Intermittent disconnects

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Moderator
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Posts: 819

Re: Intermittent disconnects

Hello @juanvs,

 

Thank you for your post and welcome to the Rogers Community Forums! 

 

As someone who works from home often I can totally understand how disruptive it can be when the Internet keeps dropping on you.

 

We appreciate you being so thorough about this as it definitely helps speed up the process knowing everything that has been done up to this point. We'd like to run some tests on our end and review the notes on your file left by the technicians and the agents you've spoken to up until now. We'll be able to better determine the best course of action going forward once this has been done.

 

Please send us a Private Message to @CommunityHelps so we can get started on this for you. If you are not familiar with our Private Messaging system please Click Here

 

We look forward to hearing from you! 😃

 

RogersTony

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Posts: 6,600

Re: Intermittent disconnects

@RogersTony@juanvs, I don't have time at the moment for a long explanation, but, @juanvs post shows a worst case and best case scenario.  The first signal levels show the modem running with 6 DOCSIS 3.0 channels downstream and a single channel upstream.  That's not good news.  There should be 32 channels downstream for the DOCSIS 3.0 signal levels and 3 channels upstream for the DOCSIS 3.0 channels upstream.  Running a signal check at the point in time would result in an automatic failure and tech visit.  The second set of signal levels have DOCSIS 3.0 signal to noise ratios at their bottom range if not slightly less.  The upstream levels are elevated for a modem that is running DOCSIS 3.1 on the downstream side.  They should be in the 30 to 32 dBmV range for this modem.  So, there is a signal loss in the lower frequency range and that most likely affects the DOCSIS 3.1 OFDM channel as well.  

 

From what @juanvs has indicated so far, the techs so far have done nothing but play around the edges on this issue.  He has also indicated that the cable enters the apartment from the outside, so, the cable is exposed to the elements and most likely needs to be replaced in its entirety.  @juanvs I'm assuming here that your apartment is one of those where the cables have been strung up the side of the building, connecting to each apartment independently.  Please correct me if I'm wrong on that one.  Depending on the height of the apartment this is most likely going to take a Rogers tech, and possibly a maintenance crew to change the cable.  Swapping attenuators and connectors obviously hasn't worked so far, that only leaves the cable itself.  Swapping connectors can resolve massive signal loss issues, but, in this case, it doesn't appear to have worked.  Someone is going to have to bite the bullet and get on with swapping the cable instead of taking the easy way out and punting the problem down the road for the next tech to come along and do the exact same thing.  

 

@juanvs, great post.  Don't worry about the length of the post, many of my posts are considerably longer.  The best time to call is during the signal outages.  Hopefully they last long enough for you to contact Tech Support and have the CSR run a signal check.  The fact that the modem is rebooting is due to the modem attempting to regain contact with the Cable Modem Termination System, which provide modem control and data services.  That's a sign of cable and/or connector problems, usually resolved by replacing both. 

 

Fwiw, your modem is running DOCSIS 3.1 on the downstream side, DOCSIS 3.0 on the upstream side.  The downstream DOCSIS 3.0 signals, or lack thereof are a moot point as they aren't used, but, the problems are a good indicator that you can expect to see problems with the DOCSIS 3.1 downstream channel.  So, given what you posted for the first set of signal levels, I'm not surprised that your having problems. 

 

Edit:  put Tech Support on speed dial and don't hesitate to use it.  Call as often as you have outages, if that's what it takes to see that this is finally resolved.  Numerous calls on record for signal dropouts will get the point across eventually. 



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Posts: 2

Re: Intermittent disconnects

Slow internet Speeds & T3 Timeouts

 

Over the last few years, I have been having T3 timeouts rather consistently, averaging once per day and slow speeds. Although it was not a huge deal, in the beginning, it is starting to be disruptive to my current lifestyle.  I will attach the record of interactions and things that have been done to solve the problem, along with the modem information. If anyone, Rogers employee or fellow customer, has ANY idea of what it could possibly be and how I get Rogers to take me seriously, I would really appreciate it as I'm at my wits end! I suspect something from the tap to the node or CMTS may be the culprit.

 

Here is my most recent DOCSIS Event Log - Note the techs were here May 19 10am-11am and May 22 from about 3:30-5 pm

DOCSIS Logs

The DOCSIS event logs is shown here

No. Time Type Priority Event
1 05/19/2018 10:50:24 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
2 05/19/2018 10:50:32 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
3 05/19/2018 11:09:09 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
4 05/19/2018 15:48:11 84020200 warning Lost MDD Timeout;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
5 05/19/2018 14:58:20 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
6 05/21/2018 09:59:11 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
7 05/22/2018 15:54:23 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
8 05/22/2018 15:54:29 84020200 warning Lost MDD Timeout;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
9 05/22/2018 15:54:49 82000400 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
10 05/22/2018 16:17:53 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
11 05/22/2018 16:18:03 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
12 05/22/2018 16:20:47 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
13 05/22/2018 16:20:53 84020200 warning Lost MDD Timeout;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
14 05/22/2018 16:21:17 82000400 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
15 05/22/2018 16:22:32 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
16 05/22/2018 16:22:32 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
17 05/22/2018 16:22:37 84020200 warning Lost MDD Timeout;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
18 05/22/2018 16:22:52 82000100 critical No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
19 05/22/2018 17:04:43 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
20 05/23/2018 12:33:41 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;

 

 

DOCSIS Overview
Network Access Permitted
IP Address  
Subnet Mask 255.255.240.0
Gateway IP Address  
DHCP Lease Time 😧 06 H: 23 M: 13 S: 21
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 645000000 256QAM 3.000 15 35.780
2 849000000 256QAM -0.600 2 35.595
3 855000000 256QAM -0.900 3 35.084
4 861000000 256QAM -1.200 4 35.595
5 579000000 256QAM 1.600 5 35.780
6 585000000 256QAM 2.200 6 35.595
7 591000000 256QAM 2.500 7 35.595
8 597000000 256QAM 2.400 8 35.595
9 603000000 256QAM 2.300 9 35.780
10 609000000 256QAM 2.500 10 36.387
11 615000000 256QAM 2.800 11 36.387
12 621000000 256QAM 2.600 12 36.387
13 633000000 256QAM 2.800 13 36.387
14 639000000 256QAM 3.200 14 36.387
15 303000000 256QAM 0.800 1 35.780
16 651000000 256QAM 3.400 16 36.387
17 657000000 256QAM 3.100 17 35.780
18 663000000 256QAM 2.900 18 36.387
19 669000000 256QAM 2.700 19 36.387
20 675000000 256QAM 2.800 20 36.387
21 681000000 256QAM 2.500 21 35.780
22 687000000 256QAM 2.500 22 35.780
23 693000000 256QAM 2.400 23 36.175
24 699000000 256QAM 2.600 24 36.387
25 705000000 256QAM 2.300 25 36.387
26 711000000 256QAM 2.100 26 36.387
27 717000000 256QAM 1.800 27 35.780
28 723000000 256QAM 1.600 28 36.387
29 825000000 256QAM 0.000 29 35.780
30 831000000 256QAM -0.200 30 35.780
31 837000000 256QAM -0.400 31 35.595
32 843000000 256QAM -0.200 32 35.780
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 NA NA NO NO NO NA
1 4K 290600000 YES YES YES 1.599998
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 38596000 ATDMA - 64QAM 37.250 3 3200000
2 30596000 ATDMA - 64QAM 32.000 1 6400000
3 23700000 ATDMA - 64QAM 31.250 2 6400000
OFDM/OFDMA Overview
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size
0 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K
1 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K

 

Speed Tests:

Current hard-wired speed test on fast.com is 480 mbps. No other devices are on the network during this test. Typical tests range from 150 - 500 Mbps depending on the time of day using both speedtest.net and fast.com. Running Windows 10 on a Lenovo Yoga11e. I am subscribed to the ROGERS IGNITE GIGABIT - UNLTD package  (I understand it won't be perfect 1.0 Gbps speeds and was told 700+ is acceptable).

 

This is what has been done:

6-Dec-17       Booked technician. Upgraded to GB plan "more bandwidth should solve the problem"
10-Dec-17     Technician at House Used handheld device to test signal on lines. 
18-Dec-17 11:02 PM 23 min   Phone call - Dropouts and slow speed.
December     Technician at House Tested signal on lines; changed part in box on house. No solution resolved. Claimed there was no code to indicate problem was beyond house.
30-Apr-18 4:47 PM 25 min   Called to find out why the internet was out. Automated message said there was a scheduled outage in the area (mall being demolished). Requested more information about any more scheduled outages due to the mall demolition - could not provide any. Re-voiced concerns about internet dropping - booked in-home technician to complete this. Also reported exposed wire coming from tap on lawn of Unit 91 - representative booked a team to come look at the wire.
1-May-18 9:24 PM 52 min   Recall to report internet issues. Representative was impatient and rude. Did not understand why two technicians were booked and assumed the exposed wire was the cause of the house issues, which had been going on since Feb. 2016. Blamed me for not calling consistently to report dropped connections. Said that the previous "T3 Timeout" was probably not linked to the current one. Made all sorts of conjectures that were unfounded and lacked evidence. Technicians booked: one for house and one for lawn wire
5-May-18 7:01 PM 39 min   Made sure the technician scheduled for tomorrow to be prepared to lay cable. Re-booked technician
6-May-18 8:00 AM   Technician at House Tested all wires in house. Moved modem to best wire. Forwarded issues to maintenance.
6-May-18 10:00 AM   Technician at House Came to see the exposed wire
8-May-18 Approx. 4 pm Technician at House Unscheduled. Technician came back claiming maintenance "finished a job" and then removed filter from garage. Internet still slow.
8-May-18 4:42 PM 17 min   Representative said they would send issue off to IT team for remote testing. I should hear back in 2-3 days. No response from IT team received.
16-May-18 8:48 PM 57 Min   Representative tested modem remotely: turned off wifi and extra ethernet ports so only laptop was hardwired. Speeds still below 500. Restarted modem remotely and noted that the system was not picking up the modem. Scheduled technician
19-May-18 10:00 AM 60 min Technician at House Hooked line from tap on lawn directly to a new modem. Same low speeds as a result. Said he would pass off to maintenance.
19-May-18 10:57 AM 24 Min Chris (Manager) Claimed the Supervisor of a maintenance team would be out to do repairs on Mon. may 21 between 2-4pm. Claimed teams were working on the holiday Monday and that the problem would be fixed the same day.
19-May-18 3:48 PM 18 Min Kaman (Manager) Looked into the file and realized booked technician was not equipped to deal with problem. Rescheduled different technician team for Tuesday May 22 at 12pm.

21-May-18

 10:13 PM  11 min   Called to double check timing for technician. Told 11-2.

22-May-18

    Technician at House arrived late - call at 2:15 PM  Was supposed to be there between 11-2. 
22-May-18 2:20 PM   Charity - Manager I1180477335 Was told the only option was to have someone call back and book a senior technician for another day as "they are high in demand"
22-May-18 Approx 3:30 PM Technician at House Tech Hardwired his computer to the modem and "ran tests" Used a handheld device and tested wireless signals around the house. Said everything was fine on the wireless. Tech "ran more tests" on his computer. Went outside to examine the wiring from the outside box on house to the box on lawn (tap?). Final diagnosis was the printer was causing the slow speeds on the network (has been disconnected and unplugged since) and the Netgear Nighthawk X6 router was interfering and causing slow speeds (even on hardwired devices). Changed wireless networks to available frequencies, ensuring as little interference as possible. Replaced cable from garage to outlet upon request (I wanted to make sure the cables in the house were not the issue). Speeds hit max. of 750 Mb/s that evening and within a few hours went back to below 500 Mb/s.
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Posts: 4

Re: Intermittent disconnects

Hello everyone.

I use a laptop to wirelessly connect to the internet and it worked pretty well for the most part. I have noticed some severe disconnects and hanging since my family got a new modem though. What is strange is that other devices such as my phone seem to work well with the new modem but my laptop does not. I have updated the drivers for my laptop's wireless adapter but that has not fixed the issue.

 

I know that is vague but I cannot figure out what this issue is. Sometimes I will lose the wifi signal completely and other times I will lose my internet connection while the signal is still strong. I use my laptop usually down the hall from the router so I doubt it is a distance issue. Any advice would be greatly appreicated.

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Posts: 819

Re: Intermittent disconnects

Hello @rferts & @robcavanagh,

 

Thank you for your posts and welcome to the Rogers Community Forums! 

 

An intermittent internet connection can become super disruptive and annoying especially if it happens when you are in the middle of something. =(

 

@rferts, considering how many technicians we've had out recently I definitely recommend having a Senior Technician visit your home. They are able to spend more time and discuss with the previous technicians that have been out to ensure we find a solution to this matter. We have received your Private Message and we look forwarding to discussing with you more in depth, privately.

 

@robcavanagh, I know this may not be what you'd like to hear but it sounds like it could be an issue with your laptop since other devices work fine. Is your laptop older compared to the devices that seem to be working fine? Are you connecting via the 2.4G or 5G Wi-Fi network on your laptop?

  

RogersTony

 

 

I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects

@RogersTonyI suspected as much to be the case with my problem. I am currently connected via a 2.4G Wi-Fi network. The laptop itself is just about three years old. Not new but not that old by any stretch. I thought I would ask around the Rogers forums because my problem occurred only after the new modem and router was installed and I wondered if anyone had similar problems. Yet it does only happen with the one device as my phone does not seem to have a problem if it is close enough to the router.

 

EDIT: Things have gotten smoother after I asked the troubleshooter to diagnose the network adapter. I will have to see whether the fix is permanent. Not sure what it fixed to be honest.

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Posts: 2

Re: Intermittent disconnects

@Datalink @RogersTony Thank you both for your responses. 

Yes, the cable is on the outside of the building, who knows how long it's been sitting there, and right now it's suspect number one for my signal issues. Our cable, however, doesn't come directly, it looks like there's a single cable going up the wall, and I assume a splitter on every floor, which serves two units. This would obviously complicate things, since I don't know if it's the main cable, the splitter, or the cable to our unit that's faulty. There's a metal shield over the whole thing so I can't actually tell if this is in fact the setup. 

Over the past week we got a visit from a third technician, I never actually saw him so I assumed he just worked on the outside of the building, and there was no change to our problem. Rogers then had a senior technician come, he couldn't find any issue with the connections at the apartment (the previous technicians already had changed everything), and all the while he was there the connection was strong, all the signals were perfectly fine. He probably did suspect a lager issue and told me to give him a call if we got the problem again. As expected we got drops in connection again just a few hours after he had left. I have since contacted him, and he has talked with his supervisor. He told me another unit in my building was having the same issue, so he would refer (to Rogers?). He said it would take 48 h after that for a fix, I guess a crew will have to come and change a cable. This was yesterday, so I will give it a couple of days to see if anything has changed. 

@RogersTony if by then there's no improvement I will go ahead and use private messaging.

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Posts: 3

Re: Intermittent disconnects

Intermittent Disconnects CGN3AMR

 

Hello everyone,

 

I am reaching out to try to help solve this very frustrating issue. Two weeks ago my modem started disconnecting or rebooting every  20 minutes or so. I have exchanged the modem 3 times, to no avail. The latest modem is silver as opposed to black, and it seems to be better, but it is still happening intermittently.  


I have had two techs come out - the first one suggested I turn off IPv6 functionality on windows 10 computers I own, but that did not solve the issue. Otherwise he noted nothing seemed off. When the second tech arrived, nothing seemed off and everything seemed to work fine. 

 

If I log into the modem and check out the DOCSIS Event log I get the following (noting only the last couple of errors, but there are far more):

20 06/04/18 21:54:43 82000200 critical No Ranging Response received - T3 time-out;
21 06/04/18 21:54:43 82000300 critical Ranging Request Retries exhausted;
22 06/04/18 21:54:43 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;
23 06/04/18 21:54:44 82000300 critical Ranging Request Retries exhausted;
24 06/04/18 21:54:44 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;
25 06/04/18 21:54:44 82000300 critical Ranging Request Retries exhausted;
26 06/04/18 21:54:44 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;
27 06/04/18 21:54:49 82000200 critical No Ranging Response received - T3 time-out;
Clear
 
 
A senior technician is going to be calling and setting up an appointment, but at this point I've called Rogers multiple times and re-explained the situation. I'm not sure what other information I can provide, and I'm frustrated because I've had reliable internet for 3 years prior to two weeks ago. Can anyone make sense of these DOCSIS logs? I'm at a loss.
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Posts: 1,099

Re: Intermittent disconnects


@nml87 wrote:

Intermittent Disconnects CGN3AMR

 

Hello everyone,

 

I am reaching out to try to help solve this very frustrating issue. Two weeks ago my modem started disconnecting or rebooting every  20 minutes or so. I have exchanged the modem 3 times, to no avail. The latest modem is silver as opposed to black, and it seems to be better, but it is still happening intermittently.  


I have had two techs come out - the first one suggested I turn off IPv6 functionality on windows 10 computers I own, but that did not solve the issue. Otherwise he noted nothing seemed off. When the second tech arrived, nothing seemed off and everything seemed to work fine. 

 

If I log into the modem and check out the DOCSIS Event log I get the following (noting only the last couple of errors, but there are far more):

20 06/04/18 21:54:43 82000200 critical No Ranging Response received - T3 time-out;
21 06/04/18 21:54:43 82000300 critical Ranging Request Retries exhausted;
22 06/04/18 21:54:43 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;
23 06/04/18 21:54:44 82000300 critical Ranging Request Retries exhausted;
24 06/04/18 21:54:44 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;
25 06/04/18 21:54:44 82000300 critical Ranging Request Retries exhausted;
26 06/04/18 21:54:44 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;
27 06/04/18 21:54:49 82000200 critical No Ranging Response received - T3 time-out;
Clear
 
 
A senior technician is going to be calling and setting up an appointment, but at this point I've called Rogers multiple times and re-explained the situation. I'm not sure what other information I can provide, and I'm frustrated because I've had reliable internet for 3 years prior to two weeks ago. Can anyone make sense of these DOCSIS logs? I'm at a loss.

I get a few of those errors, I believe they could be pointing to an issues with the MDU/CMTS. I suggest you send a PM to @CommunityHelps asking them to run some tests to determine if the issue effects just your modem, or other people on your MDU. Can you also log into the modem and post the DOCSIS WAN signal levels. Since the modem keeps rebooting that points me towards a signal level or MDU/CMTS issue. Also the odds of getting 3 bad modems...



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Re: Intermittent disconnects

Hi there,

 

Thanks for reply! Yesterday it only happened a handful of times, I thought maybe it had resolved itself. Still haven't heard from a senior tech - I had to call back AGAIN and book another senior tech. It's getting pretty frustrating. Here are the latest signal levels I pulled a few moments ago:

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1639000000256QAM-2.5001438.605
2579000000256QAM-3.000538.983
3585000000256QAM-3.000638.983
4591000000256QAM-2.800738.983
5597000000256QAM-2.200838.983
6603000000256QAM-2.200938.983
7609000000256QAM-2.3001038.983
8615000000256QAM-2.9001138.983
9621000000256QAM-3.0001238.983
10633000000256QAM-2.7001338.983
11303000000256QAM-2.800138.983
12645000000256QAM-3.1001538.605
13651000000256QAM-3.3001638.605
14657000000256QAM-3.6001738.983
15663000000256QAM-4.2001838.983
16669000000256QAM-3.8001938.605
17675000000256QAM-3.4002038.983
18681000000256QAM-4.1002138.605
19687000000256QAM-4.3002238.605
20693000000256QAM-4.5002338.605
21699000000256QAM-4.5002438.605
22705000000256QAM-4.2002538.605
23711000000256QAM-4.1002638.605
24717000000256QAM-3.8002738.605
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
138596000ATDMA - 64QAM39.00033200000
230596000ATDMA - 64QAM37.00016400000
323700000ATDMA - 64QAM35.50026400000