Connection issues on my internet My internet is experiencing timeouts frequently.
Connection issues on my internet My internet is experiencing timeouts frequently.
Hello, this is my debut on this site. (A few photos are attached) I reside in a region where only one ISP cable exists—this company merged all other providers into one, and changing the ISP isn’t an option anymore. Over the past couple of years, my online experience has become increasingly unstable, especially while gaming. About six months ago, I frequently encountered timeouts when running "ping google.com -t" in the command prompt. I’ve tested this across various wired and wireless connections, using different routers to rule out modem issues. Still, it’s not constant; sometimes I’m stable for days without a single interruption, but then after a few evenings it begins and lasts several hours, blocking both internet and phone use (since both are linked to the cable modem).
The signal quality is consistently strong—downstream channels operate at QAM256 with a power level around 0 dBmV and a 40 dB SNR. Upstream uses ATDMA at about 40 dBmV. Even when I inserted a splitter, the connection remained functional, though it eventually mirrored the same problems after some time.
I suspect the problem lies on the upstream side—either with the cable modem or the ISP network itself. My logs revealed numerous T3 timeouts, and technicians reported similar issues during peak outages. In January, when service was at its worst, they dispatched multiple teams, sometimes returning after a short visit, other times witnessing the issue live before adjusting cables and splitters. They noted a rise in timeouts to 39 dBmV to 41 dBmV, which briefly improved but then recurred after about two hours.
Interestingly, comparing my situation with a friend three streets over who shares the same ISP and plan, both experienced outages simultaneously. This suggests the issue may stem from the ISP’s side—signal levels are adequate in their equipment, yet I still face disruptions.
One technician mentioned a possible faulty optical converter affecting this area, while another pointed out that my home wiring is outdated with poor grounding. He also warned about potential backfeeding from my coax cable into their network, which could accumulate charge in the splitter and interfere with signal decoding during unstable periods.
I’ve learned that ISPs typically ground cables at every pole or customer site, which I haven’t observed. Proper grounding of coaxial cables could stabilize voltage and protect against lightning surges. However, I doubt the provider will act unless a more advanced solution is implemented.
My current setup includes a single gateway and router (Ubee EVW32C-0N) connected via coax, with internet speed at 40 Mbps. During downtimes, I don’t encounter TV issues. My frustration stems from repeated unhelpful support calls, where promises of technicians never materialize or are followed by further delays.
My main questions: Would separate grounding for the coax cable help? Could it reduce backfeeding and improve upstream signal clarity during critical times? Any advice would be greatly appreciated. Thank you!
It seems you've pinpointed the issue quite clearly. From what the technicians explained, there appears to be a buildup of static or feedback in your coax cabling, likely originating from somewhere in the network near the TAP point. This could be affecting your signal quality.
Typically, homes should have a ground block installed at the entry point where the cable connects to your home. If you don’t already have one, you’ll need to ground each splitter and the main distribution point. This will help control interference between your house and the outside lines.
However, this grounding only affects the connection from inside to outside—it won’t stop internal noise from a faulty box. If your modem or other equipment is still having problems, you might need to replace the cable or box entirely.
Below I’ve included a diagram of a ground block, usually placed where the cable enters your home. The next steps involve finding the source of the feedback or grounding all coax at each splitter and the entry point.
If you’re comfortable with the technicians, consider reaching out to them to discuss this option. They might be willing to help even if it takes extra time.
Keep in mind that using older coax types like RG58 or RG59 can contribute to these issues. Upgrading to modern RG6 cabling could resolve many of these problems.
As for costs, while replacing wiring isn’t a new job, it’s often cheaper than dealing with recurring outages or equipment failures. In some cases, the expense is minimal—especially if your home is older.
Legally, grounding coax is required in many places, including Canada, to prevent safety hazards. Your ISP should handle this at no charge, as it’s essential for safety.
Thank you for your message. It's great that someone from a cable ISP responded. I'm glad the replacement was done properly, though I'm not sure what type of coax cable they used. I noticed a label saying "2017," which suggests it was made recently. Now I understand better. Grounding my coax at the source could help protect the entire network, especially since everything is connected together. It might be more efficient to ground just one splitter near the ISP side rather than all of them. Regarding modem issues, you might want to try a different model that's known for better compatibility with these problems.
It’s great to hear that. Finding a ground block where the drop cable enters from outside would eliminate the need to ground each splitter in most cases. Still, issues like faulty wiring can cause static buildup in AV gear, which then seeks the quickest path to ground. Although cable signals are mostly digital now, they remain analog until decoded by the modem. If your home’s AC wiring has a weak ground, electricity might discharge through the coax instead, requiring an electrician if you can’t ground each splitter separately. Another method is connecting your modem near the drop cable—without plugging in TV or other devices—to test it directly and avoid interference from household power or static. If problems persist, the problem may lie between the modem and the outside network, which could still involve grounding concerns. The goal is to eliminate variables until you achieve a stable connection; once you do, you’ll identify the source of the issue. Regarding modems, there are no specific models clearly superior, as most Canadian ISPs provide free rental units to ensure network security and simplify troubleshooting. I understand the DOCSIS 3.1 standards suggest your modem should operate between -10 to +10 dBm on the receive side and +35 to +50 dBm on the transmit side (adjust slightly depending on provider). Your signal appears acceptable based on the data you shared, but you can ask your ISP to verify it and also check your DSNR and USNR for further clarity.
Six technicians are handling it without moving to a higher tier. An in-home tech has been dispatched; what about the network? The United States also tracks SNR, which isn’t critical for a technician on-site since it should be managed by the network team. If someone three streets away is facing the same problems, I’m unsure about the area’s density. Are they on the same node? How familiar are you with your neighbors’ locations so you can check via Google when issues arise? Also, those T3 timeouts suggest modems and nodes maintain communication through periodic pings every half minute. If a modem goes silent for two minutes, it triggers a T4 timeout and forces a reboot. A T3 timeout is possible—most modems require T3 to function. If the technicians have thoroughly assessed all RF signals, it points to a network issue, so I’d investigate the US SNR. These lower QAM speeds hint at aging infrastructure with significant interference.
Thank you for the response. I'll prepare a coax ground soon after this discussion and share the outcomes later.
I understand... The issue arose only when they upgraded a new cable for my house using the nearest amplifier. I can connect to my neighbor's Wi-Fi next door. That’s why it happened at 3: My friend is three streets away, and I’m with my neighbor. We both ran pings at the same time and faced timeouts simultaneously.
I’m pleased to share the positive update. After successfully grounding the splitter, my ISP confirmed there were no timeouts for 24 hours. It seems the issue might be unrelated—since upstream signal levels stayed stable around +6 dBm compared to previous days, I think the connection is cleaner now, reducing the risk of timeouts. Thanks to everyone who responded; if attaching a proper ground cable to the coax splitter was the fix, then yes, that’s exactly what ISP recommends.
I don't want to be the reason someone quits, but grounding coax will really help. The HFC is more reliable when grounded compared to a property, which means ISPs are pushing for all coax to be grounded. The GFCI or Ground Fault Circuit Interrupter will shut off automatically. Grounding starts with the first device: the NIU, or in your situation, the old method of running a ground wire to the 'thingy-connector' (translation error404). If you don’t see any fluctuations now, they’ll return. But this might indicate a faulty connector nearby that was touched recently. Did you notice those six technicians fiddling with connections and hammering? Did you see them use a TDR—a time domain reflectometer—to detect bad connectors? As you can see, I do this work too ;-) We have two tools: one for checking signal strength and another to test the coax between two points. What would you try yourself: run a pingtest and keep tapping connectors until you find the problem. But this approach doesn’t seem logical when your neighbor and friend are having the same issue...
We'll check if the same issue recurs and share my thoughts. Regarding the timed timeouts, they appear synchronized—every 15 seconds a new one triggers. It might be due to an optical converter or another mechanism, but I'm still trying to understand the details.