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Signal Strength Reduced Again: Problem is no longer fixed

Our problem in this url was fixed early August when the signal strength was increased to within the designated parameters. http://forums.timewarnercable.com/t5/Connectivity/Connectivity-Drops-for-a-minute-or-two-Seems-to-be... .   A week after fixed, it was bad again and getting worse.  Now we lose connectivity for a minute or two -- enough to lose internet connectivity at very inconvenient times.  We need the signal strength increased to where it was at the resolution of the problem above.

Here is our log from 8/16/2017:

Connection

This page displays information on the status of the cable modem's HFC and IP network connectivity.

Top of Form

Startup Procedure

Procedure

Status

Comment

Acquire Downstream Channel

621000000 Hz

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Configuration File

OK

 

Security

Enabled

BPI+

 

Downstream Bonded Channels

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR

Correctables

Uncorrectables

1

Locked

QAM256

28

621000000 Hz

-4.5 dBmV

41.9 dBmV

335002

21096

2

Locked

QAM256

26

609000000 Hz

-4.7 dBmV

41.5 dBmV

8605

12553

3

Locked

QAM256

27

615000000 Hz

-4.4 dBmV

41.9 dBmV

7521

10850

4

Locked

QAM256

25

603000000 Hz

-5.3 dBmV

41.4 dBmV

10410

13988

5

Locked

QAM256

29

627000000 Hz

-4.3 dBmV

41.9 dBmV

6578

10516

6

Locked

QAM256

30

633000000 Hz

-4.3 dBmV

41.7 dBmV

6505

11047

7

Locked

QAM256

31

639000000 Hz

-4.5 dBmV

41.4 dBmV

4874

10026

8

Locked

QAM256

32

645000000 Hz

-4.3 dBmV

41.4 dBmV

5556

9376

 

Total Correctables

Total Uncorrectables

385051

99452

 

Upstream Bonded Channels

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

4

2560 Ksym/sec

37000000 Hz

43.3 dBmV

2

Locked

ATDMA

2

5120 Ksym/sec

24200000 Hz

40.3 dBmV

3

Locked

ATDMA

3

5120 Ksym/sec

30600000 Hz

41.5 dBmV

4

Locked

TDMA

1

2560 Ksym/sec

19400000 Hz

40.0 dBmV

 

CM IP Address

CM IP Address

fe80::21c:7bff:fee3:8d8f/64

 

 

 

Bottom of Form  Current System Time: Wed Aug 16 10:11:56 2017

I will attach Sept 4 2017 in the post below.

 

 

 

 

 

9 REPLIES
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Re: Signal Strength Reduced Again: Problem is no longer fixed

Status

Connection

This page displays information on the status of the cable modem's HFC and IP network connectivity.

Top of Form

Startup Procedure

Procedure

Status

Comment

Acquire Downstream Channel

621000000 Hz

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Configuration File

OK

 

Security

Enabled

BPI+

 

Downstream Bonded Channels

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR

Correctables

Uncorrectables

1

Locked

QAM256

28

621000000 Hz

-5.1 dBmV

41.4 dBmV

335003

21096

2

Locked

QAM256

25

603000000 Hz

-4.5 dBmV

41.4 dBmV

8637

12553

3

Locked

QAM256

26

609000000 Hz

-4.6 dBmV

41.4 dBmV

7564

10850

4

Locked

QAM256

27

615000000 Hz

-4.6 dBmV

41.9 dBmV

10439

13988

5

Locked

QAM256

18

561000000 Hz

-6.3 dBmV

40.8 dBmV

6612

10516

6

Locked

QAM256

29

627000000 Hz

-5.3 dBmV

41.4 dBmV

6525

11047

7

Locked

QAM256

31

639000000 Hz

-6.1 dBmV

40.7 dBmV

4880

10026

8

Locked

QAM256

32

645000000 Hz

-6.2 dBmV

40.8 dBmV

5577

9376

 

Total Correctables

Total Uncorrectables

385237

99452

 

Upstream Bonded Channels

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

4

2560 Ksym/sec

37000000 Hz

43.3 dBmV

2

Locked

ATDMA

2

5120 Ksym/sec

24200000 Hz

41.3 dBmV

3

Locked

ATDMA

3

5120 Ksym/sec

30600000 Hz

41.3 dBmV

4

Locked

TDMA

1

2560 Ksym/sec

19400000 Hz

40.0 dBmV

 

CM IP Address

CM IP Address

fe80::21c:7bff:fee3:8d8f/64

 

 

Aug 22, 2017 roughly 11:35pm

 

Status

Connection

This page displays information on the status of the cable modem's HFC and IP network connectivity.

Top of Form

Startup Procedure

Procedure

Status

Comment

Acquire Downstream Channel

621000000 Hz

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Configuration File

OK

 

Security

Enabled

BPI+

 

Downstream Bonded Channels

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR

Correctables

Uncorrectables

1

Locked

QAM256

28

621000000 Hz

-6.7 dBmV

40.9 dBmV

335016

21096

2

Locked

QAM256

16

549000000 Hz

-6.6 dBmV

40.8 dBmV

8644

12553

3

Locked

QAM256

17

555000000 Hz

-6.4 dBmV

40.9 dBmV

7572

10850

4

Locked

QAM256

21

579000000 Hz

-5.6 dBmV

41.4 dBmV

10440

13988

5

Locked

QAM256

25

603000000 Hz

-5.8 dBmV

41.7 dBmV

6614

10516

6

Locked

QAM256

26

609000000 Hz

-6.1 dBmV

41.4 dBmV

6538

11047

7

Locked

QAM256

15

543000000 Hz

-7.1 dBmV

40.8 dBmV

4883

10026

8

Locked

QAM256

29

627000000 Hz

-6.9 dBmV

40.8 dBmV

5588

9376

 

Total Correctables

Total Uncorrectables

385295

99452

 

Upstream Bonded Channels

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

4

2560 Ksym/sec

37000000 Hz

42.0 dBmV

2

Locked

ATDMA

2

5120 Ksym/sec

24200000 Hz

39.5 dBmV

3

Locked

ATDMA

3

5120 Ksym/sec

30600000 Hz

40.5 dBmV

4

Locked

TDMA

1

2560 Ksym/sec

19400000 Hz

38.8 dBmV

 

CM IP Address

CM IP Address

fe80::21c:7bff:fee3:8d8f/64

 

 

 

Bottom of Form

Current System Time: Sat Sep 02 07:32:46 2017

 

 

Status

Connection

This page displays information on the status of the cable modem's HFC and IP network connectivity.

Top of Form

Startup Procedure

Procedure

Status

Comment

Acquire Downstream Channel

621000000 Hz

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Configuration File

OK

 

Security

Enabled

BPI+

 

Downstream Bonded Channels

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR

Correctables

Uncorrectables

1

Locked

QAM256

28

621000000 Hz

-6.0 dBmV

41.4 dBmV

335016

21096

2

Locked

QAM256

17

555000000 Hz

-6.3 dBmV

40.8 dBmV

8644

12553

3

Locked

QAM256

22

585000000 Hz

-5.4 dBmV

41.4 dBmV

7572

10850

4

Locked

QAM256

24

597000000 Hz

-4.8 dBmV

41.9 dBmV

10440

13988

5

Locked

QAM256

25

603000000 Hz

-5.2 dBmV

41.9 dBmV

6614

10516

6

Locked

QAM256

26

609000000 Hz

-5.4 dBmV

41.9 dBmV

6538

11047

7

Locked

QAM256

16

549000000 Hz

-7.0 dBmV

40.4 dBmV

4883

10026

8

Locked

QAM256

29

627000000 Hz

-6.2 dBmV

40.9 dBmV

5588

9376

 

Total Correctables

Total Uncorrectables

385295

99452

 

Upstream Bonded Channels

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

4

2560 Ksym/sec

37000000 Hz

42.0 dBmV

2

Locked

ATDMA

2

5120 Ksym/sec

24200000 Hz

39.5 dBmV

3

Locked

ATDMA

3

5120 Ksym/sec

30600000 Hz

40.5 dBmV

4

Locked

TDMA

1

2560 Ksym/sec

19400000 Hz

40.0 dBmV

 

CM IP Address

CM IP Address

fe80::21c:7bff:fee3:8d8f/64

 

 

 

Bottom of Form

Current System Time: Sun Sep 03 07:23:38 2017

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Re: Signal Strength Reduced Again: Problem is no longer fixed

History: Problem reported June 16.  Matthew from TWC/Spectrum came to our house August 15, 2017.

 

Matthew checked our lines which were flawless but the downstream signal levels to our modem (which is Docsys 3 compatible which can handle a bandwidth of 300 Mbps) were around -12dB. Matthew said the problem was on your end and that he would have another technician boost the signal levels within 48 hours. Just to be safe he upgraded a few connectors.

 

Aug 15, 2017

The downstream signal levels were boosted to around -4.3 to -4.5db on 7 channels and -5.3db on one channel

 

Each day since, the downstream signal levels have been stealthily creeping downward.

Please correct this problem and provide us the signal levels we need.

We have been tracking the downstream signal levels on an almost daily basis.

 

Aug 22, 2017

The downstream signal levels have dropped on four channels to below -6db.

 

Each day it is a different 4 channels that drop below -6db

 

Each day

channel one shows 335002 correctable errors and 21096 uncorrectable errors

Total Correctables:385237

Total Uncorrectables: 99452

 

Rebooting the modem and/or router does not improve anything

Expert

Re: Signal Strength Reduced Again: Problem is no longer fixed

Reset fec counters , even though the correcteds look high, I think they were from last month, they've not increased much in the past week. but starting back at zero will be easier to analyze

 

I don't like seeing ds levels that low, It indicates modem is not on the first 2 way splitter or there's bad coax or levels out at the street.

Please redescribe what's between the street and the modem... are you internet only?

 

Browser

Re: Signal Strength Reduced Again: Problem is no longer fixed

I could not find my reply to you from yesterday.  

We don't know how to reset the fec.

Matthew  from TWC/Spectrum checked everything between our modem and the street.  He said there is nothing wrong there.  He also said the signal is weak.  Nothing has changed except the signal strength again.

Browser

Re: Signal Strength Reduced Again: Problem is no longer fixed

we are internet and phone
Expert

Re: Signal Strength Reduced Again: Problem is no longer fixed

Verify that the modem direct connects to the outside grounding block and that there's no splitters inline. If there are jacks elsewhere in the house and they;'re active, there is / are splitters in line that need to be bypassed or a new , clean lkine run from the modem to where the grounding block is.

Is the line to the pole overhead or underground? Does it go into the grey (usually) box on the outside of the house and numerous lines go in? Open the box, post a photo of what's in it.

Line could also be rodent chewed and water logged. Level is around 6 dB too low for no splitters....

 

Browser

Re: Signal Strength Reduced Again: Problem is no longer fixed

One splitter and both modems  (one modem is yours  and brand new and one is a Zoom which is taking the the measurements.  Modems are in  5 feet of the  TWC splitter .  We don't know where the grounding block is.  All lines were checked by Matthew looking for chewing, for water damage, and any breaks and damage.  Matthew check the grounding and everything between the house and the gray box.  The lines are underground.

Matthew checked the signal from the demarcation box an found it way too low.  It is the same in the inside house as at the demarcation box..insignification difference.  

 

If you sent us a technician that does not know what he is doing, then you need to send us another one.  Matthew seemed very capable.  He had them change the signal strength from your office and it was fixed for several days until you dropped it again.

 

We feel we are getting the run around.

Established Sharer

Re: Signal Strength Reduced Again: Problem is no longer fixed


spark1 wrote:

One splitter and both modems  (one modem is yours  and brand new and one is a Zoom which is taking the the measurements.  Modems are in  5 feet of the  TWC splitter .  We don't know where the grounding block is.  All lines were checked by Matthew looking for chewing, for water damage, and any breaks and damage.  Matthew check the grounding and everything between the house and the gray box.  The lines are underground.

Matthew checked the signal from the demarcation box an found it way too low.  It is the same in the inside house as at the demarcation box..insignification difference.  

 

If you sent us a technician that does not know what he is doing, then you need to send us another one.  Matthew seemed very capable.  He had them change the signal strength from your office and it was fixed for several days until you dropped it again.

 

We feel we are getting the run around.


Just to clarify,  neither modem that you have belongs to anyone posting in the forums,  we didn't send you a technician, and we didn't drop your signal level.  The forums get peer-to-peer support from customer volunteers with experience in the world of cable TV and internet networks.  Unless that person is clearly identified as a TWC or Spectrum employee, we are customers just like  you, with no financial interest in Spectrum and no influence over their technical or business practices.

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Re: Signal Strength Reduced Again: Problem is no longer fixed

Yes, MsRaye  told us to get a technician out on page 2 of this record ... problem started June 19.  http://forums.timewarnercable.com/t5/forums/v3_1/forumtopicpage/board-id/connectivity/thread-id/4398...  We have had good signal levels only about a week in the last three months and that was after the signal was strengthened.  

The technician checked everything and said all was good but the signal from the junction box to our house.  He was looking for splitters, water somewhere in the line, animals chewing the lines.  He found nothing wrong.  He checked the signal strength.  He said it would take a day or two to fix from the Spectrum site.  It was fixed the next day on July 16.  You can see all the logs we pulled in the other record.