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Jerrywc's avatar
Jerrywc
New Contributor

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

DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
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.

Thank you.

Jerry

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  • Jerrywc's avatar
    Jerrywc
    New Contributor

    So the tech that the call center insisted on sending came by today and after looking at every single thing from the modem to the cable to every single connector, then doing some tests at the entry point from the street, he determined that the problem wasn't on my end and he will pass the problem on to the network guys so they can take a look at it.

    Well no kidding, we knew that much already!!! You've known that since they replaced everything last freaking Monday! I've known that since the problem first started more than six months ago. It's rather frustrating that it's taken over 6 months to get to this point.

  • ChrisL's avatar
    ChrisL
    Former Moderator
    @Jerrywc

    I did see that the maintenance ticket for your account was resolved however I do still see indications of an upstream noise issue. It may be necessary for a tech to come back out and do a follow up visit if you're still seeing problems.

  • Jerrywc's avatar
    Jerrywc
    New Contributor

    We already had a tech come back out and look at the new hardware, he even said that all the hardware was brand new and that the problem is not on my end but upstream from me.

  • ChrisL's avatar
    ChrisL
    Former Moderator
    @Jerrywc

    If any issues remain on our end the technician that comes to the home would be the one to escalate to our maintenance team for further troubleshooting.