Still having disconnect problems
Okay, I have been having disconnect issues for months now, I have had techs come out and look at things only to declare that the service was working perfectly. This last Monday the tech supervisor came out with another tech and they replaced everything. They replaced the modem with a brand new modem, they replaced the cable run from the modem to the junction box on my house and they replaced the cable run from the box on my house out to the distribution box on the street. They did this so that everything on my side is brand new and if the problem continued to happen, then we would know for sure that its not a problem on my end, but with your hardware. So, even with having all of that done, I am still getting disconnected randomly during the day and night, these disconnects last anywhere from 5-30 minutes though sometimes its out for as much as an hour.
I tried calling tech support earlier this evening and even after explaining that all of the hardware at my house is brand new, they still want to send another tech out to my house to look for a problem with the hardware on my end?!?!?! I explained that the hardware on my end can not possibly be a problem, but the tech support guy refused to do anything other than try to setup an appointment for another tech to come out and fix the hardware at my house. Needless to say, but I was and still am a bit upset about that.
Note: I have noticed when the connection drops, that it is dropping everything except for Downstream channel 1. You can clearly see that in the following log, its dropping every channel except for channel 1. From this log we can see that when the service is up and working, power levels are pretty much perfect with all channels having a 38-40 dB signal to noise ration.
|Downstream 1||62||435.00 MHz||1.30 dBmV||40.37 dB||256QAM||147042||0||0|
|Downstream 2||25||261.00 MHz||0.90 dBmV||40.37 dB||256QAM||2147||0||0|
|Downstream 3||26||267.00 MHz||1.00 dBmV||40.95 dB||256QAM||2147||0||0|
|Downstream 4||27||273.00 MHz||0.70 dBmV||40.37 dB||256QAM||2147||0||0|
|Downstream 5||28||279.00 MHz||0.50 dBmV||40.95 dB||256QAM||2147||0||0|
|Downstream 6||29||285.00 MHz||0.10 dBmV||40.37 dB||256QAM||34||0||0|
|Downstream 7||30||291.00 MHz||0.20 dBmV||40.37 dB||256QAM||34||0||0|
|Downstream 8||31||297.00 MHz||0.10 dBmV||40.95 dB||256QAM||34||0||0|
|Downstream 9||32||303.00 MHz||-0.30 dBmV||40.95 dB||256QAM||34||0||0|
|Downstream 10||33||309.00 MHz||-0.80 dBmV||40.37 dB||256QAM||2147||0||0|
|Downstream 11||34||315.00 MHz||-0.70 dBmV||40.37 dB||256QAM||2147||0||0|
|Downstream 12||35||321.00 MHz||-1.00 dBmV||40.37 dB||256QAM||34||0||0|
|Downstream 13||36||327.00 MHz||-1.50 dBmV||40.37 dB||256QAM||34||0||0|
|Downstream 14||43||369.00 MHz||-2.10 dBmV||38.61 dB||256QAM||34||0||0|
|Downstream 15||44||375.00 MHz||-2.20 dBmV||38.98 dB||256QAM||34||0||0|
|Downstream 16||45||381.00 MHz||-1.70 dBmV||38.98 dB||256QAM||34||0||0|
|Downstream 17||46||387.00 MHz||-1.90 dBmV||38.98 dB||256QAM||2492||0||0|
|Downstream 18||47||393.00 MHz||-1.50 dBmV||40.37 dB||256QAM||34||0||0|
|Downstream 19||48||399.00 MHz||-1.40 dBmV||38.98 dB||256QAM||34||0||0|
|Downstream 20||57||405.00 MHz||-0.90 dBmV||40.37 dB||256QAM||34||0||0|
|Downstream 21||58||411.00 MHz||-0.30 dBmV||39.40 dB||256QAM||34||7||0|
|Downstream 22||59||417.00 MHz||0.00 dBmV||40.37 dB||256QAM||34||0||0|
|Downstream 23||60||423.00 MHz||0.60 dBmV||40.37 dB||256QAM||34||0||0|
|Downstream 24||61||429.00 MHz||1.00 dBmV||40.95 dB||256QAM||34||0||0
So now you know, the problem is not my modem, its not the cable run from the modem to the junction box on my house and its not the cable run from the house to your distribution box on the street.
So, how do we resolve this issue?
Please, I am begging you to help me, the problem is not here at my house, its on your end.