Observer

Continuing Saga of Dropping Internet

Back in May, I had started a thread regarding the constant dropping of my Internet connection (https://forums.timewarnercable.com/t5/Connectivity/Dropping-connection-every-couple-of-hours-sometim...).  At the time they had thought it was resolved, and the topic had been marked solved.  Well, here I am, 3 technician visits later and countless hours of time spent on the phone with Spectrum and I'm still having issues.

 

In the other thread, someone pointed out that I was only bonding on one of my upstream channels and that is definitely the case when I notice my connection dropping.  As I understand it, the modem continually increases power on the upstream channels trying to bond until it ultimately fails and drops the connection.

 

So the technician they sent yesterday was supposedly a supervisor and yet he 1) wanted to charge me for a Spectrum provided modem (which per the operator I spoke to is free and he should have had one on his truck) and 2) he blamed the issue on a kinked cable in the utility closet.  The other two service technicians who have been out replaced that cabling, so its either something they caused or they didn't think it was the issue.   Regardless, he said it was fixed and left, but today, it failed again.

 

My question is this - the problem was at least temporary fixed by me taking the coax from the street off the splitter and back on.  This seemed to allow all 4 upstream channels to bond.  Can anyone explain why this may be the case?

 

I still suspect something at the street level (see the other thread for picture of splitter at the street.  There was talk of excessive corrosion.) and yet I cant seem to get Time Warner or Spectrum to do anything about it.  Anyone have any ideas?

 

Lastly, here's the log from today, including when I disconnected the cable and re-attached it:

 

Time  Priority  Description 
 Sat Sep 08 17:05:34 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:... 
 Sat Sep 08 17:05:34 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:... 
 Sat Sep 08 17:05:21 2018   Notice (6)  Overriding MDD IP initialization parameters; IP provisioning ... 
 Sat Sep 08 17:05:18 2018   Critical (3)  No Ranging Response received - T3 time-out;CM-MAC=94:fb:b2:9e... 
 Sat Sep 08 17:05:10 2018   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/Q... 
 Sat Sep 08 17:05:04 2018   Critical (3)  Started Unicast Maintenance Ranging - No Response received - ... 
 Sat Sep 08 17:04:56 2018   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/Q... 
 Sat Sep 08 17:04:42 2018   Critical (3)  Received Response to Broadcast Maintenance Request, But no Un... 
 Sat Sep 08 17:04:42 2018   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/Q... 
 Sat Sep 08 17:04:17 2018   Warning (5)  MDD message timeout;CM-MAC=94:fb:b2:9e:51:98;CMTS-MAC=00:01:5... 
 Sat Sep 08 17:04:17 2018   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/Q... 
 Sat Sep 08 10:22:03 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:... 
 Sat Sep 08 10:22:03 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:... 
 Sat Sep 08 10:21:53 2018   Notice (6)  Overriding MDD IP initialization parameters; IP provisioning ... 
 Sat Sep 08 10:21:49 2018   Critical (3)  No Ranging Response received - T3 time-out;CM-MAC=94:fb:b2:9e... 
 Sat Sep 08 10:21:41 2018   Critical (3)  Received Response to Broadcast Maintenance Request, But no Un... 
 Sat Sep 08 10:21:08 2018   Critical (3)  Started Unicast Maintenance Ranging - No Response received - ... 
 Sat Sep 08 10:09:39 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:... 
 Sat Sep 08 10:09:39 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:... 
 Sat Sep 08 10:09:27 2018   Notice (6)  Overriding MDD IP initialization parameters; IP provisioning ... 
 Sat Sep 08 10:09:17 2018   Critical (3)  Received Response to Broadcast Maintenance Request, But no Un... 
 Sat Sep 08 10:08:45 2018   Critical (3)  Started Unicast Maintenance Ranging - No Response received - ... 
 Sat Sep 08 09:43:41 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:... 
 Sat Sep 08 09:43:41 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:... 
 Sat Sep 08 09:43:27 2018   Notice (6)  Overriding MDD IP initialization parameters; IP provisioning ... 
 Sat Sep 08 09:43:15 2018   Critical (3)  Received Response to Broadcast Maintenance Request, But no Un... 
 Sat Sep 08 09:42:43 2018   Critical (3)  Started Unicast Maintenance Ranging - No Response received - ... 
 Sat Sep 08 09:28:57 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:... 
 Sat Sep 08 09:28:57 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:... 
 Sat Sep 08 09:28:47 2018   Notice (6)  Overriding MDD IP initialization parameters; IP provisioning ... 
 Sat Sep 08 09:28:45 2018   Critical (3)  No Ranging Response received - T3 time-out;CM-MAC=94:fb:b2:9e... 
 Sat Sep 08 09:28:35 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:... 

 

5 REPLIES
Observer

Re: Continuing Saga of Dropping Internet

Well, looks like my upstream power is creeping up.  I'm expecting it to tipover soon and I'll lose internet again.  At least thats my understanding of how this works, I'm sure you guys have the technical explanation.

 

Upstream Bonded ChannelsChannel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power

1LockedATDMA735120 Ksym/sec17800000 Hz51.0 dBmV
2LockedATDMA745120 Ksym/sec24200000 Hz51.0 dBmV
3LockedATDMA755120 Ksym/sec30600000 Hz51.0 dBmV
4LockedATDMA765120 Ksym/sec37000000 Hz51.0 dBmV
Observer

Re: Continuing Saga of Dropping Internet

I didn't have a chance to check yesterday, but here's what my modem is back to reading (hint - only one upstream channel bonded):

 

Total Correctables Total Uncorrectables

847590

 

Upstream Bonded ChannelsChannel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power

1LockedATDMA755120 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
Sharer

Re: Continuing Saga of Dropping Internet

Disconnecting the coax caused the modem to thunk for channels again... sorta triggered a "soft" reboot when signal was restored. The channel locks can still happen even when the user data signal integrity is bad--sorta like how a channel scan on a radio or TV can lock weak/distorted channels because it finds carrier wave, but the SnR is so bad the modulation part.of the data feed is just shot to h3ll because of the noise floor.

IIRC, a higher tier of support was needed to address a found issue at the upstream tap or something? This would be something generally beyond the scope of the tech that usually comes to check in-house cabling and devices, calling for escalation. Not only can this take a lot of time for resolution by the "maintenance" level for various sort of "red tape" reasons, but if the escalation was not filed properly it may have just not made it to the right people for proper review.

The community team might be able to help nudge things a bit more toward the proper channels, but they will need some specifics best forwarded in a more direct messaging format then a public peers forum like this. Hopefully this will catch their eyes soon so they can offer some guidance on how to best gather the needed info and documention.
Community Manager

Re: Continuing Saga of Dropping Internet

We can certainly get this issue passed along to the correct team for follow-up.  You can send a private message to @Forums_Help or contact us directly on Social Media:

 

Observer

Re: Continuing Saga of Dropping Internet

James,

 

Thanks for your reply.  I DM'd with a representative on Twitter on they've reached out to local engineers to look into the issue.  They are thinking I should hear something within 3-4 business days.  

 

I'll update this thread when I've heard from them.

 

Tim