CM1000 losing voice connection?

Question

I have Xfinity cable service, a CM1000 cable modem and Eero Mesh Routers.

I work from home, as does my wife. Frequently, during online meetings I lose my voice connection. That is, I can hear others in the meeting but they cannot hear me. This lasts for 15-30 seconds, then my voice comes back. I'm not losing any other function. My routers indicate WiFi is up. Is there any way this could be my cable modem? Resetting the cable modem on/off seems to make the problem disappear for a few days. Then it comes back. Resetting the routers makes no difference.

Occasionally I also get a message from MS Teams that my network connection is bad and I should call in using my phone. This goes away after a few seconds.

Comcast has been no help. All they can tell me is that their logs indicate no problem.

How should I try totroubleshoot this problem?

RCole · Answer

Keep in mind... it's not my normal "voice service". I don't have cable voice service. It's the voice part of a net meeting I'm on. The rest of the meeting continues fine. I can hear them and see the shared screen. They just can't hear me for 15-30 secondfs. Makes me wonder if the mike on my laptop is actually kicking in and out.

RCole · Answer

It's a multi-unit condo building.&nbsp; So, the wire comes from the street to one entry point on the back of the building.&nbsp; It is then split to distribute to each of the 6 units in the building.I've asked the condo association whose responsibility the wiring in the building is... Comcast's or theirs.&nbsp;

plemans · Answer

It shouldn't just impact voice/calls if it was the modem.&nbsp;
We can always take a look at your info.&nbsp;
Got a screen snip of the cable connections page and event logs?&nbsp;
that helps us to check the connection.
If that looks good, then I'd be investigating the router setup.&nbsp;

plemans · Answer

You've got errors in the line and in the logs. I don't think its necessarily whats causing it but they are there.&nbsp;
Start with removing any amplifiers, signal attenuators, or splitters from the coax. From there check the line for kinks, damage, moisture in the line. Check the connectors for improperly made ends, foil touching the copper coax line, bad/old/cheap connectors, or corroded connections. Replace them if you have any issues or suspect cables/ends.If you can, simply connect the modem right where the coax comes into the home. This prevents wiring in the home from being the issue. And some ISP’s charge if the wiring issue is in the home. So this helps prevent this.
&nbsp;
Try that. I'd also try a different pc/laptop to see if it is indeed a computer issue&nbsp;

RCole · Answer

Thanks.&nbsp; I'll check the things you mentioned.I'll say that Comcast has a GREAT difference in the skills of the people they send out to resolve problems.&nbsp; When I first moved in here I was having all kinds of problems with network and CATV both.&nbsp; Finally, when I got them to send a regional support person out he found all kinds of noise on my lines.&nbsp; Over the years Comcast had put all kinds of crap on my inside lines.&nbsp; They had a signal booster on the line right where it came into the house.&nbsp; Then signal reducers on a couple of the TVs.&nbsp; Everything they put on the line was introducing noise.&nbsp; This tech took everything off all through the house and problems went away.&nbsp; This problem I'm asking about now has only been happening for about a month.It's interesting I notice from the event logs that the errors seem to come in clusters of a few minutes, 2-3 times during the day.

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CM1000 losing voice connection?

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