Connectivity
Connectivity and managing Your Comcast Business network
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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 HardwareComplete
Acquire Downstream ChannelComplete
Upstream RangingComplete
DHCP BoundComplete
Set Time-of-DayComplete
Download CM Configuration FileComplete
RegistrationComplete

REGISTRATION COMPLETE

Downstream Channel

Downstream Frequency729000000 Hz699000000 Hz705000000 Hz711000000 Hz717000000 Hz723000000 Hz735000000 Hz741000000 Hz
Lock StatusLockedLockedLockedLockedLockedLockedLockedLocked
Modulation256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM
Symbol Rate5.360537 Msym/sec5.360537 Msym/sec5.360537 Msym/sec5.360537 Msym/sec5.360537 Msym/sec5.360537 Msym/sec5.360537 Msym/sec5.360537 Msym/sec
Downstream Power0.0 dBmV0.2 dBmV-0.1 dBmV-0.3 dBmV-0.3 dBmV-0.2 dBmV-0.1 dBmV0.1 dBmV
SNR40.4 dBmV40.8 dBmV40.8 dBmV40.0 dBmV40.0 dBmV39.9 dBmV40.3 dBmV39.5 dBmV

Upstream Channel

Upstream Frequency36100000 Hz29600000 Hz23000000 Hz0 Hz
Lock StatusLockedLockedLockedNot Locked
ModulationATDMAATDMAATDMAUnknown
Symbol Rate5120 sym/sec5120 sym/sec5120 sym/sec0 sym/sec
Upstream Power33.0 dBmV33.7 dBmV32.2 dBmV0 dBmV

 

 

 

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Trusted Forum Contributor

Re: Connection issues for last 2 weeks. Packet loss and random total connection loss

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/ju...

 

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_<name>" users).

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Re: Connection issues for last 2 weeks. Packet loss and random total connection loss

Thank you for the response! I thought that also.

 

Quick question: Should I only have 3 Upstream channels, or 4?

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Re: Connection issues for last 2 weeks. Packet loss and random total connection loss

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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Re: Connection issues for last 2 weeks. Packet loss and random total connection loss

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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Re: Connection issues for last 2 weeks. Packet loss and random total connection loss

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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Re: Connection issues for last 2 weeks. Packet loss and random total connection loss

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Re: Connection issues for last 2 weeks. Packet loss and random total connection loss

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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Re: Connection issues for last 2 weeks. Packet loss and random total connection loss

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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Re: Connection issues for last 2 weeks. Packet loss and random total connection loss

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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Re: Connection issues for last 2 weeks. Packet loss and random total connection loss

Yup, sweeping the line is a pretty common practice ISPs will do to try and find issues. 

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