N/A

Slow / disconnect / streaming impossible. Log attached PLEASE HELP

I can't stay connected to a work VPN let alone use it for anything close to entertainment.  I had problems so I changed out the cable modem supplied for another I purchused. Initially the returns were excellent, could stream UHD from netflix and amazon and watch live Vue tv without issue.  Needless to say, connecting to a work vpn and doing database work wasn't taxing at all.   Fast forward approx 3 weeks and here I am. This started about a week ago.  It was down (not spotty) and when I contacted them they said they were aware of the issue,  techs were already on site, and would be resolved in a couple hours.  Well since then it's been spotty at best.  I'm not a network guy (more than plugging in and setting up simple networks/wifi) so just looking for any insight into these logs.   Basically are the numbers in an acceptable range?  I just rebooted the modem trying to sure up my work VPN (maybe 20 minutes before copy/pasting these logs) if that has any effect on it.

 

 Here is the cable modem connection log;

 


Cable Connection

Apply Cancel
Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
0

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 741000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode IPv6 Only ipv6Only(1)

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 15 741000000 Hz -6.1 dBmV 37.9 dB 0 0
2 Locked QAM256 1 657000000 Hz -4.3 dBmV 39.4 dB 6 0
3 Locked QAM256 2 663000000 Hz -4.8 dBmV 39.1 dB 13 0
4 Locked QAM256 3 669000000 Hz -4.8 dBmV 39.1 dB 10 0
5 Locked QAM256 4 675000000 Hz -4.4 dBmV 39.1 dB 9 0
6 Locked QAM256 5 681000000 Hz -4.7 dBmV 39.1 dB 13 0
7 Locked QAM256 6 687000000 Hz -4.7 dBmV 39 dB 7 0
8 Locked QAM256 7 693000000 Hz -4.4 dBmV 39.1 dB 4 0
9 Locked QAM256 8 699000000 Hz -5 dBmV 38.6 dB 3 0
10 Locked QAM256 9 705000000 Hz -4.9 dBmV 38.6 dB 1 0
11 Locked QAM256 10 711000000 Hz -5 dBmV 38.6 dB 1 0
12 Locked QAM256 11 717000000 Hz -5.4 dBmV 38.4 dB 0 0
13 Locked QAM256 12 723000000 Hz -5.6 dBmV 38.4 dB 0 0
14 Locked QAM256 13 729000000 Hz -5.7 dBmV 37.2 dB 0 0
15 Locked QAM256 14 735000000 Hz -6.1 dBmV 37.2 dB 1 0
16 Locked QAM256 16 747000000 Hz -6.3 dBmV 31.8 dB 532876 296019
17 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
18 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
19 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
20 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
21 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
22 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
23 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
24 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 58 5120 Ksym/sec 24200000 Hz 39.8 dBmV
2 Locked TDMA 57 2560 Ksym/sec 19400000 Hz 38.8 dBmV
3 Locked ATDMA 59 5120 Ksym/sec 30600000 Hz 41.8 dBmV
4 Locked ATDMA 60 2560 Ksym/sec 37000000 Hz 43.5 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

5 REPLIES
Expert

Re: Slow / disconnect / streaming impossible. Log attached PLEASE HELP

Get rid of your Verizon phone...

or, get rid of all the extra splitters and bad coax/connectors, you have horrible Ingress from one or more Verizon handsets...

16 Locked QAM256 16 747000000 Hz -6.3 dBmV 31.8 dB 532876 296019... worst I've seen here.

 

N/A

Re: Slow / disconnect / streaming impossible. Log attached PLEASE HELP

"Get rid of your Verizon phone..."  isn't really a solution.  Are you saying that anyone with a verizon phone can't use spectrum or the internet?  

 

I live in a condo, it's unreasonable and not even possible.  If that's the case it's not "fixable"?  Since I can't force tenants in adjoining condos to "get rid of" their Verizon phones.

 

So I'm going to skip to the part that I think maybe (again I'm asking I'm not an expert) you really meant for me to concentrate on.  I have exactly one run into the condo, and that's where the modem is plugged in.  IF there are splitters / bad coaxial connections then I would assume it's somewhere outside of my control and between myself (modem) and the source signal.  Does  this sound reasonable?

 

In short:   The signal isn't what you would expect to see as a clean signal?

 

Thanks in advance for any help.

 

Highlighted
Expert

Re: Slow / disconnect / streaming impossible. Log attached PLEASE HELP

Call TWC out, tell them it's ingress from Verizon phones.... Needs a tech out. Something is bad in the building.

And yes, turn off your verizon phone to see if it is indeed yours that's causing the ingress, Look at the s/n on the 747 channel... If it drops below the rest, it's not your phone but someone elses.

You can also try complaining to Verizon but they are worst than TWC/spectrum, totally technically inept and i've been waiting for a month for answers on open tickets and have been thrown out of one of their stores after being sent to a runaround between 3 and phone support on a new phone.  4G service here stinks and it can take me 15 minutes to a day to receive text messaging on their 747-760 4G path. Sometimes it drops to 3G and that's even worst.   If you don't have a full set of "bars" the handset it forced to transmit at Hi power making ingress worst.

 

 If this is your phone, make sure all coax connectors are tight and of the compression, not hex crimped ones, including whatever is on the backside of the wall plate.  You are on a splitter, maybe other suites or empty wall jacks, maybe old rg59 cable as well, the levels don't lie...

Keep phone away from the modem, further the better.

 

TWC should not be using 693 mHz to 900 as it's plagued with ingress into the ailing TWC/now Spectrum coax that was installed 20-30-40 years ago and not designed for any sort of digital and 2 way data. 

Switching phones in the 4G band won't help either, There wasn't any issues when the phones were in the 1700-1900 mHz bands and this will get a lot worst when 5G is turned on in the 600 mHz unused TV broadcast channels. It will then be untraceable here on the forums as the FCC databases are a mess, scattered between 4 seperate services

 

 

 

Established Sharer

Re: Slow / disconnect / streaming impossible. Log attached PLEASE HELP


Thrj wrote:

"Get rid of your Verizon phone..."  isn't really a solution.  Are you saying that anyone with a verizon phone can't use spectrum or the internet?  

 

I live in a condo, it's unreasonable and not even possible.  If that's the case it's not "fixable"?  Since I can't force tenants in adjoining condos to "get rid of" their Verizon phones.

 

So I'm going to skip to the part that I think maybe (again I'm asking I'm not an expert) you really meant for me to concentrate on.  I have exactly one run into the condo, and that's where the modem is plugged in.  IF there are splitters / bad coaxial connections then I would assume it's somewhere outside of my control and between myself (modem) and the source signal.  Does  this sound reasonable?

 

In short:   The signal isn't what you would expect to see as a clean signal?

 

Thanks in advance for any help.


It's not that NOBODY can ever use a Verizon cell phone, just that their internet data modem on Spectrum cable cannot be assigned to the data channels at 741 and 747 MHz.  If possible, keep the phone at least six feet away from your data modem.   Your signal  interference level is severe; it is degrading the signal-to-noise below the 34 dB minimum required for the modem to decode digital data.   That's normally not caused by a cell phone in an adjacent dwelling unit, unless a neighbor has either illegally installed a mobile signal booster in their home or added a TV signal amplifier feeding extra TV sets or DVRs.

Expert

Re: Slow / disconnect / streaming impossible. Log attached PLEASE HELP

umm, it's an apt/condo Karl... some use directional couplers  with like 8-20 dB of loss and pass thru to the next unit behind the wall plate. Cpap machines, smart meters are using 3G-4G cellular for data. anything upstream towards the outside will leak in thru unterminated ports as they only meet the isolation specs when terminated with a 75 ohm resistive load, not a chunk of 75 uhm unterminated or RG59 braid shielded coax.

 SMART electric meters have had issues generating noise, see if yours is a  I-tron with a FCC id on it.... 

 But i'll bet it's your Verizon phone (and of course there's nothing wrong with their stuff, it's their competitors fault...) when in fact it's both parties and the FCC's fault

 Is this a multi story apt building? 

What's on the backside of the wall plate.

Does cable from the jack blow straight thru an outside wall and is visible on the exterior?

Is there a meter/storage room where all cables run to if interior wiring ?

Any photo's will help.. , level indicates that jack is not directly connected to a hardline pole tap.