dslreports logo
site
 
    All Forums Hot Topics Gallery
spc

spacer




how-to block ads


Search Topic:
uniqs
6020
share rss forum feed


noc007

join:2002-06-18
Cumming, GA
Reviews:
·Comcast
reply to Gyp Thompson

Re: [Signals] COMCAST said my E2500 router is causing leakage.

Did you connect a computer up directly to the modem when they were checking the line? If you don't believe you router is faulty, that's a quick way to try and rule it out. There's a really good chance your router is faulty and needs to be warrantied or replaced.

If it's out of warranty, then it lasted longer than the manufacturer guaranteed it would last. The average consumer wants their tech on the cheap; the manufactures know this and have to reduce their quality to get to that price point. Most of these companies are there to make profit to make the shareholders, not the customers, happy.

Personally I got tired of throwing my money away at consumer grade routers that had software bugs that rarely ever got fixed and the hardware wouldn't make it much past the warranty. These were even well regarded networking companies with positive reviews, but the reviews didn't always find/cover the bugs and definitely couldn't cover longevity. I've instead opted to just build my own out of PC parts that have long warranties and loaded pfSense onto it.



Gyp Thompson

@comcast.net
reply to flwpwr

@flwpwr, you said:

quote:
Some confusing use of terms, Leakage is not the correct term.
So should I call up Comcast and tell them leakage isn't the correct term and that the notice I'm holding in my hands that says "URGENT NOTICE! SIGNAL LEAKAGE ALERT" and "URGENT NOTICE! SIGNAL LEAKAGE SERVICE INTERRUPTION NOTICE" are incorrect and that the terminology used by the workers was also incorrect?

quote:
If your router is causing leakage that would be a problem for you and the FCC to deal with not us.
The note I have actually says Comcast is required by the FCC to repair any detected leaks, so are you sure it's just between me and the FCC? Why exactly did you guys come to my home again?

quote:
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
According to the guys who came out no one else had an issue with service. No calls came in. Nothing.

quote:
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.
I think you should probably back away from the computer screen for a bit, stop handling Comcast calls, cease relying on selective reading antics and utilize critical reading skills. I did not speak to a salesmen; there is nothing in any of my posts that suggest I spoke to a salesmen. I did not say I had a "made up service", but did say that I PAY extra money per month for TECH SUPPORT and for them to fix issues. Where did I say anything about special treatment?

quote:
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.
Yes, either way the issue gets fixed and me going to another company for internet service, as well as tv services, will also rectify the issue. The question however is what do I need to do NOW? Aside from disconnecting the router is there anything else I need to do or is there something I need to tell Comcast or tell the new guys that come out? Is there any information I need to get from them that I need to post here? However, I would appreciate it if YOU didn't answer and that other people on the forum would chime in. Your post came off hostile and I don't have time for that, especially when I'm the one footing the bill around here for my services, and you aren't.

quote:
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.
The things you listed are beyond my realm of expertise and I'm simply going off the information that is in my hand and the information provided to me when the workers came out. My question is, and I'm not asking YOU personally, is what do I do now? Has the issue been truly resolved or is this something they need to look at again?

quote:
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.
And if they remove me from the network then they are going to have to send someone back out to check EVERYTHING, WHICH THEY DIDN'T, to see what exactly is the problem.

You just can't cut something off and not fix it and if they do something like that I'll cancel the service and that $120+ per month going to Comcast goes as well. Will they miss it? Hell no, but I'm not going to be jerked around.

At this time, the router IS disconnected, but tomorrow they are going to have to come out because I PAY extra money each month for them to handle service issues.

quote:
Your call, but know they were serious, if they go to that tap and see noise coming off your drop again, it is curtains.
They aren't the only internet provider here. They aren't the only company that provides tv services.

In closing, in the future, I would appreciate it if you didn't respond. Let the others who've been responding to my posts help me out. You just go ahead and handle some other Comcast customer or whatever it is you Comcast employees do, but let someone else here help me. Ok? Bye!


Gyp Thompson

@comcast.net
reply to noc007

quote:
Did you connect a computer up directly to the modem when they were checking the line? If you don't believe you router is faulty, that's a quick way to try and rule it out. There's a really good chance your router is faulty and needs to be warrantied or replaced.
The router is just a little over a month past the manufacturer warranty date. Yes, the modem was connected to the router and directly to the PC.

quote:
If it's out of warranty, then it lasted longer than the manufacturer guaranteed it would last. The average consumer wants their tech on the cheap; the manufactures know this and have to reduce their quality to get to that price point. Most of these companies are there to make profit to make the shareholders, not the customers, happy.
Ok.

quote:
Personally I got tired of throwing my money away at consumer grade routers that had software bugs that rarely ever got fixed and the hardware wouldn't make it much past the warranty. These were even well regarded networking companies with positive reviews, but the reviews didn't always find/cover the bugs and definitely couldn't cover longevity. I've instead opted to just build my own out of PC parts that have long warranties and loaded pfSense onto it.
I really don't have the time for all of that. I need custom built rigs for the type of work that I do and thats about it. I wouldn't need a custom built rig just for internet service.

But thanks for the help man.


Gyp Thompson

@comcast.net

UPDATE: I spoke with comcast today and a woman was able to look at the tech calls and she said no one was scheduled for yesterday and that she didn't see any problem areas from yesterday or the night before. She checked the levels without the router hooked up and she said they were normal. She checked the levels with the router hooked up and, again, said they were normal.

They're coming back out tommorow to redo all the wiring, but I have my router hooked back up.



DrDrew
That others may surf
Premium
join:2009-01-28
SoCal
kudos:15

said by Gyp Thompson :

UPDATE: I spoke with comcast today and a woman was able to look at the tech calls and she said no one was scheduled for yesterday and that she didn't see any problem areas from yesterday or the night before. She checked the levels without the router hooked up and she said they were normal. She checked the levels with the router hooked up and, again, said they were normal.

They're coming back out tommorow to redo all the wiring, but I have my router hooked back up.

Remote CSRs can't see the noise or leakage and it doesn't normally affect the levels reported by the modem that the CSRs can see. Mostly these issues can only be "seen" by techs using specific analyzers or leakage meters in the area. If bad enough other customers in the area will "see" the issue as intermittent modem trouble, slow speeds, packet loss, and choppy voice calls.

Frequently, system/maintenance techs looking for noise/leakage don't have any particular work orders for addresses. They're doing normal routine maintenance, which includes noise/leakage abatement. They'll tag, filter, and/or disco offenders which forces them to call in for a service appointment. Leaving it working often just results in confusing calls to tech support and cancelled truck rolls which result in the interference still happening.

Any which way, a system with a good maintenance plan will have techs like those monitoring the noise/leakage and getting them repaired ASAP. Letting it fester just makes service unreliable.
--
Two is one, one is none. If it's important, back it up... Somethimes 99.999% availability isn't even good enough.


Gyp Thompson

@comcast.net

Well, if anything happens I have her name. I asked her if she understood what I was talking about and she said yes. She told me there was never a problem in the area to begin with and the first two guys that came out told me no other customers called about the problem but that they saw the problem and then decided someone would be sent out in the morning. The guy from yesterday said they did have an order, from Comcast itself not because anyone called. BTW, the two people I spoke with today said they should have knocked on the door.

I want them to fix the problem, I don't want my service to impact anyone else which is why I'm asking questions, trying to get things resolved, etc. If push comes to shove and I have to dump my router, is the comcast wireless modem something I should look into?


Dan2112

join:2001-08-24
San Jose, CA
reply to Gyp Thompson

Did you get the names of the techs that visited? Check ID? Call me paranoid, but it sounds fishy to me.


ExoticFish

join:2008-08-31
Stuarts Draft, VA
reply to Gyp Thompson

said by Gyp Thompson :

is the comcast wireless modem something I should look into?

Absolutely not.
--
»www.VAJeeps.com
»www.BronzedBod.com


Gyp Thompson

@comcast.net

@Dan2112, I didn't get their info. I don't doubt they were comcast. There were two trucks there, they knew exactly where everything was, other people were calling in on the radio, they had all the gear all the other comcast guys had before. If they weren't comcast, they either stole the trucks and gear or they were fbi, cia, mossad or some other "group." I'm not doing anything illegal for those guys to even look my way, so I don't think that's the case.

@ExoticFish, why not? Is there a thread here where I can read about this modem? Or do you mind explaining it to me?


ExoticFish

join:2008-08-31
Stuarts Draft, VA

You do not need to RENT a modem/router from Comcast and pay them an additional fee every month just because two random people say your router is causing problems.

Personally I would simply continue to use everything like you were before. IF and a big IF some guys return and attempt to disconnect your service then contact your local office or the corporate office and get to the bottom of what they claim is going on. I'd be willing to bet that you don't hear anything else from those guys though.
--
»www.VAJeeps.com
»www.BronzedBod.com



IowaCowboy
Iowa native
Premium
join:2010-10-16
Springfield, MA
Reviews:
·Verizon Broadban..
·Comcast
reply to Gyp Thompson

From what you are saying it sounds like the leakage/ingress issue is being caused by wiring issues.

The first solution would be to put terminators on all unused cable outlets or unused splitter ports.

The second solution is to replace the fittings, wiring, and/or the splitters.

You could also have a device that is causing ingress or a TV is using the CATV line as a ground (usually caused by faulty equipment or electrical wiring).



hortnut
Huh?

join:2005-09-25
PNW
kudos:1
Reviews:
·Comcast

said by IowaCowboy:

From what you are saying it sounds like the leakage/ingress issue is being caused by wiring issues.

The first solution would be to put terminators on all unused cable outlets or unused splitter ports.

The second solution is to replace the fittings, wiring, and/or the splitters.

You could also have a device that is causing ingress or a TV is using the CATV line as a ground (usually caused by faulty equipment or electrical wiring).

.
Did you read the OP and subsequent posts by Original Poster? He said, more than once:
"I inform [sic] one of the guys that I actually pay extra money a month to comcast for servicing/repairs/tech support."

Now from that, I take it, Comcast will take care of inside and outside wiring and all things connected, the same DISH did when I took out their Line Maintenance Service. The same when I had DSL, a few years back.

I know CenturyLink has taken care of some Line oddities for a relative in a Ranch House built in 1955 where the line maintenance option is purchased.

Just trying to keep discussion on track for the OP. If he wishes to experiment, then good for him!

harald

join:2010-10-22
Columbus, OH
kudos:1
reply to Gyp Thomson

said by Gyp Thomson :

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.

This is an electrical code issue. The cable must be grounded to the same ground as the elctrical service, and the cable box must be located there. Sounds like something is out of whack here.

How old is your house? Is your equipment plugged into properly-grounded outlets?

Regardless of what terminology they used, the Comcast guys are looking for ingress into the cable system or egress from it. The former because it messes up their system, the latter because it violates federal regulations. The FCC also checks for the latter, and sends out notices of violations. Here's an example:

»transition.fcc.gov/eb/FieldNotic···5A1.html

So the first step is to get the cable installed correctly, if it is not at present. That means a drop from the pole to the general location of your electrical service, preferable without splices, at which point it get's connected to a ground block which is bonded to the electrical service ground. From there it runs to the cable box (sometimes the ground is inside the cable box.


IowaCowboy
Iowa native
Premium
join:2010-10-16
Springfield, MA

My drop is underground and it goes from the ped to the back of the house and then it goes inside and back to the front where the electrical panel is. It is grounded at the electric panel.



gar187er
I do this for a living

join:2006-06-24
Dover, DE
kudos:4
reply to Dan2112

techs knock on doors all the time. either let them in, or you will get shut off.
--
I'm better than you!



Gyp Thompson

@comcast.net

But in my case they never knocked.

@ harald, I understand what you're saying about the code issue. Comcast did it that way years ago. The house was made in the late sixties. Yes, the equipment is plugged into properly-grounded outlets.



PeteC2
Got Mouse?
Premium,MVM
join:2002-01-20
Bristol, CT
kudos:6
Reviews:
·Comcast

1 recommendation

reply to Gyp Thompson

said by Gyp Thompson :

@ExoticFish, why not? Is there a thread here where I can read about this modem? Or do you mind explaining it to me?

If I may detail that advice a bit further?

Comcast does not supply any customer routers (anymore), rather they can supply you with a wireless gateway. Folks will tell you (endlessly!) about these devices being notoriously poor, and they are correct.

What compounds these modem/router combo units is that Comcast controls the firmware, including which user-features are accessible to you. You are infinitely better served by a cable modem (or emta modem in case of phone service) and a quality stand alone router.

I really am not sure that your Cisco E2500 is the culprit or not...but at the same time, from a peace of mind point of view, perhaps a new router would not be an unreasonable purchase, but I would absolutely recommend against getting a wireless gateway.
--
Deeds, not words


cielbleu

@videotron.ca

Your router probably cause noise on the cable node, if you plug it back, they will know, cause noise is monitored, and they know it is coming from your house now. If you're lucky, they will maybe knock at your door again, maybe just put a filter at the pole to shutdown the noise and your Internet connection.

Most CSR and people here on the Internet who never worked in catv plant maintenance know nothing about that...

Copied from a catv technical forum about this subject :

Wireless Router (non-modem) causing FEC Alarm/Corrected Packets...
« on: February 16, 2012, 03:00:19 PM »

I just finished an interesting one...

We have had an upstream port on the 10k that has been alarming for FEC Corrected on and off for about a week. This upstream port is shared by seven relatively small nodes (I think there are 200 modems total.)

I was never able to catch any noise in the return spectrum when viewing it live and the historical charts didn't show any either. Went to the hub today when it was in alarm and started at the return combiner for that port and pulled the pad for each node while watching a live poll of the FEC. (It polls the FEC Corrected/Uncorrected once a second for 60 seconds.) Did this under the radar because...well... it's daytime and a no-no LOL. But we isolated it to a node... tracked it out in the field the same way, one watching hte live poll and another guy pulling pads. Chasing the direction that drops the corrected count to 0.

Track it to a shitty trailer park of course... next to last tap in the run and into the house.

It ended up being the customers wireless router. I had a tech come out and swap the modem just to be sure; but when you plug this guys router in the activity went crazy and you instantly see corrected packets on the 10k port. (Anywhere between 5-40%). We tried his xbox and PC plugged in to the modem directly and no problem at all...

I've had a bad modem cause it before; but never a wireless router that wasn't hooked into the plant.



Gyp Thompson

@comcast.net

The guy who came out tonight took out his hand held scanner, ran it and said there was a leak caused by a port not being capped off. He waved it back and forth and the thing started going crazy. He said they should have fixed it when they came out and said they didn't know what they were talking about. He then fixed it, ran his gadget again and it didn't beep off or anything.

He asked if there were splitters in the home and I told him no because there aren't any. We went to where the cable box is and he checked all of that and it was good. So we went back out, he checked everything one more time, assured me there was **no leaking or noise** and said if someone ever comes out again to get their name.



cielbleu

@videotron.ca

The guy who come to your home was a service technician looking for signal leakage. The two technicians before was probably maintenance technicians looking for ingress, noise on the return patch. If somebody don't know what he's talking about, it's probably the service technician, even if he think he knows.

Anyway, just plug back your router and if the two guys come back to disconnect your Internet connection, you will know your router is causing problem on the cable plant.



Gyp Thompson

@comcast.net

Well, that may or may not be true, but since the first two guys were out to fix things wouldn't it make sense for them to fix the port? Why did he have to do it if they know more, etc?

BTW, he used the terms ingress and egress and said the only problem he detected was the leak from the port not being capped. He said aside from that problem, which they should have fixed, there were no other issues.