Rookie

Internet Speed Inconsistent

Hello. I work from home to complete online therapy. I use Cisco WebEx. I am the only individual utilizing my modem/router and all other devices that would use it are turned off. I have even switched my phone's WiFi connection off.

 

I have had multiple days where I struggle to hold a therapy session. The camera will go out, the microphone will go out, everything is blurry, etc. Cisco Webex provides a pop up that states that bandwidth is too low to maintain video and audio. In the past, I have upgraded my internet to try to help this from happening. At the beginning it seemed to help, but I just had to cancel one of my sessions as the video and audio cut out 6 times in 15 minutes.

 

I do not understand all of the jargon that goes along with fixing the issue when I try to search for help online. Could someone please help me in words that I will understand? It is greatly impacting my JOB, and this cannot continue to happen.

6 REPLIES
Expert

Re: Internet Speed Inconsistent

What speed service are you paying for and what do you get?

Is this wired devices or wireless?

 Copy and paste the modems signal and error logs from 192.168.100.1 or 192.168.0.1 here

 

Highlighted
Spectrum Employee

Re: Internet Speed Inconsistent

[ Edited ]

jlo00258 wrote:

 

I do not understand all of the jargon that goes along with fixing the issue when I try to search for help online. Could someone please help me in words that I will understand?


I'd be willing to help explain things in layman's terms (I do it regularly), but you must also be willing to share the information MsRaye was just talking about.  This is peer-to-peer support ultimately, with some rather knowledgeable peers (including some off-duty employees such as myself).  So unless we have facts to go off of, we're kind of blind.  So far you've given personal experience backstory, but no facts that can be analyzed.

 

The signal levels report from your modem is particularly useful if the signal power level is out of range (might be good to read that topic, if something specific is confusing, ask us about it), as in too high or too low.  Corrected and uncorrectable errors can hint at possible ingress noise related issues as well (although sometimes it's just that the modem is trying to send & receive data before it's got a lock on after a reboot (but that shouldn't persist)).


The error logs can hint if there's channels losing connection or wifi inteference issues.  In my case, I can look up the HFC MAC address to find out which specific channels are losing connection (which can make life easier & resolutions faster for you and my colleagues in whatever market area you are in, because identifiying something specific or elminating factors the user/you can control helps not waste time on things that don't need to be concerned with).

 

Seeing as this is affecting your job, @jlo00258, it would definitely benefit you to take a step towards working with the community's nerds that you tend to find frequent this particular subforum.  Smiley Wink 

 

 

My postings on this site are my own, off-the-clock, and don’t necessarily represent TWC’s/Charter's strategies or opinions.
Rookie

Re: Internet Speed Inconsistent

[ Edited ]

I am sorry. I worked the rest of the day and then was away from my computer in the evening. I will collect all of that information for you now. @MsRaye @agentx5

 

I am currently using wireless internet.  Right now I have Extreme Internet, which says it can get me up to 30 Mbps. When I run the speed test, it sometimes says I am running at greater than the 30 Mbps download, and other times it puts me at 1 or 2 Mbps. That often fluctuates every 5-10 minutes.

 

I also read something about potentially changing the channel my WiFi is on and how to determine which channel is used the least in my vacinity (esp since I'm in an apartment). Would this be beneficial to attempt?

 

This is the log that I found on 192.168.0.1. It starts August 29th, but I'll just post some of the most recent as it is only letting me add so many characters to this post.

It titled it an "Event Log." Is that what I needed?

 

Time  Priority  Description 
 Tue Jan 03 12:14:49 2017   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Tue Jan 03 12:14:48 2017   Notice (6)  WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE 
 Tue Jan 03 12:14:46 2017   Notice (6)  TLV-11 - unrecognized OID;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Tue Jan 03 12:14:45 2017   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Tue Jan 03 12:14:45 2017   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Time Not Established  Warning (5)  DHCP WARNING - Non-critical field invalid in response ;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established  Critical (3)  No Ranging Response received - T3 time-out  
 Time Not Established  Notice (6)  WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE 
 Time Not Established  Notice (6)  WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INIT 
 Time Not Established  Critical (3)  No Ranging Response received - T3 time-out  
 Mon Jan 02 20:47:37 2017   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Sun Jan 01 17:33:06 2017   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Wed Dec 28 21:01:34 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Tue Dec 27 03:08:35 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Tue Dec 27 03:08:28 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Tue Dec 27 02:53:48 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Sat Dec 24 13:40:47 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Thu Dec 22 09:52:24 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Mon Dec 19 03:05:41 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Tue Dec 13 02:01:53 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Sat Dec 10 06:10:06 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Tue Dec 06 18:28:06 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Fri Dec 02 12:35:06 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Tue Nov 29 14:52:41 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Sat Nov 26 03:30:31 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Tue Nov 22 10:51:59 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Tue Nov 22 10:31:25 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Tue Nov 22 10:31:21 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Mon Nov 21 10:13:08 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Mon Nov 21 10:12:38 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Mon Nov 21 10:02:31 2016   Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Mon Nov 21 10:02:27 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Mon Nov 21 10:02:22 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Mon Nov 21 10:02:11 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Mon Nov 21 10:02:10 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Mon Nov 21 10:02:05 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Mon Nov 21 10:01:05 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Mon Nov 21 10:01:00 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Mon Nov 21 09:46:30 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 10 22:38:27 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Thu Oct 13 06:15:08 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Thu Oct 13 04:17:13 2016   Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Thu Oct 13 04:17:08 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Thu Oct 13 04:17:05 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Thu Oct 13 04:16:59 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Thu Oct 13 04:16:56 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Thu Oct 13 04:06:41 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Thu Oct 13 02:39:48 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Thu Oct 13 02:39:45 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Thu Oct 13 02:39:39 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Thu Oct 13 02:39:02 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Mon Oct 03 16:36:04 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Mon Sep 26 09:45:58 2016   Critical (3)  SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Sun Sep 25 06:51:13 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Sun Sep 25 06:50:24 2016   Critical (3)  Resetting the cable modem due to docsDevResetNow 
 Sun Sep 25 06:49:48 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Time Not Established  Critical (3)  No Ranging Response received - T3 time-out  
 Sun Sep 25 06:48:58 2016   Critical (3)  Resetting the cable modem due to docsDevResetNow 
 Sun Sep 25 06:43:19 2016   Critical (3)  Resetting the cable modem due to docsDevResetNow 
 Time Not Established  Critical (3)  No Ranging Response received - T3 time-out  
 Sun Sep 25 06:32:10 2016   Critical (3)  Resetting the cable modem due to docsDevResetNow 
 Sun Sep 25 06:30:50 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Sat Sep 24 21:19:18 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Sat Sep 24 21:14:18 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Time Not Established  Critical (3)  No Ranging Response received - T3 time-out  
 Sat Sep 24 21:12:18 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Time Not Established  Critical (3)  No Ranging Response received - T3 time-out  
 Sat Sep 24 21:05:16 2016   Critical (3)  Resetting the cable modem due to docsDevResetNow 
 Wed Sep 21 15:28:05 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Sun Sep 11 00:40:02 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Wed Sep 07 12:16:18 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Fri Sep 02 16:55:05 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
 Fri Sep 02 02:21:11 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:6e:23:63;CMTS-MAC=00:01:5c:7c:9a:46;CM-QOS=1.1;CM-VER=3.0; 
   
Spectrum Employee

Re: Internet Speed Inconsistent

[ Edited ]

No worries.  Technicially I'm not working at all today Smiley Wink

 

jlo00258 wrote:
I also read something about potentially changing the channel my WiFi is on and how to determine which channel is used the least in my vacinity (esp since I'm in an apartment). Would this be beneficial to attempt?

 

Yes, absolutely you should look to lock your 2.4 GHz WiFi coming from this SBG6580 rental modem to a specific channel: 1, 6, or 11 (depending on what your neighbors are using).

In residential settings it's being a bad neighbor if you set it in between (say on channel 2) 

5.0 GHz doesn't have this adjacent inteference issue, which is one of the many improvements in 5.0 GHz bands (802.11n or 802.11ac) versus the legacy 2.4 GHz (802.11b which came out in 1999, and 802.11g which came out in 2003).  If possible, try to connect devices on 5.0 GHz.  Using anything wider than 20 MHz (283 Mbps) for 2.4 GHz WiFi is also being a bad neighbor (as well as weaking your own radio signal's power by spreading it out).

 

In layman's terms:

5.0 GHz better than 2.4 GHz in most cases, if you can see it on your device connect with the 5.0 instead.  The WiFi name labels (called the SSID) should be labeled as such so you can distinguish which one is which.  In general, don't use anything other than channels 1, 6, or 11 for residential environement situations.  You are currently set on "auto" channel for your SBG6580, and this needs to change to having it locked on a specific channel.

 

Can use something like Acrylic WiFi (for PC) or WiFi Analyzer (for Android smartphones) to check what channels your neighbor is on. WiFi analyzer won't show you the channel width however.

 

The SBG6580 you have is an 8-year-old 802.11n device, so you have to choose either 2.4 GHz or 5.0 GHz.  You at least need to get your own modem and your own wifi router that is 802.11ac WiFi, or get a 802.11ac capable rental/leased modem from us (aka. do a store swap).

 

So, you may wish to seriously consider if you'd be better doing you own customer-owned modem (since Charter/TWC allows it and it'd save you $10/mo. on billing) and then doing you own, much more powerful standalone WiFi router.  It might cost $200 or so to get your own modem and router, but for WiFi radio signal strength and simplicity reasons I've always prefered two seperate devices, not an all-in-one "advanced gateway modem" combo.  The wifi devices we rent/lease out are always gateway modems (which are intended for apartments, condos, duplexes, and single-story ranch houses; perfect for elderly customers because we can assist with modifying wifi changes over the phone)

 

WiFi isn't something we can entirely control (can't control the environment at all), and usually requires customer action (i.e.: you have to make effort to change your LAN design, what hardware you're using).

 

Now, for the second issue...

 

Your downstream/receive/forward signal power level is too high, currently sitting at 11 dBmV.  I would suggest reading my topic on that if you want to know more, but basically your signal power is too high.   This is more common in the winter as colder temperatures mean less resistance in the wires which lead to more signal power reach the endpoint (your modem in this case), but there's room for some improvements here.   This would be the kind of thing you would schedule a "troublecall" appointment with us for.

 

Your upstream is relatively low in comparison (33 dBmV) so this may actually be a maintenance issue out of the tap, or if it's "ok per plant design" then you'd need to add a single 2-way splitter (with the other leg of the splitter terminated of course) as it would mean the tap was designed to be split at least once and not a direct line from tap to modem.  This type of cable plant design is more common in apartments/condos (where they the designers try to do lower return levels and higher forward levels so that passive splitter can be assumed to be used).  But if you ever have an unused connection off a splitter, it is supposed to be terminated or it will cause microreflections: https://www.youtube.com/watch?v=6S_YaRvlAic

 

in layman's terms:

Call us on this.  We need to check the tap.  If there's an issue with the tap, that needs to go to maintenance.  Check to see if a splitter is required (field tech would need to call a maintenance tech who can look at the blueprint plant designs for your address, essentially)  I have a feeling the forward/downstream is too high and the return/upstream is too low.  Might be the wrong utility tap type.

 

Finally, you do seem to have a small amount of ingress on all but the 37 MHz of your upstream channels.  The error log is talking about losing both some of the downstream DOCSIS channels and upstream channels (particularly losing the the 24.2 MHz).  This is why your "SNR" (signal-to-noise ratio) is lower on the upstream channels, and would account for the "corrected errors" I noticed.  Because it's mainly the upstream, the source of the leak could also be a neighbor who shares the tap with you.  We might have to disconnect that neighbor's service if it's bad enough.  We can't force a neighbor to call in and schedule an appointment to let us inside to investigate, the most we can do is disconnect their services (which we only do if it's extreme enough to warrant such an action).  My personal opinion is that I hope Charter is more strict on what is considered extreme enough.

 

In layman's terms:

All connectors need to be checked carefully.  There's  a leak somewhere, this allows for stuff from the outside enviroment to ingress into the line and cause unwanted noise (like static/garble on a cellphone call making it harder to understand the person you are talking to).   It could be a neighbor, and if it is bad/extreme enough of a leak, we'd have to disconnect that neighbor's services until it can be corrected (which is completely allowed for in the user agreement).

My postings on this site are my own, off-the-clock, and don’t necessarily represent TWC’s/Charter's strategies or opinions.
Expert

Re: Internet Speed Inconsistent

You are having occasional T3 errors, probably from some ingress somewhere on the coaxial node in your neighborhood.

 Speed drops are usually due to cloud/sync/ onedrive or the win 10 upgrade tsr chewing up bandwidth in your home

Get's worst if a machine is running IPv6.

 All you can do is find the device and put a qos restriction on it to free up bandwidth for other devices.

 

Rookie

Re: Internet Speed Inconsistent

Thank you! I will have to review this more thoroughly and plan out my solutions once I have a good chunk of spare time. That's the one bad thing about working from home over set hours. If there's an issue, it has to either wait to be fixed, or I call all of my clients and cancel our sessions.

 

I think you definitely gave me a good place to start! Yesterday it didn't act up nearly as much. I'll have to find a time to make the recommended adjustments and schedule and appointment. Thanks again!