This is generally over a general level I Technician.. not that they don't know about all of this stuff, but they don't mess with the CMTS, etc..
You've said you have been talking to managers -- Are these local plant managers here? Or managers from calling the Charter Call center? Big difference there..
IE: The local plant manager should be able to get this handled,.. as he knows his own equipment and if in question knows what guy to call to check on your nodes equipment at the headend and in between.
If a "manager" from a call center they have little intimate knowledge with our specific Headend and area .. as they aren't here.
There has always been a big disconnect between Charter's phone support and the local techs, system techs, network admins/engineers, plant mangers and so on -- IE: They don't speak with one another (at least not that I know of).. They are two different entities and I've always internally complained at the disconnect between local techs and their fellow workers and charters technical phone support -- It seems an obvious gap that needs someway to contact and relay information between one another in real time. But,.. shrug...
Like I said, I would send a letter to Corporate:
ATTN: Eric L. Zinterhofer
ATTN: Thomas Rutledge
Charter Communications Inc.
12405 Powerscourt Dr
Saint Louis, MO 63131-3673
Obviously you can just Attention one person to avoid mixups Detailing the problem, and all the steps you have taken, how long it has been since service has worked properly,.. just be nice, yet detailed,.. Sending it to Corporate, with the Attention to the Chairman of the board, and the CEO isn't the "Wrong" thing to do. Will they personally see to your case.. no.. But one of their aids, or some high level management will eventually get the email and you will have some level of corporate contacting you regarding your problem.
Corporate knows how to get into contact with your local plant.. this isn't to get anyone in trouble, it's to close the disconnect I mentioned above between the call center and the local guys. It finally gets your issue to the right people who can do something about it, and coming from Corporate doesn't hurt anything.
This is why some signatures of your neighbors wouldn't hurt to represent more than just one customer.. but by yourself should still warrant some sort of response.
It's what I would do without any other ideas.
I used to know 2-3 people who worked in our Plant,.. but I've since lost contact with them, when I did I could send them an email and a problem would get taken care of VERY quickly that had been unresolved by using the phone call center and scheduled technicians for 6+ months. Suddenly a problem that had no solution for 6-12months would be fixed in a few days.
But those contacts are mostly gone.. unless any of them would like to PM me
Sometimes some local guys will contact you here in a PM.. or even if they don't they will see your issue, know your area,.. and look into it themselves or pass it on locally to someone who can.
I know Charter, for some reason, frowned on employees publicly "helping" us out online here.. I have no idea why, it seems like the right thing to do.. but it is what it is.
Later tonight after everyone in the house is in bed, I'll plug my laptop into the modem and see if I can check the SNR levels and post a screenshot. In the past, when I could reach that address, I have always had really good SNR levels across all channels.
That modem does have issues once it is provisioned by Charter in accessing the signals.. I would take the thing to the local office there in Vestavia/hoover and swap it out for a Cisco .. like I did .. They gave me a Cisco DPC-3008 -- nice 8 channel modem. I hate modems that for whatever reason you can't see the basic signal level power readings and SNR's..
Here is a link to a thread talking about that modem and it's issues with Charter:
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Accessing Arris TM822 modemI would try to unplug the power to the modem,.. unscrew the coax.. and then power it up and hold the reset button in for 30 seconds (if it has one).. Keep the coax out of the modem.. Then plug the ethernet into a laptop (or any computer).. then as it's trying to synch (obviously not going to without the Coax in it) browse to 192.168.100.1 with the computer.. It may let you in.. then once on that page hook in the coax and refresh that page while it's synching , unless it refreshes on it's own. You may get a peak that way.
All of that said,.. I don't believe you have any signal issues based on what you are saying.. especially if you aren't alone with this and it's occurring at the same time every day.
I do have a Ubuntu machine on my network that I have running a script to do a speedtest every 15 minutes. I have a months worth of speedtest data showing what times the speeds get really bad. I've showed this information to the countless line technicians who have come to my house, and it has largely gone ignored. The data that I have doesn't show an intermittent problem. It shows a very predictable consistent problem every single day at almost exactly the same times every day.
Yup -- This goes back to either techs who don't care, or just don't know what to do. If it's an issue they know can't be resolved .. they used to generally just not say anything and be puzzled.. Some techs (everyone is different) may say .. look man it's X and Y and until that gets fixed this is going to happen.. but you can understand why they wouldn't tell you their company is sort of screwing your neighborhood over lol.. it is their job.
Lastly.. sorry this is so long -- but It's been a while.. but years ago I had luck going to the Headend and being courteous with the employees eventually getting to talk with the Plant manager and while he didn't have much time to talk to me.. just a few minutes managed to get my issue resolved rather quickly.
Obviously this is REALLY going out of your way .. just mentioning all possible solutions I have personally used with some success in the last 10+ years. Note: I have not used any of these since 2005 or so,.. so it's been a while, and I don't if everything is basically the same as it was or is a bit different.
Good luck with it all!