Rookie

Troubleshooting help needed

I am trying to troubleshoot my Internet connectiveity.  Where do I get information to post here to help people point me (and my techs) in the right direction?

 

I have had 4 tech and 4 line maintenance crew visits.

All of the wiring has been replaced in my house and out to the pole.

Signal levels have been adjusted.

The pole is showing fluctuating levels.

My electrical wiring checks out as a tech and my dad who knows wiring have both checked to ensure it is up to code and behaving.

I am having drop outs of 2-5 minutes long on many, but not all, days.  

At night, I am loosing connection for 45-120 minutes at a time.

Other people are getting the same thing on my street with no resolution.

On TV, I get pauses in my streaming shows.

On the web, I loose access to websites.

Sometimes I can't log into my wifi, it doesn't recognize my password (wifi is also through Spectrum)

Oddly, it seems when this goes on that my teleconferencing software doesn't cut out?  That was just discovered and abffles me as all devices have issues when the drops happen. 

I just dug out an ancient computer that still has ethernet to see if that is impacted by the drops as well.  I have no answers today though as it was just set up.

 

I work from home and I need this to work.  Reviews from the other available ISP are horrible so I am nervous to go to a new company just to continue to have issues.

 

What can I pull to get some peer help in identifying my issues?

5 REPLIES 5
Lead Moderator

Re: Troubleshooting help needed

If you can login to the modem and obtain and post the modem logs and 

signal levels that would be helpful in helping to diagnose the issue. 

 

Regards,

Julia R.

Spectrum-Social Media Customer Service

Lead Moderator-Community Forums

Rookie

Re: Troubleshooting help needed

OK, so here are my logs on a good day.   So far no drops on either ethernet or wifi:

 

Index12345678910111213141516Lock StatusLockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLockedFrequency621 MHz585 MHz591 MHz597 MHz609 MHz645 MHz651 MHz675 MHz681 MHz687 MHz693 MHz699 MHz705 MHz711 MHz717 MHz723 MHzSNR40.2 dB40.9 dB41.1 dB41.3 dB40.8 dB38.6 dB39.4 dB37.0 dB37.8 dB38.0 dB37.3 dB34.3 dB33.1 dB32.3 dB32.8 dB32.1 dBPower11.8 dBmV12.5 dBmV12.6 dBmV13.0 dBmV12.6 dBmV8.9 dBmV10.6 dBmV8.6 dBmV9.2 dBmV9.5 dBmV8.9 dBmV5.4 dBmV4.2 dBmV3.4 dBmV3.9 dBmV3.4 dBmVModulation256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM

 

ndexLock StatusFrequencySymbol RatePower LevelModulationChannel ID

1234
LockedLockedLockedLocked
37.0 MHz19.4 MHz24.2 MHz30.6 MHz
5120 Ksym/sec2560 Ksym/sec5120 Ksym/sec5120 Ksym/sec
34.0 dBmV32.0 dBmV33.0 dBmV34.0 dBmV
ATDMATDMAATDMAATDMA
605758

59

 

 

Unerrored Codewords3953528930395232372139523237763952323835395232385639523238283952323847395232386539523238843952323904395232392539523238633952323787395232284939523235093952321258Correctable Codewords8774200000000087901482332Uncorrectable Codewords0000000000000000

 

Is there a way to copy and paste this so this is more legible?

 

 

Helper

Re: Troubleshooting help needed

Major issues going on here. Downstream power levels ranging from 13 dBmV to 3.4 dBmV... a 2-3 dBmV spread is normal, not 10. Upstream power levels in the 32-34 dBmV range is a bit low.

 

You and your neighbors need to keep calling to report these connection issues. If everything from the tap to your modem has been checked out and given a clean bill of health it is up to Spectrum to find the source of the problem in the main lines. The in-home techs can't do this, but they are needed to write up the work orders for line crews to go do their thing. The more you and your neighbors keep calling the more likely they will find the problem.

Sharer

Re: Troubleshooting help needed

A bit hard to look at that with the formatting lost... but your numbers don't look so hot. Too much variance in the downstream, and upstream levels are way low compared to what we normally see.

Looks like there may be some noise on the line, and there is some amplification in play that may be overdriving signal (at least on the upstream side).

Problem may not be on your property, but upstream. But, they will need to start on your end nd work their way back... which will ultimately call for different teams because of how their support is tiered.

May want to double check for loose/corroded connections, compromised cabling, etc. Make sure your router/modem isn't overheating nd such... just to rule it out.
Rookie

Re: Troubleshooting help needed

Thanks.  Techs and line crews have both been here 4 times and the fix hasn't been found.  The box shouldn't be overheating right now as it is sitting by itself on the living room floor.    I am guessing that isn't the issue.  Outside, that could be happening as this started in May.  Granted, my longest disconnects are often at night.