Community Manager

Revised - Data to get help from your peers

Hello everyone, 

 

We were looking at one of our posts that gets a lot of views,  DATA TO POST TO GET HELP FROM THE COMMUNITY and realized that it might a bit intimidating for some members.  

 

To address this, we broke the information down into three experience categories:  Basic, Intermediate and Advanced.  The idea is that most users will be able to provide the basic data, making the other information optional, only if you have technical knowledge needed to provide the additional data.    

 

We kept the original post pinned in Connectivity,  but added this post to be referenced as well.   Feel free to provide feedback, as well as reference this thread if you think it will be helpful. 

 

Thanks for participating in the Forums & thanks to @redrock for the original post !

 

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Please include at least the information included in the basic section when posting issues. 

 

Basic:

  1. Description of the issue and how long it has been occurring, include online activity and time of day
  2. Your ZIP code (for privacy, please do not post your address)  
  3. Type of home: Single home, multi-family or apartment complex
  4. The service(s) you are subscribed (Internet / TV / Phone) and the internet speed
  5. Make and model of modem, router(s) Cable Box (es)(whichever is applicable to your issue)
  6. Results of a recent speed test (a screen shot is best) Spectrum speed test.

 

Intermediate:

  1. Firmware level in modem (or, post modem page)
  2. Confirm modem is Online or report otherwise.
  3. Login to your My Account and click on troubleshoot. Confirm modem MAC address on your My Account matches the physical devices address 
  4. List symptoms using a wired (not wireless) connection with date and time and any repeating pattern or trend..
  5. Modem's signal, downstream and upstream, and event log pages. usually accessed at 192.168.100.1 or 192.168.0.1
  6. Description of your cable wiring from street and throughout house, include splitters, devices, cable type (rg6, rg59) and age, etc. and specifically the where the modem attaches.
  7. Inspect the condition of the cable, splitters, and outlets looking for corrosion, damaged cables or obvious wear.  What is the condition of the ground block.

 

Advanced:

  1. Description of Ethernet network from modem’s Ethernet port to router(s) and to any additional devices including cable type, e.g., cat5, cat5e, cat6, etc.
  2. Any recent or coincident changes or upgrades to your system, or any neighborhood changes.
  3. Run pathping (windows command) targeting a site that demonstrates problem, preferably one that is pingable, like rr.com. If pathping is not available as command execute tracert. (Linux command is traceroute)
  4. Are any background tasks running that upload or download data automatically, e.g., backup programs, torrent client, file/photo/music sync, auto program/app update, etc.?
  5. If unable to paste web page data directly into forum reply window, use a tool like Windows Snipping Tool (free at Microsoft) to copy screen image and paste to web based site likehttp://imgur.com or http://snag.gy . Paste image url into forum reply.