Newcomer

Internet drops, now extremely slow downstream

Our internet speed has generally been good, but since we got our modem we've been experiencing complete disconnection from the internet at least 3 times a day, if not more. This usually lasts for 5 minutes or so.

 

The first visit we had from technicians at spectrum, they noticed that the wiring was done wrong on the box outside, and "fixed" it for us. This did nothing but to increase the amount of disconnections per day (now 5 or so in a single hour) and drastically lower our download speed. We've been sitting around roughly 1-5 mbps since then.

 

The second visit, we had the technician come in and inspect our modem. He decided to take off the amplifier that was attached to the modem, saying that it might have caused the signal to be too strong and knocked the modem offline. It's been a day and we've only been knocked off the internet twice. I decided to take things into my own hands and investigate for myself.

 

I've been using a python script to automatically log the modem page every 10 minutes. I've noticed that there are a few channels with a huge amount of uncorrectables. downstream 2 is sitting at roughly 84 million as I type this. I also notice that this is the channel with the lowest power, at around -16dBmV and an SNR of 26.47. Sometimes the channel doesn't even display on refresh. I also have noticed that I'm getting a ton of MDD timeout errors. The modem has only been up for an hour and there's already dozens.

 

Does anyone know if there's anything I can do to fix this, or am I going to have to get a technician to come out again  and pray that they find the root of the issue?

8 REPLIES
Expert

Re: Internet drops, now extremely slow downstream

Copy and paste the signal level and error log pages and if you're internet only. If cable TV, where's the modem splitter wise?

you have a wiring issue...

 

 

Newcomer

Re: Internet drops, now extremely slow downstream

 

Heres a few screenshots of my stats. I don’t know about splitters, all I know is there are 2 long coax cables coming from behind the wall in a closet downstairs, one that goes to a tv and another that they decided to use for the modem. There are no visible splitters so I’m unsure. I don’t know a lot about the wiring in the house since it was put in a long time ago, and I wouldn’t know where to start.

 

i’d also Like to make note that I unscrewed the coax from the modem and screwed it back on and it briefly bumped my speed up to about 40 mbps. This only lasted for a few minutes before it quickly deteriorated down to about 10, then 8, and now back to 3-5.

 

Established Sharer

Re: Internet drops, now extremely slow downstream

Copy and paste the signal levels. The screenshots aren't viewable. Also, trace the coax backwards from the closet to the point where it enters your house on the outside. There has to be at least one splitter on the main line. 

Newcomer

Re: Internet drops, now extremely slow downstream

 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 116705.00 MHz-10.30 dBmV32.96 dB256QAM984511321560
Downstream 21615.00 MHz------------------------
Downstream 32621.00 MHz-15.90 dBmV26.68 dB256QAM5316762046636035624087312
Downstream 43627.00 MHz-13.50 dBmV28.94 dB256QAM482933001509465268
Downstream 54633.00 MHz-15.50 dBmV26.94 dB256QAM693947512742864442594004
Downstream 65639.00 MHz-12.30 dBmV30.65 dB256QAM5598667715230
Downstream 76645.00 MHz-16.30 dBmV27.28 dB256QAM559436325836845120629
Downstream 87651.00 MHz-11.10 dBmV32.24 dB256QAM607256271990
Downstream 98657.00 MHz-15.60 dBmV28.79 dB256QAM5441267642790023
Downstream 109663.00 MHz-11.10 dBmV32.24 dB256QAM427807871820
Downstream 1110669.00 MHz-15.00 dBmV28.94 dB256QAM5049954821972415
Downstream 1211675.00 MHz-11.40 dBmV31.14 dB256QAM5784980218090
Downstream 1312681.00 MHz-13.30 dBmV30.15 dB256QAM76967311117040
Downstream 1413687.00 MHz-12.40 dBmV30.59 dB256QAM10342885417512520036
Downstream 1514693.00 MHz-11.20 dBmV31.69 dB256QAM10607155710947787
Downstream 1615699.00 MHz-12.80 dBmV31.14 dB256QAM11230151326430

 

 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 19237.00 MHz40.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s16QAM
Upstream 29130.60 MHz39.50 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s16QAM
Upstream 39025.00 MHz38.50 dBmVDOCSIS1.x (TDMA)2560 kSym/s16QAM
Upstream 48921.00 MHz37.50 dBmVDOCSIS1.x (TDMA)2560 kSym/s16QAM

 

Looks like downstream 2 is completely unviewable now. downstream 3 is starting to disappear too when I refresh the page.

Newcomer

Re: Internet drops, now extremely slow downstream

I've traced my cables outside. Their are 4 separate cables that run from a box on the opposite end of the house. One of the cables goes up to the living room, and the rest travel together to the other side of the house. One is fed into a bedroom, and the other two are the ones fed through underneath the front porch to the modem and tv downstairs. There doesn't seem to be any splitters that I can see. The technicians did install new lines to the telephone pole that run directly through the squirrel infested trees in the front yard though, which was during the visit that initially triggered the slow internet speeds.

Expert

Re: Internet drops, now extremely slow downstream

Call TWC back out, The line is chewed up again... Trim the tree so they can't sit on branches and chew the line.

Your levels are all out of spec, the high loss on DS indicates water into a chewed up line.

Anything below -8 dBmv is trouble and below -12 won't work on QAM 256

 s/n must be greater than 34dB and most of yours are lower, at 30 dB s/n, good luck.

 

 

I'd also make sure there's only enough splitters/ports in the outside box that feed the active devices.  So if there's only one cable that feeds the modem and tv, there should be no splitters outside.

 

Newcomer

Re: Internet drops, now extremely slow downstream

The technicians came out to look again, told them about everything I noticed. They replaced all the wiring coming from the box to my modem and replaced the modem itself. Now I'm registering a consistent 22 mbps, which is a lot better than 1-3. We'll see if it continues throughout the day.

Established Sharer

Re: Internet drops, now extremely slow downstream

Are you on a 20 Mbps plan? Post your signal levels again for comparison.