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Contributor
Posts: 16
Registered: ‎10-30-2008

Poor Internet Connectivity

I've been a CHSI customer since back when it was from Insight Communications. Haven't changed anything in quite some time & have been using my WebStar DPC2100R2 for probably 5 years or so. Starting about 2 weeks ago, my internet performance drastically dropped. I put up with it for a bit, but finally the other day cycled power to the modem, and it wouldn't reestablish connection. Recycled power to it and the PC multiple times, but still wouldn't reconnect. Calls to Comcast tech support didn't help, as my modem showed up as Offline on their end. Checked connections - look good. All TV signals seem fine. Finally in the middle of the night it reconnected on its own. Since then I can connect somewhat, but my transfer rates are lousy - Downloads were between 2-4 Mbps, but now are 1-2Mbps. Uploads are 0-.05 Mbps. My service level should be near 12Mbps DL/2 Mbps UL. Connectivity drops out often & web pages take forever to load. I have a tech coming tomorrow to check for problems (4 days out for appointment), but wanted to post my stats and keep you updated on my experience. I'm not sure what the below stats should look like to me considered normal, so any insight you guys can provide would be much appreciated.

 

 

 

About Your Modem
This page provides the basic information about your cable modem.

System
The data shown in the table below provides information about the system of your cable modem.

Name WebSTAR DPC2100R2

Modem Serial Number 201473368

Cable Modem MAC Address 00:11:e6:c7:7e:a5

Hardware Version 2.0

Software Version v2.0.2r1256-081120

Receive Power Level -1.7 dBmV

Transmit Power Level 53.0 dBmV

Cable Modem Status Operational

 

Downstream Channel
The data shown in the table below provides information about the signal coming from the network to your cable modem.

Downstream Status Operational

Channel ID 75

Downstream Frequency 657000000 Hz

Modulation 256QAM

Bit Rate 11000000 bits/sec

Power Level -1.6 dBmV

Signal to Noise Ratio 35.3 dB

Upstream Channel
The data shown in the table below provides information about the signal being transmitted to the network from your cable modem.

Upstream Status Operational

Channel ID 7

Upstream Frequency 24000000 Hz

Modulation 16QAM

Symbol Rate 1100000 bits/sec

Power Level 53.0 dBmV

 

Cable Modem
The data shown in the table below provides information about the operational status of your cable modem.

Cable Modem Status Operational

IP Address 96.183.247.0

Current Time Tue Aug 24 18:45:08 2010

Time Since Last Reset 2 days 19h:41m:06s

Configuration File d11_m_dpc2100r2_silver_c01.cm

Cable Modem Certificate Installed

CPE Connections
The data shown in the table below provides information about the customer premise equipment (CPE) connected to your cable modem.

Connected to MAC Address

IP Address Ethernet

 

 

Log
This page provides important information that can be used to resolve problems with your cable modem.

Time Level Description

Tue Aug 24 18:22:41 2010

Critical (3)

Started Unicast Maintenance Ranging - No Response received - ...

Tue Aug 24 18:05:13 2010

Critical (3)

DHCP FAILED - Discover sent, no offer received

Tue Aug 24 18:04:58 2010

Critical (3)

No Ranging Response received - T3 time-out

Tue Aug 24 18:04:52 2010

Critical (3)

SYNC Timing Synchronization failure - Failed to receive MAC S...

Tue Aug 24 18:04:09 2010

Critical (3)

No Ranging Response received - T3 time-out

Tue Aug 24 18:03:40 2010

Critical (3)

No UCD's Received - Timeout

Tue Aug 24 18:00:02 2010

Critical (3)

DHCP FAILED - Request sent, No response

Tue Aug 24 17:59:47 2010

Critical (3)

DHCP FAILED - Discover sent, no offer received

Tue Aug 24 17:59:33 2010

Critical (3)

No Ranging Response received - T3 time-out

Tue Aug 24 17:59:22 2010

Critical (3)

SYNC Timing Synchronization failure - Failed to receive MAC S...

Tue Aug 24 17:59:04 2010

Critical (3)

No Ranging Response received - T3 time-out

Tue Aug 24 17:58:59 2010

Critical (3)

Received Response to Broadcast Maintenance Request, But no Un...

Tue Aug 24 17:58:42 2010

Critical (3)

SYNC Timing Synchronization failure - Failed to receive MAC S...

Tue Aug 24 14:41:27 2010

Critical (3)

No Ranging Response received - T3 time-out

Tue Aug 24 14:41:09 2010

Critical (3)

No UCD's Received - Timeout

Tue Aug 24 14:40:40 2010

Critical (3)

SYNC Timing Synchronization failure - Failed to receive MAC S...

Tue Aug 24 14:40:38 2010

Critical (3)

DHCP FAILED - Request sent, No response

Tue Aug 24 14:40:16 2010

Critical (3)

SYNC Timing Synchronization failure - Failed to receive MAC S...

Tue Aug 24 14:40:01 2010

Critical (3)

No Ranging Response received - T3 time-out

Tue Aug 24 14:39:46 2010

Critical (3)

No UCD's Received - Timeout

Tue Aug 24 14:34:52 2010

Critical (3)

SYNC Timing Synchronization failure - Failed to receive MAC S...

Tue Aug 24 14:34:47 2010

Critical (3)

DHCP FAILED - Discover sent, no offer received

Tue Aug 24 14:34:23 2010

Critical (3)

SYNC Timing Synchronization failure - Failed to receive MAC S...

Tue Aug 24 14:33:46 2010

Critical (3)

No Ranging Response received - T3 time-out

Tue Aug 24 14:31:03 2010

Critical (3)

No UCD's Received - Timeout

Tue Aug 24 14:29:56 2010

Error (4)

ToD request sent- No Response received

Tue Aug 24 14:29:19 2010

Critical (3)

DHCP FAILED - Request sent, No response

Tue Aug 24 14:29:01 2010

Critical (3)

SYNC Timing Synchronization failure - Failed to receive MAC S...

Tue Aug 24 14:28:43 2010

Critical (3)

No Ranging Response received - T3 time-out

Tue Aug 24 14:26:41 2010

Critical (3)

No UCD's Received - Timeout

Tue Aug 24 14:26:13 2010

Critical (3)

No Ranging Response received - T3 time-out

Tue Aug 24 14:41:12 2010

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/Q...

 

 

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:/>tracert comcast.com

Tracing route to comcast.com [69.241.45.4]
over a maximum of 30 hops:

1 17 ms 9 ms 9 ms c-71-239-2-1.hsd1.il.comcast.net [71.239.2.1]
2 19 ms 8 ms 9 ms ge-1-2-ur01.epeoria.il.chicago.comcast.net [68.85.180.113]
3 10 ms 9 ms 21 ms te-3-4-ur02.pekin.il.chicago.comcast.net [68.85.177.154]
4 11 ms 21 ms 9 ms 68.85.176.130
5 15 ms 14 ms 14 ms te-3-1-ur02.danville.il.chicago.comcast.net [68.85.176.118]
6 18 ms 13 ms 13 ms te-8-3-ur01.danville.il.chicago.comcast.net [68.85.176.21]
7 * 25 ms 32 ms te-0-8-0-2-ar01.indianapolis.in.indiana.comcast.net [68.85.177.170]
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 59 ms 62 ms 61 ms te-4-2-ar01.newcastle.de.bo.comcast.net [68.86.72.162]
13 63 ms 62 ms 62 ms 69.139.244.58
14 62 ms 66 ms 68 ms te-4-1-ur07.westchester.pa.bo.comcast.net [68.85.215.146]
15 63 ms 62 ms 62 ms wwwcomcast-vip.westchester.pa.bo.comcast.net [69.241.45.4]

Trace complete.

Connection Expert
JamesR
Posts: 6,437
Registered: ‎09-29-2007

Re: Poor Internet Connectivity

Upstream power seems pretty high and is probably bouncing higher.

High Upstream Power generally relates to an increase in Attenuation.  Did you recently add a splitter?

can you connect the modem directly to the wall jack to bypass the splitters to see if the upstream power drops below 50 dbmv?

Contributor
Posts: 16
Registered: ‎10-30-2008

Re: Poor Internet Connectivity

No, haven't added any splitters or changed anything like that in years.

 

The modem is already directly connected to the wall jack.

 

I believe the main splitter outside the house has 6 connections coming into the house - only one of those is split again inside between two TVs, and their signals seem fine.  Insight told me last time they were here years ago that I had a direct connection to my modem from outside.

 

So from the stats I provided, which of those appear "bad"?  The Transmit Power Level of 53.0 dBmV should be below 50?  Anything else look out of line?