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Andrew

@68.115.178.x

[VA] Channels Drop after Lightning Strike in the Area

We had a very close lightning strike here near Mercury Blvd and Big Bethel Rd in Hampton, VA roughly a month ago. Ever since, I've had less than reliable cablemodem connections.

I did suffer a little damage from the strike. It wiped out my Netgear WNDR3700 (with DD-WRT) and the ethernet jack on an old Inspiron 1520 laptop I had nearby. I replaced the router with a Linksys EA6500v1 (with DD-WRT). The cablemodem, a DPC3010, seemed to be just fine, but I then I noticed I started losing connection randomly. I'd check 192.168.100.1 periodically and see all 8 channels down until I rebooted the modem. Then they'd come back up...

So...

I assumed the DPC3010 was damaged as well. So I got a new Netgear CG3000D gateway and got it set up. Same thing. I'd get normal 50-60mbps service after the reboot and see 8 channels active. Then I'd check after a few hours and see 4 with 4 "Unknown". Then I was getting reduced performance a couple days later and saw it was only getting 1 channel with the other 7 "Unknown". Another reboot temporarily solved the issue.

Currently it shows 4 Locked DOCSIS channels and 4 Unlocked Unknown channels but able to get my full bandwidth. I haven't seen an outage since then, but I also haven't been home as much lately.

Can Cox HSI shed any light here? Maybe I'm misunderstanding how this works?

lilstone87

join:2009-04-09
Portsmouth, VA
kudos:3
Have you had a tech visit since this happen? Also what are the signal levels like on the modem?


Andrew

@68.115.178.x
I haven't mostly because I can't dedicate a full 4 hour window and my house is getting worked on so there's a lot of clutter...

Sorry for the formatting.

Downstream Bonded Channels
Lock Status Modulation Channel ID Symbol rate Frequency Power SNR DOCSIS/EuroDOCSIS locked
Locked QAM256 28 5360 Ksym/sec 561000000 Hz -10.0 dBmV 38.9 dB DOCSIS
Locked QAM256 27 5360 Ksym/sec 555000000 Hz -10.6 dBmV 39.0 dB DOCSIS
Locked QAM256 26 5360 Ksym/sec 549000000 Hz -10.8 dBmV 39.4 dB DOCSIS
Locked QAM256 25 5360 Ksym/sec 543000000 Hz -11.9 dBmV 38.7 dB DOCSIS
Unlocked Unknown 0 0 sym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 sym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 sym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 sym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Upstream Bonded Channels
Lock Status Modulation Channel ID Symbol rate Frequency Power
Locked ATDMA 3 5120 Ksym/sec 28202000 Hz 47.3 dBmV
Locked TDMA and ATDMA 1 2560 Ksym/sec 20202000 Hz 44.5 dBmV
Locked TDMA and ATDMA 2 2560 Ksym/sec 23402000 Hz 45.5 dBmV
Locked ATDMA 4 5120 Ksym/sec 35102000 Hz 47.5 dBmV

lilstone87

join:2009-04-09
Portsmouth, VA
kudos:3
Well only your downstream power levels look on the edge, you could pm CoxTech1 See Profile with your modems mac and he can look over things from cox's end.

Andrew

join:2014-07-25
Hampton, VA
reply to Andrew
I have to wait 8 hours until these forums will let me. I just set up my account.

lilstone87

join:2009-04-09
Portsmouth, VA
kudos:3
You use twitter? You can tweet them at @coxhelp.

Andrew

join:2014-07-25
Hampton, VA
Just tweeted them. Took a while to remember my Twitter login. Thanks for the help btw

Andrew

join:2014-07-25
Hampton, VA
No response yet, but I have to go. I'll check later. Just for clarification, I have their Premier package which I thought used 8 downstream channels. It's showing 4 running right now. Is that the norm? I mean it's occurred to me that I might not know what the heck I'm talking about. lol

Andrew

join:2014-07-25
Hampton, VA
Yep. Still no response from Cox. Guess I have to wait that 8 hours after all.

Andrew

join:2014-07-25
Hampton, VA
Just heard from them. They want to schedule an appointment... Ugh

lilstone87

join:2009-04-09
Portsmouth, VA
kudos:3
did you ask them to look at the modem from there end first? But as mention by them, most likely a tech visit will be needed. But if you want to hold off, you can always PM coxtech1 on here first, but I can't tell you what days he's on here, and what not.

The lightning strike could of damaged your lines somewhere, and/or any splitters being used. I feel your pain though, as just few months back. Lightning hit a tree across the street from us, less then 100 feet. It fried directv box, two tv's, pc, and gaming console. So I know having your stuff damaged is bad enough.