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lrios80's avatar
lrios80
New Contributor
4 years ago

Internet keeps disconnecting and modem restarts when the temperature gets too high.

My internet keeps getting disconnected at random times thorughout the day. This has been happening for the past 2 years every summer when the temperature starts to rise. The random disconnects stop around September -October when the temperatures go down.

I use an Arris SB6190 modem connected to one splitter. 

The problem, as far as I've been able to tell from my research, is the upstream connection. The power normally sits around 48-50dBmV, but right before it disconnects, it shows at over 51, with not all channels connecting. At that point, the modem usually resets. My understanding is that the modem is having trouble communicating with the Cox servers, so it needs to increase the signal strength.

Here's a normal status screenshot:

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 21 903.00 MHz -3.10 dBmV 38.98 dB 496 3275
2 Locked 256QAM 1 783.00 MHz -1.60 dBmV 40.37 dB 828 2078
3 Locked 256QAM 2 789.00 MHz -1.80 dBmV 38.98 dB 700 3494
4 Locked 256QAM 3 795.00 MHz -1.80 dBmV 38.98 dB 499 3196
5 Locked 256QAM 4 801.00 MHz -1.90 dBmV 38.98 dB 810 2937
6 Locked 256QAM 5 807.00 MHz -2.40 dBmV 38.98 dB 897 4145
7 Locked 256QAM 6 813.00 MHz -2.40 dBmV 38.98 dB 900 4335
8 Locked 256QAM 7 819.00 MHz -2.30 dBmV 38.98 dB 751 3009
9 Locked 256QAM 8 825.00 MHz -2.60 dBmV 38.61 dB 569 3003
10 Locked 256QAM 9 831.00 MHz -2.60 dBmV 38.98 dB 1168 4819
11 Locked 256QAM 10 837.00 MHz -2.30 dBmV 40.37 dB 791 4238
12 Locked 256QAM 11 843.00 MHz -2.40 dBmV 38.98 dB 500 3552
13 Locked 256QAM 12 849.00 MHz -2.70 dBmV 38.61 dB 448 2269
14 Locked 256QAM 13 855.00 MHz -2.60 dBmV 38.61 dB 680 5136
15 Locked 256QAM 14 861.00 MHz -2.70 dBmV 38.98 dB 448 3262
16 Locked 256QAM 15 867.00 MHz -2.90 dBmV 38.61 dB 616 4181
17 Locked 256QAM 16 873.00 MHz -3.20 dBmV 38.61 dB 736 5289
18 Locked 256QAM 17 879.00 MHz -3.20 dBmV 38.61 dB 531 3176
19 Locked 256QAM 18 885.00 MHz -3.30 dBmV 38.61 dB 661 3012
20 Locked 256QAM 19 891.00 MHz -3.20 dBmV 38.98 dB 386 2403
21 Locked 256QAM 20 897.00 MHz -2.90 dBmV 38.61 dB 423 2282
22 Locked 256QAM 22 909.00 MHz -3.40 dBmV 38.61 dB 458 3348
23 Locked 256QAM 23 915.00 MHz -3.60 dBmV 37.64 dB 315 2342
24 Locked 256QAM 24 921.00 MHz -3.30 dBmV 38.61 dB 440 2186
25 Locked 256QAM 25 927.00 MHz -3.30 dBmV 38.20 dB 155 776
26 Locked 256QAM 26 933.00 MHz -3.30 dBmV 38.20 dB 128 1305
27 Locked 256QAM 27 939.00 MHz -2.90 dBmV 38.20 dB 129 1384
28 Locked 256QAM 28 945.00 MHz -2.50 dBmV 38.20 dB 119 1342
29 Locked 256QAM 29 951.00 MHz -2.50 dBmV 38.20 dB 140 1942
30 Locked 256QAM 30 957.00 MHz -2.20 dBmV 38.20 dB 139 1341
31 Locked 256QAM 31 963.00 MHz -2.00 dBmV 38.60 dB 157 1310
32 Locked 256QAM 32 969.00 MHz -2.10 dBmV 38.20 dB 193 1358

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 2 5120 kSym/s 23.50 MHz 49.00 dBmV
2 Locked ATDMA 4 5120 kSym/s 36.30 MHz 49.00 dBmV
3 Locked ATDMA 3 5120 kSym/s 29.90 MHz 49.50 dBmV
4 Locked ATDMA 1 5120 kSym/s 16.90 MHz 49.00 dBmV

I've read about using a cable signal amplifier with active return, but before I start spending money on that, I wanted to see if I was on the right track, or if there are any othe suggestions.

Thanks

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