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Intermittent dropped connections, random occurances

  1. Your location. city, state, zip. Single or multi family complex.  San Antonio, TX. Apartment complex
  2. Services you get from TWC Internet
  3. Make and model of modem Netgear CM600
  4. Make and model of router(s) TPLink AC1200
  5. Firmware level in modem (or, post modem page)  V1.01.14
  6. Confirm modem is Online or report otherwise. Login to your twc account and click on troubleshoot. Confirm modem with correct serial/mac has a green dot.  Definitely Online
  7. What are your purchased speeds? What are results from Spectrum speed test. down, up, ping, jitter? I believe we have the "Basic" 200Mb? package. Speed test says i'm getting that. (233u/11d)
  8. List symptoms using a wired (not wireless) connection with date and time and any repeating pattern Literally random drops of connection for anywhere between 5-30 seconds
  9. Modem's signal, downstream and upstream, and event log pages. usually accessed at 192.168.100.1 or 192.168.0.1
  10. Description of your cable wiring from street and throughout house, include splitters, devices, cable type (rg6, rg59) and age, etc. and specifically the where the modem attaches. Coax into the wall in a multi unit apartment so , oof
  11. Description of ethernet network from modem’s ethernet port to router(s) and to any additional devices including cable type, e.g., cat5, cat5e, cat6, etc. Modem into Router to 2 desktop PCs (cat6)
  12. Any recent or coincident changes or upgrades to your system, or any neighborhood changes. just moved here a month ago
  13. Run pathping (windows command) targeting a site that demonstrates problem, preferably one that is pingable, like rr.com. If pathping is not available as command execute tracert. (Linux command istraceroute)
  14. Mention if you only have connection problems while streaming movies/other or playing games.
  15. Are any background tasks running that upload or download data automatically, e.g., backup programs, torrent client, file/photo/music sync, auto program/app update, etc.? no
  16. If unable to paste web page data directly into TWC forum reply window, use a tool like Windows Snipping Tool (free at Microsoft) to copy screen image and paste to web based site likehttp://imgur.com or http://snag.gy . Paste image url into forum reply.
Time Priority Description
2018-08-09, 19:04:00Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:63:35:38;CMTS-MAC=00:17:10:89:20:29;CM-QOS=1.1;CM-VER=3.0;
2018-08-09, 15:52:46Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:63:35:38;CMTS-MAC=00:17:10:89:20:29;CM-QOS=1.1;CM-VER=3.0;
2018-08-09, 15:43:01Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:63:35:38;CMTS-MAC=00:17:10:89:20:29;CM-QOS=1.1;CM-VER=3.0;
2018-08-09, 11:56:28Error (4)Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=a0:04:60:63:35:38;CMTS-MAC=00:17:10:89:20:29;CM-QOS=1.1;CM-VER=3.0;
2018-08-09, 11:56:28Error (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=a0:04:60:63:35:38;CMTS-MAC=00:17:10:89:20:29;CM-QOS=1.1;CM-VER=3.0;
2018-08-04, 17:22:22Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:63:35:38;CMTS-MAC=00:17:10:89:20:29;CM-QOS=1.1;CM-VER=3.0;
2018-08-01, 02:37:38Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:63:35:38;CMTS-MAC=00:17:10:89:20:29;CM-QOS=1.1;CM-VER=3.0;
2018-08-01, 02:27:53Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:63:35:38;CMTS-MAC=00:17:10:89:20:29;CM-QOS=1.1;CM-VER=3.0;
2018-07-29, 15:44:33Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:63:35:38;CMTS-MAC=00:17:10:89:20:29;CM-QOS=1.0;CM-VER=3.0;
2018-07-29, 15:44:20Critical (3)No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:63:35:38;CMTS-MAC=00:17:10:89:20:29;CM-QOS=1.0;CM-VER=3.0;
2018-07-29, 15:44:03Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:63:35:38;CMTS-MAC=00:17:10:89:20:29;CM-QOS=1.1;CM-VER=3.0;
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel579000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnableBPI+
IP Provisioning ModeOverride MDDIPv6 only
 
<tabindex=-1>Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM25617579000000 Hz3.3 dBmV41.7 dB00
2LockedQAM2562489000000 Hz4.3 dBmV43.1 dB00
3LockedQAM2563495000000 Hz4.0 dBmV43.0 dB00
4LockedQAM2564501000000 Hz3.9 dBmV42.7 dB00
5LockedQAM2565507000000 Hz3.9 dBmV39.4 dB00
6LockedQAM2566513000000 Hz3.7 dBmV42.5 dB00
7LockedQAM2567519000000 Hz3.5 dBmV42.4 dB00
8LockedQAM2568525000000 Hz3.0 dBmV42.0 dB00
9LockedQAM2569531000000 Hz2.9 dBmV41.9 dB00
10LockedQAM25610537000000 Hz1.7 dBmV40.7 dB00
11LockedQAM25611543000000 Hz1.8 dBmV40.8 dB00
12LockedQAM25612549000000 Hz1.6 dBmV40.7 dB00
13LockedQAM25613555000000 Hz2.4 dBmV41.2 dB00
14LockedQAM25614561000000 Hz2.8 dBmV41.3 dB00
15LockedQAM25615567000000 Hz3.0 dBmV41.6 dB00
16LockedQAM25616573000000 Hz3.1 dBmV41.6 dB00
17LockedQAM2561483000000 Hz3.5 dBmV43.2 dB00
18LockedQAM25618585000000 Hz3.2 dBmV42.5 dB00
19LockedQAM25619591000000 Hz3.0 dBmV41.9 dB00
20LockedQAM25620597000000 Hz2.4 dBmV41.9 dB00
21LockedQAM25621603000000 Hz1.3 dBmV40.8 dB00
22LockedQAM25622609000000 Hz1.6 dBmV41.3 dB00
23LockedQAM25623615000000 Hz3.4 dBmV42.0 dB00
24LockedQAM25624621000000 Hz3.6 dBmV42.5 dB00
 
<tabindex=-1>Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedTDMA12560 Ksym/sec19400000 Hz51.0 dBmV
2Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
3LockedATDMA35120 Ksym/sec30600000 Hz50.5 dBmV
4LockedATDMA45120 Ksym/sec37000000 Hz50.0 dBmV
5Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
6Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
7Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
8Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
 

 

Thank you for any insight. I know I should probably call tech support but in the past they have not been helpful. Any further info to help get the right kind of support is much appreciated.

1 REPLY
Established Sharer

Re: Intermittent dropped connections, random occurances

Your modem has stopped transmitting one of its four upstream channels, but levels on the downstream side are near optimum.  Your channels are therefore not bonded correctly, and that will cause random network disconnects and resets.  Your speedtest result does match with the service tier you are paying for, so this condition is probably intermittent, such as a loose connector between your modem and the cable plant.  Since you are in an apartment building there's a lot for the home serrvice tech to check out during a service call.