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|
|Acquire Downstream Channel||Locked|
|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|
Solved! Go to Solution.
@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.
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.