Slow and spotty service

Hello,

For the last couple weeks I have received very poor quality TV and internet service. TV and Internet service is completely unavailable much of the time, and when it does work the internet connection is very slow. The service will be down for 6 hours, work for a few hours, then go out again. I now receive 30mbps at most when I used to receive 250mbps. I have unplugged and reset my modem and cable boxes many times.

I had a COX technician in my home who quickly determined that my house was receiving a very weak signal. He dispatched a COX network technician who did work up on the utility pole where the cable service originates. This has not solved the problem, but my service has not dropped as frequently since they visited.

I have attached the status readout from my cable modem. The signal strength is very low and there are a lot of "uncorrectables." Is there anything that can be done to fix my cable service?

Thank you for taking the time to read this. Please let me know if there is any other information which would be useful.

RF Parameters

Downstream

	DCID	Freq	Power	SNR	Modulation	Octets	Correcteds	Uncorrectables
Downstream 1	35	735.00 MHz	-12.90 dBmV	35.08 dB	256QAM	843979839	2708	11775
Downstream 2	25	675.00 MHz	-8.40 dBmV	37.36 dB	256QAM	19420736	3166	13657
Downstream 3	26	681.00 MHz	-9.50 dBmV	37.64 dB	256QAM	19436037	4210	15438
Downstream 4	27	687.00 MHz	-8.90 dBmV	37.64 dB	256QAM	19228447	3500	16608
Downstream 5	28	693.00 MHz	-10.10 dBmV	36.61 dB	256QAM	19275230	3649	15420
Downstream 6	29	699.00 MHz	-10.90 dBmV	36.61 dB	256QAM	4403792	3923	16998
Downstream 7	30	705.00 MHz	-10.40 dBmV	37.36 dB	256QAM	4406836	4068	17805
Downstream 8	31	711.00 MHz	-12.60 dBmV	35.78 dB	256QAM	4387406	5025	17155
Downstream 9	32	717.00 MHz	-11.70 dBmV	35.78 dB	256QAM	4418030	4037	18841
Downstream 10	33	723.00 MHz	-12.30 dBmV	36.39 dB	256QAM	19275964	2605	12638
Downstream 11	34	729.00 MHz	-13.60 dBmV	35.08 dB	256QAM	19152258	3136	15923
Downstream 12	36	741.00 MHz	-13.40 dBmV	35.08 dB	256QAM	19124880	2697	15594
Downstream 13	43	783.00 MHz	-13.50 dBmV	34.48 dB	256QAM	4430977	670393	4777203
Downstream 14	44	789.00 MHz	-13.40 dBmV	34.48 dB	256QAM	4408154	27666	90076
Downstream 15	45	795.00 MHz	-14.30 dBmV	33.96 dB	256QAM	4363377	6271	39873
Downstream 16	46	801.00 MHz	-12.80 dBmV	34.35 dB	256QAM	19304312	5638	28528
Downstream 17	47	807.00 MHz	-13.60 dBmV	34.48 dB	256QAM	4390918	4951	24634
Downstream 18	48	813.00 MHz	-15.10 dBmV	33.38 dB	256QAM	4430389	36936	24001
Downstream 19	57	819.00 MHz	-15.50 dBmV	33.06 dB	256QAM	4510862	56594	23377
Downstream 20	58	825.00 MHz	-17.50 dBmV	31.62 dB	256QAM	4511408	275930	923591
Downstream 21	59	831.00 MHz	-19.10 dBmV	30.15 dB	256QAM	4560022	133940	4845
Downstream 22	60	837.00 MHz	-20.30 dBmV	29.23 dB	256QAM	4604746	5410457	130471
Downstream 23	61	843.00 MHz	-23.10 dBmV	27.04 dB	256QAM	4230893	520837117	103770839
Downstream 24	62	849.00 MHz	----	----	----	----	----	----

Reset FEC Counters

Upstream

	UCID	Freq	Power	Channel Type	Symbol Rate	Modulation
Upstream 1	1	17.40 MHz	49.75 dBmV	DOCSIS2.0 (ATDMA)	5120 kSym/s	64QAM
Upstream 2	4	36.70 MHz	49.75 dBmV	DOCSIS2.0 (ATDMA)	5120 kSym/s	64QAM
Upstream 3	3	30.30 MHz	49.75 dBmV	DOCSIS2.0 (ATDMA)	5120 kSym/s	64QAM
Upstream 4	2	23.90 MHz	49.75 dBmV	DOCSIS2.0 (ATDMA)	5120 kSym/s	64QAM

Responses

Bruce

Honored Contributor III

•

5.7K Messages

Starting at Downstream 18, POWER seems to get progressively worst. Power seems okay on Upstream.

Starting at Downstream 20, SNR seems to get progressively lower. The last 2 channels drop below 30 dB.

What's going on with the last Downstream channel?

A tech said, "weak" signal? I thought the lingo was "out-of-spec" signal? Strong signals cause problems as well.

Did you recently bring a new electronic device in your house?

2

0

MINGUSDEW

New Contributor

•

2 Messages

The tech I met at the house he checked signal strength at the service entrance and determined the problem was because of poor signal from outside the house. I assume he bypassed the splitter. He also said none of my neighbors had complained so it was likely specific to my house. I do not believe he replaced the splitter. The second crew I did not meet, and they just started working up on the utility pole.

No new electronics in the house. Hopefully I don't need to set up another home appointment and repeat the same thing.

Like

Reply

0

KevinM2

Former Moderator

•

1.5K Messages

Hello, we're deeply sorry you had issues with our services, and we're glad a technician went out to the home. If you're having problems with the service in the future, we strongly encourage you to reach out to our team at cox.help@cox.com. We're always here to help resolve any issues and answer any questions or concerns you may have. -Kevin M. Cox Support Forum Moderator