Participant

Constant Disconnects and Unreliable internet.

Awhile back I posted a simmilar article. I acturally ended up giving up. Figured I would try again sense Time Warner is actrally Spectrum now. Though doubtful anything will change. I would like people to point out the issues they see in the pictures i am going to post. Like the insanely high upload power limit. Also note 3 of the upload channels dropped off. They come back after restarting for a little while anyways. Note a tech ran a new cable not to long ago. And there are no splitters at all.  Also would like to know how to not get new modems every time I complain about this issue. And possibly get stuff fixed.                                                                  

Status  http://imgur.com/eacwpCq

Event http://imgur.com/1FzAdv7

27 REPLIES
Spectrum Employee

Re: Constant Disconnects and Unreliable internet.

[ Edited ]

Staight up return/upstream signal level issue.

Please schedule a trouble call, the reason only one of four of the upstream channels is locked on is because the other three are too high for the modem to even attempt transmitting.

Fix the upstream being too high, fix the issue.

My postings on this site are my own, off-the-clock, and don’t necessarily represent TWC’s/Charter's strategies or opinions.
Expert

Re: Constant Disconnects and Unreliable internet.

You have a signal level issue, probably a corroded connection outdoors. A NEW MODEM WILL NOT FIX THIS, IT IS A PROBLEM SOMEWHERE BETWEEN THE POLE AND YOUR MODEM...

 Call TWC, Upstream at +57 is the emergency- last ditch attempt to concentrate all power onto a single channel.\

 

Copy and paste please, I can't easily compare links.

 

Participant

Re: Constant Disconnects and Unreliable internet.

[ Edited ]

I stopped by Spectrum in person with pictures today.  As i never had luck on phone or via Webchat. Took ages as car was in shop. Anyhow showed a recent picture showing 3 upload chs dropped and the the last 1 which was on frequency 24200000hz at power 58.2dBmV. The guy blamed it on my router. saying that ch is 2.4g which is wifi lol then offered to sell me wifi for $5. Anyways I got a appointment.  Anyhow Maybe tomorrow i will get someone to appear.  Thankfully i got a month worth of status/event screenshots now. I will let you guys know how it turns out.

Expert

Re: Constant Disconnects and Unreliable internet.

[ Edited ]

 

 Lost/ excessive coax levels have nothing to do with the wireless/wifi radios after the router other than if the coaxial side is bad, the wireless will perform poorly if it even works at all...

US issues are often outside your property and may be a mile away

 

 

Participant

Re: Constant Disconnects and Unreliable internet.

The day the tech worked on it. Said the gray box outside was showing 40 when the line in my home was 50+ he changed out cable again. said there was no visual damage to the cable. It showed 40 that entire day. Day later every upload channel was at 50. Which is not over 52 so i ignored it. Anyway today I woke up with only 1 upload channel at 43. anyway restarted it. showed all at 43 within 20min the modem rebooted itself. Must have climbed sky high again.  Now im looking at 53.2  53.7  53.8 52.8

 

So what should i do call them to come back out? How do i get this issue fixed. Every time I have had the same tech here. He always says he seen a issue with the numbers. He changes a few things it works great for a day. Then issues reappear.  As far as event log alot of t3 t4 timeouts.

Participant

Re: Constant Disconnects and Unreliable internet.

Does the problem look fixed? 

Status http://imgur.com/7Aeinfu

Event http://imgur.com/fdI7E02

 

Event Log

The table below contains the log of events that the SB6183 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

 
Time Priority Description
Sun Apr 23 14:46:03 2017Notice (6)TLV-11 - unrecognized OID;CM-MAC=20:3d:66:9f:24:41;CMTS-MAC=00:17:10:91:2e:8d;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 23 14:46:02 2017Error (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=20:3d:66:9f:24:41;CMTS-MAC=00:17:10:91:2e:8d;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 23 14:46:02 2017Error (4)Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=20:3d:66:9f:24:41;CMTS-MAC=00:17:10:91:2e:8d;CM-QOS=1.1;CM-VER=3.0;
Time Not EstablishedNotice (6)Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
Sun Apr 23 14:45:10 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9f:24:41;CMTS-MAC=00:17:10:91:2e:8d;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 23 14:44:38 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9f:24:41;CMTS-MAC=00:17:10:91:2e:8d;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 23 14:35:48 2017Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9f:24:41;CMTS-MAC=00:17:10:91:2e:8d;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 23 14:35:46 2017Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9f:24:41;CMTS-MAC=00:17:10:91:2e:8d;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 23 14:30:38 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9f:24:41;CMTS-MAC=00:17:10:91:2e:8d;CM-QOS=1.1;CM-VER=3.0;
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Sun Apr 23 14:13:38 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9f:24:41;CMTS-MAC=00:17:10:91:2e:8d;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 23 14:13:05 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9f:24:41;CMTS-MAC=00:17:10:91:2e:8d;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 23 14:06:27 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9f:24:41;CMTS-MAC=00:17:10:91:2e:8d;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 23 14:05:55 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9f:24:41;CMTS-MAC=00:17:10:91:2e:8d;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 23 13:26:10 2017Critical (3)16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=20:3d:66:9f:24:41;CMTS-MAC=00:17:10:91:2e:8d;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 23 13:26:10 2017Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=20:3d:66:9f:24:41;CMTS-MAC=00:17:10:91:2e:8d;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 23 13:26:10 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9f:24:41;CMTS-MAC=00:17:10:91:2e:8d;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 23 13:08:10 2017Critical (3)16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=20:3d:66:9f:24:41;CMTS-MAC=00:17:10:91:2e:8d;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 23 13:08:10 2017Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=20:3d:66:9f:24:41;CMTS-MAC=00:17:10:91:2e:8d;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 23 13:08:10 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9f:24:41;CMTS-MAC=00:17:10:91:2e:8d;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 23 12:29:28 2017Critical (3)16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=20:3d:66:9f:24:41;CMTS-MAC=00:17:10:91:2e:8d;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 23 12:29:28 2017Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=20:3d:66:9f:24:41;CMTS-MAC=00:17:10:91:2e:8d;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 23 12:29:28 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9f:24:41;CMTS-MAC=00:17:10:91:2e:8d;CM-QOS=1.1;CM-VER=3.0;
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out

 

Modem rebooted itself several times this hour. Several internet outages.

Participant

Re: Constant Disconnects and Unreliable internet.

I was not able to copy paste that status as modem rebooted and i lost it. anyhow heres a paste from right now. 

Status

The statuses listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

 
Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel Locked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+
DOCSIS Network Access EnabledAllowed 

 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1LockedQAM2564543000000 Hz-1.2 dBmV35.2 dB1992815334
2LockedQAM2562531000000 Hz-3.4 dBmV35.1 dB2092415842
3LockedQAM2563537000000 Hz-1.9 dBmV35.1 dB2137616583
4LockedQAM2561525000000 Hz-7.4 dBmV34.5 dB2248517042
5LockedQAM2565549000000 Hz-1.2 dBmV35.3 dB1938214823
6LockedQAM2566555000000 Hz-1.5 dBmV34.6 dB1890914460
7LockedQAM2567561000000 Hz-1.9 dBmV34.7 dB1783914507
8LockedQAM2568567000000 Hz-2.3 dBmV34.4 dB1685113479
9LockedQAM2569573000000 Hz-2.7 dBmV33.8 dB1697914243
10LockedQAM25610579000000 Hz-2.9 dBmV34.0 dB1675513651
11LockedQAM25611585000000 Hz-2.7 dBmV34.2 dB1569413014
12LockedQAM25612591000000 Hz-2.9 dBmV34.1 dB1461012437
13LockedQAM25613597000000 Hz-3.5 dBmV33.3 dB1434312613
14LockedQAM25614603000000 Hz-2.9 dBmV33.9 dB1311811908
15LockedQAM25615609000000 Hz-2.3 dBmV35.0 dB1290610584
16LockedQAM25616615000000 Hz-2.1 dBmV35.1 dB1231010478

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA25120 Ksym/sec24200000 Hz53.7 dBmV
2LockedTDMA12560 Ksym/sec19400000 Hz53.7 dBmV
3LockedATDMA35120 Ksym/sec30600000 Hz53.8 dBmV
4LockedATDMA42560 Ksym/sec37000000 Hz53.8 dBmV


 

Current System Time: Sun Apr 23 15:44:41 2017

Valued Contributor

Re: Constant Disconnects and Unreliable internet.

[ Edited ]

Nothing fixed, based on your signals.  UpStream power levels too high, DownStream power on "Channel 4" (525 MHz) is -7.4 dBmV, compared to -1.2 to -3.5 dBmV for the other 15 DS channels.  SNR is in spec but not by much, 33.3 dB on one channel, which indicates too much noise in the lines.  Too many uncorrectables on all DS channels.  The same issues Ms. Raye described still exist.  If the same tech keeps coming out and not addressing it (it keeps recurring), then you need to get it escalated to the line maintenance crews (the folks in the big trucks).

 

You may be able to get it escalated to the line maintenance crew by contacting Julia R., one of the moderators of this forum.  She is one of the more helpful moderators.... I usually seem to be able to get her if I contact the Forums_Help contact during a weekday rather than at night or on weekends. 
http://forums.timewarnercable.com/t5/user/viewprofilepage/user-id/67165

Participant

Re: Constant Disconnects and Unreliable internet.

I might have to try that. I just dont know whats going on. I had what felt like 50 reboots today alone it felt like. On a 60mbps connection and cant watch a full ep on netflix without many crashes. I mean i should be happy atleast the modem is trying to reboot now. Before it would sit at 58 on 1ch and just not have internet at all. I will either contact her or make a call tomorrow.