Connection not stable

[Weifei_Li]

My internet connect is not stable and off for several minutes from time to time. I am using a SMCD3G modem.

Here is the modem data:

Downstream Channel
Downstream Frequency	657.000366 MHz	650.999023 MHz	663.001587 MHz	674.999634 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	-13.327456 dBmV	-12.985275 dBmV	-14.997867 dBmV	-13.931830 dBmV
SNR	35.595078 dB	35.595078 dB	34.925610 dB	35.595078 dB

Upstream Channel
Upstream Frequency	36500079 Hz
Lock Status	Locked
Modulation	64QAM
Symbol Rate	5120 KSym/sec
Upstream Power	57.0000 dBmV
Channel ID	73

[kraze]

Your downstream power level is a bit out of spec. It should be -10/+10dBmV. Anything out of that range and you could start seeing issues. Have you reset the modems since this issue occurred? Also, do you have any splitters on the path that can be removed from the equation? 

[train_wreck]

The upstream is out of spec as well, above recommended max of 51dbmv and the modem is only bonding a single upstream channel. With signals like these you should be able to call in & get someone out to check.

[Weifei_Li]

Thanks a lot for your replies. Who am I supposed to call and what info I need to provide, and what kind of service I need to request? Let me know your suggestions.

Best,

Weifei

[kraze]

You can call the standard support number. 800.391.3000. Just tell them your problem and one of the steps will be viewing the modems signal. An...