Forum Discussion

MINGUSDEW's avatar
MINGUSDEW
New Contributor
6 years ago

Slow and spotty service

Hello,


For the last couple weeks I have received very poor quality TV and internet service. TV and Internet service is completely unavailable much of the time, and when it does work the internet connection is very slow. The service will be down for 6 hours, work for a few hours, then go out again. I now receive 30mbps at most when I used to receive 250mbps. I have unplugged and reset my modem and cable boxes many times.

I had a COX technician in my home who quickly determined that my house was receiving a very weak signal. He dispatched a COX network technician who did work up on the utility pole where the cable service originates. This has not solved the problem, but my service has not dropped as frequently since they visited.

I have attached the status readout from my cable modem. The signal strength is very low and there are a lot of "uncorrectables." Is there anything that can be done to fix my cable service?

Thank you for taking the time to read this. Please let me know if there is any other information which would be useful.

 RF Parameters

Downstream

DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 35 735.00 MHz -12.90 dBmV 35.08 dB 256QAM 843979839 2708 11775
Downstream 2 25 675.00 MHz -8.40 dBmV 37.36 dB 256QAM 19420736 3166 13657
Downstream 3 26 681.00 MHz -9.50 dBmV 37.64 dB 256QAM 19436037 4210 15438
Downstream 4 27 687.00 MHz -8.90 dBmV 37.64 dB 256QAM 19228447 3500 16608
Downstream 5 28 693.00 MHz -10.10 dBmV 36.61 dB 256QAM 19275230 3649 15420
Downstream 6 29 699.00 MHz -10.90 dBmV 36.61 dB 256QAM 4403792 3923 16998
Downstream 7 30 705.00 MHz -10.40 dBmV 37.36 dB 256QAM 4406836 4068 17805
Downstream 8 31 711.00 MHz -12.60 dBmV 35.78 dB 256QAM 4387406 5025 17155
Downstream 9 32 717.00 MHz -11.70 dBmV 35.78 dB 256QAM 4418030 4037 18841
Downstream 10 33 723.00 MHz -12.30 dBmV 36.39 dB 256QAM 19275964 2605 12638
Downstream 11 34 729.00 MHz -13.60 dBmV 35.08 dB 256QAM 19152258 3136 15923
Downstream 12 36 741.00 MHz -13.40 dBmV 35.08 dB 256QAM 19124880 2697 15594
Downstream 13 43 783.00 MHz -13.50 dBmV 34.48 dB 256QAM 4430977 670393 4777203
Downstream 14 44 789.00 MHz -13.40 dBmV 34.48 dB 256QAM 4408154 27666 90076
Downstream 15 45 795.00 MHz -14.30 dBmV 33.96 dB 256QAM 4363377 6271 39873
Downstream 16 46 801.00 MHz -12.80 dBmV 34.35 dB 256QAM 19304312 5638 28528
Downstream 17 47 807.00 MHz -13.60 dBmV 34.48 dB 256QAM 4390918 4951 24634
Downstream 18 48 813.00 MHz -15.10 dBmV 33.38 dB 256QAM 4430389 36936 24001
Downstream 19 57 819.00 MHz -15.50 dBmV 33.06 dB 256QAM 4510862 56594 23377
Downstream 20 58 825.00 MHz -17.50 dBmV 31.62 dB 256QAM 4511408 275930 923591
Downstream 21 59 831.00 MHz -19.10 dBmV 30.15 dB 256QAM 4560022 133940 4845
Downstream 22 60 837.00 MHz -20.30 dBmV 29.23 dB 256QAM 4604746 5410457 130471
Downstream 23 61 843.00 MHz -23.10 dBmV 27.04 dB 256QAM 4230893 520837117 103770839
Downstream 24 62 849.00 MHz ---- ---- ---- ---- ---- ----
Reset FEC Counters

Upstream

UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 1 17.40 MHz 49.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 4 36.70 MHz 49.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 3 30.30 MHz 49.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 2 23.90 MHz 49.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
  • Bruce's avatar
    Bruce
    Honored Contributor III
    6 years ago

    Starting at Downstream 18, POWER seems to get progressively worst.  Power seems okay on Upstream.

    Starting at Downstream 20, SNR seems to get progressively lower.  The last 2 channels drop below 30 dB.

    What's going on with the last Downstream channel?

    A tech said, "weak" signal?  I thought the lingo was "out-of-spec" signal?  Strong signals cause problems as well.

    Did you recently bring a new electronic device in your house?

    • MINGUSDEW's avatar
      MINGUSDEW
      New Contributor
      6 years ago

      The tech I met at the house he checked signal strength at the service entrance and determined the problem was because of poor signal from outside the house. I assume he bypassed the splitter. He also said none of my neighbors had complained so it was likely specific to my house. I do not believe he replaced the splitter. The second crew I did not meet, and they just started working up on the utility pole.

      No new electronics in the house. Hopefully I don't need to set up another home appointment and repeat the same thing.

      • KevinM2's avatar
        KevinM2
        Former Moderator
        6 years ago
        Hello, we're deeply sorry you had issues with our services, and we're glad a technician went out to the home. If you're having problems with the service in the future, we strongly encourage you to reach out to our team at cox.help@cox.com. We're always here to help resolve any issues and answer any questions or concerns you may have. -Kevin M. Cox Support Forum Moderator