Participant

Horrible download speed and even worse support.

Where do I start. Let's start with my problem. For the past 6 months or so I have been having issues with my speed. I am paying for the 50/5 package and it works fine throughout the day. However, every single night without fail, from 8pm-12am my internet speed drops from anywhere between 0.05 to 7mbps. It's almost as if a switch is flipped on and right after it goes back to the normal 50. I have some decent knowledge on how this stuff works so I tried troubleshooting all the regular things, bought a new router, changed all the cables, monitored all the channels, checked for potential leechers etc.

 

At the end I figured either I was being throttled or there was some sort of damage on the power line that the connection runs through. So I called and set up an appointment and had a tech come over and confirm it was nothing on my end so i asked him to check the lines fearing some sort of damage that couldve been caused by squirrels or some other animal. He climbed up the pole to find that I was right and the line had been chewed through all 4 layers of insulation down to the copper wire which the connection runs through. He swapped it out left. Sadly, this didnt fix it. Just thinking about it I thought, "well if he found a chewed up wire right at the spot where he climbed the pole, God knows how far up the line they couldve chewed it up."

 

So I schedule another appointment for techs to come and check the entire line that runs all the way from the source down to my house. The person I was speaking to gave me a date and time (12pm-1pm) and said a tech would be at my house to do a more thorough check. So comes the day of the appointment (next day) and I find myself waiting 2 hours and no tech shows up... I have a chat with support and they tell me that it was scheduled to be general street work and maintenance from 9am-7pm. They appologize for the missinformation and I move on expecting to see techs come in throughout the day and check up on the lines. Yet AGAIN, to my dissappointment, nobody shows up. The problem is getting worse and worse. It used to be at a verys specific time at night but now it I have 1-2mbps download literally throughout the entire day. This is unacceptable! I am paying for 50 but only getting 1???

 

I am sick and tired of being constantly put off without any progress being made. More so I am REALLY (edited) off at the fact that no techs showed up at either appointment times and then have my support ticket changed to "solved" when no work was done at all. I stream, download, watch movies and play online games which all require a good connection. I can hardly browse the internet without having to wait minutes for some pages to load up let alone sharing with 3 people.

 

I want my ticket to be put to the highest priority and have a group of techs come and do a REAL check on the power lines, not some invisible techs with invisible trucks doing non-existant work. This has been an issue for 6 months and isnt going to go away on its own. I understand cable companies dont want to work with wildlife problems, but I am paying for your service! Its as simple as replacing and patching up parts of the power line that have been chewed up and shouldnt take longer than a day to get the whole neighborhoods internet running normally again.

15 REPLIES 15
Expert

Re: Horrible download speed and even worse support.

Copy and paste the modems signal level and error log pages, DON'T reset it, need to see history

 

Everyone's Tags (1)
Participant

Re: Horrible download speed and even worse support.

http://192.168.100.1/cmSignal.htm

 

http://192.168.100.1/cmLogs.htm

 

I hope this is the information you are looking for?

Expert

Re: Horrible download speed and even worse support.

Uhh, yes  that's where they are..

 Copy and paste the data here from those pages...

 

Participant

Re: Horrible download speed and even worse support.

DownstreamBonding Channel Value
Channel ID25 16 18 19 20 21 22 24 
Frequency663000000 Hz 609000000 Hz 621000000 Hz 627000000 Hz 633000000 Hz 639000000 Hz 645000000 Hz 657000000 Hz 
Signal to Noise Ratio37 dB 36 dB 30 dB 34 dB 37 dB 33 dB 32 dB 36 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  2 dBmV  2 dBmV  1 dBmV  1 dBmV  1 dBmV  1 dBmV  1 dBmV  

 

UpstreamBonding Channel Value
Channel ID75 73 74 76 
Frequency30600000 Hz 18500000 Hz 23300000 Hz 37000000 Hz 
Ranging Service ID14378 14378 14378 14378 
Symbol Rate5.120 Msym/sec 2.560 Msym/sec 5.120 Msym/sec 5.120 Msym/sec 
Power Level39 dBmV 39 dBmV 38 dBmV 38 dBmV 
Upstream Modulation[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[2] 16QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
Ranging StatusSuccess Success Success Success 

 

Signal Stats (Codewords)Bonding Channel Value
Channel ID25 16 18 19 20 21 22 24 
Total Unerrored Codewords5294174258 5294182560 3814355892 5288215187 5294164372 5294102955 5291167574 5294166656 
Total Correctable Codewords64 31 293688873 5763245 22 62342 2999294 27 
Total Uncorrectable Codewords1555 1365 45951796 223833 1438 1494 1601 1388 
Participant

Re: Horrible download speed and even worse support.

TimePriorityCodeMessage

Jun 27 2016 01:45:136-NoticeN/AMDD Recovery following MDD Loss;CM-MAC=20:3d:66:05:9e:0e;CMTS-MAC=00:01:5c:6a:50:4f;CM-QOS=1.1;CM-VER=3.0;
Jun 27 2016 01:45:135-WarningT202.0Lost MDD Timeout;CM-MAC=20:3d:66:05:9e:0e;CMTS-MAC=00:01:5c:6a:50:4f;CM-QOS=1.1;CM-VER=3.0;
Jun 27 2016 01:45:135-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=20:3d:66:05:9e:0e;CMTS-MAC=00:01:5c:6a:50:4f;CM-QOS=1.1;CM-VER=3.0;
Jun 27 2016 01:42:146-NoticeN/AMDD Recovery following MDD Loss;CM-MAC=20:3d:66:05:9e:0e;CMTS-MAC=00:01:5c:6a:50:4f;CM-QOS=1.1;CM-VER=3.0;
Jun 27 2016 01:42:145-WarningT202.0Lost MDD Timeout;CM-MAC=20:3d:66:05:9e:0e;CMTS-MAC=00:01:5c:6a:50:4f;CM-QOS=1.1;CM-VER=3.0;
Jun 27 2016 01:42:145-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=20:3d:66:05:9e:0e;CMTS-MAC=00:01:5c:6a:50:4f;CM-QOS=1.1;CM-VER=3.0;
Jun 27 2016 01:24:066-NoticeN/AMDD Recovery following MDD Loss;CM-MAC=20:3d:66:05:9e:0e;CMTS-MAC=00:01:5c:6a:50:4f;CM-QOS=1.1;CM-VER=3.0;
Jun 27 2016 01:24:035-WarningT202.0Lost MDD Timeout;CM-MAC=20:3d:66:05:9e:0e;CMTS-MAC=00:01:5c:6a:50:4f;CM-QOS=1.1;CM-VER=3.0;
Jun 27 2016 01:24:035-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=20:3d:66:05:9e:0e;CMTS-MAC=00:01:5c:6a:50:4f;CM-QOS=1.1;CM-VER=3.0;
Jun 27 2016 01:22:456-NoticeN/AMDD Recovery following MDD Loss;CM-MAC=20:3d:66:05:9e:0e;CMTS-MAC=00:01:5c:6a:50:4f;CM-QOS=1.1;CM-VER=3.0;
Jun 27 2016 01:22:405-WarningT202.0Lost MDD Timeout;CM-MAC=20:3d:66:05:9e:0e;CMTS-MAC=00:01:5c:6a:50:4f;CM-QOS=1.1;CM-VER=3.0;
Jun 27 2016 01:22:405-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=20:3d:66:05:9e:0e;CMTS-MAC=00:01:5c:6a:50:4f;CM-QOS=1.1;CM-VER=3.0;
Jun 27 2016 01:22:116-NoticeN/AMDD Recovery following MDD Loss;CM-MAC=20:3d:66:05:9e:0e;CMTS-MAC=00:01:5c:6a:50:4f;CM-QOS=1.1;CM-VER=3.0;
Jun 27 2016 01:22:025-WarningT202.0Lost MDD Timeout;CM-MAC=20:3d:66:05:9e:0e;CMTS-MAC=00:01:5c:6a:50:4f;CM-QOS=1.1;CM-VER=3.0;
Jun 27 2016 01:22:025-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=20:3d:66:05:9e:0e;CMTS-MAC=00:01:5c:6a:50:4f;CM-QOS=1.1;CM-VER=3.0;
Jun 27 2016 01:21:176-NoticeN/AMDD Recovery following MDD Loss;CM-MAC=20:3d:66:05:9e:0e;CMTS-MAC=00:01:5c:6a:50:4f;CM-QOS=1.1;CM-VER=3.0;
Jun 27 2016 01:21:155-WarningT202.0Lost MDD Timeout;CM-MAC=20:3d:66:05:9e:0e;CMTS-MAC=00:01:5c:6a:50:4f;CM-QOS=1.1;CM-VER=3.0;
Jun 27 2016 01:21:155-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=20:3d:66:05:9e:0e;CMTS-MAC=00:01:5c:6a:50:4f;CM-QOS=1.1;CM-VER=3.0;
Jun 27 2016 01:20:326-NoticeN/AMDD Recovery following MDD Loss;CM-MAC=20:3d:66:05:9e:0e;CMTS-MAC=00:01:5c:6a:50:4f;CM-QOS=1.1;CM-VER=3.0;
Jun 27 2016 01:18:405-WarningT202.0Lost MDD Timeout;CM-MAC=20:3d:66:05:9e:0e;CMTS-MAC=00:01:5c:6a:50:4f;CM-QOS=1.1;CM-VER=3.0;
Expert

Re: Horrible download speed and even worse support.

You have severe signal ingress from bad/corroded/ loose coax connections allowing broadcast TV ingress from local tv channels 39,40,42,43

 What's your zip code?

 

Participant

Re: Horrible download speed and even worse support.

90065

Participant

Re: Horrible download speed and even worse support.

I had the first tech check my coax and said everything was fine so im confused. Smiley Frustrated

Expert

Re: Horrible download speed and even worse support.

Oh, you're there... sad,Woman Sad any bad connections will allow ingress from the tv transmitters around 12 miles away... here's the list:

SignAffiliateRF ChannelVirtual ChannelBandPowerCityDistance Heading

Total results: 24
KPXNION3830.1UHF1000.0 kWSan Bernardino11.85 mi54.20°
KVEATELEMUNDO3952.1UHF54.0 kWCorona11.87 mi54.06°
KWHY-TVNBC4222.1UHF486.0 kWLos Angeles11.87 mi54.06°
KRCAIND3562.1UHF553.6 kWRiverside11.89 mi53.90°
KSCIIND1818.1UHF110.86 kWLong Beach11.89 mi53.90°
KCAL-TVNONE99.1VHF11.98 kWLos Angeles12.19 mi49.45°
KCBS-TVCBS432.1UHF300.0 kWLos Angeles12.19 mi49.45°
KOCE-TVPBS4850.1UHF1000.0 kWHuntington Beach12.20 mi49.82°
KJLAIND4957.1UHF1000.0 kWVentura12.20 mi49.82°
KDOC-TVNONE3256.1UHF1000.0 kWAnaheim12.20 mi49.82°
KXLAIND5144.1UHF1000.0 kWRancho Palos Verdes12.20 mi49.82°
KFTR-TVTELEFUTURA2946.1UHF400.0 kWOntario12.21 mi49.75°
KTLACW315.1UHF1000.0 kWLos Angeles12.21 mi49.75°
KMEX-TVUNIVISION3434.1UHF392.03 kWLos Angeles12.21 mi49.75°
KABC-TVABC77.1VHF11.16 kWLos Angeles12.22 mi49.70°
KAZA-TVAZTECA AMERICA4754.1UHF350.0 kWAvalon12.22 mi49.70°
KCOP-TVMY NETWORK1313.1VHF14.13 kWLos Angeles12.24 mi49.18°
KNBCNBC364.1UHF711.0 kWLos Angeles12.25 mi50.36°
KTTVFOX1111.1VHF40.25 kWLos Angeles12.26 mi50.76°
KCETPBS2828.1UHF106.97 kWLos Angeles12.27 mi51.13°
KLCSPBS4158.1UHF162.0 kWLos Angeles12.27 mi51.13°
KTBN-TVTRINITY BROADCASTING NETWORK3340.1UHF1000.0 kWSanta Ana12.28 mi51.05°
KBEHMTV TR3S2463.1UHF85.0 kWOxnard47.84 mi288.56°
KVCR-TVPBS2624.1UHF475.0 kWSan Bernardino55.05 mi100.37°