Rookie

Connection issues, need help

Hi All,

This is my first post here so I apologize if I don't have all the info needed for my question. I've been having issues for weeks now with my internet either slowing way down or cutting out completely. I've had several support calls/chats, been through 3 modems and Tech has been out to check the lines in the past two weeks but nothing seems to work so I don't know what else I can do.  I can tell in the logs that the downstream channels 3 and 4 don't look good but the tech said the lines were great.. Can someone look at the info below and provide a little guidance?

 

I'm in Garner NC (South Raleigh) in a single family home and I have the 200/10 internet only plan from Spectrum.

 

My current Router is a Netgear R6230 but I was using the built-in router in the Arris TG1672 modem up until last week and this issue started before then so I don't think it's router. The issues is waht led to modem/router replacement

 

Here are the stats and logs from the current modem I have

 

 Hardware Information
 
System:ARRIS DOCSIS 3.0 / PacketCable 2.0 Touchstone Telephony Modem
HW_REV: 5
VENDOR: ARRIS Group, Inc.
BOOTR: 2.2.0.45
SW_REV: 9.1.103J8TW1.SIP.PC20.TW
MODEL: TM1602G
Serial Number:8412T969G501923
Battery Charger FW Rev:03.30
Options: 
 Firmware Build and Revisions
Firmware Name:TS0901103J8TW1_010918_1602.TM_PC20_TW
Firmware Build Time:Tue Jan 9 16:21:59 EST 2018

 

 RF Parameters

Downstream

 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 131639.00 MHz13.80 dBmV38.98 dB256QAM1905188640970
Downstream 26483.00 MHz3.40 dBmV37.64 dB256QAM160663722900
Downstream 39507.00 MHz-1.90 dBmV33.96 dB256QAM99535122319603651264988
Downstream 410513.00 MHz-6.80 dBmV32.58 dB256QAM151923058128550592125021
Downstream 511519.00 MHz3.30 dBmV35.60 dB256QAM1554504279129343481
Downstream 612525.00 MHz6.90 dBmV37.64 dB256QAM1798519349230
Downstream 713531.00 MHz8.60 dBmV38.61 dB256QAM155416279140
Downstream 814537.00 MHz9.50 dBmV37.64 dB256QAM1557202421100
Downstream 915543.00 MHz9.70 dBmV38.61 dB256QAM163359584050
Downstream 1016549.00 MHz9.70 dBmV38.98 dB256QAM178876484570
Downstream 1117555.00 MHz9.00 dBmV38.61 dB256QAM157034675490
Downstream 1218561.00 MHz8.10 dBmV37.64 dB256QAM1648839043100
Downstream 1320573.00 MHz7.80 dBmV38.61 dB256QAM1630212635190
Downstream 1421579.00 MHz7.60 dBmV38.61 dB256QAM1721913128260
Downstream 1522585.00 MHz7.70 dBmV38.61 dB256QAM170240700590
Downstream 1623591.00 MHz8.20 dBmV38.61 dB256QAM157786365040
Downstream 1724597.00 MHz8.80 dBmV38.61 dB256QAM1516255788110
Downstream 1825603.00 MHz9.40 dBmV38.98 dB256QAM158627171320
Downstream 1926609.00 MHz10.10 dBmV38.98 dB256QAM1767970170200
Downstream 2027615.00 MHz10.70 dBmV38.61 dB256QAM1595377018190
Downstream 2128621.00 MHz11.50 dBmV38.61 dB256QAM156613458550
Downstream 2229627.00 MHz12.50 dBmV38.98 dB256QAM161486878060
Downstream 235477.00 MHz4.10 dBmV38.61 dB256QAM177256361500
Downstream 2432645.00 MHz13.60 dBmV38.98 dB256QAM16211568061170
Reset FEC Counters

Upstream

 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 1224.00 MHz38.25 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 2436.80 MHz40.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 3330.40 MHz39.50 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 4119.20 MHz38.75 dBmVDOCSIS1.x (TDMA)2560 kSym/s16QAM

 

 Status
System Uptime:0 d: 17 h: 20 m
Computers Detected:staticCPE(1), dynamicCPE(1)
CM Status:OPERATIONAL
Time and Date:Thu 2018-09-13 13:38:24

 

 DOCSIS(CM) Events

 

Date TimeEvent IDEvent LevelDescription
9/13/2018 12:43840202005Lost MDD Timeout;CM-MAC=38:70:0c:2d:51:d9;CMTS-MAC=00:17:10:95:9c:13;CM-QOS=1.1;CM-VER=3.0;
9/13/2018 12:43840007005RCS Partial Service;CM-MAC=38:70:0c:2d:51:d9;CMTS-MAC=00:17:10:95:9c:13;CM-QOS=1.1;CM-VER=3.0;
9/13/2018 12:44840202005Lost MDD Timeout;CM-MAC=38:70:0c:2d:51:d9;CMTS-MAC=00:17:10:95:9c:13;CM-QOS=1.1;CM-VER=3.0;
9/13/2018 12:44840007005RCS Partial Service;CM-MAC=38:70:0c:2d:51:d9;CMTS-MAC=00:17:10:95:9c:13;CM-QOS=1.1;CM-VER=3.0;
9/13/2018 12:44840202005Lost MDD Timeout;CM-MAC=38:70:0c:2d:51:d9;CMTS-MAC=00:17:10:95:9c:13;CM-QOS=1.1;CM-VER=3.0;
9/13/2018 12:44840007005RCS Partial Service;CM-MAC=38:70:0c:2d:51:d9;CMTS-MAC=00:17:10:95:9c:13;CM-QOS=1.1;CM-VER=3.0;
9/13/2018 12:54840202005Lost MDD Timeout;CM-MAC=38:70:0c:2d:51:d9;CMTS-MAC=00:17:10:95:9c:13;CM-QOS=1.1;CM-VER=3.0;
9/13/2018 12:54840007005RCS Partial Service;CM-MAC=38:70:0c:2d:51:d9;CMTS-MAC=00:17:10:95:9c:13;CM-QOS=1.1;CM-VER=3.0;
9/13/2018 12:54840202005Lost MDD Timeout;CM-MAC=38:70:0c:2d:51:d9;CMTS-MAC=00:17:10:95:9c:13;CM-QOS=1.1;CM-VER=3.0;
9/13/2018 12:54840007005RCS Partial Service;CM-MAC=38:70:0c:2d:51:d9;CMTS-MAC=00:17:10:95:9c:13;CM-QOS=1.1;CM-VER=3.0;
9/13/2018 12:57840202005Lost MDD Timeout;CM-MAC=38:70:0c:2d:51:d9;CMTS-MAC=00:17:10:95:9c:13;CM-QOS=1.1;CM-VER=3.0;
9/13/2018 12:57840007005RCS Partial Service;CM-MAC=38:70:0c:2d:51:d9;CMTS-MAC=00:17:10:95:9c:13;CM-QOS=1.1;CM-VER=3.0;
9/13/2018 12:58840202005Lost MDD Timeout;CM-MAC=38:70:0c:2d:51:d9;CMTS-MAC=00:17:10:95:9c:13;CM-QOS=1.1;CM-VER=3.0;
9/13/2018 12:58840007005RCS Partial Service;CM-MAC=38:70:0c:2d:51:d9;CMTS-MAC=00:17:10:95:9c:13;CM-QOS=1.1;CM-VER=3.0;
9/13/2018 12:58840202005Lost MDD Timeout;CM-MAC=38:70:0c:2d:51:d9;CMTS-MAC=00:17:10:95:9c:13;CM-QOS=1.1;CM-VER=3.0;
9/13/2018 12:58840007005RCS Partial Service;CM-MAC=38:70:0c:2d:51:d9;CMTS-MAC=00:17:10:95:9c:13;CM-QOS=1.1;CM-VER=3.0;
9/13/2018 12:58840202005Lost MDD Timeout;CM-MAC=38:70:0c:2d:51:d9;CMTS-MAC=00:17:10:95:9c:13;CM-QOS=1.1;CM-VER=3.0;
9/13/2018 12:58840007005RCS Partial Service;CM-MAC=38:70:0c:2d:51:d9;CMTS-MAC=00:17:10:95:9c:13;CM-QOS=1.1;CM-VER=3.0;
9/13/2018 12:58840202005Lost MDD Timeout;CM-MAC=38:70:0c:2d:51:d9;CMTS-MAC=00:17:10:95:9c:13;CM-QOS=1.1;CM-VER=3.0;
9/13/2018 12:58840007005RCS Partial Service;CM-MAC=38:70:0c:2d:51:d9;CMTS-MAC=00:17:10:95:9c:13;CM-QOS=1.1;CM-VER=3.0;
5 REPLIES
Highlighted
Helper

Re: Connection issues, need help

I really hope the tech didn't see these numbers and say all looked great...ouch!  Power levels are all over the place. This is not a modem problem. This is a signal problem. 

 

Call back and get another tech visit. If all is good at your house (no damaged coax, bad amps, no filters, no corroded or loose connections) then they need to escalate it up to the next level tech to check things out at the street.

 

Sharer

Re: Connection issues, need help

No... your signal levels paint a different picture--the lines are not "OK".

Levels are not only slipping out of spec on several channels, but they are also all over the map (ideally, on downstream side, want levels squarely between -8 and +10 with <2db variance across a 16 channel spread).

Likely some coax/splitters/connectors are compromised, or an amp somewhere is out of sorts and needs adjustment or replacement. Some potential issues may not be appropriate for the typical tech and would need escalation... but the more basic customer premise items need to be checked off the list first, so you will need another tech to visit the home to do a more proper inspection.

May be a good idea to save/print the logs and signal levels for the tech to review next visit... They give some pretty clear indicators of what he/she would want to verify on-site.

In the short term, you MAY be able to clean things up a bit yourself, depending on what all is going on with your cable runs. For the system to work properly, the cables need to have clean connections and good shielding across the entire run... and that shielding needs to conform to specific distance and alignment to the center conductor to keep the RF waveforms in spec... so it is important to inspect them as best you can.

Take two pair of pliers with you and open the connections at devices, wall jack connections, splitters, and male-to-male extension barrels as best you can reasonably do. Make sure the connectors and center copper colored wire looks dry and "bright/shiny", and then reconnect them to just a hair more than finger tight.. Not torqued up, but just nudge it slightly beyond finger tight. Want to make sure there is no moisture or corrosion in there... If you spot questionable quality, make note of them so they can be addressed by the technician (basically, may need to clean or even replace components).

Also make sure the cable runs continually forward in as straight a line as reasonably possible. Don't want any crimps, heavy twisting, or any turns sharper than what you would expect to see around something about the size of a 2 liter soda bottle. Some common tricky spots are around corners of furniture, around corners of walls, along door jams and wall moldings (especially if they are "stapled" down somehow).

Also a good idea to avoid a lot of short coiling of excessive cable. Better to run a shorter run if there is a lot of excess cable... something a tech can address as well by cutting off excess and installing a new end. (Note there are kits you can buy to install new compression ends if you are savvy to this, but need to make sure you get proper tools and components... the proper ones are not "cheap").

Do this for ALL coax points in your home... even the ones that would go to TV's and such, as they all ultimately feed from the same trunk and compromised signaling can impact the entire system.

One VERY important thing to make note of for your tech is how many unused wall jacks and/or cable extensions are not connected to any devices, as well as where they are. These need to be either terminated properly, or disconnected from the circuit completely. All potential points of RF ingress/egress needs to be isolated and addressed... especially more so now since T-Mobile acquired AT&T's unused 600mhz band and started using it in some markets.
Rookie

Re: Connection issues, need help

Thanks for the replies and it looks like I'm on the right track but I'm thinking this may be in issues with the line to the house. When the tech came out Monday, he went ahead and disconnected all the unused jacks since we went to internet only and replaced all the ends. What I have now is: Line comes into the outside box and connects to the grounding block. On the other side, I have one cable leading under the house about 40' and up through the floor directly into the modem so the only connection point is the grounding block. Visual inspection of that cable looks good, but we lease the house and it was here when we moved in a little over a year ago so I don't know how old it is.

 

Is there anything specific I should tell support when I call again to help me get the correct resource assigned?

Sharer

Re: Connection issues, need help

A couple things may help... might actually lead to some degree of escalation over the phone:

Note the "partial service" entries in your log. This means signal quality is too degraded to get locks on one or more assigned channels.

You have noticed on the signal page there is a strange "steep" drop of signal levels on frequencies below 540mhz... which is where you are also seeing channels lose their bindings (normally, you bond adjacent channels 6mhz apart, like 507, 513, 519, 525, etc.--you don't want to see huge gaps like you have there). If some actually show 0 or unkown from time to ti.e, that is a key detail to offer as well.

You are internet only (no broadcast TV) and this is an older location (as in, it likely had broadcast service in the past).

Basically, what this is hinting at is the possibility there may be a notch filter in play that is knackering up a specific range of frequencies, leading to the failed channel locks at the lower end of available spectrum (close to where channels 2-78 were broadcast before they went to digital TV).

Not wanting to outright make that claim, as we don't work on the systems and we surely don't want to tell them how to do their job. But they have inherited a lot of legacy installs and some things are just off the radar sometimes. I also in fact encountered extremely similar symptoms myself... and we did indeed find a green banded notch filter on my line. Specifically, a number 435 for channels 2-78 ( was etched on the barrel). Simply removing this from the line brought the lower 8 channels levels back in line with the upper 16--and no more regular modem reboots because it was trying to bond to dead/unstable channels. Who knows how many of these things got installed over the years, and simply are not noticed these days--as the guy told me, sometimes you can't see the etchings anymore... just have the colored band to identify them by.

Hopefully it will flag someone's attention, maybe get you to someone who can check this angle more directly... be that through service history or by doing a spectral analysis of the signal (has a distinct pattern when the choke is used).

It just looks highly suspicious to me because of my experience with one being on my line. It isn't always such a simple solution, but sometimes it is. Would be nice if you could get that verified... tactfully though. That is the hard part... feeding them relevant info that may lead down an investigative path without coming right out and saying "hey, check this out".
Browser

Re: Connection issues, need help

I'm in N. Raleigh and had similar issues. Problem was that signal to my house and others on street was not in specification. It took six visits from service techs and 3 associated maintenance tickets being launched to solve the problem.

 

My advice is the only way to solve it is be persistent. Keep setting up appointments until they fix it.