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Can't get multiple new D3 modems to get internet signal (comcast) (w/ video)

Last response: in Networking
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July 14, 2013 8:36:38 PM

So I got my comcast speeds updated but found out my old modem could not give me the speed for my new plan.

I got an Arris modem/wireless combo and initially the "Online" light turned on and I was able to get to comcasts re-direct activation page. Got an error on the page which chat support told me to call and activate it. Which I did but ever since the first time, the "Online" light has never stayed solid. It either is completely off or flashing sometimes then turning off.

I thought the problem was the modem so I went and bought a compatible netgear modem and to my chagrin, it did essentially the same thing. Turn on, no "Online" light.

It is weird because my old linksys modem works fine (as I am on it right now) so I wouldn't think it would be my coax cable. Any ideas? I included a couple videos just to show what each of the modems does when I try and turn them on

Netgear CMD31T
http://youtu.be/Cd1f4-cdTME

Arris TG862
http://youtu.be/IRo8Ht5eEUo
July 14, 2013 8:46:35 PM

Try 192.168.100.1 and check what values you get under signal. Your Downstream modulation should be QAM256 and power level should be (over 9000)between +/-10dBmV anything above and it's pretty much out of bounds and you need a tech.
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July 14, 2013 9:09:47 PM

im sorry I am pretty noobin at this, I copy and pasted the info (this is from my older current working linksys)

Downstream Channel

Lock Status Locked
Modulation 256QAM
Channel ID 9
Symbol Rate 536.0537 Ksym/sec
Downstream Power -2.3 dBmV
SNR 34.5 dB
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July 14, 2013 9:17:12 PM

From looking at this http://www.dslreports.com/faq/16085 your values are where they are supposed to be. Is there maybe a new firmware for the modems you could try?
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July 14, 2013 9:19:39 PM

hmm not that I know of, but I am pretty new to all of this.

It's strange that it would not work on either of my new modems...

any other suggestions would be great, but its sounding like I just need to get a technician =/
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July 14, 2013 9:47:38 PM

This most likely has nothing to do with your router.

All DOCSIS modems aren't universally supported by all ISPs. You will have to call Comcast and see if that particular modem is supported by their network. If it is supported, it may need a firmware update.

If your house / complex is more than a decade old it is possible that one or more of the coaxial spans is of the older RG-59 variety rather than the newer RG-6. It's SOP to replace all old RG-59 spans with RG-6 as part of new digital tv / internet installations but if you upgraded from an old DOCSIS1 or DOCSIS2 installation this may have been overlooked.

Give Comcast a call and ask them to send someone out to look at it. If the span is outside of your residence, it's their responsibility to replace it. If it's inside of your residence it's your responsibility but they will most likely do it for you.
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July 14, 2013 10:05:03 PM

Pinhedd said:
This most likely has nothing to do with your router.

All DOCSIS modems aren't universally supported by all ISPs. You will have to call Comcast and see if that particular modem is supported by their network. If it is supported, it may need a firmware update.

If your house / complex is more than a decade old it is possible that one or more of the coaxial spans is of the older RG-59 variety rather than the newer RG-6. It's SOP to replace all old RG-59 spans with RG-6 as part of new digital tv / internet installations but if you upgraded from an old DOCSIS1 or DOCSIS2 installation this may have been overlooked.

Give Comcast a call and ask them to send someone out to look at it. If the span is outside of your residence, it's their responsibility to replace it. If it's inside of your residence it's your responsibility but they will most likely do it for you.


One of the modems was actually FROM comcast, and the other one was both listed as D3 Comcast compatible on their website as well as saying Comcast compatible on the box.

But I think your right, at this point i need to just have them come look at it because I have read coax issues can exist and that could def be it
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July 14, 2013 10:06:38 PM

jmflu said:
Pinhedd said:
This most likely has nothing to do with your router.

All DOCSIS modems aren't universally supported by all ISPs. You will have to call Comcast and see if that particular modem is supported by their network. If it is supported, it may need a firmware update.

If your house / complex is more than a decade old it is possible that one or more of the coaxial spans is of the older RG-59 variety rather than the newer RG-6. It's SOP to replace all old RG-59 spans with RG-6 as part of new digital tv / internet installations but if you upgraded from an old DOCSIS1 or DOCSIS2 installation this may have been overlooked.

Give Comcast a call and ask them to send someone out to look at it. If the span is outside of your residence, it's their responsibility to replace it. If it's inside of your residence it's your responsibility but they will most likely do it for you.


One of the modems was actually FROM comcast, and the other one was both listed as D3 Comcast compatible on their website as well as saying Comcast compatible on the box.


Well if was actually from Comcast I would start looking into link quality issues. A Comcast tech will have to examine the installation.
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July 15, 2013 7:00:27 AM

Yeah get a tech out. Doesn't cost you anything, just a pain to fit them in between work times :/ 

Make sure they check the line-in quality.
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July 17, 2013 2:41:22 AM

Ughhh left work early and technician no shows today, I call them, they say technician will be back in 3 hours and to expect a phone call.

No show. No call.

sigh... never been this disrespected by a company ever

any other info/ideas? Or just re-schedule tech appointment
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July 17, 2013 3:21:56 AM

So I am trying to figure out if this is an Acitvation issue or if its a hardware issue with my line.

So can someone clarify, Should I get a solid "Online" light on a modem even if it is not activated?

Right now my light will blink occasionally or be off and I can't even access the web browser comcast redirect to activate. Is this normal of unactivated modems? Or does this indicate a line issue
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July 17, 2013 6:36:43 AM

jmflu said:
So I got my comcast speeds updated but found out my old modem could not give me the speed for my new plan.

I got an Arris modem/wireless combo and initially the "Online" light turned on and I was able to get to comcasts re-direct activation page. Got an error on the page which chat support told me to call and activate it. Which I did but ever since the first time, the "Online" light has never stayed solid. It either is completely off or flashing sometimes then turning off.

I thought the problem was the modem so I went and bought a compatible netgear modem and to my chagrin, it did essentially the same thing. Turn on, no "Online" light.

It is weird because my old linksys modem works fine (as I am on it right now) so I wouldn't think it would be my coax cable. Any ideas? I included a couple videos just to show what each of the modems does when I try and turn them on

Netgear CMD31T
http://youtu.be/Cd1f4-cdTME

Arris TG862
http://youtu.be/IRo8Ht5eEUo



So your modems are not even finding a downstream carrier , did you change outlets or something? It would appear this outlet is not active or you left your cable VERY VERY loose somewhere, and its not able to use the signal it is getting. May need to call a tech and have the house looked at.

On the Arris device [we do not use the netgears in my FFO] the first light is power, the second is DS/US [downstream/upstream] when it gets a downstream carrier it will change the blink speed to be a little faster it is then looking for an upstream carrier, after it finds that it will lock solid, this may take a few minutes depending on the cmts setup. After that the online light will start to blink then it will go solid after a minute or so, and the DS/US light may begin to blink while the online light is solid, this is a FIRMWARE update and you just have to wait it out, can take up to 20 minutes sometimes, If your lucky, the next boot will not require yet another firmware update like it usually does me in the field. After the DS/US and online lights are SOLID, you should be good to go to the provisioning page, which will ultimately require another reboot.

PS those allinones have horrid wireless range, compared to a personal side car router, I strongly recommend you live in a small house or buy your own and have them put that thing in bridged mode.
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July 17, 2013 8:05:41 AM

jmflu said:
Ughhh left work early and technician no shows today, I call them, they say technician will be back in 3 hours and to expect a phone call.

No show. No call.

sigh... never been this disrespected by a company ever

any other info/ideas? Or just re-schedule tech appointment

BTW you should be getting credit for him not showing up. Call up support and tell them he/she never showed up and reschedule.
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