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Re: Intermittent Dropping of Internet

Highlighted
Regular Visitor

Re: Intermittent Dropping of Internet

Hello, I was hoping you could help me with a samilar issue. We get internet drops all throughout the day at random times. Some days are far worse than others and it impacts all devices. Internet drops can be for a minute or can happen continously for hours, sometimes even impacting the tv when trying to change the channel. I have attached the upstream and downstream levels as well as event logs since last reset. Any help would be great

 
[Harvester][1163]: Harvester StartRadioTrafficHarvesting Starting Thread to start RadioTraffic Data Harvesting 8/12/20 14:37Notice 
[Harvester][1163]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 8/12/20 14:37Notice 
[Dhcpc][1739]: erouter0 got new IP 73.60.79.61 8/12/20 14:34Notice 
[Harvester][1158]: Harvester StartRadioTrafficHarvesting Starting Thread to start RadioTraffic Data Harvesting 8/12/20 13:06Notice 
[Harvester][1158]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 8/12/20 13:06Notice 
[Dhcpc][1758]: erouter0 got new IP 73.60.79.61 8/12/20 13:04Notice 
IndexLock StatusFrequencySNRPower LevelModulation
Downstream
Channel Bonding Value
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
675.00 MHz
555.00 MHz
561.00 MHz
567.00 MHz
573.00 MHz
579.00 MHz
585.00 MHz
591.00 MHz
597.00 MHz
603.00 MHz
609.00 MHz
615.00 MHz
621.00 MHz
627.00 MHz
633.00 MHz
639.00 MHz
645.00 MHz
651.00 MHz
657.00 MHz
663.00 MHz
669.00 MHz
681.00 MHz
687.00 MHz
693.00 MHz
 
 
 
 
 
 
 
 
38.98 dB
40.37 dB
40.37 dB
40.37 dB
38.98 dB
40.37 dB
38.98 dB
40.37 dB
39.85 dB
38.98 dB
40.37 dB
38.98 dB
39.85 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.61 dB
38.98 dB
38.98 dB
38.98 dB
38.61 dB
38.98 dB
38.98 dB
 
 
 
 
 
 
 
 
-2.40 dBmV
-3.00 dBmV
-3.00 dBmV
-3.40 dBmV
-3.50 dBmV
-3.20 dBmV
-3.40 dBmV
-3.30 dBmV
-3.10 dBmV
-3.10 dBmV
-2.90 dBmV
-2.90 dBmV
-2.90 dBmV
-2.40 dBmV
-2.70 dBmV
-2.90 dBmV
-2.90 dBmV
-3.10 dBmV
-3.20 dBmV
-3.20 dBmV
-2.70 dBmV
-2.20 dBmV
-1.80 dBmV
-2.00 dBmV
 
 
 
 
 
 
 
 
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
 
 
 
 
 
 
 
 
Channel Bonding Value      
Index
1
2
3
4
5
6
7
8
Lock Status
Not Locked
Not Locked
Not Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
23.70 MHz
17.30 MHz
30.10 MHz
36.50 MHz
 
 
 
Symbol Rate
0 KSym/s
5120 KSym/s
0 KSym/s
5120 KSym/s
 
 
 
Power Level
0.00 dBmV
53.50 dBmV
0.00 dBmV
52.75 dBmV
 
 
 
Modulation
QPSK
64 QAM
QPSK
64 QAM
 
 
 
 
Channel Type
(Unknown)
DOCSIS2.0 (ATDMA)
(Unknown)
DOCSIS2.0 (ATDMA)
  

 

Highlighted
Expert

Re: Intermittent Dropping of Internet

The upstream power is too high / out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of 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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Highlighted
Regular Visitor

Re: Intermittent Dropping of Internet

Thank you for the reply! I am only aware of one splitter between the pole and the modem that was installed in the basement by Comcast. On the outside of the house where the wire is attached to the house before it comes in, it looks as though there could be a possible break in the covering of the wire exposing it. Could this be leading to the spikes in upstream power?

Highlighted
Expert

Re: Intermittent Dropping of Internet

Certainly. Perhaps it would be best to have a tech out for this one. 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!
Highlighted
Regular Visitor

Re: Intermittent Dropping of Internet

I appreciate your help!

Highlighted
Expert

Re: Intermittent Dropping of Internet

My pleasure !



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!