| [Signals] COMCAST said my E2500 router is causing leakage. Hello everyone,
Comcast came by this morning, didn't knock on the door and interrupted my service. I go outside and low and behold two guys are out there. I asked them what the problem was and they said there was leakage and because they couldn't find it they were just going to interrupt the service. One of the guys said they noticed the leakage late last night and it was then decided that service would be interrupted.
I inform one of the guys that I actually pay extra money a month to comcast for servicing/repairs/tech support. So, to make a long story short, we go outside to where the box is and he takes the cover off. From there he tests the signals and he tells me whatever is not getting service in the home right now is the culprit. So we go back in and the internet is down.
The worker came in, disconnected my E2500 router, tested the modem, used his walkie talkie to speak with the guy that was outside and they ran a check. The guy outside said it was fine. He hooked the router back up, contacted the guy on the walkie talkie and said the signal was no longer fine. I had them do this several times and I also swapped out ethernet cables but, according to them, the problem still persisted. They then told me I couldn’t hook my router back up and said if I hooked it back up they would just shut the service off.
I’ve had this router since December 11th 2011. I’ve never had any issues before and no one, aside from me, can access the settings of the router or the computer, so it’s not like kids were mucking around and screwed things up.
So, were these guys telling the truth or could there be something else going on? I’m using a small RCA/Thomson model. I checked the modem diagnostics and have attached a pic that shows what is going on when the modem I connected. I’ll hook the router back up, test again and post an image if you guys think it will help.
Again, do you guys think it could be the router causing the leak or could it be something else? |
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 pflogBueller? Bueller?Premium,MVM
join:2001-09-01
El Dorado Hills, CA
kudos:3 | There is no way a router behind the cable modem is causing "leakage" of the data/physical layer. Something doesn't add up here...if anything it would be the cable modem causing problems.
Is the cable modem on a splitter? Perhaps there's a TV connected which is causing the signal leakage/noise?
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"I drank what?" -Socrates |
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| reply to Gyp Thompson
The router isn't connected via coax so I would not think it could cause any leakage back into the network.
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»www.VAJeeps.com
»www.BronzedBod.com |
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| reply to pflog
I just hooked my router back up so I could see if the settings would change and I attached a pic.
Internet is upstairs and cable tv service is upstairs and downstairs. On one side of the house is the cable box. On the other side of the house is my breaker. Years ago comcast had to hook the wires up under my roof, from the side where the cable box is to the side where the breaker is because they said CA law requires. BTW, I'm in the Bay Area of California. My apologies for not providing this info in my previous post.
On the outside, there are two splitters. One is a splitter that has one input and four outputs. The other is a splitter with one input and two outputs. I believe the one with one input and two outputs is the one with internet service.
So at this point what do I do? I just hooked the router back up. |
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| I wouldn't do anything. Use your router like you want. It's not causing leakage into Comcast's network. You had idiot techs out to your home.
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»www.VAJeeps.com
»www.BronzedBod.com |
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| reply to pflog
Technically this is possible but the chances are very slim.
The router plugs into the modem with a cable right? well that cable can carry noise or excess power or a number of things to cause, just like dirty power can cause signal issues for devices.
That said the issue could be the cable modem itself, it could have a problem when data is converted from it's Ethernet to coax thus be a bad network port on the modem or something else.
Only way to test really is plug another router in or a pc directly and have them check.
If it's all fine still the router could simply be providing too much power over the low voltage of the network or noise on it that is back feeding.
So for those saying not possible this is possible, but again it's rare. If they tested multiple times I doubt they made it up, just you need to figure out for sure is it the modem or the router. |
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 EGThe wings of lovePremium
join:2006-11-18
Union, NJ
kudos:9 | reply to ExoticFish
said by ExoticFish: You had idiot techs out to your home.
Hmmm... If they were from CC's *noise police* dept., these guys are typically far from being "idiots"... |
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| reply to AnonMan
The router has two ethernet cables. One is going to the pc and the other to the cable modem. The cable modem has a cable wire. We swapped out the ethernet cables and they said the problem was still there.
My question is this, how can a router all of a sudden provide too much power? I've had it for a year, so if it was going to malfunction wouldn't it provide minimal power?
I don't have access to another router so I can't test that. I do have access to another pc but there is no use in testing that with this router. |
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 DrDrewSo that others may surf.
join:2009-01-28
SoCal
kudos:8 | reply to ExoticFish
dup |
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DrDrewSo that others may surf.
join:2009-01-28
SoCal
kudos:8 | reply to ExoticFish
Leakage was probably their catch all term for ingress...
It's possible a grounding problem with some of the connected electronics which is using the router as a path to the coax ground and is inducing noise on to the coax.
It's also possible if the router is a wireless model, that it's RF transmitter is faulty and causing RF interference directly with the nearby modem or coax.
Either can cause enough interference to enter the cable system to impact OTHER customers.
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If it's important, back it up... twice. Even 99.999% availability isn't enough sometimes. |
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| reply to EG
"Hmmm... If they were from CC's *noise police* dept., these guys are typically far from being "idiots"..."
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These are the same guys that were going to nuke the service without even knocking on the door and letting me know what was going on. Then I had to tell the guy to check all the cables to make sure they weren't the issue, but he didn't check the one coming from outside. I just don't see how a modem can do this.
This isn't my area of expertise, so I'm not saying they are idiots, but something doesn't sit right with me and I had issues with comcast before. |
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| reply to Gyp Thompson
I'm learning about all of this stuff as I type (ingress and the other term that alludes me right now) so I am a noob. This is not my area of expertise so I thank you all for helping me.
They said it would interfere with other customers, I've hooked the router back up but they did tell me they would kill it again if it came back. So should I just disconnect it and buy a new router or disconnect and get the comcast wireless router? |
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DrDrewSo that others may surf.
join:2009-01-28
SoCal
kudos:8 | It may not be the router causing the problem at all, it may be something else connected to the router, but using it as a path.
More troubleshooting is needed.
I've seen these sorts of problems caused by all sorts of things, including: loose coax connectors nearby wireless devices allow in noise; wireless routers too close to modems which then overwhelms internal RF shielding; power outlets with hot/neutral reversed causing hot chassis to ground out through the coax, etc.
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If it's important, back it up... twice. Even 99.999% availability isn't enough sometimes. |
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 panth1The Coyote
join:2000-12-11
Boca Raton, FL | reply to Gyp Thompson
said by Gyp Thompson :These are the same guys that were going to nuke the service without even knocking on the door and letting me know what was going on. Then I had to tell the guy to check all the cables to make sure they weren't the issue, but he didn't check the one coming from outside. I just don't see how a modem can do this. Most cable companies will install a high pass filter on the line and let the service techs find the noise. Assuming upstream noise. They figure knocking on the door to tell a customer noise is coming from their residence will result in them getting told to get lost. Plus they are probably running noise all day.
This forces the customer to call and let someone in to reconnect service and find whats' causing the noise.
Fortunately for you, you were home and they agreed to "troubleshoot" further. |
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| reply to DrDrew
So, what can I do on my end to troubleshoot? I don't have the tools they have nor do I have the knowledge. Should I just give comcast a call and set up an appointment for them to come out? |
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| reply to panth1
Ok, so I guess it's just normal procedure for them to do it the way they did it. So, in the mean time what should I do? |
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DrDrewSo that others may surf.
join:2009-01-28
SoCal
kudos:8 | reply to Gyp Tompson
said by Gyp Tompson :So, what can I do on my end to troubleshoot? I don't have the tools they have nor do I have the knowledge. Should I just give comcast a call and set up an appointment for them to come out?
That would probably be best. Let customer service know you were tagged for "signal leakage" inside the house.
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Two is one, one is none. If it's important, back it up... twice. Even 99.999% availability isn't enough sometimes. |
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| OK, I'll let them know. So are there any questions I need to specifically ask them? Or any info I need to come back and provide for you all? |
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| reply to DrDrew
Really now ? |
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| reply to Gyp Thompson
Some confusing use of terms, Leakage is not the correct term. NOISE would be what you were causing. If your router is causing leakage that would be a problem for you and the FCC to deal with not us. If you are causing NOISE to be injected into our network in the form of RF waves or just voltage, then we will cut you off to restore service to everyone else, no matter what made up service you think you have, THERE is NO service that says we will give you special treatment when you are injecting noise into the system, no matter what some salesmen told you. You cause bad SNR, we track it to you, either you are home and you let us disco the offending outlet/equipment causing the issue, or you get a 75 Ohm terminator on your tap port. Either way the node issue gets fixed.
That said, I doubt a bad Ethernet cable could cause that, it has to be some form of wave feeding over the Ethernet to the modem and across it to the RF, which indicates a bad router or a power issue, IMHO. Something like a floating neutral or bad neutral perhaps, damaged PSU maybe? Or possible a bad design internally on the router circuits.
Has it been seen before, why yes it has. Is it common. No its not. Could the techs have been wrong, certainly, but if you hook it back up and it makes noise, your going to get removed from the network and thus have NO INTERNET/TV/PHONE as opposed to just having it off the modem. Your call, but know they were serious, if they go to that tap and see noise coming off your drop again, it is curtains. |
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