 psafuxPremium,VIP
join:2005-11-10
kudos:2
2 edits | Charter HSI: Acceptable Signal Specifications With all of the Charter call centers going virtual in a short time, all call centers, offices and technicians will adhere to a standard set of signal specifications.
If you are troubleshooting your connection at home and get your signals from your internal modem page, you can match them up to these specifications.
If you are experiencing problems with your HSI and your signals that are outside the acceptable range please call in to tech support and explain the problem you are having
You may have signals that are outside of these specifications yet not be experiencing internet problems. there is no need to call in unless you are having connectivity or speed problems. Techs will not be sent out to tweak signals unless it is service-impacting under any circumstances.
If the problem is found to be an issue that Charter is not responsible for and you do not subscribe to Wire
Maintenance, you may be charged a truck roll fee.
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The new enterprise-accepted Charter signal specs are as follows:
•Receive power (RX): -12 to +12 dBmv
•Transmit (TX) +35 to +53 dBmv
•Downstream SNR (RX SNR) No less than +31 dBmv
•Upstream SNR (TX SNR) No less than +22 dBmv
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| Interesting, we have been getting calls where customers in MI are getting door tagged and such telling them basically to setup an apt to get the spec's checked. I haven't heard a word on the new enterprise accepted Charter signal spec's thanks for the info going to ask my sup about it tommorow! So many changes taking place I can't keep things straight! |
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psafuxPremium,VIP
join:2005-11-10
kudos:2 | its on KM as well.. the old one and the new one.  |
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| UGH the new KM, don't get me started on that! Won't say a word cuz I love my job!! I'm sticking with the old KM for now |
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psafuxPremium,VIP
join:2005-11-10
kudos:2 | i use the old one as much as i can, as well... quite a few of us do. |
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| reply to psafux
Been hearing they were changing RF specs for a while but figured it was just a rumor. Nice to see this. |
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psafuxPremium,VIP
join:2005-11-10
kudos:2 | Yeah - I was really happy when I first saw it back in November. This is one of MANY things corp has standardized in preperation for full virtualization. 99% of the changes have been in the best interest of the customer, in my opinion. |
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| reply to psafux
the other big thing with the spec letters is prepping for more telephony launches  best to be not instalilng voip modems in homes with -15rx levels |
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| reply to psafux
My signal levels are right on the border and my speeds are slow after 5pm or so. |
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| reply to psafux
My signal to noise ratio looks like a EKG chart. Is this normal?
btw the charts come from my smoothwall firewall. It samples the modem every 5 minutes and plots the results. |
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| reply to psafux
its not unusual to see small bumps like that if you graph your SNR over time. Those rx levels, like you said, are kinda borderline.. what kind of speeds are you seeing? |
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 stivvyTechnonerd
join:2002-05-08 | reply to HSDREP
said by HSDREP:Interesting, we have been getting calls where customers in MI are getting door tagged and such telling them basically to setup an apt to get the spec's checked. Those are for leakage, usually. The sub's usually are having some sort of wiring issue that is affecting the entire node/ port/ street whatever. |
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| reply to psych0tron
I have the 3/256 package but the best down speeds I get are around 2.5Mbps and upload is always around 200kbps.
In the evening, download speeds usally slow down to less than 1Mbps but upload speed usally doesnt slow down much.
What is really funny is, speed test from servers on the east coast are always alot slower than the west coast servers. I mean 300Kbps down in the east coast compared to 2.5Mbps down in the west coast. I think that has more to do with Internet routers along the way than the modem signals. |
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all_in_1Premium
join:2002-07-05
Beatrice, NE | reply to psafux
We work the Modem out of Spec list daily, if not weekly. If we can not make contact with a customer, we leave a door hanger/letter asking them to call and make an appointment for us to find and fix the problem.
Leakage is a different door hanger for us. |
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| Yes I was told people in MI are getting tagged for modems out of spec's because of telephony. Thats an aweful lot of leakage calls otherwise. I do get those from time to time too though. |
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 VarlikWithout Honor You Will Never Be FreePremium
join:2002-01-06
Anderson, SC | reply to psafux
Has anyone submitted this to the Charter Forum FAQ yet? |
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| My signal strengths have ALWAYS been below -12 dB. I've never had a door hanger (or anything else) from Charter.
Well, they did fix the signal once last fall, and I was up to about -3 dB. That only lasted about 3 months though. Now I'm right back to -13 to -15 dB again.
I don't understand why this can't get fixed long term.
Would signing up for the telephone service 'force' them to fix the signal issues by putting me in a 'higher' priority group?
Jason |
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psafuxPremium,VIP
join:2005-11-10
kudos:2 | If you are having problems with your connection, call in to have a tech come out. If its a repeat call it will get priority. If the tech cannot fix it, they should tell you if its a line issue or something within your home that you are responsible for.
You definitely do not need to buy additional charter services to get a higher level of attention. |
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psafuxPremium,VIP
join:2005-11-10
kudos:2 | reply to Varlik
i am working on a FAQ as we speak that will detail the signals and some more helpful info that will be standard across the company (which was not standard before)
I havent had much time to work on it.. if you want to submit one, by all means, please do! |
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| reply to psafux
Here's mine and I can't even get Charter to answer the phone...I'm so glad to see them go in my area. I've had problems since last August. Connection in the evening goes out about 30 times an hour. During the day it is less about 2-3 times an hour. Charter Tech last year replaced everything in the box outside, also replaced line from box to pole and from box to cable modem. Still the problem keeps getting worse. And now Charter won't even answer the phones when I call...just get the "thank you for your patience.."
Downstream Value
Frequency 693000000 Hz
Signal to Noise Ratio 35 dB
QAM QAM256
Network Access Control Object ON
Power Level 2 dBmV The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
Upstream Value
Channel ID 4
Frequency 32000000 Hz
Ranging Service ID 436
Symbol Rate 2.560 Msym/s
Power Level 57 dBmV |
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