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Intermittent bad speeds, and NOT LOCKED Channels or LOTS of uncorrectables (alternates)
I've been getting packet loss in games, poor speed test results and just intermittent problems for a month or so. I called Spectrum this weekend, the agent on the phone says the modem looks great, she sees nothing wrong on her end. I told her my modem was spewing logs and that two channels were always either 'not locked' or locked with a whole lot of errors (I am perhaps foolishly assuming this is related to the problems I'm seeing)
She sent a tech out and he came out this morning. He too saw that levels looked OK. He came in the house and changed a BAMF two way splitter I had installed last year with a Spectrum approved "Antronix" splitter of similar specs and said that the splitter was probably bad.
Before he came I had remove my (owned) router from the equation because I'd seen the speed and errors issue just directly connecting to the modem via ethernet cable. I took several screenshots of the modem status screen and speed tests to show what I was seeing (because it was sporadic) and because inevitably after a modem reboot or re-sync, the connection is good for some period of time before it starts to deteriorate.
He wanted to log into the router and mess with that but I convinced him we didn't need to worry about that, that I just want to see the problem solved when directly connected to the modem.
After he changed the splitter he had me do several speed tests - they looked fantastic. At that time I checked the status page of the modem, and although the two channels were still 'not locked', the errors had stopped spewing and the connectivity was good.
I was happy with the diagnosis that it was probably a bad splitter.
5 minutes after he left, the speed hit the floor again and again the modem is spewing errors and two DS channels were still problematic. When he was here and shortly after, I was getting 450+Mbps speed tests. Now, they're fluctuating between 8Mbps and 50Mbps. Still connected directly to the modem, no router, no wifi in the equation. (I'm still hooked directly that way now so all screenshots and info below hooked directly via ethernet to modem.)
I really don't know what to do... there's OBVIOUSLY a problem but the tech didn't see it and focused in on a splitter that was customer installed. Me not wanting to introduce the router and wifi to the equation for simplicity seemed to ruffle some feathers too.
The errors I see in the modem are below, they just repeat over and over and over again (and the time is off by -1hr)
Seems like there are the two "states" of the status page from the modem, either "not locked" or locked with errors. It fluctuates between these two states.
When they're 'Not Locked':
When they're locked but showing uncorrectables, the uncorrectables are in the millions. I'm now noticing that after the splitter swap, the modem spends most (but not all) of its time in "Not Locked" versus "Locked" with uncorrectables.
It was ALWAYS channels #18 and #19 before the splitter swap, now I see #19 and #20 as Not Locked.
I'm wondering what kind of help I need. I'm really struggling to communicate with anyone on the phone, and the agent didn't seem to understand what I was saying, and the tech was focusing on signal levels and cabling... and as soon as it looked ok, was done. Of course this problem takes a while to manifest.
Based on what I see, I have to assume (someone please let me know valid or invalid) that the above issue is related to my poor / inconsistent speeds, and aren't just 'normal' values. It also seems based on the GREAT signal levels on every single other DS channel and GREAT signals on the US channels, that this is not a cabling issue... rather something on the head end or perhaps in the street, maybe affecting my neighbors too?
Any help would be appreciated. I'm stuck... pretty frustrated and I don't know how to get this resolved. Maybe I should try a new modem?
Speed test while it's misbehaving (this is hooked directly via ethernet to the modem, no wifi, no router)
The account is either 300 or 400Mbps, I forget which... but it sure ain't 15 :)
Also in case it helps, here is the full modem page showing signal and SNR levels throughout:
Home is in 75028 - Flower Mound, TX
Cable Modem is SB6190 - SW Ver 9.1.93V