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Purchased couple weeks ago a brand new cable modem Arris 8200, it sync 28 downstream and 3 upstreams channels (Southeast Michigan). I thought taht by getting better hardware I will improve my Internet connectivity, but turns out that my line and connection to the headend is worse not better....My old modem just 8x4 was fairly stable but had to sync just 8 channels downstream...
Anyway, the line supplying my house is in a very unstable conditions, the downstream signals varies +/- 10dBmV depends of the day, time of the day, I have a lot of errors, connections drops multiple time every day....
I called, tech he came checked everything and said that he don't see any issue in my house, but maybe there is a issue with the supply line under my drive way, well could be I said, is old, he left....anyway, I text him shortly after his departure that my connection is unstable and the connection dropped again....he said that for sue the line is bad, so I spent couple of hours in Saturday and run a new cable from the bottom of pole (barrel) to my house....tested, brought the cable modem closer, not much change maybe 0.5 or 1 dBmV....so now I'm pretty sure the issue is out of my control and exist somewhere on the line, amplifier etc...I don't want another home tech visit because they are unable to fix anything at this point. Please advice how to proceed.
Attached are screenshoots with my signal fluctuations.
Solved! Go to Solution.
Be advised 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 indeed lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Yes I see. Some of the higher frequency downstream channels are weak / out of spec in the first screenshot. An intermittent cable signal "tilt" problem appears to be present. There may be a tilt compensator in the lines somewhere that is malfunctioning.
Thank you for you insight! Yes, the signal is very unstable and jumps all over the range, it could be 10 dBmV difference in matter of hours.
As stated, you may need a line maintenance tech to investigate. You can't request one. Only the premises techs can escalate. Good luck !
I had an another tech visit, it was the worst expirenmce ever....it was a contractor tech.....he simply said your modem is bad, he absolutly had no clue what I'm talking about....
I would like to request help from a Comcast employee at this time....please....I'm done with local techs who don't care at all.
Even the modem seems to have a good signal today, still dropping connection:
|Up||mario-net||2017-12-20 12:56:17||Successful Response||0 hrs, 44 mins|
|Down||mario-net||2017-12-20 12:54:36||No Response||0 hrs, 1 mins|
|Up||mario-net||2017-12-20 11:53:57||Successful Response||1 hrs, 0 mins|
|Down||mario-net||2017-12-20 11:51:16||No Response||0 hrs, 2 mins|
|Up||mario-net||2017-12-20 11:44:57||Successful Response||0 hrs, 6 mins|
|Down||mario-net||2017-12-20 11:40:48||No Response||0 hrs, 4 mins|
Just moment ago I had pefect signal....no changed over 9dbmV
|Channel ID||Lock Status||Modulation||Frequency||Power||SNR/MER||Corrected||Uncorrectables|
|28||Locked||QAM256||669000000 Hz||-9.0 dBmV||36.4 dB||173||426|
|1||Locked||QAM256||489000000 Hz||-2.5 dBmV||40.3 dB||2945||6848|
|2||Locked||QAM256||495000000 Hz||-2.6 dBmV||40.4 dB||3215||6854|
|3||Locked||QAM256||507000000 Hz||-2.9 dBmV||40.3 dB||3295||7580|
|4||Locked||QAM256||513000000 Hz||-2.5 dBmV||40.2 dB||3420||7632|
|5||Locked||QAM256||519000000 Hz||-2.1 dBmV||40.7 dB||3558||7771|
|6||Locked||QAM256||525000000 Hz||-2.3 dBmV||40.4 dB||3525||7949|
|7||Locked||QAM256||531000000 Hz||-2.5 dBmV||40.0 dB||3757||8499|
|8||Locked||QAM256||537000000 Hz||-2.3 dBmV||40.3 dB||3896||8566|
|9||Locked||QAM256||543000000 Hz||-2.2 dBmV||40.1 dB||4009||8900|
|10||Locked||QAM256||549000000 Hz||-2.5 dBmV||40.1 dB||3889||9195|
|11||Locked||QAM256||555000000 Hz||-2.5 dBmV||39.8 dB||3992||8916|
|12||Locked||QAM256||561000000 Hz||-2.4 dBmV||40.0 dB||4127||9288|
|13||Locked||QAM256||579000000 Hz||-2.5 dBmV||39.6 dB||4607||10594|
|14||Locked||QAM256||585000000 Hz||-2.7 dBmV||39.6 dB||4728||10852|
|15||Locked||QAM256||591000000 Hz||-3.6 dBmV||39.1 dB||4700||11133|
|16||Locked||QAM256||597000000 Hz||-4.1 dBmV||38.9 dB||4841||11157|
|17||Locked||QAM256||603000000 Hz||-4.2 dBmV||38.9 dB||4719||11134|
|18||Locked||QAM256||609000000 Hz||-4.7 dBmV||38.7 dB||4539||11575|
|19||Locked||QAM256||615000000 Hz||-5.3 dBmV||38.4 dB||4727||11419|
|20||Locked||QAM256||621000000 Hz||-5.7 dBmV||38.1 dB||4334||11678|
|21||Locked||QAM256||627000000 Hz||-6.0 dBmV||38.0 dB||4930||12394|
|22||Locked||QAM256||633000000 Hz||-6.7 dBmV||37.6 dB||4632||11584|
|23||Locked||QAM256||639000000 Hz||-7.4 dBmV||37.4 dB||4746||11431|
|24||Locked||QAM256||645000000 Hz||-7.6 dBmV||37.4 dB||4521||11948|
|25||Locked||QAM256||651000000 Hz||-7.7 dBmV||37.4 dB||4668||12340|
|26||Locked||QAM256||657000000 Hz||-8.6 dBmV||36.7 dB||4481||11152|
|27||Locked||QAM256||663000000 Hz||-8.9 dBmV||36.6 dB||4555||11299|
...and back to normal...
|28||Locked||QAM256||669000000 Hz||0.9 dBmV||40.7 dB||0||0|
|1||Locked||QAM256||489000000 Hz||0.3 dBmV||41.1 dB||0||0|
|2||Locked||QAM256||495000000 Hz||0.3 dBmV||41.0 dB||0||0|
|3||Locked||QAM256||507000000 Hz||0.5 dBmV||41.2 dB||0||0|
|4||Locked||QAM256||513000000 Hz||1.0 dBmV||41.1 dB||0||0|
|5||Locked||QAM256||519000000 Hz||1.5 dBmV||41.4 dB||0||0|
|6||Locked||QAM256||525000000 Hz||1.7 dBmV||41.6 dB||0||0|
|7||Locked||QAM256||531000000 Hz||1.7 dBmV||41.5 dB||0||0|
|8||Locked||QAM256||537000000 Hz||2.0 dBmV||41.4 dB||0||0|
|9||Locked||QAM256||543000000 Hz||2.4 dBmV||41.7 dB||0||0|
|10||Locked||QAM256||549000000 Hz||2.5 dBmV||41.7 dB||0||0|
|11||Locked||QAM256||555000000 Hz||2.7 dBmV||41.5 dB||0||0|
|12||Locked||QAM256||561000000 Hz||3.0 dBmV||41.5 dB||0||0|
|13||Locked||QAM256||579000000 Hz||3.6 dBmV||41.6 dB||0||0|
|14||Locked||QAM256||585000000 Hz||3.6 dBmV||41.6 dB||0||0|
|15||Locked||QAM256||591000000 Hz||3.2 dBmV||41.3 dB||0||0|
|16||Locked||QAM256||597000000 Hz||2.9 dBmV||41.4 dB||0||0|
|17||Locked||QAM256||603000000 Hz||3.0 dBmV||41.4 dB||0||0|
|18||Locked||QAM256||609000000 Hz||2.8 dBmV||41.4 dB||0||0|
|19||Locked||QAM256||615000000 Hz||2.6 dBmV||41.3 dB||0||0|
|20||Locked||QAM256||621000000 Hz||2.4 dBmV||41.2 dB||0||0|
|21||Locked||QAM256||627000000 Hz||2.2 dBmV||41.2 dB||0||0|
|22||Locked||QAM256||633000000 Hz||1.9 dBmV||41.1 dB||0||0|
|23||Locked||QAM256||639000000 Hz||1.5 dBmV||41.0 dB||0||0|
|24||Locked||QAM256||645000000 Hz||1.5 dBmV||41.0 dB||0||0|
|25||Locked||QAM256||651000000 Hz||1.5 dBmV||41.1 dB||0||0|
|26||Locked||QAM256||657000000 Hz||0.8 dBmV||40.8 dB||0||0|
|27||Locked||QAM256||663000000 Hz||0.7 dBmV||40.8 dB||0||0|
After a few days of up and down, the situation got worst and more people around me started calling....the official outage was reported and....I was happy to see the awesome line technicians working on the line amp...they said that the another amp feeding my amp was faulty and the signals were all over the place, they were not surprised at all! Bottom line they fixed that, now the signal is stronger then before and stable, I have to even put -3db attenuator because I got +9db on some channels!
marnow wrote: After a few days of up and down, the situation got worst and more people around me started calling....the official outage was reported and....I was happy to see the awesome line technicians working on the line amp...they said that the another amp feeding my amp was faulty and the signals were all over the place, they were not surprised at all! Bottom line they fixed that, now the signal is stronger then before and stable, I have to even put -3db attenuator because I got +9db on some channels!
I am glad that we were able to get this taken care of for you, have a good day.