My Internet connection is dropping regulary - at least every few hours and sometimes every 15 minutes. Occaisionally, I'll race upstairs and find the modem has lost connection, but sometimes I can't get there to check... I don't see anything in the logs that indicates a problem (to me) and I've had multiple calls with Support but nothing ever resolves it. I'd love the community's feedback/help with this.
Information |
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Standard Specification Compliant | DOCSIS 3.0 |
Hardware Version | V1.0 |
Software Version | 5345-5.5.10.6 |
Cable Modem MAC Address | 94:fb:b2:9e:51:98 |
Cable Modem Serial Number | 9e5198 |
CM certificate | Installed |
| 5.5.10mp3 |
Status |
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System Up Time | 2 days 01h:59m:40s |
Network Access | Allowed |
Cable Modem IP Address | fe80::96fb:b2ff:fe9e:5198/64 |
Los Angeles, CA, USA (INTERNAP) | d4 | 1.27 Mb/s | 219.9±94.2ms | 79.3% | 4 |
Los Angeles 2, CA, USA (webnx) | d2 | 23.84 Mb/s | 81.4±12.2ms | 1.3% | 239 |
San Jose, USA (softlayer) | d5 | 1.84 Mb/s | 67.1±25ms | 14.9% | 74 |
Fremont, CA, USA (linode) | d6 | 3.56 Mb/s | 84.6±27.7ms | 16.1% | 71 |
San Jose, USA (softlayer) | u1 | 2.52 Mb/s | 55±11ms | - | 83 |
Startup Procedure |
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Procedure | Status | Comment |
Acquire Downstream Channel | 567000000 Hz | Locked |
Connectivity State | OK | Operational |
Boot State | OK | Operational |
Configuration File | OK | ?BiABGZgIgBAAAAAAAAAAAESU+7KeUZgmBeAADAcAFDib9Hb0FbBM@AAAAAGrz7vn8WSKXcYQUPa3UE00WJ_7_ |
Security | Enabled | BPI+ |
Downstream Bonded Channels |
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Channel | Lock Status | Modulation | Channel ID | Frequency | Power | SNR | Correctables | Uncorrectables |
1 | Locked | QAM256 | 9 | 567000000 Hz | 1.2 dBmV | 44.6 dB | 80 | 408 |
2 | Locked | QAM256 | 10 | 573000000 Hz | 1.0 dBmV | 44.6 dB | 105 | 340 |
3 | Locked | QAM256 | 11 | 579000000 Hz | 0.7 dBmV | 44.5 dB | 71 | 295 |
4 | Locked | QAM256 | 12 | 585000000 Hz | 0.5 dBmV | 43.9 dB | 111 | 470 |
5 | Locked | QAM256 | 13 | 591000000 Hz | 0.4 dBmV | 43.8 dB | 109 | 455 |
6 | Locked | QAM256 | 14 | 597000000 Hz | 0.3 dBmV | 43.9 dB | 98 | 370 |
7 | Locked | QAM256 | 15 | 603000000 Hz | 0.1 dBmV | 43.9 dB | 57 | 287 |
8 | Locked | QAM256 | 18 | 621000000 Hz | -0.6 dBmV | 43.3 dB | 99 | 369 |
Total Correctables | Total Uncorrectables |
730 | 2994 |
Upstream Bonded Channels |
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Channel | Lock Status | US Channel Type | Channel ID | Symbol Rate | Frequency | Power |
1 | Locked | ATDMA | 76 | 5120 Ksym/sec | 37000000 Hz | 43.0 dBmV |
2 | Not Locked | Unknown | 0 | 0 Ksym/sec | 0 Hz | 0.0 dBmV |
3 | Not Locked | Unknown | 0 | 0 Ksym/sec | 0 Hz | 0.0 dBmV |
4 | Not Locked | Unknown | 0 | 0 Ksym/sec | 0 Hz | 0.0 dBmV |
CM IP Address | Duration | Expires |
fe80::96fb:b2ff:fe9e:5198/64 | D: 24896 H: 02 M: 38 S: 16 | Mon May 14 20:16:56 2018 |
Solved! Go to Solution.
Here's the rest of the info:
Mon May 14 18:21:41 2018 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - ... |
Mon May 14 10:14:42 2018 | Error (4) | Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:... |
Mon May 14 10:14:42 2018 | Error (4) | Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:... |
Mon May 14 10:14:30 2018 | Notice (6) | Overriding MDD IP initialization parameters; IP provisioning ... |
Mon May 14 10:14:26 2018 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=94:fb:b2:9e... |
Mon May 14 10:14:15 2018 | Error (4) | Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:... |
Mon May 14 10:14:15 2018 | Error (4) | Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:... |
Mon May 14 10:14:04 2018 | Notice (6) | Overriding MDD IP initialization parameters; IP provisioning ... |
Mon May 14 10:14:01 2018 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=94:fb:b2:9e... |
Mon May 14 10:13:51 2018 | Error (4) | Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:... |
Mon May 14 10:13:51 2018 | Error (4) | Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:... |
Mon May 14 10:13:37 2018 | Notice (6) | Overriding MDD IP initialization parameters; IP provisioning ... |
Mon May 14 10:13:35 2018 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=94:fb:b2:9e... |
Mon May 14 10:13:25 2018 | Error (4) | Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:... |
Mon May 14 10:13:25 2018 | Error (4) | Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:... |
Mon May 14 10:13:11 2018 | Notice (6) | Overriding MDD IP initialization parameters; IP provisioning ... |
Mon May 14 10:13:08 2018 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=94:fb:b2:9e... |
Mon May 14 10:12:59 2018 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Un... |
Mon May 14 10:07:34 2018 | Error (4) | Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:... |
Mon May 14 10:07:34 2018 | Error (4) | Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:... |
Mon May 14 10:07:21 2018 | Notice (6) | Overriding MDD IP initialization parameters; IP provisioning ... |
Mon May 14 10:07:10 2018 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Un... |
Mon May 14 10:05:11 2018 | Error (4) | Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:... |
Mon May 14 10:05:11 2018 | Error (4) | Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:... |
Mon May 14 10:04:55 2018 | Notice (6) | Overriding MDD IP initialization parameters; IP provisioning ... |
Mon May 14 10:04:52 2018 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=94:fb:b2:9e... |
Mon May 14 10:04:43 2018 | Error (4) | Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:... |
Mon May 14 10:04:43 2018 | Error (4) | Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:... |
Mon May 14 10:04:27 2018 | Notice (6) | Overriding MDD IP initialization parameters; IP provisioning ... |
Mon May 14 10:04:22 2018 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=94:fb:b2:9e... |
Mon May 14 10:04:09 2018 | Error (4) | Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=94:fb:... |
Mon May 14 10:04:09 2018 | Error (4) | Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=94:fb:.. |
Your modem reported that it only has ONE upstream channel functioning instead of all four. I would recommend that you call the tech help line and ask them to reset and reprogram your modem. They should first ask you to verify the MAC ID of your modem, so have that 12 digit code written down and handy when you call in. If the MAC ID on your Spectrum account file doesn't match, your box will be programmed improperly andfyou'll go through this again.
Thank you for the response. I just spent 30 minutes on the phone with Spectrum support and made 0 progress. They said they don't reset/reprogram non-Spectrum own modems. I tried to explain the issue with the Upstream Channles to her, but her and her supervisor thought I was talking about opening ports. Tried to get to Tier 2 support, but was told they don't have any.
Any suggestions?
Thanks,
Tim
OK, this shows that both the calltaker and her supervisor need some additional training. Call in again, but this time tell them you want to register your NEW customer-owned modem. Give them the 12-digit MAC ID number (it should match what is already on file) and tell them which speed tier you are already paying for. If they complain that you are already getting that service, tell them your "new" modem isn't working and they need to reset it from their end.
You might also try going to your My Account page, click on the Equipment tab, then Internet from the drop down to bring up your connected modem. Click the Refresh Status link.
This might work, especially if you keep getting reps that don't know what they're doing.
Update:
Called Customer Support last night and while trying to have them "add the new modem" as suggested in one of the other replies, the rep. noticed that not all the upstream channels were connected. She scheduled a truck for tomorrow, so I'm hoping that I can talk to the technician and find out whats really going on.
Will update after the visit.
Thanks,
Tim
Please do let us know how the appointment goes. We can review
the connection after that with information from the modem.
Look forward to hearing from you!
Regards,
Julia R.
Spectrum-Social Media Customer Care
Lead Moderator-Community Forums
Update: The Tech was on-time and called before his arrival (much appreciated). I showed him my modem status page (with only one upstream channel binded) and he started outside the house. Basically he ended up:
1) Removing an attenuator (where the signal enters the house) that a previous had put on the line. He said signal strength at the street was good, but the attenuator was reducing it. He was able to check the recent power levels through an ap on his phone and saw that the SNR(?) had been peaking at 52 dB.
2) Replaced the cable from the street to the house as a precaution as I commented that I noticed the issues more so when the weather was warm. He didn;t find any physical damage to it, but felt it was a good precaution.
3) He was going to call the Maintanence dept. to have them look at the splitter at the street as it looks like some corrosion on the top of it. Curious to see what the community thinks: https://imgur.com/a/pcTRgIQ
I also noticed that prior to his visit, the modem was reporting 2852 total correctables and 2588 total UNcorrectables. After the visit and a modem reboot, I'm showing 1 correctable and 0 uncorrectables.
Power levels are currently around 43dB SNR downstream and power upstream is between 31.5 dBmV and 36.3
So I'm keeping an eye on it and so far....I've not had any weird disruptions, although the weather is cooler than usual.
Thanks,
Tim
That splitter looks like its been submerged in water a few too many times.