Observer

incorrect speed/provisioning or real problem?

I recently upgraded service to the basic Spectrum 60/5 from the TWC basic (which I think was recently bumped to 20/2), however I am not getting new speeds. I have a suspicion the modem is not correcly provisioned as I cannot reset it via the self service web page. If this is what the techs on the phone were trying, it never worked. 

 

I have an SB6141 which I have done a factory reset on, and I have been told signal levels look good. Any chance of getting this fixed without a tech coming out?

 

This page provides information about the current upstream and downstream signal status of your Cable Modem.

 

DownstreamBonding Channel Value
Channel ID
Frequency657000000 Hz 663000000 Hz 669000000 Hz 675000000 Hz 681000000 Hz 687000000 Hz 693000000 Hz 699000000 Hz 
Signal to Noise Ratio35 dB 35 dB 35 dB 35 dB 35 dB 35 dB 35 dB 35 dB 
Downstream ModulationQAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
-9 dBmV  -9 dBmV  -9 dBmV  -10 dBmV  -9 dBmV  -10 dBmV  -10 dBmV  -10 dBmV  

 

UpstreamBonding Channel Value
Channel ID18 17 19 20 
Frequency24200000 Hz 19400000 Hz 30600000 Hz 37000000 Hz 
Ranging Service ID11139 11139 11139 11139 
Symbol Rate5.120 Msym/sec 2.560 Msym/sec 5.120 Msym/sec 2.560 Msym/sec 
Power Level47 dBmV 45 dBmV 47 dBmV 49 dBmV 
Upstream Modulation[3] QPSK
[3] 16QAM
 
[3] QPSK
[2] 16QAM
 
[3] QPSK
[3] 16QAM
 
[3] QPSK
[3] 16QAM
 
Ranging StatusSuccess Success Success Success 

 

Signal Stats (Codewords)Bonding Channel Value
Channel ID
Total Unerrored Codewords109811556 108986647 108971865 108994219 108968001 108968203 108969288 108970554 
Total Correctable Codewords16 14 16 20 
Total Uncorrectable Codewords1638 722 1419 1342 1481 615 1548 1595 
4 REPLIES
Expert

Re: incorrect speed/provisioning or real problem?

You have a major level issue Get rid of the splitters for a start.

 Why aren't you using the free modem that Spectrum is supposed to give you with 60/6 service?

 

Observer

Re: incorrect speed/provisioning or real problem?

Still no luck

http://www.speedtest.net/my-result/6276137125

This page provides information about the current upstream and downstream signal status of your Cable Modem.

 

DownstreamBonding Channel Value
Channel ID
Frequency687000000 Hz 657000000 Hz 663000000 Hz 669000000 Hz 681000000 Hz 693000000 Hz 699000000 Hz 705000000 Hz 
Signal to Noise Ratio37 dB 38 dB 38 dB 37 dB 35 dB 37 dB 37 dB 37 dB 
Downstream ModulationQAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
1 dBmV  1 dBmV  1 dBmV  1 dBmV  1 dBmV  1 dBmV  1 dBmV  0 dBmV  

 

UpstreamBonding Channel Value
Channel ID18 17 19 20 
Frequency24200000 Hz 19400000 Hz 30600000 Hz 37000000 Hz 
Ranging Service ID14326 14326 14326 14326 
Symbol Rate5.120 Msym/sec 2.560 Msym/sec 5.120 Msym/sec 2.560 Msym/sec 
Power Level38 dBmV 36 dBmV 38 dBmV 39 dBmV 
Upstream Modulation[3] QPSK
[3] 16QAM
 
[3] QPSK
[2] 16QAM
 
[3] QPSK
[3] 16QAM
 
[3] QPSK
[3] 16QAM
 
Ranging StatusSuccess Success Success Success 

 

Signal Stats (Codewords)Bonding Channel Value
Channel ID
Total Unerrored Codewords3449086 3457568 3466370 3473764 3440946 3442074 3440810 3443588 
Total Correctable Codewords43 16 10 10 14 
Total Uncorrectable Codewords660 809 644 1434 1577 1578 1588 1472 
Highlighted
Observer

Re: incorrect speed/provisioning or real problem?

Provisioning error! Finally got in touch with a support person that found a work order open and they had to contact "internal support" in order to close it. Once that was done they re-provisioned the modem and it's working great. Glad there are a few of the front-line support staff that know the TWC/Spectrum systems!

Expert

Re: incorrect speed/provisioning or real problem?

It should also work a lot bettter with the levels closer to 0 dBmv... -10 is too close to the edge and results in a poorer s/n and susceptability to noise.

I assume you own this modem, rather than using one of spectrums "free" rentals..

The first  tier you talk to cannot fix any modem provisioning problems (they call them  "billing codes") The "open ticket" was probably from your earlier call, at least they actually openned a ticket, shame they never forwarded it to Tier 3 Robot Mad

You must get transferred to tier 3 which sounds like what happened .