I have the Extreme 12GBplan with the home wifi modem. (SBG 900)
It drops out all the time. I've had two tech guys over and both of them couldn't do anything to fix the problem. Since February I've had disconnections almost every day (signed up then). Even up to every ten minutes. I really cant take it anymore.

First tech said the input power of the cable was too high and put an attenuator on cable input for the modem.
Still had the problem.

So the tech support thought it could be a problem with the modem. After waiting 9 days for the new modem, it didn't change anything.

The second tech came in and checked the line, said that the attenuator wasn't needed and he couldn't figure out what the problem was. The readout from the modem was fine. "Go post on whirlpool or something"

Resetting the modem via the 192.168... will let me reconnect to the internet.
I know its the cable internet thats dropping out. My PC and laptop (both via wifi) and a second PC connected via Ethernet drop out. The wireless network stays on though.
When it drops out all the lights on the modem remain lit.

Can you post your signal strengths?

Downstream Value
Frequency 507000000 Hz Locked
Signal to Noise Ratio 38.5 dB
Power Level 12.4 dBmV
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading.
HFC MAC Address 00:1E:46:E7:02:E0

Upstream Value
Channel ID 1
Frequency 34000000 Hz Ranged
Power Level 41.0 dBmV

That's without the attenuator, isn't it. I can see why the first tech put one in ... I'd say it is border line. The downstream power is near it's upper limit.

When you lose connection, can you go and capture those figures again to see if there is difference.

Also, check them from time to time to see if they change over time.

Yeah it's without the attenuator. The 2nd tech took it off.
Okay sure. How often should I check them?

How do you know all of these things? I'd like to learn more.

Just lost signal and i got these readings:
Downstream Value
Frequency 507000000 Hz Locked
Signal to Noise Ratio 36.7 dB
Power Level 15.4 dBmV
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading.
HFC MAC Address 00:1E:46:E7:02:E0

Upstream Value
Channel ID 1
Frequency 34000000 Hz Ranged
Power Level 36.5 dBmV

zombipotence writes...

Downstream Value
Signal to Noise Ratio 36.7 dB
Power Level 15.4 dBmV

Power level is too high ... ideally should be between -12 and 12dBmV, but definitely between -15 and 15dBmV.

Upstream Value
Power Level 36.5 dBmV

That is OK, (upper limit is 55dBmV), but being lowish in combination with the high downstream power level means you do need that attenuator.

Was the attenuator in the box outside or inline with your cable from the wall? Do you still have it? If you do, I'd put it back in place.

sorry to hijack, but I get a drop out very infrequently, then it comes straight back on with no intervention from myself.
My readings are as follows:

Downstream Value
Frequency 501000000 Hz

Signal To Noise Ratio 37.8 dB

Power Level 3.3 dBmV

Upstream Value
Channel ID 2
Frequency 18000000 Hz
Power 51.5 dBmV

Everything look ok there?

ah bummer. the 2nd tech took it with him when he left. would you be able to find them in stores? or should i call up BP and ask for one to be sent over?
the attenuator was connected on the cable right before it connected to the modem.

zombipotence writes...

or should i call up BP and ask for one to be sent over?

You should call BigPond and tell them it still isn't fixed.

zombie ive whim'd ya.

bunbry,
you have a high tx level please call bigpond/teletech and request a service call.

how do i get these readings from my modem fellas?

milosh writes...

how do i get these readings from my modem fellas?

Depends on your modem a bit, but point your browser at 192.168.100.1 and select the "Signal" tab or menu item, if it is a Motorola modem anyway.

Don't know with the Netgear units yet.

milosh writes...

how do i get these readings from my modem fellas?

For a SB5100 modem click here 192.168.100.1/signal.html

For a SB5101 modem click here 192.168.100.1/RgSignal.asp

If you have a SB900 (the one with an antenna on top)
Click here 192.168.0.1 (Login with admin/motorola)
Click Cable on the right hand side
Then click signal at the top

Thanks guys! I'll check it when i get home

Downstream
Frequency 507000000 Hz Locked
Signal to Noise Ratio 39 dB
Power Level 0 dBmV

Upstream
Channel ID 2
Frequency 21200000 Hz Ranged
Power Level 40 dBmV

Right now its working fine.. but a few hours ago was torture :(

Milosh
sent u a whIm mate, please reply

i have replied... please reply to my reply

:)

I have been having the same promble as well. I signed up on the same plan 12GB @ 8Mb/s this Thursday 8th May. 80% time I can not load web pages. I have 2 SB5100i's, I have now switched to a second one.
--------Heres my SB5100i-----------
Frequency 501000000 Hz Locked
Signal to Noise Ratio 40 dB
Power Level 7 dBmV
Upstream Value
Channel ID 2
Frequency 18000000 Hz Ranged
Power Level 46 dBmV
----------------------------------­ -
What do u girls/guys think.. If its bad let me know if not ignore<end>
Software Version:
SB5100-2.3.1.6-SCM01-NOSH
Hardware Version: 3
MIB Version: II
GUI Version: 1.0
VxWorks Version: 5.4

if this is of any interest or help, i rarely have a problem with my connection, and dropouts are very infrequent (only had two issues with BP connection of late, but they were nothing to do with the modem).

So, to compare what is supposedly a system/modem working well, here 'tis:

Frequency 507000000 Hz
Signal To Noise Ratio 37.1 dB
Power Level -7.5 dBmV

Channel ID 2
Frequency 21200000 Hz
Power 55.0 dBmV

My cable modem had been playing up big time since Friday (09.05.08) big time.

I am in Altona, Melbourne.

Details :

Freq 507000000 hz
Noise 40.2 dB
Power 3.3 dBmV

Upstream
Channel 2
Freq 21200000 Hz
Power 55.0 dBmV

Modem seems to drop out every hour or so.. sometimes every 5 minutes. Done the usual (power down, removed cable from modem, etc, etc). Nothing seems to work. :(

What I have noticed is that when it is connected under the Status window the only thing that does not say "done" or "Operational" is the "establish Time of the Day" option. In there is says In Progress.

Anyway, had a techy come look at the modem tomorrow, but, I forgot I HAD to go to work.. So, had to cancel the tech visit.

Anybody else is have problems in Melbourne's Western suburbs?

Locura writes...

Upstream
Power 55.0 dBmV

Ouchy. Getting too high. Time to call support.

h3ad5hot writes...

So, to compare what is supposedly a system/modem working well, here 'tis:

I would assess yours as working ... only just.

Power Level -7.5 dBmV

That's OK, but when you consider it in combination with ...

Power 55.0 dBmV

... you are close to having problems.

I had. tech was coming over. But had to cancel it.

Do I need a tech to come out, or is it something they can fix over the phone?

Locura writes...

Do I need a tech to come out

yes

or is it something they can fix over the phone?

no.

Usually, the problem relates to corrosion on the tap in the street.

yeah same problem..now lightning fast internet.. :P

JunkCrusader writes...

Usually, the problem relates to corrosion on the tap in the street.

Ok, I guess I will need to call them again tomorrow. I wish I did not NEED to go to work.

It is a bit odd, the connection is new. Moved into the house only a few months ago.

Everything else has been fine. I think that my power level was in the 40s only a week ago too. Not something I checked a lot myself, if you know what I mean.

I also noticed that somebody had been working on the cables on Friday. No idea if it was Tesltra/Foxtel/Optus. But saw a white truck with a cherry picker near my house looking at the lines..

JunkCrusader writes...

Power 55.0 dBmV

... you are close to having problems.

Hmmmm... so 55 is at the upper limit, not being that savvy in this area, i would assume that needs to be a little lower to be closer to optimal.... although i am not experiencing any sluggishness on the network, would you be able to offer advice on how lowering is achieved please JunkCrusader (may i call you "Junk"? :)) thanks for sharing your knowledge by the way.....

h3ad5hot writes...

so 55 is at the upper limit, not being that savvy in this area, i would assume that needs to be a little lower to be closer to optimal

The upstream power level is the strength of signal the modem has to generate in order for the head end equipment to receive the signal within a certain range. 55dBmV is about the upper limit of what the modem should be generating. The worse the signal loss, the higher the signal level the modem must generate.

although i am not experiencing any sluggishness on the network,

Generally with cable, you don't get speed impacts. It either works or it doesn't (or it gets intermittent).

would you be able to offer advice on how lowering is achieved

Once you start having problems with your connection, you call BigPond and they send a tech around to fix it. 55dBmV is within spec, but only just. The signal levels can vary with weather and temperature.

Conversely, the downstream level is an indication of how close the received signal is to optimum. Just as the modem varies the signal it sends, so does the head end equipment. Optimal downstream signal level is 0 dBmV. It is best if it remains between -12 and +12 dBmV. The outside limits are -15 to 15 dBmV.

If you see a situation where the upstream level is up around 55 and the downstream is negative, then the equipment is struggling to cope with the level of signal loss.

On the other hand, if you see a very low (eg < 40) upstream signal with a high downstream signal (say, > +10), often combined with a low SNR, then you have a very good connection and the equipment is not generating enough signal to get a reasonable SNR. In this case, an attenuator is required to introduce some signal loss.

Location: Yarraville
Modem: SB5100i
Issue: Drop Connection, No Connection
When: Since May 8th 2008
Other: Notice it happens more in evening and on weekends.
I changed the modem as per last post pg1/2nd from bottom. It was fine till now. 10 mins ago I am lagging out, and pages take ages to load (including whirlpool) -- Its started about 10:30 tonight
Frequency 501000000 Hz Locked------
Signal to Noise Ratio 38 dB
Power Level 8 dBmV
Upstream Value
Channel ID 2
Frequency 18000000 Hz Ranged
Power Level 45 dBmV------
----------------
Lets work together on this so we have a leg to stand on if we need to complain, PS this is a second Modem and new on is on the way from telstra as well!

Thank you very much for your help JunkCrusader.... i'll keep an eye on it..... btw, i've had BP cable for ten years and had a tech out once in that time - or twice if you include the install, so i'm doing ok - up until now of course (banging the closest piece of wood i can find) :)

DoSomething writes...

Lets work together on this so we have a leg to stand on if we need to complain,

Your signal levels look fine, so you might have to look elsewhere for the source of your problem. However ... do check your signal levels over time to see if they change.

I had a situation not so long ago where my modem was dropping out. I checked the signal levels and they seemed OK. Restarted the modem and the upstream jumped up to 55, but my connection was good. Over a few hours, the upstream level gradually came down to about 45 and it dropped out again. Not sure what the deal was. I would call support, but it has been solid ever since. I do suspect I am getting close to need ing a service visit to the tap in thr street.

My upstream signal level still varies between 45 and 55, but I have had no further drop outs at this stage.

DoSomething writes...

----------------
Lets work together on this so we have a leg to stand on if we need to complain, PS this is a second Modem and new on is on the way from telstra as well!

Yarraville? is that the Melbourne Yarraville?.

Anyway I just got home.

Internet is working fine now.

Power is still a tiny bit high at 48 dBmV, But very acceptable.

My gut feeling is that they were working on the cables around Newport/Altona/Yarraville over the weekend.

Lets work together on this so we have a leg to stand on if we need to complain, PS this is a second Modem and new on is on the way from telstra as well!

Yarraville? is that the Melbourne Yarraville?.

Anyway I just got home.

Internet is working fine now.

Power is still a tiny bit high at 48 dBmV, But very acceptable.

My gut feeling is that they were working on the cables around Newport/Altona/Yarraville over the weekend.

3rd post
I just finished calling tech support, first thing Monday morning a installer is comming to check it out.

JunkCrusader writes...

I would call support, but it has been solid ever since.

Thanks for the help JunkCrusader. I was waiting for my new schedule (to see when i could call a tech) and things eventually sorted itself out. So far haven't had a drop out in a long time and the signal numbers are good.

DAMN - I have had the nicest tech guy come to my house.. he surprised the hell out of me. He came in and sat down and asked me what problems I was having, he didnt just run to the modem. I told him I have 4 records from the modem and he even looked at my forum post and stated that he could see why I was having issues - IF YOUR upstream power is close to or above 54 book a telstra tech right away. He changed out a few cable connection fitting and added a little autunator that lowered the power.
---------------
Frequency 501000000 Hz Locked
Signal to Noise Ratio 40 dB
Power Level 4 (closer to 0 is the best)was @8 before)
Upstream Value
Channel ID 2
Frequency 18000000 Hz Ranged
Power Level 42 dBmV (was pushing 50 before)

As of last night cable dropped out entirely for me and is still not working (SE Melb).

My SB5100 is displaying Downstream Power -19dbmV, Signal-to-noise 16db (fluctuates when searching on different freq). Upstream Power 8dbmV. No online light showing on modem.

Could the low SNR be the source of the problem (dodgy connections)?

Had similar symptoms before in our area. Over the past 8 years we've had the coax connections outside replaced (corroded?) about three times. There is now very little cable slack left in the conduit (that goes out to the street) - perhaps they may need to run a new line - I don't know.

Locura writes...

Yarraville? is that the Melbourne Yarraville?.
Yes Melbourne -- It started again 6:35pm losing connection, slow page loading and not loading at all, images with a red x in a small box where the image should be. I am trying to work, building websites and billing customers for services and this is getting annoying. Tech was here this morning and confirmed my modem and setup was not the cause.-----------------
Frequency 501000000 Hz Locked
Upstream Value
Channel ID 2
Frequency 18000000 Hz Ranged
Power Level 42 dBmV

teeg writes...

As of last night cable dropped out entirely for me and is still not working (SE Melb).

What Suburb please teeg?

teeg writes...

My SB5100 is displaying Downstream Power -19dbmV, Signal-to-noise 16db (fluctuates when searching on different freq). Upstream Power 8dbmV.

That ain't going to work.

No online light showing on modem.

No surprise there ... you need to call support if you have not already. You need a visit from a tech.

I was having drop out problems also for a while, it turned out to be the box on the street. Got water in it or something?

DoSomething writes...

Yes Melbourne -- It started again 6:35pm losing connection, slow page loading and not loading at all, images with a red x in a small box where the image should be. I am trying to work, building websites and billing customers for services and this is getting annoying. Tech was here this morning and confirmed my modem and setup was not the cause.-----------------
Frequency 501000000 Hz Locked
Upstream Value
Channel ID 2
Frequency 18000000 Hz Ranged
Power Level 42 dBmV

Well, it looks like the cable dropped again a few times today. I was at work, so, I am only going by the router logs.

It also went out a for 20 minutes tonight.

When it does come back everything is fine.

Power Level is not around the 45 dBmV... when it is working.