04-14-2017 01:46 PM
Ever since the night of Monday April 10th, I have been having issues with my internet connection. My modem (Arris SurfBoard SB6183) rebooted randomly, and ever since then, any attempt to reboot the modem takes upwards of 10-15 minutes to establish a connection, and the 3rd light from the bottom is now a solid green light instead of solid blue (1 channel instead of bonded upstream channels).
In reviewing my modems status page, I am seeing the following:
|Acquire Downstream Channel||Locked|
|DOCSIS Network Access Enabled||Allowed|
|Channel||Lock Status||Modulation||Channel ID||Frequency||Power||SNR||Corrected||Uncorrectables|
|1||Locked||QAM256||6||513000000 Hz||2.2 dBmV||40.7 dB||0||0|
|2||Locked||QAM256||19||591000000 Hz||3.3 dBmV||40.8 dB||0||0|
|3||Locked||QAM256||3||495000000 Hz||1.8 dBmV||40.4 dB||847||679|
|4||Locked||QAM256||4||501000000 Hz||1.7 dBmV||40.3 dB||748||649|
|5||Locked||QAM256||5||507000000 Hz||1.6 dBmV||39.3 dB||788||519|
|6||Locked||QAM256||1||483000000 Hz||2.4 dBmV||40.9 dB||582||637|
|7||Locked||QAM256||7||519000000 Hz||2.5 dBmV||40.8 dB||585||702|
|8||Locked||QAM256||8||525000000 Hz||2.7 dBmV||41.0 dB||703||647|
|9||Locked||QAM256||9||531000000 Hz||3.4 dBmV||41.5 dB||664||585|
|10||Locked||QAM256||10||537000000 Hz||3.4 dBmV||41.5 dB||3986||19051|
|11||Locked||QAM256||11||543000000 Hz||3.5 dBmV||41.5 dB||738||543|
|12||Locked||QAM256||12||549000000 Hz||4.0 dBmV||42.0 dB||725||632|
|13||Locked||QAM256||13||555000000 Hz||4.0 dBmV||41.8 dB||624||596|
|14||Locked||QAM256||14||561000000 Hz||4.1 dBmV||41.8 dB||527||529|
|15||Locked||QAM256||15||567000000 Hz||4.0 dBmV||41.5 dB||637||535|
|16||Locked||QAM256||20||597000000 Hz||3.6 dBmV||41.2 dB||723||726|
|Channel||Lock Status||US Channel Type||Channel ID||Symbol Rate||Frequency||Power|
|1||Locked||ATDMA||3||5120 Ksym/sec||30600000 Hz||55.0 dBmV|
Current System Time: Fri Apr 14 14:31:00 2017
So as you can see, only one upstream channel, and reviewing the signal levels information page, it appears that the signal power is critically high, but I would like for someone here to very what I am ready is correct, if I may be missing something else, and possibly one of the TWC/Spectrum Reps on here to assist me in figuring out what would be the next steps to get this issue resolved ASAP. I can post whatever logs I have on the modem as well if needed.
04-14-2017 02:00 PM - edited 04-14-2017 02:00 PM
Did anything happen on Monday night which would have caused a change, such as storms?
Have you made any changes to your installation?
04-14-2017 03:18 PM
04-19-2017 10:53 AM
04-19-2017 04:49 PM - last edited on 04-20-2017 01:41 PM by Julia_R
checked every single connection in the the house...
There should be only one 2 way or no splitter between the outside line to the street and the modem.
You have a horrible upstream signal level issue and will need twc out to fix it if not obvious.
It cannot be fixed over the phone . You need to see 4 upstream channels and tx levels on them lower than + 52 dBmv.
04-19-2017 06:12 PM
04-19-2017 11:30 PM
Make sure the center wire is shiny copper and extends 1/8" beyond the nuts on all connectors... It could be out at the pole and needs twc to replace.
could also be a corroded grounding block on the side of the house