WCG200 - Can't sync up to Comcast high speed cable internet

Discussion in 'Other Linksys Equipment' started by RichardBrackin, May 9, 2005.

  1. RichardBrackin

    RichardBrackin Network Guru Member

    For the first month the thing worked fine.
    Now, all I see is the 'activity' light blinking every couple of seconds but the 'cable' light is out. If I cycle the power, the cable light is on for the initial bootup procedure, then it goes off and the 'activity' light blinks for several hours, then I get a signal out of nowhere again. This 'good' signal may last 10 minutes, and it may last 12 hours. It's all very arbitraty.

    I read about this happening to quite a few others with Comcast service at the broadband forum but I found no resolution to the issue. They mentioned another brand cable modem would sync up but I really would like to keep the linksys. Is there a firmware update that may fix this?

    I'm at work right now so I can't give many specifics but I'm about fed up with it. I bought it at Best Buy.

    If more information is needed I can gladly supply it.

    Thank you for your attention.
  2. Guyfromhe

    Guyfromhe Network Guru Member

    have you called them and made sure theres not a line issue? it sounds like your have a line issue..
  3. RichardBrackin

    RichardBrackin Network Guru Member

    I've been on the phone with them (Comcast service center - Nashville).
    They were helpful so far. She said there's not indication of any problem with the cable internet service where I live but it could be more localized.

    They're gonna do some remote diagnostics then possibly do a service call if one is required. She told me to call when I get home from work and we'll see if it can be resolved.
  4. Guyfromhe

    Guyfromhe Network Guru Member

    hopefully that takes care of it, it's probably a line issue a tech should be able to sort it out.
  5. RichardBrackin

    RichardBrackin Network Guru Member

    Comcast did a remote test and found my signal to be hovering around the lower threshold for a block sync.
    I think he said I needed at least 30dB and I was at 29dB - 30dB.

    Comcast is at my house now.
    They may turn up the gain on the cable signal coming into my home. I have bought very good coaxial cable, specific for digital. One detail I failed to mention is that I must go though a splitter since the modem and my TV share the same outlet.

    The diagnosis sounds good since I would notice my TV signal going really bad when I turned the modem on, and then it seemed to arbitrarily change quality from excellent to poor.

    I hope this experience helps someone else with a similar situation.

    I'll let you know how it ends and try to report all the details the Cable Technicial reports to me.
  6. RichardBrackin

    RichardBrackin Network Guru Member

    Follow-Up Report - Still not working

    Comcast arrived and noticed a small problem with the cable connection to the power pole (yes ... we still have aboveground utilities).
    He said we were getting a good signal, the splitter I'm using was fine, and that there should be no more problems.

    He was right --- No problems until this morning. Then the same dreaded activitiy light was all that was showing. No block sync.

    I took down some numbers as the modem was going in and out. I have called Comcast again and they're sending a tech again tomorrow to sort through this. The phone tech support mentioned that the firewall in the WCG200 (and I suppose any other modem) could actually knock the block sync off.

    Without further ado, here are the stats. First will be when it was working, followed by stats of when it wasn't working:

    Do you have any ideas?
    Not Working
    Other Page when it's not working
  7. RichardBrackin

    RichardBrackin Network Guru Member

    Day 1 (Tuesday) - Comcast sends tech out to my home and he fixes the problem. They fixed some bad cable crimping that the home builder's people did 6 years ago.

    Day 2 (Wednesday) - Woke up ... Cable light off. Cycled modem power and it came back on.
    Day 2 - Called Comcast again. Send another tech out Thursday.

    Day 3 (Thursday) - Tech arrives, spends two hours outside, and says it's fixed for sure. He also gave me a new spiltter.

    Day 4 (Friday) - Wake up and Cable light is off. Cycles modem power and it came back on.
    Day 4 - Tried calling Comcast for 5 hours ... and get a busy signal after entering about 40 numbers.

    Through all of this, my tv signal still gets crummy looking every once in a while. I think it's cable signal strength but I just don't know. The bozos who wired my home wired the coaxial cable in serial (i.e. I'm going through at least 3 or 4 splitters before my cable modem). Could that be it?

    Does anyone have a diagnosis considering all the provided information?
    Is it the hardware or do I need better splitters? I need to look and see what their spec's are.

    I talked to Comcast on chat and they told me to report it as a cable tv problem. She asked if my lower channels were fuzzy and I said sometimes they are but only when I turn the modem on.
    Other times they are crystal clear. So... sometime mid morning they will make their third trip out here.

    I can't speak highly enough of the Comcast tech support people. They are top notch.
  8. Guyfromhe

    Guyfromhe Network Guru Member

    yeah that is likely the problem you're loosing at least 4db per split / splitter, put the modem on the line in and see if that resolves it...
    you can put a 2 way splitter on main line and conenct the modem to one end and the other end to the other splitters... also PM me your modems mac address and i'll look into it.
  9. RichardBrackin

    RichardBrackin Network Guru Member

    solved (so far)

    Sorry for delaying in getting back to the solution.

    Comcast came again on a miserable, rainy day Saturday.
    How HE found this and nobody else? I have no idea.
    The others were supposed to have fixed this but didn't.

    Comcast found the signal from the telephone pole to my house was weak.
    He dropped another line and found the signal to be a little better. He dropped a dedicated line from the pole straight into my modem. While we're still not at an optimum setting, I haven't had a dropout since Saturday.

    He said he will schedule someone today to come to the corner and turn up the amplifier by about 3 or 4dB and that should get me squarely in the middle of the required connection specs.

    Even now, my downstream power has gone from -16 to -4dBmV and my upstream is around 30dBmV.

    It was definitely a line quality / signal qualityissue.
  10. Guyfromhe

    Guyfromhe Network Guru Member

    -4 on a direct drop from the pole? wow thats pretty low... should be functional though, hope it works out for you
  11. kb01

    kb01 Network Guru Member

    had the exact same thing happen to me!

    first time around comcast diagnosed it as an issue with the unit (wcg200), and since that seamed to be the case, i went to the troulbe of shipping the thing back to linksys for a poetial replacement, although i didnt' hold my breath.

    to my delight, they sent me a brand new one in under a week. the second one worked longer than the first, but just a week ago it started going haywire again.

    and yes i'm using comast with a splitter on the line. i'll have to call those bastards this very minute! Thanks.
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