Visitor
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3 Messages
Internet connection unreliable and disconnects
The past month I have been having issues that have required me to power cycle my modem at least once a day, but it's gotten to the point where that's not helping and I lose connection several times a day
| Downstream Bonded Channels | |||||||
|---|---|---|---|---|---|---|---|
| Channel ID | Lock Status | Modulation | Frequency | Power | SNR/MER | Corrected | Uncorrectables |
| 41 | Locked | QAM256 | 675000000 Hz | -10.1 dBmV | 36.6 dB | 5 | 0 |
| 13 | Locked | QAM256 | 495000000 Hz | -8.8 dBmV | 38.8 dB | 0 | 0 |
| 14 | Locked | QAM256 | 507000000 Hz | -8.8 dBmV | 38.9 dB | 0 | 0 |
| 15 | Locked | QAM256 | 513000000 Hz | -9.9 dBmV | 38.6 dB | 0 | 0 |
| 16 | Locked | QAM256 | 519000000 Hz | -9.2 dBmV | 38.8 dB | 0 | 0 |
| 17 | Locked | QAM256 | 525000000 Hz | -9.7 dBmV | 38.5 dB | 2 | 0 |
| 18 | Locked | QAM256 | 531000000 Hz | -9.2 dBmV | 38.8 dB | 0 | 0 |
| 19 | Locked | QAM256 | 543000000 Hz | -9.2 dBmV | 38.8 dB | 0 | 0 |
| 20 | Locked | QAM256 | 549000000 Hz | -9.3 dBmV | 38.7 dB | 0 | 0 |
| 21 | Locked | QAM256 | 555000000 Hz | -9.3 dBmV | 38.6 dB | 0 | 0 |
| 22 | Locked | QAM256 | 561000000 Hz | -9.3 dBmV | 38.7 dB | 0 | 0 |
| 23 | Locked | QAM256 | 567000000 Hz | -8.9 dBmV | 38.5 dB | 0 | 0 |
| 24 | Locked | QAM256 | 573000000 Hz | -9.0 dBmV | 38.6 dB | 0 | 0 |
| 25 | Locked | QAM256 | 579000000 Hz | -8.9 dBmV | 38.6 dB | 0 | 0 |
| 26 | Locked | QAM256 | 585000000 Hz | -9.0 dBmV | 38.3 dB | 2 | 0 |
| 27 | Locked | QAM256 | 591000000 Hz | -9.4 dBmV | 38.3 dB | 0 | 0 |
| 28 | Locked | QAM256 | 597000000 Hz | -9.4 dBmV | 38.2 dB | 2 | 0 |
| 29 | Locked | QAM256 | 603000000 Hz | -9.9 dBmV | 38.0 dB | 1 | 0 |
| 30 | Locked | QAM256 | 609000000 Hz | -9.6 dBmV | 38.0 dB | 0 | 0 |
| 31 | Locked | QAM256 | 615000000 Hz | -10.2 dBmV | 37.8 dB | 4 | 0 |
| 32 | Locked | QAM256 | 621000000 Hz | -9.6 dBmV | 34.4 dB | 350283 | 335744 |
| 33 | Locked | QAM256 | 627000000 Hz | -11.0 dBmV | 26.8 dB | 12896636 | 7923265 |
| 34 | Locked | QAM256 | 633000000 Hz | -10.3 dBmV | 0.0 dB | 12562408 | 18317559 |
| 35 | Locked | QAM256 | 639000000 Hz | -10.6 dBmV | 34.7 dB | 793908 | 319051 |
| 36 | Locked | QAM256 | 645000000 Hz | -9.7 dBmV | 37.6 dB | 2 | 0 |
| 37 | Locked | QAM256 | 651000000 Hz | -9.6 dBmV | 37.6 dB | 2 | 0 |
| 38 | Locked | QAM256 | 657000000 Hz | -9.7 dBmV | 37.6 dB | 3 | 0 |
| 39 | Locked | QAM256 | 663000000 Hz | -9.6 dBmV | 37.7 dB | 3 | 0 |
| 40 | Locked | QAM256 | 669000000 Hz | -9.4 dBmV | 37.7 dB | 2 | 0 |
| 42 | Locked | QAM256 | 681000000 Hz | -9.1 dBmV | 37.7 dB | 3 | 0 |
| 43 | Locked | QAM256 | 687000000 Hz | -9.8 dBmV | 37.4 dB | 3 | 0 |
| 44 | Locked | QAM256 | 693000000 Hz | -8.6 dBmV | 37.8 dB | 1 | 0 |
| 159 | Locked | Other | 722000000 Hz | -8.0 dBmV | 27.5 dB | 398166975 | 0 |
| 07/18/2022 11:01 | 74010100 | 6 | "CM-STATUS message sent. Event Type Code: 5; Chan ID: 33 34; DSID: N/A; |
Accepted Solution
EG
Expert
•
110.3K Messages
3 years ago
O/k the upstream power is too high / 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.
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.
Good luck with it !
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EG
Expert
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110.3K Messages
3 years ago
The downstream power is weak / marginal to being out of spec. Please also post the upstream channel power levels.
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user_61be59
Visitor
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3 Messages
3 years ago
Thanks for the info! I do have to wonder if it's something outside the house as nothing has changed inside the house. There is one splitter I can remove as a test and that's about it.
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EG
Expert
•
110.3K Messages
3 years ago
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.
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