Observer

Recent Issues with Connection

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:

1.pngIt kept rebooting so I took another screenshot:

2.png

 

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:

 

3.png

 

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:

 

4.PNG

 

That was on the 29th at like 4AM.

 

Now the uncorrectables and correctables are off the charts!

 

Cable Connection
 
 
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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
ProcedureStatusComment
Acquire Downstream Channel711000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnableBPI+
IP Provisioning ModeOverride MDDIPv6 only
 
<tabindex=-1>Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM25610711000000 Hz2.2 dBmV41.3 dB10811117
2LockedQAM2561657000000 Hz3.8 dBmV42.3 dB10971379
3LockedQAM2562663000000 Hz3.6 dBmV42.1 dB970993
4LockedQAM2563669000000 Hz3.5 dBmV42.2 dB12261280
5LockedQAM2564675000000 Hz3.1 dBmV41.1 dB11051102
6LockedQAM2565681000000 Hz2.8 dBmV41.7 dB9681379
7LockedQAM2566687000000 Hz2.6 dBmV41.6 dB11831547
8LockedQAM2567693000000 Hz3.0 dBmV41.8 dB12591522
9LockedQAM2568699000000 Hz2.6 dBmV41.6 dB12261342
10LockedQAM2569705000000 Hz2.5 dBmV41.4 dB1004807
11LockedQAM25611717000000 Hz2.0 dBmV41.1 dB12711098
12LockedQAM25612723000000 Hz1.8 dBmV40.9 dB11441362
13LockedQAM25613729000000 Hz1.8 dBmV40.6 dB12040746496
14LockedQAM25614735000000 Hz1.8 dBmV40.5 dB118494128047
15LockedQAM25615741000000 Hz2.3 dBmV40.9 dB67780144426
16LockedQAM25616747000000 Hz2.1 dBmV40.3 dB1000214901
17Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
18Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
19Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
20Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
21Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
22Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
23Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
24Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
 
<tabindex=-1>Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA185120 Ksym/sec24200000 Hz43.5 dBmV
2LockedTDMA172560 Ksym/sec19400000 Hz42.3 dBmV
3LockedATDMA195120 Ksym/sec30600000 Hz44.8 dBmV
4LockedATDMA202560 Ksym/sec37000000 Hz44.8 dBmV
5Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
6Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
7Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
8Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
 
Current System Time: Wed Jan 31 18:46:32 2018 

 

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Is there any reason that this is happening? Is there anything I can do?
12 REPLIES 12
Highlighted
Expert

Re: Recent Issues with Connection

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?

 

Observer

Re: Recent Issues with Connection

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.

Expert

Re: Recent Issues with Connection

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."

Observer

Re: Recent Issues with Connection

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.

Expert

Re: Recent Issues with Connection

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.

 

Lead Moderator

Re: Recent Issues with Connection

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

 

 

Observer

Re: Recent Issues with Connection

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?

 

 

Expert

Re: Recent Issues with Connection

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

 

Observer

Re: Recent Issues with Connection

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
ProcedureStatusComment
Acquire Downstream Channel711000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnableBPI+
IP Provisioning ModeOverride MDDIPv6 only
 
<tabindex=-1>Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM25610711000000 Hz3.5 dBmV41.8 dB3613840064
2LockedQAM2561657000000 Hz4.9 dBmV42.5 dB3029928910
3LockedQAM2562663000000 Hz4.7 dBmV42.4 dB3105533170
4LockedQAM2563669000000 Hz4.7 dBmV42.4 dB3326240257
5LockedQAM2564675000000 Hz4.4 dBmV41.7 dB3510945281
6LockedQAM2565681000000 Hz4.1 dBmV42.0 dB3580146686
7LockedQAM2566687000000 Hz3.8 dBmV41.8 dB3767744560
8LockedQAM2567693000000 Hz3.8 dBmV41.8 dB3613141964
9LockedQAM2568699000000 Hz4.2 dBmV42.2 dB3474641724
10LockedQAM2569705000000 Hz3.9 dBmV42.0 dB3517342386
11LockedQAM25611717000000 Hz3.4 dBmV41.7 dB3513035437
12LockedQAM25612723000000 Hz3.2 dBmV41.4 dB3275230821
13LockedQAM25613729000000 Hz3.6 dBmV41.1 dB626333134146
14LockedQAM25614735000000 Hz3.7 dBmV41.1 dB262961191836
15LockedQAM25615741000000 Hz3.9 dBmV41.3 dB420380560025
16LockedQAM25616747000000 Hz3.7 dBmV41.2 dB1095115620
17Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
18Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
19Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
20Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
21Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
22Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
23Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
24Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
 
<tabindex=-1>Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA185120 Ksym/sec24200000 Hz39.8 dBmV
2LockedTDMA172560 Ksym/sec19400000 Hz38.5 dBmV
3LockedATDMA195120 Ksym/sec30600000 Hz41.0 dBmV
4LockedATDMA202560 Ksym/sec37000000 Hz41.3 dBmV
5Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
6Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
7Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
8Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
 
Current System Time: Thu Feb 08 21:31:24 2018 

 

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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?