Community Forum

unable to connect after moving to new address

Regular Visitor

unable to connect after moving to new address

I recently moved to a different address that has previously had comcast service. However after I moved my modem is unable to register an IP address and when I call in the techs say they are unable to see my modem. I have a single splitter between the drop and a my modem.

 

Startup Procedure
Procedure	Status	Comment
Acquire Downstream Channel		Locked
Connectivity State	In Progress	BPI Init
Boot State	In Progress	
Configuration File	OK	
Security	Enabled	BPI+
DOCSIS Network Access Enabled	Allowed	
Downstream Bonded Channels
Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	256QAM	33	657.00 MHz	-0.90 dBmV	37.36 dB	16	0
2	Locked	256QAM	1	465.00 MHz	0.10 dBmV	38.98 dB	4	0
3	Locked	256QAM	2	471.00 MHz	0.50 dBmV	38.98 dB	0	0
4	Locked	256QAM	3	477.00 MHz	0.20 dBmV	38.98 dB	0	0
5	Locked	256QAM	4	483.00 MHz	0.20 dBmV	38.98 dB	0	0
6	Locked	256QAM	5	489.00 MHz	-0.30 dBmV	38.98 dB	13	0
7	Locked	256QAM	6	495.00 MHz	0.30 dBmV	38.98 dB	8	0
8	Locked	256QAM	7	507.00 MHz	-0.20 dBmV	38.98 dB	7	0
9	Locked	256QAM	8	513.00 MHz	-0.20 dBmV	38.98 dB	0	0
10	Locked	256QAM	9	519.00 MHz	-0.40 dBmV	38.61 dB	0	0
11	Locked	256QAM	10	525.00 MHz	0.20 dBmV	38.98 dB	10	0
12	Locked	256QAM	11	531.00 MHz	-0.50 dBmV	38.98 dB	13	0
13	Locked	256QAM	12	537.00 MHz	-0.40 dBmV	38.98 dB	0	0
14	Locked	256QAM	13	543.00 MHz	-1.30 dBmV	38.98 dB	0	0
15	Locked	256QAM	14	549.00 MHz	-0.30 dBmV	38.61 dB	7	0
16	Locked	256QAM	15	555.00 MHz	-1.20 dBmV	38.61 dB	0	0
17	Locked	256QAM	16	561.00 MHz	-1.00 dBmV	38.98 dB	0	0
18	Locked	256QAM	17	567.00 MHz	-1.20 dBmV	38.61 dB	0	0
19	Locked	256QAM	18	573.00 MHz	-1.20 dBmV	38.61 dB	0	0
20	Locked	256QAM	19	579.00 MHz	-1.20 dBmV	38.61 dB	6	0
21	Locked	256QAM	20	585.00 MHz	-1.10 dBmV	38.61 dB	0	0
22	Locked	256QAM	21	591.00 MHz	-1.50 dBmV	38.61 dB	0	0
23	Locked	256QAM	22	597.00 MHz	-2.00 dBmV	37.64 dB	1	0
24	Locked	256QAM	23	603.00 MHz	-1.30 dBmV	38.61 dB	0	0
25	Locked	256QAM	24	609.00 MHz	-1.80 dBmV	36.40 dB	0	0
26	Locked	256QAM	25	615.00 MHz	-0.60 dBmV	38.60 dB	0	0
27	Locked	256QAM	26	621.00 MHz	-0.60 dBmV	36.90 dB	0	0
28	Locked	256QAM	27	627.00 MHz	-0.60 dBmV	38.20 dB	1	0
29	Locked	256QAM	28	633.00 MHz	-1.00 dBmV	36.90 dB	0	0
30	Locked	256QAM	30	639.00 MHz	-0.60 dBmV	37.90 dB	0	0
31	Locked	256QAM	31	645.00 MHz	-1.00 dBmV	39.20 dB	16	0
32	Locked	256QAM	32	651.00 MHz	-1.20 dBmV	38.20 dB	6	0

Upstream Bonded Channels
Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	1	5120 kSym/s	35.80 MHz	51.25 dBmV
Expert

Re: unable to connect after moving to new address


@orthusaku wrote:

I recently moved to a different address that has previously had comcast service. However after I moved my modem is unable to register an IP address and when I call in the techs say they are unable to see my modem. I have a single splitter between the drop and a my modem.

 

Startup Procedure
Procedure	Status	Comment
Acquire Downstream Channel		Locked
Connectivity State	In Progress	BPI Init
Boot State	In Progress	
Configuration File	OK	
Security	Enabled	BPI+
DOCSIS Network Access Enabled	Allowed	
Downstream Bonded Channels
Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	256QAM	33	657.00 MHz	-0.90 dBmV	37.36 dB	16	0
2	Locked	256QAM	1	465.00 MHz	0.10 dBmV	38.98 dB	4	0
3	Locked	256QAM	2	471.00 MHz	0.50 dBmV	38.98 dB	0	0
4	Locked	256QAM	3	477.00 MHz	0.20 dBmV	38.98 dB	0	0
5	Locked	256QAM	4	483.00 MHz	0.20 dBmV	38.98 dB	0	0
6	Locked	256QAM	5	489.00 MHz	-0.30 dBmV	38.98 dB	13	0
7	Locked	256QAM	6	495.00 MHz	0.30 dBmV	38.98 dB	8	0
8	Locked	256QAM	7	507.00 MHz	-0.20 dBmV	38.98 dB	7	0
9	Locked	256QAM	8	513.00 MHz	-0.20 dBmV	38.98 dB	0	0
10	Locked	256QAM	9	519.00 MHz	-0.40 dBmV	38.61 dB	0	0
11	Locked	256QAM	10	525.00 MHz	0.20 dBmV	38.98 dB	10	0
12	Locked	256QAM	11	531.00 MHz	-0.50 dBmV	38.98 dB	13	0
13	Locked	256QAM	12	537.00 MHz	-0.40 dBmV	38.98 dB	0	0
14	Locked	256QAM	13	543.00 MHz	-1.30 dBmV	38.98 dB	0	0
15	Locked	256QAM	14	549.00 MHz	-0.30 dBmV	38.61 dB	7	0
16	Locked	256QAM	15	555.00 MHz	-1.20 dBmV	38.61 dB	0	0
17	Locked	256QAM	16	561.00 MHz	-1.00 dBmV	38.98 dB	0	0
18	Locked	256QAM	17	567.00 MHz	-1.20 dBmV	38.61 dB	0	0
19	Locked	256QAM	18	573.00 MHz	-1.20 dBmV	38.61 dB	0	0
20	Locked	256QAM	19	579.00 MHz	-1.20 dBmV	38.61 dB	6	0
21	Locked	256QAM	20	585.00 MHz	-1.10 dBmV	38.61 dB	0	0
22	Locked	256QAM	21	591.00 MHz	-1.50 dBmV	38.61 dB	0	0
23	Locked	256QAM	22	597.00 MHz	-2.00 dBmV	37.64 dB	1	0
24	Locked	256QAM	23	603.00 MHz	-1.30 dBmV	38.61 dB	0	0
25	Locked	256QAM	24	609.00 MHz	-1.80 dBmV	36.40 dB	0	0
26	Locked	256QAM	25	615.00 MHz	-0.60 dBmV	38.60 dB	0	0
27	Locked	256QAM	26	621.00 MHz	-0.60 dBmV	36.90 dB	0	0
28	Locked	256QAM	27	627.00 MHz	-0.60 dBmV	38.20 dB	1	0
29	Locked	256QAM	28	633.00 MHz	-1.00 dBmV	36.90 dB	0	0
30	Locked	256QAM	30	639.00 MHz	-0.60 dBmV	37.90 dB	0	0
31	Locked	256QAM	31	645.00 MHz	-1.00 dBmV	39.20 dB	16	0
32	Locked	256QAM	32	651.00 MHz	-1.20 dBmV	38.20 dB	6	0

Upstream Bonded Channels
Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	1	5120 kSym/s	35.80 MHz	51.25 dBmV

Did you transfer your service to your new address, or did you start new service at your new address?


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!
Expert

Re: unable to connect after moving to new address

The upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, and speed and latency problems. Are their any other locked upstream channels being indicated ?

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.



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!
Regular Visitor

Re: unable to connect after moving to new address

I transferred my service, had a tech come out today looks like it might be a shot modem. He reran the tap as it had no return and tested on both his handheld modem and a rental both went operational as expected mine did not best guess was it broke during the move. Not to upset it was a sb6190
Official Employee

Re: unable to connect after moving to new address

Hi, orthusaku. 

 

I am happy we found the issue. Sometimes it can take a while to really pinpoint issues in what is causing internet connection issues. Did you have any other questions? Have you had a chance to get a new modem? 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!
Expert

Re: unable to connect after moving to new address

So what was the problem ??? Please share publically here so that all readers here may benefit...



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!