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TC-W7960 Intermittent connectivity loss - bonded channel frequencies and error log

For the last year, seems to be getting worse since TWC went to Spectrum.  TP-Link TC-W7960, have to unplug the modem about once a week, sometimes more.  Work from home so its very disruptive to my collaboration meetings and work in general.

 

Here is the System Log:
 
TimePriorityDescription
Mon Nov 27 21:28:58 2017Error (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;CM-QOS=1.1;CM-VER=3.0;
Mon Nov 27 21:28:58 2017Error (4)Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;CM-QOS=1.1;CM-VER=3.0;
Time Not EstablishedNotice (6)Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
Time Not EstablishedNotice (6)WiFi Interface [wl1] set to Channel 11 (Side-Band Channel:N/A) - Reason:INIT
Wed Nov 15 21:28:30 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;...
Wed Nov 15 14:24:20 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18...
Wed Nov 15 14:23:47 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;...
Sat Nov 11 14:03:32 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18...
Time Not EstablishedCritical (3)TFTP failed - configuration file NOT FOUND;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;CM-QOS=1.0;CM-VER=3.0;
Thu Nov 09 23:22:03 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;...
Time Not EstablishedCritical (3)TFTP failed - configuration file NOT FOUND;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;CM-QOS=1.0;CM-VER=3.0;
Sat Oct 28 07:33:10 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18...
Time Not EstablishedCritical (3)TFTP failed - configuration file NOT FOUND;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;CM-QOS=1.0;CM-VER=3.0;
Time Not EstablishedCritical (3)TFTP failed - configuration file NOT FOUND;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;CM-QOS=1.0;CM-VER=3.0;
Time Not EstablishedCritical (3)TFTP failed - configuration file NOT FOUND;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;CM-QOS=1.0;CM-VER=3.0;
Sun Oct 08 18:27:08 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;...
Mon Sep 25 19:29:03 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;...
Mon Sep 25 19:29:03 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;...
Sat Sep 23 11:42:12 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;...
Mon Sep 18 23:19:15 2017Critical (3)No Ranging Response received - T3 time-out;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;CM-QOS=1.0;CM-VER=3.0;
Mon Sep 18 23:19:05 2017Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:00:00:00...
Mon Sep 18 23:17:35 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18...
Mon Sep 18 23:17:34 2017Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a...
Mon Sep 18 23:17:31 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18...
Mon Sep 18 23:17:30 2017Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a...
Mon Sep 18 23:17:29 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18...
Mon Sep 18 23:17:29 2017Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a...
Mon Sep 18 23:17:27 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18...
Mon Sep 18 23:17:27 2017Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a...
Mon Sep 18 23:17:14 2017Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a...
Mon Sep 18 23:17:07 2017Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a...
Tue Sep 12 09:31:51 2017Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18...
 
19 REPLIES
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Re: TC-W7960 Intermittent connectivity loss - bonded channel frequencies and error log

Here is the Connection Status:
 
Startup Procedure

ProcedureStatusComment
Acquire Downstream Channel651000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK?BiABGZgIgBAAAAAAAAAAAEMYpve9qJgmBeAADAwACg1dvb3rd4RY@AAAAAIc0ZzEjqlzOXrPLNKsyFdCLmdf_
SecurityEnabledBPI+
Downstream Bonded Channels

ChannelStatusModulationChannel IDFrequencyPowerSNR
1LockedQAM25615651000000 Hz14.8 dBmV43.2 dB
2LockedQAM25613639000000 Hz14.8 dBmV43.2 dB
3LockedQAM2566597000000 Hz14.8 dBmV43.7 dB
4LockedQAM2568609000000 Hz14.9 dBmV43.9 dB
5LockedQAM2569615000000 Hz14.9 dBmV43.8 dB
6LockedQAM25611627000000 Hz15.0 dBmV43.8 dB
7LockedQAM25612633000000 Hz15.0 dBmV43.5 dB
8LockedQAM25614645000000 Hz14.9 dBmV43.2 dB
Upstream Bonded Channels

ChannelStatusChannel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA905120 ksym/sec23300000 Hz38.5 dBmV
2LockedTDMA892560 ksym/sec18500000 Hz38.3 dBmV
3LockedATDMA915120 ksym/sec30600000 Hz39.5 dBmV
4LockedATDMA925120 ksym/sec37000000 Hz39.8 dBmV
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Re: TC-W7960 Intermittent connectivity loss - bonded channel frequencies and error log

I've chatted with support, reset the modem with them and the manufacturer says everything is fine with their hardware its Spectrum's lines.

Any suggestions, about to switch to Viasat's satilliete internet if this keeps up.
Proven Sharer

Re: TC-W7960 Intermittent connectivity loss - bonded channel frequencies and error log

It appears that your DS power levels are really high while your US is on the low side. Are you internet only? Is there an amp in the line? Splitters?

Established Sharer

Re: TC-W7960 Intermittent connectivity loss - bonded channel frequencies and error log

Are we to presume that you own that modem, since you are consulting the manufacturer directly for tech support?  The visible issue is definitely DS signal levels being too high - the maximum DS allowed going into the modem is + 10.0 dBmV, and maximum US allowed coming out is +51 dBmV.  Higher levels than those are not better!!

Your DS is way too high, but your US is OK IF you are seeing the proper channel bonding shown on the modem indicator LEDs.

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Re: TC-W7960 Intermittent connectivity loss - bonded channel frequencies and error log

yes I own this modem.  I am Internet only.  No splitters inside my condo, comes straight in from the pole.  No amplifiers inside my home.    TP-Link suport gave me this answer:

 

"After reviewing the System Log and Connection Status, there appears to be a signal or line issue occurring. This is evidenced by the recurring T3 errors in the System Log, which are errors indicating line issues. Furthermore, the power and signal readings from the Connection Status information appear to be out of spec. In your case, we highly recommend contacting your provider and requesting for a Tier 2 or higher technician who can check into and provide a solution for these specific errors and signal issues. A potential solution might be to have the provisioning bin file removed, then re-applied to the modem by a Tier 2 or higher technician."

 

If the signal is too high DS, should I throw a splitter on to reduce it?

 

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Re: TC-W7960 Intermittent connectivity loss - bonded channel frequencies and error log

I found this

"To lower your levels you would use and attenuator (http://www.techtoolsupply.com/SearchResults.asp?Search=attenuator). Be aware that this will also raise your upstream levels.

Generally, an acceptable signal range for a modem is:
Downstream (forward path): -7 to +7 dBmV.
Upstream: (return path): > 40 dBmV but < 50 dBmV."


and a different source said

 

"Downstream Power (-15dbmV to +15dbmV) - measure of the signal level received by the cable modem
Most modems are rated from -15dB to +15dB, however it's best to have it between +8dB and -8dB. Anything less or more than that and you may have quality issues. You can remove splitters on the line if you need to raise and clean up your signal level a bit. You can also use a tap (directional coupler) to get a cleaner signal to the cable modem instead of a splitter.

Upstream Power / Modulation(37dbmV to 55dbmV) - the strength of signal transmitted by the cable modem
Generally a lower this number is better. Above 55dB will most likely cause problems, over 57dB and you probably won't be able to connect. Ideally between 42 and 50dB. Lower than 40 may start introducing some packet loss (especially if you have much noise on the line). If you hit 58 the modem will likely drop the connection and resync. 

Signal/Noise Ratio (SNR , >30dB) - measure of how clear the signal is
SNR is best over 30, (the higher the better, might work well with as low as 25 at times). Anything less than 25 will cause dropped connections, packet loss, slow transfers, etc. This is true for both the "Downstream SNR" and the "Upstream SNR", which may be different values. Typically, cable modems show the Downstream SNR, the Upsteram SNR can only be calculated at the remote end of the coax (usually at the node). Just remember that higher SNR means cleaner signal. A value well over 40 may mean you have too much power.
"

 

I think I'll just buy one of these attenuators, should fix both problems, decrease DS signal and  force US to increase.

Expert

Re: TC-W7960 Intermittent connectivity loss - bonded channel frequencies and error log

This is an issue out on the street and requires TWC/ Spectrum bucket truck guys to fix the bad amplifier.. + 15 is wrong and it indicates an amp in saturation.

 

Spectator

Re: TC-W7960 Intermittent connectivity loss - bonded channel frequencies and error log


MsRaye wrote:

This is an issue out on the street and requires TWC/ Spectrum bucket truck guys to fix the bad amplifier.. + 15 is wrong and it indicates an amp in saturation.

 


He would first have to schedule a tech appointment for them to verifiy the issue and once verifed by the field tech he will file a ticket so the line repair techs with the bucket truck can fix the signal levels at the tap.

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Re: TC-W7960 Intermittent connectivity loss - bonded channel frequencies and error log

Today I threw on a 10 db attenuator right in the back of the TP-Link cable modem.  Here is the results:

 

Procedure Status Comment
Acquire Downstream Channel651000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK?BiABGZgIgBAAAAAAAAAAAEMYpve9qJgmBeAADAwACg1dvb3rd4RY@AAAAAAwbyx0d9a9_4pD2lpRT05_W5G_X
SecurityEnabledBPI+
Downstream Bonded Channels

Channel Status Modulation Channel ID Frequency Power SNR
1LockedQAM25615651000000 Hz4.0 dBmV43.2 dB
2LockedQAM2566597000000 Hz4.1 dBmV43.8 dB
3LockedQAM2569615000000 Hz4.0 dBmV43.8 dB
4LockedQAM25610621000000 Hz4.1 dBmV43.8 dB
5LockedQAM25611627000000 Hz4.1 dBmV43.8 dB
6LockedQAM25612633000000 Hz4.1 dBmV43.5 dB
7LockedQAM25613639000000 Hz4.0 dBmV43.2 dB
8LockedQAM25614645000000 Hz4.1 dBmV43.2 dB
Upstream Bonded Channels

 

Channel Status Channel Type Channel ID Symbol Rate Frequency Power

1LockedATDMA905120 ksym/sec23300000 Hz48.0 dBmV
2LockedTDMA892560 ksym/sec18500000 Hz47.5 dBmV
3LockedATDMA915120 ksym/sec30600000 Hz48.8 dBmV
4LockedATDMA925120 ksym/sec37000000 Hz49.3 dBmV