Cable Internet Installer help

[TymmVonD]

So, since I've been at my new residence(7 months), I've had an orange light on Upstream LED of my Arris CM820 cable modem. The tech even mentioned to my wife after the install,"Your husbands gonna complain about that". Speedtest was showing 1ms ping(unrealistic) for months and keeping reasonable speeds close to my paid tier(100/5), but youtube videos still manage to lag behind and buffer?!?! I would have to pause the video for it to catch up. I dealt with it.

 

Anyways...since Christmas, speedtests have been slowing down to 60Mbps down, ping up to 27ms(believable) and I've started looking into my modem's stats.

 

Downstream Power: 4 channels around +12.5db on average, SNR 39.4db on average

Upstream Power: only one channel at 34.75db of power.

 

I've searched LOTS of forums and what I gather is...

 

1)DS power is a bit on the high side, SNR is good.

2)Should have 4 upstream channels. Channels aren't bonding.

3)Upstream channels won't bond if US power is around 52+db. My US power is actually low causing the issue. Can't find info on that anywhere.

 

So, I added a splitter right before the modem.

 

DS power lowered to around +8db on average. SNR down to 36db. US power raised to 39db, but still only one channel, and still an orange light on US LED.

 

And now speedtest is showing 40Mbps on several tests.

 

When I remove the splitter...back to original power and SNR numbers and 60Mbps speedtests.

 

I'm thinking the problem is at the head end.

 

Logs show t3 time outs and dhcp renew warnings.

 

Any thoughts?

[Donut417]

Who is your cable company? Also do they supply 4 Up steam channels? In my area Comcast only gives up 3. I have to say I wish I had upstream power like yours as all my upstream channels run around 50 - 53db. If your renting the modem, it could be the modem, most people who rent equipment dont give a shit about it and may not treat it right. I would see if they would give you a different modem, or you may save some money by buying one yourself. 

 

According to this:https://www.dslreports.com/faq/5862 your signal levels are in the required range. 

 

So I would say defective equipment. Or maybe like you though its an issue on the cable companies side. If you have Comcast, you might find better luck contacting them via DSL reports Comcast direct forums. Ive used this method in the past. Tech came out and said "You must have serous issues, this ticket came from Corporate" He did what was necessary. Plus I think he actually worked for Comcast and wasn't one of those contractors who is paid by the job. 

[TymmVonD]

Who is your cable company? Also do they supply 4 Up steam channels? In my area Comcast only gives up 3. I have to say I wish I had upstream power like yours as all my upstream channels run around 50 - 53db. If your renting the modem, it could be the modem, most people who rent equipment dont give a shit about it and may not treat it right. I would see if they would give you a different modem, or you may save some money by buying one yourself. 

 

According to this:https://www.dslreports.com/faq/5862 your signal levels are in the required range. 

 

So I would say defective equipment. Or maybe like you though its an issue on the cable companies side. If you have Comcast, you might find better luck contacting them via DSL reports Comcast direct forums. Ive used this method in the past. Tech came out and said "You must have serous issues, this ticket came from Corporate" He did what was necessary. Plus I think he actually worked for Comcast and wasn't one of those contractors who is paid by the job. 

Click1.net is ISP. Very small ISP with monopoly on small area. Probably less than 10 employess. I believe they lease(?) their bandwidth/internet services from JEA(another regional ISP). 

 

Can't find any info on their signals or channels. So, they may only support one upstream channel at 16QAM(btw). No def clue, but it's possible.

 

Modem is provided. No rental fee. I used to run and preferred the Cisco 3008 with Charter as the ISP. There are no modem compatibility lists on their site. Have been browsing modems on Amazon despite.

 

53db is too high for upstream. Causes problems exactly like I'm having. I read through 100s of forums and troubleshooting sites over the past few weeks.

 

The link shows both my power levels are slightly outside the "recommended" spec. I'll check out DSLReports forums. Slim chance they have any rep on there though.

 

I had a high level Charter tech team come out once at a previous residence. The contracted installer left me in a similar fashion I am now, but also had an orange downstream light . They came and fixed it up at the pole and my junction box. They even hung out a bit after and tried out PC gaming(console peasants).

 

I read through the legal pdf provided on my ISPs website. "You can obtain a cable modem from us or you may purchase one from most retail electronics sellers. Only devices that have been fully certified by CableLabs as compliant with the DOCSIS 1.1, DOCSIS 2.0 or DOCSIS 3.0 specifications may be used." Seems I can use any compliant modem.

[Donut417]

Well Aris is like the ASUS of modems from what Ive seen. So you should have a solid modem as far as brand wise is concerned. I would contact them and see how many upstream channels you have. 

 

I checked their website. All I have to say is Im sorry. That site is bad. They need to go to square space or something. 

[TymmVonD]

Well Aris is like the ASUS of modems from what Ive seen. So you should have a solid modem as far as brand wise is concerned. I would contact them and see how many upstream channels you have. 

 

I checked their website. All I have to say is Im sorry. That site is bad. They need to go to square space or something. 

Yea I know. Funny you mention...all of their legal pages have squarespace urls ironically. I guess they didn't want to use the pre-made templates. I really appreciate your time researching to help me. Thanks man.

 

I do have a tech coming tomorrow, but my faith is not positive in their team. I'll def post back a solution if we find one. Couldn't find anything similar on the searchable web. Would be nice to have this for anyone who runs into this issue in the future.