Expert

Re: Frequent Modem Reboots - T4 Timeouts; Modem Bad or Spectrum Problem?

box cleanup looks good. Connectors not obviously corroded there. But there may be an issue in the tap off pedestal,  especially if by street and they use road salt in winter..

 

Participant

Re: Frequent Modem Reboots - T4 Timeouts; Modem Bad or Spectrum Problem?


MsRaye wrote:

box cleanup looks good. Connectors not obviously corroded there. But there may be an issue in the tap off pedestal,  especially if by street and they use road salt in winter..

 


Tap is on pole, no pedestal. Line runs underground from pole to box on side of house. I'm in the SC lowcountry, no salt on roads here. When it rarely gets that cold they just sand bridges, etc.

 

Note! See this morning's signal page below, Skipped Channels! Log is unchanged from Wed. evening. 

 

Are skipped channels  a result of ingress??

 

Would a newer model modem help any of this?

Modem Data: Model Name: SB6141
Vendor Name: ARRIS Group, Inc.
Firmware Name: SB_KOMODO-1.0.7.0-SCM00-NOSH
Boot Version: PSPU-Boot(25CLK) 1.0.12.18m3
Hardware Version: 7.0
Serial Number: 397179514370943801012022
Firmware Build Time: Jul 22 2016 08:13:57

 

To absolutely rule out ingress from my house OTA signal I just DC'd the antenna feed that goes to the box, thus no chance at all of OTA signal there. Refreshed signal page several times and no change, skipped channels remain.

 

Tracert and speedtest you asked for:

Tracing route to dns-cac-lb-01.rr.com [209.18.47.61]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  RT-AC1900-1C88 [192.168.1.1]
  2    14 ms    16 ms    14 ms  142.254.197.41
  3    23 ms    32 ms    33 ms  cpe-024-031-201-084.sc.res.rr.com [24.31.201.84]

  4    20 ms    17 ms    16 ms  24.31.206.248
  5    25 ms    31 ms    23 ms  xe1-1-2.rlghncpop-rtr1.southeast.rr.com [24.93.64.32]
  6    21 ms    17 ms    23 ms  gig9-0-0.gnboncsg-rtr2.triad.rr.com [24.93.64.51]
  7    23 ms    23 ms    22 ms  dns-cac-lb-01.rr.com [209.18.47.61]

 

Participant

Re: Frequent Modem Reboots - T4 Timeouts; Modem Bad or Spectrum Problem?

Also just noticed increased uncorrectables from last signal page 2 days ago. See below. Will defer to you whether it's indicative of anything.

 

Expert

Re: Frequent Modem Reboots - T4 Timeouts; Modem Bad or Spectrum Problem?

Is there a splice on the pole between the orange cable and usually black to the tapoff?

 And yes it indicates noise or ingress when channels are skipped

 

 

Participant

Re: Frequent Modem Reboots - T4 Timeouts; Modem Bad or Spectrum Problem?


MsRaye wrote:

Is there a splice on the pole between the orange cable and usually black to the tapoff?

 And yes it indicates noise or ingress when channels are skipped

 

No splice. Orange from the tap to the pole (~5-6 ft.)  down to UG to house. Pic below

 


 

Participant

Re: Frequent Modem Reboots - T4 Timeouts; Modem Bad or Spectrum Problem?

Not the best pic. There's one other tap to next-door neighbor and 2 open ports. A few feet from this tapoff is one for WOW! (old Knology).

Expert

Re: Frequent Modem Reboots - T4 Timeouts; Modem Bad or Spectrum Problem?

[ Edited ]

the other 2 ports have terminators on them, so they're not electricaly "open" and at least you're isolated from your neighbor by an extra 2 way up there. Does that connector look corroded or is it shiny? The 2 terminators should probably be replaced and both your and neighbors connectors. the big, unrestrained loop of coax needs to be tied off to the messenger as well, the wind may have broken the shield/braid at the connector...

Neighbors looks a lot better than yours.

 

 Is the hardline between poles bare aluminum or black plastic jacketted?

 

Participant

Re: Frequent Modem Reboots - T4 Timeouts; Modem Bad or Spectrum Problem?

Hardline is black. As best I can see w/binocs the connectors don't look corroded, not super shiny either.


MsRaye wrote:

the other 2 ports have terminators on them, so they're not electricaly "open" and at least you're isolated from your neighbor by an extra 2 way up there. Does that connector look corroded or is it shiny? The 2 terminators should probably be replaced and both your and neighbors connectors. the big, unrestrained loop of coax needs to be tied off to the messenger as well, the wind may have broken the shield/braid at the connector...

Neighbors looks a lot better than yours.

 

 Is the hardline between poles bare aluminum or black plastic jacketted?

 


 

Participant

Re: Frequent Modem Reboots - T4 Timeouts; Modem Bad or Spectrum Problem?

Had a T4 Timeout reboot few mins ago. Was eating lunch and watching TV when the Roku connection dropped.

 

Aug 18 2017 11:44:286-NoticeI401.0TLV-11 - unrecognized OID;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Aug 18 2017 11:44:285-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:176-NoticeN/ACable Modem Reboot due to T4 timeout ;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Aug 18 2017 11:43:323-CriticalR04.0Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Aug 18 2017 11:43:295-WarningT202.0Lost MDD Timeout;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Aug 18 2017 11:43:273-CriticalR04.0Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Aug 18 2017 11:43:063-CriticalT05.0SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Aug 18 2017 09:43:065-WarningT202.0Lost MDD Timeout;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Aug 18 2017 09:43:065-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;

 

Now that the modem rebooted I have sequential channels.

 

 

 

So what do I do now? Request a service call? What do I tell them?

Expert

Re: Frequent Modem Reboots - T4 Timeouts; Modem Bad or Spectrum Problem?

If this is worst when it's windy out, I suspect the connector at the end of the orange line is not contacting the shield barrel  intermittently. It needs to be replaced and the line needs to be attached within 6" of the tap off to the messenger to avoid further damage.

It's where I'd start, I'd also replace the connectors at the grounding block, make sure the ground wire is properly bonded to the electrical service ground wire, etc.

 

 All you can do is call and complain about the intermittents,  This can't be fixed remotely, no matter what they claim.