US Cable Support > Charter Internet/TV > [HSI] New service today, extremely slow

[HSI] New service today, extremely slow

Your downstream signal levels are off. Do you have any splitters leading up to your modem?

reply to eric1333
Only splitter in the line is one the tech put in that goes to a cable that I believe went into the living room, but haven't confirmed, only been in the house a day now and didn't really look at all the cabling since its all getting ripped out when I install my Dtv this weekend. Modem is on a short 5 ft run directly off that same splitter which was a new line

Best suggestion is to get a tech back out there to check the signal at the modem and at the demarc coming into your house. If it's poor there, then they can isolate if it's due to the drop to the house or a line issue.

Unless that unit is flaky, it's not receiving a strong signal.

reply to eric1333
A tech visit is setup for Saturday, they ran a new line from the pedestal which is in the corner of our back yard to the house which is about 40ft at max, i can say the tech never once put a meter on the line, even after the first modem he tried (a ubee) i think wouldn't even sync up. kinda disappoints me he didn't even check if the service was working properly before he left.

Be sure to check your first bill. I went through much the same situation with a second tech arriving about 3 hours after the first one left me with slow/no service. Charter billed me for a service call.

reply to DaSneaky1D

reply to eric1333

reply to eric1333

reply to eric1333
post in the charter direct forum. assuming the modem is reporting properly. two techs have left you with a service they should know won't work correctly. since the tech had a doc 3 modem on the truck i would guess your area is set up for it but you don't show any bonded channels. you have a signal issue the direct forum can talk to the proper people to fix it.

reply to eric1333
Your downstream level is fine, but your MER (SNR) should be at least a 33 and it is not. Unless your modem is reading it wrong (which is common among old Ambit modems, not sure about others) then you have a signal issue of some sort.

The tech should have seen this if it is a problem with signal and not just the modem

reply to krommulent
Both times it was the same tech that came out, today we have yet another coming out that we requested be a different tech since it seems obvious that the original tech doesn't seem to want to acknowledge the problem on the line.

reply to eric1333
tech just left, changed a few connectors where the insulator was slightly damaged from when the other connectors were put on, service is slightly better but all he could get was a 30.7 on the MER (SNR), looks like I'm gonna have to find my old amp back from when I comcast and see if that helps any, anything in particular I need to look at on the amps with today's faster cable internet speeds?

I'd think you'd have more than 1 downstream channel and they'd be bonded - have you asked Charter about that?

reply to eric1333
YOU DON'T NEED AN AMP! that will only make things worse.

reply to eric1333
Yes, One thing to make sure you look at with the amp. How well it looks in the trash. AMPs screw anything other than TV up, and most of the time unless used for a valid reason, even tv.

You have a issue with signal, and I would personally like to know more about the setup, such as, Drop type and length, tap value, all equipment on the drop (CPE) and how many splitters if any is used.

These are all things a service tech should know. Your area has a Docsis 3 headend and you should be bonded to multiple channels as well.

My guess is you need a new drop or tap maint. Please post this in charter direct forum as they can have a proper tech investigate and get you going.

reply to eric1333
As mentioned by others, the amp will not help. The crap is amplified with the good, and the crap will come out on top mathematically.
Did the tech go to the tap? Regardless of what is at the side of the house they are required to go to the tap. The situation more than likely is limited between the tap and your modem. I'm sure your neighbors off the same tap or one upstream/downstream from you are doing a lot better.
Definitely escalate to the Charter Direct Forum as it appears some people are dropping the ball.

reply to crepiduse


Setup is as follows, Tap is in neighbors back yard right on our fence lines (utilities are underground here), ours and one other line is connected to the tap which looked to have 5 total available hookups on it, initial tech ran a new line from tap to a new enclosure that he mounted on the house, line is an orange cable, looks like quad shield RG6 distance is only approx 30ft from there, in the enclosure they put a 2 way splitter, with one line going to living room for basic tv service (which i just hooked up today and quite a few of the channels are fuzzy) as well as another line about 5 ft in length going to the office for the modem.

I agree that there is some sort of tap issue that the techs are overlooking. I did post in the direct support forum and the rep there said that he contacted the local management to follow up to have a line maintenance order generated. I'm assuming thats for the main lines and taps and not my drop from the tap.

reply to krommulent