incorrect speed/provisioning or real problem?

[cbauer]

I recently upgraded service to the basic Spectrum 60/5 from the TWC basic (which I think was recently bumped to 20/2), however I am not getting new speeds. I have a suspicion the modem is not correcly provisioned as I cannot reset it via the self service web page. If this is what the techs on the phone were trying, it never worked. 

I have an SB6141 which I have done a factory reset on, and I have been told signal levels look good. Any chance of getting this fixed without a tech coming out?

This page provides information about the current upstream and downstream signal status of your Cable Modem.

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DownstreamBonding Channel Value

Channel ID	1	2	3	4	5	6	7	8
Frequency	657000000 Hz	663000000 Hz	669000000 Hz	675000000 Hz	681000000 Hz	687000000 Hz	693000000 Hz	699000000 Hz
Signal to Noise Ratio	35 dB	35 dB	35 dB	35 dB	35 dB	35 dB	35 dB	35 dB
Downstream Modulation	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256
Power Level The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading	-9 dBmV	-9 dBmV	-9 dBmV	-10 dBmV	-9 dBmV	-10 dBmV	-10 dBmV	-10 dBmV

UpstreamBonding Channel Value

Channel ID	18	17	19	20
Frequency	24200000 Hz	19400000 Hz	30600000 Hz	37000000 Hz
Ranging Service ID	11139	11139	11139	11139
Symbol Rate	5.120 Msym/sec	2.560 Msym/sec	5.120 Msym/sec	2.560 Msym/sec
Power Level	47 dBmV	45 dBmV	47 dBmV	49 dBmV
Upstream Modulation	[3] QPSK [3] 16QAM	[3] QPSK [2] 16QAM	[3] QPSK [3] 16QAM	[3] QPSK [3] 16QAM
Ranging Status	Success	Success	Success	Success

Signal Stats (Codewords)Bonding Channel Value

Channel ID	1	2	3	4	5	6	7	8
Total Unerrored Codewords	109811556	108986647	108971865	108994219	108968001	108968203	108969288	108970554
Total Correctable Codewords	1	0	0	0	16	14	16	20
Total Uncorrectable Codewords	1638	722	1419	1342	1481	615	1548	1595

[MsRaye]

You have a major level issue Get rid of the splitters for a start.

 Why aren't you using the free modem that Spectrum is supposed to give you with 60/6 service?

[cbauer]

Still no luck

http://www.speedtest.net/my-result/6276137125

This page provides information about the current upstream and downstream signal status of your Cable Modem.

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DownstreamBonding Channel Value

Channel ID	6	1	2	3	5	7	8	9
Frequency	687000000 Hz	657000000 Hz	663000000 Hz	669000000 Hz	681000000 Hz	693000000 Hz	699000000 Hz	705000000 Hz
Signal to Noise Ratio	37 dB	38 dB	38 dB	37 dB	35 dB	37 dB	37 dB	37 dB
Downstream Modulation	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256
Power Level The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading	1 dBmV	1 dBmV	1 dBmV	1 dBmV	1 dBmV	1 dBmV	1 dBmV	0 dBmV

UpstreamBonding Channel Value

Channel ID	18	17	19	20
Frequency	24200000 Hz	19400000 Hz	30600000 Hz	37000000 Hz
Ranging Service ID	14326	14326	14326	14326
Symbol Rate	5.120 Msym/sec	2.560 Msym/sec	5.120 Msym/sec	2.560 Msym/sec
Power Level	38 dBmV	36 dBmV	38 dBmV	39 dBmV
Upstream Modulation	[3] QPSK [3] 16QAM	[3] QPSK [2] 16QAM	[3] QPSK [3] 16QAM	[3] QPSK [3] 16QAM
Ranging Status	Success	Success	Success	Success

Signal Stats (Codewords)Bonding Channel Value

Channel ID	6	1	2	3	5	7	8	9
Total Unerrored Codewords	3449086	3457568	3466370	3473764	3440946	3442074	3440810	3443588
Total Correctable Codewords	43	0	0	1	16	10	10	14
Total Uncorrectable Codewords	660	809	644	1434	1577	1578	1588	1472

[cbauer · Accepted solution]

Provisioning error! Finally got in touch with a support person that found a work order open and they had to contact "internal support" in order to close it. Once that was done they re-provisioned the modem and it's working great. Glad there are a few of the front-line support staff that know the TWC/Spectrum systems!

[MsRaye]

It should also work a lot bettter with the levels closer to 0 dBmv... -10 is too close to the edge and results in a poorer s/n and susceptability to noise.

I assume you own this modem, rather than using one of spectrums "free" rentals..

The first  tier you talk to cannot fix any modem provisioning problems (they call them  "billing codes") The "open ticket" was probably from your earlier call, at least they actually openned a ticket, shame they never forwarded it to Tier 3

You must get transferred to tier 3 which sounds like what happened .