Spectrum Employee

Re: Losing connection/ Dropping connection/ SGB6580 Restarting eroor

Personal observation-based opinion:
I am not a fan of "gateway modems" (which is a cable modem and WiFi router built into one device, like the SBG6580 you have), except for the non-tech-savvy (such as my grandparents) that live in a MDU (multi-dwelling unit, such as an apartment, condo, or duplex) who'd really benefit from having TWC/Charter being able to manage their WiFi for them. You're more tech savvy than most customers @erami21 , a few times every month I'll come across customers who don't know how to work basic functions on a remote, don't know how to change the input/source on the TV they bought, don't know how to put in batteries, and don't know what a coax wire or sometimes even what a power outlet is.  So, give yourself some credit for coming to the forums to ask help from a community of peers (and a few off-duty employees such as myself who don't mind volunteering a little).

Spoiler
The wifi signal strength and firmware features just aren't usually as good (on a gateway modem) as what you can get if they are two separate devices, one modem and one router.

Plus if you have just a modem-only, then you can (if you want to) do your own and save money (for 2016, the rental charge is $10/mo).  
Spoiler
Just make sure you get the right # of downstream and upstream channels for your area.  If you're in a Maxx market, look at 16x4 or 32x8 modems; if you're in a non-Maxx market look at the 8x4.  (that means 8 downstream channels/frequencies, 4 upstream frequencies/channels).  I hate to see people getting a 4x4 modem, like a SB6121, and then wondering why they can only pull 50 Mbps at best...  Right tool for the job, do the research before spending your hard-earned cash!

Back to subject of topic:

But your issue, in a nutshell, is physical layer having to do with the cable plant wiring. Something ain't right. Don't know what for sure yet, but we'll have to find out.

My postings on this site are my own, off-the-clock, and don’t necessarily represent TWC’s/Charter's strategies or opinions.
Browser

Re: Losing connection/ Dropping connection/ SGB6580 Restarting eroor

Would it be the problem also if it occurs mostly at the same time? Not sure if I remember clearly, but it looks like its happening on the same time. From Wednesday to Today, I noticed that it started messing up around 1:40 pm

Sharer

Re: Losing connection/ Dropping connection/ SGB6580 Restarting eroor

Read the sticky posts.

 

Check your wiring and post your results (with pictures, if possible):
http://forums.timewarnercable.com/t5/Connectivity/Cable-modem-and-wiring-checklist/m-p/50745#U50745

Browser

Re: Losing connection/ Dropping connection/ SGB6580 Restarting eroor

Hmm the only thing I could see being the cause is the bending part, the person who installed it did curve the wire when installing it, I'll post a picture tomorrow morning. He basically bent it three times in order to have the direction go to the roof top so he could bring it to the big box.

Sharer

Re: Losing connection/ Dropping connection/ SGB6580 Restarting eroor


@erami21 wrote:

Hmm the only thing I could see being the cause is the bending part, the person who installed it did curve the wire when installing it, I'll post a picture tomorrow morning. He basically bent it three times in order to have the direction go to the roof top so he could bring it to the big box.


Oh, kinda like how one breaks a wire without a cutting tool...

 

Yes, this could be a problem.  (breaking/weakening the core, suck-out, bend radius)

Browser

Re: Losing connection/ Dropping connection/ SGB6580 Restarting eroor

http://imgur.com/a/GFVPa

 

 

Could that be it, still wondering if that was the issue, why didn't I start having problems when it got installed, and now having problems after a month. I also now bridge my modem for it to be only modem and have started noticing that the disconnections are only for seconds now, not minutes. 

 

Downstream for today, the power is 8+ which I heard is bad for it to go 8+ or -8

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM25617615000000 Hz8.3 dBmV35.6 dB2826
2LockedQAM2569567000000 Hz8.9 dBmV39.4 dB29124
3LockedQAM25610573000000 Hz9.0 dBmV39.0 dB49157
4LockedQAM25611579000000 Hz8.8 dBmV39.0 dB1023
5LockedQAM25612585000000 Hz8.4 dBmV38.6 dB330
6LockedQAM25614597000000 Hz8.8 dBmV35.7 dB258
7LockedQAM25615603000000 Hz8.7 dBmV35.7 dB64151
8LockedQAM25618621000000 Hz8.3 dBmV35.6 dB320

 

 

Edit: Just lost connection again and checked the power levels, they did increased a lot when it occured.

 

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM25617615000000 Hz9.4 dBmV35.5 dB3561
2LockedQAM2569567000000 Hz9.9 dBmV39.4 dB33158
3LockedQAM25610573000000 Hz10.0 dBmV39.4 dB60206
4LockedQAM25611579000000 Hz9.7 dBmV39.4 dB1666
5LockedQAM25612585000000 Hz9.5 dBmV38.9 dB4038
6LockedQAM25614597000000 Hz10.0 dBmV35.6 dB3481
7LockedQAM25615603000000 Hz9.7 dBmV35.7 dB71191
8LockedQAM25618621000000 Hz9.4 dBmV35.6 dB3732

 

Highlighted
Expert

Re: Losing connection/ Dropping connection/ SGB6580 Restarting eroor

nothing in the photo's looks obviously bad other than the ground connection to the masthead pipe.

 

This is probably an issue out on the street

 

Expert

Re: Losing connection/ Dropping connection/ SGB6580 Restarting eroor

call twc back out.

 print out the 2 level pages showing the differences and tell them you lose connection every time that happens and it's a problem they need to fix.

 

Proven Sharer

Re: Losing connection/ Dropping connection/ SGB6580 Restarting eroor

@eraml21:

Your information about modem signal levels is not accurate. 

Downstream power levels into the modem are acceptable between -10 and +10 dBmV.  

Problems and  errors can develop when the signal levels exceed -12 to +12 dBmV.
Severe problems or decoding failures occur at levels below -15 or above +15 dBmV.

In the upstream direction modem outputs should not exceed +50 dBmV.

 

Several documents with helpful information are pinned at the top of the list of forum topics.

Expert

Re: Losing connection/ Dropping connection/ SGB6580 Restarting eroor

Karl, I've found level data that narrows the reliability down to a -8 to +10 range when s/n drops lower than 35 dB in the 4 and 8 DS channel modems.

 I believe the newer "full bandwidth capture" (100-1002 mHz) devices are a little better.

 TWC has had to install TV qam trap filters in some cases to prevent modem front end overloads from all the extra energy and noise from 54 to 400 or 500 mHz in some areas other than NYC that has the modem channels in the 300-420 mHz range.

 All levels are thrown out the windows if theres high level intermittent ingress in skipped or outside the modem channel range.

 Also, TWC is scrapping 6580's here in northeast Ohio as well as 6121's, some new, still shrink wrapped...