Rookie

Losing connection multiple times a day.

I "upgraded" from my 15mbps cable package to a 100mbps cable package not long after Spectrum took over Time Warner. We never had this problem before but recently we have been losing connection multiple times a day. I am using my own Surfboard SGB6580. The 5 lights on the front all go red for about a minute then back to normal and the internet connection returns. Also every few days any of our wireless devices (i.e. smart phones) won't connect back to the network after leaving and returning. They just say cannot obtain an IP address. The only way to fix it is to unplug the modem from the power supply for a few seconds. Internet is our only service through them. Any ideas?

Edit: might be green not red. I am color blind. Either way they all match and the two blue lights are the ones that look like they change colors.

Thu Oct 11 07:42:16 2018 Notice (6) TLV-11 - unrecognized OID;CM-MAC=e8:6d:52:82:bf:00;CMTS-MAC=00:01:5c:94:2e:65;CM-QOS=1.1;CM-VER=3.0;
Thu Oct 11 07:42:15 2018 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=e8:6d:52:82:bf:00;CMTS-MAC=00:01:5c:94:2e:65;CM-QOS=1.1;CM-VER=3.0;
Thu Oct 11 07:42:15 2018 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=e8:6d:52:82:bf:00;CMTS-MAC=00:01:5c:94:2e:65;CM-QOS=1.1;CM-VER=3.0;
Thu Oct 11 07:42:15 2018 Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=e8:6d:52:82:bf:00;CMTS-MAC=00:01:5c:94:2e:65;CM-QOS=1.1;CM-VER=3.0;
Thu Oct 11 07:41:59 2018 Notice (6) T4 No Station Maint Timeout - Reinitialize MAC...
Thu Oct 11 07:41:59 2018 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=e8:6d:52:82:bf:00;CMTS-MAC=00:01:5c:94:2e:65;CM-QOS=1.1;CM-VER=3.0;
Thu Oct 11 07:41:26 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=e8:6d:52:82:bf:00;CMTS-MAC=00:01:5c:94:2e:65;CM-QOS=1.1;CM-VER=3.0;
Thu Oct 11 07:38:14 2018 Notice (6) TLV-11 - unrecognized OID;CM-MAC=e8:6d:52:82:bf:00;CMTS-MAC=00:01:5c:94:2e:65;CM-QOS=1.1;CM-VER=3.0;
Thu Oct 11 07:38:14 2018 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=e8:6d:52:82:bf:00;CMTS-MAC=00:01:5c:94:2e:65;CM-QOS=1.1;CM-VER=3.0;
Thu Oct 11 07:38:14 2018 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=e8:6d:52:82:bf:00;CMTS-MAC=00:01:5c:94:2e:65;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=e8:6d:52:82:bf:00;CMTS-MAC=00:01:5c:94:2e:65;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Notice (6) WiFi Interface [wl0] set to Channel 3 (Side-Band Channel:N/A) - Reason:INIT
Thu Oct 11 07:36:29 2018 Critical (3) No Ranging Response received - T3 time-out
Thu Oct 11 07:36:18 2018 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=e8:6d:52:82:bf:00;CMTS-MAC=00:01:5c:94:2e:65;CM-QOS=1.1;CM-VER=3.0;
Thu Oct 11 07:35:38 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=e8:6d:52:82:bf:00;CMTS-MAC=00:01:5c:94:2e:65;CM-QOS=1.1;CM-VER=3.0;
Thu Oct 11 07:26:57 2018 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=e8:6d:52:82:bf:00;CMTS-MAC=00:01:5c:94:2e:65;CM-QOS=1.1;CM-VER=3.0;
Thu Oct 11 07:26:26 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=e8:6d:52:82:bf:00;CMTS-MAC=00:01:5c:94:2e:65;CM-QOS=1.1;CM-VER=3.0;
Thu Oct 11 06:31:43 2018 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=e8:6d:52:82:bf:00;CMTS-MAC=00:01:5c:94:2e:65;CM-QOS=1.1;CM-VER=3.0;
Thu Oct 11 06:31:43 2018 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=e8:6d:52:82:bf:00;CMTS-MAC=00:01:5c:94:2e:65;CM-QOS=1.1;CM-VER=3.0;
Thu Oct 11 06:31:43 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=e8:6d:52:82:bf:00;CMTS-MAC=00:01:5c:94:2e:65;CM-QOS=1.1;CM-VER=3.0;
Thu Oct 11 06:24:32 2018 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=e8:6d:52:82:bf:00;CMTS-MAC=00:01:5c:94:2e:65;CM-QOS=1.1;CM-VER=3.0;
3 REPLIES
Helper

Re: Losing connection multiple times a day.

Can you also post the modem's signal levels? You likely have some serious coax issue.

Rookie

Re: Losing connection multiple times a day.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File
Security Enabled BPI+

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 5 603000000 Hz 1.1 dBmV 41.9 dB 13 72
2 Locked QAM256 6 609000000 Hz 0.9 dBmV 41.7 dB 14 71
3 Locked QAM256 7 615000000 Hz 1.0 dBmV 41.3 dB 31 2
4 Locked QAM256 8 621000000 Hz 1.4 dBmV 41.3 dB 9 29
5 Locked QAM256 9 627000000 Hz 1.3 dBmV 40.8 dB 5 41
6 Locked QAM256 10 633000000 Hz 1.8 dBmV 40.3 dB 6 27
7 Locked QAM256 11 639000000 Hz 2.1 dBmV 40.9 dB 15 112
8 Locked QAM256 12 645000000 Hz 2.0 dBmV 40.8 dB 25 115

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 58 5120 Ksym/sec 24200000 Hz 47.2 dBmV
2 Locked TDMA 57 2560 Ksym/sec 19400000 Hz 47.2 dBmV
3 Locked ATDMA 59 5120 Ksym/sec 30600000 Hz 47.2 dBmV
4 Locked ATDMA 60 5120 Ksym/sec 37000000 Hz 47.2 dBmV
Highlighted
Established Sharer

Re: Losing connection multiple times a day.

From experience, it looks like external signal leakage interference OR high AC noise coming from a bad safety ground connection at the grounding block .  Note that every DS Channel except #3 has significantly more uncorrectible errors than correcteds during the relatively short amount of time since the last power cycle / modem reset. 

 

If you are in an area recently hit by hurricanes or high winds bringing down tree limbs nearby, please call Spectrum and set up a home service tech visit.  Print out your signal levels again after your modem has been continuously powered up for at least 24 hours, and don't unplug the modem within 6 to 12 hours of your scheduled service appointment so the tech can see the modem log. Power cycling erases the log files which your tech will need to chase down and repair your cable noise problem.