SB5101 starting to drop connection and restarting multiple times daily for the past month

Your downstream power level is low. How does the cable wire get from the street to the modem? Splitters?

Hi inarizona,

I do see one issue with the Downstream power level, I would like to take a look at the modem from our end to see if there are any other issues as well.  Can you e-mail us at cox.help@cox.com, include the name and address on the account? 

@Health Edge, there used to be a 3-way splitter in the outside box when I had the TV service, the splitter was removed once the service was canceled.  There was a 2 way splitter in the attic and I just removed it yesterday. 

The power level was at -5.2 dBmV with the 2 way splitter in the attic.  I have monitored the dBmV and it has been between 0.0 and -2.x now with no splitter between wires, just a couple of couplers.

@DerrickW, email sent.

Thank you all for your assistance.

And I have the dropping/reconnecting issue even before removing the 2 way splitter.  I figured removing the splitter in the attic may help.

As far as I can tell, it started a month ago with nothing changes (same wire setup, same modem, same router)... 

DerrickW,

Received the following from Cox:

Thank you for contacting our Social Media Support/Forum Moderator Team! I have ran several test to your network and I am not seeing any packet loss, high ping times, or resets/time-outs. I do see that your signal is slightly low. Are you using a splitter? If so, try to bypass it and connect directly into the wall. Also check the connections for cuts, bends, frays, and loose connections. Let us know how this goes.

There is/should not be any splitter left.  I am saying should becasue I didn't open the outside box to look at the connection there (just recalled the tech said that he removed the 3 way splitter and have a direct connection for my internet service). 

The cable in the attic seems fine (it was added by a Cox tech about 3 years ago).  Anything else I should be checking?  I'd like to hand onto the SB5101 if possible since when I am connected, speedtest indicated that I am already getting 25+ Mbps so I won't be getting anything extra even if upgrading to a DOCSIS 3.

Another question, what is the ideal downstream power level?  I thought I am getting the optimal power level since I am at 0.0 but it doesn't seem to be the case here.

Thanks again.

Hi inarizona,

After looking over the modem information, not seeing any packet loss to the modem. The recommended downstream power level of a cable modem is -10 dBmV to +10 dBmV.  In order to best determine why you continue to have intermittent connection we would need have a tech come out and check the connections.  If you can e-mail us again to schedule an appointment, we'll have someone out at your earliest convenience.

Apologies, I misspoke. I meant to say the Upload power level is low. Based on what you have told me though, I don't think it's a issue, but rather inherent in your particular setup. Usually you want your upstream power level to be as low as possible, but there are some complicated details (US SNR) that can make the difference. I think your signal levels are good. Unfortunately that puts us at step one at figuring out where the problem is. For more info on signal levels see here.

If not signal, the next possibility is hardware. How old is the SB5101?

@Health Edge, Wow, I didn't know the SB5101 was over 6 years old (brought from amazon back in early 2007).  And here I thought it was only a couple years old...  Do you think I should swtich it out with a DOCSIS 3 anyway even if it may or may not be an issue?

Just in case Cox tech needs to come out as mention by DerrickW, I am probably going to put the splitter back in place tonight and grab the signal to post here again. 

Is this reading better or worst?  This is with the splitter back in.

Downstream Frequency 837000000 Hz; SNR 38.7 dB; Power -6.8 dBmV

Upstream Channel ID 2; Frequency 29600000 Hz; Power 43.2 dBmV

If I am reading dslreports forum correctly then the downstream power is worst than before but still within spec and the upstream power is better than before.

Will continue monitor to see if the reboot still occurs.

Thanks so much!