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CoolMan

join:2008-01-07
Tennessee
kudos:2
Reviews:
·Charter
·Suddenlink
reply to CoolMan

Re: [HSI] Cable Modem signal levels continue to drop

Click for full size
Ok here is the signal levels with it connected directly to the RG-11 in the enclosure, this bypasses ground block, barrel connector, and all inside coax wiring.




Killa200
Premium
join:2005-12-02
Southeast TN
Reviews:
·Charter
reply to CoolMan
4dB gain without the surge arrestor and barrel is a bit more than I was expecting, but it isn't the issue we are looking for. Looks like your still out of tolerance downstream signal and SNR. I'd get someone out there to check this at the tap at this point, as it isn't a possible house wiring issue anymore.


CoolMan

join:2008-01-07
Tennessee
kudos:2
Reviews:
·Charter
·Suddenlink
reply to CoolMan
said by Killa200:

4dB gain without the surge arrestor and barrel is a bit more than I was expecting, but it isn't the issue we are looking for. Looks like your still out of tolerance downstream signal and SNR. I'd get someone out there to check this at the tap at this point, as it isn't a possible house wiring issue anymore.

Good to know its not inside then, which I never really thought it was in the beginning. Have a technician scheduled for tomorrow, will post back to let everyone know what happens.

I also should definitely not be charged for the service call since its not inside even though they said they do charge. I think they said the are supposed to credit it back but I don't know if they do it automatically or if I have to call them after the service call.


GvilleDSL

join:2009-11-12
Greenville, SC
reply to CoolMan
I don't see how they can charge you for a truck roll. You have ruled out everything on your end.


CoolMan

join:2008-01-07
Tennessee
kudos:2
Reviews:
·Charter
·Suddenlink
reply to CoolMan
The packet loss is very bad, web pages are so slow sometimes you have to hit refresh 3 or 4 times to get it to load...

Ping results to www.google.com
Ping statistics for 74.125.130.106:
Packets: Sent = 140, Received = 123, Lost = 17 (12% loss),
Approximate round trip times in milli-seconds:
Minimum = 21ms, Maximum = 46ms, Average = 27ms


CoolMan

join:2008-01-07
Tennessee
kudos:2
Reviews:
·Charter
·Suddenlink

2 edits
reply to CoolMan
Click for full size
Click for full size
Signal levels after new drop
Problem resolved
Brand new drop from the tap was run and is scheduled to be buried underground in a few weeks. Previously it was about 1/3 run underground then the rest of the way aerial, technician said it would be better to have it all the way underground to the pole then up the pole into the tap especially since there is trees that just get in the way of the lines.

I didn't know either that where it came up from underground was coupled together then it went aerial to the tap. The problem was water was in the aerial line; probably from having those 2 lines coupled together let it in most likely. The compression connector on the aerial line before it was cut looked very old and the barrel didn't have the weatherproof boots either.

I have also attached the new signal levels. Since day one I have never had the signal levels that good.

Overall very happy with the job, took around 3 hours total, I just hope I do not have any problems getting the construction crew out to finish burying the coax underground.




GvilleDSL

join:2009-11-12
Greenville, SC
reply to CoolMan
Good to see you got it squared away. And indeed it was on Charter's end even if it was the line leading to your house...it's still their problem. My power levels are roughly -8dBmV to -11dBmV so im riding the fine edge but no problems so far.


CoolMan

join:2008-01-07
Tennessee
kudos:2
Reviews:
·Charter
·Suddenlink
reply to CoolMan
Click for full size
They did place a charge of $45 on the account but it appears it was credited back later that day after well before it would have appeared on the upcoming bill. It was only listed under Recent Activity since its between billing cycles. Anyway, Charter does indeed place the charge on the account but does credit it back since they determined it was there end, good to know though nonetheless.

Strange Data

join:2012-08-25
said by CoolMan:

They did place a charge of $45 on the account but it appears it was credited back later that day after well before it would have appeared on the upcoming bill. It was only listed under Recent Activity since its between billing cycles. Anyway, Charter does indeed place the charge on the account but does credit it back since they determined it was there end, good to know though nonetheless.

Usually the service call is automatically added to your account even before the truck rolls out of the parking lot. However, once the tech completes the work order, it's deducted if the tech reports that it is an outside issue not related to your equipment.