Rookie

Constant loss of internet and slow speeds

Data to post to get help from community: (it is useful to have in one place and current.)

Your location. city, state, zip. Single or multi family complex. - Rochester, NY Single Family home in residential street

  1. Services you get from TWC - Now only internet service previously was phone, internet and TV - Currently paying for extreme internet!!!
  2. Make and model of modem - Arris Surfboard SB 6141
  3. Make and model of router(s) - Apple AirPort 80
  4. Firmware level in modem (or, post modem page)

Model Name: SB6141

Vendor Name: ARRIS Group, Inc. 

Firmware Name: SB_KOMODO-1.0.7.0-SCM00-NOSH

Boot Version: PSPU-Boot(25CLK)(W) 1.0.12.18m5

Hardware Version: 8.0

Serial Number: 397185535546081401013022

Firmware Build Time: Jul 22 2016 08:13:57

  1. 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. Intermittent internet service with many outages - MAC address is correct
  2. What are your purchased speeds? What are results from Spectrum speed test. down, up, ping, jitter?  Down 4.88Mbps / Up 6.12Mbps
  3. List symptoms using a wired (not wireless) connection with date and time and any repeating pattern - Modem logs report multiple errors -  Lost MDD, DS Partial Service Fallback, No Ranging response received, SYNC timing synchronization failure, TLV-11
  4. Modem's signal, downstream and upstream, and event log pages. usually accessed at 192.168.100.1 or 192.168.0.1

Downstream Bonding Channel Value

Channel ID 5  2  3  4  6  8  9 

Frequency 555000000 Hz  537000000 Hz  543000000 Hz  549000000 Hz  561000000 Hz  573000000 Hz  579000000 Hz 

Signal to Noise Ratio 31 dB  28 dB  27 dB  28 dB  29 dB  27 dB  28 dB 

Downstream Modulation 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

-18 dBmV   -20 dBmV   -22 dBmV   -21 dBmV   -19 dBmV   -21 dBmV   -21 dBmV  

 

Upstream Bonding Channel Value

Channel ID 33  36  35  34 

Frequency 19400000 Hz  37000000 Hz  30600000 Hz  24200000 Hz 

Ranging Service ID 12785  12785  12785  12785 

Symbol Rate 2.560 Msym/sec  5.120 Msym/sec  5.120 Msym/sec  5.120 Msym/sec 

Power Level 43 dBmV  46 dBmV  46 dBmV  44 dBmV 

Upstream Modulation [3] QPSK

[2] 16QAM

  [3] QPSK

[1] 16QAM

[2] 64QAM

  [3] QPSK

[1] 16QAM

[2] 64QAM

  [3] QPSK

[1] 16QAM

[2] 64QAM

 

Ranging Status Success  Success  Success  Success 

 

Signal Stats (Codewords) Bonding Channel Value

Channel ID 5  2  3  4  6  8  9 

Total Unerrored Codewords 117067847  115343175  18135899  110013383  117005346  106814622  115728812 

Total Correctable Codewords 131  1764431  81433459  7070846  60321  10248519  1338232 

Total Uncorrectable Codewords 782  678  17531697  1357  856  3076  774 

 

Nov 20 2017 22:41:36 6-Notice N/A MDD Recovery following MDD Loss;CM-MAC=20:3d:66:0a:ab:14;CMTS-MAC=00:01:5c:77:84:62;CM-QOS=1.1;CM-VER=3.0;

Nov 20 2017 22:41:35 5-Warning T202.0 Lost MDD Timeout;CM-MAC=20:3d:66:0a:ab:14;CMTS-MAC=00:01:5c:77:84:62;CM-QOS=1.1;CM-VER=3.0;

Nov 20 2017 22:41:35 5-Warning N/A DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=20:3d:66:0a:ab:14;CMTS-MAC=00:01:5c:77:84:62;CM-QOS=1.1;CM-VER=3.0;

Nov 20 2017 22:33:54 6-Notice N/A MDD Recovery following MDD Loss;CM-MAC=20:3d:66:0a:ab:14;CMTS-MAC=00:01:5c:77:84:62;CM-QOS=1.1;CM-VER=3.0;

Nov 20 2017 22:33:52 5-Warning T202.0 Lost MDD Timeout;CM-MAC=20:3d:66:0a:ab:14;CMTS-MAC=00:01:5c:77:84:62;CM-QOS=1.1;CM-VER=3.0;

Nov 20 2017 22:33:52 5-Warning N/A DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=20:3d:66:0a:ab:14;CMTS-MAC=00:01:5c:77:84:62;CM-QOS=1.1;CM-VER=3.0;

Nov 20 2017 22:31:52 6-Notice N/A MDD Recovery following MDD Loss;CM-MAC=20:3d:66:0a:ab:14;CMTS-MAC=00:01:5c:77:84:62;CM-QOS=1.1;CM-VER=3.0;

Nov 20 2017 22:31:46 5-Warning T202.0 Lost MDD Timeout;CM-MAC=20:3d:66:0a:ab:14;CMTS-MAC=00:01:5c:77:84:62;CM-QOS=1.1;CM-VER=3.0;

Nov 20 2017 22:31:46 5-Warning N/A DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=20:3d:66:0a:ab:14;CMTS-MAC=00:01:5c:77:84:62;CM-QOS=1.1;CM-VER=3.0;

Nov 20 2017 22:21:24 5-Warning T07.0 RCS Partial Service;CM-MAC=20:3d:66:0a:ab:14;CMTS-MAC=00:01:5c:77:84:62;CM-QOS=1.1;CM-VER=3.0;

Nov 20 2017 22:21:23 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=20:3d:66:0a:ab:14;CMTS-MAC=00:01:5c:77:84:62;CM-QOS=1.1;CM-VER=3.0;

Nov 20 2017 22:21:23 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=20:3d:66:0a:ab:14;CMTS-MAC=00:01:5c:77:84:62;CM-QOS=1.1;CM-VER=3.0;

Jan 01 1970 00:00:17 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=20:3d:66:0a:ab:14;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;

Nov 20 2017 22:19:21 6-Notice N/A MDD Recovery following MDD Loss;CM-MAC=20:3d:66:0a:ab:14;CMTS-MAC=00:01:5c:77:84:62;CM-QOS=1.1;CM-VER=3.0;

Nov 20 2017 22:19:20 5-Warning T202.0 Lost MDD Timeout;CM-MAC=20:3d:66:0a:ab:14;CMTS-MAC=00:01:5c:77:84:62;CM-QOS=1.1;CM-VER=3.0;

Nov 20 2017 22:19:20 5-Warning N/A DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=20:3d:66:0a:ab:14;CMTS-MAC=00:01:5c:77:84:62;CM-QOS=1.1;CM-VER=3.0;

Nov 20 2017 22:18:54 6-Notice N/A MDD Recovery following MDD Loss;CM-MAC=20:3d:66:0a:ab:14;CMTS-MAC=00:01:5c:77:84:62;CM-QOS=1.1;CM-VER=3.0;

Nov 20 2017 22:18:54 5-Warning T202.0 Lost MDD Timeout;CM-MAC=20:3d:66:0a:ab:14;CMTS-MAC=00:01:5c:77:84:62;CM-QOS=1.1;CM-VER=3.0;

Nov 20 2017 22:18:54 5-Warning N/A DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=20:3d:66:0a:ab:14;CMTS-MAC=00:01:5c:77:84:62;CM-QOS=1.1;CM-VER=3.0;

Nov 20 2017 22:18:11 6-Notice N/A MDD Recovery following MDD Loss;CM-MAC=20:3d:66:0a:ab:14;CMTS-MAC=00:01:5c:77:84:62;CM-QOS=1.1;CM-VER=3.0;

 

  1. 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.

Pole to house into a two way splitter, then a four way splitter then through advanced residential amplifier MRA1-15 52-1000 MHz fwd /  5-42 MHz rtn

  1. 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. From cable modem direct to Apple imac
  2. Any recent or coincident changes or upgrades to your system, or any neighborhood changes. - None known

What should I be expecting from a home visit with these kinds of issues? I am guessing removal of the excess splitter since I no longer have TV and phone service. Any other advice.

9 REPLIES 9
Expert

Re: Constant loss of internet and slow speeds

REMOVE EVERYTHING!  ALL THE SPLITTERS AND THE AMPLIFIER

RUN A STRAIGHT LINE FROM THE OUTSIDE GROUNDING BLOCK TO THE MODEM. REPOST LEVELS....

THIS IS OUTA SPEC AND WON'T EVER WORK:

Signal to Noise Ratio 31 dB  28 dB  27 dB  28 dB  29 dB  27 dB  28 dB 

 

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

-18 dBmV   -20 dBmV   -22 dBmV   -21 dBmV   -19 dBmV   -21 dBmV  

 WHAT SPEED ARE YOU SUPPOSED TO GET? "EXTREME" TELLS ME NOTHING!

 50/5?

 

Rookie

Re: Constant loss of internet and slow speeds

MsRaye,

Thanks for the reply. Now here is the thing I think it should be 50mbps but nowhere on my account page can I find a definition of the speeds linked to the description on the bill.

Standard internet + extreme internet upgrade are not terms I can locate on the website.

I will update after my service call, hopefully he/she will do what you suggest.

Rookie

Re: Constant loss of internet and slow speeds

Well, this is interesting, still waiting on my tech and I just ran the speed test again (9:30am) now getting 36.53 mbps download and 6.25mbps upload. I see from the logs no additional modem issues but the signal values are essential the same. Did they do something before the tech arrives???

Is it something in the neighborhood, as in everyone went to work and got off the internet?

 

DownstreamBonding Channel Value
Channel ID
Frequency555000000 Hz 537000000 Hz 543000000 Hz 549000000 Hz 561000000 Hz 573000000 Hz 579000000 Hz 
Signal to Noise Ratio31 dB 30 dB 29 dB 28 dB 32 dB 28 dB 30 dB 
Downstream ModulationQAM256 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
-16 dBmV  -17 dBmV  -20 dBmV  -21 dBmV  -16 dBmV  -21 dBmV  -18 dBmV  

 

UpstreamBonding Channel Value
Channel ID33 36 35 34 
Frequency19400000 Hz 37000000 Hz 30600000 Hz 24200000 Hz 
Ranging Service ID12785 12785 12785 12785 
Symbol Rate2.560 Msym/sec 5.120 Msym/sec 5.120 Msym/sec 5.120 Msym/sec 
Power Level44 dBmV 46 dBmV 46 dBmV 45 dBmV 
Upstream Modulation[3] QPSK
[2] 16QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
Ranging StatusSuccess Success Success Success 

 

Signal Stats (Codewords)Bonding Channel Value
Channel ID
Total Unerrored Codewords1904257275 1897210571 1127519792 1831192592 1904058251 1788341109 1898939720 
Total Correctable Codewords6511 7093829 727500235 73086722 203257 115909264 5324114 
Total Uncorrectable Codewords1793 681 49276867 3102 1824 12508 775 
Expert

Re: Constant loss of internet and slow speeds

DS must be in te 0 to +8 dBmv range with a DS s/n of at least 34 dB , period. You like many others, are running with useless to marginal levels and from hour to hour, barely working. This slows you and everyone else on the node down. Amplifiers are BAD and should only need to be used after the modem 2 way splitter and only for less critical cable boxes . For whole house/ structured wiring,  there cannot be any open splitter ports or cables off to empty outlets. You may also have a squirell chewed outside line and have water in it and or corroded outside connectors. . But all the old stuff for extra rooms must be disconnected first...

DO NOT CANCEL THE SERVICE CALL, or let them try to, BECAUSE THIS NOW "SORTA WORKS", THIS WILL ONLY GET WORST!Woman Sad

 

Rookie

Re: Constant loss of internet and slow speeds

New signal page post tech visit, new line installed from pole to house and now only on the two way splitter but other port is terminated, (in case I want to go back to cable!!) Apparently my speed is not 50/5 but 30/?

DownstreamBonding Channel Value
Channel ID10 11 12 13 15 16 
Frequency573000000 Hz 579000000 Hz 585000000 Hz 591000000 Hz 597000000 Hz 603000000 Hz 615000000 Hz 621000000 Hz 
Signal to Noise Ratio38 dB 38 dB 38 dB 38 dB 38 dB 38 dB 38 dB 38 dB 
Downstream ModulationQAM256 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
-1 dBmV  -1 dBmV  -1 dBmV  -1 dBmV  -2 dBmV  -2 dBmV  -3 dBmV  -2 dBmV  

 

UpstreamBonding Channel Value
Channel ID33 36 35 34 
Frequency19400000 Hz 37000000 Hz 30600000 Hz 24200000 Hz 
Ranging Service ID11298 11298 11298 11298 
Symbol Rate2.560 Msym/sec 5.120 Msym/sec 5.120 Msym/sec 5.120 Msym/sec 
Power Level39 dBmV 41 dBmV 41 dBmV 40 dBmV 
Upstream Modulation[3] QPSK
[2] 16QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
Ranging StatusSuccess Success Success Success 

 

Signal Stats (Codewords)Bonding Channel Value
Channel ID10 11 12 13 15 16 
Total Unerrored Codewords35918060 35927149 35948054 35940024 35914686 35914268 35911310 35914556 
Total Correctable Codewords584 758 47 17 14 613 326 
Total Uncorrectable Codewords4707 4499 673 550 643 644 4687 2733 
Expert

Re: Constant loss of internet and slow speeds

Way better, levels now in spec, but I don't like seeing the high correctables on the 3 channels, See if those numbers don't increase much in the next 24 hours...

 

Expert

Re: Constant loss of internet and slow speeds

probably 30 or 35/5  Another non descript- obscure tier term by TWC. Spectrum has done the same.

 

Rookie

Re: Constant loss of internet and slow speeds

12 hours after visit, the numbers are as follows.

Signal Stats (Codewords)Bonding Channel Value

Channel ID10 11 12 13 15 16 
Total Unerrored Codewords1793146205 1793155293 1793176198 1793168169 1793142846 1793142412 1793139546 1793142784 
Total Correctable Codewords584 758 47 17 14 613 326 
Total Uncorrectable Codewords4707 4499 673 550 643 644 4687 2733 
Highlighted
Expert

Re: Constant loss of internet and slow speeds

looks like you had a bad connection allowing ingress from local TV ch's 31,32,38,39.. I think it's fixed as the uncorrecteds haven't increased. See if there's a reset FEC that will zero those counts out.