US Cable Support > Comcast HSI > My Vonage Cuts in/out on upstream on Comcast

reply to nate1234

Re: My Vonage Cuts in/out on upstream on Comcast

Can you try and make a stick diagram of the cables?

Or like this: Node=>ground block=> 2 way splitter=> Modem

thought your directional coupler (genesis II splitter) was a standard 2-way splitter. looks like the setup is correct.

What does that Directional coupler do? wouldn't it be better to go with a 3-way splitter? The genisis is -9db, right?

I used to have a 3-way in there before, but the tech replaced it.

reply to nate1234
The directional coupler attenuates a set dB value (any where from 4 to 36 dB and higher) on the tap leg and sends the rest through the other output. They're used in hsi & cdv installations to isolate the modem/emta from the rest of the house. (I should add that I'm a comcast tech in the twin cities). The higher the value of the directional coupler, the more signal goes through the out leg, in this case roughly 1-2 dB loss on the out leg.

ah... I see.

reply to vaprtrl1969
vaprtrl1969,

Do you have any theories why my Vonage upstream connection cuts in/out when I talk with someone on the phone?

He is most likely going to say what I said, your upload speed is terrible. A better question to ask is: why is my upload speed so terrible?

reply to DrumAt5280
Does your connection cut out, or is it the party on the other end of the conversation. My guess would be you may have some digital packet loss issues. Do you have issues with your tvs as well?

reply to nate1234
I just ran another test:

24m/.5m up.

I would gladly give up some of the download speed for more upload.

Just I just call Comcast back and have them send another tech?

shoot an email to We_can_help@cable.comcast.com or tweet @comcaststeve, @comcastbill, or @comcastdete (they are online right now)

reply to vaprtrl1969
No issues with the TV's.

On the phone calls, they can hear me breaking up a lot and I can hear them just fine.

I ran a line quality test which is posted in this thread which appeared to have passed.

Usually when we get these types of trouble calls, it's usually a problem with bad bit error rates (essentially digital packet loss). The cause can be anything from a bad fitting somewhere to a problem in the plant. I would say that you would probably need to get another tech out to isolate the problem. sorry

reply to nate1234
Frank from Comcast just contacted me via email, I think he might be helping me out.

Thanks everyone for all your help - this forum has really grown since I started here in 2002.

Post back with updates!

Frank emailed me to try the phone again, and when I did it worked fine.

So I asked him what he did and his reply was:

"I reprovisioned the modem. Basically removed the existing bootfile and replaced with a new one. Prior to doing that ping time was high, but after ping times returned to normal."

Did your IP address change when the modem was rebooted?

I just checked and my IP address was the same as before he worked on it.