04-04-2012 10:29 PM
I moved to my current location late last August. This place was not wired for cable, so I scheduled someone to come out and wire. All was fine there. He ran a wire from the alley to the house, into the basement, up through the floor where he split it once for tv and internet. He replaced the modem I had before with a new one.
Since that time I have had nothing but problems connecting. Both computers are new (Mac and PC, Mac is the main one). Wiring is all new. Modem is new. Only thing not new is the router which has never had a problem.
I call Comcast and they tell me it's my problem, do the reset routine, which I do regularly, several times a week (3 times today alone). The internet is there and on, then I click away to something else and it's gone, sometimes for hours at a time. The phone will still work (Vonage) but I can't check email or navigate the web. The end result of any conversation I have with Comcast is they want to send a tech out, but I don't see the point if everything is new. I rely on the internet for work so it is extremely frustrating on top of it already being frustrating.
Any one else having these problems and have any suggestions?
04-05-2012 08:20 AM
Do you have the Vonae adapter in front of the router?
Please give us more information:
1) Please connect your computer directly to the modem via Ethernet ( no router, no wireless, no USB )
2) Run ShaperProbe and post your results. (It works with Win 7)
3) Post your upstream and downstream signal levels (click the link.) We are interested in your power levels (dBmV) and your Signal to Noise Ratio (SNR).
4) Let us know to what speed tier you subscribe.
5) Post the make a model of your modem.
6) Post your modem's error logs.
04-05-2012 04:30 PM
I'm no internet guru whiz, so I don't know if I can answer all the questions that have been laid out here. Plus everything is connected to the Mac so I can't run anything Windows related on it.
The Vonage box is between the router and the modem, as I was told to do by Vonage.
I read the thing about modem speeds and such but it's over my head and I don't think I have any way to test that. Here's what it says when I click on your link by using my PC laptop right now:
Receive power level 2.5 dBmV
Signal to noise 40.0 dB
Transmit power level 42.7 dBmV
I'm just a regular digital cable internet subscriber, nothing fancy. The modem is Cisco Scientific Atlanta, DPC2100R2, what the Comcast intaller person gave to me.
I don't have any modem logs and I don't think there's a way to track that on my Mac.
04-05-2012 05:36 PM
1) Take the Vonage adapter and the router out and connect directly to the modem. If you are still having issues, call Comcast and get the modem swapped. If everything seems to work fine:
2) Install the router. If you have problems, reset the router to factory defaults and try again. If that doesn't work, replace the router. If everything is working ok:
3) Put the vonage adapter behind the router.
04-05-2012 05:56 PM
I appreciate your response but the times, and the lengths of time, the connection goes out is varied and unpredictable. If I were to unplug the router and the Vonage box, I will be without phone service for an indefinite amount of time until the issue happens again. I suppose I could try it for a little bit and see what happens.
Prior to moving, I had the Vonage box connected in the same fashion with the same router but different modem and didn't have any problems.
04-05-2012 06:41 PM
My suspicion is that it's the modem, the one you have is pretty long in the tooth. I don't have anything but experience to base that on tho.
04-05-2012 08:01 PM
Thanks, I appreciate it. I didn't realize the modem was older. When the installer guy was here, he presented it as a new model. The issue is getting progressively worse as time passes and I'm already so aggravated maybe I'll just go exchange the modem at Comcast at some point just anyway and see if that helps.
04-25-2012 01:55 PM
Yes, I have had the same service level. We moved location (Cal to TN) and since then have had no end of problems. Right now my ISP connection drops out when I stop using my Mac for 5 minutes??? Chjanged to a new modem, still got problems, 7 months now and counting .... sent a message to Mr Germano SVP of Customer Service, got no reply
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