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Upstream issues without a paddle

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Upstream issues without a paddle

Good evening forum members,


I've been experiencing some rather consistent internet connectivity issues in the last few days - mainly with upload connections. I've attempted several times to get some technical support over the phone, but it's not resulted in more than sending a reboot signal to my modem, which resolves nothing. My wife and I are both working from home (like many, many other Americans these last few weeks), and this has put us in a very tough situation. Comcast says they will not dispatch out a residential technician unless I am completely out of service. So, I'm asking... begging for some help!


I'll get to the facts:

I have a 1Gbps internet plan and provided my own approved modem (Netgear CM1150V), capable of 32 downstream and 8 upstream channels. My downstream channel bonding looks good as far as I can tell. The upstream looks like hot garbage though. I've eliminated the only splitter between the street and the modem, which made a significant difference on the download power and SNR levels, but did nothing for upstream. I've checked all of the RG6 cable, and it looks good. There are two extensions on the line, and I've replaced both of them with new product. Every connection fitting is 'plyers tight'. Regardless, there are endless critical errors in the log regarding timeouts waiting for upstream ranging responses. Here's some snippits of the modem status:

 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 38 429000000 Hz 0.1 dBmV 40.7 dB 0 0
2 Locked QAM256 1 477000000 Hz -0.2 dBmV 40.5 dB 0 0
3 Locked QAM256 2 483000000 Hz -0.2 dBmV 40.4 dB 0 0
4 Locked QAM256 3 489000000 Hz 0.1 dBmV 40.4 dB 0 0
5 Locked QAM256 4 495000000 Hz 0 dBmV 40.4 dB 0 0
6 Locked QAM256 5 507000000 Hz 0.5 dBmV 40.4 dB 0 0
7 Locked QAM256 6 513000000 Hz 0.4 dBmV 40.5 dB 0 0
8 Locked QAM256 7 519000000 Hz 0.4 dBmV 40.5 dB 0 0
9 Locked QAM256 8 525000000 Hz 0.1 dBmV 40.3 dB 0 0
10 Locked QAM256 9 531000000 Hz -0.1 dBmV 40.2 dB 0 0
11 Locked QAM256 10 537000000 Hz 0.6 dBmV 40.5 dB 0 0
12 Locked QAM256 11 543000000 Hz 0.2 dBmV 40.3 dB 0 0
13 Locked QAM256 12 549000000 Hz 0 dBmV 40.2 dB 0 0
14 Locked QAM256 13 555000000 Hz 0.6 dBmV 40.4 dB 0 0
15 Locked QAM256 14 561000000 Hz 0.5 dBmV 40.3 dB 0 0
16 Locked QAM256 15 567000000 Hz 0 dBmV 40.1 dB 0 0
17 Locked QAM256 16 573000000 Hz 0.5 dBmV 40.3 dB 0 0
18 Locked QAM256 17 579000000 Hz 0.7 dBmV 40.5 dB 0 0
19 Locked QAM256 18 585000000 Hz 0.7 dBmV 40.4 dB 0 0
20 Locked QAM256 19 591000000 Hz 0.8 dBmV 40.3 dB 0 0
21 Locked QAM256 20 597000000 Hz 0.7 dBmV 40.3 dB 0 0
22 Locked QAM256 21 603000000 Hz 0.6 dBmV 40.3 dB 0 0
23 Locked QAM256 22 609000000 Hz 1.1 dBmV 40.4 dB 0 0
24 Locked QAM256 23 615000000 Hz 1 dBmV 40.4 dB 0 0
25 Locked QAM256 34 453000000 Hz 0 dBmV 40.7 dB 0 0
26 Locked QAM256 35 459000000 Hz -0.2 dBmV 40.5 dB 0 0
27 Locked QAM256 36 465000000 Hz -0.6 dBmV 40.3 dB 0 0
28 Locked QAM256 37 471000000 Hz -0.3 dBmV 40.4 dB 0 0
29 Locked QAM256 39 435000000 Hz 0.2 dBmV 40.8 dB 0 0
30 Locked QAM256 40 441000000 Hz 0 dBmV 40.6 dB 0 0
31 Locked QAM256 41 447000000 Hz -0.4 dBmV 40.6 dB 0 0
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0

 

 

Upstream Bonded Channels (Partial Service)
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 21 5120 Ksym/sec 35800000 Hz 45.8 dBmV
2 Not Locked Unknown 22 0 Ksym/sec 29400000 Hz 0.0 dBmV
3 Not Locked Unknown 23 0 Ksym/sec 23000000 Hz 0.0 dBmV
4 Not Locked Unknown 24 0 Ksym/sec 16600000 Hz 0.0 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

 

This is what my ping typically looks like:

 

C:\Users\vulcansheart>ping 1.1.1.1 -t

Pinging 1.1.1.1 with 32 bytes of data:
Reply from 1.1.1.1: bytes=32 time=151ms TTL=58
Reply from 1.1.1.1: bytes=32 time=60ms TTL=58
Reply from 1.1.1.1: bytes=32 time=32ms TTL=58
Reply from 1.1.1.1: bytes=32 time=40ms TTL=58
Reply from 1.1.1.1: bytes=32 time=44ms TTL=58
Reply from 1.1.1.1: bytes=32 time=55ms TTL=58
Reply from 1.1.1.1: bytes=32 time=91ms TTL=58
Reply from 1.1.1.1: bytes=32 time=68ms TTL=58
Reply from 1.1.1.1: bytes=32 time=54ms TTL=58
Request timed out.
Request timed out.
Reply from 1.1.1.1: bytes=32 time=54ms TTL=58
Reply from 1.1.1.1: bytes=32 time=96ms TTL=58
Request timed out.
Reply from 1.1.1.1: bytes=32 time=220ms TTL=58
Reply from 1.1.1.1: bytes=32 time=273ms TTL=58
Reply from 1.1.1.1: bytes=32 time=36ms TTL=58
Reply from 1.1.1.1: bytes=32 time=255ms TTL=58
Reply from 1.1.1.1: bytes=32 time=31ms TTL=58
Reply from 1.1.1.1: bytes=32 time=32ms TTL=58
Reply from 1.1.1.1: bytes=32 time=52ms TTL=58
Request timed out.
Reply from 1.1.1.1: bytes=32 time=36ms TTL=58
Reply from 1.1.1.1: bytes=32 time=349ms TTL=58
Reply from 1.1.1.1: bytes=32 time=64ms TTL=58
Reply from 1.1.1.1: bytes=32 time=344ms TTL=58
Reply from 1.1.1.1: bytes=32 time=148ms TTL=58

 

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Diamond Problem Solver

Re: Upstream issues without a paddle

Depending on your market, there will only be 3 or 4 upstream. There’s no area with more. There’s quite possibly a noise filter on your drop that’s knocking out the remaining upstream channels. The noise filter, if it’s there, is put on by the maintenance team to keep ingress from your house backfeeding out into the plant. Normally, there will be notes on your account stating it’s there, and an appointment set up waiting to be scheduled for a tech to come out to repair the ingress and remove the filter.

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New Poster

Re: Upstream issues without a paddle

Thanks for your reply! Would the noise filter have a barrel shape and be marked with a red "do not remove" sticker? That's the only thing on the home run. My research says it's a Moca filter.

 

 

While troubleshooting last night, I briefly had 2 upstream locked channels, but the power on the second channel was way out of normal. The other two channels never locked in. After an additional reboot, the second channel never came back. I'm currently sitting at 1 upstream channel.

 

Any advice on how I can get a technician to come out to check/replace this filter? Would it do harm if I remove it?

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Diamond Problem Solver

Re: Upstream issues without a paddle

Yes that’s a moca filter( necessary), the noise filter is almost always at the tap. You could always try to hook up your modem at the ground block (bypassing house wiring) and see if there’s change.

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Official Employee

Re: Upstream issues without a paddle

Hi vulcansheart. Were able to try CCAndrew's recommendation to connect your modem directly. Please let us know if you need further assistance. We're here to help. 


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