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I seem to be having connection issues whenever the upstream light on my modem starts blinking rather than remaining solid.
The short of it:
Modem: Netgear CM700
Upstream light on my modem should be a solid green. When I lose connection to the internet the upstream light is blinking and if the issue doesn't resolve the modem will cycle downstream/upstream until it connects. Sometimes I have to reboot the modem for it to actually reconnect to the internet. This is a brand new modem but I was having similar issues with my old Arris SURFboard before I switched to this. This issue persists if I remove the router from the picture.
I already had a tech out early morning on Saturday and he was unable to see any problem with my modem or the line. He thought maybe it was my old coaxial cable and provided/installed a new one. Modem worked fine for about 2 hours then went right back into the unpredictable connection routine. I have another tech coming out Monday evening to see if they can help me but I would like to ask for other avenues for the tech to investigate if they do not see any problems again.
I managed to get to a T2 and talked over my issue and since it's intermittent and didn't occur while I was on the line they weren't seeing any issues.
Modem event log at time of an upstream error causing connection issue:
Modem information at time of writing:
I didn't grab the upstream information like I thought I did right after the reboot but channels 3 and 4 were around 49 dBmV when the modem reconnected to the internet.
Thank you in advance for any further questions I can pose to the tech that will be out and for your assistance.
Managed to get into the modem during one of these episodes:
I had a second tech out at the start of the week taking a look into my situation over here. He did the usual signal test but as I was explaining the issue he said "interference" and said he was going to go grab some tools off his truck. He came back in and tested my line and found power on it. He traced it to my outside storage unit where an unknown cable was being fed into a splitter that was rather dated (probably installed some 15+ years ago at this location). I had the tech bypass the splitter as I wasn't using the cable in my bedroom and have no intention to use it during the next 6 months that I'll be here.
The internet worked fine for a few hours after that discovery but again started to have issues as the evening rolled on. I let most of the week go by to see how many times I would get T3 time-out issues so I could report back asking for further assistance. Today I jumped on my modem to see what the event log had to say and found the following:
It's not showing now but at the time of the T3 time-out today around 5 pm my dBmV for upstream channels was pushing 51 again.
Here is an updated look at my downstream and upstream channels:
Since the issue seems to persist (granted not as heavily as it was when I had power running on my coaxial for who-knows-what reason) I would like to ask if there is any further insight you could provide. If this is a chip issue as was stated by UnhappyCustomer1 is there nothing I can do while waiting for the patch on the issue? Also I cannot explain how the cable gets from the street to my particular apartment though I am right next to the street/cable lines and lines are usually run underground here, not 100% sure that's the case here but I think it is. Assuming the only splitter in my apartment was the one in the storage unit I no longer go through any splitters.
Please send us an email with your full address to email@example.com so we can help resolve this issue on you behalf.
Allan - Cox Support Forums Moderator.
I have submitted a confirmation email with my address. I'm not sure what else can be done at this point but I'll be completely honest. After $110 in technician charges I'm not very thrilled that the issue still persists and I'm not eager for another charge like that just to possibly face the same results.
During my first call I decided to get the complete care as I wasn't certain how bad this issue was going to be and figured it would be worth it. I see that I was still charged the full price on the second tech and would like to ask if the complete care doesn't cover anything until I've made my payment this month? If it's not going to help at all and I'll still be charged like that then you might as well remove it from my account as it's not what I thought it would be.
Michael576 said:After $110 in technician charges I'm not very thrilled that the issue still persists and I'm not eager for another charge like that just to possibly face the same results.
If you paid to fix a problem, and the problem isn't fixed, I think billing will have no problem waiving those charges. The trick is talking with the right person. A billing representive or a supervisor would be a good start.
In general, what kind of issues have the technicians been working on. Can you include any pictures of the wiring? I suspect there is random ingress on the upstream that is spiking your upstream power levels. The hard part is getting a technician out when it's occurring and having it occur long enough for the technician to track where the bad signal is leaking in. Do you notice if one of the upstream channels is higher then the others when it spikes? If so, what frequency channel spikes? 36Mhz? That will tell you about the possible ingress type.