HDTV_Guy

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Erratic cable modem power levels

My Arris SB6183 status page is showing very erratic levels during the day and every 24hr. As you can imagine, speed test (wired and wireless) are inconsistent. I'm also seeing the same fluctuation in my TV signals.

This just started about 7 days ago. I've had no problem for over a year so I dont know why now there is a problem. All equipment physically looks good (tight connections, etc) I actually removed all splitters a test and that did not help the day to day fluctuations. Reset on cable mode did not help. Does this look like a in-house cable or equipment problem?

Lock Status	Modulation	Channel ID	Frequency		Power		SNR		Corrected	Uncorrectables
Locked	QAM256	22	909000000	Hz	-18.1	dBmV	30.7	dB	669518	151
Locked	QAM256	2	789000000	Hz	-7.6	dBmV	38.2	dB	1	0
Locked	QAM256	3	795000000	Hz	-9.3	dBmV	37	dB	1	0
Locked	QAM256	4	801000000	Hz	-12	dBmV	35.3	dB	0	0
Locked	QAM256	5	807000000	Hz	-11.9	dBmV	35.4	dB	0	0
Locked	QAM256	6	813000000	Hz	-12.1	dBmV	35.3	dB	0	0
Locked	QAM256	7	819000000	Hz	-13.1	dBmV	34.6	dB	3	0
Locked	QAM256	8	825000000	Hz	-13.5	dBmV	34.2	dB	5	0
Locked	QAM256	17	879000000	Hz	-26.6	dBmV	24.1	dB	4654241	5934196
Locked	QAM256	18	885000000	Hz	-20	dBmV	28.4	dB	8391245	10779212
Locked	QAM256	19	891000000	Hz	-17.6	dBmV	31.2	dB	2143555	16208
Locked	QAM256	20	897000000	Hz	-21.6	dBmV	27.7	dB	15014437	169095
Locked	QAM256	21	903000000	Hz	-22.5	dBmV	27.2	dB	40747128	585336
Locked	QAM256	1	783000000	Hz	-8.7	dBmV	37.6	dB	0	0
Locked	QAM256	23	915000000	Hz	-15.7	dBmV	33	dB	59255	1
Locked	QAM256	24	921000000	Hz	-17.2	dBmV	31.7	dB	991071	35848

Later in the day
Locked	QAM256	1	783000000	Hz	1.2	dBmV	39.9	dB	0	0
Locked	QAM256	2	789000000	Hz	1.1	dBmV	39.9	dB	0
Locked	QAM256	3	795000000	Hz	2.1	dBmV	40.1	dB	0	0
Locked	QAM256	4	801000000	Hz	2	dBmV	40	dB	0	0
Locked	QAM256	5	807000000	Hz	1.3	dBmV	39.9	dB	0	0
Locked	QAM256	6	813000000	Hz	0.5	dBmV	39.8	dB	0	0
Locked	QAM256	7	819000000	Hz	0.9	dBmV	39.8	dB	0	0
Locked	QAM256	8	825000000	Hz	0.7	dBmV	39.7	dB	0	0
Locked	QAM256	17	879000000	Hz	-2	dBmV	39.1	dB	0	0
Locked	QAM256	18	885000000	Hz	-2.4	dBmV	39	dB	0	0
Locked	QAM256	19	891000000	Hz	-2.8	dBmV	39	dB	0	0
Locked	QAM256	20	897000000	Hz	-3.3	dBmV	38.9	dB	0	0
Locked	QAM256	21	903000000	Hz	-3.7	dBmV	38.7	dB	0	0
Locked	QAM256	22	909000000	Hz	-3.3	dBmV	38.8	dB	0	0
Locked	QAM256	23	915000000	Hz	-3.3	dBmV	38.8	dB	0	0
Locked	QAM256	24	921000000	Hz	-3.5	dBmV	38.6	dB	0	0

A

Allan

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2.4K Messages

@HDTV_Guy, The modem is reporting poor signals at this time. Since you have already checked your connections and tested without splitters, I recommend having a tech come out and take a look. Please send us an email with your full name, address, and a link to this thread to cox.help@cox.com so we can schedule the tech appointment on your behalf. Thanks. -Allan, Cox Support Forums Moderator

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HDTV_Guy

Contributor

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48 Messages

So your initial conclusion is that there is something between the pole and modem that would cause this level of daily power fluctuation? I just dont want to waste anyone's time if it turns out to be something from the pole to back office.

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Allan

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2.4K Messages

@HDTV_Guy, The tech will be able to determine where the issue is at. If it is down the line, the tech will submit a ticket to our maintenance team to address the situation. -Thanks. -Allan, Cox Support Forums Moderator.

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HDTV_Guy

Contributor

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48 Messages

Ok..Done... thanks

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HDTV_Guy

Contributor

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48 Messages

Tech came out and determined there is nothing wrong with the house equipment. He closed my ticket and said he needed to open up a ticket to have the "tap" looked at. Not sure how I can follow this ticket or when this will be completed. Meanwhile, I continue to have poor signal performance which is effecting internet, phone, and TV.

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HDTV_Guy

Contributor

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48 Messages

Unfortunately, another tech looked at the "backend" and all signals are within spec. Now I have 2 techs saying everything looks within spec but I continue to experience the exact same issues. Now, another tech is coming out again. Not sure how this tech will find or do anything different than the last. I fear I'm entering a circular technical support situation while I continue to have very poor performance. I would have hoped the 2 tech's could talk to each other to share their findings and come up with an alternative support plan.

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KevinM2

Former Moderator

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1.5K Messages

Hi @HDTV_Guy, we apologize for the negative experience. We had the Tap investigated further, and no plant problems or problems with the Tap have been reported. I am still seeing signal issues with your modem, and sending out another service technician is likely the best course of action that will lead to a resolution. Please make sure all cables are tightly secured and free of damage. This includes any splitters or amplifiers you may also have. Loose or damaged connections can invite unwanted signals into the cable lines, and cause Ingress. -Kevin M. Cox Support Forum Moderator

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HDTV_Guy

Contributor

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48 Messages

Thank you. The last tech ensured all cables, connectors, and amp were in working order. What I didn't know is the phone modem is also showing poor signal levels. This rules out the possibility of a bad internet modem. The Cox phone modem device is only a short cable away from the main cable coming into the house. If the tap is good and my internal cabling is good, this only points to the cable from the tap to the house. Correct?

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HDTV_Guy

Contributor

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48 Messages

Yikes...signals are getting worse over the past 24hours.

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KevinM2

Former Moderator

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1.5K Messages

I'm honestly uncertain what could be causing this issue. From my end, it looks like noise. Our best course of action would be to send out another service technician to investigate this further. -Kevin M. Cox Support Forum Moderator

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HDTV_Guy

Contributor

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48 Messages

Tech scheduled for Thursday. Maybe the last tech missed something. He did remove all the filters and place 1 at the house entry point.

Another point...usually I was seeing good signals for about 6-8 hours then go bad. Now after the tech visit, I seeing constantly bad signals...I haven't seen any good signals since his visa last week. To me, that tells me something internal to my house??

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HDTV_Guy

Contributor

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48 Messages

Sure enough... I have a tech coming over today. Very frustrating. I can only assume that my phone modem is also showing good levels too. I see great levels on my cablecard device this morning as well.

There's no way the tech will do anything today with these level. I just hope that they crash in the next 2 hours.

Anyone else have some ideas on how to troubleshoot fluctuating signal levels.