Axis23
10-17-01, 10:04 PM
Hello everyone,
Ok I have this problem that has occured with Charter Pipeline every since I got the service back in Dec. 2000. My return path (sending light) goes out about 2-3 times a week, requiring a tech to come out to my pole and pull something down, and push it back up. They say they are resetting something. For the first month or so (jan. and feb.) they claimed it was all my end. So we had to pay them to come out and run new cables (straight lines from pole to cable modem) with no splits on the drop or line inside house. The signals are almost perfect now when they test it. So they now tell me after I paid all that money and time that it didnt fix the problem, that the problem actually lies with them. So I was mad for a while, but I said ok just please fix the problem. They gave me their word it would get fixed. Now I sit here 10 months later writing this email, and I have yet to see their promises come true. I call 2-3 times a week, sit on hold for 30+ mins at a time just to hear "ok sir we are really sorry, and we understand your problem and are working to fix it hopefully. We will send a tech out tomorrow to turn you back on". The techs dont even bother talking to me anymore, they goto the same pole and do the same thing over and over, and pass me by. They dont wanna talk to me b\c they know im mad.
Anyways, I got fedup with this, and they show no sign of wanting to fix my problem.
So tonight when it went off I started trying tests and ways of fixing it. Heres what I came up with. I can go into winipcfg and release all ips, and usually during the modem's cycle of lights it will come back online, then I hit renew all ips. Usually works, sometimes it doesnt.
I told the tech guy on the phone I was doing this and that the lights would sometimes all come on, and let me stay online for bout 10 mins at a time. He laffed and asked why I was even bothering ?? Im like DUDE AT LEAST I CAN CHECK MY EMAIL. Anyways, he goes on to tell me that hes seeing on his computer screen that the return path (sending) on my cable connection is going up\down very very bad, thus not allowing the modem to lock onto a good upstream channel. Keeping me offline.
Another weird issue with the problem is this. When it goes off (weird times during the week usually 2 times a week), at 11pm at night it will come back on, and go on\off for bout 30 mins. Then around 11:30 pm it stays on solid, at around 8am in morning ... its back off again till 11pm at night again. ROFL does this make sense ??? Sometimes I picture a fat guy at the cable company with a big red button in front of him with my name on it, he hits it to turn me off, the eats a doughnut then hits it again to turn me back on. The whole time laffing with his buddies at me.
Anyways, when loggin into my modem (surfboard 4100) using http://192.168.0.1 ... my down stream power is -4 dBmV, my signal to noise is 34 dB, and my Sending (this is the part where the problem lies) is a whopping +58 dBmV. Now after reading a great cable modem troubleshooting guide, here is what it said about that 58 sending power stream reading.
"The lower this figure is, the better the upstream path to the UBR is. A value within the range +25 to +55 dBmV is within spec, and figures in the forties are the most common. A value at +58 dBmV indicates a poor upstream signal path: some cable modems cannot transmit any more strongly than 58 dBmV, and one cannot tell how far this is below the figure that the UBR would need to see a strong enough signal at its end to maintain satisfactory performance. So, if you are having problems such as the cable modem going offline, and the upstream signal strength is at +58dBmV, then a poor upstream path is a likely contributor to the problem. You should ask your local cable operator to send a technician to adjust (in the streetside cabinet) the signal levels on your CATV feed or return path."
So, my question ... how do I get the blasted cable company (charter) to listen to me ?? They think I am retarded, I keep telling them thats its not me, its them and that this problem isnt going to just go away, its been going off 3 times a week for the past 10 months now !! WHAT CAN I POSSIBLY DO TO SOLVE THIS ?? I already called 2 weeks ago and went off on them, they gave me a month for free. But still, I could care less, what good is it if I cant keep my connection on ?? I would settle for lower speeds if I could just keep it on non-stop. The cable techs told me to keep a log of stuff going on, anything I could find out on my own and pass on to them would help fix the problem. So I started doing this, I have researched my problem to all extents, but when you try and tell the stupid peeps on the tech support line all this stuff they blow you off. Its like they dont want to hear me, they just want to keep sending a tech out to my house, which doesnt even bother stopping to talk to me either .... WHAT DO I HAVE TO DO ???
In closing, Im sorry to scream in areas of this post, you just have to understand where Im coming from. Im paying $60 a month for the gold package (uncapped) and I go off 3 times a week, resulting in about an average of 3 days online each week.
Can anyone help me out ?? PLS !!!
Thx in advance,
Brandon
axis@axis-web.com
Ok I have this problem that has occured with Charter Pipeline every since I got the service back in Dec. 2000. My return path (sending light) goes out about 2-3 times a week, requiring a tech to come out to my pole and pull something down, and push it back up. They say they are resetting something. For the first month or so (jan. and feb.) they claimed it was all my end. So we had to pay them to come out and run new cables (straight lines from pole to cable modem) with no splits on the drop or line inside house. The signals are almost perfect now when they test it. So they now tell me after I paid all that money and time that it didnt fix the problem, that the problem actually lies with them. So I was mad for a while, but I said ok just please fix the problem. They gave me their word it would get fixed. Now I sit here 10 months later writing this email, and I have yet to see their promises come true. I call 2-3 times a week, sit on hold for 30+ mins at a time just to hear "ok sir we are really sorry, and we understand your problem and are working to fix it hopefully. We will send a tech out tomorrow to turn you back on". The techs dont even bother talking to me anymore, they goto the same pole and do the same thing over and over, and pass me by. They dont wanna talk to me b\c they know im mad.
Anyways, I got fedup with this, and they show no sign of wanting to fix my problem.
So tonight when it went off I started trying tests and ways of fixing it. Heres what I came up with. I can go into winipcfg and release all ips, and usually during the modem's cycle of lights it will come back online, then I hit renew all ips. Usually works, sometimes it doesnt.
I told the tech guy on the phone I was doing this and that the lights would sometimes all come on, and let me stay online for bout 10 mins at a time. He laffed and asked why I was even bothering ?? Im like DUDE AT LEAST I CAN CHECK MY EMAIL. Anyways, he goes on to tell me that hes seeing on his computer screen that the return path (sending) on my cable connection is going up\down very very bad, thus not allowing the modem to lock onto a good upstream channel. Keeping me offline.
Another weird issue with the problem is this. When it goes off (weird times during the week usually 2 times a week), at 11pm at night it will come back on, and go on\off for bout 30 mins. Then around 11:30 pm it stays on solid, at around 8am in morning ... its back off again till 11pm at night again. ROFL does this make sense ??? Sometimes I picture a fat guy at the cable company with a big red button in front of him with my name on it, he hits it to turn me off, the eats a doughnut then hits it again to turn me back on. The whole time laffing with his buddies at me.
Anyways, when loggin into my modem (surfboard 4100) using http://192.168.0.1 ... my down stream power is -4 dBmV, my signal to noise is 34 dB, and my Sending (this is the part where the problem lies) is a whopping +58 dBmV. Now after reading a great cable modem troubleshooting guide, here is what it said about that 58 sending power stream reading.
"The lower this figure is, the better the upstream path to the UBR is. A value within the range +25 to +55 dBmV is within spec, and figures in the forties are the most common. A value at +58 dBmV indicates a poor upstream signal path: some cable modems cannot transmit any more strongly than 58 dBmV, and one cannot tell how far this is below the figure that the UBR would need to see a strong enough signal at its end to maintain satisfactory performance. So, if you are having problems such as the cable modem going offline, and the upstream signal strength is at +58dBmV, then a poor upstream path is a likely contributor to the problem. You should ask your local cable operator to send a technician to adjust (in the streetside cabinet) the signal levels on your CATV feed or return path."
So, my question ... how do I get the blasted cable company (charter) to listen to me ?? They think I am retarded, I keep telling them thats its not me, its them and that this problem isnt going to just go away, its been going off 3 times a week for the past 10 months now !! WHAT CAN I POSSIBLY DO TO SOLVE THIS ?? I already called 2 weeks ago and went off on them, they gave me a month for free. But still, I could care less, what good is it if I cant keep my connection on ?? I would settle for lower speeds if I could just keep it on non-stop. The cable techs told me to keep a log of stuff going on, anything I could find out on my own and pass on to them would help fix the problem. So I started doing this, I have researched my problem to all extents, but when you try and tell the stupid peeps on the tech support line all this stuff they blow you off. Its like they dont want to hear me, they just want to keep sending a tech out to my house, which doesnt even bother stopping to talk to me either .... WHAT DO I HAVE TO DO ???
In closing, Im sorry to scream in areas of this post, you just have to understand where Im coming from. Im paying $60 a month for the gold package (uncapped) and I go off 3 times a week, resulting in about an average of 3 days online each week.
Can anyone help me out ?? PLS !!!
Thx in advance,
Brandon
axis@axis-web.com