Charter Spectrum → [HSI] Semi-rant, modem and call to support.

No hotspots are even Cell phones connected to the LAN.

As of this morning the Correctables and Uncorrectables are IDENTICAL to what I posted yesterday. Only change seems to be the POWER is down 0.9 dBmV basically on every DCID. Still getting the T3 timeouts and TOD requests.

If there identical to what you posted yesterday that means you’ve had ZERO uncorrectables. (Unless of course you rebooted your modem). They don’t reset unless you reset them.

Yes, and I guess all that points to is some intermittent problems on my service. Still no changes either and no logging of any 'errors' since yesterday, not T3 timeouts, nothing. Wonder if they did work on line or something on the backend? I was 'supposed' to be called if anything was done.

DocDrew, I am absolutely steamed....

First after my last post I call Spectrum.... yes, my records show 'something' was sent to Field Engineering. They have NO reports of any action taken. The agent sees the modem event logs and the reboot. Clearly sees the T3 timeouts and other things. So what is he going to do, get his supervisor to look at it. I'm on hold for 10 minutes, comes back on and says it is going to take a little longer. Calls are being made on how to handle this. 5 minutes later back on and what they are going to do is send out hopefully a field tech or at least a senior field tech to see what is happening first hand (like the last 4 didn't do that?). Also they are requesting and individual eMTA and non-Arris modem to be installed. I told him I've always been told they only have 2 Arris's on the truck, both eMTA's, and nothing else.... doesn't bode well but we'll see.

Well at 3:01 I notice on my PC that the network connectoid on the Systray has a ! in a yellow triangle and hovering the mouse over it it says no Internet connection. Turn around, the modem is finishing rebooting.

Looked at the Events and see this:

3/23/2018 16:57 4000960006 New time has been retrieved from ToD server.
3/23/2018 19:57 4000960006 New time has been retrieved from ToD server.
3/23/2018 21:00 16 MTA TFTP: Successful
3/23/2018 21:00 26 MTA PROV: Successful!
3/23/2018 21:00 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
3/23/2018 21:59 4000960006 New time has been retrieved from ToD server.
3/23/2018 23:59 4000960006 New time has been retrieved from ToD server.
3/24/2018 1:59 4000960006 New time has been retrieved from ToD server.
3/24/2018 2:59 4000960006 New time has been retrieved from ToD server.
3/24/2018 5:59 4000960006 New time has been retrieved from ToD server.
3/24/2018 6:59 4000960006 New time has been retrieved from ToD server.
3/24/2018 8:59 4000960006 New time has been retrieved from ToD server.
3/24/2018 9:59 4000960006 New time has been retrieved from ToD server.
3/24/2018 10:59 4000960006 New time has been retrieved from ToD server.
3/24/2018 11:58 4000960006 New time has been retrieved from ToD server.
3/24/2018 13:59 4000960006 New time has been retrieved from ToD server.
3/24/2018 15:02 16 MTA TFTP: Successful
3/24/2018 15:02 26 MTA PROV: Successful!
3/24/2018 15:02 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS

2nd reboot today...

So I looked at my router:

[DHCP IP: (192.168.1.40)] to MAC address 08:BD:43:A5:8C:AA, Saturday, Mar 24,2018 15:06:24
[DHCP IP: (192.168.1.40)] to MAC address 08:BD:43:A5:8C:AA, Saturday, Mar 24,2018 15:03:25
[Admin login] from source 192.168.1.30, Saturday, Mar 24,2018 15:02:33
[Time synchronized with NTP server] Saturday, Mar 24,2018 15:02:14
[Internet connected] IP address: 67.8.xx.xx, Saturday, Mar 24,2018 15:02:13
[Internet disconnected] Saturday, Mar 24,2018 15:02:09
[Internet connected] IP address: 192.168.100.20, Saturday, Mar 24,2018 15:01:53
[Internet connected] IP address: 192.168.100.20, Saturday, Mar 24,2018 15:01:43
[Internet connected] IP address: 192.168.100.20, Saturday, Mar 24,2018 15:01:33
[Internet connected] IP address: 192.168.100.20, Saturday, Mar 24,2018 15:01:14
[Internet connected] IP address: 192.168.100.20, Saturday, Mar 24,2018 15:01:03
[Internet connected] IP address: 192.168.100.20, Saturday, Mar 24,2018 15:00:53
[Internet disconnected] Saturday, Mar 24,2018 15:00:10

So now I'm beginning to think more problems were happening that I passed off as 'normal'. The top 2 lines are for my wife's machine. That's a wireless connection. Why 2 successive ones? Right after the reboot? Odd. My PC is 192.168.1.30, why didn't that show as getting an IP Address and as you can see from the 3rd line I had one?

Yesterday I had stuff like this:

[DHCP IP: (192.168.1.5)] to MAC address 84:89:AD:71:97:B2, Friday, Mar 23,2018 13:44:10
[DHCP IP: (192.168.1.4)] to MAC address AC:63:BE:8E:E3:E2, Friday, Mar 23,2018 13:39:36
[DHCP IP: (192.168.1.30)] to MAC address F8:B1:56:DD:6A:5B, Friday, Mar 23,2018 13:39:28
[DHCP IP: (192.168.1.40)] to MAC address 08:BD:43:A5:8C:AA, Friday, Mar 23,2018 13:38:33
[DHCP IP: (192.168.1.2)] to MAC address 10:AE:60:57:25:06, Friday, Mar 23,2018 12:42:01
[Time synchronized with NTP server] Friday, Mar 23,2018 12:27:31
[Internet connected] IP address: 67.8.xx.xx, Friday, Mar 23,2018 12:27:30
[Time synchronized with NTP server] Friday, Mar 23,2018 11:01:25
[Internet connected] IP address: 67.8.xx.xx, Friday, Mar 23,2018 11:01:25
[Admin login] from source 192.168.1.30, Friday, Mar 23,2018 11:00:13
[DHCP IP: (192.168.1.40)] to MAC address 08:BD:43:A5:8C:AA, Friday, Mar 23,2018 09:58:21
[DHCP IP: (192.168.1.30)] to MAC address F8:B1:56:DD:6A:5B, Friday, Mar 23,2018 09:50:45
[Time synchronized with NTP server] Friday, Mar 23,2018 09:34:47
[Internet connected] IP address: 67.8.xx.xx, Friday, Mar 23,2018 09:34:47
[DHCP IP: (192.168.1.40)] to MAC address 08:BD:43:A5:8C:AA, Friday, Mar 23,2018 09:03:45
[Time synchronized with NTP server] Friday, Mar 23,2018 08:08:48
[Internet connected] IP address: 67.8.xx.xx, Friday, Mar 23,2018 08:08:48
[DHCP IP: (192.168.1.30)] to MAC address F8:B1:56:DD:6A:5B, Friday, Mar 23,2018 08:06:09

The 192.168.1.2, 3, 4, and 5 are the only other devices active here, 2 iPad's, Amazon Echo, and a FireTV Stick. Why would the router report they got an IP Address? Was it dropped on the router due to IP WAN loss? For the PC's I know they are SET not to drop power even if the PC is sleeping?

It isn't my router either. I changed it out on 3/10/2018, so this is from my old Netgear R7000:

[Time synchronized with NTP server] Friday, Mar 02,2018 17:54:48
[Internet connected] IP address: 67.8.xx.xx, Friday, Mar 02,2018 17:54:48
[Time synchronized with NTP server] Friday, Mar 02,2018 16:28:29
[Internet connected] IP address: 67.8.xxx.xx, Friday, Mar 02,2018 16:28:28
[DHCP IP: (192.168.1.30)] to MAC address F8:B1:56:DD:6A:5B, Friday, Mar 02,2018 16:10:17
[DHCP IP: (192.168.1.5)] to MAC address 84:89:AD:71:97:B2, Friday, Mar 02,2018 15:58:44
[DHCP IP: (192.168.1.40)] to MAC address 08:BD:43:A5:8C:AA, Friday, Mar 02,2018 15:56:45
[DHCP IP: (192.168.1.2)] to MAC address 98:01:A7:05:5D:8C, Friday, Mar 02,2018 15:46:55
[DHCP IP: (192.168.1.3)] to MAC address AC:63:BE:8E:E3:E2, Friday, Mar 02,2018 15:30:27
[Time synchronized with NTP server] Friday, Mar 02,2018 15:02:09

Since I changed router my WAP IP address did change...

Opps, tech is here now.. we'll see what happens.

Tech come and gone...

Good news, before he came he did check the account and DID SEE the 3PM drop.

Replaced the 1602 with a 1672.... he did not have the 1682 as he used his last one before he got here. Appears to be just and older model.

Yes, this also appears to do the TOD every hour, sigh... along with the DHCP lease...

3/24/2018 16:53 68010600 6 DHCP Renew - lease parameters time server-65.32.33.82;tftp file-?BEtyWS2MCfTqhxIK0ON6@CtDjeie4VGulqfB4tYwDCt8FW9vbdet_ modified;CM-MAC=8c:09:f4:ea:87:12;CMTS-MAC=00:ca:e5:c8:6b:25;CM-QOS=1.1;CM-VER=3.0;

Of course when he changed the modem (and bridged it) all my e-mail SUB-ACCOUNTS were made inactive. Called in and was told it happens some time when modem's are replaced. However it took him quite a time restore the account, needed help to figure it out and then he was able to tell me how to do it... just made my day, NOT!!!

Tech did send e-mail to supervisor explaining what happened, what he saw, what he did, and what is needed. Somehow I don't think anything will change, and I hope I am wrong.

That most definitely should also be affecting everyone around you. That TIme of date thing is really odd as well

Well yes and no? If it is from the localized server, then yes, others should be hit as well.

If it isn't, if it is because of some configuration that is on a back end server. As I think about it, the tech before this one said he was a 'senior tech' and one suggestion he made was I should cancel my service and then have my wife get new one. That would regenerate the profile. He wasn't the first to mention a profile on a server either. The first one after they switched out the Ubee for the Arris looked at the problem and determined (somehow after calling someone) that the problem was that they didn't update the modem in my profile and he had it rebuilt and that should fix it (which it didn't or it wasn't really done?).

As for others, well, I did notice the last reboot because no Internet devices were in use. I do think I'm getting momentary pauses, a send/receive e-mail or browse delay, when that TOD happens (it is concurrent according to my router with a DHCP Renew). My old router, a Netgear R7000 had a bug in it that when a DHCP Renew request was done the present IP Address was dropped. I was having problems with that router and it would power down occasionally (6 years old so it needed to be replaced) so I got a Netgear R8000. I now wonder if it has the same 'bug'? Routers are similar, have the same interface and the R8000 is basically an R7000 with 2 5Ghz radios.

TOD is not normal. Spectrum tells me a 36 hour lease is normal... However this is what my router shows as the lease for the WAN IP address:

Lease Obtained 0 days,1 Hours,39 Minutes
Lease Expires 0 days,0 Hours,25 Minutes

Approximately every hour (1/2 time for the lease expiration which is normal) a DHCP Renew is done along with the TOD request. I've been told that too is under control of the server that has my profile. Gary told me that this is done on a server when they are going to be working on it or even replacing it. Quite possible this was never reset. Part of my complaints to Spectrum.

As for why no one else? Many are NOT technical in the least. I don't even know which ones they consider connected the same backend as me? How many do you think even look at the logs on the router, and many just have a modem. I live in a community of 100's of homes. My iPad shows very few SSID's, some very weak and I know which house they are. I only know of 3 houses where there are personal routers in, most get it from Spectrum. Some will 'accept' the slow downs as normal as well. Heck, many here are still running XP! Slow PC, slow browsing, and you can't tell a stall from slow loading in those cases.

What bothers me is Spectrum, both the phone agents, the dispatcher's, and even many of the techs that have visited all say something IS wrong. At best, they point to Field Engineering, and say they need to fix it. However all they can do is tell the Supervisor who has to engage that... and that I think is what is NOT happening. Frustrating.

Hmm, getting a new type of error now in the log:

3/25/2018 10:26 68010100 4 DHCP RENEW sent - No response for IPv4;CM-MAC=8c:09:f4:ea:87:12;CMTS-MAC=00:ca:e5:c8:6b:25;CM-QOS=1.1;CM-VER=3.0;
3/25/2018 10:26 68010600 6 DHCP Renew - lease parameters tftp file-?BEtyWS2MCfTqhxIK0ON6@CtDjes3o4DpJhoRXe4ztvirACB2AvO8P modified;CM-MAC=8c:09:f4:ea:87:12;CMTS-MAC=00:ca:e5:c8:6b:25;CM-QOS=1.1;CM-VER=3.0;

No response for the DHCP RENEW???

Ask the techs for their supervisors number. You should be talking to the local tech management at this point. Maybe go to the local office and get their numbers. Bring documentation.

The ToD isn't an issue. No need to get hung up on it.
The DHCP renewal time isn't an issue. Its odd that it's more often than usual but it's not causing any actual problems.

There's a slight chance it's a modem issue, but as long as you keep getting modems in the same family of Arris 16xx modems you may never know. Switching a TM1602 for a TG1672 or DG16whatever doesn't really help. Stop switching between the same family of modems. Get another brand.

The modem still looks like it's tripping up on signal problems, especially upstream signal problems. That's why you see things like "DHCP RENEW sent - No response for IPv4" and "No Ranging Response received - T3 time-out". It could be a bad drop, an electrical issue, or something else relatively local so few or no one else may be seeing it. ... or yes your neighbors may not be noticing it or think it's normal.

.

The frequent DHCP renewals may be a Florida Brighthouse thing. I'm on one of the Tampa FL barrier islands, and I note that Clermont FL is near Orlando FL.

My DHCP has been renewing every hour for over a week. My lease time is also around 100 minutes. I have a TG1682G.

The messages I receive are

4 DHCP RENEW WARNING - Field invalid in response v4 option
6 DHCP Renew - lease parameters time server

I do *not* see any drops or loss of service.

Some TV changes are scheduled to be effective on Monday March 26. Spectrum may be making internet changes as well.

It will be interesting to see if changes are visible on Monday.

.

See, that is the annoying part. Spectrum's phone people (agent's and suppervisor's) the last few times have told me they'd mark on the call that a non-Arris modem be used. Tech comes in and says they can't do that, they only carry Arris using, and usually 3 models, one modem/eMTA (TM1602AP2), one modem/router/eMTA (TMG1682 or TMG1672), and one basic modem only, also Arris. No eMTA only units...

One the phone it was suggested if I don't like an Arris, I should buy my own. OK, but what can I do for an eMTA? Leave the old modem/eMTA and don't use the Internet out. Will I still have to pay the modem fee, of course I was told I wouldn't have to anymore. Called back an hour later and asked about supplying my own modem and eMTA. Was told there are NO eMTA's that we would allow you to connect. You'll have to keep the old modem/eMTA to use the phone. OK, will my modem charge be dropped? No, as you still have it.

I wouldn't do ANYTHING without it written on paper and signed by someone in billing, that is how much I trust them.

I was also told when I get my modem I'd have to have a truck roll (free I was told) to set it up and split the line...

I did try getting a number, and like I said I even went to the office where the supervisor was. Front desk person took my data and went to the back. Said he'd look at it and come right out. 5 minutes later she comes out of the back and said he was no in the office... yeah right... like he'd talk to me if I had his phone number???

This is the Spectrum I'm dealing with, WHERE is Gary!!! He'd fix this immediately.

There is no such thing as a "eMTA only unit" without modem/data functions. The data side is just turned off when used with your own modem. Charter doesn't charge for rented modems or eMTAs when on Spectrum pricing. Just use their basic modem only unit and the separate eMTA you already have.

If you bring your own modem you just split the line and use the Charter eMTA for phone. Most ISPs do that. It's not the big problem you make it out to be.

All the people you're talking to locally worked for BHN and Gary couldn't fix local signal problems since he worked remotely.

I did have a Scientific Atlanta eMTA, hmm, maybe not, Google doesn't show one? That was when BHN gave me a SB6141 (6121, not sure) and it was split.

Ahh, but if you are on Legacy Brighthouse THEY DO still charge, albeit only $4/mo. Since I'm in an HOA they will NOT move me to Spectrum. I've got triple play but a good portion of my bill is paid by me in dues to the HOA which pays them that amount. Not only that, items we get free with the contract, cable box, guide, controller, and DTA's I'd now have to pay for or return. Overall, doing this will cost me more. Yes, I'd save the $4 modem fee though and some other things with the extra TV channels, but they've told me it would cost about $30/mo. more...

It is the inconsistent words I get from the phone agents. I know it isn't a big problem, just I'd like to be sure what I need to do and what it would cost me. I really don't think replacing the modem, either by Spectrum or me buying one would fix this problem.

Yes, Gary couldn't fix it, but he sure knew who to contact who could.

I'm surprised that the following option hasn't been suggested to yet, as it's more than likely your only remaining option for a satisfactory resolution to your ongoing problem(s).
»lifehacker.com/how-to-fi ··· 14876357

Wow, not prepared nor did I really keep records and names. I wouldn't expect that process to work immediately either? Something to consider though, thank you.

Significant change in the power and SNR is lower now, more correctables and uncorrectables too...

RF Parameters
Downstream
DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 24 723.00 MHz -2.30 dBmV 38.61 dB 256QAM 647275868 742 15331
Downstream 2 9 633.00 MHz -2.20 dBmV 38.98 dB 256QAM 587950287 964 8936
Downstream 3 10 639.00 MHz -1.80 dBmV 38.61 dB 256QAM 576180645 847 10628
Downstream 4 11 645.00 MHz -2.00 dBmV 38.98 dB 256QAM 574309887 1009 4829
Downstream 5 12 651.00 MHz -2.30 dBmV 38.98 dB 256QAM 581885231 838 17034
Downstream 6 13 657.00 MHz -2.80 dBmV 38.98 dB 256QAM 588102210 824 6593
Downstream 7 14 663.00 MHz -3.00 dBmV 38.98 dB 256QAM 578834545 937 7155
Downstream 8 15 669.00 MHz -3.50 dBmV 40.37 dB 256QAM 575057683 906 5809
Downstream 9 16 675.00 MHz -3.70 dBmV 38.61 dB 256QAM 579252576 693 17303
Downstream 10 17 681.00 MHz -3.70 dBmV 38.98 dB 256QAM 610486850 805 21020
Downstream 11 18 687.00 MHz -3.60 dBmV 38.61 dB 256QAM 604795410 717 12317
Downstream 12 19 693.00 MHz -3.70 dBmV 38.61 dB 256QAM 595281904 883 11319
Downstream 13 20 699.00 MHz -3.40 dBmV 38.98 dB 256QAM 616149765 907 11945
Downstream 14 21 705.00 MHz -3.00 dBmV 38.98 dB 256QAM 598485688 831 12466
Downstream 15 22 711.00 MHz -2.90 dBmV 38.98 dB 256QAM 595100985 1138 15278
Downstream 16 23 717.00 MHz -2.60 dBmV 38.98 dB 256QAM 595183666 863 19343

Still well within spec.

It's just the time server. It's IP is specified in the config file sent to the modem. The config files are dynamically generated (that's why you have ";tftp file-?BEtyWS2MCfTqhxIK0ON6@CtDjerxqUIbEBZLI7j15bNviBqBtpO9v" in the logs with the long nonsense name changing) every time they're requested so the config file server could just be cycling through a list IPs for ToD server. You actually have 4 different IPs listed, check back to logs in February :
65.32.33.73
65.32.33.82
72.31.243.104
72.31.243.95

Not a problem unless the IP given doesn't respond with the time.

The log doesn't list every time it has an entry, it's rate limited and can't capture everything. It also overwrites older log entries with newer log entries.

It's probably still be worked on. Finding signal problems, especially upstream noise related takes time. Often days, since it's frequently intermittent and can be temporarily quashed by the work done to find and fix it.

Thanks...

More log oddities, back to the server again:

3/26/2018 12:26 68010600 6 DHCP Renew - lease parameters time server-65.32.33.73;tftp file-?BEtyWS2MCfTqhxIK0ON6@CtDjev+wHMyW5nrC_dkwBrOeU1FKNH3+ modified;CM-MAC=8c:09:f4:ea:87:12;CMTS-MAC=00:ca:e5:c8:6b:25;CM-QOS=1.1;CM-VER=3.0;

Log also shows this, never saw it before:

3/26/2018 11:46 65508 SIP Message Unexpected - line 1 BYE request is rejected
3/26/2018 12:26 4000960006 New time has been retrieved from ToD server.
3/26/2018 13:26 4000960006 New time has been retrieved from ToD server.

The 12:26 TOD was logged, but not the 13:26... I'm sure logging isn't a strong suit with Arris, seems it is missing some?

Voltages are fluctuating as well:

Downstream
DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 24 723.00 MHz 4.20 dBmV 40.37 dB 256QAM 663548381 1142 22149
Downstream 2 9 633.00 MHz 4.10 dBmV 40.37 dB 256QAM 601465774 1448 17059
Downstream 3 10 639.00 MHz 4.50 dBmV 40.95 dB 256QAM 589272226 1443 14590
Downstream 4 11 645.00 MHz 4.30 dBmV 40.95 dB 256QAM 587197865 1417 12787
Downstream 5 12 651.00 MHz 3.90 dBmV 40.95 dB 256QAM 595068422 1415 19797
Downstream 6 13 657.00 MHz 3.40 dBmV 40.37 dB 256QAM 601514510 1422 9734
Downstream 7 14 663.00 MHz 3.20 dBmV 40.37 dB 256QAM 591847543 1407 16348
Downstream 8 15 669.00 MHz 2.70 dBmV 40.37 dB 256QAM 588091828 1384 8943
Downstream 9 16 675.00 MHz 2.60 dBmV 40.37 dB 256QAM 592287768 1072 20010
Downstream 10 17 681.00 MHz 2.70 dBmV 40.37 dB 256QAM 623461768 1027 22720
Downstream 11 18 687.00 MHz 2.80 dBmV 40.95 dB 256QAM 617541887 1104 21150
Downstream 12 19 693.00 MHz 2.70 dBmV 38.98 dB 256QAM 607907647 1297 20126
Downstream 13 20 699.00 MHz 3.10 dBmV 40.37 dB 256QAM 629355347 1083 13792
Downstream 14 21 705.00 MHz 3.60 dBmV 40.37 dB 256QAM 611490067 1338 20619
Downstream 15 22 711.00 MHz 3.70 dBmV 40.95 dB 256QAM 607812730 1294 16955
Downstream 16 23 717.00 MHz 4.00 dBmV 40.37 dB 256QAM 607751118 1039 20989
Reset FEC Counters
Upstream
UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 1 17.40 MHz 44.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 4 36.60 MHz 44.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 3 30.20 MHz 44.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 2 23.80 MHz 42.25 dBmV Mixed (TDMA and ATDMA) 2560 kSym/s 64QAM

If I had to take a wild guess, I'd say he's a headend tech or some engineer for the area he lives in for charter. Theres some users like him who prowl this forum, but can't make their connection to the ISP known due to company policies that only allow authorized employees to speak on behalf of the company.

Interesting thread, sorry about all your issues, completely agree this is likely an upstream impairment, likely noise (either impulse or linear) coming from another home in your node or from the physical plant (common path distortion from a corroded seizure screw, intermittent elevated noise floor from a bad terminator, etc). Once you start looking at the backend tools, you can quickly diagnose what is causing your issues. Problem is the backend stuff are so data heavy, access is restricted usually to headend techs, maintenance techs, engineers, etc.

Field techs who come to your home for a trouble call unfortunately don't realize that not every issue stems between forward impairments at the tap to a "faulty router". There is whole world beyond this that they can't see, so they blame the usual culprits they think off when they don't see an obvious issue. Or they will blame your constant drop of service on something like "Pre FECs on channel 3 at the tap" when it actually its something like a bad optical receiver in the headend causing an elevated noise floor or something like that. Its just the scope of the field tech is limited, and the CSR's is even more limited.

In an ideal world, the first tech at your house would have called his local friendly maintenance tech and asked em to take a look at anything that may be causing issues in your node/causes for concern after he exhausted all troubleshooting options at your house...

I'm learning more about this type of problem than I ever expected to. Thank you.

I do know that some of my neighbor's are having problems too, no matter what I was told by a tech who called his supervisor and was told that he had checked the line and if neighbor's had complained about service. 2 doors down have been having TV problems, and my neighbor directly across the street told me a few days ago after seeing trucks at my house often that he usually has a problem with either the TV or Internet after a truck visits anyone near his house.

I don't know if the problem between phone agents, truck techs, both types of supervisor's, and field people is the same for all Charter locations, but here, in BHN/Spectrum area, it seems they are not all on the same page. One area can't directly contact another, strict order of connections, phone agent to truck tech by instance order, or can connect you to their supervisor, who in turn can connect you directly to truck dispatch. Truck tech to the individual supervisor who can make a call to do nothing more or forward problem to field techs it seems. To top it off, it seems the field people can see my mode and some signals to it as well as the logs in some format that I don't see directly on the modem. Truck techs have no knowledge about the modem and its logs and can't 'read' them. They rely solely on procedures that they follow and the 2 tools they have, one that measures the cable and another signals. The computers they have allow them to do 'paperwork' and see some files on servers. Exasperating that the phone agents all look at the modem data and tell me the problem most likely is not in my home or the lines to the house. However they can't do anything but send a tech out who then can initiate further service if they think it is warranted... and THAT is the weak link here.

As of now, I still don't know if anything has been done. All I can see is the modem logs. With this TG1672 it seems logging is not a priority. Much less entries, and I know for instance that TOD requests are still being done every hour, but this is not appearing in the log.

Modem had been up so far for over 2 1/2 days, hope it can at least beat the old record of 5+ days...

I'm seeing some power fluctuations with this modem. Old TM1602 was very stable in it hardly changing and when it did it wasn't a lot. Not if is significant:

RF Parameters
Downstream
DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 24 723.00 MHz 4.90 dBmV 40.37 dB 256QAM 850276127 1142 22149
Downstream 2 9 633.00 MHz 4.70 dBmV 40.37 dB 256QAM 768001349 1448 17059
Downstream 3 10 639.00 MHz 5.10 dBmV 40.37 dB 256QAM 753632096 1443 14590
Downstream 4 11 645.00 MHz 4.90 dBmV 40.37 dB 256QAM 750946756 1417 12787
Downstream 5 12 651.00 MHz 4.60 dBmV 40.37 dB 256QAM 760252138 1415 19797
Downstream 6 13 657.00 MHz 4.10 dBmV 40.95 dB 256QAM 768473175 1422 9734
Downstream 7 14 663.00 MHz 3.90 dBmV 40.37 dB 256QAM 757077189 1407 16348
Downstream 8 15 669.00 MHz 3.30 dBmV 40.37 dB 256QAM 752158360 1384 8943
Downstream 9 16 675.00 MHz 3.20 dBmV 40.95 dB 256QAM 757861968 1072 20010
Downstream 10 17 681.00 MHz 3.30 dBmV 40.37 dB 256QAM 790025181 1027 22720
Downstream 11 18 687.00 MHz 3.50 dBmV 40.37 dB 256QAM 783053139 1104 21150
Downstream 12 19 693.00 MHz 3.40 dBmV 38.98 dB 256QAM 771927529 1297 20126
Downstream 13 20 699.00 MHz 3.80 dBmV 40.37 dB 256QAM 796870168 1083 13792
Downstream 14 21 705.00 MHz 4.20 dBmV 40.37 dB 256QAM 777352735 1338 20619
Downstream 15 22 711.00 MHz 4.30 dBmV 40.95 dB 256QAM 770831576 1294 16955
Downstream 16 23 717.00 MHz 4.60 dBmV 40.95 dB 256QAM 772091206 1039 20989

1/2 hour ago some were just over 2dBmV. I can refresh the page repeatedly and almost all change by .1dBmV or .2dBmV's.

Your levels are still normal. Remember temperature also affects the levels. So morning maybe different than afternoon.

Up to 3dB of signal variation is pretty normal over a 24 hour period, plus there are probably system/maintenance techs working on the system.That's standard operating procedure for most cable companies in most parts of the country.

I had explained that previously:
»Re: [HSI] Semi-rant, modem and call to support.