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Subject: How to Diagnose Cable Modem Problems
Posted by: Richard
- Dude [204252420] Thu, May 17, 2007, 23:05
My daughter down in San Diego (about 4 hours away from us) is having problems with her Internet connection thru a cable modem. She's running Windows XP with the IE (probably 6.0). For the last couple of days she is having problems staying connected to the Internet. The browser response is very slow and usually times out before web pages fully load. She has contacted her Cable Provider and they claim that they don't see a problem on their end. They told her to power down the cable modem and wait a bit before turning it back one. This fixed the problem the first day but now the problem is back again and a simple power down-power up isn't fixing the problem anymore.
Any ideas on what to try next?
Richard |
| 1 | Astade
ID: 5935164
Fri, May 18, 2007, 01:03
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Richard,
I live in the San Diego area and used to have Cox Communications as my ISP. I had the same problem and they came out and tested the lines and saw no problem. Then they tested the cable running inside my apartment and found that to be the source. Apparently, the cable had been slightly kinked (don't know how).
Two months later, I had the same problem, but this time there was no damage to the cables at all. They replaced the cable modem with a newer model and it worked fine. They said that cable modems have a fairly short life.
I'm not sure I buy their explanation. I think it was just a quick fix for them. It is worth noting that a lot of my friends have had problems with Cox...
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| 2 | Boxman
ID: 571114225
Fri, May 18, 2007, 06:51
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Any ideas on what to try next?
Is she using a router at all?
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| 3 | Richard
Dude
ID: 204252420
Fri, May 18, 2007, 10:01
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Boxman
Her normal setup is thru a Linksys wireless access point/router which she is hardwired into. This allows her two roommates to connect their laptops and share the cable modem. Each computer in the apartment is having the same problem and her problem didn't get resolved when I had her connect direct to the cable modem bypassing the router.
Astade
Thanks for your perspective. I've suggested that she get the cable company out there to swap out the modem and she if that fixes her problem.
Richard
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| 4 | Perm Dude
ID: 2447187
Fri, May 18, 2007, 10:04
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I don't suppose this is actually a software problem? Did she do a full virus/spyware scan?
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| 5 | GoatLocker
Sustainer
ID: 060151121
Fri, May 18, 2007, 10:10
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With all three computers having the same problem, it is a pretty good guess that the cable modem is at fault.
You already had her do the right thing in going from the router to the cable modem to check out the router.
That should always be the first check after powering down.
All of the providers will always tell you to power down and wait a few minutes then turn back on.
My cable modem does hang up every so often, and that is what it takes to get things back working.
Right answer is to get Cox out there.
Long time no see Richard.
Hope all is well.
Cliff
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| 6 | Perm Dude
ID: 2447187
Fri, May 18, 2007, 10:36
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I suspect you are right, but not knowing the network it could be that a virus/spyware was introduced by one of the three and now infects them all.
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| 7 | Matt G
ID: 561039520
Fri, May 18, 2007, 10:41
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I used to work in that business( I was in DSL actually but it's the same thing) I have the devil for my internet, Comcast, and when your signal is intermittent it can be quite a few things...
1. If you are using a router, it could be the router, power cycling both devices usually fixes the problem... Turn them both off, turn modem on first, allow it to connect and then turn on the rtouer.
2. In your case that's not the issue, first thing is to always power cycle the device, it is the easiest way to fix the problem, and commonly will work for a long period of time.
3. The problem with cable is they have this bulk signal going to this one place, then the distribute it to everyone in the area, and eventually it runs out. Just because you were there first, doesn't mean your signal will always be the strongest. A new modem with a better amplifier in it will work sometimes, but you shouldn't have to replace your modem everytime 10 new people connect to your CO.
4. The best way to insure you are getting the best signal you can to your home is to do what is called a "Home run" cable. outside of your house or apartment where the cable comes in, it's probably split like 6-7 times depending on how many jacks you have in your house. Your best bet is to buy a good splitter, actually COX should provide you with one. Split the signal once outside the house and run one of those cables to the exact location of the cable modem. the rest run to the other splitter. That way your cable modem is getting the strongest signal.
If that last one doesn't work, the it means the signal is exhausted in the area and you have to look at a new provider.
And contrary to popular belief, those cable modems can last forever. All they do is a bridge and straight modulation demodulatio(modem) for your signal. There isn't any authentication going on in them, USUALLY. Being that they are handling the simplest kind of task and there isnt any software in them you should be fine to have it for year, I've had mine for 6 years now.
The reason rebooting the modem works for a day, when you turn your modem off the signal cuts. Turning it back on it starts saying, I am here I am here, see me see me, and it gets that signal again but it's really not that strong and it will dissipate.
I would get COX out there, have them test the signal at the splitter, and then test it at the jack... He should see a difference if it's split a few times. and then ask him to do a home run for your modem jack and it should solve most of the problems.
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| 8 | Richard
Dude
ID: 204252420
Sun, May 20, 2007, 12:11
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Thanks everyone. I've learned more about cable modems in the past couple of days than I care to admit. Her specific problem was a weak downstream (received) signal. Her modem was a Motorola SB4200 and it couldn't handle the weak signal (-7dBmv) even though that signal strength was in the range (-15dBmv to +15dBmv) that the modem should handle.
Anyway, the cable guy gave her a new modem and the signal strength is up to +4dBmv and she is back online.
Problem resolved for now.
Richard
p.s. I never knew you could log on to a cable modem and check it's signal strength. With a bit of tweaking of the Internet Protocol (TCP/IP)settings (set it to IP address of 192.168.100.2 rather than automatic) you can point your browser to http://192.168.100.1 and check out the signal strength of your cable modem. This worked with both my Toshiba PCX2200 modem and her Motorola SB4200 modem.
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| 9 | biliruben
ID: 4911361723
Tue, May 22, 2007, 10:50
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cool
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