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Rookie

Help!

Been having connection issues for months, and have had spectrum out multiple times. They are always able to get things working for a minute, but then it goes wrong shortly after they leave.

This is all new buried line from the hub in the neighbors yard. (~80’) Terminated in a new box and a new line from there to an equipment closer in the house. (~30’)

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 31 855.00 MHz 7.20 dBmV 34.48 dB 73150 69111
2 Locked 256QAM 9 723.00 MHz 12.30 dBmV 37.64 dB 29214 180592
3 Locked 256QAM 10 729.00 MHz 11.90 dBmV 37.64 dB 22993 130920
4 Locked 256QAM 11 735.00 MHz 11.50 dBmV 37.36 dB 29213 80098
5 Locked 256QAM 12 741.00 MHz 11.50 dBmV 37.36 dB 28199 88253
6 Locked 256QAM 13 747.00 MHz 11.10 dBmV 37.36 dB 29655 90627
7 Locked 256QAM 14 753.00 MHz 10.90 dBmV 36.61 dB 32312 44082
8 Locked 256QAM 15 759.00 MHz 11.00 dBmV 36.61 dB 34226 85152
9 Locked 256QAM 16 765.00 MHz 11.20 dBmV 36.61 dB 33553 83293
10 Locked 256QAM 17 771.00 MHz 11.20 dBmV 36.61 dB 30285 89547
11 Locked 256QAM 18 777.00 MHz 11.30 dBmV 36.61 dB 29383 102713
12 Locked 256QAM 19 783.00 MHz 10.90 dBmV 36.61 dB 35102 112850
13 Locked 256QAM 20 789.00 MHz 10.90 dBmV 36.39 dB 30141 94997
14 Locked 256QAM 21 795.00 MHz 10.60 dBmV 36.39 dB 31820 115514
15 Locked 256QAM 22 801.00 MHz 10.00 dBmV 35.78 dB 34269 123870
16 Locked 256QAM 23 807.00 MHz 9.70 dBmV 35.78 dB 36748 80991
17 Locked 256QAM 24 813.00 MHz 9.50 dBmV 35.78 dB 36736 52732
18 Locked 256QAM 25 819.00 MHz 9.50 dBmV 35.60 dB 44471 85640
19 Locked 256QAM 26 825.00 MHz 9.40 dBmV 35.60 dB 46544 101126
20 Locked 256QAM 27 831.00 MHz 8.70 dBmV 35.08 dB 66852 93678
21 Locked 256QAM 28 837.00 MHz 8.30 dBmV 34.93 dB 59038 70075
22 Locked 256QAM 29 843.00 MHz 7.70 dBmV 34.93 dB 85699 91081
23 Locked 256QAM 30 849.00 MHz 7.30 dBmV 34.48 dB 81925 72297
24 Locked 256QAM 32 861.00 MHz 6.70 dBmV 34.35 dB 95126 79364

7 REPLIES
Rookie

Re: Help!

Forgot the event log.

Time Priority Description
Wed Jun 27 19:34:36 2018 5 RCS Partial Service;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:34:59 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:34:59 2018 5 RCS Partial Service;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:34:59 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:03 2018 5 Lost MDD Timeout;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:06 2018 5 RCS Partial Service;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:11 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:13 2018 4 Service Change Response rejected - Invalid transaction ID;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:14 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:16 2018 5 Lost MDD Timeout;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:25 2018 5 RCS Partial Service;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:25 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:29 2018 5 Lost MDD Timeout;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:41 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:42 2018 5 RCS Partial Service;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:42 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:47 2018 5 Lost MDD Timeout;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:57 2018 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:36:00 2018 5 RCS Partial Service;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:51:39 2018 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Helper

Re: Help!

Can you post the upload signals as well?

 

Something is defintely off. The downstream power levels shouldn't be that far off from one channel to the next.

Rookie

Re: Help!

Startup Procedure

ProcedureStatusComment
Acquire Downstream Channel Locked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+
DOCSIS Network Access EnabledAllowed 

 

 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1Locked256QAM31855.00 MHz4.70 dBmV37.36 dB72283081856
2Locked256QAM9723.00 MHz10.10 dBmV40.37 dB442671184189
3Locked256QAM10729.00 MHz9.60 dBmV38.98 dB326491134158
4Locked256QAM11735.00 MHz9.30 dBmV38.61 dB41368682783
5Locked256QAM12741.00 MHz9.30 dBmV38.61 dB34118791036
6Locked256QAM13747.00 MHz9.00 dBmV38.61 dB33576393928
7Locked256QAM14753.00 MHz8.80 dBmV38.98 dB34219956248
8Locked256QAM15759.00 MHz9.00 dBmV38.61 dB35192387879
9Locked256QAM16765.00 MHz9.20 dBmV38.98 dB34510685730
10Locked256QAM17771.00 MHz9.20 dBmV38.98 dB30217592395
11Locked256QAM18777.00 MHz9.40 dBmV38.98 dB295231115341
12Locked256QAM19783.00 MHz9.00 dBmV38.61 dB374532115975
13Locked256QAM20789.00 MHz8.90 dBmV38.61 dB310272108549
14Locked256QAM21795.00 MHz8.60 dBmV38.61 dB334772118625
15Locked256QAM22801.00 MHz8.00 dBmV38.61 dB360307135379
16Locked256QAM23807.00 MHz7.70 dBmV38.61 dB39857484085
17Locked256QAM24813.00 MHz7.40 dBmV38.61 dB43396956791
18Locked256QAM25819.00 MHz7.30 dBmV38.61 dB52380288963
19Locked256QAM26825.00 MHz7.20 dBmV38.26 dB533277113406
20Locked256QAM27831.00 MHz6.40 dBmV37.64 dB75263397212
21Locked256QAM28837.00 MHz6.00 dBmV37.64 dB65687974555
22Locked256QAM29843.00 MHz5.40 dBmV37.64 dB91408794569
23Locked256QAM30849.00 MHz4.90 dBmV37.64 dB84386175937
24Locked256QAM32861.00 MHz4.10 dBmV37.36 dB82245695526

 

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA65120 kSym/s24.20 MHz46.50 dBmV
2LockedATDMA85120 kSym/s37.00 MHz49.25 dBmV
3LockedATDMA75120 kSym/s30.60 MHz47.00 dBmV
4LockedTDMA52560 kSym/s19.40 MHz46.50 dBmV

 

 

 

Time Priority Description
Wed Jun 27 19:34:59 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:03 20185Lost MDD Timeout;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:06 20185RCS Partial Service;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:11 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:13 20184Service Change Response rejected - Invalid transaction ID;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:14 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:16 20185Lost MDD Timeout;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:25 20185RCS Partial Service;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:25 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:29 20185Lost MDD Timeout;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:41 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:42 20185RCS Partial Service;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:42 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:47 20185Lost MDD Timeout;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:35:57 20183Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:36:00 20185RCS Partial Service;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 27 19:51:39 20183No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Thu Jun 28 07:03:42 20185RCS Partial Service;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Thu Jun 28 07:03:43 20183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Thu Jun 28 07:03:43 20185RCS Partial Service;CM-MAC=d4:0a:a9:52:a8:99;CMTS-MAC=00:01:5c:77:a8:6a;CM-QOS=1.1;CM-VER=3.0;
Rookie

Re: Help!

Have to add that we are getting ~140/20 with a 56 msec latency per the speed test on my Unifi USG.  We have a lot of dropoffs and issues when network traffic gets busy. 

 

I am paying for 400/100.  

Sharer

Re: Help!

Upstream power is getting close to triggering a reboot... amongst other signs of signaling issues that need to be tracked down.

Need to rule out in-house issues as much as possible. As best you can, streamline your path to where the signal comes in. A direct line from where signal comes in to your modem is best, or at least only one splitter and then a direct feed from there. That split needs to have NO open ports, and any cables off that splitter need to be connected to devices or terminated--any live port/cable left open is a point of entry for system-wide degradation (not just for you, but potentially neighbors too).

Arranging that more direct feed is not always practical, but if you can manage it we may see much more stable signal levels in play. If it does not improve things significantly, it can make a stronger case for something being off at the point of demarcation or further upstream that techs/engineers need to investigate more thoroughly.
Lead Moderator

Re: Help!

Those uncorrectable are a very clear sign of an issue that needs to be 

looked into further. 

 

First thing to check is for damaged coaxial, tightness of the coaxial ends. 

If everything looks good and is tight I would encourage you to schedule 

a technician to come out and investigate further. 

 

You can reach our Social Media Customer Care Team at: 

 

Twitter: @Ask_Spectrum
Facebook: https://www.facebook.com/Spectrum


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

 

 

Proven Sharer

Re: Help!

I concur  - the very high number of uncorrectable errors indicates leakage of broadcast signals into the cable network.  Often caused by a corroded or broken shield (loose or bad cable connector) or loose/broken connections in the overhead or buried distribution trunk cable.  Could also be a loose wire on the cable grounding block.