Time Warner is telling me that I need to buy a new cable modem. I would like a second opinion.
I use Time Warner for my Internet connection. I pay extra for the “Turbo” level of service. For a few months now, I’ve been experiencing intermittent problems with packet loss. Here’s what happens: Every hour or so (roughly), I’ll experience about 5 minutes of a really terrible connection, with about 15% packet loss. Then the problem resolves spontaneously, until it happens again approximately an hour later. Power-cycling everything doesn’t help. And the problem occurs whether the modem is connected directly to my PC or to my wireless router.
The last few times I’ve called Time Warner’s tech support, they’ve been able to solve the problem (temporarily) by doing a remote reset of the modem. They told me that this is called “Sending an AD hit followed by a balancing hit”. Unfortunately, though, this solution only lasts a few weeks.
Today, when I called the help line, the tech ended up concluding that the problem is with my modem. I have a white Motorola SurfBoard SB6141
that I bought (new) only ten months ago. The firmware version is SB_KOMODO-126.96.36.199-SCM00-NOSH (dated Mar 12 2013 17:48:19). Apparently, there is a newer version of the firmware, but the tech told me that Time Warner will not upgrade firmware for modems that are owned by the customer. Also, as far as I can tell, there is no way for the end-user to upgrade the firmware. After doing a bunch of checks of my local circuit, the tech advised me to buy a new modem, or start renting one again.
I took a screen-capture of the signal levels
I'm seeing. The Time Warner tech didn’t sound very knowledgeable, and I’m not entirely convinced that the modem is really the culprit here. I can provide any other information that people request. Thanks.