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Frequent disconnects for the last 6 months

kraj12
Frequent Visitor

Frequent disconnects for the last 6 months

Hello, for the last 6 months or more our internet has been going out on all of our devices. I looked into our modem page and I saw a lot of frequent T3 timeouts and whenever these timeouts occur we lose connection for 10 minutes and this happen every thirty or so minutes. We need internet on a daily basis for school work and other needs and this happening so commonly is annoying. We have tried everything from power cycling the modem to replacing cables and resetting the modem and router. There seems to be no fix from where we stand right now. Our up stream channels have been also disappearing on our modem page while download is all fine including power level and snr.
EG
Expert

Re: Frequent disconnects for the last 6 months

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.




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kraj12
Frequent Visitor

Re: Frequent disconnects for the last 6 months

Downstream

DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 34 453.00 MHz -0.77 dBmV 36.17 dB 256QAM 29121832 56 67
Downstream 2 35 459.00 MHz -0.42 dBmV 37.09 dB 256QAM 31977565 59 62
Downstream 3 36 465.00 MHz -0.55 dBmV 36.84 dB 256QAM 31605513 43 62
Downstream 4 37 471.00 MHz -0.07 dBmV 37.09 dB 256QAM 31718477 55 65
Reset FEC Counters
Upstream

UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 85 35.80 MHz 46.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 88 16.60 MHz 47.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 87 23.00 MHz 46.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 86 29.40 MHz 51.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
EG
Expert

Re: Frequent disconnects for the last 6 months

The upstream power is on the high side (especially on channel number 4) and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

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.



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kraj12
Frequent Visitor

Re: Frequent disconnects for the last 6 months

We have no splitter but we do have two cables connected together which lead to the wall and out to the tower. We also have a surge protector from belkin that has other things such as our tv and router plugged into it. Could this be what’s causing the high power level?
EG
Expert

Re: Frequent disconnects for the last 6 months

If the surge protector has the coax cable for the modem going through it, then remove it. If it's just the A.C power plug you can leave it plugged into it.



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kraj12
Frequent Visitor

Re: Frequent disconnects for the last 6 months

The cable modem has its coax cable going separately and not into the surge protector. As I’m writing this however the power levels for all channels on my upstream channel are around the 45 mark. Why do the power levels fluctuate so much when my internet goes out?
EG
Expert

Re: Frequent disconnects for the last 6 months

It's likely an intermittent physical connection impairment in the line(s) / hardware somewhere. It would likely be best to get a tech out to investigate / correct the problem. Good luck with it !



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kraj12
Frequent Visitor

Re: Frequent disconnects for the last 6 months

Ok thank you for your time and help
EG
Expert

Re: Frequent disconnects for the last 6 months

Quite welcome !



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