Rookie

Losing connection several times a day

I am losing connection quite a bit. This is the modem, I can see the lights going out. I've had a tech out twice. The modem has been switched out twice. Any help would be appreciated. I've pasted information below.

RF Parameters
Downstream
 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 124621.00 MHz3.70 dBmV40.37 dB256QAM86847930747
Downstream 22489.00 MHz6.30 dBmV40.95 dB256QAM31450194160
Downstream 33495.00 MHz5.90 dBmV40.37 dB256QAM2813931900
Downstream 44501.00 MHz6.00 dBmV40.95 dB256QAM3100034500
Downstream 55507.00 MHz6.00 dBmV40.95 dB256QAM3075844300
Downstream 66513.00 MHz5.90 dBmV40.95 dB256QAM3186881810
Downstream 77519.00 MHz5.90 dBmV40.95 dB256QAM3189791900
Downstream 88525.00 MHz5.80 dBmV40.37 dB256QAM3051077400
Downstream 99531.00 MHz5.80 dBmV40.95 dB256QAM3051472610
Downstream 1010537.00 MHz5.70 dBmV40.37 dB256QAM3285914210
Downstream 1111543.00 MHz5.50 dBmV40.37 dB256QAM3405939510
Downstream 1212549.00 MHz5.30 dBmV40.37 dB256QAM3079143800
Downstream 1313555.00 MHz5.10 dBmV40.95 dB256QAM31880680120
Downstream 1414561.00 MHz5.10 dBmV40.95 dB256QAM31879150110
Downstream 1515567.00 MHz5.10 dBmV40.95 dB256QAM30281986130
Downstream 1616573.00 MHz5.20 dBmV40.37 dB256QAM31867604120
Downstream 1717579.00 MHz5.00 dBmV40.95 dB256QAM42999650120
Downstream 1818585.00 MHz4.60 dBmV40.95 dB256QAM40290410110
Downstream 1919591.00 MHz4.60 dBmV40.95 dB256QAM3806705600
Downstream 2020597.00 MHz4.60 dBmV40.37 dB256QAM3577359600
Downstream 2121603.00 MHz4.50 dBmV40.37 dB256QAM3557648010
Downstream 2222609.00 MHz4.20 dBmV40.95 dB256QAM4218861820
Downstream 2323615.00 MHz4.00 dBmV40.95 dB256QAM3849354210
Downstream 241483.00 MHz6.20 dBmV40.95 dB256QAM29117904150
Reset FEC Counters
Upstream
 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 1224.20 MHz44.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 2437.00 MHz45.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 3330.60 MHz45.50 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 4119.40 MHz44.00 dBmVDOCSIS1.x (TDMA)2560 kSym/s16QAM

 Status
System Uptime:0 d: 18 h: 10 m
Computers Detected:staticCPE(1), dynamicCPE(1)
CM Status:Telephony-Reg Complete
Time and Date:Sun 2018-03-11 06:20:41

 Interface Parameters
Interface NameProvisionedStateSpeed (Mbps)MAC address
LANEnabledUp1000(Full)10:56:11:F9:B7:69
CABLEEnabledUp-----10:56:11:F9:B7:6A
MTAPassUp-----10:56:11:F9:B7:6B

 

OCSIS(CM) Events

Date TimeEvent IDEvent LevelDescription
3/10/2018 22:47820003003Ranging Request Retries exhausted;CM-MAC=10:56:11:f9:b7:6a;CMTS-MAC=00:17:10:87:8e:c5;CM-QOS=1.1;CM-VER=3.0;
3/10/2018 22:47820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=10:56:11:f9:b7:6a;CMTS-MAC=00:17:10:87:8e:c5;CM-QOS=1.1;CM-VER=3.0;
3/10/2018 22:48820004003Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=10:56:11:f9:b7:6a;CMTS-MAC=00:17:10:87:8e:c5;CM-QOS=1.1;CM-VER=3.0;
3/10/2018 22:48820002003No Ranging Response received - T3 time-out;CM-MAC=10:56:11:f9:b7:6a;CMTS-MAC=00:17:10:87:8e:c5;CM-QOS=1.1;CM-VER=3.0;
3/10/2018 22:49730402003TLV-11 - Illegal Set operation failed;CM-MAC=10:56:11:f9:b7:6a;CMTS-MAC=00:17:10:87:8e:c5;CM-QOS=1.1;CM-VER=3.0;
3/10/2018 23:17820002003No Ranging Response received - T3 time-out;CM-MAC=10:56:11:f9:b7:6a;CMTS-MAC=00:17:10:87:8e:c5;CM-QOS=1.1;CM-VER=3.0;
3/11/2018 0:45820003003Ranging Request Retries exhausted;CM-MAC=10:56:11:f9:b7:6a;CMTS-MAC=00:17:10:87:8e:c5;CM-QOS=1.1;CM-VER=3.0;
3/11/2018 0:45820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=10:56:11:f9:b7:6a;CMTS-MAC=00:17:10:87:8e:c5;CM-QOS=1.1;CM-VER=3.0;
3/11/2018 0:45820002003No Ranging Response received - T3 time-out;CM-MAC=10:56:11:f9:b7:6a;CMTS-MAC=00:17:10:87:8e:c5;CM-QOS=1.1;CM-VER=3.0;
3/11/2018 0:45820003003Ranging Request Retries exhausted;CM-MAC=10:56:11:f9:b7:6a;CMTS-MAC=00:17:10:87:8e:c5;CM-QOS=1.1;CM-VER=3.0;
3/11/2018 0:45820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=10:56:11:f9:b7:6a;CMTS-MAC=00:17:10:87:8e:c5;CM-QOS=1.1;CM-VER=3.0;
3/11/2018 0:45820002003No Ranging Response received - T3 time-out;CM-MAC=10:56:11:f9:b7:6a;CMTS-MAC=00:17:10:87:8e:c5;CM-QOS=1.1;CM-VER=3.0;
3/11/2018 0:45820003003Ranging Request Retries exhausted;CM-MAC=10:56:11:f9:b7:6a;CMTS-MAC=00:17:10:87:8e:c5;CM-QOS=1.1;CM-VER=3.0;
3/11/2018 0:45820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=10:56:11:f9:b7:6a;CMTS-MAC=00:17:10:87:8e:c5;CM-QOS=1.1;CM-VER=3.0;
3/11/2018 0:45820002003No Ranging Response received - T3 time-out;CM-MAC=10:56:11:f9:b7:6a;CMTS-MAC=00:17:10:87:8e:c5;CM-QOS=1.1;CM-VER=3.0;
3/11/2018 0:45820003003Ranging Request Retries exhausted;CM-MAC=10:56:11:f9:b7:6a;CMTS-MAC=00:17:10:87:8e:c5;CM-QOS=1.1;CM-VER=3.0;
3/11/2018 0:45820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=10:56:11:f9:b7:6a;CMTS-MAC=00:17:10:87:8e:c5;CM-QOS=1.1;CM-VER=3.0;
3/11/2018 0:46820002003No Ranging Response received - T3 time-out;CM-MAC=10:56:11:f9:b7:6a;CMTS-MAC=00:17:10:87:8e:c5;CM-QOS=1.1;CM-VER=3.0;
3/11/2018 0:46730402003TLV-11 - Illegal Set operation failed;CM-MAC=10:56:11:f9:b7:6a;CMTS-MAC=00:17:10:87:8e:c5;CM-QOS=1.1;CM-VER=3.0;
3/11/2018 2:54820002003No Ranging Response received - T3 time-out;CM-MAC=10:56:11:f9:b7:6a;CMTS-MAC=00:17:10:87:8e:c5;CM-QOS=1.1;CM-VER=3.0;

 PacketCable(MTA) Events

Date TimeEvent IDDescription
3/10/2018 10:2716MTA TFTP: Successful
3/10/2018 10:2726MTA PROV: Successful!
3/10/2018 10:273Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
3/10/2018 10:313Voice Line State Change, Line Number = 1, Prev State = IS, New State = OOS
3/10/2018 10:324000960006New time has been retrieved from ToD server.
3/10/2018 10:3216MTA TFTP: Successful
3/10/2018 10:3226MTA PROV: Successful!
3/10/2018 10:323Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
3/10/2018 10:433Voice Line State Change, Line Number = 1, Prev State = IS, New State = OOS
3/10/2018 10:4716MTA TFTP: Successful
3/10/2018 10:4726MTA PROV: Successful!
3/10/2018 10:473Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
3/10/2018 11:053Voice Line State Change, Line Number = 1, Prev State = IS, New State = OOS
3/10/2018 11:1016MTA TFTP: Successful
3/10/2018 11:1026MTA PROV: Successful!
3/10/2018 11:103Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
3/10/2018 12:073Voice Line State Change, Line Number = 1, Prev State = IS, New State = OOS
3/10/2018 12:0816MTA TFTP: Successful
3/10/2018 12:0826MTA PROV: Successful!
3/10/2018 12:083Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
3/10/2018 12:093Voice Line State Change, Line Number = 1, Prev State = IS, New State = OOS
3/10/2018 12:1116MTA TFTP: Successful
3/10/2018 12:1126MTA PROV: Successful!
3/10/2018 12:113Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
3/10/2018 22:483Voice Line State Change, Line Number = 1, Prev State = IS, New State = OOS
3/10/2018 22:4916MTA TFTP: Successful
3/10/2018 22:4926MTA PROV: Successful!
3/10/2018 22:493Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
3/11/2018 0:453Voice Line State Change, Line Number = 1, Prev State = IS, New State = OOS
3/11/2018 0:4616MTA TFTP: Successful
3/11/2018 0:4626MTA PROV: Successful!
3/11/2018 0:463Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS

 

4 REPLIES
Sharer

Re: Losing connection several times a day

Similar thing going on in the 29501 zip code. Not just me, neighbors getting it too. Every night for about a week, and been multiple times a day the last couple days. Each time I get it back online and check the signal levels, the upstream power levels have been progressively increasing. What used to be 39/40 before has crept up to 47/48 now (getting over 51 triggers a reboot).

In the past it has been a bad cabling/connector issue outside my premises, or one of their devices upstream... yet they always wanted to blame either my modem or my dedicated RG6 line (don't recieve tv broadcast, so no splitters in play). The last run of this crud revealed their distribution amp in the big green box was on its last leg... the tech could not find a cleaner port for us (3 unused). Wondering if they ever replaced it at this point...

As a general rule of thumb, check your wiring and connectors as best you can along the route back to their box outside. Make sure they are clean and slightly better than finger tight . No signs of frayed shielding or corrosion... if any moisture gets in there it can wreak havoc.

Something else to verify as well. Make sure the cables are run in a continuous line as best as possible (no excess cable rolled up into a thick coil... if there is that much excess, use a shorter cable), and there are no bad crimps and no potential RF generating devices near the cables (fluorescent lights, fans, microwaves, unshielded speakers, etc.).

It may seem like overkill, but if you have easy access to the grounding block cable junction outside, take a close look at the ground wire connection... might be a bit corroded as well and need some cleaning up. It is something that gets overlooked sometimes. It isn't JUST about the regulations for the whole atmospheric dangers, it also doubles as a sort of backup for ingress protection. If your neighborhood is marginal on signal quality, it won't take much ingress to knock you out of spec... which means everything needs to be grounded well so the shielding actual does it's job properly.
Highlighted
Expert

Re: Losing connection several times a day

See if you can grab the levels when the u/d lights are either green or flashing.

 Looks like a coaxial issue somewhere, maybe a mile away.

. Good luck getting them to troubleshoot and repair it.

 

Rookie

Re: Losing connection several times a day

Thanks for the responses. 

 

Is it possible that I am getting cell phone interference on the 621 MHz channel?

 

I have a Verizon cell phone repeater (700-800 MHZ) and my neighbor has a Tmobile repeater (600-700 Mhz).

 

Expert

Re: Losing connection several times a day

4^ cell starts at 699mHz, bel;ow that it's broadcast TV with some 5G cellular thrown in down to 610 mHz which will  be replacing tv by 2019, and then all the tv will be below 610 mHz with 5g up to 699, and 4G and cellular up to 900