Forum Discussion

nhluhr's avatar
nhluhr
New Contributor II
5 years ago

Gigablast service, works after modem reset but ~daily gets capped to 10Mbps

I recently noticed frequent (daily) drops in my internet speed and now that I've been paying attention, I want to share the symptoms and get suggestions on what may be the best solution. It started...
  • nhluhr's avatar
    nhluhr
    5 years ago

    Hi, I just wanted to follow up to say thank you!  A technician came today and did some testing to determine my service cable needed grounding (it was a straight run all the way from pole to modem with no grounding blocks, terminals, or junctions) and a 'pad' to bring the Tx numbers into spec.  Ever since, the connection has been totally stable and reliable.  Problem solved!

Allan's avatar
Allan
Moderator
5 years ago
@NHluhr, The modem is reporting some poor signals on your upstream channels. Are there any splitters or signal amps on the cable line going to the modem? -Allan, Cox Support Forums Moderator.
  • nhluhr's avatar
    nhluhr
    New Contributor II
    5 years ago

    No, the cable comes from the pole at the street to a springy looking physical attachment on the side of my house, and then runs to a penetration in the wall, sealed with silicone, and straight to the back of the modem without any splitters or junctions.  When I moved to this house ~6.5 yr ago, there were multiple junctions spreading the coax to other parts of the house but we removed all those and ran the cable direct.

    On the upstream channels, the power readings are all 29-30 dBmV but my side doesn't show much else (like SNR) for upstream.

  • nhluhr's avatar
    nhluhr
    New Contributor II
    5 years ago

    also seeing this error in the log now instead of the one I mentioned above:

    ""SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=. . ."

    • MaryF's avatar
      MaryF
      Former Moderator
      5 years ago
      Hi Nhluhr,

      We may need to set up a service appointment so that it could be further investigated. Please send us an email to cox.help@cox.com with your full name, account holder's name, street address and details of your issue or a link to your forum post.

      Mary
      Cox Support Forums Moderator
      • nhluhr's avatar
        nhluhr
        New Contributor II
        5 years ago

        Hi, I just wanted to follow up to say thank you!  A technician came today and did some testing to determine my service cable needed grounding (it was a straight run all the way from pole to modem with no grounding blocks, terminals, or junctions) and a 'pad' to bring the Tx numbers into spec.  Ever since, the connection has been totally stable and reliable.  Problem solved!