Observer

Trying to track down intermittent Internet Drops/No Connection

I'm trying to track down the source of intermittent disconnects/no connection type issues.  Mostly happens from wireless devices where you are browsing a web site fine, then page won't load, then it loads on second try.  I have recently upgraded to a Netgear Orbi router and the symptoms did not change.

 

  1. Your location. city, state, zip. Single or multi family complex.  Marysville, OH 43040, single family home in rural area
  2. Services you get from TWC: Internet only
  3. Make and model of modem: Zoom 5730
  4. Make and model of router(s): Netgear Orbi RBR20
  5. Firmware level in modem (or, post modem page): 5370-5.5.10.1
  6. Confirm modem is Online or report otherwise.  Modem is online
  7. What are your purchased speeds? What are results from Spectrum speed test. down, up, ping, jitter?  100mb/10mb, speedtest consistently 110+ down/11+mb up
  8. List symptoms using a wired (not wireless) connection with date and time and any repeating pattern:  Brief disconnect/no connect/no response issues.  Pingplotter showing second hop in TimeWarner consistently jumping into 300+ms latency (see screenshots)
  9. Modem's signal, downstream and upstream, and event log pages. usually accessed at 192.168.100.1 or 192.168.0.1  (see below)
  10. Description of your cable wiring from street and throughout house, include splitters, devices, cable type (rg6, rg59) and age, etc. and specifically the where the modem attaches. New service lines ran 2016 from street all the way to the modem.  One splitter outside (can be bypassed though as not needed without TV service) and one  union inside the house
  11. Description of ethernet network from modem’s ethernet port to router(s) and to any additional devices including cable type, e.g., cat5, cat5e, cat6, etc.: Cat 6 - new cable
  12. Any recent or coincident changes or upgrades to your system, or any neighborhood changes.  The problems seemed to get worse when we went from 50mb/7mb to 100mb/10mb about two months ago.


    PingPlotter: 
    spectrum.PNG

    Modem Details (total correctables seems really high, modem was rebooted about 16 hours ago):
    Startup ProcedureProcedureStatusComment
    Acquire Downstream Channel699000000 HzLocked
    Connectivity StateOKOperational
    Boot StateOKOperational
    Configuration FileOK?xxxxxx
    SecurityEnabledBPI+


    Downstream Bonded ChannelsChannel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
    1LockedQAM25621699000000 Hz-2.2 dBmV39.8 dB29210
    2LockedQAM2563591000000 Hz-3.3 dBmV39.6 dB46930
    3LockedQAM2564597000000 Hz-2.7 dBmV39.7 dB47380
    4LockedQAM2565603000000 Hz-2.0 dBmV39.9 dB49250
    5LockedQAM2566609000000 Hz-2.4 dBmV39.9 dB42680
    6LockedQAM2567615000000 Hz-2.5 dBmV39.8 dB41580
    7LockedQAM2568621000000 Hz-1.5 dBmV40.0 dB32760
    8LockedQAM2569627000000 Hz-1.8 dBmV40.0 dB36860
    9LockedQAM25610633000000 Hz-2.5 dBmV39.9 dB32290
    10LockedQAM25611639000000 Hz-1.8 dBmV39.9 dB35320
    11LockedQAM25613651000000 Hz-2.3 dBmV40.0 dB30200
    12LockedQAM25617675000000 Hz-2.9 dBmV39.6 dB37290
    13LockedQAM25618681000000 Hz-2.0 dBmV39.8 dB39100
    14LockedQAM25619687000000 Hz-2.2 dBmV39.7 dB39830
    15LockedQAM25623711000000 Hz-2.5 dBmV39.7 dB23450
    16LockedQAM25625723000000 Hz-2.0 dBmV39.7 dB30090

    Total Correctables Total Uncorrectables
    594220

    Upstream Bonded ChannelsChannel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
    1LockedATDMA165120 Ksym/sec37000000 Hz40.8 dBmV
    2LockedTDMA132560 Ksym/sec19400000 Hz36.5 dBmV
    3LockedATDMA145120 Ksym/sec24200000 Hz39.0 dBmV
    4LockedATDMA155120 Ksym/sec30600000 Hz39.5 dBmV

Modem Error Log:
spectrum2.PNG

7 REPLIES
Established Sharer

Re: Trying to track down intermittent Internet Drops/No Connection

The exterior splitter port formerly used for TV must have a 75 ohm termination installed in place of the now-unused cable to the wall outlet for the TV connection, or you can mount the terminator right on the wall outlet plate.  

Next, you need to let the equipment  run for about 48 hours after reseting the modem power bedfore you can treust the error counts.  You will soon start to see uncorrrectible errors appear, but don't panic.  Numbers up to about a thousand are OK while the modem levels stabilize.   Counts higher than that indicate problems on the cable network.

Another tip: If your router and computer have settings that allow you to turn off IPv6, doing so will often reduce ping times on hop 2 and beyond.  You don't need to have IPv6 active on your home LAN to access remote sites with an IPv6 address over your Spectrum internet connection.

Observer

Re: Trying to track down intermittent Internet Drops/No Connection

Thanks for the tips!  I actually had some 75ohm terminators on hand so I actually stuck one on the splitter where the line to the TV was.  Would it be better to just elimnate the splitter entirely though?

IPv6 was already off on my router but I went ahead and disabled it on any devices that allowed for it.  

 

Shouid I power cycle my modem after making these changes or just let it adjust on its own?

Highlighted
Established Sharer

Re: Trying to track down intermittent Internet Drops/No Connection

Yes, you could remove the splitter completely and replace it with an inline coupler, UNLESS the splitter also has the protective ground wire connected to it.  They normally install a separate line grounding block on the outside of the wall where the cable enters the building.  Do not disconnect the ground wire or remove the device to which it is connected.  

Removing the splitter should imcrease receive signal levels by 3 to 4 dB on all DS channels and drop the transmit upstream levels by a similar amount.   No need to power-cycle the modem, the levels will quickly readjust.

Valued Contributor

Re: Trying to track down intermittent Internet Drops/No Connection

Note if that splitter is grounded and you want to remove it, they sell"3ghz" grounding blocks (basically they are blocks for satellite systems) pretty cheap on Amazon... unless you happen to have a service call in, in which the tech could do a proper swap during the visit.
Observer

Re: Trying to track down intermittent Internet Drops/No Connection

I was able to remove the splitter from the run since there was a seperate grounding block in place already.  Power numbers adjusted exactly as you predicted:
spectrum5.PNG

Observer

Re: Trying to track down intermittent Internet Drops/No Connection

There doesn't seem to be much improvement with the original symptoms even after cleaning up my cable connection.  Here is a recent pingplotter capture showing one of the first Spectrum nodes in my area having issues.   This node always seems to be showing frequent slowdowns and packet loss.   I was really hoping the issues were on my end since it seems like node issues are a black hole in terms of getting a resolution.

spectrum6.PNG

Observer

Re: Trying to track down intermittent Internet Drops/No Connection

Big jump in the uncorrectables in my modem log (they were at 37 yesterday, so this all just happened in the last 24 hours), just when I start to say everything looks good on my end.  Nothing new in the event logs.  Thoughts?Capture7.PNG