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Rookie

Internet cutting every hour

Hi,

my internet stopped working every hour for 5 to 15 min and then come back. Sometimes it will function for longer times without interruption. 

more specifically, the router is no longer online but still try to connect so it will go through several cycles of rebooting to be connected again.

I changed my coaxial cable but the issue is still there. 

 

Thanks for your help

19 REPLIES
Expert

Re: Internet cutting every hour

Sounds like the dhcp lease is set for an hour, not a day.

Is this wired or wireless?

 

Rookie

Re: Internet cutting every hour

Thanks for your response ! The router is wireless and it is functioning well but the modem I think is the problem because it is showing being not online and trying to reconnect for some time.

Rookie

Re: Internet cutting every hour

I found this a part of the log in the modem perhaps it will help

Time Priority Code Description
1970-01-01 00:00:46 5-Warning D003.0 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=14:5b:d1:3c:67:47;
1970-01-01 00:00:30 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
1970-01-01 00:00:25 3-Critical R001.0 No Maintenance Broadcasts for Ranging opportunities received - T2 time-out
1970-01-01 00:00:15 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:00:08 6-Notice M571.1 Ethernet link up - ready to pass packets
1970-01-01 00:01:08 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
1970-01-01 00:01:08 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
1970-01-01 00:00:22 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
1970-01-01 00:00:19 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:00:08 6-Notice M571.1 Ethernet link up - ready to pass packets
1970-01-01 00:01:10 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
1970-01-01 00:01:09 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
1970-01-01 00:00:25 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
1970-01-01 00:00:18 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:00:08 6-Notice M571.1 Ethernet link up - ready to pass packets

1970-01-01 00:01:05 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
1970-01-01 00:01:05 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
1970-01-01 00:00:10 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:00:09 6-Notice M571.1 Ethernet link up - ready to pass packets
2017-04-02 08:56:14 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2017-04-02 08:56:14 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
2017-04-02 08:55:29 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
1970-01-01 00:00:13 5-Warning D003.0 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=14:5b:d1:3c:67:47;
1970-01-01 00:00:08 6-Notice M571.1 Ethernet link up - ready to pass packets
1970-01-01 00:01:06 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
1970-01-01 00:01:06 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
1970-01-01 00:00:19 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
1970-01-01 00:00:14 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:00:09 6-Notice M571.1 Ethernet link up - ready to pass packets
1970-01-01 00:01:11 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
1970-01-01 00:01:11 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
1970-01-01 00:00:17 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:00:08 6-Notice M571.1 Ethernet link up - ready to pass packets
1970-01-01 00:01:21 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
1970-01-01 00:01:21 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
1970-01-01 00:00:31 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:00:24 3-Critical R001.0 No Maintenance Broadcasts for Ranging opportunities received - T2 time-out
1970-01-01 00:00:14 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:00:08 6-Notice M571.1 Ethernet link up - ready to pass packets
1970-01-01 00:01:13 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
1970-01-01 00:01:13 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
1970-01-01 00:00:18 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:00:09 6-Notice M571.1 Ethernet link up - ready to pass packets
1970-01-01 00:00:58 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
1970-01-01 00:00:57 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
1970-01-01 00:00:08 6-Notice M571.1 Ethernet link up - ready to pass packets
1970-01-01 00:00:58 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
1970-01-01 00:00:58 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
1970-01-01 00:00:08 6-Notice M571.1 Ethernet link up - ready to pass packets
1970-01-01 00:01:08 6-Notice M573.0

Spectrum Employee

Re: Internet cutting every hour

[ Edited ]

Mike3332 wrote:

The router is wireless and it is functioning well but the modem I think is the problem because it is showing being not online and trying to reconnect for some time.


 

Yeah it's the modem and more...  I'll try to keep it brief...

 

1. This is a customer owned modem right?  If so, you are aware I hope that a Motorola SURFboard SB5101U DOCSIS 2.0 Cable Modem is not designed to support the speeds you're asking for it to provision right?  (that modem can't do much more than 20 Mbps down)

 

It looks like it's trying to provision a DOSIS 2.0 for 73.73 Mbps max down by 6.14 Mbps max up (better known as the 60x6 provisioning that Charter/Spectrum uses), but that's isn't going to work right on a DOCSIS.  Really nobody should be using DOCSIS 1.0, 1.1, or 2.0 anymore for high-speed data (HSD, aka modern internet) equipment (modems) on the Charter network.

 

If I'm right that it's a customer-owned.  Go buy a new SurfBoard.  That's on you, your responsibility.

 

And if anyone still has a rental SB5101u, it's waaaay past time to swap it out for an DOCSIS 3.0; and you can do that at any local store location.

For you @Mike3332 , looks like your closest is:

1515 N Pointe Dr
Durham, NC 27705

Hours:
Mon-Fri 8AM - 6PM, Sat 9AM - 5PM

 

 

2.  Your modem's HFC MAC is showing as a COMAWG3  (AWG = advanced wireless gateway, aka it include a built-in wireless router).  This incorrect, because the SB5101 is a cable-only cable modem.  Frankly I prefer it that way (not having the wireless router built in) for a variety of quality and technical reasons I'm not going to go off-topic ranting about, but it needs to be fixed into COMMOD2 because that's what it is.  When you get a new, DOCSIS 3.0 modem, it'll need to be coded as COMMOD3.

 

3.  There seems to be either a modem hardware or cable plant issue, the modem itself keeps losing the 37 MHz upstream link.  I would start getting a quality replacement for the modem and going ahead with scheduling a troublecall (TC), a repair appointment for "internet intermittency"

 

4.  Signal power levels...  Overall they're averaging out ok, but they seem somewhat unstable.  You only have 2 frequencies on a DOCSIS 2.0, currently:
-4.5 dBmV on 615 MHz for the downstream/receive/Rx/forward @ the modem.

and

51 dBmV on 37 MHz for the upstream/transmit/Tx/return @ the modem.

but I see a +/-6 dB variation on the downstream and a +/- 2 dBmV variation on the upstream (meaning at times you're sitting at a 53 dBmV Tx, which is too high).

Has it been few decades since somebody last maintenanced your cable wiring at your home?  Might be time to schedule an appointment, just saying...

 

Also either the signal power levels are out of range at the tap or you have splitters.  With no TV boxes I can only assume you are boxless, which means you don't really need whatever splitter would be there, or at least just a single 2-way splitter with other port/leg of the splitter terminated at the splitter (so the unused stretch of wire isn't a source of microreflections).  I'd wager there's going to be a couple splitters somewhere, and if that's true it's also possible those unused wires are a source of ingress.

 

So in short/conclusion, getting a good quality replacement for your old DOCSIS 2.0 customer-owned modem is your responsibility, and the cable plant is our responsibility.  If both work together for troubleshooting, I'm sure this frustating issue of the modem constantly losing connectivity can be brought to an end.  I'd recommend having a replacement modem ready by the time of the appointment. Otherwise I'd have to be a rental/leased.  Smiley Happy

 

 

 

 

My postings on this site are my own, off-the-clock, and don’t necessarily represent TWC’s/Charter's strategies or opinions.
Expert

Re: Internet cutting every hour

Can you post the signal level page?

You have 2 seperate problems!

You have a serious coaxial issue that a new modem won't fix and will probably be worst as docsis 3's are more critical than docsis 2's.

 There are bad connections and probably too many splitters / open ports, corroded connectors, etc.

 

 Get TWC out, replace the bad coax/ splitters and get a new  docsis 3 modem as well.

Rookie

Re: Internet cutting every hour

Dear agentx5

thank you so much for all these details it is very helpful 

yes it is a personal modem.

i will take your advises and twc is stopping by next Tuesday.

thanks

Rookie

Re: Internet cutting every hour

Dear MsRaye
Thank you so much for your input. I contacted TWC and they should address the wiring problem this Tuesday.
Best
Established Sharer

Re: Internet cutting every hour

The venerable Motorola/Arris SurfBoard 6xxx product line is no longer current technology .  I personally would suggest instead a newer (Dec 2015) modem with notably better technical specs and performance.  The Motorola MB7420 modem-only is a 16 x 4 DOCSIS3 unit with full band DSP receiver [108 to 1002 MHz], Gigabit Ethernet port, IPv6, and supports all speeds up through TWC's 300 Mbps service offering.  It currently sells for under $100 in the typical computer & consumer electronics stores or on-line.  Like devices from other makers that came out in 4Q 2015, it does not yet appear on TWC-->Spectrum's list of approved modem devices.  I did not see any performance complaints filed in this forum. 

Spectrum Employee

Re: Internet cutting every hour

[ Edited ]

Mike3332 wrote:

Dear agentx5

thank you so much for all these details it is very helpful 

yes it is a personal modem.

i will take your advises and twc is stopping by next Tuesday.

thanks


Please make sure you have the replacement "COMMOD3" before then, and that the tech's dispatch corrects it the customer equipment screen on your account.  (again, the AWG references to "advanced wireless gateway")  It's an easy edit, minor fine-tuning, but sometimes to use a phrase -- the devil's in the details.  I'm just very particular about accuracy (because I understand how software programmers and engineers think). Smiley Tongue

 

For shopping purposes, I'd recommend at least a 16 downstream channel modem.  Some areas are already now using 24 channels for downstream (such as the hubs in my city)

Spoiler
(hopefully this means we'll eventually start seeing 32 downstream and 8 upstream channel on the cable plant, which will be great for those SB6190's that are starting to gain popularity.  Currently there's no noticable benefit between a 16x4 modem and a 32x8, even if the 32x8 bonds 24 channels).

Side note to @MsRaye (that's why traps are being removed, than and Charter is going to start enforcing a need for pairing devices.  No more DTAs or boxless.  In the long run the cable plant will be able to be monitored for issues so much more easily). Since I know you like to troubleshoot, if you start to see modems that suddenly have signal levels drop off a cliff (expoentially more of each next channel frequency lower) when going below the 591 MHz frequency on a 32-channel, 24-bonded-channel modem; an old HSD (aka. internet-only) trap should be suspected.  (I assume you know what a line trap is right?)

 

karlbeckman wrote:

 I did not see any performance complaints filed in this forum. 


Give it time.  With increase popularity, there's going to be complaints eventually (even if the modem itself isn't what's to blame).  It's statistics!
(also why the "Experience Forum" is the "Complaint Forum", it's statistics)

 

I've not had any issue with the Surfboard model line, been using those myself for many years.  (been considering SB6190 but there's no real benefit versus my current SB6183)

My postings on this site are my own, off-the-clock, and don’t necessarily represent TWC’s/Charter's strategies or opinions.