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Connection keeps dropping even after modem swap.


  • 4E94CACE-59F4-423A-A2A6-F62C4F4DB358.png8B92C75E-3EEC-45D1-917B-1940080B3398.jpegA98792A3-59A3-4986-90B7-544092C417CA.pngA22A6026-04F8-41F9-B667-39EA3809A149.png
29 REPLIES 29
Expert

Re: Connection keeps dropping even after modem swap.

Copy and paste modem signal level and error log pages, your photo's don't work here.

And so, you're throwing modems at a coaxial issue...

 

Browser

Re: Connection keeps dropping even after modem swap.

That's all the techs do when they come out and it works fine for awhile then I have problems again. 

Then just ran a new drop to the pedestal last year. 

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Re: Connection keeps dropping even after modem swap.


Cable Modem
Status Signal Addresses Configuration Logs Open Source Help
This page provides information about the current upstream and downstream signal status of your Cable Modem.
Downstream Bonding Channel Value
Channel ID 9  6  10  11  12  13  14  15 
Frequency 657000000 Hz  639000000 Hz  663000000 Hz  669000000 Hz  675000000 Hz  681000000 Hz  687000000 Hz  693000000 Hz 
Signal to Noise Ratio 38 dB  38 dB  38 dB  38 dB  37 dB  38 dB  38 dB  38 dB 
Downstream Modulation QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
2 dBmV   5 dBmV   3 dBmV   3 dBmV   3 dBmV   2 dBmV   2 dBmV   2 dBmV  
Upstream Bonding Channel Value
Channel ID 2 
Frequency 24200000 Hz 
Ranging Service ID 12014 
Symbol Rate 5.120 Msym/sec 
Power Level 57 dBmV 
Upstream Modulation [3] QPSK
[1] 16QAM
[2] 64QAM
 
Ranging Status Success 
Signal Stats (Codewords) Bonding Channel Value
Channel ID 9  6  10  11  12  13  14  15 
Total Unerrored Codewords 13554545  13562691  13587845  13579652  13543821  13544841  13546082  13543882 
Total Correctable Codewords 14  73  1  10  51  42  11  46 
Total Uncorrectable Codewords 1589  1489  1412  1415  1472  1544  1471  1478 
Status | Signal | Addresses | Configuration | Logs | Open Source | Help


©2016 ARRIS Group, Inc. ALL RIGHTS RESERVED.

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Re: Connection keeps dropping even after modem swap.

Time Priority Code Message
Nov 16 2017 20:59:51 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;
Nov 16 2017 20:45:58 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;
Nov 16 2017 20:45:58 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:23 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:17 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Nov 16 2017 20:45:04 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;
Nov 16 2017 20:44:34 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;
Nov 16 2017 18:54:34 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;
Nov 16 2017 18:54:34 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:23 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:17 6-Notice N/A Cable Modem Reboot due to IP loss ;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Nov 16 2017 18:50:34 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:24 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:17 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Nov 16 2017 18:49:40 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;
Nov 16 2017 18:49:10 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;
Nov 16 2017 18:38:31 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:22 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;
Nov 16 2017 18:37:35 6-Notice N/A Cable Modem Reboot from Software upgrade ;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;
Nov 16 2017 18:37:33 6-Notice E111.0 SW download Successful - Via NMS

Not applicable

Re: Connection keeps dropping even after modem swap.

I'm having the same issue. Everytime I restart the modem it works fine for a random amount of time and then just shuts down, no power, no light. This is my second modem, had a technician replace one yesterday. The modem works fine for 2 hours and then bam! No power. Then today I had a technician come and check and we just restarted the modem and worked fine for another 2 hours and then again, no power, nothing, just drops.

 

I don't think these technicians or the support staff on chat are technical enough. I get the same questions from them again and again - check the power cord, is it connected to the wall outlet, restart blah blah blah ... I think they're going off of the same manual.

Expert

Re: Connection keeps dropping even after modem swap.

"US Power Level 57 dBmV" ... major issue, it MUST BE BELOW +52 dBmv and have 4 channels at +57 it's tried to concentrate all power on a single channel and just isn't going to work properly if at all.... I'll also bet it doesn't have a blue US lamp.

 

 

 You have open splitter ports or a corroded center wire. center wire in all connectors must be shiny copper and extend 1/8" beyond the nuts.

I'll bet it's a 2 -3-4 way splitter with openports  as there  shouldn't be a 3dB difference between adjacent channels. Remove it.

repost levels and light status.

When you called TWC they should have known there was an US and level issue.

 

 

Expert

Re: Connection keeps dropping even after modem swap.

Start a new thread, there's never any same problems or solutions here...

Need levels and log info.

 

Browser

Re: Connection keeps dropping even after modem swap.

Downstream Bonding Channel Value
Channel ID 6 1 2 3 4 5 8 10
Frequency 639000000 Hz 609000000 Hz 615000000 Hz 621000000 Hz 627000000 Hz 633000000 Hz 651000000 Hz 663000000 Hz
Signal to Noise Ratio 39 dB 36 dB 38 dB 37 dB 38 dB 38 dB 38 dB 38 dB
Downstream Modulation QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
2 dBmV 2 dBmV 2 dBmV 1 dBmV 1 dBmV 1 dBmV 0 dBmV 0 dBmV
Upstream Bonding Channel Value
Channel ID 2 4 3 1
Frequency 24200000 Hz 37000000 Hz 30600000 Hz 19400000 Hz
Ranging Service ID 12074 12074 12074 12074
Symbol Rate 5.120 Msym/sec 5.120 Msym/sec 5.120 Msym/sec 2.560 Msym/sec
Power Level 51 dBmV 51 dBmV 51 dBmV 50 dBmV
Upstream Modulation [3] QPSK
[1] 16QAM
[2] 64QAM
[3] QPSK
[1] 16QAM
[2] 64QAM
[3] QPSK
[1] 16QAM
[2] 64QAM
[3] QPSK
[2] 16QAM

Ranging Status Success Success Success Success
Signal Stats (Codewords) Bonding Channel Value
Channel ID 6 1 2 3 4 5 8 10
Total Unerrored Codewords 39026052 39047408 39056097 39039335 39023531 39024388 39022887 39026162
Total Correctable Codewords 44 63 0 44 22 97 47 13
Total Uncorrectable Codewords 1597 1498 1510 1414 1444 1514 1465 1672

Highlighted
Browser

Re: Connection keeps dropping even after modem swap.

Time Priority Code Message
Nov 17 2017 04:52:10

3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;
Nov 17 2017 04:50:49 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;
Nov 17 2017 04:50:49 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;

 

Jan 01 1970 00:00:17

6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Nov 17 2017 04:49:56 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;

 

Nov 17 2017 04:49:15

3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;

 

Nov 17 2017 03:18:42

6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;

 

Nov 17 2017 03:18:42

5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;

 

Jan 01 1970 00:00:26

3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;

 

Jan 01 1970 00:00:17

6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;

 

Nov 17 2017 03:17:42

3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;

 

Nov 17 2017 03:16:55

3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;

 

Nov 17 2017 02:16:11

6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;

 

Nov 17 2017 02:16:11

5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;

 

Jan 01 1970 00:00:17

6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;

 

Nov 17 2017 02:15:18

3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;

 

Nov 17 2017 02:14:48

3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;

 

Nov 17 2017 00:54:03

6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;

 

Nov 17 2017 00:54:03

5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;

 

Jan 01 1970 00:02:38

3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f0:8a:a3;CMTS-MAC=00:01:5c:a0:3e:46;CM-QOS=1.1;CM-VER=3.0;