Rookie

Internet Slows Down Intermittently,DS Partial Serice Fallack,Lost MDD Timeout Errors

About 2-3 times a week or so, my Internet speeds will slow down to about 1-2 mbps and is only resolved by rebooting modem.  It happens at random times sometimes day, night appears to be no pattern to it.  It has been doing this for a while but in the past I only had to reboot maybe once a month.  Then once a week and now this is happening 2-3 tmes per week as I mentioned above.  I have 200mb Internet and Basic Cable TV package in Winston Salem NC.... Log and Signal stats are below.  Signal stats are from about 2 hours after I rebooted; I will post signal page screenshot when it slows again if that helps.  I have not checked all of the connections thoroughly outside but the inside ones I have.  There is a 3 way splitter inside the house.  I used to have phone service through TWC but had that service cancelled.  I own the modem.  It is a few years old now since I purchased and was thinking about replacing with a newer one in hopes that would resolve this.  Thought I would post here first before I do anything.  I will add that this modem traveled with me due to moving and I  never had this issue at previous house with same TWC package there.

I greatly appreciate any advice anyone has!


Router: Netgear Nighthawk R7000

 

Modem Details:

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
Firmware Build Time: Jul 22 2016 08:13:57

 

Current Log:

Aug 01 2018 15:54:546-NoticeI401.0TLV-11 - unrecognized OID;CM-MAC=d0:39:b3:f8:d3:4c;CMTS-MAC=00:17:10:86:58:e4;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2018 15:54:545-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=d0:39:b3:f8:d3:4c;CMTS-MAC=00:17:10:86:58:e4;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:176-NoticeN/ACable Modem Reboot due to power reset ;CM-MAC=d0:39:b3:f8:d3:4c;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2018 11:43:416-NoticeN/AMDD Recovery following MDD Loss;CM-MAC=d0:39:b3:f8:d3:4c;CMTS-MAC=00:17:10:86:58:e4;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2018 10:28:335-WarningT202.0Lost MDD Timeout;CM-MAC=d0:39:b3:f8:d3:4c;CMTS-MAC=00:17:10:86:58:e4;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2018 10:28:335-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=d0:39:b3:f8:d3:4c;CMTS-MAC=00:17:10:86:58:e4;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2018 08:45:025-WarningT202.0Lost MDD Timeout;CM-MAC=d0:39:b3:f8:d3:4c;CMTS-MAC=00:17:10:86:58:e4;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2018 08:45:025-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=d0:39:b3:f8:d3:4c;CMTS-MAC=00:17:10:86:58:e4;CM-QOS=1.1;CM-VER=3.0;
Jul 31 2018 17:32:046-NoticeI401.0TLV-11 - unrecognized OID;CM-MAC=d0:39:b3:f8:d3:4c;CMTS-MAC=00:17:10:86:58:e4;CM-QOS=1.1;CM-VER=3.0;
Jul 31 2018 17:32:045-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=d0:39:b3:f8:d3:4c;CMTS-MAC=00:17:10:86:58:e4;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:176-NoticeN/ACable Modem Reboot due to T4 timeout ;CM-MAC=d0:39:b3:f8:d3:4c;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jul 31 2018 17:31:113-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f8:d3:4c;CMTS-MAC=00:17:10:86:58:e4;CM-QOS=1.1;CM-VER=3.0;
Jul 31 2018 17:31:093-CriticalR06.0Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d0:39:b3:f8:d3:4c;CMTS-MAC=00:17:10:86:58:e4;CM-QOS=1.1;CM-VER=3.0;
Jul 31 2018 17:31:093-CriticalR03.0Ranging Request Retries exhausted;CM-MAC=d0:39:b3:f8:d3:4c;CMTS-MAC=00:17:10:86:58:e4;CM-QOS=1.1;CM-VER=3.0;
Jul 31 2018 17:31:013-CriticalR06.0Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d0:39:b3:f8:d3:4c;CMTS-MAC=00:17:10:86:58:e4;CM-QOS=1.1;CM-VER=3.0;
Jul 31 2018 17:31:013-CriticalR03.0Ranging Request Retries exhausted;CM-MAC=d0:39:b3:f8:d3:4c;CMTS-MAC=00:17:10:86:58:e4;CM-QOS=1.1;CM-VER=3.0;
Jul 31 2018 17:30:593-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f8:d3:4c;CMTS-MAC=00:17:10:86:58:e4;CM-QOS=1.1;CM-VER=3.0;
Jul 31 2018 16:09:055-WarningT202.0Lost MDD Timeout;CM-MAC=d0:39:b3:f8:d3:4c;CMTS-MAC=00:17:10:86:58:e4;CM-QOS=1.1;CM-VER=3.0;
Jul 31 2018 16:09:055-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=d0:39:b3:f8:d3:4c;CMTS-MAC=00:17:10:86:58:e4;CM-QOS=1.1;CM-VER=3.0;
Jul 31 2018 10:33:585-WarningT202.0Lost MDD Timeout;CM-MAC=d0:39:b3:f8:d3:4c;CMTS-MAC=00:17:10:86:58:e4;CM-QOS=1.1;CM-VER=3.0;

 

Signal:

Downstream Bonding Channel Value
Channel ID10 11 13 14 15 16 24 
Frequency507000000 Hz 513000000 Hz 519000000 Hz 531000000 Hz 537000000 Hz 543000000 Hz 549000000 Hz 597000000 Hz 
Signal to Noise Ratio38 dB 37 dB 38 dB 38 dB 37 dB 38 dB 38 dB 38 dB 
Downstream ModulationQAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
1 dBmV  1 dBmV  1 dBmV  1 dBmV  2 dBmV  2 dBmV  2 dBmV  1 dBmV  

 

Upstream Bonding Channel Value
Channel ID
Frequency30400000 Hz 24000000 Hz 
Ranging Service ID7904 7904 
Symbol Rate5.120 Msym/sec 5.120 Msym/sec 
Power Level46 dBmV 45 dBmV 
Upstream Modulation[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
Ranging StatusSuccess Success 

 

Signal Stats (Codewords) Bonding Channel Value
Channel ID10 11 13 14 15 16 24 
Total Unerrored Codewords517114519 516212871 516221053 498882400 498850943 498850720 498857784 498887651 
Total Correctable Codewords10 15 16 24 46 44 38 50 
Total Uncorrectable Codewords560 559 572 1223 1439 2203 2088 2104 
5 REPLIES
Valued Contributor

Re: Internet Slows Down Intermittently,DS Partial Serice Fallack,Lost MDD Timeout Errors

Gonna want a technician visit. Could be a complicated issue needing escalation through a couple tiers of support before fully resolved, depending on the root cause. So it could take a while for a proper fix.

Losing locks on specific channels... note the partial service entries in the logs, and the big gaps between downstream channels. Ideally, you will lock contiguous channels, with each channel being 6mhz apart (so you would not have a gap from say 549mhz to 579mhz... you would also lock 555, 561, 567, and 573).

We have been dropping channels from 603 and up since T-Mobile took off with Walmart's Family Mobile in our market (T-Mobile acquired ATT's 600mhz spectrum). May just be coincidence... but we have seen LTE expansions wreak havoc in the past. May be related.

Whatever is the root cause... you are getting noise in the lines that is knocking certain frequencies out of commision. Eventually, the modem runs out of enough good channels and performance takes a turn for the worse until you refresh it.

In the majority of cases, this is a "line" quality issue and not a "modem" issue... swapping your modem/router will not solve such issues. Cables, connectors, splitters, and demarcation need to be inspected with signal quality tests conducted at various points to try to identify potential sources for the noise issues.
Rookie

Re: Internet Slows Down Intermittently,DS Partial Serice Fallack,Lost MDD Timeout Errors

Thanks for the reply I was afraid you would say that. This gives me some info for the tech when he comes onsite.

One other quick question.....in regards to getting a new modem I know you said that likely wouldn’t fix it . Since my modem supports only 8 channels and newer modems support 16 and up, I would assume that would at least make the reboots less frequent with more channels?
Valued Contributor

Re: Internet Slows Down Intermittently,DS Partial Serice Fallack,Lost MDD Timeout Errors

Potentially, depending on the available spectrum. Looks like your market is getting ready to cross into the 600mhz channels, if it hasn't already. This could give you an extra 8 channels to work with if they have been made available.
Rookie

Re: Internet Slows Down Intermittently,DS Partial Serice Fallack,Lost MDD Timeout Errors

Not sure if this is part of my issue but checked the outside connections and there are 3 splitters between the outside box and my modem. 2 splitters outside and one inside. The one inside goes to modem and cable tv box. I don’t use any of the other outlets in the house. Unless I am missing something I think I can eliminate the 2 outside splitters so it is one line all the way to the inside splitter. Pic Below and thanks again for the help!

https://imgur.com/a/es4rPdf
Highlighted
Lead Moderator

Re: Internet Slows Down Intermittently,DS Partial Serice Fallack,Lost MDD Timeout Errors

@hubb1972

 

Looking at that I would say yes, that is part of your issue. Please do contact us 

to get someone scheduled to get that taken care of. 

 

Please feel free to contact our Social Media Customer Care Team.

 

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


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