DPC3825 Losing sync lately - but only during the day

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I'm Here A Lot
Posts: 5

Re: DPC3825 Losing sync lately - but only during the day

I'm on a Cisco DP3825 on a 8x3 provision. However my upstream channels seem to be having a lot of noise on them.

 

 

 Channel 1: 50.2 dBmV

Channel 2: 51.0 dBmV

Channel 3: 49.5 dBmV

Channel 4: 0.0 dBmV

 

My downstream channels are much better:

 

Channel 1: -11.7 dBmV 37.5 dB

Channel 2: -10.7 dBmV 37.9 dB 

Channel 3: -10.0 dBmV 38.3 dB

Channel 4: -11.0 dBmV 37.8 dB

Channel 5: -11.4 dBmV 37.7 dB

Channel 6: -11.3 dBmV 37.3 dB

Channel 7: -10.5 dBmV 37.8 dB

Channel 8: -9.3 dBmV 38.6 dB

 

Yesterday my connection was very stable, I don't know what would be causing this.

 

EDIT: Tried LiveChat, their wait times on Cable/Internet Inquiries are 28 Minutes!! I don't even know anymore. Seems ALOT of people are having problems.

 

I'm Here A Lot
Posts: 7

Re: DPC3825 Losing sync lately - but only during the day

Support says no issue with signal, and that I should replace the modem at Rogers store to see if the issue persists. No concern with having only one upstream channel bonded either. I specifically asked about that.

Edit: was thinking about this and did not answer what package I was on - I have a grandfathered ultimate package, and don't get the increased upload speed, so that's probably why only one channel up.
I'm Here A Lot
Posts: 5

Re: DPC3825 Losing sync lately - but only during the day

Well, that's not very helpful is it. Hmm, haven't had problems since about 2 hours ago but I hope it stays that way. I don't want an unstable connection.

 

 EDIT: Well I spoke to soon 2 minutes later BOOM! no upstream channels. Quick plug out, plug in of the coaxial cable fixed it.

Resident Expert
Resident Expert
Posts: 14,033

Re: DPC3825 Losing sync lately - but only during the day


@joelplaysmc wrote:

Well, that's not very helpful is it. Hmm, haven't had problems since about 2 hours ago but I hope it stays that way. I don't want an unstable connection.

 

 EDIT: Well I spoke to soon 2 minutes later BOOM! no upstream channels. Quick plug out, plug in of the coaxial cable fixed it.


joelplaysmc, what package are you on?  Your number look like they may be a little off...

 

ID 0 1 2 3
Downstream Frequency 591.002075 MHz 596.998779 MHz 603.000122 MHz 609.001343 MHz
Lock Status Locked Locked Locked Locked
Modulation 256 QAM 256 QAM 256 QAM 256 QAM
Symbol Rate 5.360537Msym/sec 5.360537Msym/sec 5.360537Msym/sec 5.360537Msym/sec
Downstream Power 1.496461 dBmV 1.352517 dBmV 1.747323 dBmV 1.891240 dBmV
SNR 37.092701 dB 37.355988 dB 37.355988 dB 37.355988 dB

 

ID 0 1 2 3
Upstream Frequency 30596000 Hz   38596000 Hz 23700000 Hz
Lock Status Locked Not locked Locked Locked
Modulation 16QAM   16QAM 16QAM
Symbol Rate 5120 sym/sec   2560 sym/sec 5120 sym/sec
Upstream Power 43.5000 dBmV   42.0000 dBmV 43.5000 dBmV
Channel ID 6   5 7

 

Those are mine for express (with the SMC)... and generally i find that i next to never have an issue.

 

 

 



I'm Here A Lot
Posts: 5

Re: DPC3825 Losing sync lately - but only during the day

I know there's a problem. My old SMC was much better, I just finished chatting with a Live Agent and he told me there was a bad signal issue.

 

EDIT: Forgot to say I'm on the Express tier, and a week ago my line was fine. The problem started today which I find weird.

I'm Here A Lot
Posts: 5

Re: DPC3825 Losing sync lately - but only during the day

The OP seems to have the same problem his upstream channel signal is 57 which it should be from -30 to +30.

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I'm Here A Lot
Posts: 7

Re: DPC3825 Losing sync lately - but only during the day

I don't think the -30 to +30 is quite correct, at least from my reading online, but indeed, according to "the internet", +57 is generally accepted to be too high. I have read the value should be between +40 and +50.  I swapped out the cable connecting my modem to the drop, and my upstream power dropped to +46 (Similar to others in this thread)

 

Things have been stable all day since.  I will monitor, as I'm not sure why that would make daytime connectivity more sporadic, but hey, who knows....

Resident Expert
Resident Expert
Posts: 6,302

Re: DPC3825 Losing sync lately - but only during the day

Here are my numbers, also off of a DCP3825:

 

Downstream Channels   Power Level:   Signal to Noise Ratio:

                                   1:    -1.3 dBmV      40.9 dB

                                   2:    -1.3 dBmV      40.9 dB

                                   3:    -1.5 dBmV      40.6 dB

                                   4:    -1.5 dBmV      40.4 dB

                                   5:    -1.3 dBmV      40.7 dB

                                   6:    -1.5 dBmV      40.5 dB

                                   7:    -1.8 dBmV      39.9 dB

                                   8:    -1.9 dBmV      39.9 dB

 

Upstream Channels Power Level:

 

Channel 1: 37.5 dBmV

Channel 2: 39.7 dBmV

Channel 3: 37.2 dBmV

Channel 4: 0.0 dBmV

 

Looking at your numbers, -11dBmV seems low. Going back to my university days (its been a while) -3db of anything is down 50%, or down to half power. Converting your -11dBmV to mV shows that you are at 28% of where you should be which in theory is 0 dBmV, or 1mV. Don't know why tech support didn't flag that but obviously at that level, its still acceptable. The problem however is what happens when it drops below that level. I had a similar problem not so long ago. A normally stable DCP3825 started to drop offline for no apparent reason. After a visit from a tech, we ended up with a new cable running from the external distribution box to our house. Problem solved. Out of all the houses on that particular distribution box, there is only one left with the original cable. While the -11dBmV level might still work, my guess would be that the incoming power level is low enough that any further momentary drop in power level within the neighborhood distribution network is enough to kick the modem offline. fwiw....



I'm Here A Lot
Posts: 7

Re: DPC3825 Losing sync lately - but only during the day

Quick update - Changing out my coax between the modem and the drop reduced my upstream power below 50, and this appears to have resolved my issues. Just wanted to put that out there in case someone with the same issue happens upon this thread.

 

Not sure why it only occurred during business hours, but perhaps that's when I'm doing the most uploading - skype calls etc. versus netflix in the evenings.

 

 

Resident Expert
Resident Expert
Posts: 6,302

Re: DPC3825 Losing sync lately - but only during the day

What did the coax change do to your incoming power levels and signal to noise ratios?