Community Forum

connection problem

grady777
Frequent Visitor

connection problem

my internet connection works normal but from time to time the connection drops out,  however i look to see the status of my connection & it says connected then it comes but on with in a min or 2.  is this just me or is a comcast issue?  anyone else having this issue???

grady777
Frequent Visitor

Re: connection problem

i should have added this, has anyone else had this problem if so does changing out the box help??

EG
Expert

Re: connection problem

Is this with a WiFi connection ? If so, for a test, does a computer / device that is hardwired directly to the router / gateway device with an ethernet cable have the same problem ?


With this test, we are trying to isolate this from being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both. It's a good first step of troubleshooting before we proceed any further.



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!
grady777
Frequent Visitor

Re: connection problem

its via ethernet

EG
Expert

Re: connection problem

O/k, start with the modem's signal stats. Perhaps they already are, or they are close to being out of spec and intermittently they go completely of spec. Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please 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 ?




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!
grady777
Frequent Visitor

Re: connection problem

upstream:

 

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream
Channel Bonding Value
1
2
3
4
Locked
Locked
Locked
Locked
17 MHz
23 MHz
30 MHz
36 MHz
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
47.000 dBmV
45.500 dBmV
47.000 dBmV
45.500 dBmV
64 QAM
64 QAM
64 QAM
64 QAM
ATDMA
ATDMA
ATDMA
ATDMA

 

downstream:

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
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
531 MHz
459 MHz
465 MHz
471 MHz
477 MHz
483 MHz
489 MHz
495 MHz
501 MHz
507 MHz
513 MHz
519 MHz
525 MHz
537 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
40.366 dB
40.366 dB
40.366 dB
40.366 dB
40.366 dB
40.946 dB
40.366 dB
40.366 dB
40.946 dB
38.983 dB
40.366 dB
40.366 dB
40.366 dB
40.366 dB
40.366 dB
40.366 dB
38.983 dB
40.366 dB
40.366 dB
40.366 dB
40.946 dB
38.983 dB
38.983 dB
38.983 dB
-2.500 dBmV
-2.600 dBmV
-2.700 dBmV
-2.800 dBmV
-3.600 dBmV
-3.100 dBmV
-3.000 dBmV
-2.700 dBmV
-2.800 dBmV
-3.100 dBmV
-2.800 dBmV
-3.000 dBmV
-2.600 dBmV
-2.500 dBmV
-2.800 dBmV
-2.800 dBmV
-2.500 dBmV
-2.500 dBmV
-2.600 dBmV
-2.800 dBmV
-2.800 dBmV
-3.200 dBmV
-3.100 dBmV
-3.500 dBmV
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
grady777
Frequent Visitor

Re: connection problem

the make i believe is gateway & the model is Cisco DPC3941T

i can't find the signal to noise ratio

 

EG
Expert

Re: connection problem

The stats are o/k / within specs. Make and model number ?

 

Are there any modem error log entries being shown ? If so, please also post them in their entirety.



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!
grady777
Frequent Visitor

Re: connection problem

the make i believe is gateway & the model is Cisco DPC3941T

i can't find the signal to noise ratio

 

 

Unerrored CodewordsCorrectable CodewordsUncorrectable Codewords

CM Error Codewords
3539432531
3535423158
3535503766
3535433539
3535436196
3535440173
3535465205
3535445621
3535448742
3535526269
3535453968
3535460704
3535465574
3535402771
3535469073
3535412520
3535481169
3535491067
3535486440
3535496869
3535503088
3535477084
3535534959
3535505441
90
451
4339
220
83
70
62
69
84
103
92
66
70
131
136
162
133
112
111
150
164
159
139
122
0
0
51353
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
1
0
0
EG
Expert

Re: connection problem

The SNR numbers were being shown with the downstream channel power levels, and they were good. The codewords were o/k as well. Any error log entries ?



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!
grady777
Frequent Visitor

Re: connection problem

if thats not the error log where is it on the 10.0.0.1 website?

EG
Expert

Re: connection problem

Nevermind.  We've seen many posts here recently indicating that they have now blocked the end-user from accessing the modem component's RF signal error log entries in the Comcast supplied gateway devices. A BIG mistake in my opinion......

 

The signal stats are o/k but 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 !



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!
grady777
Frequent Visitor

Re: connection problem

where would the error log entries be???

 

grady777
Frequent Visitor

Re: connection problem

thanks