ant
Established Sharer

An Internet outage or a maintenance?

Need technical readers on these cable modem's log from 2:39 AM PDT - 3:11 AM PDT outage (yes, others and I were awake). From 2014 Arris TG1672G cable modem's http://192.168.100.1/cgi-bin/event_cgi:

 

Date Time 	Event ID 	Event Level 	Description:
...
6/5/2018 1:39 	84000500 	3 	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[deleted address];CMTS-MAC=[deleted address];CM-QOS=1.1;CM-VER=3.0;
6/5/2018 1:39 	84000700 	5 	RCS Partial Service;CM-MAC=[deleted address];CMTS-MAC=[deleted address];CM-QOS=1.1;CM-VER=3.0;
6/5/2018 1:39 	84000500 	3 	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[deleted address];CMTS-MAC=[deleted address];CM-QOS=1.1;CM-VER=3.0;
6/5/2018 1:39 	84020200 	5 	Lost MDD Timeout;CM-MAC=[deleted address];CMTS-MAC=[deleted address];CM-QOS=1.1;CM-VER=3.0;
6/5/2018 1:39 	82000400 	3 	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[deleted address];CMTS-MAC=[deleted address];CM-QOS=1.1;CM-VER=3.0;
6/5/2018 2:03 	82000200 	3 	No Ranging Response received - T3 time-out;CM-MAC=[deleted address];CMTS-MAC=[deleted address];CM-QOS=1.1;CM-VER=3.0;
6/5/2018 2:05 	82000900 	5 	B-INIT-RNG Failure - Retries exceeded;CM-MAC=[deleted address];CMTS-MAC=[deleted address];CM-QOS=1.1;CM-VER=3.0;
6/5/2018 2:05 	82000200 	3 	No Ranging Response received - T3 time-out;CM-MAC=[deleted address];CMTS-MAC=[deleted address];CM-QOS=1.1;CM-VER=3.0;
6/5/2018 2:06 	82000900 	5 	B-INIT-RNG Failure - Retries exceeded;CM-MAC=[deleted address];CMTS-MAC=[deleted address];CM-QOS=1.1;CM-VER=3.0;
6/5/2018 2:06 	82000200 	3 	No Ranging Response received - T3 time-out;CM-MAC=[deleted address];CMTS-MAC=[deleted address];CM-QOS=1.1;CM-VER=3.0;
6/5/2018 2:08 	82000900 	5 	B-INIT-RNG Failure - Retries exceeded;CM-MAC=[deleted address];CMTS-MAC=[deleted address];CM-QOS=1.1;CM-VER=3.0;
6/5/2018 2:08 	82000200 	3 	No Ranging Response received - T3 time-out;CM-MAC=[deleted address];CMTS-MAC=[deleted address];CM-QOS=1.1;CM-VER=3.0;
6/5/2018 2:10 	82000900 	5 	B-INIT-RNG Failure - Retries exceeded;CM-MAC=[deleted address];CMTS-MAC=[deleted address];CM-QOS=1.1;CM-VER=3.0;
6/5/2018 2:10 	82000200 	3 	No Ranging Response received - T3 time-out;CM-MAC=[deleted address];CMTS-MAC=[deleted address];CM-QOS=1.1;CM-VER=3.0;
...

 

 

5 REPLIES
Community Manager

Re: An Internet outage or a maintenance?

@ant

 

Looking through our tools, there was maintenance last night in your area of Los Angeles.  I can see that there was downtime for the period you are reporting.  Looks like the downtime was less than 1  hour overall.  

 

James

ant
Established Sharer

Re: An Internet outage or a maintenance?


@James_M wrote:

@ant

 

Looking through our tools, there was maintenance last night in your area of Los Angeles.  I can see that there was downtime for the period you are reporting.  Looks like the downtime was less than 1 hour overall.  

 

James


Thank you for the quick answer. Can people still ask for patrial refunds from these maintenance downtimes? I wished Spectrum, TWC, and others told us in advanced about these planned outages.

Highlighted
Community Manager

Re: An Internet outage or a maintenance?

The standard policy is that credits are applied for interruptions longer than 4 hours.  Maintenance is performed overnight so that it impacts the smallest number of customers possible.  For updates, you can also contact our Social Media team, they are here 24/7. 

 

   

ant
Established Sharer

Re: An Internet outage or a maintenance?


@James_M wrote:

The standard policy is that credits are applied for interruptions longer than 4 hours.  Maintenance is performed overnight so that it impacts the smallest number of customers possible.  For updates, you can also contact our Social Media team, they are here 24/7. 

 

   


Thanks again, but they didn't anything about L.A. outage.

Proven Sharer

Re: An Internet outage or a maintenance?

Probably a LOT more than you wanted or needed to know, and always subject to correction by the Spectrum tech wizards :

 

First line - SYNC Timing Synchronization failure - Loss of Sync:  The modem can't synchronize its digital decoder with signals on any DS channel.  Time stamped Jun 5 at 01:39 AM  (This is probably when the maintenance crew first interrupted the signal)  

Second line - RCS Partial Service:  Your modem lost signal on one or more of the assigned DS [downstream] data channels.

Third line - SYNC Timing Synchronization failure - Loss of Sync:  The modem can't synchronize its digital decoder with signals on any DS channel

Fifth line - Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout:  Modem reported in on its service address and received an answer, but did not decode an OK to transmit its data (unicast). The T4 timeout indicates loss of incoming signal longer than 3 seconds duration, need to request a new DS channel and bonding list.

Sixth line - time stamp 02:03 AM  No  ranging response received - T3 timeout:  Modem waited for, but did not receive the ranging broadcast which sets DS receive levels.  The T3 timeout indicates a loss of incoming signal less than 3 seconds duration, so no need for a new list of DS channels and bonding assignments from the CMTS.

Several following line pairs starting at 02:03 AM - No ranging response received:  Your modem is looking for the missing DS channel ranging signal in order to adjust its receive levels.

Each followed by - B-INIT-RNG Failure  Retries Exceeded:  It tried several times and heard nothing, will try again 30 seconds later.  (Meanwhile you've got no internet)

 

And by the way, there's no need to delete all of the CM-MAC and CMTS-MAC IDs in those diagnostic listings.  They only relate to the next adjacent device on the network, in this case your modem's service port CM and the CMTS, aka "node."  IP addresses are the ones you might think about concealing.