Constant Connection Issues -

[redblotch83]

Good Morning! 

I live in Tarzna, CA.  I have spectrum cable internet.  300 mbps down, 25 mbps up.   We have 1 line coming in from the street that is then routed to a connection box with 1 connector and ground.  That line then goes  into the attic with no splitters right into the back of the modem.  I have checked all of the connections to ensure that they are tight.  Usually I get 350 down with a ping in the 11-17 range, but recently things have been very slow requiring multiple modem restarts throughout the day.  And even with a restart, the speeds are very slow (under 10mbps down).  The one interesting thing is that the upload speed stays fairly consistant.  In the 20-25 mbps range. 

I have Motorola MB7621 modem connected to a Netgear Orbi RBR50 router with 1 satellite.

I will post logs in a reply as it's saying my message count is too high. 

[redblotch83]

Here are the most recent logs:

Time	Priority	Description
Thu Oct 17 03:57:17 2019	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:5d:30:eb;CMTS-MAC=00:01:5c:68:10:57;CM-QOS=1.1;CM-VER=3.0;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=00:40:36:5d:30:eb;CMTS-MAC=00:01:5c:68:10:57;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	TFTP failed - configuration file NOT FOUND;CM-MAC=00:40:36:5d:30:eb;CMTS-MAC=00:01:5c:68:10:57;CM-QOS=1.0;CM-VER=3.0;
Thu Oct 17 07:20:18 2019	Critical (3)	Resetting the cable modem due to docsDevResetNow
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=00:40:36:5d:30:eb;CMTS-MAC=00:01:5c:68:10:57;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Notice (6)	Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
Thu Oct 17 07:21:10 2019	Error (4)	Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=00:40:36:5d:30:eb;CMTS-MAC=00:01:5c:68:10:57;CM-QOS=1.1;CM-VER=3.0;
Thu Oct 17 07:21:10 2019	Error (4)	Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=00:40:36:5d:30:eb;CMTS-MAC=00:01:5c:68:10:57;CM-QOS=1.1;CM-VER=3.0;
Thu Oct 17 08:36:18 2019	Warning (5)	MDD message timeout;CM-MAC=00:40:36:5d:30:eb;CMTS-MAC=00:01:5c:68:10:57;CM-QOS=1.1;CM-VER=3.0;
Thu Oct 17 08:36:39 2019	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:5d:30:eb;CMTS-MAC=00:01:5c:68:10:57;CM-QOS=1.1;CM-VER=3.0;
Thu Oct 17 08:46:32 2019	Warning (5)	MDD message timeout;CM-MAC=00:40:36:5d:30:eb;CMTS-MAC=00:01:5c:68:10:57;CM-QOS=1.1;CM-VER=3.0;
Thu Oct 17 08:46:44 2019	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:5d:30:eb;CMTS-MAC=00:01:5c:68:10:57;CM-QOS=1.1;CM-VER=3.0;
Thu Oct 17 09:20:48 2019	Warning (5)	MDD message timeout;CM-MAC=00:40:36:5d:30:eb;CMTS-MAC=00:01:5c:68:10:57;CM-QOS=1.1;CM-VER=3.0;

[redblotch83]

And here is the connection info:

Startup Step	Status	Comment
Acquire Downstream Channel	531000000 Hz	Locked
Upstream Connection	OK	Operational
Boot State	OK	Operational
Configuration File	OK	?BiABGZgIgBAAAAAAAAAAAEEAQDZdMOsmBeAADAcACGjvcu5CpusD@AAAAABlfeTJTwhaGNqEjgfY_UvaMCH_r
Security	Enabled	BPI+

Connection Status

System Up Time 0 days 02h:25m:37s      Network Access Allowed

Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected 1 Locked QAM256 3 531.0 -3.3 38.9 25177643 100403 2 Locked QAM256 2 525.0 -3.4 39.0 21756240 74046 3 Locked QAM256 4 537.0 -3.3 38.8 27473994 122287 4 Locked QAM256 5 543.0 -3.3 38.7 30040343 149189 5 Locked QAM256 6 549.0 -3.3 38.6 32491753 179679 6 Locked QAM256 7 555.0 -3.4 38.5 35278691 219081 7 Locked QAM256 8 561.0 -3.4 38.4 39066092 272515 8 Locked QAM256 9 567.0 -3.4 38.2 43024235 350291 9 Locked QAM256 10 573.0 -3.4 38.0 46996530 430414 10 Locked QAM256 11 579.0 -3.5 37.8 50761099 520783 11 Locked QAM256 12 585.0 -3.6 37.6 55027675 629277 12 Locked QAM256 13 591.0 -3.9 37.3 59664667 773983 13 Locked QAM256 14 597.0 -4.1 37.2 64866720 951422 14 Locked QAM256 15 603.0 -3.9 37.2 69669891 1127179 15 Locked QAM256 16 609.0 -4.0 37.1 75576471 1383586 16 Locked QAM256 17 615.0 -4.2 36.9 80253609 1621048 17 Locked QAM256 21 639.0 -5.5 36.4 107823374 10843066 18 Locked QAM256 22 645.0 -5.7 36.1 108801981 9833407 19 Locked QAM256 23 651.0 -5.9 36.7 110094835 8976331 20 Locked QAM256 26 669.0 -6.6 36.1 111243715 5870646 21 Locked QAM256 28 681.0 -6.7 36.0 109662466 4053124 22 Locked QAM256 1 693.0 -6.8 35.8 107369237 2934173 23 Locked QAM256 30 699.0 -6.8 36.0 106474806 2613083 24 Locked QAM256 31 705.0 -6.9 36.0 105287004 2295313 Total             1623883071 56324326

Upstream Bonded Channels

Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV) 1 Locked ATDMA 42 5120 24.2 47.3 2 Locked ATDMA 41 5120 17.8 46.0 3 Locked ATDMA 43 5120 30.6 47.5 4 Locked ATDMA 44 5120 37.0 47.8 5 Not Locked Unknown 0 0 0 0.0 6 Not Locked Unknown 0 0 0 0.0 7 Not Locked Unknown 0 0 0 0.0 8 Not Locked Unknown 0 0 0 0.0

Any advice or help would be greatly appreciated!

Thanks

[UnknownComic]

Also, your ORBI router if you have it wired for wired backhaul will corrupt the signal and degrade it.  You cannot seem to have ORBI router hard wired.  The ORBI is downgrading it likely

[UnknownComic]

I also assume that you do not have the  modem as a combination modem/router set to continue with wireless also?  Have you tried connecting hard wired direct to modem to test speed without wireless?

[reds91185]

The MB7621 is not a combo unit so there is no double nat situation here. Also just telling someone to switch providers does not address the problem.

It's possible that the main line from the pedestal/pole/street is compromised somehow...hungry squirrels, pooling water, etc. You show a large amount of corrected/uncorrecteds for being up for only 2.5 hours.

[redblotch83]

I've thought that as well, but I have inspected the line all the way to the street and don't see any issues like that.   The issue is just so strange.  With no changes in internet traffic, the speeds are back up to 350 right now.  I guess if it was a bad connection somewhere, the wind might blow causing the connection to be bad and then wind blows again and it reseats the connection.  The only kicker seems to be that the upload speeds never go down.  They stay fairly consistant.  I would think if there was a bad connection I would see both upload and download speeds rising or falling in tandem.  

[RAIST5150]

Downstream SNR not so hot, especially with signal levels on the negative side. A lot dipping below 38... down to just under 36.

Seems like some noise may be creeping in somewhere.

[James_M]

@redblotch83 , 

@RAIST5150 is correct, the SNR levels are out of range.  We suggest  a service call to get the signal issues addressed.  

[karlbeckman]

When you open a home service ticket, be sure to tell them that your modem is reporting VERY high numbers of both corrected and uncorrectible packet errors on all channels.  It almost looks like there is an unterminated length of coax connected to a splitter port, which would allow external noise & signals into your modem.  That scenario could also be at a neighbor's home if they share the same mainline splitter out on a pole.