Spectator

Continuous loss of service

So I have had TWC for about six months. In that time I have lost internet service nearly every three to four weeks. I'm subscribed to the fastest, most super-duper-est package they offer yet I cannot connect to the web via TWC. We have had tech after tech come in and claim to fix this or replace that and yet, nothing. The connection works off and on while the tech is here but quits soon after. We have even replaced the modem twice! One supervisor gave me a one month refund but it still bothers me. Why have I been paying so much for so little only to receive a pittance from the company? Rhetorical question, I know but this fiasco is still working me over and I am still without the net. I want a refund for half of the money I have forked over since I have only used the service for half of the time! I will make sure to tell my friends and their friends to choose someone else when looking for an ISP.
9 REPLIES
Expert

Re: Continuous loss of service

copy and paste the modems signal level and error log pages. Where are you located and which modem do you have?

 

Spectator

Re: Continuous loss of service

I cannot access the LAN via 192.168.0.1 They are sending another tech out tomorrow to figure out the signal to noise ratio bit. I am in Tazewell, VA. I have a technicolor model TC8717T modem. Once I find a laptop that I can connect with an Ethernet cable I will post what I find. Hopefully the tech has things working before then. Fingers crossed! Cheers, Rob
Highlighted
Expert

Re: Continuous loss of service

try 192.168.100.1

 

Need to see the error log and signal level pages.

 

What does a speed test show you vs what you're paying for?

 

Spectator

Re: Continuous loss of service

Sun Apr 26 09:58:06 2015 Warning (5) MDD message timeout;CM-MAC=b0:c2:87:87:7c:43;CMTS-MAC=00:01:5c:46:60:4f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 09:57:38 2015 Critical (3) Http login:admin from IP address 192.168.0.4
Sun Apr 26 09:57:38 2015 Warning (5) MDD message timeout;CM-MAC=b0:c2:87:87:7c:43;CMTS-MAC=00:01:5c:46:60:4f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 09:57:28 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:c2:87:87:7c:43;CMTS-MAC=00:01:5c:46:60:4f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 09:57:26 2015 Warning (5) MDD message timeout;CM-MAC=b0:c2:87:87:7c:43;CMTS-MAC=00:01:5c:46:60:4f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 09:56:12 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:c2:87:87:7c:43;CMTS-MAC=00:01:5c:46:60:4f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 09:56:06 2015 Warning (5) MDD message timeout;CM-MAC=b0:c2:87:87:7c:43;CMTS-MAC=00:01:5c:46:60:4f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 09:55:22 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:c2:87:87:7c:43;CMTS-MAC=00:01:5c:46:60:4f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 09:55:12 2015 Warning (5) MDD message timeout;CM-MAC=b0:c2:87:87:7c:43;CMTS-MAC=00:01:5c:46:60:4f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 09:54:06 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:c2:87:87:7c:43;CMTS-MAC=00:01:5c:46:60:4f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 09:54:02 2015 Warning (5) MDD message timeout;CM-MAC=b0:c2:87:87:7c:43;CMTS-MAC=00:01:5c:46:60:4f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 09:53:41 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:c2:87:87:7c:43;CMTS-MAC=00:01:5c:46:60:4f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 09:53:22 2015 Warning (5) MDD message timeout;CM-MAC=b0:c2:87:87:7c:43;CMTS-MAC=00:01:5c:46:60:4f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 09:53:17 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:c2:87:87:7c:43;CMTS-MAC=00:01:5c:46:60:4f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 09:53:14 2015 Warning (5) MDD message timeout;CM-MAC=b0:c2:87:87:7c:43;CMTS-MAC=00:01:5c:46:60:4f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 09:51:57 2015 Critical (3) Http login:admin from IP address 192.168.0.4
Sun Apr 26 09:51:42 2015 Warning (5) MDD message timeout;CM-MAC=b0:c2:87:87:7c:43;CMTS-MAC=00:01:5c:46:60:4f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 09:49:29 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:c2:87:87:7c:43;CMTS-MAC=00:01:5c:46:60:4f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 09:49:28 2015 Warning (5) MDD message timeout;CM-MAC=b0:c2:87:87:7c:43;CMTS-MAC=00:01:5c:46:60:4f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 09:49:02 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:c2:87:87:7c:43;CMTS-MAC=00:01:5c:46:60:4f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 09:49:00 2015 Warning (5) MDD message timeout;CM-MAC=b0:c2:87:87:7c:43;CMTS-MAC=00:01:5c:46:60:4f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 09:47:47 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:c2:87:87:7c:43;CMTS-MAC=00:01:5c:46:60:4f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 09:47:24 2015 Warning (5) MDD message timeout;CM-MAC=b0:c2:87:87:7c:43;CMTS-MAC=00:01:5c:46:60:4f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 09:46:58 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:c2:87:87:7c:43;CMTS-MAC=00:01:5c:46:60:4f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 09:46:40 2015 Warning (5) MDD message timeout;CM-MAC=b0:c2:87:87:7c:43;CMTS-MAC=00:01:5c:46:60:4f;CM-QOS=1.1;CM-VER=3.0;
Expert

Re: Continuous loss of service

Still need the SIGNAL LEVEL PAGES!

 

Spectator

Re: Continuous loss of service

The tech switched out two more modems. That makes 5 total. He said that it is a problem with the whole neighborhood.
Expert

Re: Continuous loss of service

POST THE SIGNAL LEVEL PAGES FOR DOWN AND UPSTREAM!

 

Spectator

Re: Continuous loss of service

They replaced some things outside on the telephone pole.  I'm sorry you felt the need to yell. I'm new to this and I am having a hard time finding the info you asked for.

Expert

Re: Continuous loss of service

It's the up and downstream levels in the modem where you found the error log page.

 

Hopefully the tech found and fixed something.... Some of the levels can indicate where ar what the problem may be.

 Is your service now working properly?