Observer

Problems staying connected.

Hello i've been experiencing this problem where my wireless devices keep knocking my internet connection offline. It's almost impossible for me to actually browse the web on my laptop and use the internet on another device at the same time.

 

if i try to watch tv stream netflix/hbogo/directvnow on my tv, my internet connection on my laptop goes out. If i play a song on my cellphone via apple music, my internet connection will go out on the laptop or tv. 

 

This has been going on for a while now, i can't figure out why. I had U-verse prior to this with 18mpbs and had no problems with my devices knocking he internet offline.

 

I was thinking it was Norton that was the culprit and got rid  of that, but it's still happening. I may have about 10 or so devices that connect to the internet and no matter which one i use, after a few mins of use my connection goes down. All devices are connected to 5ghz except 2 that are not 5ghz compatible. A reboot of the modem will have all things working for a few hours, but after that i start having problems again. Any help with this would be appreciated.

 

I have internet only 100/10 package

in Grand Prairie, Tx 75052

 

 

Downstream

 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 19723.00 MHz9.90 dBmV40.95 dB256QAM62669230500
Downstream 217771.00 MHz9.70 dBmV40.95 dB256QAM253040516110
Downstream 318777.00 MHz9.80 dBmV40.95 dB256QAM243293306150
Downstream 419783.00 MHz9.50 dBmV40.95 dB256QAM284359671110
Downstream 520789.00 MHz9.40 dBmV40.37 dB256QAM292935260130
Downstream 621795.00 MHz9.30 dBmV40.95 dB256QAM277564267170
Downstream 722801.00 MHz9.20 dBmV40.95 dB256QAM28273155000
Downstream 823807.00 MHz9.00 dBmV40.95 dB256QAM29397269500
Downstream 924813.00 MHz8.80 dBmV40.37 dB256QAM27922136300
Downstream 1025819.00 MHz8.70 dBmV40.95 dB256QAM31938250200
Downstream 1127831.00 MHz8.50 dBmV40.95 dB256QAM50461474100
Downstream 1228837.00 MHz8.20 dBmV40.37 dB256QAM47087565200
Downstream 1329843.00 MHz8.20 dBmV40.37 dB256QAM53245127100
Downstream 1430849.00 MHz8.10 dBmV40.95 dB256QAM509304878290
Downstream 1531855.00 MHz7.90 dBmV40.95 dB256QAM522974445180
Downstream 1632861.00 MHz7.90 dBmV40.37 dB256QAM392562115150
Reset FEC Counters

Upstream

 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 1224.20 MHz45.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 2437.00 MHz46.50 dBmVDOCSIS2.0 (ATDMA)2560 kSym/s16QAM
Upstream 3330.60 MHz46.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 4119.40 MHz45.00 dBmVDOCSIS1.x (TDMA)2560 kSym/s16QAM

 

 

7 REPLIES
Observer

Re: Problems staying connected.

also forgot to mention, that for the past hr or so i've been experimenting with putting the apple tv and fire stick on the 2ghz connection and keeping my laptop on the 5ghz connection and i haven't experienced a disconnection yet. So assuming this works for the time being, is it safe to say that one of these devices is just a data hog? and that's why they keep knocking the internet offline when i try to use them at the same time?

Expert

Re: Problems staying connected.

sounds like your router is improperly set up for a start...

DHCP lease must be a day not an hour.

Turn off the wireless ch scanning, lock it to a channel

 

Need to see the log entries, don't reset it

 

Highlighted
Observer

Re: Problems staying connected.

I forgot to mention i have the Arris TG 1672.

I changed the DHCP lease back in december when i first got TWC and i don't think i ever found the option to turn off wireless channel scanning, unless you mean locking 2ghz to 1 6 or 11, then yeah i have it locked to 6. but the 5ghz is on auto.

 

Not exactly sure which logs to post

 

DOCSIS(CM) Events

 

Date TimeEvent IDEvent LevelDescription
3/5/2017 14:37820002003No Ranging Response received - T3 time-out;CM-MAC=90:1a:ca:09:6e:42;CMTS-MAC=00:01:5c:74:72:46;CM-QOS=1.1;CM-VER=3.0;
3/6/2017 3:12840007005RCS Partial Service;CM-MAC=90:1a:ca:09:6e:42;CMTS-MAC=00:01:5c:74:72:46;CM-QOS=1.1;CM-VER=3.0;
3/7/2017 11:14820002003No Ranging Response received - T3 time-out;CM-MAC=90:1a:ca:09:6e:42;CMTS-MAC=00:01:5c:74:72:46;CM-QOS=1.1;CM-VER=3.0;
3/13/2017 9:06840007005RCS Partial Service;CM-MAC=90:1a:ca:09:6e:42;CMTS-MAC=00:01:5c:74:72:46;CM-QOS=1.1;CM-VER=3.0;
3/13/2017 15:46820002003No Ranging Response received - T3 time-out;CM-MAC=90:1a:ca:09:6e:42;CMTS-MAC=00:01:5c:74:72:46;CM-QOS=1.1;CM-VER=3.0;
3/15/2017 5:29680106006DHCP Renew - lease parameters time server-72.183.77.13;tftp file-?BEWGlxSQGsoJbkIK6E7u@CuhO7kKKk5foq3NpQQCU656CO6fH6+Ht modified;CM-MAC=90:1a:ca:09:6e:42;CMTS-MAC=00:01:5c:74:72:46;CM-QOS=1.1;CM-VER=3.0;
3/15/2017 20:05820002003No Ranging Response received - T3 time-out;CM-MAC=90:1a:ca:09:6e:42;CMTS-MAC=00:01:5c:74:72:46;CM-QOS=1.1;CM-VER=3.0;
3/19/2017 0:43840007005RCS Partial Service;CM-MAC=90:1a:ca:09:6e:42;CMTS-MAC=00:01:5c:74:72:46;CM-QOS=1.1;CM-VER=3.0;
3/19/2017 0:43840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=90:1a:ca:09:6e:42;CMTS-MAC=00:01:5c:74:72:46;CM-QOS=1.1;CM-VER=3.0;
3/19/2017 0:43840007005RCS Partial Service;CM-MAC=90:1a:ca:09:6e:42;CMTS-MAC=00:01:5c:74:72:46;CM-QOS=1.1;CM-VER=3.0;
3/19/2017 0:43840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=90:1a:ca:09:6e:42;CMTS-MAC=00:01:5c:74:72:46;CM-QOS=1.1;CM-VER=3.0;
3/19/2017 0:43840202005Lost MDD Timeout;CM-MAC=90:1a:ca:09:6e:42;CMTS-MAC=00:01:5c:74:72:46;CM-QOS=1.1;CM-VER=3.0;
3/19/2017 0:43840007005RCS Partial Service;CM-MAC=90:1a:ca:09:6e:42;CMTS-MAC=00:01:5c:74:72:46;CM-QOS=1.1;CM-VER=3.0;
3/19/2017 0:43820002003No Ranging Response received - T3 time-out;CM-MAC=90:1a:ca:09:6e:42;CMTS-MAC=00:01:5c:74:72:46;CM-QOS=1.1;CM-VER=3.0;
3/19/2017 0:43840007005RCS Partial Service;CM-MAC=90:1a:ca:09:6e:42;CMTS-MAC=00:01:5c:74:72:46;CM-QOS=1.1;CM-VER=3.0;
3/19/2017 3:08820002003No Ranging Response received - T3 time-out;CM-MAC=90:1a:ca:09:6e:42;CMTS-MAC=00:01:5c:74:72:46;CM-QOS=1.1;CM-VER=3.0;
3/22/2017 5:46680106006DHCP Renew - lease parameters time server-72.183.77.53;tftp file-?BEWGlxSQGsoJbkIK6E7u@CuhO7npxLDCryZ7JLg7OZ+x0WbpJsP6v modified;CM-MAC=90:1a:ca:09:6e:42;CMTS-MAC=00:01:5c:74:72:46;CM-QOS=1.1;CM-VER=3.0;
3/22/2017 14:44820002003No Ranging Response received - T3 time-out;CM-MAC=90:1a:ca:09:6e:42;CMTS-MAC=00:01:5c:74:72:46;CM-QOS=1.1;CM-VER=3.0;
3/23/2017 15:03840007005RCS Partial Service;CM-MAC=90:1a:ca:09:6e:42;CMTS-MAC=00:01:5c:74:72:46;CM-QOS=1.1;CM-VER=3.0;
3/23/2017 21:47820002003No Ranging Response received - T3 time-out;CM-MAC=90:1a:ca:09:6e:42;CMTS-MAC=00:01:5c:74:72:46;CM-QOS=1.1;CM-VER=3.0;

 

 

2017-03-25 22:40:05.00 [UNPRIV UDP packet: ]UDP Packet - Source:199.115.114.201,35254 Destination:97.99.141.213,53413
2017-03-25 22:41:00.00 [UNPRIV UDP packet: ]UDP Packet - Source:180.97.161.225,53 Destination:97.99.141.213,19867
2017-03-25 22:41:11.00 [UNPRIV TCP packet: ]TCP Packet - Source:91.197.234.22,42476 Destination:97.99.141.213,2016
2017-03-25 22:41:30.00 [UNPRIV UDP packet: ]UDP Packet - Source:180.97.161.227,53 Destination:97.99.141.213,19867
2017-03-25 22:41:37.00 [UNPRIV UDP packet: ]UDP Packet - Source:218.60.112.227,53 Destination:97.99.141.213,19867
2017-03-25 22:41:51.00 [PRIV TCP packet: ]TCP Packet - Source:123.22.142.212,36880 Destination:97.99.141.213,23
2017-03-25 22:42:10.00 [PRIV UDP packet: ]UDP Packet - Source:182.92.223.10,24580 Destination:97.99.141.213,53
2017-03-25 22:44:09.00 [UNPRIV TCP packet: ]TCP Packet - Source:91.197.234.22,42476 Destination:97.99.141.213,65535
2017-03-25 22:45:29.00 [UNPRIV TCP packet: ]TCP Packet - Source:190.147.166.150,12821 Destination:97.99.141.213,5358
2017-03-25 22:45:31.00 [UNPRIV TCP packet: ]TCP Packet - Source:61.60.206.45,20568 Destination:97.99.141.213,5358
2017-03-25 22:45:54.00 [PRIV TCP packet: ]TCP Packet - Source:91.197.235.10,42263 Destination:97.99.141.213,789
2017-03-25 22:46:22.00 [PRIV TCP packet: ]TCP Packet - Source:115.132.50.133,36045 Destination:97.99.141.213,23
2017-03-25 22:47:40.00 [UNPRIV UDP packet: ]UDP Packet - Source:180.97.161.224,53 Destination:97.99.141.213,19867
2017-03-25 22:48:40.00 [PRIV TCP packet: ]TCP Packet - Source:220.132.84.120,26374 Destination:97.99.141.213,23
2017-03-25 22:48:53.00 [PRIV TCP packet: ]TCP Packet - Source:179.192.48.35,21771 Destination:97.99.141.213,23
2017-03-25 22:49:27.00 [PRIV TCP packet: ]TCP Packet - Source:112.229.132.50,12482 Destination:97.99.141.213,23
2017-03-25 22:50:41.00 [UNPRIV TCP packet: ]TCP Packet - Source:180.111.96.159,8596 Destination:97.99.141.213,8080
2017-03-25 22:50:56.00 [PRIV TCP packet: ]TCP Packet - Source:139.162.104.208,59447 Destination:97.99.141.213,21
2017-03-25 22:51:08.00 [PRIV TCP packet: ]TCP Packet - Source:91.144.208.180,36373 Destination:97.99.141.213,23
2017-03-25 22:51:17.00 [UNPRIV TCP packet: ]TCP Packet - Source:37.57.218.123,34308 Destination:97.99.141.213,5358
2017-03-25 22:52:01.00 [UNPRIV UDP packet: ]UDP Packet - Source:51.15.140.243,5092 Destination:97.99.141.213,5060
2017-03-25 22:52:32.00 [PRIV TCP packet: ]TCP Packet - Source:190.175.44.195,22436 Destination:97.99.141.213,23
2017-03-25 22:53:34.00 [UNPRIV TCP packet: ]TCP Packet - Source:41.38.30.191,60397 Destination:97.99.141.213,2323
2017-03-25 22:53:46.00 [UNPRIV TCP packet: ]TCP Packet - Source:123.249.79.13,14265 Destination:97.99.141.213,3306
2017-03-25 22:54:48.00 [UNPRIV TCP packet: ]TCP Packet - Source:80.82.65.66,41131 Destination:97.99.141.213,18989
2017-03-25 22:54:52.00 [UNPRIV TCP packet: ]TCP Packet - Source:80.82.65.66,41131 Destination:97.99.141.213,18989
2017-03-25 22:55:40.00 [UNPRIV TCP packet: ]TCP Packet - Source:195.154.182.232,198 Destination:97.99.141.213,50804
2017-03-25 22:56:00.00 [PRIV TCP packet: ]TCP Packet - Source:152.171.222.201,42350 Destination:97.99.141.213,23
2017-03-25 22:56:40.00 [PRIV TCP packet: ]TCP Packet - Source:139.162.113.212,49935 Destination:97.99.141.213,25
2017-03-25 22:57:03.00 [PRIV TCP packet: ]TCP Packet - Source:116.252.159.39,6734 Destination:97.99.141.213,23

 

In the process of trying to find logs to post i see the sys log, i've spent last 20 mins googling all these source ips and they are mostly overseas, is someone trying to hack me? or are they actually hacking me? lol Some of these ips are popping up on "abuse ip" websites.

 

 

Also i was looking in another thread and you were saying Firefox is driving your antivirus crazy, Firefox has been the main source of my disconnection this week. Just trying to make this thread and use google search i've been disconnected 5 times in the last 30 mins. Disconnection is minimal when using Chrome.

 

 

Here's a trace route just because i see some ppl ask for it in another threads.

 

traceroute to google.com (216.58.194.110), 30 hops max, 38 byte packets
 1  142.254.130.121 (142.254.130.121)  20.000 ms  10.000 ms  0.000 ms
 2  tge0-0-0.grpttxkd02h.texas.rr.com (24.28.88.41)  20.000 ms  30.000 ms  10.000 ms
 3  agg24.artntxaf02r.texas.rr.com (24.175.50.59)  0.000 ms  20.000 ms  20.000 ms
 4  agg23.dllbtxlb02r.texas.rr.com (24.175.36.232)  10.000 ms  10.000 ms  10.000 ms
 5  agg21.hstqtxl301r.texas.rr.com (24.175.49.8)  30.000 ms  10.000 ms  20.000 ms
 6  bu-ether16.hstqtx0209w-bcr00.tbone.rr.com (66.109.6.108)  20.000 ms  30.000 ms  30.000 ms
 7  bu-ether12.dllstx976iw-bcr00.tbone.rr.com (66.109.6.39)  20.000 ms  20.000 ms  20.000 ms
 8  207.86.208.49 (207.86.208.49)  0.000 ms  0.000 ms  30.000 ms
 9  207.86.208.62 (207.86.208.62)  20.000 ms  0.000 ms  40.000 ms
10  108.170.240.65 (108.170.240.65)  20.000 ms  50.000 ms  108.170.240.1 (108.170.240.1)  40.000 ms
11  209.85.241.177 (209.85.241.177)  20.000 ms  209.85.241.179 (209.85.241.179)  30.000 ms  209.85.241.177 (209.85.241.177)  20.000 ms
12  dfw06s48-in-f110.1e100.net (216.58.194.110)  0.000 ms  10.000 ms  0.000 ms
Trace complete.

 

thank you for responding Mrsraye.

 

Expert

Re: Problems staying connected.

 RCS Partial Service

Big problem- some sort of ingress trashing one or more DS channels, something is corroded or loose.

post the signal page again, does one ch have a lot of correcteds?

If it's the first one, that's a problem...

 

 

Observer

Re: Problems staying connected.

 Downstream
    DCID     Freq     Power     SNR     Modulation     Octets     Correcteds     Uncorrectables
Downstream 1    9    723.00 MHz    8.70 dBmV    40.95 dB    256QAM    909112781    0    0
Downstream 2    10    729.00 MHz    8.50 dBmV    40.95 dB    256QAM    429370495    0    0
Downstream 3    11    735.00 MHz    8.60 dBmV    44.63 dB    256QAM    438080297    0    0
Downstream 4    12    741.00 MHz    9.00 dBmV    40.95 dB    256QAM    440138846    20    0
Downstream 5    13    747.00 MHz    8.90 dBmV    40.37 dB    256QAM    466126036    20    0
Downstream 6    14    753.00 MHz    9.10 dBmV    40.95 dB    256QAM    437602179    8    0
Downstream 7    15    759.00 MHz    8.90 dBmV    40.37 dB    256QAM    469547144    23    0
Downstream 8    16    765.00 MHz    9.20 dBmV    43.38 dB    256QAM    475314620    10    0
Downstream 9    18    777.00 MHz    9.10 dBmV    40.95 dB    256QAM    455661389    10    0
Downstream 10    19    783.00 MHz    8.90 dBmV    40.95 dB    256QAM    584011246    17    0
Downstream 11    20    789.00 MHz    8.80 dBmV    40.37 dB    256QAM    605784949    12    0
Downstream 12    21    795.00 MHz    8.70 dBmV    40.95 dB    256QAM    525660965    13    0
Downstream 13    22    801.00 MHz    8.60 dBmV    40.37 dB    256QAM    522235728    31    0
Downstream 14    23    807.00 MHz    8.40 dBmV    40.95 dB    256QAM    550776849    0    0
Downstream 15    24    813.00 MHz    8.20 dBmV    40.95 dB    256QAM    533031913    9    0
Downstream 16    26    825.00 MHz    8.10 dBmV    40.37 dB    256QAM    841811087    1    0
Reset FEC Counters
Upstream
    UCID     Freq     Power     Channel Type     Symbol Rate     Modulation
Upstream 1    2    24.20 MHz    45.75 dBmV    DOCSIS2.0 (ATDMA)    5120 kSym/s    64QAM
Upstream 2    4    37.00 MHz    46.75 dBmV    DOCSIS2.0 (ATDMA)    2560 kSym/s    16QAM
Upstream 3    3    30.60 MHz    46.25 dBmV    DOCSIS2.0 (ATDMA)    5120 kSym/s    64QAM
Upstream 4    1    19.40 MHz    45.25 dBmV    DOCSIS1.x (TDMA)    2560 kSym/s    16QAM

Expert

Re: Problems staying connected.

Some sort of coaxial issue, You now have  a whole different channel lineup and 735-765 have a better  s/ns than all the rest. I suspect a twc issue out on the street before it hits fiber, the fiber hybrid converter,  or at the head end.

The phone support and most house techs aren't going to find or fix this, it probably needs the bucket truck guys to look at levels/ errors on the streets.

 you're going to need a tech out again... maybe he'll see something and escalate it to them.

This is also probably 4GLTE related, either your devices or neighborhood mini cell sites out on poles

Lead Moderator

Re: Problems staying connected.

Another question which may shed some light. Is the laptop the only device 

being knocked offline or when this happens all of your devices fail? 

 

Does this happen if the laptop is hardwired? 

 

If the laptop is not connected and you connect the rest of your devices do 

any of them drop the connection? 

 

The partial service fallback is an issue. I would also like to take a look 

at a few things. If you will contact us directly at Forums_Help

 

Regards,
Julia R.
Spectrum-Social Media Customer Care
Lead Moderator-Community Forums