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Daily Phone and Internet Outages – T3 Timeouts

Hoping someone can help…

Since June, we have been having daily phone and internet outages – two to three times a day. There is no consistency as to when it happens. We are casual internet users – just browsing - no movie streaming or gaming. Sometimes the phone connection will drop during a conversation. Some outages occur even when we are not on the internet or using the phone. We notice the outage because we see the modem is rebooting.

Spectrum has been trying to fix this since June.

The following is a recap of all the things that have been done to try to resolve the outages:

  • 3 new modem replacements (2 Arris and 1 Ubee)
  • New line run from the street to the house
  • New line run from the outside house box into the house
  • New line run to the modem
  • New router
  • Replaced all cable line connectors and made sure all connections were tight
  • Capped off 2 unused cable lines
  • Modem was moved off the floor, away from all other electrical items, and on its own dedicated outlet

NOTE: We have read about 4GLTE ingress causing issues, so we keep our phones far away from the modem.

 

Additional info:

  1. Location: Mogadore, OH   44260 – Single family complex
  2. Spectrum services: Internet, Phone, Cable TV
  3. Modem: Arris TG1672G
  4. Router: Cisco Linksys EA4500 N9000 router
  5. Firmware Name: TS0901103J6TW2_072417_16XX.GW_PC20_TW
  6. Firmware Build Time: Mon Jul 24 11:08:24 EDT 2017
  7. eSAFE 0 FW Revision: TS0901103J6TW2_072417_ARRIS_GW
  8. Speed test:
    1. Download Speed: 37239 kbps (4654.9 KB/sec transfer rate)
    2. Upload Speed: 6202 kbps (775.3 KB/sec transfer rate)
    3. Latency: 10 ms
    4. ‎1‎/‎2‎/‎2018‎ ‎8:‎07‎:‎58‎ ‎PM

 

T3 pic.JPG

 

A few interesting pics from prevoius Downstream/Upstreams checks...

 

20170802_051243.jpg20171109_170844.jpg20171109_170823.jpg

 

 

Downstream

 

DCID

Freq

Power

SNR

Modulation

Octets

Correcteds

Uncorrectables

Downstream 1

16

747.00 MHz

-3.40 dBmV

36.39 dB

256QAM

4927434

0

0

Downstream 2

1

657.00 MHz

-2.50 dBmV

36.61 dB

256QAM

1503112

0

0

Downstream 3

2

663.00 MHz

-2.60 dBmV

37.36 dB

256QAM

1473954

0

0

Downstream 4

3

669.00 MHz

-2.70 dBmV

37.36 dB

256QAM

1387853

0

0

Downstream 5

4

675.00 MHz

-3.30 dBmV

36.39 dB

256QAM

1505357

0

0

Downstream 6

5

681.00 MHz

-3.20 dBmV

36.61 dB

256QAM

1407452

11

0

Downstream 7

6

687.00 MHz

-3.10 dBmV

36.39 dB

256QAM

1482184

0

0

Downstream 8

7

693.00 MHz

-2.90 dBmV

37.36 dB

256QAM

1522306

0

0

Downstream 9

8

699.00 MHz

-3.20 dBmV

36.61 dB

256QAM

1446959

0

0

Downstream 10

9

705.00 MHz

-3.40 dBmV

36.61 dB

256QAM

1550814

13

0

Downstream 11

10

711.00 MHz

-3.30 dBmV

36.61 dB

256QAM

1817893

0

0

Downstream 12

11

717.00 MHz

-3.10 dBmV

36.61 dB

256QAM

1827116

0

0

Downstream 13

12

723.00 MHz

-3.30 dBmV

36.61 dB

256QAM

2219328

0

0

Downstream 14

13

729.00 MHz

-3.40 dBmV

36.39 dB

256QAM

1777701

0

0

Downstream 15

14

735.00 MHz

-3.40 dBmV

36.61 dB

256QAM

1634256

0

0

Downstream 16

15

741.00 MHz

-3.50 dBmV

36.61 dB

256QAM

1649348

0

0

 

Upstream

 

UCID

Freq

Power

Channel Type

Symbol Rate

Modulation

Upstream 1

26

24.20 MHz

41.75 dBmV

DOCSIS2.0 (ATDMA)

5120 kSym/s

64QAM

Upstream 2

28

37.00 MHz

42.50 dBmV

DOCSIS2.0 (ATDMA)

2560 kSym/s

64QAM

Upstream 3

27

30.60 MHz

42.50 dBmV

DOCSIS2.0 (ATDMA)

5120 kSym/s

64QAM

Upstream 4

25

19.40 MHz

41.25 dBmV

DOCSIS1.x (TDMA)

2560 kSym/s

16QAM

 

 Status

 

System Uptime:

0 d: 0 h: 18 m

Computers Detected:

staticCPE(2), dynamicCPE(2)

CM Status:

Telephony-Reg Complete

Time and Date:

Tue 2018-01-02 19:56:09

 

 Interface Parameters

 

Interface Name

Provisioned

State

Speed (Mbps)

MAC address

LAN Port 1

Enabled

Up

1000(Full)

98:6B:3D:6A:CA:A1

LAN Port 2

Enabled

Down

-----

98:6B:3D:6A:CA:A1

LAN Port 3

Enabled

Down

-----

98:6B:3D:6A:CA:A1

LAN Port 4

Enabled

Down

-----

98:6B:3D:6A:CA:A1

CABLE

Enabled

Up

-----

98:6B:3D:6A:CA:A2

MTA

Pass

Up

-----

98:6B:3D:6A:CA:A3

 

 

10 REPLIES
Expert

Re: Daily Phone and Internet Outages – T3 Timeouts

You have serious ingress issues from local TV channels 45-47-49-50 as well as 4G cellular phones.

The first thing you need to do is remove the splitter and replace it with a 2 way, with a feed to the modem and one to the cable box, Both of those cables need to be replaced.

Post a close up photo of the grounding block as well as the pole tap off ( yeah I know it's cold out.

Does the line run thru trees?

 

 

Expert

Re: Daily Phone and Internet Outages – T3 Timeouts

The RCS partial service is what's causing the resets and it's caused by the high correcteds and uncorrecteds due to the ingress.

Break loose and re torque all connectors a tad more than finger tight.

 

Browser

Re: Daily Phone and Internet Outages – T3 Timeouts

Thanks for your assitance!

Spectrum tech has replaced connectors and made sure all connections were tight.

Spectrum tech has replaced the cable line to the modem and the line to the cable box.

The line from the street to the house has also been replaced.

Note that our cable lines are buried and do not run thru trees.

 

I’m not much of a techie… I don’t know what you mean by ‘replace splitter with a 2-way’,  ‘grounding block’ and ‘pole tap off’.

 

Attached is a picture of the cable line connection panel… does this help?

 

 20180104_053621.jpg

 

Also attached is snapshots of most recent Downstream/Upstream/Log Status

 

DS.jpgUS.jpgLog.jpg

Expert

Re: Daily Phone and Internet Outages – T3 Timeouts

there is a 2 way and an amplifier feeding at least 3 suites.

 Get TWC out, you can't fix this, It could very well be in one of the other suites...

 

 

Browser

Re: Daily Phone and Internet Outages – T3 Timeouts

Specifically... what should I ask TWC/Spectrum to fix/replace? 

 

 

Expert

Re: Daily Phone and Internet Outages – T3 Timeouts

intermittent connectivity , RCS partial service and T3 timeouts due to ingress

Browser

Re: Daily Phone and Internet Outages – T3 Timeouts

Thanks... I'll call in for a service appointment.

Browser

Re: Daily Phone and Internet Outages – T3 Timeouts

Up until 6 months ago, our phone and internet service were fine.

Any idea why these outages would just start happening?

Established Sharer

Re: Daily Phone and Internet Outages – T3 Timeouts

It depends a lot on what the folks in the other units are doing.  Often all it takes is one new cell tower built nearby, or one smartphone user who keeps his phone charging next to his data modem.  Either one can screw up everyone on your pole tap. 

And Spectrum has been doing a lot of rework on their cable plant to improve and expand their services.  It doesn't always come out perfect on the first try, and winter cold doesn't help.  It is important for users to report these problems as soon as they are noticed, instead of waiting six months or longer.