Forum Discussion

spamuser's avatar
spamuser
New Contributor
Solved

Connection dropping multiple times daily

Starting about a week or two ago, my connection has begun dropping very frequently.  It usually happens anywhere from 6-10 times a day.  Whenever it happens, the modem reboots itself outright.  I have verified that there is no problem with the outlet it is connected to, but don't know how to assess the hardware beyond that.  The modem is a Moterola SB6141.

I've been able to retrieve the following diagnostics from the modem.  It looks similar to the below whenever I check.  I don't know how to interpret any of the data, so here they are in their entirety so I don't miss anything relevant:

Downstream

Bonding Channel Value

Channel ID

78 

77 

79 

80 

81 

82 

Frequency

843000000 Hz 

837000000 Hz 

849000000 Hz 

855000000 Hz 

867000000 Hz 

873000000 Hz 

Signal to Noise Ratio

32 dB 

32 dB 

31 dB 

31 dB 

28 dB 

27 dB 

Downstream Modulation

QAM256 

QAM256 

QAM256 

QAM256 

QAM256 

QAM256 

Power Level

The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading

-17 dBmV  

-16 dBmV  

-17 dBmV  

-18 dBmV  

-21 dBmV  

-21 dBmV  

Upstream

Bonding Channel Value

Channel ID

Frequency

25400000 Hz 

32000000 Hz 

37000000 Hz 

40400000 Hz 

Ranging Service ID

82 

82 

82 

82 

Symbol Rate

5.120 Msym/sec 

5.120 Msym/sec 

2.560 Msym/sec 

2.560 Msym/sec 

Power Level

35 dBmV 

37 dBmV 

38 dBmV 

37 dBmV 

Upstream Modulation

[3] 16QAM

[3] 64QAM

 

[3] 16QAM

[3] 64QAM

 

[3] 16QAM

[3] 64QAM

 

[3] 16QAM

[3] 64QAM

 

Ranging Status

Success 

Success 

Success 

Success 

Signal Stats (Codewords)

Bonding Channel Value

Channel ID

78 

77 

79 

80 

81 

82 

Total Unerrored Codewords

137619805 

137594495 

137601082 

137585678 

130942224 

122120260 

Total Correctable Codewords

212 

109 

6635499 

15454364 

Total Uncorrectable Codewords

773 

587 

1984 

567 

1808 

6054 

The cable comes through the wall into my apartment and connects directly to the modem with no splitters or other equipment.  There is only one such cable.  Due to the nature of the building I can't follow the cable to figure anything out beyond that point.  All I can say is that it comes in from somewhere outside.

I am at a loss to explain the strange behavior, as the connection appears fully functional right up until it drops with no noticeable degradation.  Any assistance or even insight would be greatly appreciated.

  • Your signal levels are very low, both your downstream and SNR. I would talk to your landlord or apartment maintenance and see what wiring they have access to, because thats probably where the issue is going to be. Either way you would need a technician, its just a matter of who would be paying the bill. 

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  • Health_Edge's avatar
    Health_Edge
    Valued Contributor III

    Your signal levels are very low, both your downstream and SNR. I would talk to your landlord or apartment maintenance and see what wiring they have access to, because thats probably where the issue is going to be. Either way you would need a technician, its just a matter of who would be paying the bill. 

  • spamuser's avatar
    spamuser
    New Contributor

    Thanks.  I just got done speaking with a service representative who confirmed that there is a visible (and severe) problem with the downstream signal.  She also noted that there are several others on my street with what appears to be the same problem so it's likely not an issue on my property.  Hopefully the tech will be able to find and fix the problem.