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Intermittent Connection Issues - Tech Visits have been no help

The long and short of it is since moving into this apartment from another within the same complex, speed issues have been intermittent but constant.

Speeds will drop down to near nothing, sometimes ping times are over 10 seconds per packet, and can last 10-15 minutes, or even longer. 

Technicians have come out and stated there is no problems at all. They plug in their machine and can run ping tests and speed tests with no issues.  As I state each time, it's an intermittant issue.

They claim they've tested outside and that there's no issues either.

The last person said that they'd have a ?MDU? person contact me about running a new wire - no cost to me - but that was about 4 days ago and I have not heard anything. They also did state that they were pretty sure that there was no problem there, and it wouldn't have any impact on anything.

 

This is getting old, paying for service for something that does not work at all.

 

The details....

Location: Charlotte, NC 28210

Services: Internet Only (50 down / 5 up)

Modem: Motorola SB6141

Router: Linksys EA6300 Firmware 1.1.40.176337

Firmware Name: SB_KOMODO-1.0.6.16-SCM00-NOSH

Current Speed Tests: 0.96Mbps Down, 5.72Mbps Up, 23 ms Latency

Modem Power Levelshttps://i.imgur.com/Wmais47.png

Wiring: In an Apartment - Tech already removed 'splitter' that was in the wall jack. New coax from jack to modem from technician. Uncertain what's in the wall, but crimp on connectors have been replaced with compression fittings.

Devices impacted are both wired and wireless, with and without router.

Tracert: 

Traceroute has started…

traceroute: Warning: www.twc.com has multiple addresses; using 71.74.176.101
traceroute to www.agwww.timewarnercable.com (71.74.176.101), 64 hops max, 72 byte packets
 1  linksys57999 (172.16.1.1)  1.214 ms  0.934 ms  0.869 ms
 2  cpe-75-190-128-1.carolina.res.rr.com (75.190.128.1)  35.731 ms  20.175 ms  19.800 ms
 3  cpe-75-190-128-1.carolina.res.rr.com (75.190.128.1)  17.170 ms  15.594 ms  26.485 ms
 4  cpe-024-074-252-197.carolina.res.rr.com (24.74.252.197)  26.315 ms *  412.390 ms
 5  cpe-024-074-249-162.carolina.res.rr.com (24.74.249.162)  19.997 ms  17.541 ms  16.121 ms
 6  * 24.93.67.204 (24.93.67.204)  20.212 ms *
 7  bu-ether14.atlngamq46w-bcr00.tbone.rr.com (66.109.6.82)  22.843 ms  32.982 ms *
 8  * bu-ether5.chrcnctr01w-bar01.tbone.rr.com (66.109.1.8)  43.177 ms  29.196 ms
 9  24.161.238.58 (24.161.238.58)  31.577 ms *  41.150 ms
10  71.74.176.101 (71.74.176.101)  26.752 ms  31.120 ms  32.223 ms
11  71.74.176.101 (71.74.176.101)  29.708 ms  49.442 ms  31.670 ms

 

Everyone's Tags (3)
32 REPLIES 32
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Re: Intermittent Connection Issues - Tech Visits have been no help

Power cycled modem, and have the following info:

Event Log: https://i.imgur.com/Xohdx6J.png

Signalshttps://i.imgur.com/HfApdhM.png

Speed Testhttps://i.imgur.com/3m1ypQw.png

Expert

Re: Intermittent Connection Issues - Tech Visits have been no help

You have severe broadcast TV ingress from local tv channel 41 and  many more.

It appears TWC is unwilling to repair or admit there's a problem, or the building owner won't pay to repair it. They will blame it on the modem you own and it is not a modem issueWmais47

 

 

Expert

Re: Intermittent Connection Issues - Tech Visits have been no help

Due to the interference and MANY BAD CHANNELS, the modem is being forced to acceot 133+ mHz of bandwidth, well beyond ut's spec'd 96 mHz range, Many of the skipped channelsa have serious ingress on them adding to the issue as they affect the adjacent channelas decode response time

This needs a competent tech out. If none contact your states BBB, attorney general and cable TV commission.

 

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Re: Intermittent Connection Issues - Tech Visits have been no help

Thank you for your detailed response.

As a ham radio operator, I understand the basics here with RF. Would you be able to show me where you see that I am experiencing those issues?

I have filed a complaint with the BBB for the local address and HQ already, along with the FCC. I am sure within a few days I will be getting a phone call from someone. I also have another appointment for a technician to come out on Wednesday.

With that in mind, I would love to be able to speak a little more intelligently about the problem and be able to show them on the screen what I am experiencing. Would you mind?

Thank you so much, and I hope it helps me get this resolved!
Expert

Re: Intermittent Connection Issues - Tech Visits have been no help

copy and paste the signal page so I can disect it here...

imgur doesn't cut it, lol.

 

 Modem should not be skipping channels and on both 507 and 633 which are outside the designed b/w of 96 mHz.

 s/n on 633 is out of spec compared to the other 7 ch's

correcteds/ uncorrecteds are a lot higher.

To see if you have an ingress issue:

Do you have a 70 cm handheld? Punch in 445.250 and see if you hear a  carrier near cable connections or near the end of one disconnected from the modem.  ALL ingress points also egress 54-900 mHz cable, , the ALC pilot is easy to detect at 445.250. It's not tightly Xtal controlled and in some areas you'll hear hetrodyne from 2-3 seperate nodes.

Some leaks are within FCC specs many are not, especially if you can hear them 500' away.

 on some systems they intermittently turn on a nother leak detector in the 130 mHz area but not all.  I've found 1 out of 5 aboveground cable drops are bad here in NEO... and 1 in 10-20 underground ones

 

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leteRe: Intermittent Connection Issues - Tech Visits have been no help

Completely understand :-)  Here's to hoping it's still showing the same signs..

 

 

Channel ID10 11 12 13 14 16 26 
Frequency507000000 Hz 513000000 Hz 519000000 Hz 525000000 Hz 531000000 Hz 537000000 Hz 549000000 Hz 609000000 Hz 
Signal to Noise Ratio38 dB 38 dB 38 dB 38 dB 38 dB 39 dB 38 dB 38 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
13 dBmV  13 dBmV  12 dBmV  12 dBmV  13 dBmV  12 dBmV  13 dBmV  13 dBmV  

 

UpstreamBonding Channel Value
Channel ID
Frequency37000000 Hz 24200000 Hz 30600000 Hz 19400000 Hz 
Ranging Service ID6346 6346 6346 6346 
Symbol Rate2.560 Msym/sec 5.120 Msym/sec 5.120 Msym/sec 2.560 Msym/sec 
Power Level37 dBmV 38 dBmV 37 dBmV 37 dBmV 
Upstream Modulation[3] QPSK
[3] 16QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[2] 16QAM
 
Ranging StatusSuccess Success Success Success 

 

Signal Stats (Codewords)Bonding Channel Value
Channel ID10 11 12 13 14 16 26 
Total Unerrored Codewords1726178644 1725269989 1725261914 1725278217 1725251460 1725252538 1724945733 1724941454 
Total Correctable Codewords56 35 17 22 17 28 75 
Total Uncorrectable Codewords498 568 483 572 634 634 1316 2073 
Expert

Re: leteRe: Intermittent Connection Issues - Tech Visits have been no help

There is a loose or Intermittent shield somewhere, the s/n on 633 is back up to normal.  that's TV ch 41.  what's your zip? look up actual tv @ www.tvfool.com

 I'll bet a bunch of the skipped ones are local tv in your area as well.

A lot of people including TWC don't have a clue how qam works, there aren't individual channels or receivers in the modem/ cable boxes and DSP processes the agregate bandwidth. If there are missing channels, not a big issue, but noisy/ severe ingressed ones affect the entire ALC levelling. The channels al must be within 3 db of another for high speeds. and levels can't change.

You need to find the leak and fix it.

 

 

Expert

Re: leteRe: Intermittent Connection Issues - Tech Visits have been no help

Total Correctable Codewords 0 56 35 17 22 17 28 75
Total Uncorrectable Codewords 498 568 483 572 634 634 1316 2073
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Re: leteRe: Intermittent Connection Issues - Tech Visits have been no help

Here is the listing of my area: