Internet is unstable

I was having internet problems and gave Timewarner a call. I was told everything is fine on their end, and it could be my old modem/router. I decided to buy a SBG-6700-Ac, and that didn't help anything. The connection drops at times and I have to reset the modem for it to work again. After reset everything works fine, but it happens again after a few hours of resetting the modem.

13 REPLIES
Expert

Re: Internet is unstable

How many hours from a reset to where you posted the levels? Correcteds might be a little high.

 There are way too many T3 fails...

 Looks like a bad connection or upstream nouise getting in somewhere. It could be anyehre between the modem and the HFC converter perhaps a mile away

Is there also a wireless issue?

 

Re: Internet is unstable

1-2 hours from last reset. Wifi does lag or devices can't connect at times.It was worse 2 weeks ago. We had rain and a few windy days. The modem wouldn't sync and had no internet connection for a good hour or so.

Expert

Re: Internet is unstable

Maybe a chewed up/ corroded outside line or connector.

Get TWC out.

 

Re: Internet is unstable

Thanks, will do.

Expert

Re: Internet is unstable

Check the correcteds in a couple more hours without a reset... If they keep increasing, you've got an intermittent connection somewhere. I'd also print out the error log with all those T3's, the tech needs to see that you have an intermittent somewhere. I can go weeks here without a T3, more than one a day is a huge concern, you've got a page full of them.  T3's are a loss of usually upstream for less than 3 seconds, where the levels are out of a 1 dB window, A T4 is more than 4 seconds and initiallizes a reset to try to relevel both up and downstream and is usually a physical break.

 

This may be at a neighbors or somewhere down the street., The tech needs to clean up your line first.

 Is this overhead and thru trees?

 If so, it's probably all chewed up

 

 I assume you've made sure all connectors are tight, they need to be a tad more than finger tight, including whatevers on the backside of wall plates.

 Check the signal levels to see if they all of a sudden are different, or if the s/n changes on one or more channels.

 Sorry to get too technical, butsome of the TWC techs just look at the current signal levels and say they're fine and there's nothing they can do, your log proves otherwise.

Re: Internet is unstable

I had a few techinicians come out over the last few months and the issue isn't fixed. They checked the line and said everything is fine on their end. I had a technician out last friday and he didn't bother checking anything. He said there's nothing they can do because the line looks good. The internet drops and it shows some Dynamic Range Window Violation in the even log. I rebooted the modem and these are the current signal levels.

 

 

 

 

 

Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel663000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnabledBPI+
IP Provisioning ModeIPv6 Onlyipv6Only(1)
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1LockedQAM25625663000000 Hz7.5 dBmV39.6 dB82126
2LockedQAM2569567000000 Hz9.5 dBmV40.4 dB106161
3LockedQAM25610573000000 Hz9.3 dBmV40.3 dB53123
4LockedQAM25611579000000 Hz9.4 dBmV40.3 dB51126
5LockedQAM25612585000000 Hz9.3 dBmV40.3 dB66217
6LockedQAM25613591000000 Hz9.5 dBmV40.3 dB6267
7LockedQAM25614597000000 Hz9.2 dBmV40.2 dB67112
8LockedQAM25615603000000 Hz8.7 dBmV40.1 dB7366
9LockedQAM25616609000000 Hz8.6 dBmV40.1 dB5984
10LockedQAM25617615000000 Hz8.2 dBmV39.9 dB87169
11LockedQAM25618621000000 Hz8.2 dBmV39.9 dB6974
12LockedQAM25619627000000 Hz7.5 dBmV39.6 dB69139
13LockedQAM25620633000000 Hz7.5 dBmV39.7 dB59180
14LockedQAM25621639000000 Hz7.7 dBmV39.7 dB70108
15LockedQAM25622645000000 Hz7.8 dBmV39.8 dB6484
16LockedQAM25623651000000 Hz7.7 dBmV39.7 dB67107
17LockedQAM25624657000000 Hz7.3 dBmV40 dB00
18LockedQAM25626669000000 Hz7.6 dBmV40 dB00
19LockedQAM25627675000000 Hz7.4 dBmV39.8 dB00
20LockedQAM25628681000000 Hz6.4 dBmV39.4 dB00
21LockedQAM25629687000000 Hz6.1 dBmV39.2 dB00
22LockedQAM25630693000000 Hz6.4 dBmV39.4 dB00
23LockedQAM25631699000000 Hz6.7 dBmV39.4 dB00
24LockedQAM25632705000000 Hz6.3 dBmV39.1 dB00
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1LockedATDMA585120 Ksym/sec23300000 Hz41.8 dBmV
2LockedTDMA572560 Ksym/sec18500000 Hz41.8 dBmV
3LockedATDMA595120 Ksym/sec30600000 Hz42.3 dBmV
4LockedATDMA605120 Ksym/sec37000000 Hz41.3 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
 
Current System Time:Tue Apr 18 13:41:28 2017

Re: Internet is unstable

This is the event log after a hard reset to the modem.

 

 

 

Time Priority Description
1970-1-1, 00:00:38Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:42Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:01:28Critical (3)No Ranging Response received - T3 time-out;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.0;CM-VER=3.0;
2017-4-18, 20:46:48Critical (3)No Ranging Response received - T3 time-out;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:51Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:58Critical (3)No Ranging Response received - T3 time-out;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:59Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.0;CM-VER=3.0;
2017-4-18, 20:50:38Critical (3)No Ranging Response received - T3 time-out;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.0;CM-VER=3.0;
2017-4-18, 13:17:12Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.1;CM-VER=3.0;
2017-4-18, 13:18:03Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.1;CM-VER=3.0;
2017-4-18, 13:18:26Critical (3)No Ranging Response received - T3 time-out;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.0;CM-VER=3.0;
2017-4-18, 21:18:57Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.0;CM-VER=3.0;
2017-4-18, 21:19:03Critical (3)No Ranging Response received - T3 time-out;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.0;CM-VER=3.0;
2017-4-18, 13:19:18Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.1;CM-VER=3.0;
2017-4-18, 13:19:42Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.1;CM-VER=3.0;
2017-4-18, 13:19:42Critical (3)16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.1;CM-VER=3.0;
2017-4-18, 13:19:43Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.1;CM-VER=3.0;
2017-4-18, 13:21:16Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.1;CM-VER=3.0;
2017-4-18, 13:22:07Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.1;CM-VER=3.0;
2017-4-18, 13:22:29Critical (3)No Ranging Response received - T3 time-out;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.0;CM-VER=3.0;
2017-4-18, 21:22:41Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.0;CM-VER=3.0;
2017-4-18, 21:22:46Critical (3)No Ranging Response received - T3 time-out;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:37Notice (6)WiFi Interface [wl0] set to Channel 4 (Side-Band Channel:N/A) - Reason:INIT
1970-1-1, 00:00:37Notice (6)WiFi Interface [wl1] set to Channel 153 (Side-Band Channel:149) - Reason:INIT
1970-1-1, 00:00:37Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:44Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:45Notice (6)Honoring MDD; IP provisioning mode = IPv4
1970-1-1, 00:00:48Warning (5)DHCP WARNING - Non-critical field invalid in response ;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.0;CM-VER=3.0;
2017-4-18, 21:27:25Error (4)Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.1;CM-VER=3.0;
2017-4-18, 21:27:25Error (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.1;CM-VER=3.0;
2017-4-18, 21:27:34Critical (3)No Ranging Response received - T3 time-out;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.0;CM-VER=3.0;
2017-4-18, 21:27:36Notice (6)Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
2017-4-18, 21:27:49Warning (5)ToD request sent - No Response received;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.0;CM-VER=3.0;
2017-4-18, 21:27:50Error (4)Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.1;CM-VER=3.0;
2017-4-18, 21:27:50Error (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=b0:b9:8a:08:f5:00;CMTS-MAC=00:01:5c:8c:c2:4d;CM-QOS=1.1;CM-VER=3.0;
2017-4-18, 13:33:44Warning (5)Dynamic Range Window violation

 

 

 

 

Anyone have any ideas what it could be? The downstream and upstream blink on the modem.. The drops happen all the time.

Re: Internet is unstable

Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel657000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnabledBPI+
IP Provisioning ModeIPv6 Onlyipv6Only(1)
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1LockedQAM25624657000000 Hz9.4 dBmV38.8 dB235604
2LockedQAM2569567000000 Hz11.2 dBmV39.9 dB300725
3LockedQAM25610573000000 Hz10.9 dBmV39.8 dB300608
4LockedQAM25611579000000 Hz11 dBmV39.8 dB370743
5LockedQAM25612585000000 Hz11.1 dBmV39.8 dB3231014
6LockedQAM25613591000000 Hz11.2 dBmV39.7 dB349688
7LockedQAM25614597000000 Hz10.9 dBmV39.6 dB247747
8LockedQAM25615603000000 Hz10.5 dBmV39.4 dB330934
9LockedQAM25616609000000 Hz10.4 dBmV39.4 dB344872
10LockedQAM25617615000000 Hz9.9 dBmV39.1 dB290815
11LockedQAM25618621000000 Hz9.9 dBmV39.1 dB309794
12LockedQAM25619627000000 Hz9.2 dBmV38.7 dB363909
13LockedQAM25620633000000 Hz9.3 dBmV38.8 dB301872
14LockedQAM25621639000000 Hz9.5 dBmV38.7 dB263905
15LockedQAM25622645000000 Hz9.7 dBmV39 dB260771
16LockedQAM25623651000000 Hz9.6 dBmV38.9 dB276901
17LockedQAM25625663000000 Hz9.1 dBmV39.4 dB00
18LockedQAM25626669000000 Hz9.5 dBmV39.4 dB00
19LockedQAM25627675000000 Hz9.3 dBmV39 dB00
20LockedQAM25628681000000 Hz8.2 dBmV38.6 dB00
21LockedQAM25629687000000 Hz8.1 dBmV38.2 dB00
22LockedQAM25630693000000 Hz8.4 dBmV38.6 dB00
23LockedQAM25631699000000 Hz8.7 dBmV38.6 dB00
24LockedQAM25632705000000 Hz8.3 dBmV38.6 dB00
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1LockedATDMA585120 Ksym/sec23300000 Hz43.8 dBmV
2LockedTDMA572560 Ksym/sec18500000 Hz43.8 dBmV
3LockedATDMA595120 Ksym/sec30600000 Hz44.8 dBmV
4LockedATDMA605120 Ksym/sec37000000 Hz43.3 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
 
Current System Time:Tue Apr 18 14:46:06 2017

 

 

 

 

Here is what the look like after an hour or two of uptime.

Re: Internet is unstable

I checked the channels when the internet dropped.  2 of the upstream channels weren't locked.