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Intermittent Connectivity Issue - Austin, TX

cmerian2cmerian2 Posts: 6
in Connectivity Nov 25, 2018

Ausitin, Texas, 78749. Single family residence. 

Service: Spectrum Internet Ultra ( 400Mb down, 20 up )


Hello, I've been having issues with my connection. For the past month or so my internet connection has been intermittently dropping for about 8 seconds every 2-3 hours or so. This has never occured prior and just recently started happening. When this happens, the lights on the modem stay on as if nothing untowards is the case and the router maintains a connection to devices but does not provide internet. The modem registers events every time this happens.


I have used EMCO Ping Monitor to ping both google and the router's default gateway simultaneously, my computer only ever fails to ping google when the problem occurs, so I know my computer is not losing connection to the router. 


I have had two technicians come by; the first replaced the coaxial cable ( was and still am using rg6 ) to my modem and made sure the outside connections were ok; the second confirmed both the lines to my house and next door neighbor's houses were functioning properly. I do not think any splitters are affecting the connection. 


I have tried using a different modem from the one TWC provided, and have registered it accordingly. I tried using a different router as well, but the same symptoms still present themselves. I also tried using different ethernet cables ( I'm using cat5e ). 


Current Hardware: 

Modem - ARRIS - SURFboard SB6183

Router - ASUS - RT-AC1900


Current modem status page and event logs etc. ( the modem is online according to twc  https://imgur.com/a/uVhKxOO ) : 


Status/Signal page - https://imgur.com/a/HmLCtCj

Event logs - https://imgur.com/a/JT8cfhI

Product Information - https://imgur.com/lbaX5DW

My internet speeds ( I get what was advertised ) : https://imgur.com/a/p1xmrwh


Out of curiosity I have also looked at the Spectrum Analyzer page for the modem 

( ) to see if anything changes from the norm when the problem arises. 

Sure enough the chart goes from this ( normal? ) ( https://imgur.com/a/5h2mptd ), to what I have crudely illustrated here ( probably bad ) ( https://imgur.com/a/10ODU7K ) only when I lose connection. 


I'm not entirely sure what can be done to remedy this but I'm fairly certain my modem and/or router is not to blame as neither show any real indication of being defective. Either way I am planning on replacing the current modem but am not certain that it will fix the problem as the issue may reside beyond my house or at a connection I am unaware of. 


Any help is appreciated. 



  • reds91185reds91185 Posts: 2,452
    Nov 25, 2018

    It's not a modem problem. While technically within spec, the signals are definitely off. Downstream power levels fluctuate too much (anywhere from 1.8 to 6.6 dBmV).  The cause can be difficult to find, but could be temperature related, bad splitters, damaged coax, failing amps, etc. If the techs have checked or replaced everything from the modem back to the demarc point on your house, they may need to go back to the tap or possibly escalate the issue to the line crews to check the mains. 


    The main thing you should do is to not let too much time lapse before you call again for a follow up visit. Multiple visits within a short period of time will get management's attention. If you let it go, the cycle starts all over again.

  • cmerian2cmerian2 Posts: 6
    Nov 25, 2018

    I'll be sure to let them know, thanks. 

  • cmerian2cmerian2 Posts: 6
    Nov 27, 2018

    A tech came to visit, said one of the neighbor's connections was affecting our signal. Whatever he did to fix it made the power levels stabalize but we are still having trouble with our connection. Here's the current status/ event pages: https://imgur.com/a/7zOQFxl


  • cmerian2cmerian2 Posts: 6
    Nov 27, 2018

    A more recent status page: https://imgur.com/a/iMgCmIY


  • reds91185reds91185 Posts: 2,452
    Nov 27, 2018

    The power levels are still out of whack. There's something else going on besides the neighbor issue.  Is the connection problem still happening?

  • cmerian2cmerian2 Posts: 6
    Nov 28, 2018

    Yes, the same problem is still occuring.

    I was thinking about calling again.

  • karlbeckmankarlbeckman Posts: 2,205 ✭✭✭✭
    Nov 28, 2018

    The slope of the received DS signal levels looks to me like your pole drop cable (or underground feed) is waterlogged. 

    The modem expects to see a total signal level variation from weakest  to strongest of only 3 dB.  Your latest posting shows a lowest of -0.6 (22), and highest of +5.0 (2) which is almost double the allowed level variation. 

  • cmerian2cmerian2 Posts: 6
    Nov 28, 2018

    Who would I have to ask for specifically to have this problem looked at? 

This discussion has been closed.