Connectivity
Connectivity and managing Your Comcast Business network
Male IT Specialist Holds Laptop and Discusses Work with Female Server Technician. They're Standing in Data Center, Rack Server Cabinet is Open.
New Member

A few minutes each day

Over the last few months a problem has begun to crop up where we will lose connectivity for about 1 or 2 minutes.  At first it was doing it maybe a few times per week and it seemed to occur most often between the hours of 12-1pm but now it is occuring at least once per day and happening at just about any hour.

 

Our internet connection works great otherwise, and i'm glad that the disconnects have been limited  to only short durations so far, but that is still enough to disrupt our VoIP traffic, cause any pending transfer to fail, and wreak havic with our VPN.

 

Every time it occurs I can log into our gateway at 10.1.10.1 and witness the modem slowly going through the steps to reconnect until it finally does.

 

Our SNR is usually pretty constant at around 36 dB on all 4 channels.  Downstream power ranges from 2.37 to 4.8 dBmV.  Upstream power is 38.75 dBmV on both channels.  From what I understand, these are all acceptable values.  I'm confused as to what the problem might be.

0 Kudos
1 ACCEPTED SOLUTION

Accepted Solutions
Highlighted
Community Manager
Community Manager

Re: A few minutes each day

Hello GotNoRice and welcome to the forum!

 

I agreed that your reading is within acceptable perimeter, but it is very concerning that it is intermittent without any pattern.

 

Checking our IP-Gateway status at your location however, it has degradation on the Upstream Rx Power.

Also it resets frequently with noted Upstream BER (bit error rate).

 

Please send me your information via PM, so I can assist you in setting up a service call. 

 

Please include the following: account number, contact number and business hours of opearation.

 

Thank You

View solution in original post

0 Kudos
3 REPLIES 3
Highlighted
Community Manager
Community Manager

Re: A few minutes each day

Hello GotNoRice and welcome to the forum!

 

I agreed that your reading is within acceptable perimeter, but it is very concerning that it is intermittent without any pattern.

 

Checking our IP-Gateway status at your location however, it has degradation on the Upstream Rx Power.

Also it resets frequently with noted Upstream BER (bit error rate).

 

Please send me your information via PM, so I can assist you in setting up a service call. 

 

Please include the following: account number, contact number and business hours of opearation.

 

Thank You

View solution in original post

0 Kudos
Highlighted
Visitor

Re: A few minutes each day

There's a message on the Comcast discussion at dlsreports.com that talks about a bug in May 2012 SMC D3G software update. 

 

A user reported that it can take from 1 to 30 minutes to recover.

 

It's a known issue and will be patched.

 

Details at: http://www.dslreports.com/forum/r27152924-Connectivity-Bug-in-May-2012-SMC-D3G-Software-Update-

0 Kudos
Highlighted
Community Manager
Community Manager

Re: A few minutes each day

Tom,

Comcast Engineers are working with SMC, the manufacturer of the SMCD3G, to correct this issue.  This should be resolved over the weekend.  The affected gateways will require a reset in order to download the software update.

 

 

Thank you

0 Kudos