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Telstra HFC problems
Okay so I have a weird problem that has just started occurring. Bit of a quick background - I have telstra HFC internet and foxtel bundle (coming over the same cable) which has been working perfectly for a good 12+ months.
About a week ago internet stopped working but foxtel was working fine, so checked the outages page and there was a known problem in my area due to an issue with the nbn (i'm not on nbn). I thought no worries, it's annoying but at least I know it's nothing on my end. Anyway fast forward a week and still not working. I had been checking the outages page daily but when I last checked it there was no outages anymore so assumed it's been fixed.
However, internet is still not working so now assume there is a problem on my end. On the telstra modem I noticed the downstream and upstream lights are solid and the internet light is flashing. I have a long cable that comes from a wall plate, into another room which has a splitter to get the signal to my foxtel box and to the telstra cable modem.
Thinking the splitter is faulty I changed it. Doesn't work. Thinking the cable is faulty I used another known good one to go from the wall plate to the splitter to the modem. Still not working. Thinking the splitter is still at fault I use the long cable straight from the wall plate to the modem. Still not working. Thinking the long cable is the problem I move the modem closer to the wall plate and use the telstra supplied cable. It works.
So now I try another (smaller) cable from the wall plate to the modem and not working. Took the wall plate off, put the splitter on the cable that runs to the inside of the wall plate and then the telstra supplied cable to the modem and still not working. I even tried the cable straight out of the wall into the modem and it didn't work.
The only scenario I can get internet to work now is to use the telstra supplied cable from the wall plate going directly to the modem.
Any ideas as to why it's doing this? Has me completely baffled. The modem has been reset on each change and when it still didn't work I power cycled the modem on each change (for the suggested 15mins) and still no good. Very frustrating as now if i want to use the internet I need to plug the modem in then if I want to watch foxtel I need to unplug the modem and plug the foxtel box back in.
Thanks for any suggestions.
tl;dr - can only get telstra modem to work with the telstra supplied cable going straight from the wall plate to the modem. Can't use a splitter or any other known working cable. Was previously working fine for ~12+ months
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Re: Telstra HFC problems
When you use the splitter the signal is halved, also using a longer cable the the signal will be attenuated more than if you use a shorter cable. This seems to suggest the might be a problem with your coaxial link that results in it working with the Telstra cable with no splitter but using a splitter or another cable that introduces extra attenuation results in modem not working.
Could yo post your line stats which are located here.
On a Cable Home Network Gateway
(CG3100D):
http://192.168.0.1/ > Connection (Under Maintenance)
On a Cable Gateway Max
(C6300BD):
http://192.168.0.1/ > Advanced > Broadband Connection > Connection Settings
If using a Cable Adapter + Gateway
(CM450. Will need to plug directly into the adapter with Ethernet):
http://192.168.100.1/ > Broadband Connection > Connection Settings
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Re: Telstra HFC problems
Thanks for the reply cf4 Here is a ^c ^v of what you wanted
Procedure | Status | Comment |
Acquire Downstream Channel | 438000000 Hz | Locked |
Connectivity State | OK | Operational |
Boot State | OK | Operational |
Configuration File | OK | cable_u2_tr2_netgear_docsis3 |
Security | Enabled | BPI+ |
Lock Status | Modulation | Channel ID | Symbol Rate (sym/sec) | Frequency (Hz) | Power (dBmV) | SNR (dBmV) | DOCSIS Locked |
Locked | QAM256 | 9 | 6952000 sym/sec | 438000000 Hz | -3.5 dBmV | 40.3 dB | EuroDOCSIS |
Locked | QAM256 | 10 | 6952000 sym/sec | 446000000 Hz | -3.3 dBmV | 40.5 dB | EuroDOCSIS |
Locked | QAM256 | 11 | 6952000 sym/sec | 454000000 Hz | -2.9 dBmV | 40.8 dB | EuroDOCSIS |
Locked | QAM256 | 12 | 6952000 sym/sec | 462000000 Hz | -3.5 dBmV | 40.5 dB | EuroDOCSIS |
Locked | QAM256 | 13 | 6952000 sym/sec | 470000000 Hz | -3.4 dBmV | 40.5 dB | EuroDOCSIS |
Locked | QAM256 | 14 | 6952000 sym/sec | 478000000 Hz | -3.4 dBmV | 40.3 dB | EuroDOCSIS |
Locked | QAM256 | 15 | 6952000 sym/sec | 486000000 Hz | -3.5 dBmV | 39.9 dB | EuroDOCSIS |
Locked | QAM256 | 16 | 6952000 sym/sec | 494000000 Hz | -4.1 dBmV | 39.1 dB | EuroDOCSIS |
Lock Status | Modulation | Channel ID | Symbol Rate (Ksym/sec) | Frequency (Hz) | Power (dBmV) |
Locked | ATDMA | 32 | 5120 Ksym/sec | 61800000 Hz | 57.0 dBmV |
Not Locked | Unknown | 0 | 0 Ksym/sec | 0 Hz | 0.0 dBmV |
Not Locked | Unknown | 0 | 0 Ksym/sec | 0 Hz | 0.0 dBmV |
Not Locked | Unknown | 0 | 0 Ksym/sec | 0 Hz | 0.0 dBmV |

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Re: Telstra HFC problems
to save time this is when it wasn't working..
Procedure | Status | Comment |
Acquire Downstream Channel | 391000000 Hz | Locked |
Connectivity State | In Progress | Access Denied |
Boot State | In Progress | Unknown |
Configuration File | OK | cable_u2_tr2_netgear_docsis3 |
Security | Disabled | Disabled |
Lock Status | Modulation | Channel ID | Symbol Rate (sym/sec) | Frequency (Hz) | Power (dBmV) | SNR (dBmV) | DOCSIS Locked |
Locked | QAM256 | 5 | 6952000 sym/sec | 391000000 Hz | -7.0 dBmV | 40.8 dB | EuroDOCSIS |
Not Locked | Unknown | 0 | 0 sym/sec | 0 Hz | 0.0 dBmV | 0.0 dB | Unknow |
Not Locked | Unknown | 0 | 0 sym/sec | 0 Hz | 0.0 dBmV | 0.0 dB | Unknow |
Not Locked | Unknown | 0 | 0 sym/sec | 0 Hz | 0.0 dBmV | 0.0 dB | Unknow |
Not Locked | Unknown | 0 | 0 sym/sec | 0 Hz | 0.0 dBmV | 0.0 dB | Unknow |
Not Locked | Unknown | 0 | 0 sym/sec | 0 Hz | 0.0 dBmV | 0.0 dB | Unknow |
Not Locked | Unknown | 0 | 0 sym/sec | 0 Hz | 0.0 dBmV | 0.0 dB | Unknow |
Not Locked | Unknown | 0 | 0 sym/sec | 0 Hz | 0.0 dBmV | 0.0 dB | Unknow |
Lock Status | Modulation | Channel ID | Symbol Rate (Ksym/sec) | Frequency (Hz) | Power (dBmV) |
Locked | ATDMA | 29 | 5120 Ksym/sec | 42600000 Hz | 57.0 dBmV |
Not Locked | Unknown | 0 | 0 Ksym/sec | 0 Hz | 0.0 dBmV |
Not Locked | Unknown | 0 | 0 Ksym/sec | 0 Hz | 0.0 dBmV |
Not Locked | Unknown | 0 | 0 Ksym/sec | 0 Hz | 0.0 dBmV |
This page eventually stopped loading when I can only assume the gateway updated it's routing table. Again I can redo the test if you think anything will change by plugging directly into it
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Re: Telstra HFC problems
Can definitely see drop of 50 % in the received power level of the set using the splitter. -3.5 dbmv to -7.0 dbmv (A drop of 3 db is drop of 50%)
I am not a cabling connection expert and can't tell you if there is anything wrong with the figures without the splitter. Perhaps @Yastiandrie would know if there is anything wrong with the cable connection without a splitter.
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Re: Telstra HFC problems
Issues more then likely outside in the pit
IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
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Re: Telstra HFC problems
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Re: Telstra HFC problems
There's definitely an issue if you cant have foxtel + internet via a splitter at the same time
Also anything over 55dBmv for upstream power is 100% considered a fault
IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
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Re: Telstra HFC problems
Thanks Yastiandrie
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