Re: Help needed with intermittent internet



Comcast on their end only sees their connection to line amplifiers.
That number only says whether everyone is getting connected. It says
zero about a connection only on your end.

I'm no expert on internet/WAN, by any means, but I don't believe you are
correct on this point. Even the local first-tier support people can log
directly into the modem using what I believe they call PSV, peruse the
settings, readings, config, etc. Granted, the information they glean
appears to be rather limited - compared to the NOCs of other providers with
whom I've worked - but I think you are describing Comcast's support as much
more "in the dark" than they actually are.


Again, your problem is classic of intermittents which is why a
provider should provide S/N ratios on your modem that you can
monitor. Did the Comcast tech look at signal strength from modem
while standing in the room - or instead only with his measuring
equipment? Modem can report valid and useful number. Their equipment
can only report what modem 'might' see - and not from their equipment
on other side of amplifiers.

I'm not following the reasoning.


Remember a trend among techs. It was never a problem elsewhere;
therefore it is not your problem.

I respectfully disagree with this generalization. I have been a technician
for seven years, and I used to operate a team of 13 telecom technicians. In
general, technicians try to solve problems to the best of their ability.
Your characterization is the exception, in my experience.


Listed were numerous things to perform. Did they confirm above
listed connections? Your post did not reply to what can create a
significant problem and can only be identified by visual inspection..
And yes, many techs do not appreciate the engineering even in simple
earthing. Often because it did not cause a problem elsewhere;
therefore is not your problem. Did they perform the 'reroute' test?
If not, then why not? Is existing cable good only because they know
it must be good?

Several issues here. First of all, I have not had time to distill your
suggestions and put them into context. Secondly, Comcast is not simpy going
to execute every list of suggestions that might come their way. Third,
while I sincerely appreciate your willingness to help, and I respect your
expertise, I do not believe your earthing theory is valid. The reason is
that cable internet has been functioning perfectly in this location for
years. Only within the past 3 weeks have the problems arisen. While I'm no
electrician, I do understand the basics of electricity and grounding, and I
do not see how this factor bears on an internet connection's reliability
after working so well in the past. However, I may be missing something, and
I welcome your arguments to the contrary.


Meanwhile, what did you do to verify a problem does not exist on
subscriber side of modem? For example, as your computer pings the
modem constantly, what happens to ping (the numbers) both when
connections are working and not?


This is a valid question, and there is much to say here when I have a little
more time, but for now I want to ask: What are some examples of problems on
the subscriber side might cause intermittent internet?


Again, their levels can always look good. But only valid number is
S/N number read directly from your modem. Any only valid number is
both when connection is working and has failed. That number must be
measured on your end of wire and is only useful if read directly by
modem. That number read anywhere else says nothing about your unique
connection.

Your post implies a "we have done everything and nothing is wrong"
attitude.

To some degree. However, more accurately, the attitude is: "Yes, something
is wrong. We have caught our modem offline a time or two. However, for the
most part our equipment shows your modem to be online. Whatever is causing
the Netgear to stop responding is a result of a problem on your LAN side."

They do not disagree that something is affecting the performance of their
Netgear modem. They just don't think the problem is "their fault."


One indication of a bad attitude is no numbers taken when
system is both working AND while failure is ongoing. But again, who
confirmed the earthing connection? I don't see the results of an
inspection so critical that I posted it. Who monitored the S/N
numbers both when modem is working AND when a failure occurs? And who
did same thing using ping from subscriber side - and collected numbers
from that ping both when connections are good and bad? Nothing in
that previous post can be ignored if the problem is to be solved.
Nothing in the last post says to me that technicians are really
looking for a problem.

Without re-reading all my posts on this issue, I'm not sure what details of
included and left out. However, I can say with certainty that everyone
involved is "looking for a problem." They/we may not be looking in the way
you would look, but that doesn't negate the effort.

And please clarify your suggestion regarding recording ping results from
subscriber side when connections are good and bad. Ping what? When the
internet is down, the Netgear [usually but not always] will not respond to a
ping, either from within or from the outside. Perhaps I've missed your
point.

Thank you for your determination to help.

jm


















On May 6, 10:50 am, "JM" <jakem38671omitt...@xxxxxxxxx> wrote:
I cannot access the modem's config, but Comcast (both locally and the
level
2 guys in their Denver NOC) insist that their levels (S/N, upstream,
downstream) are all "within spec." And, regarding their support, I've
now
spoken to more knowledgeable, more sincere Comcast people, and I'm
convinced
for the most part that they are simply as stumped as I am about this
whole
deal.

How strange is this: Every morning the internet is down. I can neither
access the lan nor ping the modem's gateway address remotely during this
time. However, as soon as I call Comcast and the support person pulls up
the portal to "take a look," the internet starts working again.

It's the most bizarre thing. It's as if the modem is going to sleep at
night. However, in Comcast's software the modem shows to be online the
entire time.



.

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