U

Visitor

 • 

3 Messages

Mon, Jul 18, 2022 7:06 PM

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

 • 

95.8K Messages

2 m 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 !

EG

Expert

 • 

95.8K Messages

2 m ago

The downstream power is weak / marginal to being out of spec. Please also post the upstream channel power levels.

Visitor

 • 

3 Messages

@EG

Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 1 Locked SC-QAM Upstream 10400000 Hz 3200000 Hz 54.0 dBmV
2 2 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 54.0 dBmV
3 3 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 54.0 dBmV
4 4 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 54.0 dBmV
5 5 Locked SC-QAM Upstream 35600000 Hz 6400000 Hz 53.0 dBmV
6 6 Locked SC-QAM Upstream 40400000 Hz 3200000 Hz 54.0 dBmV

Visitor

 • 

3 Messages

2 m 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. 

EG

Expert

 • 

95.8K Messages

2 m 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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