Observer

Connection dropping up to 30+ times a day. Stabilizes at night?

I've been having this issue off and on for the better part of the year now.  I've only noticed how bad it really is now that i've had more free time.

 

Currently using a  Zoom 5345 8x4 DOCSIS 3.0 cable modem I purchased because I heard it might help alleviate my connection drops.  I was using a Motorola Surfboard 6121 (possibly 6141) which also had this problem.  I am an internet only customer paying for the "Extreme Internet Ultimate 100 Upgrade" package.

 

The connection drops happen from the hours of 11 A.M. to around 9 P.M. every day, and seem to last anywhere from a minute to 5 minutes at a time.  It used to occurr only during the summer months but now it's been happening regardless of weather conditions.

 

The wiring setup is bang simple, It's literally just a direct line from the drop, into the home where it connects to the cable modem.  No splitters/ampfliers etc.  I've reset my modem about an hour ago and it's already happened 3 more times in that time frame.

 

Readings before most recent connection drop:

 

 

Status ConnectionThis page displays information about the connection to the cable network.
Startup ProcedureProcedure Status Comment
Acquire Downstream Channel651000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK?BiABGZgIwAEAAAAAAAAAAESU+7KaC0wmBeAADAUAnMXIjOj4W2zb@AAAAAGD3bSc6rZ0umAFngVR3WGLNMZf3
SecurityEnabledBPI+

Downstream Bonded ChannelsChannel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1LockedQAM25623651000000 Hz0.1 dBmV43.9 dB23130
2LockedQAM25624657000000 Hz-0.1 dBmV43.8 dB110
3LockedQAM25625663000000 Hz-0.2 dBmV43.8 dB00
4LockedQAM25626669000000 Hz-0.3 dBmV43.7 dB40
5LockedQAM25627675000000 Hz-0.3 dBmV43.2 dB220
6LockedQAM25629687000000 Hz-0.3 dBmV43.3 dB00
7LockedQAM25631699000000 Hz0.1 dBmV43.8 dB00
8LockedQAM25632705000000 Hz0.3 dBmV43.8 dB00

Total Correctables Total Uncorrectables
60130

Upstream Bonded ChannelsChannel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1LockedATDMA205120 Ksym/sec37000000 Hz46.3 dBmV
2LockedATDMA175120 Ksym/sec17800000 Hz43.8 dBmV
3LockedATDMA185120 Ksym/sec24200000 Hz49.5 dBmV
4LockedATDMA195120 Ksym/sec30600000 Hz46.5 dBmV
CM IP AddressDurationExpires
fe80::96fb:b2ff:fe9a:b4c/64D: 24896 H: 02 M: 38 S: 16Thu Oct 18 15:28:00 2018
DownStream Frequency Select
Current System Time:

 

After Connection came back:

 

Startup ProcedureProcedure Status Comment
Acquire Downstream Channel573000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK?BiABGZgIgBAAAAAAAAAAAESU+7KaC0wmBeAADAUAnC2HRZJ3vsHj@AAAAAALT7+RKuEmCd15ox_Yk4H_zHU7z
SecurityEnabledBPI+

Downstream Bonded ChannelsChannel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1LockedQAM25610573000000 Hz0.8 dBmV44.6 dB23130
2LockedQAM25613591000000 Hz0.7 dBmV44.6 dB110
3LockedQAM25614597000000 Hz0.8 dBmV44.6 dB00
4LockedQAM25615603000000 Hz0.5 dBmV44.5 dB40
5LockedQAM25616609000000 Hz0.4 dBmV43.9 dB220
6LockedQAM25617615000000 Hz0.0 dBmV43.9 dB00
7LockedQAM25618621000000 Hz0.0 dBmV43.8 dB00
8LockedQAM25619627000000 Hz0.1 dBmV43.9 dB00

Total Correctables Total Uncorrectables
60130

Upstream Bonded ChannelsChannel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1LockedATDMA195120 Ksym/sec30600000 Hz57.0 dBmV
2Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
3Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
4Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV

CM IP AddressDurationExpires
fe80::96fb:b2ff:fe9a:b4c/64D: 24896 H: 02 M: 38 S: 16Thu Oct 18 15:32:55 2018
DownStream Frequency Select
Current System Time:Thu Oct 18 15:32:55 2018

 

 

11 REPLIES
Observer

Re: Connection dropping up to 30+ times a day. Stabilizes at night?

Sorry forgot to include the event log in my previous post:

 

 Time  Priority  Description 
 Thu Oct 18 15:30:44 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:... 
 Thu Oct 18 15:30:44 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:... 
 Thu Oct 18 15:30:13 2018   Notice (6)  Overriding MDD IP initialization parameters; IP provisioning ... 
 Thu Oct 18 15:30:05 2018   Critical (3)  No Ranging Response received - T3 time-out;CM-MAC=94:fb:b2:9a... 
 Thu Oct 18 15:29:53 2018   Critical (3)  Received Response to Broadcast Maintenance Request, But no Un... 
 Thu Oct 18 15:29:12 2018   Critical (3)  No Ranging Response received - T3 time-out;CM-MAC=94:fb:b2:9a... 
 Thu Oct 18 15:29:02 2018   Critical (3)  Received Response to Broadcast Maintenance Request, But no Un... 
 Thu Oct 18 15:28:30 2018   Critical (3)  Started Unicast Maintenance Ranging - No Response received - ... 
 Thu Oct 18 14:50:43 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:... 
 Thu Oct 18 14:50:43 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:... 
 Thu Oct 18 14:50:27 2018   Notice (6)  Overriding MDD IP initialization parameters; IP provisioning ... 
 Thu Oct 18 14:50:22 2018   Critical (3)  No Ranging Response received - T3 time-out;CM-MAC=94:fb:b2:9a... 
 Thu Oct 18 14:50:09 2018   Critical (3)  Received Response to Broadcast Maintenance Request, But no Un... 
 Thu Oct 18 14:49:36 2018   Critical (3)  Started Unicast Maintenance Ranging - No Response received - ... 
 Thu Oct 18 14:43:26 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:... 
 Thu Oct 18 14:43:26 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:... 
 Thu Oct 18 14:43:12 2018   Notice (6)  Overriding MDD IP initialization parameters; IP provisioning ... 
 Thu Oct 18 14:43:09 2018   Critical (3)  No Ranging Response received - T3 time-out;CM-MAC=94:fb:b2:9a... 
 Thu Oct 18 14:43:02 2018   Critical (3)  DHCP failed - DHCP Solicit sent, No DHCP Advertise received;C... 
 Thu Oct 18 14:42:23 2018   Notice (6)  Overriding MDD IP initialization parameters; IP provisioning ... 
 Thu Oct 18 14:42:20 2018   Critical (3)  No Ranging Response received - T3 time-out;CM-MAC=94:fb:b2:9a... 
 Thu Oct 18 14:42:12 2018   Critical (3)  DHCP failed - DHCP Solicit sent, No DHCP Advertise received;C... 
 Thu Oct 18 14:41:31 2018   Notice (6)  Overriding MDD IP initialization parameters; IP provisioning ... 
 Thu Oct 18 14:41:29 2018   Critical (3)  Started Unicast Maintenance Ranging - No Response received - ... 
 Thu Oct 18 14:41:27 2018   Critical (3)  No Ranging Response received - T3 time-out;CM-MAC=94:fb:b2:9a... 
 Thu Oct 18 14:41:18 2018   Critical (3)  Received Response to Broadcast Maintenance Request, But no Un... 
 Thu Oct 18 14:40:45 2018   Critical (3)  Started Unicast Maintenance Ranging - No Response received - ... 
 Thu Oct 18 14:27:53 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:... 
 Thu Oct 18 14:27:53 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:... 
 Time Not Established  Notice (6)  Overriding MDD IP initialization parameters; IP provisioning ... 
 Time Not Established  Critical (3)  Started Unicast Maintenance Ranging - No Response received - ... 
 Time Not Established  Critical (3)  No Ranging Response received - T3 time-out;CM-MAC=94:fb:b2:9a... 
Newcomer

Re: Connection dropping up to 30+ times a day. Stabilizes at night?

I have the same issue.. So frustrating. 

Observer

Re: Connection dropping up to 30+ times a day. Stabilizes at night?

Glad to know it's not just me.

Lead Moderator

Re: Connection dropping up to 30+ times a day. Stabilizes at night?

@nagajaxx

 

If you are having connectivity issues we would recommend starting a thread of your own.

 

Some information to include in your post can be found here:  DATA-TO-POST-TO-GET-HELP-FROM-THE-COMMUNITY I'm sure your peers would be happy to take a look. 

 

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

 

 

 

 

Helper

Re: Connection dropping up to 30+ times a day. Stabilizes at night?


@aroldan85 wrote:

Glad to know it's not just me.


Based on what you posted nothing jumps out at me. I'm not blaming the modem here but as a side note 8x4 modems like yours are quite long in the tooth. 

 

Is the connection dropping on hard wired devices as well as wifi?

 

Edit: Just noticed that you only have one upstream channel that looks to be way off. You have a coax issue somewhere...loose connections, water damage, hungry squirrels.

Observer

Re: Connection dropping up to 30+ times a day. Stabilizes at night?

It's entirely possible the modem is old, but i've had this issue accross two modems now (actually 3 as i was given a newer modem by Time Warner that also had this issue but only tried it for a day or so).

 

The connection drops completely at the modem.  That is to say it resets itself entirely so every device (wired/wireless) loses internet connection.  Could be a coax issue as you say, but the only thing that strikes me as odd if that were the case is why would it settle down at night?  Most of the drops occur midday (I live in SoCal so it's dry/hot most of the year) so i always assumed it was heat related.  Posting latest readout:

 

ConnectionThis page displays information about the connection to the cable network.
Startup ProcedureProcedure Status Comment
Acquire Downstream Channel567000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK?BiABGZgIgBAAAAAAAAAAAESU+7KaC0wmBeAADAUAnC2HRZJ3vsHj@AAAAAAYDf5mZgiYc+j_ofKRY7g1cu3p9
SecurityEnabledBPI+

Downstream Bonded ChannelsChannel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1LockedQAM2569567000000 Hz1.9 dBmV43.2 dB145349
2LockedQAM2562525000000 Hz2.3 dBmV43.7 dB15958
3LockedQAM2563531000000 Hz2.3 dBmV43.5 dB161134
4LockedQAM2564537000000 Hz2.2 dBmV43.2 dB156273
5LockedQAM2565543000000 Hz1.9 dBmV43.2 dB173188
6LockedQAM2567555000000 Hz1.8 dBmV43.2 dB166206
7LockedQAM2568561000000 Hz1.8 dBmV43.2 dB145175
8LockedQAM25610573000000 Hz1.8 dBmV43.1 dB122158

Total Correctables Total Uncorrectables
12271541

Upstream Bonded ChannelsChannel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1LockedATDMA175120 Ksym/sec17800000 Hz39.5 dBmV
2LockedATDMA185120 Ksym/sec24200000 Hz40.5 dBmV
3LockedATDMA195120 Ksym/sec30600000 Hz41.3 dBmV
4LockedATDMA205120 Ksym/sec37000000 Hz42.5 dBmV
CM IP AddressDurationExpires
fe80::96fb:b2ff:fe9a:b4c/64D: 24896 H: 02 M: 38 S: 16Fri Oct 19 11:07:25 2018
Helper

Re: Connection dropping up to 30+ times a day. Stabilizes at night?

Three modems with the same results...definitely not a modem problem. This is an issue with the line somewhere before it reaches the modem.

Browser

Re: Connection dropping up to 30+ times a day. Stabilizes at night?

You should ask if spectrum can come look to see if there is a proper ground installed. They may have done an upgrade to the pole and forgotten to hook it back up. I’ve heard of this problem occurring.
Observer

Re: Connection dropping up to 30+ times a day. Stabilizes at night?

Would they just come and do that?  I've read up on this problem some and i've heard they most likely will come around and just try and give me a new modem again.

 

My connection has calmed down some now since first making this post and surprisingly it's pretty stable during the afternoon (relative to before) but seems to get unstable again at around 9 P.M. P.S.Talmost like clockwork.  If i didn't know any better it's as if someone at the main office is messing around with things