Valued Participant

Re: Constant Disconnects and Unreliable internet.

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Expert

Re: Constant Disconnects and Unreliable internet.

Still bad, needs a tech out to probably replace coax/splitters

 

Valued Participant

Re: Constant Disconnects and Unreliable internet.

I talked to a agent yesterday in online chat. Asking for another maintanience appointment. He said I was already marked as Special Request for a tech. That there was a tech in the area and that the tech would let me know when hes done. Honestly think I was lied to. Havent heard anything and my account does not show any appointments or anything like that.  I can always hope I guess.  My modem has been up for 1hr 40mins surprisingly though.

Expert

Re: Constant Disconnects and Unreliable internet.

Tell the tech your upstream is going out of spec

And that it appears there is the wrong range or defective internet only filter out at the pole and to remove or replace it with the proper one that isn't killing 525 mHz

 

BTW, my modem has been up for 83 days...

Current Time and DateApr 27 2017 14:28:32
System Up Time83 days 21h:44m:7s
Valued Participant

Re: Constant Disconnects and Unreliable internet.

I would be happy to get 3 hour up time at this point. It would be a miracle lol. The thing that sucks is I dont really have many options for isps. But if this is still going on in a month or 2 I will drop spectrum and netflix and just get a ota antenna. It will be hard as hell on us. But it might be our only option. And I will try reaching out to another agent in live chat that probably live in another country and not speak english well. That gets everything from a script lol.

Valued Participant

Re: Constant Disconnects and Unreliable internet.

Up Time. 1hr 15min

 

 
 
Status

The statuses listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

 
Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel Locked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+
DOCSIS Network Access EnabledAllowed 

 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1LockedQAM2564543000000 Hz1.3 dBmV42.1 dB2895336891
2LockedQAM2562531000000 Hz-0.9 dBmV41.8 dB2979437608
3LockedQAM2563537000000 Hz0.6 dBmV42.1 dB2892939916
4LockedQAM2561525000000 Hz-5.0 dBmV40.1 dB3131637172
5LockedQAM2565549000000 Hz0.9 dBmV42.0 dB2894833422
6LockedQAM2566555000000 Hz0.6 dBmV41.6 dB2727033093
7LockedQAM2567561000000 Hz0.6 dBmV41.6 dB2735827970
8LockedQAM2568567000000 Hz0.3 dBmV41.5 dB2759423089
9LockedQAM2569573000000 Hz0.0 dBmV41.3 dB2607224373
10LockedQAM25610579000000 Hz-0.2 dBmV41.3 dB2586322813
11LockedQAM25611585000000 Hz-0.1 dBmV41.5 dB2528620131
12LockedQAM25612591000000 Hz-0.4 dBmV41.3 dB2327315810
13LockedQAM25613597000000 Hz-1.2 dBmV40.6 dB2186512188
14LockedQAM25614603000000 Hz-0.9 dBmV40.9 dB2030011056
15LockedQAM25615609000000 Hz-0.4 dBmV41.3 dB182927560
16LockedQAM25616615000000 Hz-0.4 dBmV41.5 dB164895276

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA25120 Ksym/sec24200000 Hz53.8 dBmV
3LockedATDMA35120 Ksym/sec30600000 Hz53.8 dBmV
4LockedATDMA42560 Ksym/sec37000000 Hz52.5 dBmV


 

Current System Time: Thu Apr 27 16:24:26 2017

Valued Participant

Re: Constant Disconnects and Unreliable internet.

Ok I pasted that in the chat. He said he would escalate it and set up a maint appointment. Recieved a call within 5mins. Where I was transfered a few times. I also mention my modem constantly rebooting. Honestly I am losing hope. But I will hope for the best on May 3rd

Expert

Re: Constant Disconnects and Unreliable internet.

Do not let them cancell the service call, you have a physical problem that cannot be repaired remotely no matter what they claim. 

Be sure to print out the signal pages that showed less than 4 US channels with the High levels as well as the high DS correcteds and uncorrecteds for the tech. Tell them Motorola techs state the numbers are unacceptable.  Also is the chaDS channel with rx level beyond normal level slope indicating a line or filter/trap/tapoff issue

 

Valued Participant

Re: Constant Disconnects and Unreliable internet.

Tech just left. Messed around up on pole and at the Gray Box. Gave me a new modem aswell. Though I told him I highly doubt it was the modem. As they give me new ones often. Anyhow here is the status from after he left. Said they will keep a eye on it.

 

Status

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



 

Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel Locked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+

Downstream Channel
ChannelLock StatusModulationChannel IDSymbol RateFrequencyPowerSNR
1LockedQAM25665360537555000000 Hz1.7 dBmV40.1 dB
2LockedQAM25625360537531000000 Hz-1.0 dBmV39.8 dB
3LockedQAM25635360537537000000 Hz0.5 dBmV40.1 dB
4LockedQAM25645360537543000000 Hz1.2 dBmV40.1 dB
5LockedQAM25655360537549000000 Hz1.6 dBmV40.2 dB
6LockedQAM25615360537525000000 Hz-3.5 dBmV38.9 dB
7LockedQAM25675360537561000000 Hz1.8 dBmV40.2 dB
8LockedQAM25685360537567000000 Hz1.4 dBmV40.1 dB
9LockedQAM25695360537573000000 Hz1.0 dBmV40.0 dB
10LockedQAM256105360537579000000 Hz0.8 dBmV40.0 dB
11LockedQAM256115360537585000000 Hz0.8 dBmV40.0 dB
12LockedQAM256125360537591000000 Hz0.6 dBmV40.0 dB
13LockedQAM256135360537597000000 Hz0.0 dBmV39.8 dB
14LockedQAM256145360537603000000 Hz0.7 dBmV40.0 dB
15LockedQAM256155360537609000000 Hz1.4 dBmV40.1 dB
16LockedQAM256165360537615000000 Hz1.6 dBmV40.2 dB

Upstream Channel
ChannelLock StatusModulationChannel IDSymbol RateFrequencyPower
1LockedQAM1612560 Ksym/sec19400000 Hz37.3 dBmV
2LockedQAM1625120 Ksym/sec24200000 Hz37.3 dBmV
3LockedQAM6435120 Ksym/sec30600000 Hz37.3 dBmV
4LockedQAM1642560 Ksym/sec37000000 Hz38.5 dBmV
Proven Sharer

Re: Constant Disconnects and Unreliable internet.

Your tech STILL did not repair either major issue, the ingress interference and noise, nor the improper level settings on the main trunk line. 

 

DS level imbalance :  Your strongest is DS7  (561 MHz) at +1.8 dBmV and your weakest is DS1  (525 MHz) at -3.5 dBmV.  The difference is 5.3  dB; it should always be no more than 3.0 between strongest and weakest channel for the auto-level control to work correctly.

 

One possible cause other than wrong line amp settings would be a 'trap' filter at the pole that is either the wrong model or is full of water, causing the low signal level on DS1.  Your internet drop connection should not have any filter whatsoever.