SB6190 modem still in warranty, firmware is up to date. Wowway ISP.
Few days ago we noticed momentary, sometimes a few mins long, dropped connections. Especially noted on wife's work VPN which would drop in and out. Started watching the modem's event log. Saw CONSTANT errors as shown in attached screenshot. Event page fills with about 2 mins of errors, been like this for few days.
Two primary questions:
1. Got on chat with Wow support. He checks his stuff and says "...at the signal levels coming from wow, and they are really good, except one. The Upstream power of your modem shows 51 [see attached screenshot] and the ideal is 40, so than means when the upstream power exceeds 50 dBmv, the CMTS instructs the modem to drop an upstream channel to reduce the overall power, resulting in data loss. Know if you she has issue using a VPN, you should probably need to open a new port, but in order to do that, you must get in contact with your modem manufacturer..." I asked to confirm he meant open a new port on the MODEM and he confirmed.
I'm aware of port forwarding, etc. on a router, but was unaware it's possible to 'open a new port' on a modem. Is that a thing? I tried searching the Arris support section but found zero about that. ANY guidance on this appreciated.
2. I then asked what do I do about the root problem of high power levels on upstream. He said "That has to do with your modem or router settings, that is why i was advising you to get in contact with your manufacturer because the signals you are receiving from WoW is good".
Really need some guidance on this. My super simple understanding of modem power levels is that, absent a device malfunction, they are determined by the modem's response to the ISP's system, cabling, etc., ie., more power to overcome whatever?
What router setting would have an impact on upstream power levels? Router is a TP-Link AX3000.
I checked Arris' SB6190 webpage and it says acceptable level is +51 dBmV to 45 dBmV. So, guess I'm on the edge for channels 2 and 3.
So, where do I go from here? Could it be a defective (still in warranty) modem? Or, am I getting BS'd by Wow?
Appreciate any guidance or advice.
Thanks, Ken
ps: What is going on with DSL's testing???
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