Expert

Re: Modem reboots several times in the AM, especially weekdays

You need to reset the correctable/ uncorrectsble counters to clear out the numbers with the old cables. Then check it in a few hours ato see if there's an improvement.

 (might be a reset fec button)

 Looking at the levels, The US didn't change but the DS went way up indicating that the old cable had punctured/ crushed jacket and had water in the dielectric.  I'll bet-burried splices as well.

 

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Re: Modem reboots several times in the AM, especially weekdays

i don't see a way to reset stats in the UI.  Assume a power cycle will do that though?

 

So things were working great for about 4 days.

 

Then yesterday around 6PM EST there was an issue.

 

The Ubee modem rebooted itself and then didn't come back online.  The "online" light was blinking.  I power cycled it and then it hooked back up.

 

The same exact thing happened again this evening!

 

I did the chat support thing and they were unable to find any problems and are supposedly monitoring my line for 24 hours.

 

Remember that I now have a new buried cable running from the box in my neighbors yard across the street, and under my driveway, to the box on the side of my house.

 

Here are the stats.  Based on what you see below, is it still an ingress issue?

 

Startup ProcedureProcedureStatusComment

Acquire Downstream Channel639000000 HzLocked
Connectivity StateOKOperational
Boot State  
Configuration FileOK 
SecurityEnabledBPI+

 

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

1 QAM256 639000000 Hz9.0 dBmV33.7 dB2004100
2 QAM256 561000000 Hz9.5 dBmV35.3 dB15600
3 QAM256 567000000 Hz9.6 dBmV35.0 dB36920
4 QAM256 573000000 Hz9.0 dBmV34.8 dB66970
5 QAM256 579000000 Hz9.7 dBmV34.6 dB121610
6 QAM256 585000000 Hz8.5 dBmV34.3 dB224410
7 QAM256 591000000 Hz9.0 dBmV34.2 dB358120
8 QAM256 597000000 Hz8.7 dBmV33.8 dB728290
9 QAM256 603000000 Hz8.3 dBmV33.6 dB964680
10 QAM256 609000000 Hz8.0 dBmV33.4 dB1711240
11 QAM256 615000000 Hz8.0 dBmV33.2 dB2327590
12 QAM256 621000000 Hz7.9 dBmV33.3 dB2241990
13 QAM256 627000000 Hz7.9 dBmV33.3 dB2366400
14 QAM256 633000000 Hz9.2 dBmV33.6 dB2232350
15 QAM256 555000000 Hz9.6 dBmV35.2 dB17890
16 QAM256 645000000 Hz10.0 dBmV33.7 dB2347300

 

Total Correctables Total Uncorrectables

17765460

 

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

1 ATDMA 5120 Ksym/sec30600000 Hz38.3 dBmV
2 ATDMA 5120 Ksym/sec24200000 Hz38.3 dBmV
3 TDMA 2560 Ksym/sec19400000 Hz37.0 dBmV
4 ATDMA 2560 Ksym/sec37000000 Hz38.3 dBmV
Expert

Re: Modem reboots several times in the AM, especially weekdays

The s/n's are the lowest I've seen on a working modem, The DS levels are on the high side. I suspect a bad amplifier out on the street somewhere that's either generating noise or has ingress before it's input distorting all the qam channels and lowering s/n.

32 dB s/n is the bottom limit with 30 and lower s/n unuseable 

 If this is all underground utilities, there's probably numerous damaged lines/corroded conectors and electric ground loop issues.

 

low s/n and high correcteds on a channel or 2 usually indicates broadcast TV ingress,

More or less even accross all channels is noise, bad power supplies, arcing 90vac connections on the trunk line hardlines, electric ground loops, overloaded/overheating amplifiers, bad power supply capacitors.

The dead giveaway that should get this escallated is that you still have crappy s/n with all new lines and they need to get the bucket truck guys out to realign the amplifiers on your node, find the bad one and replace it

 

 

Spectrum Employee

Re: Modem reboots several times in the AM, especially weekdays

 

Glad they found the primary local source of ingress noise @Chizep.  Good to hear it.

 

The SNR isn't as high as it could be, but it's ok, MsRaye.  It shouldn't be service impacting.  It's coming from a relatively minor noise floor issue on the neighborhood HFC node, but that's up to maintenance to find those problematically noisy customers and disconnect them.  They will complain that they were disconnected and an appointment will hopefully be scheduled so a field tech can visit their home to find their ingress.  IMHO (in my humble opinion), TWC is/was somewhat lax on what is considered too much noise from a customer's home, hopefully Charter is going to be stricter (It'll anger some customers, yes, but in the long run it's better for the whole neighborhood).  Can't enter a home without an appointment, for several reasons.

 

And btw, MsRaye , it's not from broadcast TV (you're usually wrong about this).   There's actually a DirectTV-AT&T signature-looking signal on the node, which means some fool/lazy AT&T tech probably didn't disconnect the TWC service drop and is backfeeding that person's stuff all over the street back to the node.   Wouldn't be the first time I've seen it, sadly.   It's TWC/Charters maintenance's job to hunt that stuff down, takes labor-time they don't always have (it's usually "swept" as part of routine maintenance in advance of FCC auditing for egress); which is why field techs are often the eyes & ears to help find the root causes that are then referred over to the maintenance team.

My postings on this site are my own, off-the-clock, and don’t necessarily represent TWC’s/Charter's strategies or opinions.
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Re: Modem reboots several times in the AM, especially weekdays

@agentx5,is possible for you to escalate this?

 

I am not getting anywhere with tier 1 support.  I feel like between this thread and the repeated trips from field services should be fuel enough to get the right people engaged.

 

My neighborhood as about 15 years old and ALL cables are buried.  There are no wires overhead.

 

I can't imagine what other customers have to go through who are not technically inclined.  I work in IT as a systems engineer so I have a pretty good understanding of how things work and am competent to follow instructions.

 

I would be happy to provide my account number and address via PM.

 

Let me know...

Expert

Re: Modem reboots several times in the AM, especially weekdays

uverse is using VDSL and MOCA which are outside the cable bandwidth and if there was ingress, which is unlikely since most customers cut cable when they switch, it would interfere with the 2 US channels twc doesn't use and TWC's moca devices.

 However Directv and Dish are another story, they do use 500-850 mHzfor video and data in SWM systems and cross connections will degrade signals in both systems.

 Single bad channels are almost always Broadcast tv ingress or 4 G cellular ingress

unless you're in LA which has almost all broadcast channels in use and what appears to be broadband noise when there's ingress.

TWC keeps trying to cover for the 30-40 year old outside plant that they won't upgrade.

Half my node is still the 1970's bare aluminum hardline and Augat amp housings with no reverse modules in them, Luckily the fiber converter is 3/4 mile away and a couple piecses of the bare aluminum were replaced with plastic jacketed by Adelphia.

.

 

 

Moderator

Re: Modem reboots several times in the AM, especially weekdays

Chizep,

We would be happy to look into this issue. Please reply with your account or phone number via the following private LINK, and we will move forward in troubleshooting your connection issue.

-MelissaO.

TWC Community Forum Moderator

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Re: Modem reboots several times in the AM, especially weekdays

Thank you, I sent a PM.

 

The only competition I have is Windstream DSL (which really does not compete!)

 

As previously stated, I do have DirecTV.  Several of my neighbors do as well.

 

There is a power inserter device near the cable modem.  It is plugged into the same surge protector.  But it connects to a completely separate coax to power the dish.

 

i did try unplugging that device for a few hours early in this process (effectively turning off the satellite).  My original Arris modem did reboot while that was unplugged, but I have not tried it again since all the changes have happened (new modem, new trenched cable.)

 

I could try that again at some point this weekend as a test..

 

Today's connection info:

 

Startup ProcedureProcedureStatusComment

Acquire Downstream Channel639000000 HzLocked
Connectivity StateOKOperational
Boot State  
Configuration FileOK 
SecurityEnabledBPI+

 

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

1 QAM256 639000000 Hz7.0 dBmV38.1 dB284264939180551
2 QAM256 561000000 Hz6.6 dBmV39.0 dB30062701838
3 QAM256 567000000 Hz6.6 dBmV38.8 dB69856833091
4 QAM256 573000000 Hz6.1 dBmV38.6 dB120702783969
5 QAM256 579000000 Hz6.9 dBmV38.6 dB221090392165
6 QAM256 585000000 Hz5.8 dBmV38.2 dB412200012205
7 QAM256 591000000 Hz6.5 dBmV38.3 dB596450242931
8 QAM256 597000000 Hz6.1 dBmV37.9 dB12463833713458
9 QAM256 603000000 Hz5.8 dBmV37.8 dB16574807934418
10 QAM256 609000000 Hz5.7 dBmV37.5 dB293833580255528
11 QAM256 615000000 Hz5.7 dBmV37.5 dB388065139690924
12 QAM256 621000000 Hz5.9 dBmV37.7 dB374167688606024
13 QAM256 627000000 Hz5.9 dBmV37.7 dB389595490689694
14 QAM256 633000000 Hz7.2 dBmV38.1 dB329204835338574
15 QAM256 555000000 Hz6.5 dBmV38.9 dB43722432646
16 QAM256 645000000 Hz7.8 dBmV38.2 dB322166950283544

 

Total Correctables Total Uncorrectables

28210935753111560

 

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

1 ATDMA 5120 Ksym/sec30600000 Hz40.0 dBmV
2 ATDMA 5120 Ksym/sec24200000 Hz39.0 dBmV
3 TDMA 2560 Ksym/sec19400000 Hz38.5 dBmV
4 ATDMA 2560 Ksym/sec37000000 Hz39.8 dBmV
Expert

Re: Modem reboots several times in the AM, especially weekdays

You have severe ingress issues, there is a bad or loose connection somewhere.

It needs a competent tech visit to find and repair, as a minimum, replace all connectors inside and out as well as the grounding block if it shows any sort of corrosion.

All connectors must be a tad more than finger tight.

 

 On your DirecTV, do you have multiple boxes and an internet connection to one?

 same thing, make sure all their connectors are a tad more than finger tight. especially at the outdoor grounding blocks of both systems.  It's also a possibility of cross coupling if there are 2 systems coax cables all coiled up together and any corrosion on any of the connectors

 

Browser

Re: Modem reboots several times in the AM, especially weekdays

i have 2 DirecTV boxes:

 

A Genie "server" in my living room, which is hard wired to the internet via a switch which connects to the Ubee router/modem.

Then there is a Genie "client" in my bedroom which works off the server.  It is also internet enabled but everything flows through the DirecTV coax "SWM" network.

 

I will check those connections, that is a good idea.

 

The grounding block outside was inspected by myself and the 2 techs.  I don't see any corrosion.  I had previously reseated those connections and tightened them up.

 

The 2 coax sources for TWC and DirecTV do come close together in my storage closet.  They could probably be wire managed better.  I will take a look at that.