Valued Participant

Continued cable issues (2 years at same place)

[ Edited ]

I've posted here before about the same issues but since it is getting worse, I'll give it another shot. I have had terrible cable since I moved into my new apartment. (I also had terrible cable issues at my previous apartment for 5+ years, but that is irrelevant now except to gauge my level of frustration and annoyance.) Every single night, I will get bad pixelation, or audio stutter, or both picture and audio freezing for several seconds at a time and some other manner of disturbnaces. I also have an issue with my digital phone dropping half hte call to the point where I can hear the other person but they can't hear me. This happens often enough that I can't use the phone for any important business since I can't risk it happening.

Anyway, previously, I had tech calls like 3-4 times a month. I had brand new wiring put in from the box in my building to my TV, but the other wiring in the building is bad. As is the wiring on the street because I was told that last that there were 8 customers in a half block radius that had repeated calls as well.That can't be a coincidence. I keep geting told "We can't do anything more here. We will submit a work order to get to work on the node. It may be a few months." So I wait. And MAYBE my cable improves slightly after they leave. But only for a few days before it is right back to where it was before. One time, the guy came in with an interference monitor and it started going off like a Geiger Counter at Chernobyl. He said he had never seen it that bad before.

The TV issues tend to happen most often on certain channels. Often on the lower digital tier which includes the infotainment channels like ID Discovery (By far the worst of the bunch) and The Science Channel. But I also have it on premium channels like HBO, EPIX and Encore. And lately I have been having it on Hallmark Channel as well. And it tends to happen most late at night and early morning which of course is a problem for service calls since they never see the worst of it. However, there have been times where they have witnessed the issue in person, but the levels they were getting were well within spec. This is usually when they tell me there is nothing they can do about it.

My modem levels are as follows. To my untrained eye, it sures seems like an awfully hgh percentage Uncorrectables but doesn't seem like a lot of them.

RF Parameters
Downstream
 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 116615.00 MHz1.30 dBmV38.98 dB256QAM1516966932465133
Downstream 28567.00 MHz1.60 dBmV40.37 dB256QAM846894788697034
Downstream 39573.00 MHz1.80 dBmV40.95 dB256QAM797216066614638
Downstream 410579.00 MHz1.70 dBmV40.95 dB256QAM780090026526126
Downstream 511585.00 MHz1.60 dBmV40.37 dB256QAM861076307115733
Downstream 612591.00 MHz1.60 dBmV40.37 dB256QAM789838467602434
Downstream 713597.00 MHz1.20 dBmV40.37 dB256QAM915966840323836
Downstream 814603.00 MHz1.30 dBmV40.37 dB256QAM919471296705035
Downstream 915609.00 MHz1.10 dBmV40.37 dB256QAM975409288843942
Reset FEC Counters
Upstream
 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 18224.20 MHz43.25 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 28437.00 MHz44.25 dBmVDOCSIS2.0 (ATDMA)2560 kSym/s16QAM
Upstream 38330.60 MHz44.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 48119.40 MHz42.50 dBmVDOCSIS1.x (TDMA)2560 kSym/s16QAM

 Status
System Uptime:48 d: 23 h: 31 m
Computers Detected:staticCPE(2), dynamicCPE(0)
CM Status:Telephony-Reg Complete
Time and Date:Tue 2017-03-07 04:19:20

 Interface Parameters
Interface NameProvisionedStateSpeed (Mbps)MAC address
LAN Port 1EnabledUp100(Full)90:C7:92Smiley Very HappyC:AC:A1
LAN Port 2EnabledDown-----90:C7:92Smiley Very HappyC:AC:A1
LAN Port 3EnabledDown-----90:C7:92Smiley Very HappyC:AC:A1
LAN Port 4EnabledDown-----90:C7:92Smiley Very HappyC:AC:A1
CABLEEnabledUp-----90:C7:92Smiley Very HappyC:AC:A2
MTAPassUp-----90:C7:92Smiley Very HappyC:AC:A3

 

 

4 REPLIES
Expert

Re: Continued cable issues (2 years at same place)

[ Edited ]

correcteds and uncorrecteds are extremely low as compared to the total bytes received.

 Unless you see a level shift, I don't think it's a coaxial issue with numbers that good.

what's in the log?

 If only cable TV is hosed up, there may be an issue with the cable TV channels only they are probably coming in thru a seperate fiber to your neighborhood and the hybrid combiner is having an issue. They're combined together to feed a single coax

 for the street

 

Valued Participant

Re: Continued cable issues (2 years at same place)

Oh, I'm 99% sure the probelem definitely IS at street level. Or at least that street level issues are contributing to it. Not only did they tell me last year that 8 separate addresses in a half block radius had multiple service calls, but whenever a tech comes out, they basically tell me there is nothing they can do, often because the numbers at my box look fine (even when the problem is happening right in front of their eyes.) and that they need to submit a work order to do work on the street. I keep getting the same old "It may be 3 months" routine. Whether it is because of winter, or threats of lightning or last year, things becoming hectic with the sale/merger, it is the same old thing. "Give us a few months. But we are working on it."

I guess it is not a surprise that those work orders never go through. When I would get people to come out via the posts on dslreports, the main support people don't even have a record of them coming out AT ALL.  When I called and complained on Monday, I was told "You haven't had an issue in a long time. Your last service call was last April." even though they came out at least twice since the summer. Then the guy tried to tell me that since dslreports was not their site, that it wasn't a Time Warner person who came out. I explained to him how that site used to work, assured him that the employee had TWC on their caller ID, came up in a Time Warner van, that at least once the guy that came out was the same guy that came out during a service call initiated by phone, and then asked how a non-TW employee would come to my building and somehow have access to the locked box...and why he would do it FOR FREE! He just ignored that and kept repeating "No Time Warner person has come to your place in 11 months." This happened in 2015 as well. Visits initiated by dslreport posts didn't get entered into the system for wahtever reason.

So that is why the frustration level is way up again. I am closing in on almost a DECADE of terrible cable service across two addresses that  the tech people repeatedly say they can't fix. I REALLY don't think they have done any upgrades/updates to their lines since they first installed Roadrunner to our city over 20 years ago. 1990s quality at 2010s prices!

Valued Participant

Re: Continued cable issues (2 years at same place)

I assume when you say error log, you mean this...IF not, let me know. I don't see too much here except a few "No ranging response received." errors. The PAcket Cable Events that I didn't copy/paste were all fine. Just entries for getting the new time.


 

DOCSIS(CM) Events

 

Date TimeEvent IDEvent LevelDescription
1/12/2017 4:16820002003No Ranging Response received - T3 time-out;CM-MAC=90:c7:92:dc:ac:a2;CMTS-MAC=00:01:5c:72:76:5c;CM-QOS=1.1;CM-VER=3.0;
1/15/2017 10:10680103004DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=90:c7:92:dc:ac:a2;CMTS-MAC=00:01:5c:72:76:5c;CM-QOS=1.1;CM-VER=3.0;
1/15/2017 10:10680106006DHCP Renew - lease parameters tftp file-?BEWGC0iQx5LcrKIK4kFH@CuJBR_xqwDgIAFGQulHoZKgUh3jzOPc7 modified;CM-MAC=90:c7:92:dc:ac:a2;CMTS-MAC=00:01:5c:72:76:5c;CM-QOS=1.1;CM-VER=3.0;
1/15/2017 17:23820002003No Ranging Response received - T3 time-out;CM-MAC=90:c7:92:dc:ac:a2;CMTS-MAC=00:01:5c:72:76:5c;CM-QOS=1.1;CM-VER=3.0;
1/17/2017 4:42690101006SW Download INIT - Via NMS
1/17/2017 4:47690111006SW download Successful - Via NMS
1/17/2017 4:50820002003No Ranging Response received - T3 time-out;CM-MAC=90:c7:92:dc:ac:a2;CMTS-MAC=00:01:5c:72:76:5c;CM-QOS=1.1;CM-VER=3.0;
1/19/2017 1:36840007005RCS Partial Service;CM-MAC=90:c7:92:dc:ac:a2;CMTS-MAC=00:01:5c:72:76:5c;CM-QOS=1.1;CM-VER=3.0;
1/19/2017 1:36840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=90:c7:92:dc:ac:a2;CMTS-MAC=00:01:5c:72:76:5c;CM-QOS=1.1;CM-VER=3.0;
1/19/2017 1:36840007005RCS Partial Service;CM-MAC=90:c7:92:dc:ac:a2;CMTS-MAC=00:01:5c:72:76:5c;CM-QOS=1.1;CM-VER=3.0;
1/19/2017 1:36840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=90:c7:92:dc:ac:a2;CMTS-MAC=00:01:5c:72:76:5c;CM-QOS=1.1;CM-VER=3.0;
1/19/2017 1:36840202005Lost MDD Timeout;CM-MAC=90:c7:92:dc:ac:a2;CMTS-MAC=00:01:5c:72:76:5c;CM-QOS=1.1;CM-VER=3.0;
1/19/2017 1:36820004003Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=90:c7:92:dc:ac:a2;CMTS-MAC=00:01:5c:72:76:5c;CM-QOS=1.1;CM-VER=3.0;
1/19/2017 2:02820002003No Ranging Response received - T3 time-out;CM-MAC=90:c7:92:dc:ac:a2;CMTS-MAC=00:01:5c:72:76:5c;CM-QOS=1.1;CM-VER=3.0;
2/3/2017 2:02680106006DHCP Renew - lease parameters time server-2604:6000:200:1:180:0:2:100;syslog server-2604:6000:200:1:180:0:2:100;tftp file-?BiABGZgIgBAAAAAAAAAAAHSQx5LcrKImBGAADAIAFKx+piBAjASR@AAAAAOl6Uzfp8wR7gfdHl7Q2A+Um7O_+ modified
2/3/2017 6:21820002003No Ranging Response received - T3 time-out;CM-MAC=90:c7:92:dc:ac:a2;CMTS-MAC=00:01:5c:72:76:5c;CM-QOS=1.1;CM-VER=3.0;
2/18/2017 2:02680106006DHCP Renew - lease parameters time server-2604:6000:200:1:180:0:1:100;syslog server-2604:6000:200:1:180:0:1:100;tftp file-?BiABGZgIgBAAAAAAAAAAAHSQx5LcrKImBGAADAIAFKx+piBAjASR@AAAAAMkE_ryAmSGF+IEkWM9pj9W6OuFL modified
2/18/2017 15:12820002003No Ranging Response received - T3 time-out;CM-MAC=90:c7:92:dc:ac:a2;CMTS-MAC=00:01:5c:72:76:5c;CM-QOS=1.1;CM-VER=3.0;
3/5/2017 2:02680106006DHCP Renew - lease parameters time server-2604:6000:200:1:180:0:2:100;syslog server-2604:6000:200:1:180:0:2:100;tftp file-?BiABGZgIgBAAAAAAAAAAAHSQx5LcrKImBGAADAIAFKx+piBAjASR@AAAAAJQtlZrANhgIhlwv6aXZUUhg2T_5 modified
3/5/2017 23:33820002003No Ranging Response received - T3 time-out;CM-MAC=90:c7:92:dc:ac:a2;CMTS-MAC=00:01:5c:72:76:5c;CM-QOS=1.1;CM-VER=3.0;
Expert

Re: Continued cable issues (2 years at same place)

modem got a firmware update in January and there's an occasional T3 error, every 2 weeks, just doesn't look that bad... on the internet side... if there's TV issues it may be the cable tv hybrid fiber connection and not the internet one and could be back at the head end.

I'd also check for hdmi ground loop issues.... that will mess up video.

If you only have one 2 way splitter that feeds the modem and cable box, put a CISP inline on the input side of the splitter to see if there's a ground loop issue which is typical in apt buildings due to improper grounding that may or may not meet NEC requirements.

If your tv or any tv connected device has a 3 wire power cord, ground loops are very probable.  CISP's are an inline ground isolator and abr for Cable Isolation & surge protector.

They are not the same as a surge protector.

T3's are caused by upstream interference and opacket collisions from anywhere on the node. TWC hasn't done much to clean up the ingress/egress points that cause them.