Observer

Dropping connection every couple of hours (sometimes more frequently)

My Internet connection is dropping regulary - at least every few hours and sometimes every 15 minutes.  Occaisionally, I'll race upstairs and find the modem has lost connection, but sometimes I can't get there to check... I don't see anything in the logs that indicates a problem (to me) and I've had multiple calls with Support but nothing ever resolves it.  I'd love the community's feedback/help with this.

 

  1. Santa Clarita, Ca 91390.  Single family home
  2. Phone and Internet
  3. Zoom 5345
  4. 2 configurations tested: 1) Airport Extreme and 2) Google OnHub w/ and w/o additional Google WiFI spot
  5. Firmware level in modem:
  6. Information

     

    Standard Specification Compliant

    DOCSIS 3.0

    Hardware Version

    V1.0

    Software Version

    5345-5.5.10.6

    Cable Modem MAC Address

    94:fb:b2:9e:51:98

    Cable Modem Serial Number

    9e5198

    CM certificate

    Installed

     

    5.5.10mp3

    Status

     

    System Up Time

    2 days 01h:59m:40s

    Network Access

    Allowed

    Cable Modem IP Address

    fe80::96fb:b2ff:fe9e:5198/64

  7. Modem is online, but I couldn't find the page to confirm the green dot. Confirm modem with correct serial/mac has a green dot. 
  8. What are your purchased speeds? 65Mbps What are results from Spectrum speed test. down, up, ping, jitter? Currently measuring 30Mbps down and 4 Mbps up. Ping and jitter not reported on the Spectrum support page.  dslreports.com shows:Server   NettSpeed RTT / JitterAvg Re-xmitAvg CwndAvg
    Los Angeles, CA, USA (INTERNAP)d41.27 Mb/s219.9±94.2ms79.3%4
    Los Angeles 2, CA, USA (webnx)d223.84 Mb/s81.4±12.2ms1.3%239
    San Jose, USA (softlayer)d51.84 Mb/s67.1±25ms14.9%74
    Fremont, CA, USA (linode)d63.56 Mb/s84.6±27.7ms16.1%71
    San Jose, USA (softlayer)u12.52 Mb/s55±11ms-83
  9. List symptoms using a wired (not wireless) connection with date and time and any repeating pattern - NEED TO PERFORM.
  10. Modem's signal, downstream and upstream, and event log pages. usually accessed at 192.168.100.1 or 192.168.0.1

 

 

Startup Procedure

 

 

Procedure

Status

Comment

Acquire Downstream Channel

567000000 Hz

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Configuration File

OK

?BiABGZgIgBAAAAAAAAAAAESU+7KeUZgmBeAADAcAFDib9Hb0FbBM@AAAAAGrz7vn8WSKXcYQUPa3UE00WJ_7_

Security

Enabled

BPI+

Downstream Bonded Channels

 

 

 

 

 

 

 

 

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR

Correctables

Uncorrectables

1

Locked

QAM256

9

567000000 Hz

1.2 dBmV

44.6 dB

80

408

2

Locked

QAM256

10

573000000 Hz

1.0 dBmV

44.6 dB

105

340

3

Locked

QAM256

11

579000000 Hz

0.7 dBmV

44.5 dB

71

295

4

Locked

QAM256

12

585000000 Hz

0.5 dBmV

43.9 dB

111

470

5

Locked

QAM256

13

591000000 Hz

0.4 dBmV

43.8 dB

109

455

6

Locked

QAM256

14

597000000 Hz

0.3 dBmV

43.9 dB

98

370

7

Locked

QAM256

15

603000000 Hz

0.1 dBmV

43.9 dB

57

287

8

Locked

QAM256

18

621000000 Hz

-0.6 dBmV

43.3 dB

99

369

Total Correctables

Total Uncorrectables

730

2994

Upstream Bonded Channels

 

 

 

 

 

 

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

76

5120 Ksym/sec

37000000 Hz

43.0 dBmV

2

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

3

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

4

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

CM IP Address

Duration

Expires

fe80::96fb:b2ff:fe9e:5198/64

D: 24896 H: 02 M: 38 S: 16

Mon May 14 20:16:56 2018

 

10 REPLIES
Observer

Re: Dropping connection every couple of hours (sometimes more frequently)

Here's the rest of the info:

 

Mon May 14 18:21:41 2018

Critical (3)

Started Unicast Maintenance Ranging - No Response received - ...

Mon May 14 10:14:42 2018

Error (4)

Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:...

Mon May 14 10:14:42 2018

Error (4)

Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:...

Mon May 14 10:14:30 2018

Notice (6)

Overriding MDD IP initialization parameters; IP provisioning ...

Mon May 14 10:14:26 2018

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=94:fb:b2:9e...

Mon May 14 10:14:15 2018

Error (4)

Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:...

Mon May 14 10:14:15 2018

Error (4)

Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:...

Mon May 14 10:14:04 2018

Notice (6)

Overriding MDD IP initialization parameters; IP provisioning ...

Mon May 14 10:14:01 2018

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=94:fb:b2:9e...

Mon May 14 10:13:51 2018

Error (4)

Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:...

Mon May 14 10:13:51 2018

Error (4)

Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:...

Mon May 14 10:13:37 2018

Notice (6)

Overriding MDD IP initialization parameters; IP provisioning ...

Mon May 14 10:13:35 2018

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=94:fb:b2:9e...

Mon May 14 10:13:25 2018

Error (4)

Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:...

Mon May 14 10:13:25 2018

Error (4)

Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:...

Mon May 14 10:13:11 2018

Notice (6)

Overriding MDD IP initialization parameters; IP provisioning ...

Mon May 14 10:13:08 2018

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=94:fb:b2:9e...

Mon May 14 10:12:59 2018

Critical (3)

Received Response to Broadcast Maintenance Request, But no Un...

Mon May 14 10:07:34 2018

Error (4)

Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:...

Mon May 14 10:07:34 2018

Error (4)

Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:...

Mon May 14 10:07:21 2018

Notice (6)

Overriding MDD IP initialization parameters; IP provisioning ...

Mon May 14 10:07:10 2018

Critical (3)

Received Response to Broadcast Maintenance Request, But no Un...

Mon May 14 10:05:11 2018

Error (4)

Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:...

Mon May 14 10:05:11 2018

Error (4)

Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:...

Mon May 14 10:04:55 2018

Notice (6)

Overriding MDD IP initialization parameters; IP provisioning ...

Mon May 14 10:04:52 2018

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=94:fb:b2:9e...

Mon May 14 10:04:43 2018

Error (4)

Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:...

Mon May 14 10:04:43 2018

Error (4)

Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:...

Mon May 14 10:04:27 2018

Notice (6)

Overriding MDD IP initialization parameters; IP provisioning ...

Mon May 14 10:04:22 2018

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=94:fb:b2:9e...

Mon May 14 10:04:09 2018

Error (4)

Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:...

Mon May 14 10:04:09 2018

Error (4)

Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:..

Established Sharer

Re: Dropping connection every couple of hours (sometimes more frequently)

Your modem reported that it only has ONE upstream channel functioning instead of all four.  I would recommend that you call the tech help line and ask them to reset and reprogram your modem.  They should first ask you to verify the MAC ID of your modem, so have that 12 digit code written down and handy when you call in.  If the MAC ID on your Spectrum account file doesn't match, your box will be programmed improperly andfyou'll go through this again.

Highlighted
Observer

Re: Dropping connection every couple of hours (sometimes more frequently)

Thank you for the response.  I just spent 30 minutes on the phone with Spectrum support and made 0 progress.  They said they don't reset/reprogram non-Spectrum own modems.  I tried to explain the issue with the Upstream Channles to her, but her and her supervisor thought I was talking about opening ports.   Tried to get to Tier 2 support, but was told they don't have any.

 

Any suggestions?

 

Thanks,

 

Tim

Established Sharer

Re: Dropping connection every couple of hours (sometimes more frequently)

OK, this shows that both the calltaker and her supervisor need some additional training.  Call in again, but this time tell them you want to register your NEW customer-owned modem.  Give them the 12-digit MAC ID number (it should match what is already on file) and tell them which speed tier you are already paying for.  If they complain that you are already getting that service, tell them your "new" modem isn't working and they need to reset it from their end. 

Proven Sharer

Re: Dropping connection every couple of hours (sometimes more frequently)

You might also try going to your My Account page, click on the Equipment tab, then Internet from the drop down to bring up your connected modem. Click the Refresh Status link. 

 

This might work, especially if you keep getting reps that don't know what they're doing.

Observer

Re: Dropping connection every couple of hours (sometimes more frequently)

Update:

 

Called Customer Support last night and while trying to have them "add the new modem" as suggested in one of the other replies, the rep. noticed that not all the upstream channels were connected.   She scheduled a truck for tomorrow, so I'm hoping that I can talk to the technician and find out whats really going on. 

 

Will update after the visit.

 

Thanks,

 

Tim

Lead Moderator

Re: Dropping connection every couple of hours (sometimes more frequently)

Please do let us know how the appointment goes.  We can review 

the connection after that with information from the modem.

 

Look forward to hearing from you!

 

Regards,
Julia R.
Spectrum-Social Media Customer Care
Lead Moderator-Community Forums

Observer

Re: Dropping connection every couple of hours (sometimes more frequently)

Update: The Tech was on-time and called before his arrival (much appreciated).  I showed him my modem status page (with only one upstream channel binded) and he started outside the house.  Basically he ended up:

 

1) Removing an attenuator (where the signal enters the house) that a previous had put on the line.  He said signal strength at the street was good, but the attenuator was reducing it.    He was able to check the recent power levels through an ap on his phone and saw that the SNR(?) had been peaking at 52 dB.

 

2) Replaced the cable from the street to the house as a precaution as I commented that I noticed the issues more so when the weather was warm.  He didn;t find any physical damage to it, but felt it was a good precaution.

 

3) He was going to call the Maintanence dept. to have them look at the splitter at the street as it looks like some corrosion on the top of it.  Curious to see what the community thinks:  https://imgur.com/a/pcTRgIQ

 

I also noticed that prior to his visit, the modem was reporting 2852 total correctables and 2588 total UNcorrectables.  After the visit and a modem reboot, I'm showing 1 correctable and 0 uncorrectables.

 

Power levels are currently around 43dB SNR downstream and power upstream is between 31.5 dBmV and 36.3

 

So I'm keeping an eye on it and so far....I've not had any weird disruptions, although the weather is cooler than usual.

 

 

Thanks,

 

Tim

 

 

 

Proven Sharer

Re: Dropping connection every couple of hours (sometimes more frequently)

That splitter looks like its been submerged in water a few too many times.