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Rookie

Excessive Data Packet Loss, 96744

Will Spectrum ever resolve hardware issue? I have been losing data packets for the last 4yrs, with no resolve. My modem is littered with uncorrectables, reboot every day! Good thing I’m paying for high speeds that are inhibited by Spectrum’s or parallel hardware.
18 REPLIES
Expert

Re: Excessive Data Packet Loss, 96744

Don't reset the modem, copy and paste the signal level and error log pages... might be obvious.

 

Rookie

Re: Excessive Data Packet Loss, 96744

Will post when it gets sticky again, Tnx.
Expert

Re: Excessive Data Packet Loss, 96744

Post it now as it's good... Need to see what goes haywire when it's bad.

 

Rookie

Re: Excessive Data Packet Loss, 96744


Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 2 777000000 Hz 10.1 dBmV 42.2 dB 2031 1248
2 Locked QAM256 1 771000000 Hz 10 dBmV 43.1 dB 154 679
3 Locked QAM256 3 783000000 Hz 10.1 dBmV 42.1 dB 4352 4003
4 Locked QAM256 4 789000000 Hz 9.3 dBmV 41.9 dB 143 650
5 Locked QAM256 5 795000000 Hz 8.5 dBmV 41 dB 146 663
6 Locked QAM256 6 801000000 Hz 8.2 dBmV 42.1 dB 217 707
7 Locked QAM256 7 807000000 Hz 8.4 dBmV 42 dB 223 700
8 Locked QAM256 8 813000000 Hz 8.5 dBmV 41.8 dB 332 653
9 Locked QAM256 9 819000000 Hz 8 dBmV 41.2 dB 215 687
10 Locked QAM256 10 825000000 Hz 8 dBmV 41.3 dB 304 771
11 Locked QAM256 11 831000000 Hz 7.8 dBmV 40.2 dB 469 903
12 Locked QAM256 12 837000000 Hz 7.6 dBmV 40.1 dB 262 743
13 Locked QAM256 13 843000000 Hz 7.7 dBmV 39.8 dB 174 712
14 Locked QAM256 14 849000000 Hz 7.7 dBmV 40.6 dB 317 686
15 Locked QAM256 15 855000000 Hz 7.6 dBmV 41 dB 319 754
16 Locked QAM256 24 909000000 Hz 6.6 dBmV 39.8 dB 235 730
Rookie

Re: Excessive Data Packet Loss, 96744

al (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:04:60:f4:56:90;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-10-6, 20:13:10 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=a0:04:60:f4:56:90;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-10-6, 20:13:11 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:04:60:f4:56:90;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-10-6, 20:13:11 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=a0:04:60:f4:56:90;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-10-6, 20:13:12 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:04:60:f4:56:90;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-10-6, 20:13:14 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=a0:04:60:f4:56:90;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-10-6, 20:13:16 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:04:60:f4:56:90;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-10-6, 20:13:17 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=a0:04:60:f4:56:90;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-10-6, 20:13:18 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:04:60:f4:56:90;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-10-6, 20:13:19 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=a0:04:60:f4:56:90;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-10-6, 20:13:20 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:04:60:f4:56:90;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-10-6, 20:13:21 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=a0:04:60:f4:56:90;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-10-6, 20:13:22 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:04:60:f4:56:90;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-10-7, 02:43:33 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:f4:56:90;CMTS-MAC=00:01:6c:6b:84:70;CM-QOS=1.1;CM-VER=3.0;
1970-1-1, 00:00:22 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=a0:04:60:f4:56:90;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:27 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:f4:56:90;CMTS-MAC=00:01:6c:6b:84:70;CM-QOS=1.0;CM-VER=3.0;
Spectrum Employee

Re: Excessive Data Packet Loss, 96744

This looks like an upstream noise (ingress) issue, the FEC alerts in the log give it away.  Hmm...  be right back...

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

Re: Excessive Data Packet Loss, 96744

It's the 24.2 MHz that is generating those errors in the log, on of the 4 upstream channels.

The uncorrecteds are only a few in a billion and were generated when your modem had booted up, not recently.  There's nothing wrong with the downstream.

 

To resolve this, need to first start looking or ingress leaks at the local premise, the modem, the outlet, behind the outlet, at the splitter(s), at the groundblock and at the tap.  Try to see if you can spot what your can yourself, and if you find any bad-quality fittings then I would recommend a field technician to assist with that part.  What ever would be remaining would be a maintenance issue (fiber optic node 1136 on Kaneohe). 

 

Note this is not assuming any additional LAN (which we are not responsible for) issues which may or may not be present; I'm talking specifically cable plant physical layer.  And yes, there does seem to be a phyiscal layer issue on the low frequencies which are used for upstream... hence why your internet is being affected (because your upload frames are being corrupted, which impacts the 2-way communication internet requires).

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: Excessive Data Packet Loss, 96744

You have a loose /corroded connection  and it's allowing Verizon cellular 4G ingress intermittently. This may be out at the pole. Do you have verizon cellular and how many bars on 4G?

 

Are you internet only with the modem directly connected to the outside grounding block with no splitters or amplifiers? do the outside connectors look shiny and are all connectors a tad more than finger tight?

 

 

Rookie

Re: Excessive Data Packet Loss, 96744

Thanks guys! These logs are after a spectrum tech diagnosed and attempted to correct slow speeds. The tech installed new coaxial from pole to box, new fittings, filter traps, added an amplifier at the modem, which is off a splitter, other is for local channel package. All lines and fittings are clean and secure. My household doesn’t have Verizon. I have the 20/200 package. I average uploads of 20-23mbps and downs of 217-3mbps. Tech stated that is all he could do and interference is hardware on the street.