I recently switched to Comcast internet from ATT. I will be paying $19.99/ month for the Performance Internet.
I bought the Motorola SB6121 SURFboard DOCSIS 3.0 Cable Modem [amazon.com]and Netgear WNR2000 N300 [amazon.com]
Ever since I got the service, my internet has been giving me problems.
The modem KEEPS resetting itself at random intervals. I could go an entire day without it happening and then it'll happen at night. Yesterday it happened thrice. The day before about 4-5 times.
If you look at a picture of the modem, you'll see 5 icons. Basically, the lights shut off and then blink and come back on. OR the 4th one (that signifies Internet) goes blue, keeps blinking and then resets and turns solid green again.
1. Everytime I call comcast, they can't see anything wrong with my line. Once, this happened twice in a row and I called comcast and it happened again while I was on hold! By the time I got the CSR, it had already started working..and guess what the CSR said? Yup, everything looked good on their end.
2. I suspected a faulty modem...but here's what's gotten me wondering. Everytime I'm on hold, an automated voice says, "Would you like comcast to send your modem a reset signal?" And when I say, Yes... It says "We've noticed that your modem has already received multiple reset signals...!!!" So maybe it's Comcast that's doing this??!!!
3. Yesterday when I spoke to the CSR, i was PROMISED that it wouldn't happen again! He said that he was going to "provision" the line...what does that mean?
And he said that he's pretty sure that it won't happen again..Well it happened today.
I have decided to get a new modem, and ask Comcast to activate it. If this problem occurs with the new modem too, then I'll be sure that there's NO way that this is due to a faulty modem..and then I can tell them to send a technician over for no charge (the CSR said, he could send one, but it if it turned out to be a problem with the modem, then I'd get charged)
UPDATE- I spoke to Motorola, who were MUCH more efficient and told me to check the upstream power levels..and that everytime they go above 50, THAT's what causes the problem...He said to check the modem stats whenever this happened again, and I'd see that the power levels were crossing 50. And sure enough, that's exactly what's happening! Now I don't know much about this...But I've attached a screenshot, for those that do. What do these figures mean?
I'd appreciate any thoughts/suggestions/ ideas.
And thank you.