Spotty Internet Access using Arris Modem

[roamingweylin]

I've got Broadstripe Cable which isn't the best of services out there, and we've had probably about 15 different techs out, some of which claim the power is "too high" and adjust it on the pole, then the next comes out and says it's "too low" and adjusts it back down and it seems to be a never ending cycle of "techs" who have no idea what they're actually doing.

Modem: Arris TM822

Downstream
DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 5 591.00 MHz 3.61 dBmV 37.09 dB 256QAM 27249499 0 0
Downstream 2 1 567.00 MHz 3.81 dBmV 35.60 dB 256QAM 21272633 0 0
Downstream 3 2 573.00 MHz 3.71 dBmV 36.17 dB 256QAM 17637519 0 0
Downstream 4 3 579.00 MHz 3.47 dBmV 36.39 dB 256QAM 16806325 1 0
Downstream 5 4 585.00 MHz 3.65 dBmV 37.09 dB 256QAM 17625074 0 0
Downstream 6 6 597.00 MHz 3.43 dBmV 37.09 dB 256QAM 23441689 0 0
Downstream 7 7 603.00 MHz 3.44 dBmV 36.39 dB 256QAM 12477501 0 0
Downstream 8 8 609.00 MHz 3.31 dBmV 36.17 dB 256QAM 21541305 0 0

Upstream
UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 8 30.50 MHz 47.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 7 25.50 MHz 46.75 dBmV DOCSIS2.0 (ATDMA) 2560 kSym/s 64QAM
Upstream 4 9 37.00 MHz 48.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

I know the problem lies somewhere in all these numbers, but I'm not savvy enough to understand them. Currently the Modem is going through a single splitter from the drop (was going through about 4 before as set up by the cable company) and is hard lined directly into my desktop. Usually I've got a netgear router on it, but my desktop is still hardlined instead of wifi.

Any help would be appreciated.

 

[bill001g]

There are charts that show the recommended numbers based on the number of channels and type pf encoding. I am pretty sure those numbers are fine but they can change so you need to check them from time to time.

The most important numbers are the uncorrectable errors. These indicate data loss. Most times you will see some but as long as the number does not increase quickly it has little effect. Yours are all zero and it appears the modem has been on for a while.

You should get speedtest numbers that are near what the ISP sells you on this connection.

 

[Jones2112]

I've got Broadstripe Cable which isn't the best of services out there, and we've had probably about 15 different techs out, some of which claim the power is "too high" and adjust it on the pole, then the next comes out and says it's "too low" and adjusts it back down and it seems to be a never ending cycle of "techs" who have no idea what they're actually doing.

Modem: Arris TM822

Downstream
DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 5 591.00 MHz 3.61 dBmV 37.09 dB 256QAM 27249499 0 0
Downstream 2 1 567.00 MHz 3.81 dBmV 35.60 dB 256QAM 21272633 0 0
Downstream 3 2 573.00 MHz 3.71 dBmV 36.17 dB 256QAM 17637519 0 0
Downstream 4 3 579.00 MHz 3.47 dBmV 36.39 dB 256QAM 16806325 1 0
Downstream 5 4 585.00 MHz 3.65 dBmV 37.09 dB 256QAM 17625074 0 0
Downstream 6 6 597.00 MHz 3.43 dBmV 37.09 dB 256QAM 23441689 0 0
Downstream 7 7 603.00 MHz 3.44 dBmV 36.39 dB 256QAM 12477501 0 0
Downstream 8 8 609.00 MHz 3.31 dBmV 36.17 dB 256QAM 21541305 0 0

Upstream
UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 8 30.50 MHz 47.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 7 25.50 MHz 46.75 dBmV DOCSIS2.0 (ATDMA) 2560 kSym/s 64QAM
Upstream 4 9 37.00 MHz 48.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

I know the problem lies somewhere in all these numbers, but I'm not savvy enough to understand them. Currently the Modem is going through a single splitter from the drop (was going through about 4 before as set up by the cable company) and is hard lined directly into my desktop. Usually I've got a netgear router on it, but my desktop is still hardlined instead of wifi.

Any help would be appreciated.

Are you using your own Arris modem or is it leased from your ISP? I work for a cable co and troubleshoot customer internet problems remotely but without being able to use my tools to look at your modem, history and wiring then it would be impossible to know what the problem might be. It could also be a problem in the coaxial network within your home, ie bad splitter, connection, cable or it could be the modem itself going bad...

I can tell you that your modem isn't a model the cable I work for issues to customers, they only issue 3 different models and yours isn't one of them.

 

[roamingweylin]

Yeah, it is rented from the ISP. They originally had us on two different Arris modems, then one of the contractors that came out took both of them and left this one. We're debating picking up our own new modem from Best Buy.

As far as Speedtest goes, the numbers equal what we're paying for, however, there is intermittent connectivity issues where I'll be disconnected for a few hours or suddenly the ping skyrockets, despite the DL/UL numbers remaining the same.