I am getting low upstream power on my modem connection since the beginning of the week when there was an outage in my area. I keep getting between 10 to 20 percent packet loss and it is impacting my business. I have contacted technical support and was told I would get a call back from a local tech. I did not get any calls and the issue is still ongoing. Any help would be appreciated. I was by tech support that my power lever should be higher than 45dBmV. See below for my current levels.
Upstream Bonded Channels
|Channel||Channel ID||Lock Status||US Channel Type||Frequency||Width||Power|
|1||3||Locked||SC-QAM Upstream||22800000 Hz||6400000 Hz||38.0 dBmV|
|2||1||Locked||SC-QAM Upstream||35600000 Hz||6400000 Hz||37.0 dBmV|
|3||2||Locked||SC-QAM Upstream||29200000 Hz||6400000 Hz||37.0 dBmV|
|4||4||Locked||SC-QAM Upstream||16400000 Hz||6400000 Hz||38.0 dBmV|
|5||5||Locked||SC-QAM Upstream||39600000 Hz||1600000 Hz||37.0 dBmV|
Hello @krisok77, thanks for reaching out about the connection issues. We definitely understand how vital it is for your business to have a solid and steady connection! We would be glad to look into this for you. To get started can you please send us a private message including your name, the business name, the complete service address (including city, state, ZIP, suite number, etc), and the phone or account number?
To send a Private Message please click on my handle, Comcast_Gina, and "send a message" 🙂
Keep calling Comcast. I find local techs often don't respond unless they get a couple notices.
But... Low upstream power is good. Low downstream power is bad.
Upstream power is the power used by your modem to send data. The cable will increase the upstream power if your connection is not very good, and more power is required to complete the connection. 37-55 dbmV are usually "good" (but may depend on the modem). So looks like that part is alright for you.
The downstream power is the strength of the signal you are receiving. Depends a bit on your modem what is "good". But +/- 8dB is good (+/- 15dB is normal for some modems). A signal that is too strong can cause problems as well but is easily fixed with a splitter or an attenuator.
The most important number is usually signal to noise (SNR) which should be > 30 dB.
Just as an example the numbers from my modem (Comcast provided "business gateway") which currently works well:
Upstream Power Level: 39-39 dBmV
Downstream Power Level: 10 dBmV
See if your modem has a display that shows how many errors you have. There may be some, but the number should be small. For example, in my case, I got something like 4 Billion total "codewords", but only 10 errors and they are labeled as "Correctable".