4 Messages
Poor Downstream connection quality after recent maintenance in the area
We recently had maintenance in the area and since that time my CM2000 has been reporting Poor Downstream quality, how can I have this addressed?
The information provided below was immediately taken after a fresh reboot of the cable modem:
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Status: Poor
Action:
[Downstream Power Level]
Try these actions (Click the Refresh button after each step):
1) Make sure the coaxial cable is tightly connected.
2) Remove any unnecessary splitters.
3) Replace any required splitters.
4) Contact your service provider for troubleshooting help.
CM Status: Good
Downstream Status: Poor
Downstream Power Level: Poor
Downstream power is poor (-11.3dBmV). The recommended level is between -10dBmV to 10dBmV.
Downstream SNR Level: Good
Upstream Status: Good
Upstream Power Level: Good
Current Time: Mon Jul 24 07:59:03 2023
Startup Procedure
Acquire Downstream Channel: 513000000 Hz Locked
Connectivity State: OK Operational
Boot State: OK Operational
Security: Enabled BPI+
IP Provisioning Mode: Honor MDD IPv6 only
Downstream Bonded Channels
Channel LockedStatus Modulation ChannelID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 20 513000000 Hz -8.5 43.1 7 0
2 Locked QAM256 13 465000000 Hz -7.7 43.9 2 0
3 Locked QAM256 14 471000000 Hz -8 43.5 0 0
4 Locked QAM256 15 477000000 Hz -7.3 43.6 1 0
5 Locked QAM256 16 483000000 Hz -7.8 43.4 1 0
6 Locked QAM256 17 489000000 Hz -7.9 43.6 1 0
7 Locked QAM256 18 495000000 Hz -8.1 43.3 2 0
8 Locked QAM256 19 507000000 Hz -9 42.7 7 0
9 Locked QAM256 21 519000000 Hz -9.6 42.3 7 0
10 Locked QAM256 22 525000000 Hz -8.6 43.1 8 0
11 Locked QAM256 23 531000000 Hz -9.1 42.7 7 0
12 Locked QAM256 24 537000000 Hz -8.9 42.8 1 0
13 Locked QAM256 25 543000000 Hz -8.7 42.9 1 0
14 Locked QAM256 26 549000000 Hz -8.9 42.6 0 0
15 Locked QAM256 27 555000000 Hz -9.7 42.1 1 0
16 Locked QAM256 28 561000000 Hz -9.5 42.1 1 0
17 Locked QAM256 29 567000000 Hz -10.2 41.5 0 0
18 Locked QAM256 30 573000000 Hz -10 41.6 4 0
19 Locked QAM256 31 579000000 Hz -9.5 41.8 1 0
20 Locked QAM256 32 585000000 Hz -9.6 41.6 5 0
21 Locked QAM256 33 591000000 Hz -9.3 41.8 0 0
22 Locked QAM256 34 597000000 Hz -9.2 41.9 1 0
23 Locked QAM256 35 603000000 Hz -9.6 41.5 0 0
24 Locked QAM256 36 609000000 Hz -9.6 41.7 0 0
25 Locked QAM256 37 615000000 Hz -9.8 41.6 0 0
26 Locked QAM256 38 621000000 Hz -10.6 37.9 0 0
27 Locked QAM256 39 627000000 Hz -10.1 36.2 53545 594
28 Locked QAM256 40 633000000 Hz -11.3 37.4 2693222 1152095
29 Locked QAM256 41 639000000 Hz -10.8 39.7 856877 102410
30 Locked QAM256 42 645000000 Hz -10.6 40.8 2 0
31 Locked QAM256 43 651000000 Hz -9.9 41.5 1 0
32 Locked QAM256 44 657000000 Hz -9.7 41.3 1 0
Upstream Bonded Channels
Channel LockedStatus ChannelType ChannelID SymbolRate Frequency Power
1 Locked ATDMA 4 5120 Ksym/sec 16400000 Hz 53.5 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 29200000 Hz 52.8 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 52.5 dBmV
4 Locked ATDMA 1 5120 Ksym/sec 35600000 Hz 53.0 dBmV
5 Not Locked Unknown 0 0 0 0.0
6 Not Locked Unknown 0 0 0 0.0
7 Not Locked Unknown 0 0 0 0.0
8 Not Locked Unknown 0 0 0 0.0
Downstream OFDM Channels
Channel LockedStatus ProfileID ChannelID Frequency Power SNR/MER ActiveSubcarrier Unerror Correctable Uncorrectable
1 Locked 0 ,1 ,2 ,3 193 690000000 Hz -10.92 dBmV 37.9 dB 1108 ~ 2987 17905716 16851905 38487
2 Not Locked 0 0 0 Hz 0 dBmV 0 dB 0 ~ 4095 0 0 0
Upstream OFDMA Channels
Channel LockedStatus ProfileID ChannelID Frequency Power
1 Not Locked 0 0 0 Hz 0 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV
EG
Expert
•
111.1K Messages
2 years ago
The upstream power is out of spec as well. 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 Home Depot, Target, Wal-Mart, 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.
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 with it !
(edited)
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_Cos_
4 Messages
2 years ago
There are only two-splitters on the line that I'm aware of, but I'll check and replace them just to be sure nothing is going on there.
I'm located in a high-rise condominium and the cable from the outside terminates in the guest bathroom, of all places, so not the best location to host the modem.
There is a splitter there that runs to the living room and den, and one other splitter in the den.
The splitter in the den hosts both the cable modem and is there primarily to support the pair of goCoax MA2500D MoCA 2.5 adapters I'm using for wired connectivity to the living room.
That said, I have the MoCA adapters isolated to only using encrypted traffic on the Extended Band D: 1125 to 1675 MHz to avoid any potential conflict with the cable modem traffic.
So, both splitters need to cover up to 1675 MHz for this to work.
As this is a high-rise, the wi-fi "noise" is extreme so this helps to isolate and provide a wired alternative for Internet traffic without running an additional line.
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EG
Expert
•
111.1K Messages
2 years ago
The power levels are still marginal to out of spec. More needs to be done. Multiple dwellings are typically problematic ! And typically the owner / managing agent is responsible for maintaining / repairing the internal coax wiring and hardware. You may want to run this by them and / or get a tech out as stated to investigate / advise.
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EG
Expert
•
111.1K Messages
2 years ago
My pleasure ! Good luck ! Feel free to post back here with how things turn out.
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