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Technicolor panoramic router connection hiccups

Hi all,

For the last couple of months I'm experiencing periodic connection hiccups with my Technicolor panoramic router. I work remotely via SSH and there are periodic (once in several minutes) moments when the remote side is not responding. Kids are also complaining that when they play online games, they keep freezing for a couple of seconds.

I've set up a raspberry pi which is connected to the router's ethernet port directly and runs SmokePing. What I'm seeing is that there are periodic packet losses when pinging router's LAN address:

You can see the blue dots appear periodically which mean 1 of 4 ICMP packets have been lost.

The download / upload speeds are good.

The router is connected directly to the cable that comes to the house. But some signal levels look slightly out of spec:

Downstream	Channel Bonding Value
Index	9	1	2	3	4	10	11	12	17	18	19	20	21	22	25	26	27	28	29	30	33	34	35	36	37	38	41	42	43	44	45	46	159
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Frequency	831 MHz	783 MHz	789 MHz	795 MHz	801 MHz	837 MHz	843 MHz	849 MHz	879 MHz	885 MHz	891 MHz	897 MHz	903 MHz	909 MHz	927 MHz	933 MHz	939 MHz	945 MHz	951 MHz	957 MHz	405 MHz	411 MHz	417 MHz	423 MHz	429 MHz	435 MHz	453 MHz	459 MHz	465 MHz	471 MHz	477 MHz	483 MHz	348 MHz	251600000
SNR	37.3 dB	36.4 dB	36.3 dB	36.8 dB	37.0 dB	37.2 dB	37.1 dB	37.0 dB	36.8 dB	36.8 dB	36.8 dB	36.5 dB	36.6 dB	36.6 dB	36.4 dB	36.5 dB	36.5 dB	36.6 dB	36.6 dB	36.4 dB	39.2 dB	39.5 dB	39.6 dB	39.5 dB	39.5 dB	39.6 dB	39.7 dB	39.6 dB	39.7 dB	39.5 dB	39.7 dB	39.7 dB	42.6 dB	NA
Power Level	7.5 dBmV	5.7 dBmV	5.7 dBmV	6.6 dBmV	7.3 dBmV	7.3 dBmV	6.9 dBmV	6.7 dBmV	8.1 dBmV	8.2 dBmV	8.4 dBmV	8.3 dBmV	8.4 dBmV	8.5 dBmV	8.1 dBmV	8.0 dBmV	7.8 dBmV	7.6 dBmV	7.3 dBmV	6.9 dBmV	10.6 dBmV	10.6 dBmV	10.5 dBmV	10.6 dBmV	10.9 dBmV	11.0 dBmV	10.9 dBmV	10.8 dBmV	10.8 dBmV	10.9 dBmV	11.1 dBmV	11.2 dBmV	14.6 dBmV	NA
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	OFDM	OFDM

Upstream	Channel Bonding Value
Index	1	2	3	4
Lock Status	Locked	Locked	Locked	Locked
Frequency	17 MHz	24 MHz	30 MHz	36 MHz
Symbol Rate	5120	5120	5120	5120
Power Level	29.5 dBmV	30.5 dBmV	31.3 dBmV	32.0 dBmV
Modulation	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA

Should I call the technicians to check the signal or the router? It's not very easy to explain this problem to Cox tech support because they prefer to deal with situations when something isn't working at all and preferably can be fixed by rebooting the router

Top Replies

Becky 6 months ago in reply to MikhailN +1 verified

Hi MikhailN, I think an upstream impedance may be responsible for your poor Tx levels and intermittent disconnects. This is an issue an on-site technician will need to resolve for you. Email my team at...

0 Allan 6 months ago

Hello. The modem is reporting some poor signals at this time. Are there any splitters or signal amps on the cable line going to the modem? -Allan, Cox Support Forums Moderator.
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0 WiderMouthOpen 6 months ago in reply to Allan

Allan said:
The modem is reporting some poor signals at this time

Are you saying the levels posted are poor or that you saw different signal while peaking in from your side?
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0 KevinM2 6 months ago in reply to WiderMouthOpen

I'm seeing a high number of resets, power levels that are outside of our preferred specifications, and a high number of power adjustments.

@MikhailN, is your modem plugged into a surge protector or a power strip? If so, I'd recommend trying a different outlet or power strip/surge protector. If this issue persists, the likely culprit could be signal-related or a defective modem. Please also make sure all splitters, amplifiers, or boosters you may have are in working condition. -Kevin
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0 MikhailN 6 months ago in reply to KevinM2

Hi KevinM2! Thanks a lot for your answer and sorry for a delayed reply! The modem is plugged into a regular power strip, with no additional power conditioning or protection. I will try some better power source to see if it helps.

Regarding connection to Cox coaxial, the modem is plugged *directly* into the cable that comes from the residential splitter outside of our house. The modem is in the garage. There is no additional hardware on my side, no splitters or amplifiers.

When you are saying "power levels that are outside of our preferred specifications". Could you please point out to your specs? I was looking around for them but could only find specs either for DOCSIS in general, or recs by other cable providers.
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0 MikhailN 6 months ago in reply to Allan

Allan

This is how these levels look most of the time :) The modem is plugged directly into the cable coming out from the residential splitter in our front yard, the modem is in the garage.

Could you please provide a link to recommended signal levels?
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