Forum Discussion

Artyjaimes's avatar
Artyjaimes
New Contributor II
4 years ago

Really bad connection, please help.

So for the past 3 years I've been dealing with this really bad connection, cant afford to move right now. I'm to the point where I'm getting really frustrated, thinking about changing isp. I'm paying...
Artyjaimes's avatar
Artyjaimes
New Contributor II

There is hardly any changes. Like I said, I've done everything I can on my end.

Artyjaimes's avatar
Artyjaimes
New Contributor II
4 years ago

I hope cox can send an experienced technician this time.

  • Dave9's avatar
    Dave9
    Contributor III
    4 years ago

    Those levels are definitely out of spec. Way too low. If you hooked directly up to the demarc and still got those same low levels then you need a tech. Ask the tech what the levels are at the demarc. If you don't know how to interpret the numbers then write them down and post here. Unfortunately most techs only do what their handheld troubleshooting tools tell them to do and don't really understand the network so sometimes you have to call more than once before you get someone who understands how to fix it.

  • Bruce's avatar
    Bruce
    Honored Contributor III
    4 years ago

    Show the tech your logs and express your concern about the power levels (dBmV).  Downstream would be from Cox to your address.  I've read (rule-of-thumb) +/- 15 is "good" as opposed to best.  Signals aren't weak or strong...but within a spec.  Ask the tech what your spec range should be for gigabit service.

    • Artyjaimes's avatar
      Artyjaimes
      New Contributor II
      4 years ago

      I'll have to call again then, hopefully the tech can understand. Can someone post logs of what normal levels should look like? so that i can show the tech. Thank you.

      • Dave9's avatar
        Dave9
        Contributor III
        4 years ago

        This is what good signals look like. Very low correctables and no uncorrectables. This is what my signals look like after 14+ days of uptime. The power levels are on the high end of normal but since I am not getting any codeword errors that means the signals aren't a problem. Note that for channel 159 (the OFDM channel) it is normal to see a very high number of correctable codewords. But uncorrectable codewords are always bad news.

        Also note that I don't think Cox technicians are allowed to use customer-provided evidence. I think they have to only follow what their handheld troubleshooting tools tell them to do. I could be wrong but that's the sense I get.

        Downstream Bonded Channels
        Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
        5 Locked QAM256 807000000 Hz 11.0 dBmV 43.6 dB 14 0
        1 Locked QAM256 783000000 Hz 11.6 dBmV 44.0 dB 8 0
        2 Locked QAM256 789000000 Hz 11.7 dBmV 44.1 dB 0 0
        3 Locked QAM256 795000000 Hz 11.2 dBmV 43.7 dB 0 0
        4 Locked QAM256 801000000 Hz 11.3 dBmV 43.8 dB 14 0
        6 Locked QAM256 813000000 Hz 10.8 dBmV 43.5 dB 11 0
        7 Locked QAM256 819000000 Hz 10.9 dBmV 43.5 dB 0 0
        8 Locked QAM256 825000000 Hz 10.4 dBmV 43.3 dB 0 0
        9 Locked QAM256 831000000 Hz 10.5 dBmV 43.3 dB 0 0
        10 Locked QAM256 837000000 Hz 10.3 dBmV 43.2 dB 0 0
        11 Locked QAM256 843000000 Hz 10.1 dBmV 43.1 dB 0 0
        12 Locked QAM256 849000000 Hz 10.1 dBmV 43.1 dB 0 0
        13 Locked QAM256 855000000 Hz 9.9 dBmV 42.9 dB 0 0
        14 Locked QAM256 861000000 Hz 9.9 dBmV 42.9 dB 12 0
        15 Locked QAM256 867000000 Hz 9.6 dBmV 42.8 dB 15 0
        16 Locked QAM256 873000000 Hz 9.4 dBmV 42.5 dB 9 0
        17 Locked QAM256 879000000 Hz 9.6 dBmV 42.7 dB 0 0
        18 Locked QAM256 885000000 Hz 9.2 dBmV 42.4 dB 0 0
        19 Locked QAM256 891000000 Hz 9.2 dBmV 42.6 dB 0 0
        20 Locked QAM256 897000000 Hz 9.1 dBmV 42.5 dB 0 0
        21 Locked QAM256 903000000 Hz 8.9 dBmV 42.3 dB 0 0
        22 Locked QAM256 909000000 Hz 9.0 dBmV 42.3 dB 0 0
        23 Locked QAM256 915000000 Hz 8.7 dBmV 42.1 dB 0 0
        24 Locked QAM256 921000000 Hz 8.9 dBmV 42.3 dB 0 0
        25 Locked QAM256 927000000 Hz 8.9 dBmV 42.3 dB 0 0
        26 Locked QAM256 933000000 Hz 8.5 dBmV 42.0 dB 0 0
        27 Locked QAM256 939000000 Hz 8.6 dBmV 42.1 dB 0 0
        28 Locked QAM256 945000000 Hz 8.4 dBmV 41.9 dB 0 0
        29 Locked QAM256 951000000 Hz 8.1 dBmV 41.9 dB 0 0
        30 Locked QAM256 957000000 Hz 8.0 dBmV 41.9 dB 0 0
        31 Locked QAM256 963000000 Hz 7.7 dBmV 41.8 dB 0 0
        32 Locked QAM256 969000000 Hz 7.9 dBmV 42.0 dB 0 0
        159 Locked Other 300000000 Hz 9.7 dBmV 43.0 dB 747933431 0



        Upstream Bonded Channels
        Channel Channel ID Lock Status US Channel Type Frequency Width Power
        1 4 Locked SC-QAM Upstream 36300000 Hz 6400000 Hz 38.0 dBmV
        2 1 Locked SC-QAM Upstream 16900000 Hz 6400000 Hz 36.0 dBmV
        3 2 Locked SC-QAM Upstream 23500000 Hz 6400000 Hz 36.0 dBmV
        4 3 Locked SC-QAM Upstream 29900000 Hz 6400000 Hz 37.0 dBmV