New Contributor
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28 Messages
Disconnects - seems worse in hot weather
Over the past few years, I have been having intermittent disconnects. My SB5100 keeps resetting and only gets to the 3rd (Send) LED blinking. This goes on for an hour or more, then eventually reconnects. If I check the signal levels when it is back up, I see:
Downstream: S/N: 37dB, Power Level: 1 to 2 dBmV
Upstream Power Level 55dBmV
The log shows a lot of "No Ranging Response received - T3 time-out" during the disconnected period.
When I check again an hour or so later, the upstream power is much better, around 45dBmV. My understanding is once it gets over 55dBmV, it can't communicate upstream, so it resets. What would cause it to vary so much? I don't know if it is a co-incidence, but it seems to happen more frequently when it gets hot out.
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ChrisL
Former Moderator
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7.1K Messages
It does sound like there is an upstream communication problem based on the patter of errors you described. Heat can certainly affect the cable's ability to carry signal as well as other factors. Scheduling a service call would be the most effective way to troubleshoot this issue further.
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c1arocque
New Contributor
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1 Message
NN Va, North end of the peninsula.
I began to suffer "dropouts" when the heat started on Tuesday June 26 2012. I called cox and was told to go through "the usual" script which I complied with. Long story short; the problem occurred twice on Tuesday, once in the AM and once in the PM. I convinced the "tech" to elevate the trouble call on the second instance and tier(2) walked through the stats and logs on my modem with me.
Generally T3 errors and ranging errors on my 3 year old SB6120.
In addition.
Up stream -13 dBmv consistent on 3 channels
SNR 30
Downstream 50 dBmv +/- 1 on 4 channels
Saturday June 26 at 11 AM
Modem went off line and would not connect. Unit continuously ran through the boot sequence. Would not permit connection on the web interface.
Fine; a bad modem. Purchased a new SB6121 called support to get it provisioned.
The new unit unit would not make an downstream connection and was not visible to the "tech". We scheduled a service call for Sunday July 1; kudos to Cox for having contractors available to work on the weekends.
After getting off the phone I got paranoid about my internal cabling quality. Went and purchased a new pre-made RG6 + a new 1000 MHz splitter, and replaced the run into my computer room.
Now I get;
[2] 16QAM
[3] 64QAM
[2] 16QAM
[3] 64QAM
[2] 16QAM
[3] 64QAM
[2] 16QAM
[3] 64QAM
Still not stellar but at least I'm up. So, the question.
Given that the replaced cable and splitter in my house improved my SNR, what is the probability that the higher Upstream Power levels are an indicator of a fault at the head end? Would you think that a contractor would be able to fix the problem or would it be reported up the chain of command?
More news tomorrow.
Regards
Chris
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mike007
New Contributor III
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79 Messages
Your changes corrected some of the noise that was affecting your service and that is good. But you are correct both extreme heat and extreme cold can affect the service metal expands or contracted based on the hot or cold and that can cause any number of issues.
The problem is with just getting the signals off your modem like that. is I don’t know anyone that would be good enough to say where the issue is down the line without being on site. There could be another connection in the wall, on the outside of your house, or out on the street that is causing this.
It could also be anything else that affects SNR under the sun other than connections. Hard to say hope the tech is able to clear it for you.
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