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Wednesday, June 3rd, 2020

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Internet disconnects same exact minute, most every hour, last 2+ weeks

I'm getting disconnects most every hour at the same exact minute, we have had the same setup here for years and never had this many constant disconnects.

 

Last few days the phone reps have just told to power/reset modem a total of 5 times or better. Yesterday I was told on the phone there was an outage that would be resolved at 10:56pm, but it didn't. Tried calling today and customer service phones were totally down for a while, once back up I got the robot to ask me to do another reset, no help.

 

When it goes out, no lights on the modem go out, and it's back up and going in 30-90 seconds. After I noticed it was the exact same minute every day, just recently I made a log of when I was using my computer and it disconnected:

 

5/26 7:06pm, 11:06pm

5/27 7:36pm, 11:36pm

5/28 7:36pm, 11:36pm

5/29 7:36pm, 11:36pm, 12:36am

5/30 9:36pm, 11:36pm

5/31 11:10pm, 1:10am

6/01 8:28pm, 10:28pm, 11:28pm, 12:28am, 1:28am

6/02 7:28pm, 10:28pm, 11:28pm

6/03 4:29pm

 

Some technical data:

Cable Modem
HW Version: 5
Vendor: 11052019
BOOT Version: 1.2.1.62
Core Version: 9.1.103M2AQ.SIP.PC20.CT
Model: TG862G
Product Type: TG862G
Flash Part: 32MB
Download Version: 9.1.103M2AQ.SIP.PC20.CT
Serial Number: E66BSLEGC553546
Downstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
621MHz
627MHz
639MHz
645MHz
651MHz
657MHz
663MHz
669MHz
SNR
37.6dB
37.9dB
37.3dB
37.6dB
37.9dB
36.8dB
37dB
38.9dB
Power Level
1.6dBmV
1.4dBmV
1dBmV
0.5dBmV
0.6dBmV
0.9dBmV
0dBmV
0.1dBmV
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
Upstream Channel Bonding Value
Index 1 2 3 4
Lock Status Locked Locked Locked Locked
Frequency 16.6MHz 23MHz 29.4MHz 35.8MHz
Symbol Rate 5120KSym/sec 5120KSym/sec 5120KSym/sec 5120KSym/sec
Power Level 47dBmV 47dBmV 47dBmV 47dBmV
Modulation QAM64 QAM64 QAM64 QAM64
CM Error Codewords
 
Index
1
2
3
4
5
6
7
8
Unerrored Codewords 11771965 11780016 11754879 11736014 11746582 11732923 11735433 11734284
Correctable Codewords 0 0 0 0 0 0 0 0
Uncorrectable Codewords 0 0 0 0 0 0 0 0
Disconnected all splitters I could find and still same thing happens, I'd really like to find the cause of the problem, because this isn't useful internet the way it's been.
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