W.O.W. → My Connection keeps dropping... *sigh*

I always blame squirrels.

So your modem is periodically rebooting itself, correct?

Perhaps? None of the lights change when it does this though.

I'm seeing a ton of 100% packet loss in my pingplotter graphs too here in Columbus. NOt quite as bad as you are seeing, but about every minute or so I'm getting solid red groupings. Will take a screenshot here after this next 5 minute block.

You need to buy a battery.

I am in Clearwater, FL and I for the past two weeks or so I get huge packet lost around 6 to 7p. I only recently started logging it through PingPlotter so have a better track of it. I had a tech come out and they checked all the lines and everything was fine.... This is ridiculous. I wish I could get in contact with one of the WOW employees through here, but I'm not sure if I can (I just made my account here for this right now, and there seems to be a minimum requirement before I can send private messages).

Your d/s power is MUCH higher than I'd want to see it on D3.0; more rational providers range +-8dBmV which would make your connection marginal at best. I don't like it because it's close to out of spec; weather will take those 6.7+ right out. However, your SNR is fine and your uncorrectables are zero. Both good things.

Upstream, similar situation. Power is a little on the high side for what I'd want, but the limit there is 50 and your ATDMA is perfectly matched and your TDMA is only slightly higher. That tells me that while the level is slightly high, it is very clean.

In other words: the packet loss is not on the line or at your end. Or anywhere near it. Not unless there is an issue behind the Ethernet port. If it was in RF plant you would see uncorrectables accompanied by much higher correctables.

The issue is in WOW's network.

Okay, so today the connection wasn't acting up and this was bad because the tech was coming today between 8am to 11am. He came and saw no problems despite me showing the above info to him and if I were to still have any problems I need to give another call.

Now about an hour after he left the connection started acting up again. I just don't understand how showing the above information screams "no problem here" and trying to catch it in the act while a tech is running tests pretty much is near impossible.

I am honestly beginning to wonder why I even bother doing this. I took the modem in today and the place that's about 15 minutes away from where I live doesn't carry the same modem that I have so... in short nothing was exchanged.

Bet if I call in and ask for a modem replacement I'll have to wait X days so I think at this point I should just buy my own modem/router instead of using their rental ones. Thing is I'll have to give up the phone service which shouldn't much of a lost since all we get is spam calls 24/7.

my take its upstream impairment (noise) "T3"
Now you have to find a tech that understands it and most likely needs to be there durning trouble to actually chase it

So stop being a victim and change isp's. If you want to donate to a charity there are plenty of worthy causes such as the American Cancer society, St Judes, etc.

Even though you can buy a telephony modem WOW! requires you to rent their modem if you have all three services. Not sure how others handle it.

As for who to go with if you leave WOW! what choices do you have? Comcast, RCN? Someone else?

Comcast & AT-T are supposedly in my area that I can go with but I dunno if I want to go with them due to some reviews about them.
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Anyway tech came and took a look at things and I also showed him pingplotter info as well as other information and looks like it was enough to confirm that there was a problem all along. He also mentioned something about his equipment not loading for him when he was testing the signal outside so that could've helped out.

There's going to be someone checking out the lines this upcoming Monday and hopefully that should fix the issue. At least I hope so.

Your signals look good to me. I was having similar problems in the past, and it ended up being my download signal levels at my modem. I could only speculate that a drop in WOW's signal level coming to my house was the cause of the problem. I ended up solving the problem myself, by eliminating a splitter the WOW installer had used going to my modem and eliminating that splitter raised my signal levels back in spec. Previously they were on the very edge of the acceptable range.

Here's a reference for what you should be looking for in regards to the important signal levels.

Signal to Noise Ratio:>30dB (>35dB= good)
Power Level Down: -15 to +15 dBmV (0dBmV is ideal)
Power Level UP:40-50 dBmV, up to 55dBmV (55-58dBmV=Bad)

Your signal levels seem to be ok like I mentioned. The only suspect is in your download level, it's a bit higher than ideal. You could add a splitter prior to your modem connection and that will reduce that level. The signal levels that you captured, are those taken when you loss connection?

One website I found to be very useful was here:
»downdetector.com/status/wow

This will give you a good indication if the problem is really on your side or from WOW because, obviously if there are a lot of problem reports in your area then it's likely there are problems on WOW's side. Wow may be doing some upgrades in your area and this was what I found out as well was the case in my area. Now that the upgrades have been completed I have had rock solid internet and WOW even increased my speed at no additional cost after they were finished.

What did you end up doing? We ditched wow a while back when they didn't help fix the service--no need to throw money away.

Ditching WOW sounds like only half of a solution, unless you consider not having internet a solution. So who did you switch to? How much are you paying now? What speeds are you getting? Is the service any better? Is there anything you don't like about this new service?

After getting some help the problem was being ironed out. My connection was stable for a few days then I caught this in pingplotter.

We switched to Charter (which we have all our commercial accounts with). 60/4 pretty much rock solid. GOD YES!!! Same type of crappy service when something goes wrong, but generally fixes itself after about a week or so--couldn't say that about wow after the last problem with them.

Glad you got some help. Stay on top of them until it's perfect!

Having same problem keeps kicking me off Destiny and Eso on Xbox one every 10 min this is annoying it happen months ago it seems is high volume that they can't handle

Look back and see what you said almost a month ago. Time to act?

vdRz0Q9nk49v,
If you have a specific issue, you can PM WOW_Dan or I.

I dont see a backbone issue that would cause this at the moment. It may be destination specific though.
Do you see loss to one destination?? or to any destination?

Thanks
James

If it hasn't been solved by now and you don't want to pay for service you're not getting, you need to disconnect. Move to another provider and then come back. When they come to install from scratch again, be sure they get it right.

Your power down signal levels are at +6dBmV which seems kind of high to me, although within the operational range.

Is your Wow Cable Coax going through an Amplified splitter? With +6dBmV power downstream, I'm suspecting it is and that amplified splitter may be the source of your problem where the connection to your cable modem really should be un-amplified.