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3 Messages

Thursday, May 12th, 2022 2:02 AM

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intermittent disconnects/lag spikes, t3 timeouts

wired wall > modem > pc, no splitters that i'm aware of; happened before in January after a power outage, tech was able to repair something at the pole to solve the issue. started again after a power outage about a month ago, "tech support" kept insisting it was my modem and when a tech came out he said the signal was fine and wouldn't look at my modem status page/logs. Finally gave up and got a new modem, still happening.

signal page after about 30m uptime:

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
25 Locked QAM256 579000000 Hz 6 dBmV 41 dB 0 0
1 Locked QAM256 429000000 Hz 6 dBmV 41 dB 0 0
2 Locked QAM256 435000000 Hz 6 dBmV 41 dB 0 0
3 Locked QAM256 441000000 Hz 6 dBmV 41 dB 0 0
4 Locked QAM256 447000000 Hz 6 dBmV 41 dB 0 0
5 Locked QAM256 453000000 Hz 6 dBmV 36 dB 0 0
6 Locked QAM256 459000000 Hz 6 dBmV 40 dB 10009 21951
7 Locked QAM256 465000000 Hz 6 dBmV 40 dB 0 0
8 Locked QAM256 471000000 Hz 6 dBmV 41 dB 0 0
9 Locked QAM256 477000000 Hz 6 dBmV 40 dB 0 0
10 Locked QAM256 483000000 Hz 6 dBmV 41 dB 0 0
11 Locked QAM256 489000000 Hz 6 dBmV 41 dB 0 0
12 Not Locked Unknown 495000000 Hz 5 dBmV 0 dB 0 0
13 Not Locked Unknown 507000000 Hz 6 dBmV 0 dB 0 0
14 Not Locked Unknown 513000000 Hz 6 dBmV 0 dB 0 0
15 Not Locked Unknown 519000000 Hz 6 dBmV 0 dB 0 0
16 Not Locked Unknown 525000000 Hz 6 dBmV 0 dB 0 0
17 Not Locked Unknown 531000000 Hz 6 dBmV 0 dB 95 0
18 Locked QAM256 537000000 Hz 6 dBmV 0 dB 6883847 16367512
19 Locked QAM256 543000000 Hz 6 dBmV 32 dB 3842 0
20 Locked QAM256 549000000 Hz 6 dBmV 39 dB 0 0
21 Locked QAM256 555000000 Hz 7 dBmV 39 dB 0 0
22 Locked QAM256 561000000 Hz 6 dBmV 40 dB 0 0
23 Locked QAM256 567000000 Hz 7 dBmV 41 dB 0 0
24 Locked QAM256 573000000 Hz 6 dBmV 40 dB 0 0
26 Locked QAM256 585000000 Hz 6 dBmV 34 dB 0 0
27 Locked QAM256 591000000 Hz 6 dBmV 28 dB 898118 4
41 Locked OFDM PLC 722000000 Hz 3 dBmV 38 dB 35239290 285065
42 Locked QAM256 405000000 Hz 6 dBmV 41 dB 0 0
43 Locked QAM256 411000000 Hz 6 dBmV 40 dB 0 0
44 Locked QAM256 417000000 Hz 6 dBmV 41 dB 0 0
45 Locked QAM256 423000000 Hz 6 dBmV 41 dB 0 0



Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
5 Locked SC-QAM 35600000 Hz 6400000 48.0 dBmV
6 Locked SC-QAM 29200000 Hz 6400000 50.3 dBmV
7 Locked SC-QAM 22800000 Hz 6400000 49.8 dBmV
8 Locked SC-QAM 16400000 Hz 6400000 53.0 dBmV
9 Locked SC-QAM 40400000 Hz 3200000 47.5 dBmV



Current System Time:Wed May 11 19:47:36 2022

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Expert

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118.4K Messages

4 years ago

The upstream power is too high on channels 6,7, and 8 and it may be intermittently fluctuating even higher out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

These tips may not apply here but I am including them anyway. In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.

If there is nothing more that can be done to improve the connection quality, then you'll need a tech visit as stated. 

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.


Good luck !

Visitor

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3 Messages

@EG​ Any idea what would cause upstream power levels to drift so much over the course of a day?

Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
5 Locked SC-QAM 35600000 Hz 6400000 41.5 dBmV
6 Locked SC-QAM 29200000 Hz 6400000 41.3 dBmV
7 Locked SC-QAM 22800000 Hz 6400000 41.0 dBmV
8 Locked SC-QAM 16400000 Hz 6400000 40.8 dBmV
9 Locked SC-QAM 40400000 Hz 3200000 41.0 dBmV


 

Current System Time:Thu May 12 17:20:22 2022

Visitor

 • 

3 Messages

4 years ago

Connection was suspiciously stable overnight between 12ish am and 12ish pm central, and when i checked all upstream channels were at 47-48dBmV. But now my issues have returned, and it looks like upstream power is starting to drift again.

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
25 Locked QAM256 579000000 Hz 6 dBmV 41 dB 9 27
1 Locked QAM256 429000000 Hz 5 dBmV 41 dB 653 1653
2 Locked QAM256 435000000 Hz 5 dBmV 41 dB 3154 14803
3 Locked QAM256 441000000 Hz 5 dBmV 41 dB 894 1986
4 Locked QAM256 447000000 Hz 5 dBmV 41 dB 725 2048
5 Locked QAM256 453000000 Hz 5 dBmV 38 dB 18487 3419
6 Locked QAM256 459000000 Hz 5 dBmV 41 dB 683001 2007187
7 Locked QAM256 465000000 Hz 5 dBmV 41 dB 44127 1008
8 Locked QAM256 471000000 Hz 6 dBmV 37 dB 312 474
9 Locked QAM256 477000000 Hz 6 dBmV 40 dB 239 254
10 Locked QAM256 483000000 Hz 5 dBmV 41 dB 198 157
11 Locked QAM256 489000000 Hz 5 dBmV 41 dB 164 169
12 Not Locked Unknown 495000000 Hz 5 dBmV 0 dB 0 0
13 Not Locked Unknown 507000000 Hz 5 dBmV 0 dB 0 0
14 Not Locked Unknown 513000000 Hz 5 dBmV 0 dB 138732 0
15 Not Locked Unknown 519000000 Hz 5 dBmV 0 dB 0 0
16 Not Locked Unknown 525000000 Hz 6 dBmV 0 dB 0 0
17 Not Locked Unknown 531000000 Hz 6 dBmV 0 dB 3996 0
18 Locked QAM256 537000000 Hz 5 dBmV 0 dB 44814362 179198596
19 Locked QAM256 543000000 Hz 5 dBmV 31 dB 115215599 15832
20 Locked QAM256 549000000 Hz 6 dBmV 38 dB 64 63
21 Locked QAM256 555000000 Hz 6 dBmV 39 dB 42 64
22 Locked QAM256 561000000 Hz 6 dBmV 39 dB 60 78
23 Locked QAM256 567000000 Hz 6 dBmV 41 dB 70 100
24 Locked QAM256 573000000 Hz 6 dBmV 40 dB 35 111
26 Locked QAM256 585000000 Hz 6 dBmV 33 dB 10294865 1538946
27 Locked QAM256 591000000 Hz 5 dBmV 0 dB 31676815 311274
41 Locked OFDM PLC 722000000 Hz 3 dBmV 38 dB 657868424 6242472
42 Locked QAM256 405000000 Hz 5 dBmV 41 dB 1748 4894
43 Locked QAM256 411000000 Hz 5 dBmV 41 dB 969 2533
44 Locked QAM256 417000000 Hz 5 dBmV 41 dB 1068 2318
45 Locked QAM256 423000000 Hz 5 dBmV 41 dB 913 2452



Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
5 Locked SC-QAM 35600000 Hz 6400000 48.5 dBmV
6 Locked SC-QAM 29200000 Hz 6400000 50.8 dBmV
7 Locked SC-QAM 22800000 Hz 6400000 50.0 dBmV
8 Locked SC-QAM 16400000 Hz 6400000 47.8 dBmV
9 Locked SC-QAM 40400000 Hz 3200000 48.0 dBmV



Current System Time:Thu May 12 14:41:27 2022

Expert

 • 

118.4K Messages

4 years ago

Did any of those tips apply ? If there is nothing more that can be done to improve the connection quality, then you'll need a tech visit as stated. 

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.


Good luck !

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