Good evening, I am needing some assistance as we seem to be getting nowhere with the local support. Nearly a month ago a series of outages started impacting internet service. We scheduled a tech who came out, called from up the road on day of appt, asked if internet was still dropping (said he already knew it was). Tech said every house he had stopped at had the same issue, insane amount of noise on the line that was dropping everyones connection off our node He stated they had seen it for days but that they did not want to classify it an area outage due to it usually recovering itself. On this day (10/22) it did not recover so he was able to take the data and send it up. Maintenance came out later in the day and restored service. Tech could see all levels at my (and other customers) modems were in tollerance, but US SNR was dipping below 20.
That only lasted a few days and the cut outs started again. These typically start in the evening hours, getting worse overnight. It did not appear to be temperature related. If you checked the signal levels at the modem, they were all still in range, with the 16 down all within +/- 2 and snr's 41+ and 3 US channels around 46 power and no error messages in the logs. Last night we lost service all evening/morning and only had a 3 degree movement in temps (67-70 degrees) so it does not appear to be temp driven.
This past weekend it got really bad again, starting Friday afternoon the internet would just stop. The modem still showed connected to 16 down/3 up with all levels in range, just no internet service. The one thing my modem does do when this happens is that the DS light that normally is solid green will flash just once every minute or two. If I force a reboot, it will then struggle to regain connection with the cycle getting stuck at the "online/status" step where that light just flashes but will eventually reconnect with green lights down the front bonded to multiple DS/US channels as usual, but no internet service and the DS will again do the every minute or two single quick blink.
Right now for example, it's doing it again. Bonded to 16 down and 3 Up channels, all in range but no internet service.
What is galling is that I had a tech scheduled for earlier today - they called about 1400 and claimed they fixed it and wanted to cancel the appointment. Less than 3 hours later, it started dropping again and now I have no internet again and cannot get another appt until end of the week. This has been going on for weeks, and should have been addressed today instead of saying it was fixed when it clearly was not. When he called earlier he again confirmed it was an area problem and that maintenance had come out around 0930 to fix it. Whatever they are doing is NOT fixing the problem. Considering they are able to get it to stop for awhile I assume they know what is driving it, but how do we get them to fix it? We are not paying to have internet just 10-12 hours per day and nearly a month since this started we seem to be no closer to a resolution.
We had this same scenario happen about 3-4 years ago and it took 4 months and Bainch stepping in to finally get it fixed. What do we need to do this time around to get it addressed?
Below are my current levels - mind you I have no internet service at the moment:
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 7 159000000 Hz -1.2 dBmV 43.1 dB 0 0
2 Locked QAM256 2 117000000 Hz 0.1 dBmV 43.8 dB 0 0
3 Locked QAM256 3 123000000 Hz -0.2 dBmV 43.6 dB 0 0
4 Locked QAM256 4 129000000 Hz -0.5 dBmV 43 dB 0 0
5 Locked QAM256 5 147000000 Hz -0.3 dBmV 43.5 dB 494 1172
6 Locked QAM256 6 153000000 Hz -0.7 dBmV 43.2 dB 645 1117
7 Locked QAM256 1 111000000 Hz 0.2 dBmV 43.9 dB 544 1156
8 Locked QAM256 8 165000000 Hz -1.6 dBmV 42.4 dB 423 1160
9 Locked QAM256 9 171000000 Hz -1.7 dBmV 42.4 dB 775 1519
10 Locked QAM256 10 177000000 Hz -1.8 dBmV 42.3 dB 765 1400
11 Locked QAM256 11 183000000 Hz -2 dBmV 42 dB 869 1335
12 Locked QAM256 12 189000000 Hz -2 dBmV 42.5 dB 0 0
13 Locked QAM256 13 195000000 Hz -2.1 dBmV 41.9 dB 753 1464
14 Locked QAM256 14 201000000 Hz -2.6 dBmV 42.3 dB 645 1275
15 Locked QAM256 15 207000000 Hz -3.1 dBmV 41.2 dB 696 1492
16 Locked QAM256 16 213000000 Hz -3.8 dBmV 41.5 dB 1151 2338
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 36500000 Hz 47.8 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 29750000 Hz 47.8 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 22750000 Hz 45.3 dBmV
I have a netgear CM500 modem. All lights are solid green, with the DS light doing the single flash every 25-45 seconds on average. Trying to access anything online it will just timeout, occasionally we will get a burst of data but it dies as soon as it blinks the DS light again. Last night we lost internet and TV - they declared an area outage but only fixed the tv, internet remained down until 930 this morning.
Any assistance you can provide would be appreciated, with getting the appt they cancelled today moved earlier and/or getting this fixed once and for all. Thanks
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