Rookie

3 straight days waking up with no internet

Hello, so the last 3 days in a row I've went to sleep at around 2 AM eastern with my internet functioning correctly. Then when I wake up (around 9 AM) I look at my phone and I'm connected to my router (a 1 month old Netgear AC1750 Gigabit Dual Band Smart Router) but with no internet connection. When I went to check on the modem (Netgear CM500 Docsis 3.0) the upstream, downstream, and internet lights are red. I've had TWC for barely 3 months after switching from CenturyLink​ and I've had nothing but problems (including my cable but that's another story). The installer even put in an entire new drop run from the pole into the house. But back to the problem at hand, after multiple resets of both the modem and router everything eventually starts working again. Currently I pay for 50 MBPS, and also have cable and phone service. I have screenshots of the error log from the modem if that would help but I can't figure out how to add them to this post. Any help is appreciated, and I'm sure I left out information that might be needed so I will answer any further questions.
20 REPLIES
Lead Moderator

Re: 3 straight days waking up with no internet

Sorry to hear you have had so much trouble. I would not say trouble with the cable portion is another story, it most likely fits in with the trouble you are having with your connection.

 

Here is a very helpful post you can review, DATA-TO-POST-TO-GET-HELP-FROM-THE-COMMUNITY

 

Regards,
Julia R.
Spectrum-Social Media Customer Care
Lead Moderator-Community Forums

Rookie

Re: 3 straight days waking up with no internet

Does this help

 

Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel747000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnabledBPI+
IP Provisioning ModeIPv6 Onlyipv6Only(1)
 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM25616747000000 Hz-7.9 dBmV35.3 dB855930
2LockedQAM2561657000000 Hz-6.6 dBmV34.9 dB1453
3LockedQAM2562663000000 Hz-6.9 dBmV34.8 dB4051
4LockedQAM2563669000000 Hz-7.1 dBmV35.1 dB1454
5LockedQAM2564675000000 Hz-7.3 dBmV34.7 dB3953
6LockedQAM2565681000000 Hz-7.5 dBmV35 dB3951
7LockedQAM2566687000000 Hz-7.7 dBmV34.9 dB6944
8LockedQAM2567693000000 Hz-7.8 dBmV34.7 dB8449
9LockedQAM2568699000000 Hz-7.9 dBmV34.8 dB4247
10LockedQAM2569705000000 Hz-7.7 dBmV35 dB3757
11LockedQAM25610711000000 Hz-7.2 dBmV35.3 dB2145
12LockedQAM25611717000000 Hz-7 dBmV35.5 dB1356
13LockedQAM25612723000000 Hz-7 dBmV35.7 dB2256
14LockedQAM25613729000000 Hz-6.9 dBmV35.6 dB1883
15LockedQAM25614735000000 Hz-6.8 dBmV35.6 dB4550
16LockedQAM25615741000000 Hz-7 dBmV35.7 dB1156
 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA905120 Ksym/sec24200000 Hz38.3 dBmV
2LockedTDMA892560 Ksym/sec19400000 Hz38.3 dBmV
3LockedATDMA915120 Ksym/sec30600000 Hz36.5 dBmV
4LockedATDMA922560 Ksym/sec37000000 Hz38.5 dBmV
 
Current System Time:Thu Apr 13 23:22:08 2017
Rookie

Re: 3 straight days waking up with no internet

Currently 1:09 AM and no internet connection, right on cue.
Expert

Re: 3 straight days waking up with no internet

[ Edited ]

Looks like loose connections, blown or too many splitters or wet coax outside... call twc. Your s/n and levels are on the bottom end of acceptable and you're also getting some 4G lte cellular ingress.(probably from a Verizon phone... Make sure all connectors are shiny and tight, don't go thru ups/ outlet surge strips

 

 

Rookie

Re: 3 straight days waking up with no internet

[ Edited ]
I will check all the connections today and see what I find. Does that explain why it goes out at almost the same time every night? And also I live in a rural part of Ohio, at any time 3 to 5 LTE capable phones are connected to the wifi but none are Verizon, they are either MetroPCS or Virgin Mobile so idk if they also would interfere. I guess after checking the connections today if the problem persists tonight I'll be calling TWC/Spectrum. [Edit] 12:13 PM no internet connection. Almost appears to be happening every 12 hours.
Established Sharer

Re: 3 straight days waking up with no internet

[ Edited ]

Verizon is in a competitive race to improve 4G LTE cell coverage in rural areas for their customers.   We suspect they may have recently constructed a new transmitting site along the roadside close to a leaky spot in TWCs cable plant.   Verizon also leases airtime space on their network to some smaller cell companies; we don't know if either MetroPCS or Virgin Mobile are doing that in your area. 

If your connection is dropping out every 12 hours or so, it sounds like the DHCP lease is not renewing itself.  That would be caused by a loss of communications in either direction between your modem and TWC's DHCP server in Columbus @agentx5.  It often shows up in the modem's event log as a repeated  T3 or T4 outage.  It would be very unusual for TWC service to have bucket truck crews working around the clock on outside trunk line outages, so I think they are in the clear.

Rookie

Re: 3 straight days waking up with no internet

[ Edited ]
Well I currently have no internet connection and cannot access the modem to copy the log while it's doing this. 4th time I've dropped internet since 11 AM eastern. [Edit] Was able to pull the log up but without connection I had to print it and take pictures of it from my phone so my apologies. http://www.imgur.com/a/dmX6c
Expert

Re: 3 straight days waking up with no internet

[ Edited ]

You have a serious coaxial issue. A -15 Rx DS level and +58 US TX indicates that. Call TWC while it's happenning if you can.

Those levels are out of spec and the modem won't ever work right or get proper bonded channels

 You're "full post of levels shows levels indicating more than a single 2 way splitter. Please desribe what other TWC eqt you have and where it is splitter wise

 

Rookie

Re: 3 straight days waking up with no internet

[ Edited ]
I called TWC and they did the normal reset this and that and couldn't fix it from their end over the phone obviously, the guy said someone would be here the next day at 8 AM which would've been yesterday, Saturday the 15th. About ten minutes after I finished the call I received another phone call from TWC which I figured was to confirm the tech coming out the next day, but to my surprise it was some lady telling me 8 AM the next day was actually not available and the earliest would be Monday the 17th at 3pm. She then went on to say "you could make it easier on both of us and go buy a new modem because I doubt it's our lines". I responded to her explaining that I had printed logs of T3 and T4 errors and that my power levels were no where close to being acceptable, so the tech will be out tomorrow supposedly. As I stated in my OP, the services I currently have from TWC are TV, phone and internet. There is 1 box in the living room with DVR, and 2 other regular HD boxes in other bedrooms. Here are pictures of the connections in and on my house, splitter in the basement and this connection outside. http://www.imgur.com/a/MBeB6 I've also been without internet for 2 straight days now, it stopped coming back on every so often to just completely not working now. Happy Easter and thanks for the responses.