Community Forum

Re: Internet connection unstable when using Zoom

Highlighted
New Poster

Re: Internet connection unstable when using Zoom

I'm having simliar problem, here are my stats. Any help would be appreciated. 

 

Arris TG1682G

 

Downstream
Channel Bonding Value
Index
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
Lock Status
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
Frequency
525.00 MHz
531.00 MHz
537.00 MHz
543.00 MHz
549.00 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
639.00 MHz
645.00 MHz
651.00 MHz
657.00 MHz
663.00 MHz
669.00 MHz
 
 
 
 
 
 
 
 
SNR
37.64 dB
37.36 dB
37.64 dB
37.64 dB
37.36 dB
37.36 dB
37.36 dB
37.64 dB
37.64 dB
37.36 dB
38.61 dB
37.36 dB
37.64 dB
38.98 dB
37.64 dB
37.36 dB
37.64 dB
37.64 dB
37.64 dB
38.61 dB
37.64 dB
38.61 dB
37.64 dB
38.61 dB
 
 
 
 
 
 
 
 
Power Level
-0.30 dBmV
-0.80 dBmV
-1.00 dBmV
-1.00 dBmV
-1.30 dBmV
-0.60 dBmV
-0.40 dBmV
-0.10 dBmV
-0.30 dBmV
-0.20 dBmV
0.10 dBmV
0.00 dBmV
0.00 dBmV
-0.20 dBmV
-0.30 dBmV
-0.60 dBmV
-0.30 dBmV
0.50 dBmV
0.90 dBmV
1.00 dBmV
0.80 dBmV
0.90 dBmV
1.10 dBmV
1.20 dBmV
 
 
 
 
 
 
 
 
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM

 

Upstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
Lock Status
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
35.80 MHz
23.00 MHz
29.40 MHz
 
 
 
 
 
Symbol Rate
5120 KSym/s
5120 KSym/s
5120 KSym/s
 
 
 
 
 
Power Level
51.50 dBmV
51.50 dBmV
49.50 dBmV
 
 
 
 
 
Modulation
64 QAM
64 QAM
64 QAM
 
 
 
 
 
Channel Type
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
 
 

 

 

Highlighted
Expert

Re: Internet connection unstable when using Zoom

The upstream power is too high 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, 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: Internet connection unstable when using Zoom

Thanks! I'll try that - there's a splitter that was installed by a tech previously. I'll remove and see how that works.

Highlighted
New Poster

Re: Internet connection unstable when using Zoom

@EG

 

I've removed the splitter, what's your take on the numbers I'm seeing now?

 

Downstream
Channel Bonding Value
Index
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
Lock Status
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
Frequency
525.00 MHz
423.00 MHz
429.00 MHz
435.00 MHz
441.00 MHz
447.00 MHz
453.00 MHz
459.00 MHz
465.00 MHz
471.00 MHz
477.00 MHz
483.00 MHz
489.00 MHz
495.00 MHz
507.00 MHz
513.00 MHz
519.00 MHz
531.00 MHz
537.00 MHz
543.00 MHz
549.00 MHz
555.00 MHz
561.00 MHz
567.00 MHz
 
 
 
 
 
 
 
 
SNR
37.36 dB
37.64 dB
37.64 dB
38.61 dB
37.64 dB
37.36 dB
37.64 dB
37.64 dB
37.64 dB
37.36 dB
37.36 dB
37.64 dB
37.36 dB
37.36 dB
37.36 dB
37.64 dB
37.64 dB
37.36 dB
37.64 dB
37.64 dB
37.36 dB
37.64 dB
37.36 dB
37.64 dB
 
 
 
 
 
 
 
 
Power Level
4.60 dBmV
5.10 dBmV
5.20 dBmV
5.50 dBmV
5.30 dBmV
5.20 dBmV
5.40 dBmV
5.20 dBmV
5.30 dBmV
4.90 dBmV
4.90 dBmV
5.10 dBmV
4.60 dBmV
4.70 dBmV
4.90 dBmV
4.90 dBmV
4.30 dBmV
4.10 dBmV
3.90 dBmV
3.80 dBmV
3.60 dBmV
4.20 dBmV
4.60 dBmV
5.00 dBmV
 
 
 
 
 
 
 
 
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM

 

Upstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
Lock Status
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
35.80 MHz
23.00 MHz
29.40 MHz
 
 
 
 
 
Symbol Rate
5120 KSym/s
5120 KSym/s
5120 KSym/s
 
 
 
 
 
Power Level
48.50 dBmV
48.50 dBmV
46.50 dBmV
 
 
 
 
 
Modulation
64 QAM
64 QAM
64 QAM
 
 
 
 
 
Channel Type
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
 

 

 

I appreciate your input. 

Highlighted
Expert

Re: Internet connection unstable when using Zoom

A bit better if they hold stable. Bottom line: live with it for a while and see if the problem returns. 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
New Poster

Re: Internet connection unstable when using Zoom

Thanks!

Expert

Re: Internet connection unstable when using Zoom

Quite welcome ! Feel free to report back here if the problem returns.



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!