Signal Loss - MoCa Network w/Tivo Bolt

Discussion in 'TiVo Help Center' started by Rick`D, Dec 10, 2019.

  1. Rick`D

    Rick`D Member

    43
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    Dec 20, 2017

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    Hello.
    I received some outstanding support when I setup my moca network and Bolt Tivo approximately two years ago (my most sincere gratitude for everyone's support!). I have recently (4-6 months) experienced a signal loss with the main cable line coming to the house. No problems with the setup or components up until this most recent signal loss issue. Spectrum support has been out to the house 6 or 8 times and verified a strong signal to the house. One tech suggested to replace one of the initial splitters inside the house (which I have done) although we continue to have the random signal loss most everyday.

    What typically happens is that we notice loss of internet and verify the loss with no signal at the modem. I disconnect the main line from outside and disconnect the the line going to the modem. I then connect the main line form outside to the modem and wait for it to power-up. Once it's back up I disconnect the main line form the modem and reconnect that line to it's original spot (a 3-1 splitter going to a tuning adapter, the cable modem and the Bolt). I also reconnect the line from the same splitter back to the cable modem. This happens a couple of times a day.

    I have done some searching on the forums here and also online in general and have not been able to come up with a solid explanation for what might be going wrong. I would appreciate any guideance in this area you would be able to provide.

    Thank you in advance.

    RickD
     
  2. kpeters59

    kpeters59 Well-Known Member

    2,988
    615
    Jun 19, 2007
    Houston, Texas
    What method are you using to "Verify" no signal?

    Do you have a DOCSIS 3.1 modem?

    -KP
     
  3. Rick`D

    Rick`D Member

    43
    14
    Dec 20, 2017
    The indicator lights on the modem. It's guesswork on my part at this point, since my knowledge is fairly limited.

    The fact that there is a loss of internet, TV picture and phone service (all provided by cable) I am alerted to make a disconnect and reconnect in order to restore service. I am limited in knowledge of any other device in order to measure signal strength.

    The modem is a Arris Touchstone TM1602A DOCSIS 3.0.

    Thank you for your reply.

    Rick
     
    Last edited: Dec 11, 2019
  4. kpeters59

    kpeters59 Well-Known Member

    2,988
    615
    Jun 19, 2007
    Houston, Texas
    TV and Internet?

    What are your signal levels at the modem when it's working?

    You can log in to your modem, usually, at:

    http://192.168.100.1

    and get the signal levels from it. You may need the credentials for your brand of modem.

    Also, a wiring diagram may be helpful..

    -KP
     
  5. Rick`D

    Rick`D Member

    43
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    Dec 20, 2017

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    I apologize for the lack of a wiring diagram, I looked high and low for my copy. I will put one together and post the results.

    I was unable to upload a a PDF of the Arris stats, they are listed below. Thank you for that IP address.

    RF Parameters
    Downstream
    DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
    Downstream 1 1 585.00 MHz -8.00 dBmV 38.98 dB 256QAM 11435560 59 56
    Downstream 2 2 591.00 MHz -6.60 dBmV 40.95 dB 256QAM 4621705 89 0
    Downstream 3 3 597.00 MHz ---- ---- ---- ---- ---- ----
    Downstream 4 4 603.00 MHz -6.90 dBmV 33.83 dB 256QAM 4572064 743179 965608
    Downstream 5 5 609.00 MHz -7.70 dBmV 38.61 dB 256QAM 4687939 83 27
    Downstream 6 6 615.00 MHz -7.50 dBmV 38.61 dB 256QAM 4727244 84 29
    Downstream 7 7 621.00 MHz -7.00 dBmV 38.98 dB 256QAM 4524569 51 54
    Downstream 8 8 627.00 MHz -7.70 dBmV 38.98 dB 256QAM 4583142 89 20
    Downstream 9 9 633.00 MHz -6.40 dBmV 38.98 dB 256QAM 8211560 40 45
    Downstream 10 10 639.00 MHz -7.40 dBmV 38.98 dB 256QAM 7937970 86 5
    Downstream 11 11 645.00 MHz ---- ---- ---- ---- ---- ----
    Downstream 12 12 651.00 MHz ---- ---- ---- ---- ---- ----
    Downstream 13 13 657.00 MHz -7.20 dBmV 38.98 dB 256QAM 4778055 78 11
    Downstream 14 14 663.00 MHz -6.80 dBmV 38.98 dB 256QAM 8005513 93 0
    Downstream 15 15 669.00 MHz -8.00 dBmV 35.78 dB 256QAM 7047318 720 6692
    Downstream 16 17 681.00 MHz -8.60 dBmV 37.64 dB 256QAM 6976800 85 14
    Downstream 17 19 693.00 MHz -8.70 dBmV 38.61 dB 256QAM 6813040 85 7
    Downstream 18 21 705.00 MHz -8.40 dBmV 38.61 dB 256QAM 5300580 212 29
    Downstream 19 23 717.00 MHz -8.50 dBmV 38.98 dB 256QAM 4645944 96 26
    Downstream 20 26 729.00 MHz -10.10 dBmV 37.64 dB 256QAM 7855841 54 74
    Downstream 21 27 735.00 MHz -9.60 dBmV 32.68 dB 256QAM 7700131 143536 30061
    Downstream 22 28 741.00 MHz -11.00 dBmV 32.32 dB 256QAM 7852062 1142051 1042453
    Downstream 23 29 747.00 MHz -10.50 dBmV 35.25 dB 256QAM 7192978 43370 20590
    Downstream 24 31 759.00 MHz -11.30 dBmV 36.61 dB 256QAM 5120598 71 64
    Reset FEC Counters
    Upstream
    UCID Freq Power Channel Type Symbol Rate Modulation
    Upstream 1 11 30.40 MHz 45.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
    Upstream 2 12 36.80 MHz 46.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
    Upstream 3 10 24.00 MHz 44.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
    Upstream 4 9 19.20 MHz 43.75 dBmV DOCSIS1.x (TDMA) 2560 kSym/s 16QAM

    Status
    System Uptime: 0 d: 1 h: 15 m
    Computers Detected: staticCPE(1), dynamicCPE(1)
    CM Status: Telephony-Reg Complete
    Time and Date: Wed 2019-12-11 07:48:14

    Interface Parameters
    Interface Name Provisioned State Speed (Mbps) MAC address
    LAN Enabled Up 1000(Full) F8:8B:37:C1:CC:73
    CABLE Enabled Up ----- F8:8B:37:C1:CC:74
    MTA Pass Up ----- F8:8B:37:C1:CC:75
     
  6. kpeters59

    kpeters59 Well-Known Member

    2,988
    615
    Jun 19, 2007
    Houston, Texas
    Those aren't all out of spec, but anything upstream could knock them out. That one -10dB channel is, most likely, considered too low by your Provider.

    If you do that Connection Square Dance again, checking what the levels are like then, with the modem connected mostly straight through,would be good to know...

    -KP
     
    Last edited: Dec 11, 2019
  7. Rick`D

    Rick`D Member

    43
    14
    Dec 20, 2017
    I will post the results after the next outage.

    Thanks again for your reply.

    Rick
     
  8. kpeters59

    kpeters59 Well-Known Member

    2,988
    615
    Jun 19, 2007
    Houston, Texas
    You probably ought to check them before you re-wire, too...

    -KP
     
  9. Rick`D

    Rick`D Member

    43
    14
    Dec 20, 2017
    Okay, will do.

    Thank you.
     
  10. Rick`D

    Rick`D Member

    43
    14
    Dec 20, 2017
    I am uploading a copy of my wiring diagram to update my post on signal loss.

    Wiring Diagram.JPG
     
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  11. kpeters59

    kpeters59 Well-Known Member

    2,988
    615
    Jun 19, 2007
    Houston, Texas
    A single 2-port to 2 3-ports.

    Most 3-ports have a single -3.5dB port and 2 -7dB ports.

    How are yours connected?

    Re-looking at your signal levels, you've got at least 3 channels that are below spec for signal level.

    You may want to consider replacing the 1st splitter with a Unity Gain Amp, as that would increase the levels to the 3-ports by 3.5dB.

    -KP
     
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  12. Rick`D

    Rick`D Member

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    Dec 20, 2017
    The first splitter being the one in the demarc box? Would you have suggestions on brand (Holland?) and company to purchase the Unity Gain Amp from?

    I will check both 3-ports to see what dB they have.

    Thank you for your help on this, I do appreciate that.

    Just out of curiosity, would you have any idea of what may be causing the 3 channels below spec?

    Thanks again!

    Rick
     
  13. Rick`D

    Rick`D Member

    43
    14
    Dec 20, 2017
    I did mean to mention that yesterday was the first day for months that we did not experience any signal loss. I know it's just a matter of time before it drops again, although it was nice to enjoy service for a day without the hassle. :)
     
  14. fcfc2

    fcfc2 Well-Known Member

    2,587
    549
    Feb 19, 2015
    Before you buy an amp, check that 3 way splitter which feeds your cable modem, Bolt and TA. If that is an unbalanced splitter, make sure the cable modem is on the lower 3.5dB leg. If it already is there, just go for an amp as it seems like Spectrum is giving you the best that they can.
     
    krkaufman likes this.
  15. WVZR1

    WVZR1 Active Member

    787
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    Jul 30, 2008
    The WV...
    If an AMP/Distribution block were required at the DEMARC a provider would generally accommodate you. Comcast/Xfinity I'm quite sure would. They did me in the past!
     
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  16. kpeters59

    kpeters59 Well-Known Member

    2,988
    615
    Jun 19, 2007
    Houston, Texas
  17. WVZR1

    WVZR1 Active Member

    787
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    Jul 30, 2008
    The WV...
    Last edited: Dec 13, 2019
    kpeters59 likes this.
  18. Rick`D

    Rick`D Member

    43
    14
    Dec 20, 2017
    Going on day four with no signal loss that I am aware of happening. I did replace the splitter going to the Tivo, modem and tuning adapter with a high, but not matched high frequency splitter - 1675 mHz and ran the modem line to the 3.5 dB port as fcfc2 had suggested. I am monitoring at this point and hopeful this continues.

    Thanks again to everyone that offered support and suggestions to date!
     
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  19. Rick`D

    Rick`D Member

    43
    14
    Dec 20, 2017
    All good things come to end. . .2 events of signal loss this morning. I have enclosed a copy of the modem status log for anyone that may be able to assist me with decoding this.

    Status


    RF Parameters
    Downstream
    DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
    Downstream 1 1 585.00 MHz -7.20 dBmV 38.61 dB 256QAM 120946 8 0
    Downstream 2 2 591.00 MHz -5.50 dBmV 38.98 dB 256QAM 1791 0 0
    Downstream 3 3 597.00 MHz ---- ---- ---- ---- ---- ----
    Downstream 4 4 603.00 MHz ---- ---- ---- ---- ---- ----
    Downstream 5 5 609.00 MHz -6.40 dBmV 38.98 dB 256QAM 1791 0 0
    Downstream 6 6 615.00 MHz -6.00 dBmV 37.64 dB 256QAM 2374 0 0
    Downstream 7 7 621.00 MHz -5.50 dBmV 38.98 dB 256QAM 2374 0 0
    Downstream 8 8 627.00 MHz -5.90 dBmV 38.98 dB 256QAM 2374 0 0
    Downstream 9 11 645.00 MHz ---- ---- ---- ---- ---- ----
    Downstream 10 12 651.00 MHz ---- ---- ---- ---- ---- ----
    Downstream 11 13 657.00 MHz -6.60 dBmV 38.98 dB 256QAM 2374 0 0
    Downstream 12 14 663.00 MHz -6.10 dBmV 38.61 dB 256QAM 1791 0 0
    Downstream 13 15 669.00 MHz -6.70 dBmV 28.64 dB 256QAM 2374 3801 14
    Downstream 14 16 675.00 MHz -6.40 dBmV 34.48 dB 256QAM 2374 0 0
    Downstream 15 18 687.00 MHz -6.90 dBmV 38.61 dB 256QAM 2374 0 0
    Downstream 16 19 693.00 MHz -7.00 dBmV 38.98 dB 256QAM 2374 0 0
    Downstream 17 20 699.00 MHz -8.00 dBmV 37.64 dB 256QAM 2374 0 0
    Downstream 18 22 711.00 MHz -7.70 dBmV 37.36 dB 256QAM 2374 4 0
    Downstream 19 23 717.00 MHz -7.60 dBmV 38.61 dB 256QAM 2374 3 0
    Downstream 20 26 729.00 MHz -9.00 dBmV 37.36 dB 256QAM 2374 0 0
    Downstream 21 27 735.00 MHz -8.70 dBmV 33.83 dB 256QAM 1791 0 0
    Downstream 22 28 741.00 MHz -9.60 dBmV 30.88 dB 256QAM 2374 84 0
    Downstream 23 29 747.00 MHz -9.10 dBmV 30.95 dB 256QAM 583 14077 44086
    Downstream 24 30 753.00 MHz ---- ---- ---- ---- ---- ----
    Reset FEC Counters
    Upstream
    UCID Freq Power Channel Type Symbol Rate Modulation
    Upstream 1 11 30.40 MHz 44.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
    Upstream 2 12 36.80 MHz ---- ---- ---- ----
    Upstream 3 10 24.00 MHz ---- ---- ---- ----
    Upstream 4 9 19.20 MHz ---- ---- ---- ----

    Status
    System Uptime: 0 d: 0 h: 01 m
    Computers Detected: staticCPE(0), dynamicCPE(0)
    CM Status: REGISTRATION_IN_PROGRESS
    Time and Date: Tue 2019-12-17 10:11:45

    Interface Parameters
    Interface Name Provisioned State Speed (Mbps) MAC address
    LAN Enabled Up 1000(Full) F8:8B:37:C1:CC:73
    CABLE Enabled Down ----- F8:8B:37:C1:CC:74
    MTA NotInitiated Down ----- F8:8B:37:C1:CC:75



    © ARRIS Enterprises, Inc. 2017 All rights reserved.
     
  20. kpeters59

    kpeters59 Well-Known Member

    2,988
    615
    Jun 19, 2007
    Houston, Texas
    So, I just dealt with a similar problem at someone else's house.

    Their Upstream levels were at +55dB and on occasion the Upstream Locked Light would drop from Blue back to Green. When I logged in to the Modem, there was only Lock on one Upstream channel.

    I called Comcast, assuming they would have to fix the incoming signal. But, the Comcast Tech just ended up swapping Splitters around and managed to get the Upstream Power to +~47dB and the Downstream went up to +3dB from ~-1dB.

    YMMV.

    -KP
     

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