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Cable internet connection keeps on dropping

I'm not sure what's going on but several times a day, the internet connection will drop and lose connection completely.

I am running a UBEE Modem/Wireless Router Combo. DVW32CH

Can you tell me if my signals look ok in all teh different channels ?

 

https://www.dropbox.com/s/wv5bmq4u5q1lnx8/UBEE5917.JPG?dl=0

 

2nd image of connection like 10-15 min later

 

https://www.dropbox.com/s/8zdte1m9d55cts3/UBEE59172.JPG?dl=0

 

 

 

 

15 REPLIES 15
Helper

Re: Cable internet connection keeps on dropping

- Are there any direct wired connections and are they dropping internet or is it only wireless?

- Does this occur on multiple devices?

- Do you also have tv service and is it losing picture/pixelating? 

- Is this a new issue or an old issue?

- Have you made any recent changes to your set up?

- Do you know if your neighbors have the same issue?

 

Post the error log. The guys here know how to read it. You may have wifi interference issues. 

Expert

Re: Cable internet connection keeps on dropping

COPY AND PASTE the signal and error log pages, I can't pick out relevant information with those links...

DO NOT RESET THE MODEM, the correcteds/ uncorrected should not be 0's if you're having dropouts.

 What are the lights on the modem doing when this occurs?

 I also assume you're in NYC from the lineup and there are known INGRESS issues around 333 mHz that twc/spectrum will not remedy

 

 

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Re: Cable internet connection keeps on dropping

Startup ProcedureProcedureStatusComment

Acquire Downstream Channel291000000 HzLocked
Connectivity StateOKOperational
Boot State  
Configuration FileOK 
SecurityEnabledBPI+

 

Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables

1 QAM256 291000000 Hz-3.6 dBmV40.1 dB1987
2 QAM256 285000000 Hz-3.6 dBmV40.1 dB20523
3 QAM256 279000000 Hz-3.4 dBmV40.2 dB15041
4 QAM256 297000000 Hz-3.5 dBmV39.6 dB2040
5 QAM256 303000000 Hz-3.4 dBmV40.2 dB1880
6 QAM256 309000000 Hz-3.5 dBmV40.0 dB1950
7 QAM256 315000000 Hz-3.2 dBmV40.2 dB1821
8 QAM256 321000000 Hz-3.2 dBmV40.2 dB1580
9 QAM256 327000000 Hz-2.6 dBmV40.3 dB1850
10 QAM256 333000000 Hz-2.8 dBmV40.2 dB1683
11 QAM256 339000000 Hz-2.6 dBmV40.1 dB1410
12 QAM256 345000000 Hz-2.5 dBmV40.2 dB1680
13 QAM256 351000000 Hz-2.2 dBmV40.5 dB1280
14 QAM256 357000000 Hz-2.5 dBmV40.3 dB1440
15 QAM256 363000000 Hz-2.5 dBmV40.3 dB1120
16 QAM256 369000000 Hz-2.2 dBmV40.5 dB1260

 

Total Correctables Total Uncorrectables

265275

 

Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power

1 ATDMA 5120 Ksym/sec24200000 Hz50.5 dBmV
2 TDMA 2560 Ksym/sec19400000 Hz49.3 dBmV
3 ATDMA 5120 Ksym/sec30600000 Hz50.5 dBmV
4 ATDMA 5120 Ksym/sec37000000 Hz50.8 dBmV
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Re: Cable internet connection keeps on dropping

Re: Cable internet connection keeps on dropping

- Are there any direct wired connections and are they dropping internet or is it only wireless?    I have 2 computers directly wired.  It's not a wireless internet issue.  I'm losing connectivity from Cable.  The "ONLINE" light goes out then tries to reconnect min or two later and sometimes it does, sometimes it doesnt.

 

- Does this occur on multiple devices?  Yes once i'm offline nothing works.

 

- Do you also have tv service and is it losing picture/pixelating?   Yes I have TV service, it works great no pixelating at all. 

 

- Is this a new issue or an old issue?  This seem to be a new issue.  It started randomly disconnecting and it's driving me nuts.  Can't play any online games or watch videos etc.. cuz of the constant disconnection. 

 

- Have you made any recent changes to your set up?  Wiring wise no.  We just added another computer to one of the ethernet jacks.

 

- Do you know if your neighbors have the same issue?   I'm not suer if my neighbors are having the same issue, but I do check "downdetector" and seems like a bunch of otehrs are reporting issues with connectivity, i'm not sure if my issue is related to theirs.

 

 

 

Post the error log. The guys here know how to read it. You may have wifi interference issues. 

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Re: Cable internet connection keeps on dropping

Startup Procedure       
ProcedureStatusComment     
Acquire Downstream Channel291000000 HzLocked      
Connectivity StateOKOperational     
Boot State        
Configuration FileOK       
SecurityEnabledBPI+      
         
         
Downstream Bonded Channels     
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1 QAM256 291000000 Hz-3.6 dBmV40.1 dB1987
2 QAM256 285000000 Hz-3.6 dBmV40.1 dB20523
3 QAM256 279000000 Hz-3.4 dBmV40.2 dB15041
4 QAM256 297000000 Hz-3.5 dBmV39.6 dB2040
5 QAM256 303000000 Hz-3.4 dBmV40.2 dB1880
6 QAM256 309000000 Hz-3.5 dBmV40.0 dB1950
7 QAM256 315000000 Hz-3.2 dBmV40.2 dB1821
8 QAM256 321000000 Hz-3.2 dBmV40.2 dB1580
9 QAM256 327000000 Hz-2.6 dBmV40.3 dB1850
10 QAM256 333000000 Hz-2.8 dBmV40.2 dB1683
11 QAM256 339000000 Hz-2.6 dBmV40.1 dB1410
12 QAM256 345000000 Hz-2.5 dBmV40.2 dB1680
13 QAM256 351000000 Hz-2.2 dBmV40.5 dB1280
14 QAM256 357000000 Hz-2.5 dBmV40.3 dB1440
15 QAM256 363000000 Hz-2.5 dBmV40.3 dB1120
16 QAM256 369000000 Hz-2.2 dBmV40.5 dB1260
         
Total CorrectablesTotal Uncorrectables     
265275       
         
         
Upstream Bonded Channels      
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower  
1 ATDMA 5120 Ksym/sec24200000 Hz50.5 dBmV 
2 TDMA 2560 Ksym/sec19400000 Hz49.3 dBmV 
3 ATDMA 5120 Ksym/sec30600000 Hz50.5 dBmV 
4 ATDMA 5120 Ksym/sec37000000 Hz50.8 dBmV 
         
CM IP Address Duration Expires      
  D: -- H: -- M: -- S: -- --- --- -- --:--:-- ----     
Expert

Re: Cable internet connection keeps on dropping

Correcteds/ uncorrecteds are really bad for 30 minutes since the last  reset

 Do you only have one cable box and is the modem on the other side of a 2 way splitter? I don't like seeing the upstream above 50 dBmv, if it hits 52-53, the modem will reset

 Looks like the head end is poorly adjusted, shouldn't see level differences between the 1-8 and the 9-16 channel banks

 

Have you called TWC and complained? Are all connections a tad more than finger tight including the backsides of wall plates?

Is this an apt bldg? May be the distribution amp or typical bad wiring

 

 

 

Need to see the error/ event log.

Bunch of T4's?

 

 

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Re: Cable internet connection keeps on dropping

I have 2 cable boxes in the house.

One in the living room and one downstairs. with a splitter going down to the modem.

 

Looks like i'll need to call them out again. 

I'm not sure if the techs are still striking but hopefully not.

This is a residential 1 family home.

 

Expert

Re: Cable internet connection keeps on dropping

is there a 3 way spliter or 2 seperate 2 ways?

 Modem must be on the -3.5 port of a 3 way or the first 2 way when cable enters. The second 2 way splits of the other port of the first one and feeds the 2 cable boxes

All connections everywhere ibn the house and outside must be a tad more than finger tight.

 

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Re: Cable internet connection keeps on dropping

line coming into the house into a 2 way  one going to living room.   one going downstairs then a two way where one goes into TV and one goes into modem.