If after all your troubleshooting, you have to escalate a cable internet customer, make sure you add this information into the ticket:
This is all the information you will need to gather:
US power is 55.2 – You get this from the main page
Cable Modem Query Results – Click on Query CMTS for this CableModem
MAC Address IP Address I/F MAC Prim RxPwr Timing Num I
State Sid (dBmV) Offset CPE P
000e.5c70.337e 10.90.16.179 C1/0/4/U4 online(pt) 505 !-2.50 6567 1 N
Flap Information – You get this from choosing Query CMTS cbr8-1, then Show Modem Flap Information
MAC Address I/F Ins Hit Miss CRC P-Adj Flap Time
000e.5c70.337e C1/0/4/U4 0 13862 1022 0 !21890 21562 May 6 14:43:08
Total Flaps This Month: 8111 – This is on the main page at the bottom right
Today’s Flaps: 2525
Total Flaps Previous Month: 60128
RF Graph – Choose View RF Graph
If there are sections in the RF graph where it shows a blank that means the modem was offline at that time, so try to copy those and a little bit of information before when it was online.
| 2021-05-06 06:16:34 | 55.20 | 28.51 | -9.30 | 37.70 |
| 2021-05-06 06:52:44 | 55.20 | 31.46 | -9.20 | 38.60 |
| 2021-05-06 07:16:33 | 55.20 | 38.12 | -9.50 | 37.50 |
| 2021-05-06 07:52:48 | 55.20 | 34.77 | -8.40 | 38.70 |
| 2021-05-06 08:16:40 | 55.20 | 39.08 | -8.00 | 38.50 |
| 2021-05-06 08:52:34 | 55.20 | 36.62 | -8.40 | 38.70 |
| 2021-05-06 09:16:40 | 55.20 | 29.82 | -8.30 | 38.70 |
| 2021-05-06 09:52:46 | 55.20 | 33.01 | -8.30 | 38.30 |
| 2021-05-06 10:16:37 | 55.20 | 36.62 | -9.40 | 38.40 |
| 2021-05-06 10:52:29 | 55.20 | 36.62 | -8.30 | 38.30 |
| 2021-05-06 11:16:34 | 55.20 | 34.77 | -9.50 | 37.50 |
| 2021-05-06 11:52:39 | 55.20 | 38.12 | -9.40 | 37.90 |
| 2021-05-06 12:16:34 | 55.20 | 38.12 | -9.50 | 38.40 |
| 2021-05-06 12:52:53 | 55.20 | 38.12 | -9.50 | 37.30 |
| 2021-05-06 13:16:33 | 55.20 | 38.12 | -9.50 | 36.10 |
| 2021-05-06 13:52:24 | 55.20 | 36.12 | -9.50 | 37.30 |
| 2021-05-06 14:16:34 | 55.20 | 38.12 | -9.50 | 38.30 |
This is what your ticket comments should look like after you gather all this information:
Now you can escalate as long as you have done all the troubleshooting for the issue.