US Cable Support > Charter Internet/TV > [HSI] Charter Subs

reply to koma3504

Re: [HSI] Charter Subs

Home

Away from home

Hows this ???

Looking at your signal levels.... a few things jump out.

1. Considering the difference between your downstream signal level being so low and your upstream signal level being so high, it would seem you modem is not connected to the first split after the demac or it's a 4-way or larger splitter. That started on the 26th. That's on the Motorola modem specifically.

2. A week ago today, something or someone corrected a low forward signal issue for you or your area. It also helped improve your forward SNR. Considering the return levels didn't change much, I'd guess it was water damage related...

3. Your signal levels vary way too much. They're bad, they're good, they're bad. It's not just one cause either. Sometimes it's the forward, sometimes it's the return, sometimes it's both.

4. Why is there a 5 dB difference in return levels between two modems in the same home? Especially when the forward signal levels are within 1 dB of each other?

5. That's entirely too much info to post about your account. It's got IPs, MAC addresses, etc. I just wanted current signal levels, I didn't need or ask for anything else. I'd suggest removing those screenshots.

I can just about gaurantee you that with your signals looking good and you having T3 timeouts in your logs and dropping connection that you are having Upstream SNR problems.

You can't see Upstream SNR from your end - only Charter can see it from the Headend.
Most of the Phone tech support people don't know jack about Upstream SNR or even how to check it.
You need to insist that they put your modem on a Watch for several days and check the CMTS history for your Upstream SNR. The min is 22db and if it drops to 22db and below you will have speed and performance issues and at worst dropped connections.

Regardless of what Any of them try to tell you - frequent T3 timeouts = cable plant noise problems. It can be intermittent noise and will still cause you problems and it make take a lot of effort on their part to track it down and find it.

Meanwhile something like upstream signal reflections, hum modulation, or ground loops on his home wiring can cause upstream signal problems and T3s for him and no one else. It wouldn't even register on the CMTS since those are aggregate upstream readings from all the modems on the port.

Could you explian this a a little more??

So that I might check for such.
--
† Koma †
If YOu Don't Think It's Possable!! It's Acually A Reality!!The best way to predict the future is to invent it. Alan Kay!!
Ya Don't Know The signal Till Ya Ride It!!
Voice Break's There's Trouble!!!!

pbarrow,

don't be too quick to jump the gun on an upstream SNR issue. You're shooting darts in the dark without seeing any actual numbers. I'm not disagreeing, but you shouldn't throw stuff out there like that without factual information.

koma3504,

If I were in N. Richland Hills I'd come over there and fix your problem for you. However, I'm not so I can't. With that being said, you will unfortunately need to call in. Ask to speak to a supervisor this time. There is obviously an issue that needs attention at your residence. There is nothing anybody on this forum will be able to do for you unless you just want them to throw out possibilities and waste everyone's time. This issue has got to be taken care of in your neighborhood.

reply to koma3504