QAM 17 579.00 MHz -5.50 dBmV 36.60 dB 4 0
30 Locked 256QAM 18 585.00 MHz -5.10 dBmV 39.20 dB 5 0
31 Locked 256QAM 19 591.00 MHz -5.10 dBmV 36.40 dB 2 0
32 Locked 256QAM 20 597.00 MHz -5.10 dBmV 37.30 dB 1 0

 

 
 

 

 

Highlighted
Gold Problem Solver

Re: Only 1 bonded upstream channel


@wain13001 wrote: ... Can someone confirm for me that I should be seeing more than one upstream bonded channel? ...

Yes, you should be seeing at least 3, and perhaps as many as 4 or 5. The upstream power level on the one channel you have is too high. This is often due to poor coax connections, usually in or near your home. It could also be due to a Comcast installed noise trap.

If you want to troubleshoot this yourself, please see Connection Troubleshooting Tips. If you can't find the problem or you'd rather 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.

Highlighted
New Poster

Re: Only 1 bonded upstream channel

I have almost the exact same stats and only 1 bonded upstread channel. The guy on the comcast help line is refusing to send a tech since my internet is currently working. I am trying to avoid having an outage when this one upstream channel fails and I am out of luck and have to wait for an appointment. 

 

Why won't they just send a tech!!! I've been on the line with this agent for almost an hour and been put on hold about 10 times. 

 

Frustrated.