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Random Internet Outages

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New Poster

Random Internet Outages

For about the last year now I have been experiencing random internet outages, and sometimes 3-4 times a day. It seems to be worse on hotter days but the randomness of it makes it hard to tell. Here are a few sets of data of my signal levels at times where it works and does not. For reference I have a single line from the street going into a single Extreme BDS102H splitter which one line feeds the modem directly. I have contacted Comcast several times and have had different firmware pushed to my device with the same results. This setup was fine for 2-3 years untill the random outages began, it is an XB3 Rented modem. I would just like advise as to what my next step should be. 

 

5/8/2020 @ 11:53 PM

Working Fine        

Downstream

Channel  Bonding Value    
Index

1

2

3

4

5

Lock Status

Locked

Locked

Locked

Locked

Locked

Frequency

531.00 MHz

423.00 MHz

435.00 MHz

441.00 MHz

447.00 MHz

SNR

36.61 dB

36.61 dB

36.39 dB

36.39 dB

36.39 dB

Power Level

-2.20 dBmV

-2.70 dBmV

-3.30 dBmV

-3.70 dBmV

-3.70 dBmV

Modulation

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

           

Upstream

Channel  Bonding Value    
Index

1

2

3

4

5

Lock Status

Not Locked

Locked

Locked

Not Locked

Not Locked

Frequency

29.40 MHz

16.60 MHz

23.00 MHz

35.80 MHz

 
Symbol Rate

5120 KSym/s

5120 KSym/s

5120 KSym/s

5120 KSym/s

 
Power Level

33.75 dBmV

33.50 dBmV

33.00 dBmV

32.25 dBmV

 
Modulation

64 QAM

64 QAM

64 QAM

64 QAM

 
Channel Type

DOCSIS2.0 (ATDMA)

DOCSIS2.0 (ATDMA)

DOCSIS2.0 (ATDMA)

DOCSIS2.0 (ATDMA)

 
           

5/12/2020 @ 3:34 PM

Working Fine        

Downstream

Channel  Bonding Value    
Index

1

2

3

4

5

Lock Status

Locked

Locked

Locked

Locked

Locked

Frequency

531.00 MHz

423.00 MHz

435.00 MHz

441.00 MHz

447.00 MHz

SNR

35.78 dB

36.61 dB

37.36 dB

36.39 dB

36.61 dB

Power Level

-5.90 dBmV

-2.20 dBmV

-2.40 dBmV

-2.80 dBmV

-3.30 dBm

Modulation

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

           

Upstream

Channel  Bonding Value    
Index

1

2

3

4

5

Lock Status

Not Locked

Locked

Locked

Not Locked

Not Locked

Frequency

29.40 MHz

16.60 MHz

23.00 MHz

35.80 MHz

 
Symbol Rate

5120 KSym/s

5120 KSym/s

5120 KSym/s

5120 KSym/s

 
Power Level

42.50 dBmV

42.50 dBmV

42.50 dBmV

42.50 dBmV

 
Modulation

64 QAM

64 QAM

64 QAM

64 QAM

 
Channel Type

DOCSIS2.0 (ATDMA)

DOCSIS2.0 (ATDMA)

DOCSIS2.0 (ATDMA)

DOCSIS2.0 (ATDMA)

 
           

5/12/2020 @ 1:52 PM

Internet Down        

Downstream

Channel  Bonding Value    
Index

1

2

3

4

5

Lock Status

Locked

Locked

Locked

Locked

Locked

Frequency

531.00 MHz

423.00 MHz

435.00 MHz

441.00 MHz

447.00 MHz

SNR

35.78 dB

35.60 dB

35.08 dB

35.08 dB

34.93 dB

Power Level

-6.20 dBmV

-6.60 dBmV

-7.00 dBmV

-7.30 dBmV

-7.20 dBmV

Modulation

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

           

Upstream

Channel  Bonding Value    
Index

1

2

3

4

5

Lock Status

Not Locked

Locked

Locked

Not Locked

Not Locked

Frequency

29.40 MHz

16.60 MHz

23.00 MHz

35.80 MHz

 
Symbol Rate

5120 KSym/s

0 KSym/s

0 KSym/s

5120 KSym/s

 
Power Level

36.00 dBmV

0.00 dBmV

0.00 dBmV

38.50 dBmV

 
Modulation

64 QAM

QPSK

QPSK

64 QAM

 
Channel Type

DOCSIS2.0 (ATDMA)

(Unknown)

(Unknown)

DOCSIS2.0 (ATDMA)

 
           

5/6/2020 @ 2:34 PM

Internet Down        

Downstream

Channel  Bonding Value    
Index

1

2

3

4

5

Lock Status

Locked

Locked

Locked

Locked

Locked

Frequency

531.00 MHz

423.00 MHz

435.00 MHz

441.00 MHz

447.00 MHz

SNR

36.39 dB

37.64 dB

37.36 dB

37.36 dB

37.36 dB

Power Level

-6.70 dBmV

-2.40 dBmV

-2.60 dBmV

-3.00 dBmV

-3.40 dBmV

Modulation

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

           

Upstream

Channel  Bonding Value    
Index

1

2

3

4

5

Lock Status

Not Locked

Locked

Locked

Not Locked

Not Locked

Frequency

29.40 MHz

16.60 MHz

23.00 MHz

35.80 MHz

 
Symbol Rate

5120 KSym/s

5120 KSym/s

5120 KSym/s

5120 KSym/s

 
Power Level

50.75 dBmV

53.75 dBmV

51.75 dBmV

49.00 dBmV

 
Modulation

64 QAM

64 QAM

64 QAM

64 QAM

 
Channel Type

DOCSIS2.0 (ATDMA)

DOCSIS2.0 (ATDMA)

DOCSIS2.0 (ATDMA)

DOCSIS2.0 (ATDMA)

 
           

5/6/2020 @ 9:57 PM

Internet Down        

Downstream

Channel  Bonding Value    
Index

1

2

3

4

5

Lock Status

Locked

Locked

Locked

Locked

Locked

Frequency

531.00 MHz

423.00 MHz

435.00 MHz

441.00 MHz

447.00 MHz

SNR

37.64 dB

37.36 dB

37.64 dB

37.36 dB

37.64 dB

Power Level

-3.40 dBmV

-3.80 dBmV

-4.40 dBmV

-4.46 dBmV

-4.50 dBmV

Modulation

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

           

Upstream

Channel  Bonding Value    
Index

1

2

3

4

5

Lock Status

Not Locked

Locked

Locked

Not Locked

Not Locked

Frequency

29.40 MHz

16.60 MHz

23.00 MHz

35.80 MHz

 
Symbol Rate

5120 KSym/s

0 KSym/s

5120 KSym/s

5120 KSym/s

 
Power Level

46.00 dBmV

0.00 dBmV

46.00 dBmV

46.00 dBmV

 
Modulation

64 QAM

QPSK

64 QAM

64 QAM

 
Channel Type

DOCSIS2.0 (ATDMA)

(Unknown)

DOCSIS2.0 (ATDMA)

DOCSIS2.0 (ATDMA)

 

 

Highlighted
Expert

Re: Random Internet Outages

You got some pretty bad fluctuations in the power levels ! The upstream power levels in the 5/6/2020 @ 2:34 PM sample are out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, 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.



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Highlighted
New Poster

Re: Random Internet Outages

As I have stated I only have a single splitter between the drop and my modem. The connection between the drop and modem has quite a bit of oxidation on the outside of the connector, but the inside is very clean. I hate to call a tech out given that the problem may not be present when they show up, but I may get to do so. Thanks.

Highlighted
Expert

Re: Random Internet Outages

Get a tech out. This can only get worse ! 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 !



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!