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Poor Performance - Channels not locking

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Poor Performance - Channels not locking

Just started about 2 days ago.  No changes to the system in house.  Only getting 1 upstream channel locked, amber upstream light on the cable modem.  Connection will drop out randomly for a minute or so then come back on.  Sometimes I get  up to 3 upstream channels locked for a short period then back to a single channel and poor performance.

 

The current locked upstream channel is at 5120 Ksym/sec 23700000 Hz and 49.5 dBmV (whatever the heck that means!)

Thanks all.

 

 

Expert

Re: Poor Performance - Channels not locking

The upstream power is 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 and latency problems, and the un-bonding of upstream channels. 

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.



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Official Employee

Re: Poor Performance - Channels not locking

JCK517, welcome to our community! Thank you for taking the time to reach out. I'm sorry to hear about the issues with the internet. Did you get a chance to follow what EG suggested? Let us know if you're still running into any issues.


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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