Visitor
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3 Messages
Internet dropping to 0 download speed and losing connection.
This problem started about 2 weeks ago and is only happening during the weekend. My download speed will drop from 800 Mbps to below 1 Mbps sometimes going to 0 but my upload speed is completely fine. This seems to happen randomly throughout the day and the download speed recovers in about 1 - 3 minutes after the drop. I have included my downstream and upstream values below. I currently have a Technicolor CGM4331COM.
Let me know if you need any more information.
| Downstream | Channel Bonding Value | ||||||||||||||||||||||||||||||||
| Index | 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 | 633 MHz | 639 MHz | 645 MHz | 651 MHz | 657 MHz | 663 MHz | 669 MHz | 675 MHz | 681 MHz | 687 MHz | 9.57E+08 |
| SNR | 41.1 dB | 40.7 dB | 41.3 dB | 42.4 dB | 42.4 dB | 41.5 dB | 41.3 dB | 41.9 dB | 40.5 dB | 40.9 dB | 39.6 dB | 39.0 dB | 39.4 dB | 38.8 dB | 38.1 dB | 37.9 dB | 36.7 dB | 35.8 dB | 36.1 dB | 35.2 dB | 34.5 dB | 36.0 dB | 35.3 dB | 34.1 dB | 34.8 dB | 34.5 dB | 34.4 dB | 35.8 dB | 37.0 dB | 36.2 dB | 37.7 dB | 39.0 dB | 0.0 dB |
| Power Level | -9.5 dBmV | -8.5 dBmV | -9.0 dBmV | -7.9 dBmV | -7.5 dBmV | -8.9 dBmV | -9.4 dBmV | -8.4 dBmV | -10.0 dBmV | -9.5 dBmV | -11.0 dBmV | -11.7 dBmV | -11.1 dBmV | -11.7 dBmV | -12.5 dBmV | -12.5 dBmV | -13.7 dBmV | -14.9 dBmV | -14.5 dBmV | -15.3 dBmV | -16.0 dBmV | -14.4 dBmV | -15.3 dBmV | -16.5 dBmV | -15.7 dBmV | -16.1 dBmV | -16.1 dBmV | -14.5 dBmV | -13.2 dBmV | -13.5 dBmV | -12.4 dBmV | -10.9 dBmV | -25.2 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 | ||||
| Index | 1 | 2 | 3 | 4 | |
| Lock Status | Locked | Locked | Locked | Locked | |
| Frequency | 35 MHz | 29 MHz | 22 MHz | 16 MHz | |
| Symbol Rate | 5120 | 5120 | 5120 | 5120 | |
| Power Level | 53.8 dBmV | 54.5 dBmV | 54.5 dBmV | 54.5 dBmV | |
| Modulation | QAM | QAM | QAM | QAM | |
| Channel Type | ATDMA | ATDMA | ATDMA | ATDMA | |
EG
Expert
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109.1K Messages
2 years ago
The downstream power is weak to being out of spec as are some of the SNR's. Also, 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, abrasions, 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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109.1K Messages
2 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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