internet connection dropping - charter

**aerogurl** · 05-21-06, 08:01 PM

I have charter cable and I live near Hickory NC. I was having no problems and then one day my cable went out. I called the charter number and they said there were outages in my area. This was about a month ago. the next day my cable came back on and since then it has been experiencing intermitent drops in the internet connection. I have a router, so the first thing I did was a straight connection from modem to pc, still had drops. Hooked router and everything back up and drops continued for a week. I called charter several times but they never can find a solution, and while I am on the phone the internet comes back and and they say they cant help from that point on, since I have connection. Its insane. I have a surfboard sb4100 modem and a linksys 2.4ghz router 802.11b. I have the router connected to my desktop tower (which is off right now due to a cpu fan going out, but the problems were the same while the tower was active), and I have a wireless card in my laptop. As far as the cables themselves go, the cable coming into the house has a splitter running one cable to modem and the other to the cable tv, but I have had this for years, it shouldnt be the problem, although charter says thats what it probably is. I bought a new splitter, still drops.

When the internet connection drops out, I can do this: I unplug power to cable modem, unplug cable, uinplug power to router. Reconnect power to modem then reconnect cable, wait for all lights to light up and then reconnect the power to the router. Then I go to my Wireless network connection on my laptop, refresh it and I am back online.... Sometimes I am forced to do this because the connection doesnt come back, but usually it reconnects to the internet within 5 minutes of dropping out.

I have purchased a newer model cable modem on ebay and it should be here within the week. But I am curious if this isnt just a cable issue since the day before this happened there was some sort of outage in my area. This is my log and stats from my modem. Any help is GREATLY appreciated.

Downstream Value
Frequency 681000000 Hz Locked
Signal to Noise Ratio 33 dB
QAM 256
Network Access Control Object ON
Power Level -14 dBmV (Charter says this is normal, Its been -12 before also, never positive)

HFC MAC Address 00:20:40:89:BB:7C

Upstream Value
Channel ID 2
Frequency 31984000 Hz Ranged
Ranging Service ID 81
Symbol Rate 2.560 Msym/s
Power Level 32 dBmV

LOGS

060521191717 7-Information F502.1 Bridge Forwarding Enabled.
060521191717 7-Information F502.3 Bridge Learning Enabled.
060521191717 7-Information B518.0 Baseline Privacy is skipped
060521191716 7-Information I500.0 Registration Completed
060521191716 7-Information I0.0 REG-RSP Registration Response
060521191716 7-Information I0.0 REG-REQ Registration Request
060521191716 7-Information D509.0 Retrieved TFTP Config File SUCCESS
060521191716 7-Information D507.0 Retrieved Time....... SUCCESS
************ 7-Information D511.0 Retrieved DHCP .......... SUCCESS
************ 5-Warning D520.2 DHCP Attempt# 1 BkOff: 5s Tot DSC:1 OFF:1 REQ:1 ACK:1
************ 7-Information D0.0 DHCP CM Net Configuration download and Time of Day
************ 7-Information T500.0 Acquired Upstream .......... SUCCESS
************ 8-Debug T503.1 Acquire US with status OK, powerLevel 29, tempSid 81
************ 8-Debug T505.0 Acquired Upstream with status OK
************ 7-Information T501.0 Acquired Downstream (681000000 Hz)........ SUCCESS
************ 8-Debug T509.0 Acquired DS with status OK, DS Freq 681000000, US Id 2
************ 8-Debug T509.0 Acquired DS with status NO SYNC, DS Freq 111000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 105000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 99000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 93000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 855000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 849000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 843000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 837000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 831000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 825000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 819000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 813000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 807000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 801000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 795000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 789000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 783000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 777000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 771000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 765000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 759000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 753000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 747000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 741000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 735000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 729000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 723000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 717000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 711000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 705000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 699000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 693000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 687000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 681000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 675000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 669000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 663000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 657000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 651000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 645000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 639000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 633000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 627000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 621000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 615000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 609000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 603000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 597000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 591000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 585000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 579000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 573000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 567000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 561000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 555000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 549000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 543000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 537000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 531000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 525000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 519000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 513000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 507000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 501000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 675000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 681000000, US Id 0
************ 7-Information I510.0 *** BOOTING *** SB4100-0.4.4.3-SCM01-NOSH
060521151751 7-Information F502.1 Bridge Forwarding Enabled.
060521151751 7-Information F502.3 Bridge Learning Enabled.
060521151751 7-Information B518.0 Baseline Privacy is skipped
060521151750 7-Information I500.0 Registration Completed
060521151750 7-Information I0.0 REG-RSP Registration Response
060521151750 7-Information I0.0 REG-REQ Registration Request
060521151750 7-Information D509.0 Retrieved TFTP Config File SUCCESS
060521151750 7-Information D507.0 Retrieved Time....... SUCCESS
************ 7-Information D511.0 Retrieved DHCP .......... SUCCESS
************ 5-Warning D520.2 DHCP Attempt# 1 BkOff: 5s Tot DSC:1 OFF:1 REQ:1 ACK:1
************ 7-Information D0.0 DHCP CM Net Configuration download and Time of Day
************ 7-Information T500.0 Acquired Upstream .......... SUCCESS
************ 8-Debug T503.1 Acquire US with status OK, powerLevel 32, tempSid 81
************ 8-Debug T505.0 Acquired Upstream with status OK
************ 7-Information T501.0 Acquired Downstream (681000000 Hz)........ SUCCESS
************ 8-Debug T509.0 Acquired DS with status OK, DS Freq 681000000, US Id 2
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 123000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 129000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 135000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 141000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 147000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 153000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 159000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 165000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 171000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 177000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 183000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 189000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 195000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 201000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 207000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 213000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 219000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 225000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 231000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 237000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 243000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 249000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 255000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 261000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 267000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 273000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 279000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 285000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 291000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 297000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 303000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 309000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 315000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 321000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 327000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 333000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 339000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 345000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 351000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 357000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 363000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 369000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 375000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 381000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 387000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 393000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 399000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 405000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 411000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 417000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 423000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 429000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 435000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 441000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 447000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 453000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 459000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 465000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 471000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 477000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 483000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 489000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 495000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 117000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 675000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 681000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 111000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 105000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 99000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 93000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 855000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 849000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 843000000, US Id 0
************ 8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 837000000, US Id 0

**buckifan** · 05-22-06, 09:12 AM

Downstream Value
Power Level -14 dBmV (Charter says this is normal, Its been -12 before also, never positive)

Upstream Value
Power Level 32 dBmV

They are full of crap. Your downstream level at the CM should be 0 dbmv or better with only one splitter and the upstream level should be much higher. My guess is that after fixing the problem that caused the outage they didn't go back and balance the system.

If they wont roll a truck for an internet problem then call and tell them that your TV picture is noisy and you want a tech to check the signal levels. Do whatever it takes when dealing with Charter.

**aerogurl** · 05-23-06, 07:02 PM

thanks 4 the reply. when i get the new modem & call them to give the mac number, if it still drops ill call & tell them im having problems with the new modem & they need to come out. charter is whack. its a monopoly here, no other choice in internet unless you want dsl or dialup. should be illegal to have a hold on the market.. thanks buckifan!

does this not mean something, i havent seen it on other peoples status reports:

8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 837000000, US Id 0

thanks everyone!

**buckifan** · 05-23-06, 08:29 PM

does this not mean something, i havent seen it on other peoples status reports:

8-Debug T509.0 Acquired DS with status NO FEC lock, DS Freq 837000000, US Id 0

I'm surprised you see it. Debug logging is usually not turned on because the entries are redundant and numerous, and because the size of the log is rather small, more important entries are flushed out. Anyway, when the CM initializes it first looks for the active downstream channel in your system. The log entry above just means that the CM stopped at 837.0 MHz, found nothing, and moved on to the next channel.

From your log it appears that your CM acquired an active downstream channel at 681.0 MHz but the damned debug entries have flushed out the more important entries that might give a clue as to why the CM re-initializes.

I hope the new modem helps too. Customer service is the first thing to go when a company is hip deep in debt and Charter is neck deep. If you're lucky they will sell your system to Comcast or Time Warner to raise some cash.

**aerogurl** · 05-25-06, 08:37 PM

Thought I would give an update...

The new modem came in today. It came with a power cord and nothing else. I unhooked my old modem and hooked the new modem to my current ethernet cable and hardwired it to my laptop to test the modem. It was so damn slow I could barely pull up google.com.

I called Charter and talked to "the guy", a 18 year old snot nosed kid making $6 an hour. It was so funny. After talking to me for 63 minutes and knowing that I knew my way around the pc pretty good for a girl, he had the audacity to tell me that I probably had spyware. I laughed at him. He told me to run scans and call another time.

After running scans (not) I was sitting here and thought, What is not New about this new modem ... THE ETHERNET CABLE! I unhooked my other ethernet cable from the router and used it to hardwire the modem to my laptop and voila! 3mb/sec download speeds, webpages loading so fast I might actually have a chance at winning something on ebay again.

Its been 4 hours and not once has it dropped connection. I plan to get another cable tomorrow, hook the router back up, I am sure all that is fine. I can not believe after a month of dealing with this, not once did a charter tech rep say, "It could be a $3 cable causing that packet loss, try that before buying a new $50 modem" LOL I only paid like $10 for my new modem on ebay anyway.. so it wasnt a total loss, I needed a new one anyway, the other one was like 6 years old.

Anyway.... thanks to all who viewed and "big ups" to buckifan. Remember folks... check the little stuff...

**aerogurl** · 05-29-06, 08:24 PM

PROBLEM IS NOT FIXED. Its not the ethernet cable... here is what my cable modem reads. I have a tech coming out tomorrow.. whats with all the "critial stuff"? Thanks

060529201550 3-Critical T04.0 SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame with
060529201542 3-Critical T01.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol tim
060529201541 3-Critical U02.0 UCD invalid or channel unusable
060529201541 3-Critical I02.0 REG RSP not received
060529201527 3-Critical R02.0 No Ranging Response received - T3 time-out
060529201519 3-Critical T01.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol tim
060529201519 3-Critical T04.0 SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame with
060529201517 3-Critical T01.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol tim
060529201516 3-Critical T04.0 SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame with
060529201501 3-Critical T01.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol tim
060529201501 3-Critical U02.0 UCD invalid or channel unusable
060529201501 3-Critical I02.0 REG RSP not received
060529201443 3-Critical R02.0 No Ranging Response received - T3 time-out
060529201441 3-Critical I02.0 REG RSP not received
060528153956 3-Critical R02.0 No Ranging Response received - T3 time-out
060527174647 3-Critical T01.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol tim
060527174646 3-Critical T04.0 SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame with
060527174644 3-Critical T01.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol tim
060527174643 3-Critical T04.0 SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame with
060527174628 3-Critical T01.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol tim

Downstream
Frequency 681000000 Hz Locked
Signal to Noise Ratio 31 dB
QAM 256
Network Access Control Object ON
Power Level -12 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
Channel ID 2
Frequency 31984000 Hz Ranged
Ranging Service ID 872
Symbol Rate 3.200 Msym/s
Power Level 37 dBmV

**buckifan** · 05-30-06, 11:00 AM

The modem is telling you that the downstream channel is too noisy. Don't let the tech leave until the downstream level is 0 dbmv or better.

**travis2144** · 06-01-06, 07:12 PM

i wouldn't do that, let them do their thing but it should be between plus and minus 5. you con't want to piss off a tech.

**buckifan** · 06-04-06, 08:45 AM

If a tech gets pissed off at a customer during a service call that tech is fired. No ifs, ands, or buts about it.

You have your standards, I have mine.

**travis2144** · 06-06-06, 06:41 PM

Originally Posted by buckifan

The modem is telling you that the downstream channel is too noisy. Don't let the tech leave until the downstream level is 0 dbmv or better.

all i am saying is that sometimes you are not going to hit the modem with 0 or better! you don't know what's coming out of the tap, drop length, digi boxes that are in need of signal ect.....at best i would say i heard that a signal level of + to - 5 is the best for a modem....be nice..it will get your farther than i heard this and that..plus we are talking about charter right:>

**acurban** · 08-24-06, 01:51 AM

here a possible website to test your cable modem wit hexacting details!

If you need to get ALL the data on your cable modem from Charter. here is a great tool as well. You may need to call the company to get the right logins.

http://192.168.100.1/

To LOGON:
Try "user"
"User"

AND ALSO TRY:

"root"
"root"

ALSO>>>> Another issue that I had was a ech had installed an AC powered signal booster on my lines. This in essence, overloaded the modem and causes it to drop and fried mine!!
If you have one, get rid of it!!

**cam123240** · 04-18-07, 03:02 PM

omg are you kidding me Power Level -14 dBmV that is such an unacaaptable power level for a modem it makes me sick to think about it, charter techs are idiots, one day they will tell you this, the nect day they will tell you that, your power level is supposed to be above -12dBmV,

DEMAND that they come out and take a look immediately, i would demand my money back for services that aren't up to their supposedly "high" standards.

Just because charter is a large company do not at all be frightened of them, and please do take a stand. they are money hungry and corrupt, and need to understand their customers are not idiots and will fight back.

THAT IS OUTRAGEOUS, DO SOMETHING ABOUT IT!!!!!!!

**acurban** · 04-23-07, 03:19 AM

CALL THEMM,CALLTHEM CALL THEM!!!! Until YOU, THE CUSTOMER, are satisfied. I did and they finally sent out a smart guy who figured out my issues.
Dont let them tell you that its YOUR problem because it aint!!
Good luck

madmiguel · 05-01-07, 06:25 PM

I have to tell you that I have had this same BS for a month now. 2 weeks ago a tech from Charter came out and sure enough my modem was working. He put new splitters on outside, but I am still having this issue.

Frankly I am tired of calling their support team in the Phillipines. Yea "Joel" over there sure is a nice guy and he really really loves the koolaid!! Cos he is drinking the crap out of it! I will say this though they gave me a $60 refund on the last month.

I have another tech call scheduled for this saturday and maybe they can figure something out. I don't think a new modem is going to fix this issue. My modem has been working fine now since 1999. Yes I know its 8 years old, but I am a big believer in don't fix what isn't broken.

Anyway - anybody got any ideas what the real problem is? My freaking log show that it tried at minimum 65 different channels before it found one that it could train the signal with on the Charter side. I do no think there is anything wrong with my CPE....I think it is Charter's crappy service.

**cam123240** · 05-07-07, 01:32 PM

charter is always doing that maintenace crap and its begininng to get ridiculous

**ridgerunner** · 07-08-07, 10:03 AM

wow a lot of mixed replies lol truth is bottom line check any site you want.

your downstream snr should be above 30 higher the better a normal average is 35

downstream power should not be lower than -10 or higher than +10 ( this also depends on modem manufacturer) however a typical modem is + or - 10
the sweet spot is -0 to -8

upstream snr should be above 29

upstream power should be anywhere from 35 - 53 lower than 35 is not good and neither is above 53

**goblenc** · 07-27-07, 01:12 PM

Hi,

I have the exact same problem and am also in NWNC. My connection comes through Hickory as well. I'm using a brand new modem supplied by charter and my connection drops constantly. I have been treated unbelievably rudely by charter and have put in an order for bellsouth dsl instead. (I'm switching even if it is my modem because charter charges WAY too much for crappy service.) The connection drops makes my Vonage line useless and I can't count how many very important calls I've dropped. Charter insists the problem is with my modem but just like you, it worked fine then got worse and worse progressively. I have updated the firmware in the modem, reset it, unplugged the cable for a time, etc..

Here's my modems info.. If you can tell it's the modem from this info let me know so I can order one thats not a piece of junk supplied by charter. My current one is a netgear cable modem with 4 port router, & wifi, I forget the exact model and it's in a structured wiring box so too much a pain to look at right this sec.

__________________

LOG

Time Not Established Error (4) ToD request sent- No Response received
Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) No UCD's Received - Timeout
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) Unicast Ranging Received Abort Response - Re- initializing MAC
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) Unicast Ranging Received Abort Response - Re- initializing MAC
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
_____________________________---

Connection
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 159000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Disabled Disabled
Downstream Channel
Lock Status Locked Modulation QAM256
Channel ID 26 Symbol rate 5360537
Downstream Frequency 159000000 Hz Downstream Power 1.2 dBmV
SNR 41.6 dBmV
Upstream Channel
Lock Status Locked Modulation QPSK
Channel ID 2 Symbol rate 2560 Ksym/sec
Upstream Frequency 29008000 Hz Upstream Power 51.0 dBmV

A FEW MINUTES LATER -

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 159000000 Hz Locked
Connectivity State In Progress Phy Synchronized
Boot State In Progress Unknown
Configuration File In Progress
Security Disabled Disabled
Downstream Channel
Lock Status Locked Modulation QAM256
Channel ID 0 Symbol rate 5360537
Downstream Frequency 159000000 Hz Downstream Power -3.9 dBmV
SNR 40.6 dBmV
Upstream Channel
Lock Status Not Locked Modulation QPSK
Channel ID 0 Symbol rate 2560 Ksym/sec
Upstream Frequency 0 Hz Upstream Power 61.0 dBmV

(I lost my connection at the exact same time I looked at this info and pasted it...)
___________________

And just for the heck of it... A few minutes later again

startup Procedure
Procedure Status Comment
Acquire Downstream Channel 159000000 Hz Locked
Connectivity State In Progress Upstream Parameters Acquired
Boot State In Progress Unknown
Configuration File In Progress
Security Disabled Disabled
Downstream Channel
Lock Status Locked Modulation QAM256
Channel ID 26 Symbol rate 5360537
Downstream Frequency 159000000 Hz Downstream Power -3.8 dBmV
SNR 40.6 dBmV
Upstream Channel
Lock Status Not Locked Modulation QPSK
Channel ID 2 Symbol rate 2560 Ksym/sec
Upstream Frequency 29008000 Hz Upstream Power 55.0 dBmV

___

As I'm trying to re-connect/After hard reset of modem...

Procedure Status Comment
Acquire Downstream Channel 159000000 Hz Locked
Connectivity State In Progress Upstream Parameters Acquired
Boot State In Progress Unknown
Configuration File In Progress
Security Disabled Disabled
Downstream Channel
Lock Status Locked Modulation QAM256
Channel ID 26 Symbol rate 5360537
Downstream Frequency 159000000 Hz Downstream Power -4.1 dBmV
SNR 40.7 dBmV
Upstream Channel
Lock Status Not Locked Modulation QPSK
Channel ID 3 Symbol rate 2560 Ksym/sec
Upstream Frequency 29008000 Hz Upstream Power 11.0 dBmV
________________________________

Any help appreciated in verifying the cause of this problem! These numbers seem to vary quite a bit...
goblenc@yahoo.com

tass · 07-27-07, 09:02 PM

If you have an aerial drop running from the pole to your house, that's the most likely cause for your problems.

It's not the only possible cause, but it is the most likely. When you say "charter" says it's your equipment was that from a call center or a tech?

There is a big difference, a call center runs a test...basically the same one you posted, and if it looks good while you are talking to them they figure it's your equipment.

**goblenc** · 07-28-07, 05:13 PM

I do have a aerial drop coming to my house. I live in the NC mountains and there are not a large number of people on high speed cable in this area. I was speaking with a customer service person (numerous times) who says my connection was good but when they sent a tech out they also said my signal was good. I don't doubt that when they plug in there tester for a few seconds to my line that it reads fine since there are times it continually works but it always drops out again within 24 hours.
Thanks for the help!

InfaZorak · 07-30-07, 07:25 PM

Begining of the month, I started loosing my connection for a few hours a day. Then I was only online for a few hours a day, now I've been solid down since July 9th. I had two service tech's come out. The first one of course came out while the connection was running (it hadn't been for 48 hours before then). The most recent one ran tests on the equipment outside and said everything was normal (a previous case had been opened on the equipment and was resolved). I told him that I had replaced the in-wall splitters. I knew which box the main coax came into, removed the panel and he tested the line. Sure enough, the signal on the line was poor. My TV channels from 2 to 14/16 and from 40 - 99 are fuzzy. We both came to the determination that the old RG-59 cable in the wall needed to be replaced.

Unfortunately, this is an apartment and they can't touch the cable. I'm going to have to fight it out with my apartment complex to get it replaced.

My thought is, is it possible for me to find a way to run a cable directly from the outside box into my apartment in the meantime so I'm not without internet access any longer.

I don't know specifically which box it is. There's a small green box on the back of the building labled "charter" that looks to be about 12x12x4. I didn't try to open it. Is this where the main cable would come into the building? If so, it'd be really easy to pull off with a length of about 200 ft of cable.

I'm in Atlanta, and our customer service team are American, at least during the daytime. I tried calling during the evening hours (After 12am) and either got somebody in the US on a foreign visa or from overseas. I really don't think our customer service people are all that bad, for a first-tier support team. Can't really fault them since they're the first-line of defense, and they have to read off a script. I play along, as annoying as it is, 15 years in networking, 7 working on global WAN's I know my way around PCs, servers and network hardware. But I understand with my dealings with my own company's network providers. It's the field-engineers who are the ones who really need to know their stuff.