Visitor
•
8 Messages
Intermittent loss of internet
Hello. During the last two weeks we have been losing internet service throughout the day. We restart the modem and it takes a long time with flashing green light. Eventually it will settle and service resume.
Would like to ask if we can check signals to modem and if all looks ok. The line from pedestal to home was replaced and tech added a splitter since power was too high. Perhaps that needs to be removed?
Appreciate your attention.
My other idea was possibly just replacing the modem.
Accepted Solution
EG
Expert
•
111.1K Messages
2 years ago
Still too high. A goal would be no higher than around +7 dB. You could try installing a -6 dB forward path-only attenuator pad such as this one on the coax port on the rear of the modem to knock that power level down and see;
https://www.amazon.com/FPA6-54-Forward-Attenuator-DOCSIS-Internet/dp/B08KTRC3XZ
It won't affect the upstream power level which is within spec. You actually may need to use two of them piggybacked together. Let me also repeat what I stated earlier. "This may or may not be the root cause of the problem (YMMV)". I'll repeat this comment as well. "You should probably get a tech out again to properly balance the line." Good luck !
0
0
EG
Expert
•
111.1K Messages
2 years ago
What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1
Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.
What is the exact make and model number of the modem / gateway device ?
0
0
user_9906af
Visitor
•
8 Messages
2 years ago
EG, thanks for the reply. Find below the signals from the modem site.
The site also says this is a Model: CGM4981COM and Product Type: XB8
Also note for the US we are only getting four channels and no longer getting the upgraded upload speeds close to 200 we were getting in the past.
DS
US
0
0
EG
Expert
•
111.1K Messages
2 years ago
This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless. The downstream power levels are still too high / out of spec. If anything, even more attenuation needs to be added. That one splitter is not enough. You should probably get a tech out again to properly balance the line.
Is there a drop amplifier on the coax cable line leading to the modem ? If so, try removing / bypassing it and see.
0
0
user_9906af
Visitor
•
8 Messages
2 years ago
No amplifier, only a splitter they added. Got the new modem. The power levels are a little lower. Think these are closer to acceptable?
Downstream
Channel Bonding Value
Channel ID
20
13
14
15
16
17
18
19
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
193
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
543 MHz
501 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
627 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
675 MHz
681 MHz
687 MHz
693 MHz
957000000
SNR
43.1 dB
43.1 dB
43.2 dB
43.4 dB
43.4 dB
43.5 dB
43.4 dB
43.2 dB
42.8 dB
42.9 dB
42.9 dB
42.7 dB
42.7 dB
42.7 dB
42.5 dB
42.7 dB
43.0 dB
43.0 dB
43.2 dB
43.2 dB
43.2 dB
43.2 dB
43.5 dB
43.6 dB
43.6 dB
43.5 dB
43.4 dB
43.3 dB
42.8 dB
42.9 dB
43.0 dB
42.8 dB
42.2 dB
Power Level
13.2 dBmV
12.6 dBmV
12.7 dBmV
12.9 dBmV
13.2 dBmV
13.4 dBmV
13.4 dBmV
13.2 dBmV
13.0 dBmV
12.9 dBmV
13.0 dBmV
12.9 dBmV
12.9 dBmV
12.9 dBmV
12.9 dBmV
13.1 dBmV
13.3 dBmV
13.3 dBmV
13.5 dBmV
13.5 dBmV
13.5 dBmV
13.7 dBmV
14.0 dBmV
14.2 dBmV
14.3 dBmV
14.2 dBmV
14.0 dBmV
13.8 dBmV
13.4 dBmV
13.1 dBmV
13.1 dBmV
12.8 dBmV
10.7 dBmV
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
Upstream
Channel Bonding Value
Channel ID
17
18
19
20
Lock Status
Locked
Locked
Locked
Locked
Frequency
16 MHz
22 MHz
29 MHz
35 MHz
Symbol Rate
5120
5120
5120
5120
Power Level
38.8 dBmV
40.8 dBmV
42.8 dBmV
44.0 dBmV
Modulation
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
0
0
user_9906af
Visitor
•
8 Messages
2 years ago
Thanks EG, I truly appreciate your time. I will try the attenuator and try to fulfill my DIY spirit before getting a truck roll.
0
0
EG
Expert
•
111.1K Messages
2 years ago
@user_9906af
Quite welcome ! Please post back here with how things turn out either way.
0
0
user_9906af
Visitor
•
8 Messages
2 years ago
alright, both attenuators in place. boot up seems faster to lock on signal. these numbers look better too... i think...
Downstream
Channel Bonding Value
Channel ID
36
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
37
38
39
40
41
42
43
44
193
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
645 MHz
501 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
627 MHz
639 MHz
651 MHz
657 MHz
663 MHz
669 MHz
675 MHz
681 MHz
687 MHz
693 MHz
957000000
SNR
39.3 dB
38.8 dB
39.0 dB
39.0 dB
39.2 dB
39.1 dB
39.0 dB
38.8 dB
38.6 dB
38.3 dB
38.3 dB
38.5 dB
38.2 dB
38.1 dB
38.1 dB
38.1 dB
38.3 dB
38.5 dB
38.3 dB
38.6 dB
38.6 dB
38.7 dB
38.8 dB
39.0 dB
39.3 dB
39.4 dB
39.1 dB
39.4 dB
38.7 dB
39.0 dB
39.0 dB
38.9 dB
38.4 dB
Power Level
9.5 dBmV
9.2 dBmV
9.3 dBmV
9.4 dBmV
9.6 dBmV
9.6 dBmV
9.6 dBmV
9.5 dBmV
9.4 dBmV
9.2 dBmV
9.1 dBmV
9.0 dBmV
8.8 dBmV
8.8 dBmV
8.7 dBmV
8.8 dBmV
8.9 dBmV
9.0 dBmV
8.9 dBmV
9.0 dBmV
8.9 dBmV
8.9 dBmV
9.2 dBmV
9.4 dBmV
9.5 dBmV
9.4 dBmV
9.2 dBmV
9.1 dBmV
8.9 dBmV
8.5 dBmV
8.4 dBmV
8.1 dBmV
5.5 dBmV
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
Upstream
Channel Bonding Value
Channel ID
17
18
19
20
43
Lock Status
Locked
Locked
Locked
Locked
Locked
Frequency
16 MHz
22 MHz
29 MHz
35 MHz
36 MHz
Symbol Rate
5120
5120
5120
5120
0
Power Level
48.5 dBmV
48.5 dBmV
48.5 dBmV
48.5 dBmV
48.5 dBmV
Modulation
QAM
QAM
QAM
QAM
OFDMA
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
TDMA
0
0
EG
Expert
•
111.1K Messages
2 years ago
Hmmm. The downstream power is a bit lower but it should be 12 dB lower than your previous post. And the SNR's got lower. They should have basically remained around the same. Also, the upstream power got higher / almost borderline. It should basically have been unchanged. Are you using the attenuators from that link, and are things configured properly ? Are they finger tight ? Something else may have been disturbed / changed in the process of the line being manipulated. Perhaps something intermittent is going on at the premises or beyond...
Bottom line. Live with it for a few days and see.
(edited)
0
0
user_9906af
Visitor
•
8 Messages
2 years ago
Agree that something external seems to be at play. We had an outage yesterday and it seems once it returned the power levels were hovering about 21. Once I added the two it brought it back down to 9.
So far it seems to be working well. Will have to keep an eye on it.
Thanks again for your advice.
0
0
EG
Expert
•
111.1K Messages
2 years ago
My pleasure ! If the problem returns then it's time to get a tech out to investigate what's going on. 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 up 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 !
0
0