Hi all. I am experiencing random disconnects (along with occasional drops in Upload speed) on most days. I had several occur this morning - here is the contents of my modems log:
I have a TPLInk M5 Mesh router as well.
Xfinity technicians have been to the home and replaced the cabling. I have replaced the Cable modem and the router, but none of these have resolved the issue. Any suggestions would be greatly appreciated.
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Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.
What is the exact make and model number of the modem ?
Thank you. Here are the values. The modem is a Motorola MB7420.
The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) somewhere.
There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !
Good afternoon, uwinmaine. We appreciate you visiting us here in the forums, thank you for posting your modem entries and information. Connectivity issues are never fun and we definitely understand that, so we will see what we can do to help you out. I hope you are doing well otherwise! About how long has this been going on for? Has anything physically changed at your premise recently (i.e. rearranging furniture and/or moving equipment) that could potentially be contributing to the problem?
Hi ComcastMorgan - thanks for reaching out.
This has been going on for many months, but became more problematic when working from home began in April. We have had two visits from Comcast technicans; one replace the cable running from the outside junction box to the inside of the wall jack, and the most recent visit replaced the cable running from the jack to the modem itself.
I purchased a new Cable modem this spring in response, and then purchased a new router (A TPLink M5 Mesh router) shortly afterwards, in trying to resolve the issues.
Nothing else has changed with regard to the location of the modem, or any furniture/equipment surrounding it.
I can't pin any particular time of day or action that causes the issues; I can go 1-2 days without a disconnect, and then a day with several disconnects spread throughout the day. Resetting the modem doesn't seem to help the issue, even temporarily.
FWIW, "moving furniture around" can not cause those modem RF signal / system errors. Those are definitely caused by a signal impairment of some sort with the connection to the Comcast system. Moving furniture around, however, may cause WiFi signal problems.
Oh wow, well all of that information is very good to know. It sounds like you've put a good amount of time and effort into this, doing what you could to rectify the problem. Now that I have some background on the situation, I'd like to pull up your account here on my end. I will review various readings and diagnostic reports from your modem/premise and we can work to try and narrow down what might be causing the problem. To get started, please send me a PM with your first and last name.
To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.
I will reply from there. Thank you!
Thank you for allowing us to help with your connectivity issues, @uwinmaine! I'm happy that the tech was able to come out and replace the cable from the pole to your home and make sure the signal levels were within spec. Please let us know if there's any way we can assist you in the future. Thanks for being a loyal Comcast customer. Take care! 🙂