Expert

Re: Consistently INCONSISTENT Internet Connectivity / Latency

How far is your house from the cable pedestal you're connected to?

Also, since you're internet only, there's a cable tv trap/ filter inline at the pedestal, it may be bad.

I'm surprised the house didn't already have cable when you moved in and was trying to verify that twc didn't reuse any existing wiring, wallplates, cable.

No matter what TWC tells you, for a single device, the levels at your modem are wrong by at least a 2 way splitters worth.  They're what I see here with 200' of rg6 and a 2 way splitter

Does the cover of that pedestal come off and can you grab a picture of what's in it?  I'd consider taking the modem out there and with no extra cable, see what the levels are.

The actual levels aren't the problem but why they're not normal points to an issue.

 Really need unerrored/corrected/uncorrected counts. I have got a couple spare 8ch combo units that have wireless but are not IPv6 compatable.

 

Another question, do you have TWC phone and if so, how's it connected?

?

 Have you tried turning off IPv6?

 

 

What excuse if any does twc give you about the bad service?

 

Expert

Re: Consistently INCONSISTENT Internet Connectivity / Latency

You should be able to get Windstreams DSL everywhere in Twinsburg, however, while I can get it, I'm at the 3 mile limit with lotsa crossed and bad pairs and can only get 3 meg service (and not guaranteed).

Twinsburg also has those 4G verizon LTE neighborhood sites up like by the HS/PD if you can handle the data cap...

Sharer

Re: Consistently INCONSISTENT Internet Connectivity / Latency


@DL3005 wrote:
Thanks for the info on the WiFi analyzer, but since I can't even get a stable direct connection, I highly doubt wifi will ever work at this point.
Too bad TWC is the only option in my area. Might have to switch to a 3MB DSL and live with the fact I'll just browse the web since TWC is completely clueless on all of this.
Same issues even when using one of their modems, the trouble shooting consists of resetting the modem and that's it. Even level 3 did nothing to troubleshoot bedsides send out a tech when a modem reset didn't resolve the issue.

Be persistent. 

 

By "persistent", I mean "a big pain in the Jacobean donkey".

 

Keep a log of dates/times, NAMES, what was done.  At the beginning of your conversation, recite THE ENTIRE LOG WITH NAMES in painful detail.  This should get you up to the appropriate rung faster.  This also sends the message that you're kicking Jacobean donkey and taking names.

 

Also, BBB.

 

Yes, it should be ONE CALL and the provider takes care of business to its conclusion but this is what happens when we eat fruit we're not supposed to.

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Re: Consistently INCONSISTENT Internet Connectivity / Latency

MsRaye

Do you still have one of the other combo's that had the corrected/uncorrected / total unerrored byte tables?
----------

Here is the event log from an older combo we have been using for about 3 years (had no issues until the recent move). Most of this is older data, but again, you can see the constant Critical errors. I just hooked it up again yesterday evening (11/5/16).

- Below event log and downstream, upstream info.

----- EVENT LOG -----

Time Priority Description
Sat Nov 05 21:58:03 2016 Error (4) DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=7c:bf:b1:b4:84:fc;CMTS-MAC=00:01:5c:8f:a0:48;CM-QOS=1.1;CM-VER=3.0;
Sat Nov 05 21:35:44 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=7c:bf:b1:b4:84:fc;CMTS-MAC=00:01:5c:8f:a0:48;CM-QOS=1.1;CM-VER=3.0;
Sat Nov 05 21:35:40 2016 Notice (6) TLV-11 - unrecognized OID;CM-MAC=7c:bf:b1:b4:84:fc;CMTS-MAC=00:01:5c:8f:a0:48;CM-QOS=1.1;CM-VER=3.0;
Sat Nov 05 21:35:39 2016 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=7c:bf:b1:b4:84:fc;CMTS-MAC=00:01:5c:8f:a0:48;CM-QOS=1.1;CM-VER=3.0;
Sat Nov 05 21:35:39 2016 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=7c:bf:b1:b4:84:fc;CMTS-MAC=00:01:5c:8f:a0:48;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=7c:bf:b1:b4:84:fc;CMTS-MAC=00:01:5c:8f:a0:48;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INIT
Sun Nov 06 02:34:51 2016 Critical (3) Resetting the cable modem due to docsDevResetNow
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Wed Oct 26 12:07:38 2016 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=7c:bf:b1:b4:84:fc;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Wed Oct 26 12:07:37 2016 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=7c:bf:b1:b4:84:fc;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Wed Oct 26 12:07:37 2016 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=7c:bf:b1:b4:84:fc;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Wed Oct 26 12:07:34 2016 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=7c:bf:b1:b4:84:fc;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Wed Oct 26 12:07:33 2016 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=7c:bf:b1:b4:84:fc;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Wed Oct 26 12:07:28 2016 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=7c:bf:b1:b4:84:fc;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Wed Oct 26 12:07:25 2016 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=7c:bf:b1:b4:84:fc;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Wed Oct 26 12:07:24 2016 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=7c:bf:b1:b4:84:fc;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Wed Oct 26 12:07:22 2016 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=7c:bf:b1:b4:84:fc;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Wed Oct 26 12:07:21 2016 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=7c:bf:b1:b4:84:fc;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Wed Oct 26 12:07:19 2016 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=7c:bf:b1:b4:84:fc;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Wed Oct 26 12:07:18 2016 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=7c:bf:b1:b4:84:fc;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Wed Oct 26 12:07:16 2016 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=7c:bf:b1:b4:84:fc;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Wed Oct 26 12:07:15 2016 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=7c:bf:b1:b4:84:fc;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Wed Oct 26 12:07:13 2016 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=7c:bf:b1:b4:84:fc;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Wed Oct 26 12:07:12 2016 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=7c:bf:b1:b4:84:fc;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

----- END EVENT LOG -----

The rest of the log is the same error "SYNC Timing Synchronization failure" every second for about 2 minutes.

----- DOWNSTREAM AND UPSTREAM -----

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File
Security Enabled BPI+

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 7 693000000 Hz 11.0 dBmV 39.4 dB 128 0
2 Locked QAM256 1 657000000 Hz 12.0 dBmV 40.3 dB 10 0
3 Locked QAM256 2 663000000 Hz 11.6 dBmV 40.2 dB 30 0
4 Locked QAM256 4 675000000 Hz 10.7 dBmV 39.5 dB 55 0
5 Locked QAM256 5 681000000 Hz 10.4 dBmV 39.0 dB 71 0
6 Locked QAM256 6 687000000 Hz 11.2 dBmV 39.8 dB 84 0
7 Locked QAM256 9 705000000 Hz 10.9 dBmV 39.4 dB 150 0
8 Locked QAM256 10 711000000 Hz 10.4 dBmV 39.0 dB 257 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 19 5120 Ksym/sec 30600000 Hz 36.7 dBmV
2 Locked TDMA 17 2560 Ksym/sec 19400000 Hz 36.7 dBmV
3 Locked ATDMA 18 5120 Ksym/sec 24200000 Hz 36.7 dBmV
4 Locked ATDMA 20 2560 Ksym/sec 37000000 Hz 36.7 dBmV


----- END DOWNSTREAM AND UPSTREAM -----

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Re: Consistently INCONSISTENT Internet Connectivity / Latency


@RoloX2 wrote:

@DL3005 wrote:
Thanks for the info on the WiFi analyzer, but since I can't even get a stable direct connection, I highly doubt wifi will ever work at this point.
Too bad TWC is the only option in my area. Might have to switch to a 3MB DSL and live with the fact I'll just browse the web since TWC is completely clueless on all of this.
Same issues even when using one of their modems, the trouble shooting consists of resetting the modem and that's it. Even level 3 did nothing to troubleshoot bedsides send out a tech when a modem reset didn't resolve the issue.

Be persistent. 

 

By "persistent", I mean "a big pain in the Jacobean donkey".

 

Keep a log of dates/times, NAMES, what was done.  At the beginning of your conversation, recite THE ENTIRE LOG WITH NAMES in painful detail.  This should get you up to the appropriate rung faster.  This also sends the message that you're kicking Jacobean donkey and taking names.

 

Also, BBB.

 

Yes, it should be ONE CALL and the provider takes care of business to its conclusion but this is what happens when we eat fruit we're not supposed to.


Thanks, I'm going to be doing that from now on. I usually keep just general information (dates/ times/names) but not a ton of detail. Like yesterday I called to enable our original modem, and they told me the last 4 of my social was incorrect when verifying the account. That information hasn't changed since I've been born, so I had to login to get my account number. 

Anyway, after complaining that the issue is still not resolved and telling them I will not reset my modem again to try and "fix the issue" (I mean really, after 100+ resets a week, you would think ONE more isn't going to do the trick) they put my modem on a "watchlist", whatever that means. I don't know what information is obtained during that, but if I could send them my results from (ping google.com -t) and show them the consistent spikes every 10-15 seconds on the dot, I think they might change their tune a little bit. 

 

Either way, thank you, and I will take notes more diligently to be the biggest pain in the jacobean donkey I can be =)

 

I'll keep BBB in the forefront of the back of my mind. The way this is going, someone might need to light a fire under their behinds to get things moving and resolved. If I have to sit through one more modem reset on the phone, I might bring a sign and go protest at the nearest TWC location I can find =)

Browser

Re: Consistently INCONSISTENT Internet Connectivity / Latency


@MsRaye wrote:

You should be able to get Windstreams DSL everywhere in Twinsburg, however, while I can get it, I'm at the 3 mile limit with lotsa crossed and bad pairs and can only get 3 meg service (and not guaranteed).

Twinsburg also has those 4G verizon LTE neighborhood sites up like by the HS/PD if you can handle the data cap...


Yeah, I am tempted to try DSL, but there is no way I can live with any data caps. We use our internet too frequently to be limited by that. Well, lately we TRY to use our internet!

Lead Moderator

Re: Consistently INCONSISTENT Internet Connectivity / Latency

I am sorry to hear you have had so much trouble in trying to get this resolved.

I noticed you said you were using a NetGear N450 Model No: CG3000Dv2, is 

this still the case. You mentioned however that you have used several 

different modems and had the same issue. 

 

I would be happy to look into this for you if you would like.

We would need to have you start by direct messaging us with your account

number and verification of your service address.

 

We can be reached at TWC_ForumsHelp

 

Regards,
Julia R.
^TWC-Social Media Customer Care
Moderator-Community Forums

Expert

Re: Consistently INCONSISTENT Internet Connectivity / Latency

Here are the levels you posted on the netgear:

>Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNR
1LockedQAM2564675000000 Hz-3.9 dBmV40.7 dB
2LockedQAM2561657000000 Hz-2.8 dBmV41.4 dB
3LockedQAM2562663000000 Hz-3.4 dBmV41.0 dB
4LockedQAM2563669000000 Hz-3.8 dBmV40.8 dB
5LockedQAM2565681000000 Hz-4.0 dBmV40.4 dB
6LockedQAM2566687000000 Hz-4.5 dBmV40.4 dB
7LockedQAM2567693000000 Hz-4.3 dBmV40.3 dB
8LockedQAM2568699000000 Hz-4.4 dBmV40.3 dB

<tabindex=-1>Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA185120 Ksym/sec24200000 Hz46.8 dBmV
2LockedTDMA172560 Ksym/sec19400000 Hz45.3 dBmV
3LockedATDMA195120 Ksym/sec30600000 Hz47.8 dBmV
4LockedATDMA202560 Ksym/sec37000000 Hz49.0 dBmV

 

 and here are the levels from the Arris that you just connected, they're 14-16 dB different and indicate a possible coax issue: The jumper from the wall jack to the modem....

The DS level is now over +10dBmv and can be an issue.

Locked QAM256 7 693000000 Hz 11.0 dBmV 39.4 dB 128 0
2 Locked QAM256 1 657000000 Hz 12.0 dBmV 40.3 dB 10 0
3 Locked QAM256 2 663000000 Hz 11.6 dBmV 40.2 dB 30 0
4 Locked QAM256 4 675000000 Hz 10.7 dBmV 39.5 dB 55 0
5 Locked QAM256 5 681000000 Hz 10.4 dBmV 39.0 dB 71 0
6 Locked QAM256 6 687000000 Hz 11.2 dBmV 39.8 dB 84 0
7 Locked QAM256 9 705000000 Hz 10.9 dBmV 39.4 dB 150 0
8 Locked QAM256 10 711000000 Hz 10.4 dBmV 39.0 dB 257 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 19 5120 Ksym/sec 30600000 Hz 36.7 dBmV
2 Locked TDMA 17 2560 Ksym/sec 19400000 Hz 36.7 dBmV
3 Locked ATDMA 18 5120 Ksym/sec 24200000 Hz 36.7 dBmV
4 Locked ATDMA 20 2560 Ksym/sec 37000000 Hz 36.7 dBmV

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Re: Consistently INCONSISTENT Internet Connectivity / Latency

 


@MsRaye wrote:

How far is your house from the cable pedestal you're connected to?

Also, since you're internet only, there's a cable tv trap/ filter inline at the pedestal, it may be bad.

I'm surprised the house didn't already have cable when you moved in and was trying to verify that twc didn't reuse any existing wiring, wallplates, cable.

No matter what TWC tells you, for a single device, the levels at your modem are wrong by at least a 2 way splitters worth.  They're what I see here with 200' of rg6 and a 2 way splitter

Does the cover of that pedestal come off and can you grab a picture of what's in it?  I'd consider taking the modem out there and with no extra cable, see what the levels are.

The actual levels aren't the problem but why they're not normal points to an issue.

 Really need unerrored/corrected/uncorrected counts. I have got a couple spare 8ch combo units that have wireless but are not IPv6 compatable.

 

Another question, do you have TWC phone and if so, how's it connected?

?

 Have you tried turning off IPv6?

 

 

What excuse if any does twc give you about the bad service?

 


The house is maybe 100' from the cable pedestal I'm connected to. 

 

We are internet only. 

 

The house already had internet, however, the prior owners upon leaving the house tore apart all of the connections so they had to be ripped out and the new one put in. To reiterate, we are CURRENTLY USING BRAND NEW CONNECTIONS (sorry for the caps, but some people apparently stop reading when they see "old connection" then have the scapegoat in their minds). The line coming from the pedestal to the house, and inside the house are all brand new. 

 

The connection at the pedestal looks fine (i.e. no corrosion or rust I can plainly see). 

 

** Could you elaborate a bit more on how the levels are wrong by at least a 2 way splitters worth? Does that mean we have a weak signal that is being split somewhere? 

 

I can easily take the cover off the pedestal since it is only held on by the weight of the top piece with the "lid" and a side, nothing is screwed in to prevent me from picking it up and walking away with it.

 

I can definitely take a picture of the connection, I have some already from a previous install. I can also try taking the modem out there and hooking up directly to see what the levels are. 

 

We do not have TWC phone. IPv6 has been turned off for a little over a week at this point, and doesn't seem to help. 

 

TWC has all types of excuses:

- The ethernet cables are too long (one is 25', which is obviously some kind of joke)

- It's our self-owned equipment, and not a TWC rented modem

- The spikes are temporary and we should just reset our modem more frequently

- The signals are perfeclty fine on their end, so it must be all our devices

- We are using too many devices and soaking up the bandwidth (even one device is apparently too much with all these spikes). 

 

The techs that come in the house are stumped when looking at the ping google.com -t results. Every 10-15 seconds on the dot I get spikes direclty connected. I have used a combination of different cat5, cat6 ethernet cords and same results. 

 

At this point, there has to be something beyond their knowledge under the streets, or at some other point that is causing these issues. 

Highlighted
Expert

Re: Consistently INCONSISTENT Internet Connectivity / Latency

Do you have a 2 way splitter so you can connect up both modems?

A photo of the inside of the pedestal would be appreciated.

I'm trying to verify why there was a level issue that has just cleared up with the Arris installed...

What exact model is it? (obviously an 8x4 but not a 6141 as they show total bytes.

The wall top modem cable,is this a seperate jumper? Is the center wire shiny copper and extends 1/8" beyond the nuts?

is it a new twc cable or something with molded ends.? Look at the center wire inside the nut and make sure there's not a strand of steel braid or foil touching or wrapped around the center wire.  look at the wall plate end as well.

 

 

BTW, your levels now look like what I see on new technology amplifiers and right at the pedestal, and is way too high if measured after 100' of rG6.

The DS channels have a lot higher loss as they're on higher frequencies than the Upstream ones.  US doesn't change much with length .

The 16 dB change on both indicates a serious issue out on the street.

What main road are you near? If it's off 91, that's a mess up by Heinens and nothing surprises me with cable damage