Boosnicole's profile

Regular Visitor

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3 Messages

Sat, Jan 16, 2021 10:00 AM

Channels dropping out

I've read the guidance ("start here") and checked all the levels on my modem. Everything looks good (plus the supervisor for my issue always says that, as well).

here's the background: I've had multiple techs come out. Each time they've replaced stuff on the outside of my house, plus had a lineman check "at the end of the street" and supposedly each time he's checked he has replaced something. The line on my street just services my house and my nextdoor neighbor. There is a line that goes along the street and then runs to a pole well onto my property (our houses are set really far back). I've asked for that line to be replaced but since it's running in between trees the tech has told me it would be really expensive so they are reluctant to do so.  Everything on the outside of my house and right inside where the line comes in has been replaced at this point.
What the symptoms are: with  multiple devices on the network, throughout the day some devices (but not all) will randomly drop out.  The internet seems to go down. If it happens to a laptop, I usually see: connected with no internet. It is random as to which device(s) go down.

my equipment is the latest from Xfinity: Technicolor CGM4331COM

plus I have 2 pods; the tech placed them to maximize signal in the house.

I have been monitoring the router and when this happens either most or all of the channels on the 2.4 band have completely dropped. Then they will recover in a couple of minutes. This is the only issue I can see with the tools available at 10.0.0.1.  Nothing in the logs, and no unrecoverable errors.

The latest thing the tech did was give me a new router and plugged a new cable directly from the splitter that's on the inside of my house to the router (so the router is sitting in my garage). He figured everything would be 100% with that setup and then I could move the new router into my house and it would point out that my inside wiring needs to be replaced. But we haven't gotten that far, still have issues, and now the tech and his supervisor aren't responding to me. I called the main Comcast and now have another appointment tomorrow with a new tech, but I'm afraid they are out of ideas at this point, and it's not helping that my modem levels (that they seemingly are monitoring) seem to be fine.  Any suggestions?

Responses

Regular Visitor

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3 Messages

4 m ago

Tech came out today and thought the upstream was a little low so he put a pad on the cable at the splitter. He doesn't think that will solve my issue. A couple of odd things - 1. The modem did 8 resets in the last 22 hours and 2. While he was standing there looking at the modem it randomly blinked. He didn't see any to the cause the resets, all my levels look good. The blinking he couldn't explain. He was concerned about the location of the modem (now in my garage) & really wants it back in the house. He seemed to think since the pods are only on the 2.4 band (I didn't realize they didn't use the 5 band) maybe they weren't getting enough of a signal from the router?  Since we had the same results in the house I don't see how it would make a difference?

 

Regular Visitor

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3 Messages

4 m ago

I seem to just be replying to myself. 😞 

The tech recommended we go without the pods so they are both unplugged. That seems to have helped tremendously. We've had only a couple of drops but it's possible they were due to other issues - I was able to contact the tech immediately after one and he said all the levels looked fine.
However , without the pods, about a third of our house isn't covered and we have less equipment online. I don't know if that's a factor.

so what now? Is there a secret to configuring the pods? It was suggested to me (by someone that owns the Amazon pods) that the pods need their own dedicated channels - one to talk to the router and one to talk to each other. Is that the problem I'm having? My neighbor's (Xfinity) internet is also on the same channels,  is there just too much traffic going on for them to function properly? Can someone provide a recommendation?

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