Help with recent connection loss issues?

Hello,

 

I have had rock solid connection with Spectrum for a number of years but recently began experiencing connection loss issues. I have not introduced any new hardware or computers into my setup. Where I noticed things were not all good was when I'd be on YouTube for example and videos would attempt to load but then they would display an error message. The second place that I began noticing the problem was in BF4 and being constantly booted out of games due to connectivity issues.

 

The connectivity issues seem to only last a couple of minutes and go on to load everything correctly and fast. 

 

Do you guys believe there is a filter in my line causing the issues? 

 

Thank you guys for your help.

 

 

1.  San Fernando, CA 91340

2. Only Internet package.

3. ARRIS DOCSIS 3.0 Cable Modem / SB6190

4. ASUS RT-AC87R - the computer is hardwired to the router

5. ARRIS Firmware 9.1.93V

6. My modem is online as illustrated in the troubleshoot modem page online. Green light.

7. I have Ultra 300/20 package

<a href="http://www.dslreports.com/speedtest/32959155">
<img src="http://www.dslreports.com/speedtest/32959155.png"></a>

8. 

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1Locked256QAM31699.00 MHz2.20 dBmV40.95 dB7085014113145
2Locked256QAM9567.00 MHz1.30 dBmV40.37 dB120
3Locked256QAM10573.00 MHz1.50 dBmV40.95 dB80
4Locked256QAM11579.00 MHz1.60 dBmV40.95 dB110
5Locked256QAM12585.00 MHz1.80 dBmV40.95 dB100
6Locked256QAM13591.00 MHz1.90 dBmV40.37 dB170
7Locked256QAM14597.00 MHz2.10 dBmV40.95 dB120
8Locked256QAM15603.00 MHz2.00 dBmV40.95 dB30
9Locked256QAM16609.00 MHz2.30 dBmV40.95 dB00
10Locked256QAM17615.00 MHz2.00 dBmV40.95 dB00
11Locked256QAM18621.00 MHz2.10 dBmV40.37 dB160
12Locked256QAM19627.00 MHz2.10 dBmV40.37 dB140
13Locked256QAM20633.00 MHz1.90 dBmV40.95 dB00
14Locked256QAM21639.00 MHz1.90 dBmV40.95 dB10
15Locked256QAM22645.00 MHz1.80 dBmV40.37 dB10
16Locked256QAM23651.00 MHz1.70 dBmV40.95 dB10
17Locked256QAM24657.00 MHz1.60 dBmV40.37 dB00
18Locked256QAM25663.00 MHz1.60 dBmV40.95 dB00
19Locked256QAM26669.00 MHz1.70 dBmV40.37 dB90
20Locked256QAM27675.00 MHz1.80 dBmV40.37 dB30
21Locked256QAM28681.00 MHz1.90 dBmV40.95 dB30
22Locked256QAM29687.00 MHz1.90 dBmV40.37 dB160
23Locked256QAM30693.00 MHz2.00 dBmV40.95 dB120
24Locked256QAM32705.00 MHz2.00 dBmV40.37 dB9251175990248

 

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA435120 kSym/s30.60 MHz44.25 dBmV
2LockedATDMA445120 kSym/s37.00 MHz45.25 dBmV
3LockedATDMA425120 kSym/s24.20 MHz43.25 dBmV
4LockedATDMA415120 kSym/s17.80 MHz42.75 dBmV

 

Time Priority Description

Mon Apr 30 22:23:08 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Mon Apr 30 22:23:10 20185RCS Partial Service;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Mon Apr 30 22:23:11 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Mon Apr 30 22:23:12 20185RCS Partial Service;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Mon Apr 30 22:23:12 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Mon Apr 30 22:23:17 20185RCS Partial Service;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Tue May 01 00:33:25 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Tue May 01 00:33:27 20185RCS Partial Service;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Tue May 01 05:23:02 20183No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Tue May 01 13:03:48 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Tue May 01 20:09:00 20185RCS Partial Service;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Tue May 01 20:09:04 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Wed May 02 03:18:06 20183No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Wed May 02 12:35:51 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Wed May 02 17:51:51 20183No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Thu May 03 07:40:30 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Thu May 03 13:35:34 20185RCS Partial Service;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Thu May 03 13:35:34 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Thu May 03 13:35:50 20183No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Thu May 03 13:35:50 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;

 

9. The line coming from the pole goes to the box outside the house and then straight to the modem from there. 

10. 

Tracing route to rr.com [71.74.180.193]
over a maximum of 30 hops:
0 DESKTOP-223B83I [192.168.1.10]
1 router.asus.com [192.168.1.1]
2 142.254.182.233
3 agg60.mnhlca0602h.socal.rr.com [76.167.31.93]
4 agg22.chwocadq02r.socal.rr.com [72.129.25.216]
5 agg24.tustcaft01r.socal.rr.com [72.129.25.2]
6 * * *
Computing statistics for 125 seconds...

 

3 REPLIES
Trusted Helper

Re: Help with recent connection loss issues?


@exclusive213wrote:

Hello,

 

I have had rock solid connection with Spectrum for a number of years but recently began experiencing connection loss issues. I have not introduced any new hardware or computers into my setup. Where I noticed things were not all good was when I'd be on YouTube for example and videos would attempt to load but then they would display an error message. The second place that I began noticing the problem was in BF4 and being constantly booted out of games due to connectivity issues.

 

The connectivity issues seem to only last a couple of minutes and go on to load everything correctly and fast. 

 

Do you guys believe there is a filter in my line causing the issues? 

 

Thank you guys for your help.

 

 

1.  San Fernando, CA 91340

2. Only Internet package.

3. ARRIS DOCSIS 3.0 Cable Modem / SB6190

4. ASUS RT-AC87R - the computer is hardwired to the router

5. ARRIS Firmware 9.1.93V

6. My modem is online as illustrated in the troubleshoot modem page online. Green light.

7. I have Ultra 300/20 package

<a href="http://www.dslreports.com/speedtest/32959155">
<img src="http://www.dslreports.com/speedtest/32959155.png"></a>

8. 

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1Locked256QAM31699.00 MHz2.20 dBmV40.95 dB7085014113145
2Locked256QAM9567.00 MHz1.30 dBmV40.37 dB120
3Locked256QAM10573.00 MHz1.50 dBmV40.95 dB80
4Locked256QAM11579.00 MHz1.60 dBmV40.95 dB110
5Locked256QAM12585.00 MHz1.80 dBmV40.95 dB100
6Locked256QAM13591.00 MHz1.90 dBmV40.37 dB170
7Locked256QAM14597.00 MHz2.10 dBmV40.95 dB120
8Locked256QAM15603.00 MHz2.00 dBmV40.95 dB30
9Locked256QAM16609.00 MHz2.30 dBmV40.95 dB00
10Locked256QAM17615.00 MHz2.00 dBmV40.95 dB00
11Locked256QAM18621.00 MHz2.10 dBmV40.37 dB160
12Locked256QAM19627.00 MHz2.10 dBmV40.37 dB140
13Locked256QAM20633.00 MHz1.90 dBmV40.95 dB00
14Locked256QAM21639.00 MHz1.90 dBmV40.95 dB10
15Locked256QAM22645.00 MHz1.80 dBmV40.37 dB10
16Locked256QAM23651.00 MHz1.70 dBmV40.95 dB10
17Locked256QAM24657.00 MHz1.60 dBmV40.37 dB00
18Locked256QAM25663.00 MHz1.60 dBmV40.95 dB00
19Locked256QAM26669.00 MHz1.70 dBmV40.37 dB90
20Locked256QAM27675.00 MHz1.80 dBmV40.37 dB30
21Locked256QAM28681.00 MHz1.90 dBmV40.95 dB30
22Locked256QAM29687.00 MHz1.90 dBmV40.37 dB160
23Locked256QAM30693.00 MHz2.00 dBmV40.95 dB120
24Locked256QAM32705.00 MHz2.00 dBmV40.37 dB9251175990248

 

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA435120 kSym/s30.60 MHz44.25 dBmV
2LockedATDMA445120 kSym/s37.00 MHz45.25 dBmV
3LockedATDMA425120 kSym/s24.20 MHz43.25 dBmV
4LockedATDMA415120 kSym/s17.80 MHz42.75 dBmV

 

Time Priority Description

Mon Apr 30 22:23:08 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Mon Apr 30 22:23:10 20185RCS Partial Service;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Mon Apr 30 22:23:11 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Mon Apr 30 22:23:12 20185RCS Partial Service;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Mon Apr 30 22:23:12 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Mon Apr 30 22:23:17 20185RCS Partial Service;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Tue May 01 00:33:25 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Tue May 01 00:33:27 20185RCS Partial Service;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Tue May 01 05:23:02 20183No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Tue May 01 13:03:48 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Tue May 01 20:09:00 20185RCS Partial Service;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Tue May 01 20:09:04 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Wed May 02 03:18:06 20183No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Wed May 02 12:35:51 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Wed May 02 17:51:51 20183No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Thu May 03 07:40:30 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Thu May 03 13:35:34 20185RCS Partial Service;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Thu May 03 13:35:34 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Thu May 03 13:35:50 20183No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;
Thu May 03 13:35:50 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:88:0f;CMTS-MAC=00:01:5c:66:ea:57;CM-QOS=1.1;CM-VER=3.0;

 

9. The line coming from the pole goes to the box outside the house and then straight to the modem from there. 

10. 

Tracing route to rr.com [71.74.180.193]
over a maximum of 30 hops:
0 DESKTOP-223B83I [192.168.1.10]
1 router.asus.com [192.168.1.1]
2 142.254.182.233
3 agg60.mnhlca0602h.socal.rr.com [76.167.31.93]
4 agg22.chwocadq02r.socal.rr.com [72.129.25.216]
5 agg24.tustcaft01r.socal.rr.com [72.129.25.2]
6 * * *
Computing statistics for 125 seconds...

 


Greetings,

 

I would set up a service call for a signal and drop line test.  You could have ingress on the drop line or further down the tap.  Let the tech know if the problem happens at a specific time of the day or night, or occurs randomly.  This will help with their investigation.  The Field Tech who comes to the door may find something and may need to report this to the Maintenance Tech.  This could be a wiring or amp issue as well.

 

When you set up your service call, don't reboot any equipment (Cable Boxes, Modems, Routers) for at least six hours prior to your appointment.  The tech needs to see the error codes and a reset of equipment puts them back to zero.

 

Let us know what happens with your appointment,  Oh yea, if you have any splitters in your connection, remove them.  They can diminish signal strength by anywhere from 50-90's.

 

Satch

Highlighted
Established Sharer

Re: Help with recent connection loss issues?

Your modem does report severe ingress interference on DS channels 31 and 32, operating at 699 and 705 MHz.  Those channels are FCC-licensed to national wireless companies providing 4G LTE phone service.  Spectrum needs to come out to your home to look for points of cell signal leakage and repair them. If you are aware of any newly built cellular sites in the neighborhood, point them out to the service tech.

 

You can get a jump on things by making sure that every coax connector indoors is more than finger-tight, dry, and not corroded.   Extension and patch cables must be made of RG6-QS, NOT RG59, and using compression connectors, not the antique hex-crimped style.  If your indoor wiring uses any wall plates, check the back side of each one as well as the front.

 

Last, if people in your home subscribe to cell phone service through AT&T or T-Mobile, try to  keep the phones at least ten feet away from the internet modem whenever possible, and use your WiFi for your data transactions. 

Re: Help with recent connection loss issues?

Thank you for the tip!