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LA2019
join:2011-04-25
North Royalton, OH

LA2019

Member

Internet and cable modem help

I've been having internet problems for the last several months. Internet will just drop out for hours or even days. I've had WOW tech out several times but the problem persists. Just recently lost internet last Wednesday; tech same out Saturday and did "something"; internet worked Saturday & Sunday; Monday morning no internet. Called WOW who said they could not "see" my modem (which is always the same problem). Rebooted my modem several times today and it finally came back on couple hours ago.

This is a very frustrating situation and it seems to me that WOW does seems to know what is going on with my problem.

My modem is a Netgear CMD31T which I bought about five months ago. I previously leased a modem from WOW but was having the exact same problem.

I figured out how to get into my modem and took a screen shot and made some documents of the information inside of the modem. I was wondering if someone could decipher the info and let me know if there is a problem in my modem or if the problem is on WOW's end?

Any help would be greatly appreciated!
Fokker
join:2002-06-03
Grand Rapids, MI

Fokker

Member

What are your signal levels?

Samir
join:2010-02-06
Madison, AL

Samir to LA2019

Member

to LA2019
I'd have them bring their own modem and get it working. More than likely they will fix the problem, and then you can switch to your modem again and give theirs back. Cost? Maybe $5 for the month of modem rental they charge you. And I bet you can argue to get that back.

Tock
It's just me
join:2014-02-19
Glendale Heights, IL

Tock to Fokker

Member

to Fokker
I remember having same though about the signal levels. Customer service have the ability to check it out. I got a idea how about if we all report our signal levels and make a database and heck who knows they may run into this forum and think it's okay...

Here is mine with out any charge and a sake of good and no paper work is needed

RF Parameters

Downstream

DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 4 627.00 MHz 6.81 dBmV 37.36 dB 256QAM 7693949540 892 0
Downstream 2 1 609.00 MHz 6.26 dBmV 36.84 dB 256QAM 7543736571 45 0
Downstream 3 2 615.00 MHz 6.36 dBmV 37.09 dB 256QAM 7784973905 191 0
Downstream 4 3 621.00 MHz 6.32 dBmV 36.39 dB 256QAM 8141163333 537 0
Downstream 5 5 603.00 MHz 5.77 dBmV 37.09 dB 256QAM 7926822083 10 0
Downstream 6 6 597.00 MHz 6.37 dBmV 37.09 dB 256QAM 7843992003 20 0
Downstream 7 7 591.00 MHz 6.54 dBmV 37.09 dB 256QAM 6885616385 15 0
Downstream 8 8 585.00 MHz 6.34 dBmV 37.09 dB 256QAM 7744459419 1 0

Reset FEC Counters

Upstream

UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 12 25.30 MHz 42.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 32QAM
Upstream 3 10 36.50 MHz 44.00 dBmV DOCSIS1.x (TDMA) 2560 kSym/s 16QAM
Upstream 4 11 31.70 MHz 43.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 32QAM

bdnhsv
join:2012-01-20
Huntsville, AL

bdnhsv to Samir

Member

to Samir
cost = $5 or $10 dollars for modem rental plus whatever your time is worth to mess with them plus whatever your losses are for your internet service not working. It's an interesting idea if you can afford it and are willing to absorb the costs.

Samir
join:2010-02-06
Madison, AL

Samir

Member

I think that beats just paying them and not getting proper service. Sometimes you have to lead the horse to water...and then drop and anvil on its head.

bdnhsv
join:2012-01-20
Huntsville, AL

bdnhsv

Member

I agree that you should get the service you pay for. As long as your method is getting you the results you desire then good for you. I tend to take a different approach that works better for me.

Just_Dan
Premium Member
join:2011-03-24
Denver, CO

Just_Dan to LA2019

Premium Member

to LA2019
said by LA2019:

Any help would be greatly appreciated!

I took a look at the RF levels on your modem, and there's definitely an issue there. The actual power levels upstream and downstream are fine, but the corrected and uncorrected packets on the downstream channels are very high. The uncorrected packets on your downstream channels are as high as 8%, which would point to a signal issues somewhere in or around your home. It might be at the drop coming into the house or on the line leading to the modem, I'm not able to determine that from here, but the statistics on your modem show a significant downstream issue. Unfortunately this is something you will need a technician on site to diagnose, as they will need to go through every cable, connector and splitter to try and figure out where exactly the issue is.