Visitor
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7 Messages
Connection issues for last 2 weeks. Packet loss and random total connection loss
Hello,
I have been a Comcast business customer for several years. I have had pretty much great service until recently.
Over the last 2 weeks my line has higher than usual packet loss and random total loss of connection. During the beginning of my trouble when I would call in it said they knew about service issues and were working to fix. After about 3 days the message went away and connection seems OK but today it has been pretty bad. I had a total connection loss eariler today.
The modem is plugged in straight from the tap outside. I have no splitters etc. I only use Comcast for Internet. I have 50/10 service I believe.
Here is the output from my modem. Any thing look abnormal? Of course when I call tech support, they cannot find anything wrong.
CABLE MODEM Initialization Procedure
| Initialize Hardware | Complete |
| Acquire Downstream Channel | Complete |
| Upstream Ranging | Complete |
| DHCP Bound | Complete |
| Set Time-of-Day | Complete |
| Download CM Configuration File | Complete |
| Registration | Complete |
REGISTRATION COMPLETE
Downstream Channel
| Downstream Frequency | 729000000 Hz | 699000000 Hz | 705000000 Hz | 711000000 Hz | 717000000 Hz | 723000000 Hz | 735000000 Hz | 741000000 Hz |
| Lock Status | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked |
| Modulation | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM |
| Symbol Rate | 5.360537 Msym/sec | 5.360537 Msym/sec | 5.360537 Msym/sec | 5.360537 Msym/sec | 5.360537 Msym/sec | 5.360537 Msym/sec | 5.360537 Msym/sec | 5.360537 Msym/sec |
| Downstream Power | 0.0 dBmV | 0.2 dBmV | -0.1 dBmV | -0.3 dBmV | -0.3 dBmV | -0.2 dBmV | -0.1 dBmV | 0.1 dBmV |
| SNR | 40.4 dBmV | 40.8 dBmV | 40.8 dBmV | 40.0 dBmV | 40.0 dBmV | 39.9 dBmV | 40.3 dBmV | 39.5 dBmV |
Upstream Channel
| Upstream Frequency | 36100000 Hz | 29600000 Hz | 23000000 Hz | 0 Hz |
| Lock Status | Locked | Locked | Locked | Not Locked |
| Modulation | ATDMA | ATDMA | ATDMA | Unknown |
| Symbol Rate | 5120 sym/sec | 5120 sym/sec | 5120 sym/sec | 0 sym/sec |
| Upstream Power | 33.0 dBmV | 33.7 dBmV | 32.2 dBmV | 0 dBmV |
wreedps
Visitor
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7 Messages
9 years ago
I am in the Houston market.
I just logged into a customers modem about 20 miles away. They are showing 4 locked upstream channels.
Why does mine only have 3? I even rebooted the modem just now and it still came back with 3.
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wreedps
Visitor
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7 Messages
9 years ago
Thank you for the response! I thought that also.
Quick question: Should I only have 3 Upstream channels, or 4?
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wreedps
Visitor
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7 Messages
9 years ago
Wow So I just called back for the 3rd time and told the rep to look at my Upstream Power, sure enough she said it was low and it has been NOTATED ON THE ACCOUNT!!!!!!!!!!!!
Why in the HELL Comcast do I need to tell your Techs how to do there job and WHY DIDNT THEY TELL ME THIS THE FIRST TIME!
Anyway a tech will be here in the morning. I have been a customer since Road Runner. I also have ATT Uverse at a property 5 miles away, and it has not so much as bounced in a year. Really making me start to think now.
Thank you train_wreck for replying.
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train_wreck
Gold Problem solver
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610 Messages
9 years ago
It's up to the local Comcast franchise whether they've turned on 3 or 4 upstreams. Likely more and more areas will enable 4, as upload speeds for subscribers increase.
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wreedps
Visitor
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7 Messages
9 years ago
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train_wreck
Gold Problem solver
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610 Messages
9 years ago
Yeah, your upstream power is too low. See this topic we have about connection issues: http://forums.businesshelp.comcast.com/t5/Connectivity/Connection-Troubleshooting-Tips/td-p/25861/jump-to/first-unread-message
You'll need to get a tech out. You can try calling back in & hoping you get someone knowledgeable, otherwise you could also send an IM to one of the mods on this forum (the red "Comcast_" users).
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wreedps
Visitor
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7 Messages
9 years ago
A really nice knowledge tech came out and said my house and modem are fine.
He said they have tickets open in the area for "sweeps" because of line noise. Anyway he gave me a cell phone number to call if they problem doesnt clear up in a few weeks.
Anyone ever heard of this?
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kraze
Problem solver
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305 Messages
9 years ago
Yes, some of the techs will do that since it cuts out the middleman and allows you to troubleshoot directly with the source. Plus, the more techs you have out the worse it looks on them, and they don't like it.
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wreedps
Visitor
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7 Messages
9 years ago
Ever heard of the "sweeps" he was talking about? He says basically they go around and try to fix bad houses putting noise back into the cable system.
He said they are actively doing that in my area.
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kraze
Problem solver
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305 Messages
9 years ago
Yup, sweeping the line is a pretty common practice ISPs will do to try and find issues.
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