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chiguy

join:2010-06-21

Hot temps outside = bad internet/phone connection

Hi everyone, I have a bit of a weird situation and not sure how to get it rectified with Comcast.

I live near Chicago and every year when the temps outside get over about 85 degrees F, my internet is garbage. Intermittent periods of packet loss is the main culprit from what I can tell. Over the years I've had techs out, modem resets, replacing the grounding cable, trucks rolled to check the lines/nodes and all sorts of things that never help. My equipment is not the problem - the problem is somewhere in the Comcast network. Something is overheating and not performing. When I run speedtests to Chicago-area servers, I get 25mbps down and 5 up. Outside of Chicago and it drops to 7 down with frequent dips to 0.

So far, over the course of typing this post I've had a ping running to Google's 8.8.8.8 DNS server. Pings sent: 411, lost 41 (10% loss). Streaming netflix/amazon is basically impossible. Telephone service sort of works sometimes. Surfing the web is on/off or really slow, and online gaming is frustrating.

When the outside temperatures are under 85F, the service is rock-solid. Again, techs have replaced the wiring outside, tried different posts in the box, checked it on the pole, and who knows what else, but every year I can count on this problem when the temps go back up outside. Most of the time, if I do have a tech come out, the temps have either gone down or they come when the problem is not currently happening lol. Here is some info from my modem:

ARRIS DOCSIS 3.0 / PacketCable 1.5 Touchstone Telephony Modem
HW_REV: 3
VENDOR: Arris Interactive, L.L.C.
BOOTR: 1.2.1.25
SW_REV: 7.4.63A
MODEL: TM722G

Downstream
DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 4 669.00 MHz -10.53 dBmV 34.21 dB 256QAM 34127815146 806 0
Downstream 2 1 651.00 MHz -10.63 dBmV 34.08 dB 256QAM 29350323180 1438 5
Downstream 3 2 657.00 MHz -11.00 dBmV 34.08 dB 256QAM 28548823534 977 0
Downstream 4 3 663.00 MHz -10.63 dBmV 34.21 dB 256QAM 28126764448 832 0

Upstream
UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 1 36.40 MHz 46.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 2 29.50 MHz 45.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 3 24.20 MHz 45.25 dBmV DOCSIS1.x (TDMA) 2560 kSym/s 16QAM

Does anything in the downstream/upstream numbers look out of line?

Any suggestions on how to have Comcast look at their infrastructure for a fix instead of having me deal with a level 1 support guy who wants me to reboot my pc, reset the modem and all that stuff that doesn't do anything? I'm an MCSE with over a decade of server/network/noc/datacenter experience and know 100% that the issue is not on my end, especially after having so many techs out over the years and them having replaced everything from the modem to the box outside a few times.

I would really appreciate any suggestions on how to proceed. Thanks!



SHoTTa35

@optonline.net

Downstream numbers look a bit on the higher side which is weird because mine goes down when it gets warmer (cables expand in heat so the signal should degrade when it's already that "strong").

Definitely signal related though i'd say, might just be something at the tap or maybe you need to put on a few splitters to kill down the signal a bit.


chiguy

join:2010-06-21
reply to chiguy

Update:
Apparently enough people in the area called to complain and now my area is under a service outage/interruption advisory. They told me that techs were working to figure it out.

This whole next week is supposed to be in the 90s ... I hope they can find and fix the problem!


n_w95482
Premium
join:2005-08-03
Ukiah, CA
reply to chiguy

Are those downstream power levels negative?
--
KI6RIT


chiguy

join:2010-06-21

Yes, they are negative (at least that's how they show in the status page).

Now that the temp's fallen a bit, here are the new signal levels:

Downstream
DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 4 669.00 MHz -9.02 dBmV 34.63 dB 256QAM 34735964198 834 0
Downstream 2 1 651.00 MHz -9.13 dBmV 34.35 dB 256QAM 29886824559 1441 5
Downstream 3 2 657.00 MHz -9.51 dBmV 34.48 dB 256QAM 29105580731 987 0
Downstream 4 3 663.00 MHz -9.16 dBmV 34.63 dB 256QAM 28768124347 852 0
Reset FEC Counters
Upstream
UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 1 36.40 MHz 42.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 2 29.50 MHz 40.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 3 24.20 MHz 39.25 dBmV DOCSIS1.x (TDMA) 2560 kSym/s 16QAM

edit: there is one 4- or 5-way splitter between where the cable comes in the house and the modem. it's not a junk splitter either, good quality.


n_w95482
Premium
join:2005-08-03
Ukiah, CA

Your upstream is within spec, although there's quite a bit of variation (usual is around 3 dBmV over the course of a day). Downstream is on the edge or slightly out of spec, depending on who you talk to . SNR isn't anything to write home about either, although modems aren't the best devices for measuring such.

Hopefully they are able to find and fix the issue!
--
KI6RIT



flwpwr

@comcast.net
reply to chiguy

said by chiguy:

Hi everyone, I have a bit of a weird situation and not sure how to get it rectified with Comcast.

Downstream
DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 4 669.00 MHz -10.53 dBmV 34.21 dB 256QAM 34127815146 806 0
Downstream 2 1 651.00 MHz -10.63 dBmV 34.08 dB 256QAM 29350323180 1438 5
Downstream 3 2 657.00 MHz -11.00 dBmV 34.08 dB 256QAM 28548823534 977 0
Downstream 4 3 663.00 MHz -10.63 dBmV 34.21 dB 256QAM 28126764448 832 0

-10/-11 is low, but my bigger concern is the 34 SNR, modems can run fine at -10, but the snr should still be 35ish off those levels, and its not, this indicates a loose fitting or bad part somewhere. Likely on your side.

Can you post the error logs as well? I suspect you will find some T4's in there....

Sounds like maybe water in a cable somewhere, when you say outside do you just mean the drop that comes from the pole/ped to the house or do you mean the outlets on the house too?

Do you have Comcast cut cables from outlet to modem or store bought? Do you have a splitter inside the room with the modem? If so please verify its one comcast issues should be a antec, genesis, commscope or xtreme branded splitter I think, but may depend on FFO. If its bronze/brass/gold colored get rid of it and ask for a replacement at cable store. If its not rated for freq range of 42-1000 or 1002 Mhz get rid of it and get a replacement from cable store. Also make sure the INPUT comes from the wall it is very important due to port to port isolation, or put simply you have capacitors and resistors working against you if you do it wrong.


justin
..needs sleep
Australian
join:1999-05-28
kudos:15
reply to chiguy

(topic move) Hot temps outside = bad internet/phone connection

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The post that was here, has been moved to a new topic .. »[Signals] Comcast north side chicago problems