Valued Participant

Constant Disconnects and Unreliable internet is back again. (Escalate This Already)

Subject speakes for itself. Here is my most recent thread. 4/3/2017 http://forums.timewarnercable.com/t5/forums/v3_1/forumtopicpage/board-id/connectivity/page/4/thread-... Here is a older one. 11/14/2016 http://forums.timewarnercable.com/t5/Connectivity/Ping-Spikes/m-p/119661#M39063

It is now 5/18/2017 and my internet is still **bleep**. Last time the tech was here it worked great for little over a week.  I want to know whats going on. And why this was not fixed already.

31 REPLIES
Valued Participant

Re: Constant Disconnects and Unreliable internet is back again. (Escalate This Already)

http://imgur.com/zxBQeJ8

 

Status

Connection : This page displays information on the status of the cable modem's HFC and IP network connectivity.


Startup Procedure
Procedure Status Comment
Acquire Downstream Channel Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+

Downstream Channel
Channel Lock Status Modulation Channel ID Symbol Rate Frequency Power SNR
1 Locked QAM256 6 5360537 555000000 Hz 0.6 dBmV 38.7 dB
2 Locked QAM256 2 5360537 531000000 Hz -2.4 dBmV 37.9 dB
3 Locked QAM256 3 5360537 537000000 Hz -0.5 dBmV 38.5 dB
4 Locked QAM256 4 5360537 543000000 Hz 0.1 dBmV 38.7 dB
5 Locked QAM256 5 5360537 549000000 Hz 0.6 dBmV 38.8 dB
6 Locked QAM256 1 5360537 525000000 Hz -5.9 dBmV 36.8 dB
7 Locked QAM256 7 5360537 561000000 Hz 0.7 dBmV 38.7 dB
8 Locked QAM256 8 5360537 567000000 Hz 0.5 dBmV 38.5 dB
9 Locked QAM256 9 5360537 573000000 Hz 0.3 dBmV 38.4 dB
10 Locked QAM256 10 5360537 579000000 Hz 0.3 dBmV 38.5 dB
11 Locked QAM256 11 5360537 585000000 Hz 0.5 dBmV 38.8 dB
12 Locked QAM256 12 5360537 591000000 Hz 0.5 dBmV 38.7 dB
13 Locked QAM256 13 5360537 597000000 Hz -0.1 dBmV 38.3 dB
14 Locked QAM256 14 5360537 603000000 Hz 0.3 dBmV 38.5 dB
15 Locked QAM256 15 5360537 609000000 Hz 0.9 dBmV 38.8 dB
16 Locked QAM256 16 5360537 615000000 Hz 1.2 dBmV 39.2 dB

Upstream Channel
Channel Lock Status Modulation Channel ID Symbol Rate Frequency Power
1 Locked QAM64 3 5120 Ksym/sec 30600000 Hz 54.0 dBmV
2 Locked QAM16 2 5120 Ksym/sec 24200000 Hz 55.2 dBmV
3 Not Locked Unknown 0 0 Ksym/sec 0.0 dBmV
4 Not Locked Unknown 0 0 Ksym/sec 0.0 dBmV

Valued Participant

Re: Constant Disconnects and Unreliable internet is back again. (Escalate This Already)

http://imgur.com/a/JgDwc

 

Status

SNMP Event Log  :  This page displays the contents of the SNMP event log.



 

 Time  Priority  Description 
 Thu May 18 14:24:42 2017   Critical (3)  Started Unicast Maintenance Ranging - No Response received - ... 
 Thu May 18 14:17:19 2017   Warning (5)  Dynamic Range Window violation 
 Thu May 18 13:43:05 2017   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=80:29:... 
 Thu May 18 13:43:05 2017   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=80:29:... 
 Thu May 18 13:42:50 2017   Notice (6)  Overriding MDD IP initialization parameters; IP provisioning ... 
 Thu May 18 13:42:47 2017   Critical (3)  No Ranging Response received - T3 time-out;CM-MAC=80:29:94:c8... 
 Thu May 18 13:42:38 2017   Critical (3)  Received Response to Broadcast Maintenance Request, But no Un... 
 Thu May 18 13:42:06 2017   Critical (3)  Started Unicast Maintenance Ranging - No Response received - ... 
 Thu May 18 13:41:44 2017   Warning (5)  Dynamic Range Window violation 
 Thu May 18 13:41:44 2017   Critical (3)  Started Unicast Maintenance Ranging - No Response received - ... 
 Thu May 18 13:41:42 2017   Warning (5)  Dynamic Range Window violation 
 Thu May 18 13:41:42 2017   Critical (3)  Started Unicast Maintenance Ranging - No Response received - ... 
 Thu May 18 13:41:41 2017   Warning (5)  Dynamic Range Window violation 
 Thu May 18 13:41:41 2017   Critical (3)  Started Unicast Maintenance Ranging - No Response received - ... 
 Thu May 18 13:41:41 2017   Warning (5)  Dynamic Range Window violation 
 Thu May 18 13:41:40 2017   Critical (3)  Started Unicast Maintenance Ranging - No Response received - ... 
 Thu May 18 13:36:47 2017   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=80:29:... 
 Thu May 18 13:36:47 2017   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=80:29:... 
 Thu May 18 13:36:34 2017   Notice (6)  Overriding MDD IP initialization parameters; IP provisioning ... 
 Thu May 18 13:36:19 2017   Critical (3)  Received Response to Broadcast Maintenance Request, But no Un... 
 Thu May 18 13:35:46 2017   Warning (5)  Dynamic Range Window violation 
 Thu May 18 13:18:00 2017   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=80:29:... 
 Thu May 18 13:18:00 2017   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=80:29:... 
 Thu May 18 13:17:46 2017   Notice (6)  Overriding MDD IP initialization parameters; IP provisioning ... 
 Thu May 18 13:17:41 2017   Critical (3)  No Ranging Response received - T3 time-out;CM-MAC=80:29:94:c8... 
 Thu May 18 13:17:34 2017   Critical (3)  Received Response to Broadcast Maintenance Request, But no Un... 
 Thu May 18 13:17:00 2017   Critical (3)  Started Unicast Maintenance Ranging - No Response received - ... 
 Thu May 18 13:01:28 2017   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=80:29:... 
 Thu May 18 13:01:28 2017   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=80:29:... 
 Thu May 18 13:01:14 2017   Notice (6)  Overriding MDD IP initialization parameters; IP provisioning ... 
 Thu May 18 13:00:58 2017   Critical (3)  Received Response to Broadcast Maintenance Request, But no Un... 
 Thu May 18 13:00:28 2017   Warning (5)  Dynamic Range Window violation 
Observer

Re: Constant Disconnects and Unreliable internet is back again. (Escalate This Already)

Your log is saying that the handshake between your cable modem and the CMTS (cable modem termination system) is not working. I'll explain like this. Your driving down a two lane road. Another car is coming towards you in the other lane. As you pass one another, you wave and the other car driver waves back. You both keep driving. However, if you wave and the other driver does not wave back then your car stalls and you have to pull over to the side of the road, where it dies. A short time later your able to restart your car and get back on the road.
Valued Participant

Re: Constant Disconnects and Unreliable internet is back again. (Escalate This Already)

All I am seeing is the 6 or so trouble calls I already had. Was not enough to fix my upstream issue. And they claimed they was going to watch my modem on the last visit. Obviously thats not happening anymore.

Expert

Re: Constant Disconnects and Unreliable internet is back again. (Escalate This Already)

Call them back out,  print out that last signal and error log page.

The upstream path is bad, going up over range and then sacrificing channels to try to concentrate all power on one channel.

It's causing the "dynamic range violation" in the log

It needs a competent tech out and probably escalate it to the boom truck guys to fix whatever is wrong on the street.

 

 Are your neighbors having issues?

 

I'd also remove/replace the "internet only" trap/ filter, it may be bad and is trashing the lowest data channel nearest the video qam channels

 

Highlighted
Expert

Re: Constant Disconnects and Unreliable internet is back again. (Escalate This Already)


ByteEnable wrote:
Your log is saying that the handshake between your cable modem and the CMTS (cable modem termination system) is not working. I'll explain like this. Your driving down a two lane road. Another car is coming towards you in the other lane. As you pass one another, you wave and the other car driver waves back. You both keep driving. However, if you wave and the other driver does not wave back then your car stalls and you have to pull over to the side of the road, where it dies. A short time later your able to restart your car and get back on the road.

That's not correct, Handshaking is not the  actual problem.  The modem is intermittently operating at the top edge of it's upstream transmit range and cannot handle proper channel bonding because one or more of the 4 channels are intermittently dropping. Each time it sees a channel go out of range it has to reset itself to try to concentrate remaining power onto other upstream channels.

 This needs twc out

 

Observer

Re: Constant Disconnects and Unreliable internet is back again. (Escalate This Already)

Sorry but it is correct:

T3 Timeout ( Ranging Request Retries Exhausted )

Explanation: The cable modem has sent 16 Ranging Request (RNG-REQ) messages without receiving a Ranging Response (RNG-RSP) message in reply from the CMTS. The cable modem is therefore resetting its cable interface and restarting the registration process. This typically is caused by noise on the upstream that causes the loss of MAC-layer messages. Noise could also raise the signal-to-noise ratio (SNR) on the upstream to a point where the cable modem’s power level is insufficient to transmit any messages. If the cable modem cannot raise its upstream transmit power level to a level that allows successful communication within the maximum timeout period, it resets its cable interface and restarts the registration process. This error message is DOCSIS event message is R03.0, Ranging Request.

 

Valued Participant

Re: Constant Disconnects and Unreliable internet is back again. (Escalate This Already)

I will probably end up talking on the web chat tomorrow. As I have a hard time understanding the people from out of country on the phone. Last time I talked to someone named Hodge or something. 

Expert

Re: Constant Disconnects and Unreliable internet is back again. (Escalate This Already)

Nope... That's the end result and NOT THE ACTUAL PROBLEM source.

look up DYNAMIC RANGE WINDOW VIOLATION.... if upstream changes by more than 3 dB it resets the modem and tries to find a good upstream channel by concentrating power onto them one at a time, go look thru her past US levels.

 

 Countrygirl is not having a noise issue, Herupstream path is intermittent