Spectator

No Internet or Cable. Please help. 2nd Service Call set for tomorrow.

I am currently at day 6 without internet and cable and have yet another service visit tomorrow. My Samsung cable box is reporting Uncorrectables as well as my cable modem. Here is some information from my cable modem. It literally reports these same messages over and over.

 

The cable lines are the house have been checked. Why can't anyone fix this or at least tell me what these error are caused from?

 

DOCSIS(CM) Events
Date Time Event ID Event Level Description
8/19/2018 18:24 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:24 84000700 5 RCS Partial Service;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:24 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:24 84000700 5 RCS Partial Service;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84020200 5 Lost MDD Timeout;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84000700 5 RCS Partial Service;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84020200 5 Lost MDD Timeout;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84000700 5 RCS Partial Service;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84020200 5 Lost MDD Timeout;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84000700 5 RCS Partial Service;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 83010200 4 Service Change Response rejected - Invalid transaction ID;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84000700 5 RCS Partial Service;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84020200 5 Lost MDD Timeout;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84000700 5 RCS Partial Service;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84000700 5 RCS Partial Service;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84000700 5 RCS Partial Service;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84020200 5 Lost MDD Timeout;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84000700 5 RCS Partial Service;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;

 

RF Parameters
Downstream
DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 25 765.00 MHz -2.40 dBmV 34.63 dB 256QAM 151751674 6851481 44002320
Downstream 2 1 627.00 MHz -1.20 dBmV 34.21 dB 256QAM 30305531 8791737 56846400
Downstream 3 2 633.00 MHz -1.30 dBmV 35.08 dB 256QAM 30069248 8807970 57222543
Downstream 4 3 639.00 MHz -1.10 dBmV 35.25 dB 256QAM 32808610 8812995 57137931
Downstream 5 4 645.00 MHz -1.00 dBmV 35.78 dB 256QAM 33048142 8731507 56444341
Downstream 6 5 651.00 MHz -1.10 dBmV 35.78 dB 256QAM 31583353 8782476 56786050
Downstream 7 6 657.00 MHz ---- ---- ---- ---- ---- ----
Downstream 8 7 663.00 MHz -1.20 dBmV 35.25 dB 256QAM 34002874 8703086 56496319
Downstream 9 8 669.00 MHz -1.10 dBmV 35.78 dB 256QAM 32910029 8608038 55913038
Downstream 10 9 675.00 MHz -0.90 dBmV 35.78 dB 256QAM 31594309 8667862 55913008
Downstream 11 10 681.00 MHz -0.80 dBmV 35.78 dB 256QAM 31276547 8517045 55285292
Downstream 12 11 687.00 MHz -0.70 dBmV 35.78 dB 256QAM 34931527 8512206 55046602
Downstream 13 12 693.00 MHz -0.50 dBmV 35.78 dB 256QAM 34677824 8578816 55312175
Downstream 14 13 699.00 MHz -0.50 dBmV 36.39 dB 256QAM 32104408 8391503 54150743
Downstream 15 14 705.00 MHz -0.60 dBmV 36.39 dB 256QAM 32834797 8402639 54146349
Downstream 16 15 711.00 MHz -0.40 dBmV 36.17 dB 256QAM 33587038 8417897 54367581
Downstream 17 16 717.00 MHz -0.30 dBmV 35.97 dB 256QAM 30783603 8372789 53903725
Downstream 18 18 723.00 MHz -0.60 dBmV 35.97 dB 256QAM 32213820 8330160 53718324
Downstream 19 19 729.00 MHz -0.60 dBmV 36.17 dB 256QAM 36439499 8313221 53496970
Downstream 20 20 735.00 MHz -1.00 dBmV 35.78 dB 256QAM 31408146 8245842 53156701
Downstream 21 21 741.00 MHz -1.30 dBmV 35.78 dB 256QAM 35075136 8254096 53213723
Downstream 22 22 747.00 MHz -1.80 dBmV 35.78 dB 256QAM 32796851 8343150 53819426
Downstream 23 23 753.00 MHz -1.90 dBmV 35.42 dB 256QAM 34102760 8233347 53105170
Downstream 24 24 759.00 MHz -2.20 dBmV 35.42 dB 256QAM 32863550 8219815 52752740

Upstream
UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 6 24.20 MHz 42.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 8 37.00 MHz 43.75 dBmV DOCSIS2.0 (ATDMA) 2560 kSym/s 64QAM
Upstream 3 7 30.60 MHz 42.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 5 19.40 MHz 43.25 dBmV DOCSIS1.x (TDMA) 2560 kSym/s 16QAM

 

6 REPLIES 6
Trusted Helper

Re: No Internet or Cable. Please help. 2nd Service Call set for tomorrow.


@jdeguire wrote:

I am currently at day 6 without internet and cable and have yet another service visit tomorrow. My Samsung cable box is reporting Uncorrectables as well as my cable modem. Here is some information from my cable modem. It literally reports these same messages over and over.

 

The cable lines are the house have been checked. Why can't anyone fix this or at least tell me what these error are caused from?

 

DOCSIS(CM) Events
Date Time Event ID Event Level Description
8/19/2018 18:24 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:24 84000700 5 RCS Partial Service;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:24 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:24 84000700 5 RCS Partial Service;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84020200 5 Lost MDD Timeout;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84000700 5 RCS Partial Service;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84020200 5 Lost MDD Timeout;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84000700 5 RCS Partial Service;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84020200 5 Lost MDD Timeout;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84000700 5 RCS Partial Service;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 83010200 4 Service Change Response rejected - Invalid transaction ID;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84000700 5 RCS Partial Service;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84020200 5 Lost MDD Timeout;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84000700 5 RCS Partial Service;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84000700 5 RCS Partial Service;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84000700 5 RCS Partial Service;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84020200 5 Lost MDD Timeout;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;
8/19/2018 18:25 84000700 5 RCS Partial Service;CM-MAC=04:4e:5a:66:36:6e;CMTS-MAC=00:01:5c:74:da:46;CM-QOS=1.1;CM-VER=3.0;

 

RF Parameters
Downstream
DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 25 765.00 MHz -2.40 dBmV 34.63 dB 256QAM 151751674 6851481 44002320
Downstream 2 1 627.00 MHz -1.20 dBmV 34.21 dB 256QAM 30305531 8791737 56846400
Downstream 3 2 633.00 MHz -1.30 dBmV 35.08 dB 256QAM 30069248 8807970 57222543
Downstream 4 3 639.00 MHz -1.10 dBmV 35.25 dB 256QAM 32808610 8812995 57137931
Downstream 5 4 645.00 MHz -1.00 dBmV 35.78 dB 256QAM 33048142 8731507 56444341
Downstream 6 5 651.00 MHz -1.10 dBmV 35.78 dB 256QAM 31583353 8782476 56786050
Downstream 7 6 657.00 MHz ---- ---- ---- ---- ---- ----
Downstream 8 7 663.00 MHz -1.20 dBmV 35.25 dB 256QAM 34002874 8703086 56496319
Downstream 9 8 669.00 MHz -1.10 dBmV 35.78 dB 256QAM 32910029 8608038 55913038
Downstream 10 9 675.00 MHz -0.90 dBmV 35.78 dB 256QAM 31594309 8667862 55913008
Downstream 11 10 681.00 MHz -0.80 dBmV 35.78 dB 256QAM 31276547 8517045 55285292
Downstream 12 11 687.00 MHz -0.70 dBmV 35.78 dB 256QAM 34931527 8512206 55046602
Downstream 13 12 693.00 MHz -0.50 dBmV 35.78 dB 256QAM 34677824 8578816 55312175
Downstream 14 13 699.00 MHz -0.50 dBmV 36.39 dB 256QAM 32104408 8391503 54150743
Downstream 15 14 705.00 MHz -0.60 dBmV 36.39 dB 256QAM 32834797 8402639 54146349
Downstream 16 15 711.00 MHz -0.40 dBmV 36.17 dB 256QAM 33587038 8417897 54367581
Downstream 17 16 717.00 MHz -0.30 dBmV 35.97 dB 256QAM 30783603 8372789 53903725
Downstream 18 18 723.00 MHz -0.60 dBmV 35.97 dB 256QAM 32213820 8330160 53718324
Downstream 19 19 729.00 MHz -0.60 dBmV 36.17 dB 256QAM 36439499 8313221 53496970
Downstream 20 20 735.00 MHz -1.00 dBmV 35.78 dB 256QAM 31408146 8245842 53156701
Downstream 21 21 741.00 MHz -1.30 dBmV 35.78 dB 256QAM 35075136 8254096 53213723
Downstream 22 22 747.00 MHz -1.80 dBmV 35.78 dB 256QAM 32796851 8343150 53819426
Downstream 23 23 753.00 MHz -1.90 dBmV 35.42 dB 256QAM 34102760 8233347 53105170
Downstream 24 24 759.00 MHz -2.20 dBmV 35.42 dB 256QAM 32863550 8219815 52752740

Upstream
UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 6 24.20 MHz 42.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 8 37.00 MHz 43.75 dBmV DOCSIS2.0 (ATDMA) 2560 kSym/s 64QAM
Upstream 3 7 30.60 MHz 42.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 5 19.40 MHz 43.25 dBmV DOCSIS1.x (TDMA) 2560 kSym/s 16QAM

 


Where are you located? (City, State, Zip?)  What did the first tech say was the problem?  The Samsung boxes have reports of being buggy.  When you get this fixed, make sure to call Spectrum and get a billing credit for the amount of downtime that you had. 

 

Allow five to ten business days for the processing of your billing credit.  It should appear on your next statement.

 

Satch

Spectator

Re: No Internet or Cable. Please help. 2nd Service Call set for tomorrow.

Where are you located? (City, State, Zip?)
Strongsville, Ohio, 44136

 

What did the first tech say was the problem?
He did not know what the issue was. He checked a few thing and just wanted to replace the boxes. Packet loss seemed to improve so he left but timeouts continued 30 minutes later. He said he was new and really just sets up the equipment. Didn't know what the errors on the cable modem meant.

 

I have another tech coming in an hour. Hopefully he knows how to fix the problem.

 

 

Proven Sharer

Re: No Internet or Cable. Please help. 2nd Service Call set for tomorrow.

Your internet cable connection reports very high levels of interfering signals and poor signal-to-noise numbers.  Both are bad conditions.  I would assume the same issue also shows up on the channels that carry digital TV signals.  A lot of overhead line repair and fiber expansion work is being performed by contractors out of the Strongsville tech shop on Dow Circle off of Sprague Rd the past few weeks.

You need an experienced tech or supervisor for this callback, not one of the contracted home service techs.  The smart guys know how to extract signal report numbers from your set top box as well as from your data modem. 

 

Spectator

Re: No Internet or Cable. Please help. 2nd Service Call set for tomorrow.

Thanks for the replies and here is how things went down this morning. Had a Spectrum tech arrive this morning at the rare time it was actually working. He was pretty good and checked the splitter and replaced the coax ends on some lines. Said there was "errors" on the output end of the splitter, which he showed me on his coax meter tool. I had no idea what I was looking at on his meter, but it did have a bunch of reds lines. Looked legit to me. He didn't like some of the coax ends and replaced them. He checked the line coming into the house and checked both lines in the house. One line goes up stairs to cable box and one that goes to the cable modem. He said if the problems come back to head over to the Spectrumm store and they will swap out my cable modem.

 

Things ran great for about an hour and the errors came back. Total bummer. So I drove to Spectrum and swapped my cable modem out and things have been working great since. To be honest I didn't think swapping cable modems would do squat, but I haven't had any issues since. We'll see how things go. Below are stats from my new modem. Levels appears to be same as before minus the uncorrectables.

 

 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 1 627000000 Hz 0.3 dBmV 36.6 dB 0 0
2 Locked QAM256 2 633000000 Hz 0.2 dBmV 36.6 dB 4 0
3 Locked QAM256 3 639000000 Hz 0.2 dBmV 36.6 dB 0 0
4 Locked QAM256 5 651000000 Hz 0.1 dBmV 36.5 dB 0 0
5 Locked QAM256 7 663000000 Hz -0.2 dBmV 36.4 dB 0 0
6 Locked QAM256 8 669000000 Hz -0.3 dBmV 36.5 dB 0 0
7 Locked QAM256 9 675000000 Hz -0.2 dBmV 36.2 dB 0 0
8 Locked QAM256 14 705000000 Hz -0.3 dBmV 36.8 dB 0 0
9 Locked QAM256 15 711000000 Hz -0.2 dBmV 36.8 dB 0 0
10 Locked QAM256 16 717000000 Hz -0.2 dBmV 36.8 dB 0 0
11 Locked QAM256 19 729000000 Hz -0.5 dBmV 36.6 dB 0 0
12 Locked QAM256 21 741000000 Hz -1.4 dBmV 36.3 dB 20 74
13 Locked QAM256 22 747000000 Hz -1.7 dBmV 36.0 dB 15 0
14 Locked QAM256 23 753000000 Hz -1.9 dBmV 35.8 dB 10 0
15 Locked QAM256 24 759000000 Hz -2.3 dBmV 35.5 dB 0 0
16 Locked QAM256 25 765000000 Hz -2.7 dBmV 35.1 dB 7 0

Total Correctables Total Uncorrectables
56 74


Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 6 5120 Ksym/sec 24200000 Hz 42.3 dBmV
2 Locked TDMA 5 2560 Ksym/sec 19400000 Hz 42.8 dBmV
3 Locked ATDMA 7 5120 Ksym/sec 30600000 Hz 42.3 dBmV
4 Locked ATDMA 8 2560 Ksym/sec 37000000 Hz 43.8 dBmV

Spectator

Re: No Internet or Cable. Please help. 2nd Service Call set for tomorrow.

The issue has come back. sigh..

 

 

Time Priority Description
Tue Aug 21 10:06:40 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received -...
Tue Aug 21 10:04:56 2018 Warning (5) MDD message timeout;CM-MAC=60:6d:c7:c1:71:32;CMTS-MAC=00:01:...

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 24 759000000 Hz -1.5 dBmV 33.6 dB 2104112 7432348
2 Locked QAM256 1 627000000 Hz 0.8 dBmV 33.7 dB 2144719 6731543
3 Locked QAM256 2 633000000 Hz 0.8 dBmV 33.3 dB 2137763 6724744
4 Locked QAM256 3 639000000 Hz 0.8 dBmV 32.8 dB 2142918 6773297
5 Locked QAM256 4 645000000 Hz 0.9 dBmV 34.3 dB 2134903 6776859
6 Locked QAM256 5 651000000 Hz 0.8 dBmV 34.9 dB 2139460 6810998
7 Locked QAM256 7 663000000 Hz 0.5 dBmV 34.8 dB 2140152 6878907
8 Locked QAM256 8 669000000 Hz 0.4 dBmV 35.6 dB 2135171 6911042
9 Locked QAM256 9 675000000 Hz 0.5 dBmV 34.2 dB 2134768 6934873
10 Locked QAM256 14 705000000 Hz 0.6 dBmV 34.4 dB 2120743 7097122
11 Locked QAM256 15 711000000 Hz 0.6 dBmV 33.4 dB 2116759 7131736
12 Locked QAM256 16 717000000 Hz 0.7 dBmV 35.1 dB 2110112 7152305
13 Locked QAM256 18 723000000 Hz 0.5 dBmV 34.7 dB 2107361 7177022
14 Locked QAM256 19 729000000 Hz 0.5 dBmV 35.4 dB 2102140 7206850
15 Locked QAM256 20 735000000 Hz 0.0 dBmV 34.2 dB 2098254 7220052
16 Locked QAM256 21 741000000 Hz -0.4 dBmV 33.2 dB 2089884 7252483

Total Correctables Total Uncorrectables
33959219 112212181


Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 8 2560 Ksym/sec 37000000 Hz 43.5 dBmV
2 Locked TDMA 5 2560 Ksym/sec 19400000 Hz 42.5 dBmV
3 Locked ATDMA 6 5120 Ksym/sec 24200000 Hz 42.3 dBmV
4 Locked ATDMA 7 5120 Ksym/sec 30600000 Hz 42.0 dBmV

CM IP Address Duration Expires
2605:a000:c02:b1:288e:8803:5d6:a1dd/128 D: 29 H: 23 M: 59 S: 54 Wed Sep 19 21:48:03 2018


Current System Time: Tue Aug 21 10:08:21 2018

Trusted Helper

Re: No Internet or Cable. Please help. 2nd Service Call set for tomorrow.


@karlbeckman wrote:

Your internet cable connection reports very high levels of interfering signals and poor signal-to-noise numbers.  Both are bad conditions.  I would assume the same issue also shows up on the channels that carry digital TV signals.  A lot of overhead line repair and fiber expansion work is being performed by contractors out of the Strongsville tech shop on Dow Circle off of Sprague Rd the past few weeks.

You need an experienced tech or supervisor for this callback, not one of the contracted home service techs.  The smart guys know how to extract signal report numbers from your set top box as well as from your data modem.

 

 

Four things needed:

1.)  Call Spectrum back for Teir 3 (Supervisory Tech) and explain all that has gone down so far.

2.)  Set up equipment monitoring for at least 30 days.
3.)  Don't reboot anything for six hours prior to your service call.
4)   Have your inside wiring and drop line checked, again.

 

Satch