Observer

SB6183 - Intermittent outage

Information posted below. It's worth noting that I checked with my neighbors who have Spectrum also, and they mentioned similar problem, had tech visit and did not solve after replacing modem/router. I have a tech visit scheduled. I'm an engineer by trade, so I'm willing to try any troubleshooting, or gather anymore information that may be useful. Thanks for input. 

 

  1. Location: Cincinnati, OH. Single Family Home. 
  2. Services: Internet Only
  3. Modem: Arris SB6183
  4. Router: Asus RT-N66U
  5. Modem Firmware: 
    Software VersionD30CM-OSPREY-1.5.2.3-GA-01-NOSH
  6. Modem is online in my account.
  7. Purchased speed: 100/10
  8. Symptoms: Randomly drops internet connection. Usually only 1-5minutes of outage. This happens to all connections, whether hardwired LAN or Wireless, PC will show 'No Internet Access', other devices state similar situation.
  9. SEE NEXT POST. 
  10. Description wiring: Direct buried connection to premises, gel filled 14AWG. 1 coupling connection at cable terminal to 18AWG PPC PerfectFlex 6 cable, direct to SB6183 Modem. 
  11. Description of ethernet network: Modem Cat6 to Asus RT-n66u Router, Router Cat6 to 24port Gigabit switch. 
  12. This is a new construction home, and my service has been rock solid for over 4 years. This problem surfaced about 3-4 weeks ago. There is construction occuring in the lot behind mine, but it has been ongoing to over 1 year with no problems. However, construction is occuring near my home, including replacing utility poles. 
  13. N/A
  14. Problem occurence: Intermittent, 5-10 times per day. Internet drops, suspecting modem reboots. 
  15. N/A
9 REPLIES
Observer

Re: SB6183 - Intermittent outage

Status
Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel Locked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+
DOCSIS Network Access EnabledAllowed 

 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1LockedQAM25622705000000 Hz-3.2 dBmV44.1 dB52135
2Lockedunknown9627000000 Hz-39.5 dBmV0.0 dB00
3Lockedunknown10633000000 Hz-30.5 dBmV0.0 dB00
4Lockedunknown11639000000 Hz-25.3 dBmV0.0 dB00
5LockedQAM25612645000000 Hz-14.2 dBmV35.5 dB160215
6LockedQAM25613651000000 Hz-7.9 dBmV40.8 dB122229
7LockedQAM25614657000000 Hz-5.7 dBmV42.8 dB146394
8LockedQAM25615663000000 Hz-5.0 dBmV43.2 dB162290
9LockedQAM25618681000000 Hz-4.4 dBmV43.5 dB107303
10LockedQAM25621699000000 Hz-3.6 dBmV44.1 dB8476
11LockedQAM25625723000000 Hz-2.4 dBmV44.0 dB61133
12LockedQAM25627735000000 Hz-2.7 dBmV43.8 dB10142
13LockedQAM25629747000000 Hz-2.5 dBmV43.8 dB4860
14LockedQAM25630753000000 Hz-2.4 dBmV43.3 dB6836
15LockedQAM25631759000000 Hz-2.7 dBmV44.2 dB3232
16LockedQAM25632765000000 Hz-3.1 dBmV44.1 dB3524

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA285120 Ksym/sec37000000 Hz36.8 dBmV
2LockedTDMA252560 Ksym/sec19400000 Hz34.3 dBmV
3LockedATDMA265120 Ksym/sec24200000 Hz34.8 dBmV
4LockedATDMA275120 Ksym/sec30600000 Hz35.8 dBmV

 

Event Log
Time Priority Description
Mon Nov 27 10:08:16 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Mon Nov 27 09:50:01 2017Notice (6)TLV-11 - unrecognized OID;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Mon Nov 27 09:50:00 2017Error (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Mon Nov 27 09:50:00 2017Error (4)Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Time Not EstablishedNotice (6)Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
Mon Nov 27 09:49:06 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Mon Nov 27 09:48:34 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Mon Nov 27 09:34:00 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Mon Nov 27 09:33:28 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Mon Nov 27 09:15:20 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Mon Nov 27 09:14:47 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Sun Nov 26 20:34:49 2017Critical (3)No Ranging Response received - T3 time-out
Sun Nov 26 20:34:25 2017Critical (3)No Ranging Response received - T3 time-out
Sun Nov 26 20:33:23 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Sun Nov 26 20:32:50 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Sun Nov 26 20:01:41 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Sun Nov 26 20:01:09 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Sun Nov 26 19:50:44 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Sun Nov 26 19:50:11 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Time Not EstablishedCritical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.0;CM-VER=3.0;
Sun Nov 26 19:28:35 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Sun Nov 26 19:28:02 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Sun Nov 26 18:48:16 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Sun Nov 26 18:47:44 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Sun Nov 26 18:15:41 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Sun Nov 26 18:15:09 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Sun Nov 26 12:01:57 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Sun Nov 26 12:01:30 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Sun Nov 26 09:41:04 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Sun Nov 26 09:40:31 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Sun Nov 26 09:28:48 2017Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Sun Nov 26 09:28:48 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Sun Nov 26 09:27:30 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Sun Nov 26 09:26:57 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Sun Nov 26 09:20:20 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Sun Nov 26 09:19:47 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Sun Nov 26 06:28:56 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Sun Nov 26 06:28:24 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Established Sharer

Re: SB6183 - Intermittent outage

Downstream power levels are all over the place. Those are some serious line/coax issues.  I bet one of the main lines on the pole or underground got cut or chewed up somehow. Definitely not a modem issue. My bigger question here is how in the world does a tech see these numbers and think it's a bad modem and leave???

Observer

Re: SB6183 - Intermittent outage

Hello, I'm unsure on the steps taken by my neighbor... I only have anecdotal evidence that they had issues and a tech visited them. I do not know the steps my neighbor or the tech took to troubleshoot. 

 

My first tech visit for this issue is scheduled for Wednesday 11/29. Thanks. 

Expert

Re: SB6183 - Intermittent outage

Wet line/ water in splitter/tapoff, not a modem issue.

 

Observer

Re: SB6183 - Intermittent outage

Hello All, 

 

A tech stopped out this morning. He noticed the out of spec channels immediately, and then went to check them at the box on my house. After a short amount of time, he came back in and had informed my he installed a filter on my line (I guess due to digital conversion?)... My service was new installation on a new construction home ~4.5years ago and I didn't have one. 

 

Pic here:

https://photos.app.goo.gl/L6DAsfI15m8A5SPm1

 

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1LockedQAM25622705000000 Hz-2.2 dBmV38.5 dB00
2LockedQAM2569627000000 Hz-1.7 dBmV39.2 dB00
3LockedQAM25610633000000 Hz-1.7 dBmV39.2 dB00
4LockedQAM25611639000000 Hz-2.0 dBmV38.9 dB00
5LockedQAM25612645000000 Hz-1.8 dBmV39.1 dB00
6LockedQAM25613651000000 Hz-1.8 dBmV39.1 dB00
7LockedQAM25621699000000 Hz-2.5 dBmV38.3 dB00
8LockedQAM25624717000000 Hz-1.6 dBmV38.8 dB00
9LockedQAM25625723000000 Hz-1.5 dBmV38.8 dB00
10LockedQAM25626729000000 Hz-1.7 dBmV38.8 dB00
11LockedQAM25627735000000 Hz-1.8 dBmV38.7 dB00
12LockedQAM25628741000000 Hz-1.7 dBmV38.6 dB00
13LockedQAM25629747000000 Hz-1.6 dBmV38.8 dB00
14LockedQAM25630753000000 Hz-1.5 dBmV39.1 dB00
15LockedQAM25631759000000 Hz-1.5 dBmV38.7 dB00
16LockedQAM25632765000000 Hz-1.9 dBmV39.1 dB00

 

So, filter installed. All channels in spec, and speeds as quoted. 

Expert

Re: SB6183 - Intermittent outage

That's not a filter, it's a NEC required grounding block which bonds the coax shield to the houses electrical system... It would not affect levels other than s/n might change a little but it will afect modem operation and help protect against electrical spikes from destroying the modem and ethernet connected devices.

 I will guess there was a loose or corroded connection that was allowing in noise ingress.

 

Observer

Re: SB6183 - Intermittent outage

He had a barrel coupler in has hand, looked large and was plain like stainless steel. Wonder if he installed it on the tap near the street?

 

Regardless, I'm have MASSIVE t3 timeouts and dropped internet again which is rather frustrating. 

 

Event Log

The table below contains the log of events that the SB6183 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

 
Time Priority Description
Fri Dec 01 13:59:24 2017Notice (6)TLV-11 - unrecognized OID;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 01 13:59:23 2017Error (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 01 13:59:23 2017Error (4)Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Time Not EstablishedNotice (6)Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
Fri Dec 01 13:58:28 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 01 13:57:55 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 01 13:23:05 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 01 13:22:32 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 01 13:03:28 2017Critical (3)16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 01 13:03:28 2017Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 01 13:03:28 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 01 13:03:26 2017Critical (3)16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 01 13:03:26 2017Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 01 13:03:26 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 01 12:36:20 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 01 12:35:48 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 01 12:27:28 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 01 12:26:55 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 01 12:06:55 2017Critical (3)16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=6c:ca:08:73:34:a0;CMTS-MAC=00:01:5c:78:80:55;CM-QOS=1.1;CM-VER=3.0;
Established Sharer

Re: SB6183 - Intermittent outage

Call Spectrum back and tell them your internet signal problem is not fixed, so send out the same tech again.   Print a copy of the event log above and hand it to him so he can see what the modem is logging now.  NOTE:  When the call desk resets your modem they also erase the event and signal report logs; then your tech is flying blind!

 

FWIW, I'll bet that to restore the levels on the three missing DS channels 9, 10, & 11 on the first trip he took a defective filter OUT of your drop line.  There is no filter visible in the photo of your junction box.

Highlighted
Observer

Re: SB6183 - Intermittent outage

Got a copy of the logs. They're putting another work order in and of course can't gaurantee the same tech is coming. 

 

From the sounds of the forums, and reading online... if the "signals check out" they can't do much? The massive log of errors seems to not be solved by a standard tech visit. So, how can I escalate this to maintenance?