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Re: Modem reboots several times in the AM, especially weekdays

I went to a TWC store yesterday and picked up a new modem to start leasing.

It's the Ubee DDW36C

I installed it this morning.  Had some issues getting it to play nice with my router.  Ended up taking my router out of the picture and configure this one up just like the old setup (with wifi name and whatnot.

 

Here is the connection info:

 

Startup ProcedureProcedureStatusComment

Acquire Downstream Channel555000000 HzLocked
Connectivity StateOKOperational
Boot State  
Configuration FileOK 
SecurityEnabledBPI+

 

Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables

1 QAM256 555000000 Hz1.9 dBmV39.8 dB80159
2 QAM256 561000000 Hz1.9 dBmV40.0 dB125138
3 QAM256 567000000 Hz1.9 dBmV39.8 dB95206
4 QAM256 573000000 Hz1.3 dBmV39.7 dB60112
5 QAM256 579000000 Hz2.0 dBmV39.7 dB98127
6 QAM256 585000000 Hz0.7 dBmV39.4 dB108221
7 QAM256 591000000 Hz1.4 dBmV38.6 dB165253
8 QAM256 597000000 Hz0.9 dBmV39.1 dB216180
9 QAM256 603000000 Hz0.5 dBmV39.1 dB330194
10 QAM256 609000000 Hz0.2 dBmV38.8 dB55473
11 QAM256 615000000 Hz0.2 dBmV38.8 dB751161
12 QAM256 621000000 Hz0.4 dBmV39.0 dB62692
13 QAM256 627000000 Hz0.3 dBmV38.9 dB686120
14 QAM256 633000000 Hz1.6 dBmV39.3 dB756162
15 QAM256 639000000 Hz1.3 dBmV39.1 dB630159
16 QAM256 645000000 Hz2.0 dBmV39.3 dB815132

 

Total Correctables Total Uncorrectables

60952489

 

Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power

1 ATDMA 5120 Ksym/sec30600000 Hz43.0 dBmV
2 ATDMA 5120 Ksym/sec24200000 Hz42.0 dBmV
3 TDMA 2560 Ksym/sec19400000 Hz40.8 dBmV
4 ATDMA 2560 Ksym/sec37000000 Hz42.5 dBmV

 

Now what's interesting is while the phone tech was bringing the new modem online, it rebooted itself!  Just like what my Arris does.  Based on that, the tech opted to schedule an appointment for a field tech.  He/she will be here tomorrow at 1PM EST.

 

The phone tech was in the middle of putting their modem into bridge mode, so I could use it with my router and not have double NAT.

 

I hope to get some solid results tomorrow from the field tech (wonder if it'll be the same guy?)

 

I don't have a good way to monitor WAN disconnects like I did with my router.  I guess I'll just go by "system uptime"

 

Information

Standard Specification CompliantDOCSIS 3.0
Hardware Version3.22.1
Software Version8.22.2121
Cable Modem MAC Address30:f7:72:97:48:8c
  
CM certificateInstalled

Status

System Up Time0 days 08h:06m:02s
Network AccessAllowed
Cable Modem IP Address---.---.---.---
Expert

Re: Modem reboots several times in the AM, especially weekdays

your modem was showing ingress from TV ch's 34-35...

Repost the new modems levels in a couple hours, let's see if correcteds go up on some channels, if so, the issue is either at the grounding block, pole tapoff or somewhere down the street.

These techs are just plain ignorant of the fact that QAM is way more critical than the old analog tv was and since broadcast tv is now digital, any of it leaking in looks like noise to the modem  and it corrupts data sometimes without lowering the s/n.

 They don't even make the same measurements, Cable used to usa a C/N (carrier to noise)  measurement, the QAM s/n is actually a BER conversion and not directly measureable.

 BTW, what's your zip? let's see what www.tvfool.com shows for your area in transmitters...

 

Browser

Re: Modem reboots several times in the AM, especially weekdays

Here are the current signal levels.  No reboots in the 21 hours of uptime it has:

 

Startup ProcedureProcedureStatusComment

Acquire Downstream Channel555000000 HzLocked
Connectivity StateOKOperational
Boot State  
Configuration FileOK 
SecurityEnabledBPI+

 

Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables

1 QAM256 555000000 Hz5.5 dBmV34.7 dB55246361
2 QAM256 561000000 Hz5.4 dBmV34.9 dB48759291
3 QAM256 567000000 Hz5.4 dBmV34.6 dB120050357
4 QAM256 573000000 Hz4.8 dBmV34.3 dB214618248
5 QAM256 579000000 Hz5.4 dBmV34.1 dB400043348
6 QAM256 585000000 Hz4.1 dBmV33.8 dB752125344
7 QAM256 591000000 Hz4.6 dBmV33.6 dB1223386390
8 QAM256 597000000 Hz4.2 dBmV33.2 dB2501535298
9 QAM256 603000000 Hz3.7 dBmV33.1 dB3378341271
10 QAM256 609000000 Hz3.4 dBmV32.8 dB6116956156
11 QAM256 615000000 Hz3.3 dBmV32.6 dB8302785280
12 QAM256 621000000 Hz3.1 dBmV32.7 dB7950229250
13 QAM256 627000000 Hz3.0 dBmV32.7 dB8524100274
14 QAM256 633000000 Hz4.3 dBmV32.9 dB8201250328
15 QAM256 639000000 Hz4.0 dBmV33.0 dB7349466332
16 QAM256 645000000 Hz5.1 dBmV33.1 dB8107231222

 

Total Correctables Total Uncorrectables

632461204750

 

Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power

1 ATDMA 5120 Ksym/sec24200000 Hz40.0 dBmV
2 ATDMA 5120 Ksym/sec30600000 Hz41.5 dBmV
3 TDMA 2560 Ksym/sec19400000 Hz39.3 dBmV
4 ATDMA 2560 Ksym/sec37000000 Hz40.3 dBmV

 

Current System Time: Mon Oct 31 08:28:35 2016

Expert

Re: Modem reboots several times in the AM, especially weekdays

you have horrible ingress issues and need twc out. There is a bad amplifier somewhere

your s/n is at the bottom right now and correctables are horrible as well

 

Browser

Re: Modem reboots several times in the AM, especially weekdays

Oh wow, ok.  I do have a tech coming back out today at 1PM EST.

 

I live in the Rocky Meadows subdivision.  This is the main street close to me:

 

 

 <Removed for security>

 

Which section of that TVfool website?  have to download the config into Google Earth?

Sharer

Re: Modem reboots several times in the AM, especially weekdays

Yeah, I wouldn't let the tech leave until the error count stops for a while or until you have proof that it is escalated and a date/time that it will be fixed and if it isn't a person's name and number (no automated/service desk garbage).  Get his name too.  Write it all down in front of him with date/time stamps.  Keep a log of every single conversation/action.

 

 

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Moderator

Re: Modem reboots several times in the AM, especially weekdays

I edited your post for security purposes @Chizep . 

We encourage you to contact us at: TWC_ForumsHelp directly to look into this further. Please provide your Account Number, full service address as well as any further information that may help us work towards a resolution.


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Stephanie S.
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Browser

Re: Modem reboots several times in the AM, especially weekdays

Finally found the source of the ingress!  The new field tech figured it out!

 

The box on the corner of my property, which connects to another box in my neighbors yard across the street.  That line is bad!  He will schedule to get it repaired (I'm guessing trench a new cable under the road, narrow residential street.) 

 

The cable in my yard, through the house to my modem is all fine!

 

I think the Ubee box is a little more resilient to the noise.  I'm not seeing any reboots but seems like there may have been a blip at some point this afternoon.

 

i will probably continue to use the Ubee for the forseeable future.  This one has 16 downstream bonded channels and wireless AC (my Asus router is wireless N)

 

I also got them to bump me up to the turbo tier for the same price I'm paying now, with modem rental fee bundled in.  So now I'm seeing 117 Mbit down/12 up! 

 

Here is my current connection info:

 

Startup ProcedureProcedureStatusComment

Acquire Downstream Channel639000000 HzLocked
Connectivity StateOKOperational
Boot State  
Configuration FileOK 
SecurityEnabledBPI+

 

Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables

1 QAM256 639000000 Hz2.7 dBmV38.5 dB1500
2 QAM256 561000000 Hz3.0 dBmV39.6 dB40
3 QAM256 567000000 Hz3.0 dBmV39.4 dB90
4 QAM256 573000000 Hz2.5 dBmV39.2 dB30
5 QAM256 579000000 Hz3.2 dBmV39.2 dB60
6 QAM256 585000000 Hz1.9 dBmV38.8 dB130
7 QAM256 591000000 Hz2.6 dBmV38.8 dB210
8 QAM256 597000000 Hz2.2 dBmV38.5 dB640
9 QAM256 603000000 Hz1.8 dBmV38.3 dB810
10 QAM256 609000000 Hz1.5 dBmV38.0 dB1580
11 QAM256 615000000 Hz1.5 dBmV38.0 dB1810
12 QAM256 621000000 Hz1.8 dBmV38.2 dB1390
13 QAM256 627000000 Hz1.7 dBmV38.2 dB2070
14 QAM256 633000000 Hz3.0 dBmV38.5 dB1780
15 QAM256 555000000 Hz3.0 dBmV39.5 dB30
16 QAM256 645000000 Hz3.5 dBmV38.6 dB2200

 

Total Correctables Total Uncorrectables

14370

 

Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power

1 ATDMA 5120 Ksym/sec24200000 Hz41.3 dBmV
2 TDMA 2560 Ksym/sec19400000 Hz39.8 dBmV
3 ATDMA 5120 Ksym/sec30600000 Hz41.3 dBmV
4 ATDMA 2560 Ksym/sec37000000 Hz41.3 dBmV

 

Thanks again everybody for your help.  Especially

Expert

Re: Modem reboots several times in the AM, especially weekdays

Sheeesh.... They might get by with just tightning or replacing the hardline "stingers" or corroded tapoff blocks. It's a job for the bucket truck crew, the inhouse guys aren't allowed to touch the street trunk lines. You're lucky this tech was smart enough to look for the issue and escalate it

 

 Once this is fixed it will improve everyone in your neighborhood especially downstream from the head end

 

Browser

Re: Modem reboots several times in the AM, especially weekdays

The "bucket crew" moves fast around here!

 

All utility lines were marked by Thursday of last week and they trenched a new cable on Friday!

 

Rather than tap off the box with the bad connection in the corner of my yard, they opted to run a completely new line from the "good" box across the street and directly to the side of my house!

 

So this makes 3 different coax cables that have been trenched through my yard over the years.

 

I'm still using their modem/router combo (for now.)

 

Here are my signals:

 

Startup ProcedureProcedureStatusComment

Acquire Downstream Channel639000000 HzLocked
Connectivity StateOKOperational
Boot State  
Configuration FileOK 
SecurityEnabledBPI+

 

Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables

1 QAM256 639000000 Hz6.6 dBmV38.4 dB53330329158
2 QAM256 561000000 Hz6.3 dBmV39.1 dB5118270
3 QAM256 567000000 Hz6.3 dBmV39.0 dB11846180
4 QAM256 573000000 Hz5.8 dBmV38.7 dB20237670
5 QAM256 579000000 Hz6.6 dBmV38.8 dB36397720
6 QAM256 585000000 Hz5.4 dBmV38.4 dB67130030
7 QAM256 591000000 Hz6.1 dBmV38.5 dB99971930
8 QAM256 597000000 Hz5.8 dBmV38.2 dB207930536
9 QAM256 603000000 Hz5.5 dBmV38.1 dB2752040820
10 QAM256 609000000 Hz5.3 dBmV37.8 dB49514790146
11 QAM256 615000000 Hz5.3 dBmV37.8 dB66549418488
12 QAM256 621000000 Hz5.5 dBmV38.0 dB63715254446
13 QAM256 627000000 Hz5.5 dBmV38.0 dB67369321485
14 QAM256 633000000 Hz6.8 dBmV38.4 dB59605149264
15 QAM256 555000000 Hz6.2 dBmV39.0 dB6685870
16 QAM256 645000000 Hz7.4 dBmV38.5 dB61610947262

 

Total Correctables Total Uncorrectables

4947474362275

 

Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power

1 ATDMA 2560 Ksym/sec37000000 Hz40.0 dBmV
2 ATDMA 5120 Ksym/sec24200000 Hz39.3 dBmV
3 ATDMA 5120 Ksym/sec30600000 Hz40.8 dBmV
4 TDMA 2560 Ksym/sec19400000 Hz39.5 dBmV