Comcast Disconnecting

[Eureka]

I live in the Philadelphia area, and I keep on getting disconnected lately with my Comcast HSI... I can notice it while gaming; about once every minute, the internet will freeze for about 5 seconds, then it comes back to normal. It's less noticeable while I'm browsing the internet, however it is also affecting IMs.

Norm

 

[FlyingPenguin]

If you haven't done it yet, power cycle (power off - wait 10 seconds - power on) your modem and router. First thing you should do whenever you have a problem.

9 times out of 10 the problem you describe is due to low signal level. Your modem should be on it's own dedicated cable run directly out to the splitter outside. Also that splitter should have been replaced with a special one that sends more signal than normal to the modem.

Comcast (and others) usually let you connect it yourself to a spare outlet or using a splitter to an outlet that's already in use and most of the time you have enough signal that it works. Sometime you don't (especially if you have more than a couple of wall jacks in the house).

Call them up and insist a home run cable be installed for the modem. If they balk, insist they send someone out to measure the signal strength at the modem (they may tell you they can measure it remotely by querying the modem but any cable tech will tell you that's unreliable).

In extreme situations you may need to have a special amplifier installed (NOT a store-bought amp). But that's rare and only necessary if you have a very weak signal coming into the house.

 

[Eureka]

Tried power cycling... could it be a modem problem? I've had it for over 2 years now.

Norm

 

[FlyingPenguin]

Doubt it. Modems either work or they don't. Smells like a typical low signal level issue. Your signal slowly degrades over time as wires age and corrosion gets into things. You may have been right on the border line up until now, but now the signal is too weak.

You didn't say whether the cable modem is on a splitter with your TV, or on it's own dedicated home run cable. If it's on a splitter with another TV try this experiment: disconnect the TV and remove the splitter and connect the modem directly to the cable. If the problem stops it's definately a low signal strength issue (using the splitter alone HALVES the signal strength to the modem).

This is really very common.

On the off chance it is an issue with the modem you still want Comcast to come by. Let them connect a signal strength meter to the cable and see if the modem is getting enough signal. If you're leasing the modem they'll swap it out if they think the modem might be bad.

He'll also check all the fittings inside and out and replace any that look corroded.

 

[Eureka]

Bah, does Comcast charge anything?

And yes, I do share the cable with the TV, I'll try switching the cable (problem is... cable is in the basement).

Norm

 

[chronokefka]

Originally posted by: cevilgenius
Bah, does Comcast charge anything?

And yes, I do share the cable with the TV, I'll try switching the cable (problem is... cable is in the basement).

Norm

A less than enjoyable $49 charge if it has nothing to do with our equipment, but your issues should not generate any sort of charges, since it has nothing to do with the computer and really does appear to be a signal issue. Get a tech out there and don't let him leave until you have a dedicated line.

 

[FlyingPenguin]

I've never been charged, nor have my clients been charged for this kind of service call. It's their responsibility to get enough signal to your modem. If they have to run a home run cable, they will at no charge. The only thing they do charge for is the amplifier. I paid $50 for it with the understanding that if it takes a lightning strike I have to pay to replace it. No problem.

I would REMOVE that splitter temporarily (don't just disconnect the other device from it - you'll still be HALVING the signal to the modem) for one night if you can live without that TV. Then do some gaming and you'll find out pretty quick if it's working better.

 

[cheapherk]

I was losing my Comcast connection on a regular basis. I went to Radio Shack and bought a cable amplifier (bidirectional). Not a problem since. I got the $50 one with 4 separate connections.

 

[FlyingPenguin]

Note to anyone who buys an amplifier. Regular cable TV amps will NOT work. It has to be one designed for data like the bi-directional one Cheapherk bought.

I bought mine for $50 directly from Comcast and they installed it in a weatherproof box outside. It has 8 seperate connections.

 

[corkyg]

Another factor I have discovered, is that Comcast changes its IP on a more or less, weekly basis, usually Friday afternoon. To fix things, I just pull the plug on the router for a few seconds, then replace it and let it find the new IP.

 

[LiLithTecH]

It can also be caused by a poor connection.
Squirels love to chew on the line-drops.