Connectivity
Connectivity and managing Your Comcast Business network
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Isakua
Visitor

Connection drops every so often

Since new year, I am experiencing service interruption evry so often. It goes down a few minute and back on for a while, say 10 min to two hours or so. Then disconnect for a few minute. I rebooted modem but still the same. Please help.

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8 REPLIES 8
Trusted Forum Contributor

Re: Connection drops every so often

Head over to one of these pages and grab us your modems sigal levels. http://192.168.100.1 or http://10.0.0.1 or http://10.1.10.1/.  

 

 

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Isakua
Visitor

Re: Connection drops every so often

Hi, I don't quite understand what is the signal levels so I pasted the cable modem pages. Please let me know if you need more info. I am still experiencing brief interruption every so often. Thanks.

 

 

Cable Modem

Initilization Procedure

Initialize HardwareComplete
Acquire Downstream ChannelComplete
Upstream RangingComplete
DHCP BoundComplete
Set Time-of-DayComplete
Download CM Configuration FileComplete
RegistrationComplete
TRAFFIC ENABLED

Downstream Channel

Downstream Frequency584.999268 MHz578.998047 MHz591.000610 MHz597.001831 MHz
Lock StatusLockedLockedLockedLocked
Modulation256 QAM256 QAM256 QAM256 QAM
Symbol Rate5.360537Msym/sec5.360537Msym/sec5.360537Msym/sec5.360537Msym/sec
Downstream Power3.356138 dBmV4.376110 dBmV2.360349 dBmV3.161577 dBmV
SNR39.397190 dB38.605377 dB38.605377 dB39.397190 dB

Upstream Channel

Upstream Frequency30100000 Hz36500000 Hz18900000 Hz23700000 Hz
Lock StatusLockedLockedLockedLocked
Modulation64QAM64QAM64QAM64QAM
Symbol Rate5120 KSym/sec5120 KSym/sec2560 KSym/sec5120 KSym/sec
Upstream Power39.0000 dBmV39.5000 dBmV37.5000 dBmV38.0000 dBmV
Channel ID1234
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Trusted Forum Contributor

Re: Connection drops every so often

Your signal levels look good, but it's possible they are changing throghout the day. Were these signal levels grabbed during the issue in question or shortly after?

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Isakua
Visitor

Re: Connection drops every so often

Yes.

 

I talked with customer support and they said my modem is ok. Ping test shows no problem. They said that my internal network would be a problem. So I connected PC directly to the modem to test the interruption. As a result, I am still having the problem even from the PC directly connected to the modem.

 

 Any idea?

 

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Forum Contributor

Re: Connection drops every so often

What model of modem?

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Isakua
Visitor

Re: Connection drops every so often

SMCD3G

 

Rev 1.1.0 29-CCR

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Forum Contributor

Re: Connection drops every so often

Call them and make a stink to get the modem replaced.  I'd bet the power "wall wart" has gone bad and is not supplying clean voltage or is supplying low voltage at the device's current.  If your feeling charitable you might find a "wall wart" with appropriate voltage rating and plug polarity and change it yourself.

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Isakua
Visitor

Re: Connection drops every so often

This was not a modem problem. I called them to cancel static IP address, then Comcast did something on my modem from remote, then the probem seems fixed. Since then, there was no interruption occur. I don't know what did they do to the modem, but it works fine since then. By the way, today they reset my modem and my IP address is no longer static. The problem was that they did not noitfy me before they reset so I had to figure out what was happend and re-configure the modem since they wiped my port forwarding settings. Good job Comcast Smiley Sad

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