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Frequent Disconnects, Critical Errors T3+T4 Timeouts, TLV-11 - Illegal Set operation failed

Our subdivision has had continuous issues with our cable Internet. 

 

History: The initial infrastructure was installed by Insight and later aquired by Time Warner and is now Spectrum. 

 

Talking with a few neighbors I have found that they have similar frequent T3 and T4 timeouts and other Level 3 events in their modem event logs.   I am an internet only subscriber with a single RG6 line from the grounding block to my cable modem.   

 

I am looking for some guidance on what issues I/we could have and how to get them resolved.  Thank you.

 

Info from my Cable Modem.

MFG: Arris

MODEL: TM1602AP2

Downstream

 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 116789.00 MHz6.50 dBmV38.98 dB256QAM803690222332033
Downstream 21699.00 MHz8.30 dBmV38.98 dB256QAM224892263222040
Downstream 32705.00 MHz8.50 dBmV38.98 dB256QAM23729760281893
Downstream 43711.00 MHz8.60 dBmV38.98 dB256QAM191144381301132
Downstream 54717.00 MHz8.80 dBmV38.98 dB256QAM223702803182028
Downstream 65723.00 MHz8.80 dBmV40.37 dB256QAM191905652051950
Downstream 76729.00 MHz8.70 dBmV40.37 dB256QAM197398532062067
Downstream 87735.00 MHz8.80 dBmV38.98 dB256QAM177089761692077
Downstream 98741.00 MHz8.90 dBmV40.37 dB256QAM153509564231767
Downstream 109747.00 MHz8.50 dBmV38.98 dB256QAM205549522212044
Downstream 1110753.00 MHz8.20 dBmV40.37 dB256QAM205358651971958
Downstream 1211759.00 MHz8.00 dBmV38.98 dB256QAM248376662281882
Downstream 1312765.00 MHz7.50 dBmV38.61 dB256QAM248191332231947
Downstream 1413771.00 MHz7.20 dBmV38.98 dB256QAM272430002721868
Downstream 1514777.00 MHz7.20 dBmV38.98 dB256QAM251684971891871
Downstream 1615783.00 MHz6.90 dBmV38.61 dB256QAM243000262161962
Reset FEC Counters

Upstream

 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 14437.00 MHz43.25 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 24330.60 MHz42.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 34224.20 MHz41.25 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 44119.40 MHz40.50 dBmVDOCSIS1.x (TDMA)2560 kSym/s16QAM

 

 

DOCSIS(CM) Events

 

Date TimeEvent IDEvent LevelDescription
5/30/2018 16:36820004003Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:7e:81:be:63:0a;CMTS-MAC=00:01:5c:78:78:63;CM-QOS=1.1;CM-VER=3.0;
5/30/2018 16:37820002003No Ranging Response received - T3 time-out;CM-MAC=2c:7e:81:be:63:0a;CMTS-MAC=00:01:5c:78:78:63;CM-QOS=1.1;CM-VER=3.0;
5/30/2018 16:38730402003TLV-11 - Illegal Set operation failed;CM-MAC=2c:7e:81:be:63:0a;CMTS-MAC=00:01:5c:78:78:63;CM-QOS=1.1;CM-VER=3.0;
5/30/2018 16:40820002003No Ranging Response received - T3 time-out;CM-MAC=2c:7e:81:be:63:0a;CMTS-MAC=00:01:5c:78:78:63;CM-QOS=1.1;CM-VER=3.0;
5/30/2018 16:41820004003Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:7e:81:be:63:0a;CMTS-MAC=00:01:5c:78:78:63;CM-QOS=1.1;CM-VER=3.0;
5/30/2018 16:41820002003No Ranging Response received - T3 time-out;CM-MAC=2c:7e:81:be:63:0a;CMTS-MAC=00:01:5c:78:78:63;CM-QOS=1.1;CM-VER=3.0;
5/30/2018 16:41730402003TLV-11 - Illegal Set operation failed;CM-MAC=2c:7e:81:be:63:0a;CMTS-MAC=00:01:5c:78:78:63;CM-QOS=1.1;CM-VER=3.0;
5/30/2018 16:43820002003No Ranging Response received - T3 time-out;CM-MAC=2c:7e:81:be:63:0a;CMTS-MAC=00:01:5c:78:78:63;CM-QOS=1.1;CM-VER=3.0;
5/30/2018 16:43730402003TLV-11 - Illegal Set operation failed;CM-MAC=2c:7e:81:be:63:0a;CMTS-MAC=00:01:5c:78:78:63;CM-QOS=1.1;CM-VER=3.0;
5/30/2018 16:44820002003No Ranging Response received - T3 time-out;CM-MAC=2c:7e:81:be:63:0a;CMTS-MAC=00:01:5c:78:78:63;CM-QOS=1.1;CM-VER=3.0;
5/30/2018 16:44820004003Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:7e:81:be:63:0a;CMTS-MAC=00:01:5c:78:78:63;CM-QOS=1.1;CM-VER=3.0;
5/30/2018 16:45820002003No Ranging Response received - T3 time-out;CM-MAC=2c:7e:81:be:63:0a;CMTS-MAC=00:01:5c:78:78:63;CM-QOS=1.1;CM-VER=3.0;
5/30/2018 16:45730402003TLV-11 - Illegal Set operation failed;CM-MAC=2c:7e:81:be:63:0a;CMTS-MAC=00:01:5c:78:78:63;CM-QOS=1.1;CM-VER=3.0;
5/30/2018 16:46820002003No Ranging Response received - T3 time-out;CM-MAC=2c:7e:81:be:63:0a;CMTS-MAC=00:01:5c:78:78:63;CM-QOS=1.1;CM-VER=3.0;
5/30/2018 16:46820004003Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:7e:81:be:63:0a;CMTS-MAC=00:01:5c:78:78:63;CM-QOS=1.1;CM-VER=3.0;
5/30/2018 16:47820002003No Ranging Response received - T3 time-out;CM-MAC=2c:7e:81:be:63:0a;CMTS-MAC=00:01:5c:78:78:63;CM-QOS=1.1;CM-VER=3.0;
5/30/2018 16:47730402003TLV-11 - Illegal Set operation failed;CM-MAC=2c:7e:81:be:63:0a;CMTS-MAC=00:01:5c:78:78:63;CM-QOS=1.1;CM-VER=3.0;
5/30/2018 16:52820002003No Ranging Response received - T3 time-out;CM-MAC=2c:7e:81:be:63:0a;CMTS-MAC=00:01:5c:78:78:63;CM-QOS=1.1;CM-VER=3.0;
5/31/2018 3:31730402003TLV-11 - Illegal Set operation failed;CM-MAC=2c:7e:81:be:63:0a;CMTS-MAC=00:01:5c:78:78:63;CM-QOS=1.1;CM-VER=3.0;
5/31/2018 8:09820002003No Ranging Response received - T3 time-out;CM-MAC=2c:7e:81:be:63:0a;CMTS-MAC=00:01:5c:78:78:63;CM-QOS=1.1;CM-VER=3.0;
4 REPLIES
Proven Sharer

Re: Frequent Disconnects, Critical Errors T3+T4 Timeouts, TLV-11 - Illegal Set operation failed

Getting them fixed is relatively easy:  Call Spectrum at the number printed on your monthly bill and make an appointment for a service tech visit.  Before you reset the counters or Make a printout of the reports you posted so the tech can see all the details, particularly the Event Status section with all the error messages.

FWIW, your signal levels look good, but there are too many uncorrected data packet errors.  Be sure all of the RG6 connectors indoors are tight and not wet or corroded.  The source of  errors could be in your home, one of your neighbors, or in Spectrum's equipment anywhere along the overhead (or buried) trunk lines. 

Rookie

Re: Frequent Disconnects, Critical Errors T3+T4 Timeouts, TLV-11 - Illegal Set operation failed

Thanks Karl,  to clarify support calls have been placed and I am in the process of gathering information.   I had been through this a few times before and on my end I cleaned up and replaced everything from the ground supply line into my house. 

 

It used to be a grounding block attached to the outside of my house with no housing around it. 

 

I purchased a new housing box, grounding block and RG6 cable, so those connections are clean and protected from elements now.  When I did that the frequency of modem reboots reduced and the service became tolerable. 

 

After some time the issues are now more frequent and disruptive and neighbors, like in the past are complaining about the service.   This has me wondering if the issue could actually be over capacity or a bottleneck at the node.   We have no solid competitor to Spectrum, so my theory is that users got fed up and tried a local DSL provider hated it as well and are now getting back on Spectrum after being told its better.   Could a bottleneck at the node be responsible for these uncorrected data packet errors?  My logs are almost always clean during low utilization periods and then when users wake up and get on the errors seem to coincide.  Am I way off with this line of thinking?

 

Spectrum Employee

Re: Frequent Disconnects, Critical Errors T3+T4 Timeouts, TLV-11 - Illegal Set operation failed

You’re not way off in your thinking. But you have to make contact with them and request service calls whenever you see drops in service or anything seems unbearable. Tell your neighbors to do the same so they can better track the issue’s cause.
The customer support team can only get things fixed if you make contact and every time you do it’ll er escalated a little farther if it’s not resolved for you until it is. There are many factors that could be causing these errors but it’s always necessary to let them know when it’s happening because without contact there’s nothing to let them know it’s happening.

🖤
Proven Sharer

Re: Frequent Disconnects, Critical Errors T3+T4 Timeouts, TLV-11 - Illegal Set operation failed

It's HIGHLY unlikely that you have a node congestion issue here, since those packet errors are detected and tallied on the downstream (DS) channels.  Upstream errors can only be checked by equipment at the head-end.  It's far more likely that you have higher than acceptable levels of noise or outside signal interference leaking into the cable through loose or corroded connectors or obsolete cabling in a home.  The leakage location could be in your residence, one of your neighbors on the same cable tap, or up to a mile upstream along the main trunk feed.  And there could be more than one leak, which makes ingress so hard to locate and repair.