Rookie

Connection speed dropping to almost nothing on a regular basis

I'm at the end of my rope and I'm hoping someone here can help me since I am not having any luck with customer support. We recently purchased a home and I was pretty excited to be able to get a 200Mb internet connection package. Unfortunately the connection has been very unstable so the speeds are doing me no good.

 

I started with an Arris modem router combo and my speeds would drop regularly and I would face regular disconnects. I called Spectrum and was advised that everything looked good on their end (imagine that). I then setup a service call and had a tech come out. He also stated that everything looked good, but went ahead and swapped my gateway out for a Technicolor tc8717t. The cabling in my home was replaced by the previous owner, I have a new line running from the side of the house, directly to where the gateway is connected. The only thing outside was there was some type of amplifier hooked up, that was not needed, and had other lines connected to it that I am not using. The tech took this out and hooked up only the one line that I am using, so there are no splitters or anything else in place.

 

Since having the new Gateway I am still facing regular drops in speed and sometimes so much that an IP camera will go offline completely.  I cannot be 100% that this is the whole connection or just the Wifi but I am sure that it affects both 2.4Ghz and 5Ghz.  I only have one PC that is on Etherenet and it doesn't seem to be facing the problem, or we haven't been on it when the problem has happened. I will post my details below and really hope someone can help as I have been through this with ISPs before and it can be very frustrating.

 

  1. Your location. city, state, zip. Single or multi family complex. --- Louisville, KY 40118      Single Family Home (1000sq ft)
  2. Services you get from TWC --- Internet Only 200Mb
  3. Make and model of modem --- technicolor tc8717t
  4. Make and model of router(s) --- technicolor tc8717t
  5. Firmware level in modem (or, post modem page)
    eMTA & DOCSIS Software Version:01.ED.04.38.00
    Software Image Name:TC8717T-01.ED.04.38.00-180405-S-FF9-D.img
  6. Confirm modem is Online or report otherwise. Login to your twc account and click on troubleshoot. Confirm modem with correct serial/mac has a green dot. ----- Modem is online. Not sure what other information to provide here
  7. What are your purchased speeds? What are results from Spectrum speed test. down, up, ping, jitter?200Mb dl 10Mb ul.  ----- Speed test is all over the place depending on if I run in during one of the speed drops. What's weird is sometimes the dl test looks like a roller coaster. It will go up and then start dropping fast, then come back up a bit and flatline.
  8. List symptoms using a wired (not wireless) connection with date and time and any repeating pattern ----- Unable to confirm issue with wired connection and currently looking for some way to automate periodic speed test on our desktop so I can determine if issue is over Ethernet as well
  9. Modem's signal, downstream and upstream, and event log pages. usually accessed at 192.168.100.1 or 192.168.0.1
    Downstream Channel Bonding ValueIndexLock StatusFrequencySNRPowerModulation
    12345678910111213141516
    LockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLocked
    489 MHz459 MHz465 MHz471 MHz483 MHz543 MHz507 MHz513 MHz549 MHz525 MHz531 MHz537 MHz567 MHz573 MHz603 MHz645 MHz
    40.1 dB40.1 dB40.2 dB40.1 dB40.1 dB39.5 dB39.4 dB39.8 dB39.5 dB39.8 dB39.6 dB39.6 dB39.1 dB39.0 dB38.6 dB38.5 dB
    8.3 dBmV8.0 dBmV8.1 dBmV8.2 dBmV8.3 dBmV7.9 dBmV8.2 dBmV8.0 dBmV8.0 dBmV8.1 dBmV7.8 dBmV8.0 dBmV7.4 dBmV7.3 dBmV6.6 dBmV6.5 dBmV
    256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM
    Upstream Channel Bonding ValueIndexLock StatusFrequencySymbol RatePower LevelModulationChannel ID
    1234
    LockedLockedLockedLocked
    24.2 MHz19.4 MHz30.6 MHz37.0 MHz
    5120 Ksym/sec2560 Ksym/sec5120 Ksym/sec5120 Ksym/sec
    31.7 dBmV31.6 dBmV33.3 dBmV36.8 dBmV
    ATDMATDMAATDMAATDMA
    78777980
    CM Error Codewords  Unerrored CodewordsCorrectable CodewordsUncorrectable Codewords
    3530022451352887032535288730243528871240338560687133855825223528851482352886003433855853253528855168352885058235288504053385580748338557543933855537693528809933
    151609151467148818150481149490172973169511161273170544165856170483169510176240180023197027194251
    747326384439702178412279352485129812752271407158481057117883
    Time  Priority  Description 
    Sun Jan 20 19:29:29 2019Critical (3) Http login:admin from IP address 192.168.0.20
    Sun Jan 20 19:29:03 2019Critical (3) Http login:admin failed from IP address 192.168.0.20
    Sun Jan 20 18:59:46 2019Critical (3) Http login:admin from IP address 192.168.0.20
    Sun Jan 20 18:42:47 2019Notice (6) WiFi Interface [wl1] set to Channel 36 (Side-Band Channel:N/A) - Reason:INTERFERENCE
    Sun Jan 20 18:42:42 2019Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
    Sun Jan 20 18:42:39 2019Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:7) - Reason:GUI
    Sun Jan 20 15:13:17 2019Critical (3) Http login:admin from IP address 192.168.0.7
    Sat Jan 19 22:42:32 2019Warning (5) Dynamic Range Window violation
    Sat Jan 19 22:40:19 2019Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=d0:b2:c4:40:42:6f;CMTS-MAC=00:01:5c:72:60:4f;CM-QOS=1.1;CM-VER=3.0;
    Sat Jan 19 22:40:19 2019Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d0:b2:c4:40:42:6f;CMTS-MAC=00:01:5c:72:60:4f;CM-QOS=1.1;CM-VER=3.0;
    Sat Jan 19 22:40:19 2019Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d0:b2:c4:40:42:6f;CMTS-MAC=00:01:5c:72:60:4f;CM-QOS=1.1;CM-VER=3.0;
    Sat Jan 19 22:40:08 2019Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=d0:b2:c4:40:42:6f;CMTS-MAC=00:01:5c:72:60:4f;CM-QOS=1.1;CM-VER=3.0;
    Sat Jan 19 22:40:08 2019Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d0:b2:c4:40:42:6f;CMTS-MAC=00:01:5c:72:60:4f;CM-QOS=1.1;CM-VER=3.0;
    Sat Jan 19 22:40:08 2019Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d0:b2:c4:40:42:6f;CMTS-MAC=00:01:5c:72:60:4f;CM-QOS=1.1;CM-VER=3.0;
    Sat Jan 19 17:04:14 2019Critical (3) Http login:admin from IP address 192.168.0.7
    Sat Jan 19 16:59:36 2019Critical (3) Http login:admin from IP address 192.168.0.7
    Sat Jan 19 16:09:27 2019Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=d0:b2:c4:40:42:6f;CMTS-MAC=00:01:5c:72:60:4f;CM-QOS=1.1;CM-VER=3.0;
    Sat Jan 19 15:57:56 2019Critical (3) Http login:admin from IP address 192.168.0.7
    Sat Jan 19 08:55:29 2019Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d0:b2:c4:40:42:6f;CMTS-MAC=00:01:5c:72:60:4f;CM-QOS=1.1;CM-VER=3.0;
    Fri Jan 18 20:08:20 2019Critical (3) Http login:admin from IP address 192.168.0.7
    Fri Jan 18 20:06:04 2019Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=d0:b2:c4:40:42:6f;CMTS-MAC=00:01:5c:72:60:4f;CM-QOS=1.1;CM-VER=3.0;
    Fri Jan 18 20:06:04 2019Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=d0:b2:c4:40:42:6f;CMTS-MAC=00:01:5c:72:60:4f;CM-QOS=1.1;CM-VER=3.0;
    Fri Jan 18 19:25:19 2019Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
    Fri Jan 18 19:25:15 2019Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:7) - Reason:GUI
    Fri Jan 18 19:23:41 2019Critical (3) Http login:admin from IP address 192.168.0.24
  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 rg6 run from outside directly to my gateway. Cable comes up through floor so no wallplate or anything. No splitters. Only one line connected outside which is the one I use. From outside of house, line runs to telephone pole.
  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. ----- Gateway is a combo so no connection from modem to router. I have one desktop connected to Ethernet and a SmartThings hub connected to Ethernet.
  12. Any recent or coincident changes or upgrades to your system, or any neighborhood changes. ----- None that I am aware of.
  13. Run pathping (windows command) targeting a site that demonstrates problem, preferably one that is pingable, like rr.com. If pathping is not available as command execute tracert. (Linux command istraceroute)  

     

    Tracing route to rr.com [71.74.180.193]
    over a maximum of 30 hops:
    0 DESKTOP-UR1900I.cinci.rr.com [192.168.0.20]
    1 192.168.0.1
    2 142.254.147.41
    3 be63.lsvmkyzo01h.midwest.rr.com [74.128.4.41]
    4 be21.lsvqkydb01r.midwest.rr.com [65.29.31.30]
    5 be24.clevohek01r.midwest.rr.com [65.189.140.166]
    6 * * *
    Computing statistics for 125 seconds...
    Source to Here This Node/Link
    Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
    0 DESKTOP-UR1900I.cinci.rr.com [192.168.0.20]
    0/ 100 = 0% |
    1 64ms 0/ 100 = 0% 0/ 100 = 0% 192.168.0.1
    0/ 100 = 0% |
    2 85ms 0/ 100 = 0% 0/ 100 = 0% 142.254.147.41
    0/ 100 = 0% |
    3 72ms 0/ 100 = 0% 0/ 100 = 0% be63.lsvmkyzo01h.midwest.rr.com [74.128.4.41]
    0/ 100 = 0% |
    4 97ms 0/ 100 = 0% 0/ 100 = 0% be21.lsvqkydb01r.midwest.rr.com [65.29.31.30]
    1/ 100 = 1% |
    5 136ms 1/ 100 = 1% 0/ 100 = 0% be24.clevohek01r.midwest.rr.com [65.189.140.166]

    Trace complete.

  14. Mention if you only have connection problems while streaming movies/other or playing games. ----- Issue happens with or without streaming movies or playing games
  15. Are any background tasks running that upload or download data automatically, e.g., backup programs, torrent client, file/photo/music sync, auto program/app update, etc.? ----- NO
8 REPLIES 8
Proven Sharer

Re: Connection speed dropping to almost nothing on a regular basis

Please tell us which of your devices use a wired connection, which ones run over WiFi , and which ones work reliably vs dropping out.

Next, please provide the real numbers for the speedtest results.

Last, you indicated you are subscribed to internet only.  The TC8717 modem is used for Spectrum's VoIP telephone service.  

 

Rookie

Re: Connection speed dropping to almost nothing on a regular basis

The only thing connected to Ethernet currently is a desktop and a SmartThings Hub. I have several other devices on wireless including 4 android phones, a Dropcam, a Wyze Cam pan, a Ring Doorbell 2, a Ring Spotlight Cam, 1 Amazon Echo, 2 Echo Dots, a Google Home, 3 fire sticks, and another desktop computer. Many of the devices are not always in use.

When the problem occurs, it affects every device in the house on wireless. I cannot say for sure if it is affecting devices on Ethernet as well as we just hooked up the one desktop tob Ethernet. However, last night, the whole network dropped completely, including the desktop connected to Ethernet. During this time, the 2.4Ghz and 5 KHz wifi were showing available but with no signal strength and no connection. I went in to check light status on the gateway and it appeared fine. Here are the log entries from the time that happened.

Sun Jan 20 21:37:02 2019 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=d0:b2:c4:40:42:6f;CMTS-MAC=00:01:5c:72:60:4f;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 20 21:37:01 2019 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=d0:b2:c4:40:42:6f;CMTS-MAC=00:01:5c:72:60:4f;CM-QOS=1.1;CM-VER=3.0

Not sure if this was a random occurence or is being caused by the same thing that has been causing my speed drops down to 1Mb.

Also, I have internet only. The gateway I have is an all in one, but that is what the technician provided me. I have ordered a new router and was planning on trading the Spectrum gateway for a standalone modem from them until I can purchase my own modem
Rookie

Re: Connection speed dropping to almost nothing on a regular basis

I will post my speed test results momentarily
Rookie

Re: Connection speed dropping to almost nothing on a regular basis

Speedtest results

143 dl
9.35 ul
Ping 49ms
Jitter 13ms
Loss 0.0%

I'm not sure how this will help though as my network is running as intended at the current moment. I will have to try to run one when the speed drops but I've seen as low as 1Mb dl speeds or the inability to even run the test at all. Most of the time, these problems are short lived but long enough to make my cameras go offline, or be unable to pull a website up during the drop.
Sharer

Re: Connection speed dropping to almost nothing on a regular basis

Looks like there may still be some weird attenuation issues, and/or some ingress or noise getting generated on there somewhere. Could be any number of things... anywhere from misconfigured/failing distribution point, compromised shielding, excessively coiled/crimped cables, to loose/corroded connectors, or noisy power supplies.

Upstream power levels are pretty low... could be that gains are too high at a distribution point. Your log is showing issues with upstream signaling. If it isn't getting clear upstream signal, the headend will often instruct the modem to increase power levels. So we often see upstream levels hovering between 37 and 45, unless it is getting boosted somehow.

There is also a steep drop in downstream signal quality as you cross into the 600mhz tier... which is T-Mobile LTE territory (and by extension some of their partners like Wal-Mart Family Mobile and such). That could be from ingress. May not necessarily be in your home either... could be neighbors homes that break out from the same distribution point that have cables split off to other rooms that are not connected to any devices, making each one a potential micro-antenna of sorts. Too many of those on a segment can cause all kinds of weirdness.

May be worth the time to make sure your own wiring has clean/tight and dry connections, no unused extensions running off splitters, not exposed to standing water, extreme heat or "noisy" electronic devices (motors, microwaves, fluorescent lighting, older monitors/tv's/stereos... If it can hum/buzz, it may generate RF interference). Note also WiFi "line of site" to the router is important in this regard as well... for instance, a microwave can knock out roughly half the available channels in the 2.4 band.
Valued Participant

Re: Connection speed dropping to almost nothing on a regular basis

Your upstream signals are WAY too low. They should be between 38-48. Your's range from 31 to 36.  This is not a modem problem this is a connection problem. This is upstream noise which cause connection problems which will impact overall speeds. Call Spectrum AGAIN and point this out to them. They need to check your connection from the house to the tap on the pole at a minimum. 

Rookie

Re: Connection speed dropping to almost nothing on a regular basis

I just got a new router delivered. Went and traded the Spectrum Gateway in for a standalone modem. Hitron e31n2v1 Docsis3.1. The router is an asus rt-ac3100. So far my connection has been perfect. This could be total coincidence as it's only been a couple days but I'm keeping my fingers crossed. The new modem is completely locked down by Spectrum so there is no way for me to access the gui if problems recur. I literally have one rg6 line that runs from outside to the modem so my cabling is as good as it's going to get. If the problem recurs, I am going to request a tech to check connection at the pole and between pole and house. Thanks for the input everyone.
Rookie

Re: Connection speed dropping to almost nothing on a regular basis

Just wanted to report that my connection has stayed solid. I'm getting a constant 230 Mbs download and I'm only on a 200 Mbs package. Glad I took a chance and it worked out