Visitor
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2 Messages
Intermittent Internet Drops, and High Upstream Power 50+dBmV on multiple coax outlets tested.
Hi folks I have noticed over the last few months my internet signal has been dropping out with increased frequency.
I have an older Motorola MG7315 Modem but it has been working fine for a long time. I have looked at getting a replacement but wanted to do a little diagnostics first.
Since I have had recent connectivity issues I was doing some troubleshooting:
- I'm getting about 1/4 of the the speed I'm paying for (<100 MBs)
- I'm also having intermittent internet service drops that can last anywhere from a few minutes to 30 min.
- They appear to occur randomly.
I tried some troubleshooting see below. But I'm wondering if there is anything else I can try on my end or if I need to try and setup an xfinity service call.
- I visually inspected the coax cable to the modem and it appears fine (looks coppery and shiny)
- Initially one of the coax connections was a little loose but i made sure they were both nice and tight and their doesn't appear to be any kinks or damage to the cable.
- I pulled the diagnostics from the modem and noticed the downstream values are in the expected range but the upstream channels are pinned at ~50+ dbmV (this would suggest "noise" on the upstream line which seems like a red flag)
- I pulled the diagnostic log and am getting thousands of Uncorrected Codeword Errors and multiple T3/T4 Timeouts in my event logs. (
- I tested both active coax outlets in the house and the results are the same.
Is there any additional troubleshooting I should I try? I'm beginning to think the data above is pointing towards and issue with the line at the drop or the main splitter. I thought about a getting a new modem, but it seems like the issue is not likely the modem itself.
I appreciate anyone's input or suggestion.
EG
Expert
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116.9K Messages
1 day ago
Some things you could try if they apply;
In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/reconfigured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.
Also, check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, or animal chews.
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
Good luck with it !
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