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user_1091f9
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4 Messages

Friday, September 15th, 2023 12:13 AM

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Losing service since network ehancement

So on Saturday they did some work in my neighborhood to enhance the network. I was out of the house all day and when we returned that night we had no internet.  Tried the troubleshooting and all that and nothing worked. Talked to the next level tech support the next day and nothing helped. Had scheduled a service appointment but the earliest available was the following weekend. Couldn't really wait that long so I bought a new modem on the off chance it was the issue. Turns out it was, or so I thought. New modem worked fine until tonight, so like 5 days. Started doing the same thing as the previous modem with the flashing lights and connecting for a few seconds then restarting. So I just changed it back to the original modem. Seems fine now. Based on the timing I'm assuming it's a network problem, but just in case is there anything I can do, or look for to help fix the issue? 

Question

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Updated 

2 years ago

101

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EG

Expert

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111.7K 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 current modem / gateway device ?

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user_1091f9

4 Messages

Not sure how helpful this is going to be as when I woke up this morning it wasn't working again, and nothing i do will make it work. It's just continually cycling itself. But here's what it said when I checked. 

Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables

1 Locked 256QAM 4 471.00 MHz -5.50 dBmV 40.95 dB 0 0

Upstream Bonded Channels

Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power

1 Locked ATDMA 20 5120 kSym/s 35.60 MHz 57.00 dBmV

But it says different things every time I check because the modem is at a different point in it's connect and reboot cycle. 

And it's an Arris sb6190 that I have hooked up currently. The other one is an Arris sb6183. 

2 years ago

0

EG

Expert

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111.7K Messages

2 years ago

OK, sounds like you'll need a tech out to investigate this one. 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.


Good luck !

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user_1091f9

4 Messages

@EG​ thanks for trying. Hopefully it's not a huge ordeal. Don't really realize how necessary the Internet is in our daily life until it's gone. 

2 years ago

0

EG

Expert

 • 

111.7K Messages

2 years ago

@user_1091f9 

I hear that loud and clear !! If you do decide to book a tech visit, please post back here with how things turn out afterward. Thanks.

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user_1091f9

4 Messages

@EG​ Had an appointment today, tech was a no show. I complained in the chat on the app and finally got a call from a tech who eventually showed up, or so he claimed. I never saw anyone at my condo complex and no one came to my door. He called back an hour later and said he was about done and to reboot the modem. I did, waited 30 minutes, no change. He said he was sorry and I would need to wait. It's been over hours and over heard nothing. So now I've got another appointment tomorrow. Gotta say I'm not real hopefully after today, but it's not like I have any choice.

2 years ago

0

EG

Expert

 • 

111.7K Messages

2 years ago

Oh brother...... Keep leaning on them until things get fixed properly ! 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.


Good luck !

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