Recent Issues with Connection

[JawnSpec]

So this is a long one.

During November, December I started getting modem reboots on my SB6141.

So I started taking screen shots of the levels and stuff.

First screenshot:

It kept rebooting so I took another screenshot:

Called and had a tech come out. He said that my downstream levels were out of spec and so he put a 6db attenuator inside the gray box. And told me to upgrade to a better modem.

The DS and US levels seemed good to me but now I was getting higher than usual Uncorrectable and Correctable Codewords.

Here is another screenshot of the higher correctables:

So I upgraded to the CM600. It was good for a day or two in levels and 0 Correctables or Uncorrectables. Then it started getting some correctables and uncorrectables so I took a screenshot.

CM600 screenshot:

That was on the 29th at like 4AM.

Now the uncorrectables and correctables are off the charts!

Cable Connection

Apply               Cancel      Frequency start Value This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect. Starting Frequency

Startup Procedure

Procedure Status Comment Acquire Downstream Channel 711000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Security Enable BPI+ IP Provisioning Mode Override MDD IPv6 only

<tabindex=-1>Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables 1 Locked QAM256 10 711000000 Hz 2.2 dBmV 41.3 dB 1081 1117 2 Locked QAM256 1 657000000 Hz 3.8 dBmV 42.3 dB 1097 1379 3 Locked QAM256 2 663000000 Hz 3.6 dBmV 42.1 dB 970 993 4 Locked QAM256 3 669000000 Hz 3.5 dBmV 42.2 dB 1226 1280 5 Locked QAM256 4 675000000 Hz 3.1 dBmV 41.1 dB 1105 1102 6 Locked QAM256 5 681000000 Hz 2.8 dBmV 41.7 dB 968 1379 7 Locked QAM256 6 687000000 Hz 2.6 dBmV 41.6 dB 1183 1547 8 Locked QAM256 7 693000000 Hz 3.0 dBmV 41.8 dB 1259 1522 9 Locked QAM256 8 699000000 Hz 2.6 dBmV 41.6 dB 1226 1342 10 Locked QAM256 9 705000000 Hz 2.5 dBmV 41.4 dB 1004 807 11 Locked QAM256 11 717000000 Hz 2.0 dBmV 41.1 dB 1271 1098 12 Locked QAM256 12 723000000 Hz 1.8 dBmV 40.9 dB 1144 1362 13 Locked QAM256 13 729000000 Hz 1.8 dBmV 40.6 dB 120407 46496 14 Locked QAM256 14 735000000 Hz 1.8 dBmV 40.5 dB 118494 128047 15 Locked QAM256 15 741000000 Hz 2.3 dBmV 40.9 dB 67780 144426 16 Locked QAM256 16 747000000 Hz 2.1 dBmV 40.3 dB 10002 14901 17 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 18 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 19 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 20 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 21 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 22 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 23 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 24 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0

<tabindex=-1>Upstream Bonded Channels

Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 18 5120 Ksym/sec 24200000 Hz 43.5 dBmV 2 Locked TDMA 17 2560 Ksym/sec 19400000 Hz 42.3 dBmV 3 Locked ATDMA 19 5120 Ksym/sec 30600000 Hz 44.8 dBmV 4 Locked ATDMA 20 2560 Ksym/sec 37000000 Hz 44.8 dBmV 5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

Current System Time: Wed Jan 31 18:46:32 2018

Help CenterShow/Hide Help Center

Is there any reason that this is happening? Is there anything I can do?

[MsRaye]

You have serious ingress from a probable poletop cell site as well as probably a verizon handset.

Something is corroded or loose, or there's a splitter with open port/cable off to nowhere.

Is this a house or apartment?

Problem may be along the street... What's your zip code?

[JawnSpec]

It's a house with a pole about back at the alley.

The line has come down and is laying across the garage but I told the tech all about that and he said that is not a problem and he just looked at the line and said it was fine.

In the box there is no splitter just the attenuator. I have internet only to 1 room direct line.

Zip code is 44663.

Oh I should mention that this area was offline for a few hours yesterday  or the day before I can't remember which day. But my sister called from her house and they said there was an issue an it was being fixed.

[MsRaye]

Bet it's all chewed up... ... did he go up and look at it?

 rehang it to the pole? It's probably put stress on the connector as that's all that's holding up the line.

 Report this as having issues and line is down

you wrote:

"The line has come down and is laying across the garage but I told the tech all about that and he said that is not a problem and he just looked at the line and said it was fine."

[JawnSpec]

He just walked back saw the line was pulled down. He didn't go up the pole or anything. Said it was fine and that a downed line like mine would not cause the downstream signals to go up but actually down. I don't know how it happened. And I didn't notice it drooping until Nov. The neighbors tree fell down right there a few months before so that may be what pulled it down. I told them the line has been pulled down quite a bit and is laying on the garage and that my modem kept rebooting. He came out and only attenuated the line after running the tests on in house line and the outside to the pole line from the gray box then added the attenuator.

I haven't had the modem reboot since he came out and attenuated. Is it OK to call for just the uncorrectables and the line still down?

It used to go straight from the pole to the house now it 's like 2 feet down and laying on the garage. It goes through some trees and stuff as well. He said he's not a tree trimmer.

[MsRaye]

If that line is stretched, it's bad

needs to be replaced

 It may be torn open and that's allowing the ingress, that can be intermittent as well.

[Julia_R]

Good afternoon.

We will come out and take care of that but... sounds like the tree needs to be trimmed 

to provide us access. Is the tree your neighbors or on your property? 

I encourage you to contact us for direct support at 

Twitter: @Ask_Spectrum
Facebook: https://www.facebook.com/Spectrum

Regards,
Julia R.
Spectrum-Social Media Customer Care
Lead Moderator-Community Forums

[JawnSpec]

OK so here are the uncorrectables now:

It does seem like there is an issue. 

The pole is completely accessable no trees around it. It's that the pole is pretty far away from the house so it had to go through like 3 trees and he thought that was what was holding the line up and when I said that the neighbor's tree fell over he said that that must have been what was holding the line up. But I am pretty sure that is what pulled it down from the pole. He said I would have to trim the trees inbetween the pole and the house. So it's been very cold and like 8 inches of snow everywhere so I could not trim the trees or anything. I will have to wait for spring or something and get my grandson to do it. And I didn't ever have uncorrectables or correctables until he put the attenuator in.

Does everything look OK here?

[MsRaye]

Too lazy to replace the grounding block and connectors for a start.

I need to see the upstream as well.

The uncorrecteds are way too high and must never be more than the correcteds.

this appears to partially  be 4G cellular ingress from nearby cell sites and handsets

[JawnSpec]

Cable Connection

Apply               Cancel      Frequency start Value This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect. Starting Frequency

Startup Procedure

Procedure Status Comment Acquire Downstream Channel 711000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Security Enable BPI+ IP Provisioning Mode Override MDD IPv6 only

<tabindex=-1>Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables 1 Locked QAM256 10 711000000 Hz 3.5 dBmV 41.8 dB 36138 40064 2 Locked QAM256 1 657000000 Hz 4.9 dBmV 42.5 dB 30299 28910 3 Locked QAM256 2 663000000 Hz 4.7 dBmV 42.4 dB 31055 33170 4 Locked QAM256 3 669000000 Hz 4.7 dBmV 42.4 dB 33262 40257 5 Locked QAM256 4 675000000 Hz 4.4 dBmV 41.7 dB 35109 45281 6 Locked QAM256 5 681000000 Hz 4.1 dBmV 42.0 dB 35801 46686 7 Locked QAM256 6 687000000 Hz 3.8 dBmV 41.8 dB 37677 44560 8 Locked QAM256 7 693000000 Hz 3.8 dBmV 41.8 dB 36131 41964 9 Locked QAM256 8 699000000 Hz 4.2 dBmV 42.2 dB 34746 41724 10 Locked QAM256 9 705000000 Hz 3.9 dBmV 42.0 dB 35173 42386 11 Locked QAM256 11 717000000 Hz 3.4 dBmV 41.7 dB 35130 35437 12 Locked QAM256 12 723000000 Hz 3.2 dBmV 41.4 dB 32752 30821 13 Locked QAM256 13 729000000 Hz 3.6 dBmV 41.1 dB 626333 134146 14 Locked QAM256 14 735000000 Hz 3.7 dBmV 41.1 dB 262961 191836 15 Locked QAM256 15 741000000 Hz 3.9 dBmV 41.3 dB 420380 560025 16 Locked QAM256 16 747000000 Hz 3.7 dBmV 41.2 dB 10951 15620 17 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 18 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 19 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 20 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 21 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 22 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 23 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 24 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0

<tabindex=-1>Upstream Bonded Channels

Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 18 5120 Ksym/sec 24200000 Hz 39.8 dBmV 2 Locked TDMA 17 2560 Ksym/sec 19400000 Hz 38.5 dBmV 3 Locked ATDMA 19 5120 Ksym/sec 30600000 Hz 41.0 dBmV 4 Locked ATDMA 20 2560 Ksym/sec 37000000 Hz 41.3 dBmV 5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

Current System Time: Thu Feb 08 21:31:24 2018

Help CenterShow/Hide Help Center

I have 1 cell phone that does not have service and is in airplane mode 24/7.

Could the router being like a foot away from the modem be causing it at all?