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curiousfunk
join:2014-06-07

curiousfunk

Member

[Internet] SE WI TWC + Zoom 5341J ... intermittant connectivity problems

I own our Zoom 5341J. It's running TWC approved firmware# 5.5.4.9J. We've had TWC basic internet since about Dec 2012. Until a few weeks ago, all was well. For the past 3 weeks, our connection drops maybe 4-5 days per week. Power cycling the modem fixes the problem.

Modem -> Netgear WNDR3700 -> LAN / WAN

TWC dispatched a tech on Monday June 2. He installed an inline attenuator to tame a high powered channel. My power levels look this this right now:

Downstream Bonded Channels
Ch   Lock Status   Modulation   Ch ID   Frequency      Power      SNR         Correctables   Uncorrectables
1    Locked        QAM256       5       711000000 Hz   -0.7 dBmV  38.2 dBmV   0              0
2    Locked        QAM256       1       687000000 Hz   -0.9 dBmV  38.5 dBmV   0              0
3    Locked        QAM256       2       693000000 Hz   -0.4 dBmV  38.6 dBmV   0              0
4    Locked        QAM256       3       699000000 Hz   -0.5 dBmV  38.6 dBmV   0              0
5    Locked        QAM256       4       705000000 Hz   -0.7 dBmV  38.9 dBmV   0              0
6    Not Locked    Unknown      0       0 Hz            0.0 dBmV   0.0 dBmV   0              0
7    Not Locked    Unknown      0       0 Hz            0.0 dBmV   0.0 dBmV   0              0
8    Not Locked    Unknown      0       0 Hz            0.0 dBmV   0.0 dBmV   0              0
 
Upstream Bonded Channels
Ch   Lock Status   US Ch Type   Ch ID   Symbol Rate   Frequency   Power
1    Locked        ATDMA        51      5120 Ksym/sec 30600000 Hz 42.8 dBmV
2    Locked        TDMA         49      2560 Ksym/sec 19400000 Hz 41.8 dBmV
3    Locked        ATDMA        50      5120 Ksym/sec 24200000 Hz 42.0 dBmV
4    Locked        TDMA         52      2560 Ksym/sec 37000000 Hz 44.3 dBmV
 

We never lost connectivity while the tech was here. But we have again lost it thrice since Monday. It happens either during the middle of the night, or while we're at work - we wake up to a dead connection.

I chatted and called TWC tech support today. Pings and tracerouts, power levels, etc. All test & look fine. Everything works great - until it doesn't.

The last TWC tech I spoke with suggested that it may be a hardware problem with my modem. And that I should contact Zoom because TWC is not qualified to manage customer-owned modem. I do not know how to test the modem's hardware. I registered my modem on Zoom's site and opened a trouble ticket. I'm within the 2-year warranty, but if I have to ship them my modem for evaluation, I'll need a loaner. So I am thinking of buying a different modem anyway.

Does it sound like a hardware issue?

I'm open to all suggestions.
tony967
join:2013-02-02
Louisville, KY

tony967

Member

My modem did that a few years ago. I got a modem from Best Buy to test it out. It fixed my reboot problems. If it does not fix it, just return it during the refund window.

Louie
@108.27.63.x

Louie to curiousfunk

Anon

to curiousfunk
Zoom modem is crap that's why twc nor comcast installs these. There on approved modem list only cause it's retail model. They don't buy this crap but let consumers like u buy it the regret it. Stick with Motorola or arris. Netgear also sucks.

ArgMeMatey
join:2001-08-09
Milwaukee, WI

ArgMeMatey to curiousfunk

Member

to curiousfunk
Have you tried a "preventive reboot?" In other words, rebooting the modem right before you go to sleep or go to work?

I use an old Cisco DPC2100r2 and I keep a spare on hand as well. Something like $50 invested. But, I am not even sure if they would now activate a replacement DPC2100r2 since it has been removed from the approved modem list.

If you buy another, try the SB6141. Otherwise I believe Time Warner will lease you a modem for a month. That would probably give you time to send in the Zoom for service if necessary. Also there is a local HDTV forum, not very active, but somebody there might be able to tell you if there are issues with the 5341 or whatever else in this market.

OpTiC
Premium Member
join:2014-03-08
West Covina, CA

OpTiC

Premium Member

You can buy the sb 6141 customer owned from bestbuy
curiousfunk
join:2014-06-07

curiousfunk

Member

Thanks to everyone who replied.
said by Louie :

Zoom modem is crap that's why twc nor comcast installs these. There on approved modem list only cause it's retail model. They don't buy this crap but let consumers like u buy it the regret it. Stick with Motorola or arris. Netgear also sucks.

There are many threads in these forums praising the Zoom 5341J and finding fault with Moto modems. If it were total crap, I would not expect to see 4.5 stars on Amazon given 470+ reviews. All hardware can die. Mine may have crapped out, but I do not believe the Zoom 5341J is 'crap' any more than all mfg's modems can crap out. If you have more information about the Zoom 5341J's track record, please post.
said by ArgMeMatey:

Have you tried a "preventive reboot?" In other words, rebooting the modem right before you go to sleep or go to work?

I have not tried a preventive reboot. What would I learn from that?
said by tony967 :

My modem did that a few years ago. I got a modem from Best Buy to test it out. It fixed my reboot problems. If it does not fix it, just return it during the refund window.

That's a great idea.