Modem reboots several times in the AM, especially weekdays

[MsRaye]

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.

[Chizep]

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 Channel	639000000 Hz	Locked
Connectivity State	OK	Operational
Boot State
Configuration File	OK
Security	Enabled	BPI+

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

1		QAM256		639000000 Hz	9.0 dBmV	33.7 dB	200410	0
2		QAM256		561000000 Hz	9.5 dBmV	35.3 dB	1560	0
3		QAM256		567000000 Hz	9.6 dBmV	35.0 dB	3692	0
4		QAM256		573000000 Hz	9.0 dBmV	34.8 dB	6697	0
5		QAM256		579000000 Hz	9.7 dBmV	34.6 dB	12161	0
6		QAM256		585000000 Hz	8.5 dBmV	34.3 dB	22441	0
7		QAM256		591000000 Hz	9.0 dBmV	34.2 dB	35812	0
8		QAM256		597000000 Hz	8.7 dBmV	33.8 dB	72829	0
9		QAM256		603000000 Hz	8.3 dBmV	33.6 dB	96468	0
10		QAM256		609000000 Hz	8.0 dBmV	33.4 dB	171124	0
11		QAM256		615000000 Hz	8.0 dBmV	33.2 dB	232759	0
12		QAM256		621000000 Hz	7.9 dBmV	33.3 dB	224199	0
13		QAM256		627000000 Hz	7.9 dBmV	33.3 dB	236640	0
14		QAM256		633000000 Hz	9.2 dBmV	33.6 dB	223235	0
15		QAM256		555000000 Hz	9.6 dBmV	35.2 dB	1789	0
16		QAM256		645000000 Hz	10.0 dBmV	33.7 dB	234730	0

Total Correctables Total Uncorrectables

1776546

0

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

1		ATDMA		5120 Ksym/sec	30600000 Hz	38.3 dBmV
2		ATDMA		5120 Ksym/sec	24200000 Hz	38.3 dBmV
3		TDMA		2560 Ksym/sec	19400000 Hz	37.0 dBmV
4		ATDMA		2560 Ksym/sec	37000000 Hz	38.3 dBmV

[MsRaye]

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

[agentx5]

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.

[Chizep]

@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...

[MsRaye]

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.

.

[Melissa_O]

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

[Chizep]

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 Channel	639000000 Hz	Locked
Connectivity State	OK	Operational
Boot State
Configuration File	OK
Security	Enabled	BPI+

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

1		QAM256		639000000 Hz	7.0 dBmV	38.1 dB	284264939	180551
2		QAM256		561000000 Hz	6.6 dBmV	39.0 dB	3006270	1838
3		QAM256		567000000 Hz	6.6 dBmV	38.8 dB	6985683	3091
4		QAM256		573000000 Hz	6.1 dBmV	38.6 dB	12070278	3969
5		QAM256		579000000 Hz	6.9 dBmV	38.6 dB	22109039	2165
6		QAM256		585000000 Hz	5.8 dBmV	38.2 dB	41220001	2205
7		QAM256		591000000 Hz	6.5 dBmV	38.3 dB	59645024	2931
8		QAM256		597000000 Hz	6.1 dBmV	37.9 dB	124638337	13458
9		QAM256		603000000 Hz	5.8 dBmV	37.8 dB	165748079	34418
10		QAM256		609000000 Hz	5.7 dBmV	37.5 dB	293833580	255528
11		QAM256		615000000 Hz	5.7 dBmV	37.5 dB	388065139	690924
12		QAM256		621000000 Hz	5.9 dBmV	37.7 dB	374167688	606024
13		QAM256		627000000 Hz	5.9 dBmV	37.7 dB	389595490	689694
14		QAM256		633000000 Hz	7.2 dBmV	38.1 dB	329204835	338574
15		QAM256		555000000 Hz	6.5 dBmV	38.9 dB	4372243	2646
16		QAM256		645000000 Hz	7.8 dBmV	38.2 dB	322166950	283544

Total Correctables Total Uncorrectables

2821093575

3111560

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

1		ATDMA		5120 Ksym/sec	30600000 Hz	40.0 dBmV
2		ATDMA		5120 Ksym/sec	24200000 Hz	39.0 dBmV
3		TDMA		2560 Ksym/sec	19400000 Hz	38.5 dBmV
4		ATDMA		2560 Ksym/sec	37000000 Hz	39.8 dBmV

[MsRaye]

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

[Chizep]

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.