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Connection Issues

Connection Issues

I've been a Comcast customer for over 6 years now. I moved in September and bought a 6141 right off the bat. It's been working fine up until about two weeks ago. Now I am getting frequent 10-30 minute drops in my Internet, although the lights on the modem look like they do the rest of the time. When I called in, the agent noted some dropped packets and slow replies, but when the tech came out yesterday he said all was good.

 

This morning it was down completely for about 30 minutes. I called in and the agent saw that, but he did a reset and it came back up. He considered it closed but I wasn't convinced. Anyways we called it good.

 

About 10 minutes later it went down again, but this was just brief. I've been running the smokeping tool from DSLReport and here is what it shows. I'm in Lansing, MI so just down the street literally from the LiquidWeb test spot.

 

http://www.dslreports.com/smokeping?target=6ebb71bda5248b39ead762380c31482d.Michigan

 

Signal strength: https://dl.dropboxusercontent.com/u/6375163/signal.PNG

Logfile showing frequent reboots due to lost IP etc.: https://dl.dropboxusercontent.com/u/6375163/log.PNG

 

Any help?

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Trusted Forum Contributor

Re: Connection Issues

Your downstream power level is a little on the high end. You have three channels out of spec and five that are within spec but could be  fluctuatingout of spec.  Your upstream power level is also a bit low and should always be above 35.

 

Have you gone over the wiring in your business and confirmed nothing is broken/damaged and everything is tight? Also do you have any splitters on your path that can be removed?

Re: Connection Issues

Thanks for the feedback - when I showed the technician yesterday at first he didn't know what the screen was, then he realized and said all those numbers were perfect.

 

This is in a home. The modem outlet is the only line running. It's about 20 feet from the outside connection.

 

This wasn't clear in my initial post - when it's working, I'm at full 20/2 all the time. There is no "degraded" signal or anything like that. When it doesn't work, it's dead.

 

The tech said that they would put my modem on a special service to check continuously and call me if something showed up, but given the DSLReports graphic showing continuous breaks I'm not sure if that's happening?

Trusted Forum Contributor

Re: Connection Issues

If I remember correctly those checks only run for a short period and if nothing is seen they are disabled. As for your issue. You will need to contact Comcast and ask that they diagnose the signal levels as that appears to be the issue here.

Re: Connection Issues

After another bad night I called and they said they cannot check power levels on my modem since it's mine, so they're sending a tech out tomorrow. They also gave me the shtick about not being able to do anything if it's my modem. What are the odds that it's my modem? It's two months old - do those things go bad?

Trusted Forum Contributor

Re: Connection Issues

It's possible it could be the modem but it's hard to say. In the six years I've been with Comcast I don't think I've ever actually had a bad modem, but it's definitely been replaced a few dozen times. Pretty simple way to test. When the tech is out there ask that they put a Comcast modem in. You'll have to start paying the rental fee for it but it's an easy way to test.

Re: Connection Issues

Progress! This tech put his analyzer on the house and said "Woah - I don't see this too often" Smiley Happy

 

Power levels are fluctuating, he's not happy with how the inside connections were made from the outside, but he tested more and it's happening in the outside line. So we're making headway...

Re: Connection Issues

So the update... The tech spent about an hour here Sunday. He left and said he'd come back with a lineman because it's a line issue. They returned that evening, but it started raining heavy and he explained that they need to open the box where the fiber is converted to cable, and that box can't get wet. He promised a Monday morning return so all good by noon Monday.

 

It rained Monday so I cut him slack Smiley Wink

 

Today it did not rain. And I'm still up and down. I called this evening, told him the story about the line crew not returning, and customer service told me to power cycle the modem. I did so, he proceeded to give me a CR number and asked what else he could do.


Sigh...

 

I explained again the story, and he said that line crews are not part of Comcast so he couldn't help me. The best he could do was send a tech out next Monday! I said that's not acceptable. He found a tech who could come out yet by 8p this evening.

 

At 9p I called and asked what happened, and the rep said that my appointment was next Monday. I asked about what happened to tonight, and after another long hold he came back to say the field tech realized this was a line tech issue, and that no line techs were available until Monday.

 

I asked for a credit since we've been barely able to use the Internet for two weeks now, and it looks like it'll be another week (at least), and the rep said that since I have Internet some of the time that I can't get any sort of credit. He also noted that it's possible that having my own modem caused problems with the outside line (is that even possible?) If so, I'd be held responsible.

Trusted Forum Contributor

Re: Connection Issues

That sounds like they didn't know how to properly help and just fell back on generic responses. It's good that you got a CR number. That generally means a request has been opened to level 2 and that someone should be investigating. Not likely you'll get a call but they can see a wider range of systems to identify problems. If it's as bad as the tech said it was they'll see it and put in a work order.

Re: Connection Issues

So we left off Tuesday when they cancelled my appointment with a field tech so they could send out a line tech.

 

Yesterday, a field tech showed up.

 

He found no issues at all, and told me to reboot my modem. Or buy a new one.

 

Well played Comcast...

Trusted Forum Contributor

Re: Connection Issues

I am sorry to hear that :/ I'd recommend getting the number to the tech supervisor in your area the next time there is a tech out and give him a call directly. It sounds like your issue is being miscommunicated when it's being translated between departments(which is pretty normal for Comcast). 

Re: Connection Issues

In looking at the DSLReports smokeping test from the first post - I've been fine since Thursday evening. I'm guessing (hoping?) that they did the line work at that time...

 

Here is my current power snapshot.

 

https://dl.dropboxusercontent.com/u/6375163/signal2.PNG

 

Compared to "before"

 

https://dl.dropboxusercontent.com/u/6375163/signal.PNG

Trusted Forum Contributor

Re: Connection Issues

Your downstream power level is much better, but your upstream is still out of spec. It should be between 35-50. With it being that close it's hard to say if you'll see issues or not.