Intermittent Internet Connection - TG1672G

Been having intermittent internet issues for the last few months and not sure what to do about it. I called tech support today and tier 1 wasn't much help since it had stopped buffering during the end of our call so it was technically "fixed" according to her.  Was having a hard time explaining that I thought the issue was interference because I don't know exactly what I'm talking about lol so she told me to ignore the downstream information because the modem was healthy and there was nothing else to be done. Not sure what else to do. Thanks for your help!

 

Date TimeEvent IDEvent LevelDescription
4/6/2017 7:46840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=54:65:de:11:2e:82;CMTS-MAC=00:01:5c:78:2a:4a;CM-QOS=1.1;CM-VER=3.0;
4/6/2017 22:53820002003No Ranging Response received - T3 time-out;CM-MAC=54:65:de:11:2e:82;CMTS-MAC=00:01:5c:78:2a:4a;CM-QOS=1.1;CM-VER=3.0;
4/7/2017 7:42840007005RCS Partial Service;CM-MAC=54:65:de:11:2e:82;CMTS-MAC=00:01:5c:78:2a:4a;CM-QOS=1.1;CM-VER=3.0;
4/7/2017 11:03840202005Lost MDD Timeout;CM-MAC=54:65:de:11:2e:82;CMTS-MAC=00:01:5c:78:2a:4a;CM-QOS=1.1;CM-VER=3.0;
4/7/2017 11:37840007005RCS Partial Service;CM-MAC=54:65:de:11:2e:82;CMTS-MAC=00:01:5c:78:2a:4a;CM-QOS=1.1;CM-VER=3.0;
4/7/2017 11:38840202005Lost MDD Timeout;CM-MAC=54:65:de:11:2e:82;CMTS-MAC=00:01:5c:78:2a:4a;CM-QOS=1.1;CM-VER=3.0;
4/7/2017 12:08840007005RCS Partial Service;CM-MAC=54:65:de:11:2e:82;CMTS-MAC=00:01:5c:78:2a:4a;CM-QOS=1.1;CM-VER=3.0;
4/7/2017 12:08840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=54:65:de:11:2e:82;CMTS-MAC=00:01:5c:78:2a:4a;CM-QOS=1.1;CM-VER=3.0;
4/7/2017 12:08840007005RCS Partial Service;CM-MAC=54:65:de:11:2e:82;CMTS-MAC=00:01:5c:78:2a:4a;CM-QOS=1.1;CM-VER=3.0;
4/7/2017 12:08840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=54:65:de:11:2e:82;CMTS-MAC=00:01:5c:78:2a:4a;CM-QOS=1.1;CM-VER=3.0;
4/7/2017 12:08840202005Lost MDD Timeout;CM-MAC=54:65:de:11:2e:82;CMTS-MAC=00:01:5c:78:2a:4a;CM-QOS=1.1;CM-VER=3.0;
4/7/2017 12:27840007005RCS Partial Service;CM-MAC=54:65:de:11:2e:82;CMTS-MAC=00:01:5c:78:2a:4a;CM-QOS=1.1;CM-VER=3.0;
4/7/2017 12:27840202005Lost MDD Timeout;CM-MAC=54:65:de:11:2e:82;CMTS-MAC=00:01:5c:78:2a:4a;CM-QOS=1.1;CM-VER=3.0;
4/7/2017 13:50840007005RCS Partial Service;CM-MAC=54:65:de:11:2e:82;CMTS-MAC=00:01:5c:78:2a:4a;CM-QOS=1.1;CM-VER=3.0;
4/7/2017 17:40820002003No Ranging Response received - T3 time-out;CM-MAC=54:65:de:11:2e:82;CMTS-MAC=00:01:5c:78:2a:4a;CM-QOS=1.1;CM-VER=3.0;
4/7/2017 19:30840007005RCS Partial Service;CM-MAC=54:65:de:11:2e:82;CMTS-MAC=00:01:5c:78:2a:4a;CM-QOS=1.1;CM-VER=3.0;
4/7/2017 19:30840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=54:65:de:11:2e:82;CMTS-MAC=00:01:5c:78:2a:4a;CM-QOS=1.1;CM-VER=3.0;
4/7/2017 19:30840007005RCS Partial Service;CM-MAC=54:65:de:11:2e:82;CMTS-MAC=00:01:5c:78:2a:4a;CM-QOS=1.1;CM-VER=3.0;
4/7/2017 19:30840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=54:65:de:11:2e:82;CMTS-MAC=00:01:5c:78:2a:4a;CM-QOS=1.1;CM-VER=3.0;
4/7/2017 19:35840007005RCS Partial Service;CM-MAC=54:65:de:11:2e:82;CMTS-MAC=00:01:5c:78:2a:4a;CM-QOS=1.1;CM-VER=3.0;

 

Logs: 

 

Downstream

 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 124717.00 MHz2.00 dBmV40.95 dB256QAM1090915800
Downstream 29627.00 MHz------------------------
Downstream 311639.00 MHz------------------------
Downstream 413651.00 MHz-8.80 dBmV33.96 dB256QAM7460160139726756
Downstream 514657.00 MHz-3.30 dBmV37.36 dB256QAM7957024470
Downstream 615663.00 MHz-0.70 dBmV38.98 dB256QAM891830090
Downstream 716669.00 MHz-0.10 dBmV40.37 dB256QAM832376600
Downstream 817675.00 MHz1.10 dBmV40.37 dB256QAM6447158140
Downstream 918681.00 MHz1.00 dBmV40.37 dB256QAM687254300
Downstream 1019687.00 MHz1.60 dBmV40.95 dB256QAM531142910
Downstream 1120693.00 MHz1.60 dBmV38.98 dB256QAM495719900
Downstream 1221699.00 MHz1.80 dBmV40.37 dB256QAM378419780
Downstream 1322705.00 MHz2.10 dBmV40.95 dB256QAM429513960
Downstream 1423711.00 MHz1.80 dBmV40.37 dB256QAM4782525100
Downstream 1525723.00 MHz1.70 dBmV40.95 dB256QAM655494480
Downstream 1627735.00 MHz1.60 dBmV38.98 dB256QAM519298980

 

Upstream

 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 13319.40 MHz37.50 dBmVDOCSIS1.x (TDMA)2560 kSym/s16QAM
Upstream 23637.00 MHz38.50 dBmVDOCSIS2.0 (ATDMA)2560 kSym/s16QAM
Upstream 33530.60 MHz39.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s16QAM
Upstream 43424.20 MHz38.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s

16QAM

4 REPLIES
Expert

Re: Intermittent Internet Connection - TG1672G

You have serious broadcast tv ingress due to loose or corroded connections. It is NOT a modem issue. Maybe the outside line. or a surge protector ups/outlet strip or inside a wall jack connector or splitter loose. A ll must be a tad more than finger tight.

 If everything is, call TWD, It needs a tech, CAN NOT BE FIXED OVER THE PHONE NO MATTER WHAT THEY CLAIM!

 

Re: Intermittent Internet Connection - TG1672G

Thank you for your response. The second support person i talked to after I called a day later immediately told me that she'd set up an appointment for a tech (much to my surprise lol)... So we will have one stopping by tomorrow around noon. There are no splitters, at least inside our house (not sure about the outside lines though, as the box it leads to a locked box outside our apartment). The power plug goes directly into an outlet and we have tried switching outlets to try to see if that would change anything. We have also tried to relocate the modem a few times but it hasnt changed. One thing that makes me think its a line issue is that I notice the neighboring apartments also having wireless broadcasting issues whenever our internet goes down. When our wireless and wired internet go down, the other TWC lines often go down as well because I check which wireless connections I'm able to pick up on my devices. 

 

I'm trying to accumulate some print information and resources for when the tech comes to show that just because I'm getting good internet sometimes, that there is still a problem and that our internet isn't very stable. 

 

As of right now:

Downstream

 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 132765.00 MHz1.20 dBmV40.37 dB256QAM1160133706340
Downstream 29627.00 MHz------------------------
Downstream 310633.00 MHz------------------------
Downstream 411639.00 MHz------------------------
Downstream 512645.00 MHz-19.60 dBmV27.97 dB256QAM65190437673810076197967729
Downstream 613651.00 MHz-8.10 dBmV34.48 dB256QAM632689669523543738037
Downstream 715663.00 MHz-0.80 dBmV38.98 dB256QAM673519442560
Downstream 816669.00 MHz-0.20 dBmV40.37 dB256QAM684534647530
Downstream 918681.00 MHz1.00 dBmV40.37 dB256QAM773885350500
Downstream 1022705.00 MHz2.10 dBmV40.37 dB256QAM844415045420
Downstream 1123711.00 MHz1.80 dBmV40.37 dB256QAM780168452690
Downstream 1224717.00 MHz1.90 dBmV40.37 dB256QAM758480684630
Downstream 1328741.00 MHz1.50 dBmV38.98 dB256QAM710639655410
Downstream 1429747.00 MHz1.30 dBmV38.98 dB256QAM707620894260
Downstream 1530753.00 MHz1.30 dBmV38.61 dB256QAM851865718370
Downstream 1631759.00 MHz1.20 dBmV40.37 dB256QAM822286722100
Expert

Re: Intermittent Internet Connection - TG1672G

Now it looks like an internet only hi pass filter issue thats set to kill everything below 650 mHz ( cable ch 44 on down).

 Def needs a tech out

Established Sharer

Re: Intermittent Internet Connection - TG1672G

This particular modem has the recently found Puma-6 chipset software issue.  Replacing it with a non-Puma model MIGHT be a valid fix.