FAQ: I have slow internet and/or frequent connection drops. How can I check where the issue may be?

ANSWER: Please follow the steps below. They can help you narrow down where the issue is.

  1. Using a device connected to your modem or router via Ethernet or WiFi, open up a browser (Safari, Google Chrome, Internet Explorer, or other).
  2. In the address bar, enter the Address for the Management Interface.
    If your device's Model number starts with MB, enter 192.168.100.1.
    Otherwise, enter 192.168.0.1.

You should see a blue page that says Welcome to Your Motorola modem.
If not, please clear your browser history and try again.

  1. Enter the username admin and the password motorola, all lower case.
  2. When you get to the Basic Status and Settings page, click Advanced on the top right hand corner.
  3. Click on Status, and then the Connections sub menu.

Here you can see a table of downstream channels. The Status column should show some or all channels as Locked, depending on your service provider’s infrastructure in your area. Look at the SNR (Signal-to-Noise Ratio) column to the right of the status column, and check to see that the values there are above 30dB. If they are below 30dB, the SNR is too low. This is something you should speak to your service provider about.

Also note the Corrected and Uncorrected columns farther to the right in the table. Quite a number corrected and uncorrected packets can accumulate over time without impacting performance. However, if you see a large number of uncorrected packets after your cable modem has been running only a short time, that indicates a problem with your connection. This may result in poor performance including slow downloads and page loads.

You can check this by rebooting your cable modem and re-checking this page shortly after your cable modem has reconnected. If you do see a large number (tens to hundreds of thousands or more) of uncorrected packets, this is something you should speak to your service provider about.

On the Connection page you will also see a table of upstream channels. Upstream power level limits depend on the number of upstream channels locked.

 

Upstream Channels Locked

Power Limits (dBmV)

1
2 to 4

35 to 57
35 to 54

 

For some networks, the power limits for 3 to 4 channels are 35 to 51 dBmV.

If your device's upstream power levels are outside the Power Limits shown, you should contact your service provider.

  1. Click on Status, and then the Event Log sub menu.

 Here you can see indications of issues that may be affecting your connection. If you see T3 or T4 timeouts, this may indicate problems with your connection that you will need to ask your service provider to address.

Check the Motorola whitepaper Evaluating Your Cable Internet Connection at this link for more detailed information:

 

http://www.motorolacable.com/whitepapers/cable-connection

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