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Frequent Connection Problems

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New Poster

Frequent Connection Problems

My connection will frequently, but not routinely, either slow to a crawl or disconnected. Sometimes the modem resets itself, sometimes the modem seems to remain connected but will not give internet access until I reset it. I have gathered that checking my signal levels is pertinent in this situation, and include the results below:

 

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel   Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK  
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed  

 

 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 5 477.00 MHz -14.10 dBmV 34.93 dB 7381 204419
2 Locked 256QAM 6 483.00 MHz -12.60 dBmV 33.96 dB 6498 1067
3 Locked 256QAM 7 489.00 MHz -15.40 dBmV 34.35 dB 15 0
4 Locked 256QAM 8 495.00 MHz -12.90 dBmV 31.69 dB 63 0
5 Not Locked ---- 9 507.00 MHz ---- ---- ---- ----
6 Not Locked ---- 10 513.00 MHz ---- ---- ---- ----
7 Not Locked ---- 11 519.00 MHz ---- ---- ---- ----
8 Not Locked ---- 12 525.00 MHz ---- ---- ---- ----
9 Not Locked ---- 13 531.00 MHz ---- ---- ---- ----
10 Not Locked ---- 14 537.00 MHz ---- ---- ---- ----
11 Not Locked ---- 15 543.00 MHz ---- ---- ---- ----
12 Locked 256QAM 16 549.00 MHz -14.70 dBmV 31.27 dB 24413954 18889367
13 Locked 256QAM 17 555.00 MHz -11.80 dBmV 36.61 dB 0 0
14 Not Locked ---- 18 561.00 MHz ---- ---- ---- ----
15 Not Locked ---- 19 567.00 MHz ---- ---- ---- ----
16 Not Locked ---- 20 573.00 MHz ---- ---- ---- ----
17 Not Locked ---- 21 579.00 MHz ---- ---- ---- ----
18 Not Locked ---- 22 585.00 MHz ---- ---- ---- ----
19 Not Locked ---- 23 591.00 MHz ---- ---- ---- ----
20 Not Locked ---- 24 597.00 MHz ---- ---- ---- ----
21 Not Locked ---- 25 603.00 MHz ---- ---- ---- ----
22 Not Locked ---- 26 609.00 MHz ---- ---- ---- ----
23 Not Locked ---- 27 615.00 MHz ---- ---- ---- ----
24 Not Locked ---- 28 621.00 MHz ---- ---- ---- ----
25 Not Locked ---- 29 627.00 MHz ---- ---- ---- ----
26 Not Locked ---- 30 633.00 MHz ---- ---- ---- ----
27 Not Locked ---- 31 639.00 MHz ---- ---- ---- ----
28 Not Locked ---- 32 645.00 MHz ---- ---- ---- ----
29 Not Locked ---- 33 651.00 MHz ---- ---- ---- ----
30 Not Locked ---- 34 657.00 MHz ---- ---- ---- ----
31 Locked 256QAM 35 663.00 MHz -22.10 dBmV 29.10 dB 292358 11
32 Not Locked ---- 36 669.00 MHz ---- ---- ---- ----

 

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 6 5120 kSym/s 29.40 MHz 49.00 dBmV
2 Locked ATDMA 8 5120 kSym/s 16.60 MHz 48.25 dBmV
3 Locked ATDMA 7 5120 kSym/s 23.00 MHz 50.00 dBmV
4 Locked ATDMA 5 5120 kSym/s 35.80 MHz 46.75 dBmV



 

Current System Time: Mon Dec 23 20:38:06 2019

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Diamond Problem Solver

Re: Frequent Connection Problems

It’s no wonder that you have internet problems, the only downstream channels that are locking in are out of spec(not really close at all to being in spec). It’s safe to assume the others that aren’t locking in are even worse. Have you had a tech out to troubleshoot your signal? With SNR as bad as it is, it should probably be your first step

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New Poster

Re: Frequent Connection Problems

I have scheduled a techinician, thank you for clarifying that the results suggested it was prudent.

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Expert

Re: Frequent Connection Problems

Here's stuff that you can try before you have a tech out who may charge you for the visit;

 

In a self troubleshooting 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 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

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 !



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