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Internet connectivity & TV quality issues

Init
Regular Visitor

Internet connectivity & TV quality issues

I have been having issues with my Internet losing connectivity and also pixelation on cable TV channels. My SB6183 shows lots of T3 Timeouts. I've had these issues on and off for months and most recently replaced the coax cables and splitter, but it hasn't improved. All connections are tight. What else could be going on?

 

https://drive.google.com/file/d/17sr_a7X_gR6OGtcuNyjJXy1sWWFpI8oy/view?usp=sharing 

 

https://drive.google.com/file/d/1weQdR6BPlTyZfTzKyxkGQ0Hb_D5YQLch/view?usp=sharing

 

Thank you for any help you can provide.

EG
Expert

Re: Internet connectivity & TV quality issues

The upstream power is on the high side and it may be intermittently fluctuating even higher out of spec The downstream power is on the low / weak side 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 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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Init
Regular Visitor

Re: Internet connectivity & TV quality issues

Sorry for not replying sooner. I thought maybe I resolved my issues by  tightening the connections on my 3 way splitter located on the exterior of my home becuase the dropping of  my Internet went down to like once every two weeks (tv picture still had pixelation though). But today the internet dropping has started again with 3 disconnects in just over 12 hours.

I'm using Extreme brand splitters, which are fairly new (purchased a little over a year ago), not sure how to tell if they are good/bad?  Isn't there anyway to have someone check the outside line before I start buying and replacing parts? Years ago I had similar issues and went out and bought a new modem, only to find out there was a problem at the pole. 

Also want to mention, the only way to get connectivity back is to unscrew the coax cable from the modem and reattach.....power cycling does nothing. I've already replaced all the coax cables a couple of months ago thinking that may have been the issue.
Here are screenshots of my log and status as of today:

https://drive.google.com/file/d/1hHaiAPgfhhF1g08p7Omu-p18LISR0J4Q/view?usp=drivesdk
https://drive.google.com/file/d/16IRfYeGITAZ4dy-gT5HDnXIa6FVg93wR/view?usp=drivesdk

EG
Expert

Re: Internet connectivity & TV quality issues

The signals are still marginal / poor. And the error log entries suggest that there are connectivity problems. If nothing applies, I suggest that you get a tech out to investigate as stated.

 

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.
Good luck !



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Xavier_Onassis
New Poster

Re: Internet connectivity & TV quality issues

I have Comcast for internet in Miami. It was installed with a modem/router rented from Comcast for $10 a month, which they jacked up to $15 a month. Every evening, the signal got weak and my Roku could not get a constant signal strong enough, It also dropped the signal regularly.After calling Comcast again and again, I bought an Arris Modem Router for $20 used in a yard sale and now the problem had vanished nearly completely.On occasion, when I turn on Roku there is no signal, but then I shut the modem off for 30seconds, unplug the Roku for 10-5 seconds, and the signal comes back. So DITCH THAT ROUTER and buy another Even new they cost less than eight months rent!

EG
Expert

Re: Internet connectivity & TV quality issues

When a line / signal / connection quality problem is present, it will still be there no matter what modem is used.



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Init
Regular Visitor

Re: Internet connectivity & TV quality issues

Just wanted to give an update in case anyone else faces similar issues.

 

After spending an hour on the phone with outsourced tech support and arguing with them that I don't need a new cable modem I finally got them to send out a tech.  The tech was very nice and he inspected my wiring outside and advised that there was squirrel damage and he would replace the cabling. He spent a few hours here with the bucket truck replacing what was needed. 

 

It's been a week and the event log for my cable modem has never looked so clean. Not a single T3 error, no connection drops, and my TV picture is crystal clear.

EG
Expert

Re: Internet connectivity & TV quality issues

Glad you got it taken care of. Good luck ! Now closing this topic.



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