you have major signal level issues. Modem must be on the first 2 way splitter if you have cable boxes or no splitter if you're internet only. could also be corroded or oxidised center wire, or a bad 2 way splitter or open ports, if there are multiple cable jacks, there's splitters somewhere, check behind wall plates, make sure all center wire is shiny copper , extends 1/8" beyond the nuts and nuts are a tad more than finger tight.
You are having ingress/ distortion on the DS channels.
Your upstream has killed off 3 needed upstream channels to concentrate everything onto a single US channel and at +56 dBmv, it is at max.
You should see 4 US channels with levels below +52 dBmv with 30-50 dBmv being optimum
Sounds like twc needs to send a tech.. THIS CANNOT BE FIXED OVER THE PHONE NO MATTER WHAT THEY CLAIM...
|hannel||Lock Status||US Channel Type||Channel ID||Symbol Rate||Frequency||Power|
|1||Locked||TDMA||1||2560 Ksym/sec||19400000 Hz||56.5|
Guess you don't know how docsis 3 bonded channels work or what apartment buildings have hidden behind wallplates..usually old corroded hex crimped connectors on rg 59 coax and either splitters or directional couplers only rated for 50-500 mHz for a MATV system
All that old crap needs to go so upstream has a decent low loss path and can divide up it's power for rumnning bonded channels.
And sorry but docsis 3 modems just don't work in the real world at their limits which are only useable on lab quality test parameters.
The real world levels are DS -8 to +8 dBmv with at least a 35 dB s/n and no more than 3 dB from the lowest to highest channel and .5 dB between adjacent channels.
US must be below +52 dBmv and preferably in the +30 to +50 dBmv range for channel bonding to work.
Any skipped over DS channels MUST NOT have severe ingress from broadcast TV, 4G cellular, LMR, or other licensed/unlicensed source that is 3 dB higher than the qam levels. Modem channel assignments must be within their bandwidth acceptance specs.
And 6580's are obsolete as they won't do IPv6, TWC is throwing them out as wellas 6121's that only had a 36 mHz acceptance bandwidth
Main problem is that TWC/Spectrum is replacing modems rather than repairing Ingress and noise issues on their 40 year old ailing outside plant
If the attenuator doesn't reduce the correctables/ uncorrectables, you'll need twc out.
Sounds like you have interference from other modems on the usual 1-6-11 and need to pick channels centered between them like 3-4-8-9 as the channels when running 40 meg+ overlap a bit
Ok, so since it's been a couple weeks i wanted to post one final update.
Since the Spectrum tech coming out and replacing the crappy UBEE router with the Technicolor one, i've had ZERO issues at all with my PS4 controller having horrible interference, and i've played alot at different times of the day, over many days.
I'm assuming if enough people complained about this issue that Spectrum would have UBEE research further and no doubt fix it via a router firmware update, but for the time being, if anyone else has this weird issue, the fix is to get a different Router/Modem model. In my case, it was getting rid of the UBEE all in one router, and having them give me the Technicolor all in one instead.
Thanks again to MsRaye and everyone else for their help!!!
If the change is to take place on an employee account it does need to be
handled by a specific group. The employee needs to initiate the change
with this group.
Our call center/chat agents are not allowed or able to make any changes
to the account.
Spectrum-Social Media Customer Care
Lead Moderator-Community Forums
The router is wireless and it is functioning well but the modem I think is the problem because it is showing being not online and trying to reconnect for some time.
Yeah it's the modem and more... I'll try to keep it brief...
1. This is a customer owned modem right? If so, you are aware I hope that a Motorola SURFboard SB5101U DOCSIS 2.0 Cable Modem is not designed to support the speeds you're asking for it to provision right? (that modem can't do much more than 20 Mbps down)
It looks like it's trying to provision a DOSIS 2.0 for 73.73 Mbps max down by 6.14 Mbps max up (better known as the 60x6 provisioning that Charter/Spectrum uses), but that's isn't going to work right on a DOCSIS. Really nobody should be using DOCSIS 1.0, 1.1, or 2.0 anymore for high-speed data (HSD, aka modern internet) equipment (modems) on the Charter network.
If I'm right that it's a customer-owned. Go buy a new SurfBoard. That's on you, your responsibility.
And if anyone still has a rental SB5101u, it's waaaay past time to swap it out for an DOCSIS 3.0; and you can do that at any local store location.
For you @Mike3332 , looks like your closest is:
1515 N Pointe Dr
Durham, NC 27705
Mon-Fri 8AM - 6PM, Sat 9AM - 5PM
2. Your modem's HFC MAC is showing as a COMAWG3 (AWG = advanced wireless gateway, aka it include a built-in wireless router). This incorrect, because the SB5101 is a cable-only cable modem. Frankly I prefer it that way (not having the wireless router built in) for a variety of quality and technical reasons I'm not going to go off-topic ranting about, but it needs to be fixed into COMMOD2 because that's what it is. When you get a new, DOCSIS 3.0 modem, it'll need to be coded as COMMOD3.
3. There seems to be either a modem hardware or cable plant issue, the modem itself keeps losing the 37 MHz upstream link. I would start getting a quality replacement for the modem and going ahead with scheduling a troublecall (TC), a repair appointment for "internet intermittency"
4. Signal power levels... Overall they're averaging out ok, but they seem somewhat unstable. You only have 2 frequencies on a DOCSIS 2.0, currently:
-4.5 dBmV on 615 MHz for the downstream/receive/Rx/forward @ the modem.
51 dBmV on 37 MHz for the upstream/transmit/Tx/return @ the modem.
but I see a +/-6 dB variation on the downstream and a +/- 2 dBmV variation on the upstream (meaning at times you're sitting at a 53 dBmV Tx, which is too high).
Has it been few decades since somebody last maintenanced your cable wiring at your home? Might be time to schedule an appointment, just saying...
Also either the signal power levels are out of range at the tap or you have splitters. With no TV boxes I can only assume you are boxless, which means you don't really need whatever splitter would be there, or at least just a single 2-way splitter with other port/leg of the splitter terminated at the splitter (so the unused stretch of wire isn't a source of microreflections). I'd wager there's going to be a couple splitters somewhere, and if that's true it's also possible those unused wires are a source of ingress.
So in short/conclusion, getting a good quality replacement for your old DOCSIS 2.0 customer-owned modem is your responsibility, and the cable plant is our responsibility. If both work together for troubleshooting, I'm sure this frustating issue of the modem constantly losing connectivity can be brought to an end. I'd recommend having a replacement modem ready by the time of the appointment. Otherwise I'd have to be a rental/leased.
Yes, I suggest renting their modem for a couple months, just to prove the problem isn't YOUR modem and they need to fix their cable and network problems. Insist on a billing credit for the entire time they couldn't deliver rated speed up and down. Then switch back to buying your own personal modem after things are working right. If your speeds immediately nosedive, something else is wrong at TWC. It's usually that TWC pushed the wong provisioning code into your modem when you switched back.
If I was replacing my modem today, I would buy the Motorola MB7420 which came out around Christmas 2015. Priced under $100 at several discount electronics stores, it's a 16 x 4 design, useable (but not yet certified) on TWC/Spectrum networks at DL speeds up to 300 Mbps. It is a modem only (no router or WiFi), supports IPv6, has Gigabit ethernet ports, and has full bandwith receive [108-1000 MHz] which allows it to perform well even on TWC's non-standard DS channel plans. But again, rent from TWC until they can make theirs work at the DL & UL speeds you are paying for AND they credit you for the entire time it didn't make the numbers; THEN switch.
*** EDIT *** New FF update 52.02 pushed out on 3/28!