Described Video
We have had someone call about Described Video being on when they don’t want it on. To turn it off we may need to check the STB settings and make sure the default language is set to English rather than “Default.”
View Real Time Data Transfers
- Pull up the subscriber in NOMs
- Click “Query CMTS cableos-1”
- Highlight the query we want to run, in this case “Show Cable Modem Service Flow”
- Click “Run Query”
- You will see the current throughput.
Flapping
In NOMs if you see a modem flapping 99.9997% (estimated) of the time it is due to wiring issues. Could be splitters, cable ends, drops, bad cable sections.
View Flaps Graph
The View Flaps Graph button in NOMs, with it’s few views, is great for getting a feel of how long the flapping has been happening. Ultimately we usually can’t fix flapping modem problems without sending a technician out to replace cable ends, splitters, etc… and then see how it looks.
Upstream Power
Upstream Power transmit level can show signs of problems. If it is reading 53 or higher in NOMs we should be concerned as if it bumps up to 59 the modem will go offline.
Main causes of this are too many splitters in between the tap (where the cable comes off the pole, it’s an 8-way splitter usually) and the modem, issues with bad sections of cable, issues with cable crossing road, drop issues, too many devices plugged in before the modem, bad signal where the cable comes into the house, hidden splitters that may have been renovated over, etc…
Ultimately when it’s an upstream power issue, if they haven’t recently plugged in something new, we will just need to send a tech with the meter to see what’s going on with all these factors mentioned.
When the Upstream Power is below 40 sometimes it will show up red in NOMs. Mitchel Seaforth Cable and our cable technicians have said that this is not a problem when it goes lower into the 30’s.
Transfer Graph
Transfer Graph in NOMs can be helpful when someone is complaining about slow throughput. If they say the internet felt slow last night, we can check the Transfer Graph and see how much bandwidth was being used at that particular time. As we know, they don’t always realize that uploading files at full speed may cause Netflix to buffer and things like that.
Note that if the RF Graph shows glitches when at the same time the Transfer Graph shows lots of usage it is an indication that they have maxed out their upload/download – not that their is an RF signal problem.
Query CMTS cableos-1 – A Wonderful Tool In NOMs.
Used most frequently when having customers run a speed test. In Query CMTS, select the Show Cable Modem Service Flows and click Run Query to see their bandwidth usage at that moment. It will show their US and DS bandwidth throughput as well as the maximum they have available set by their profile. If throughput is maxed out and we have slow throughput complaints, we know something is going on in the background.
Show Modem Connectivity is a nice little query that gives us modem online and offline information summarized. Want to see how many modems are running on cableos-1? Check out the Show Modem Summary query.
CPE Devices and MAC Limit
If you want to reboot everything as a troubleshooting step, it doesn’t hurt to Clear Arp all the CPE devices that are listed under Customer Devices. This way we can confirm that only devices we expect, ie a router or something, come up after the modem and the router is rebooted.
If a router or PC is plugged into the modem and not coming back under the Customer Devices check the Ethernet Port Status and make sure it is UP. If it is dormant, or down, we could have that old ethernet cable or bad NIC card or driver problem.
The MAC limit is 4. Any internet customer should only have one public IP address. If they have things plugged in incorrectly they may end up with more public IPs. Correct physical setup and Clear Arp all the CPE devices and reboot the router. If devices keep coming back with extra public IPs the modem may not be on the correct profile so this can be escalated and we will check it out.