Rookie

Intermittent Slow Downs and Dropped Connection

Hi,

I live in Driftwood, Tx (78619).  I am paying for 200 mbps down and 20 mps up.  I have been having connectivity issues for several months now.  I had a Motorola MB7420 cable modem.  My router is a Netgear N900. Called Mortorola tech support, they said the upstream power levels were low.  A Time Warner Technician came out and put in a new drop from street to house and put in a new cable from wall to modem.  But, was still having intermittent issues.  

 

During day seemed to work fine and got expected speeds, but then in evenings would slow down to point of being unusable (100 kbs).  TW tech said it could be issue with modem.  So I replaced with a Netgear CM600 (I have 30 days to return it) to see if that could be the issue.  Unfortunately, that did not fix the problem.  When connection slows down to point of being unusable, resetting modem to factory setting, fixes the problem for a while. Then after a day or so, the connection slows down again and connection drops intermittently.  Here is info from last few days since new modem was installed (before factory reset):

 

CONNECTION INFO


Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 507000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv6 only

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 8 507000000 Hz 1.7 dBmV 41.6 dB 0 0
2 Locked QAM256 2 471000000 Hz 2.4 dBmV 43.8 dB 1 0
3 Locked QAM256 3 477000000 Hz 2.0 dBmV 43.5 dB 0 0
4 Locked QAM256 4 483000000 Hz 1.7 dBmV 43.3 dB 0 0
5 Locked QAM256 5 489000000 Hz 1.7 dBmV 43.2 dB 0 0
6 Locked QAM256 6 495000000 Hz 1.9 dBmV 43.4 dB 0 0
7 Locked QAM256 7 501000000 Hz 1.9 dBmV 43.1 dB 0 0
8 Locked QAM256 1 465000000 Hz 2.2 dBmV 43.6 dB 46 0
9 Locked QAM256 9 513000000 Hz 1.8 dBmV 43.1 dB 0 0
10 Locked QAM256 10 519000000 Hz 1.7 dBmV 43.0 dB 0 0
11 Locked QAM256 11 525000000 Hz 1.3 dBmV 42.6 dB 0 0
12 Locked QAM256 12 531000000 Hz 1.3 dBmV 42.6 dB 0 0
13 Locked QAM256 13 537000000 Hz 0.9 dBmV 42.2 dB 0 0
14 Locked QAM256 14 543000000 Hz 0.6 dBmV 41.8 dB 0 0
15 Locked QAM256 15 549000000 Hz 0.5 dBmV 41.9 dB 0 0
16 Locked QAM256 16 555000000 Hz 0.1 dBmV 41.3 dB 1 0
17 Locked QAM256 17 561000000 Hz -0.2 dBmV 41.9 dB 0 0
18 Locked QAM256 18 567000000 Hz -0.6 dBmV 41.4 dB 0 0
19 Locked QAM256 19 573000000 Hz -0.9 dBmV 41.4 dB 0 0
20 Locked QAM256 20 579000000 Hz -1.1 dBmV 40.9 dB 0 0
21 Locked QAM256 21 585000000 Hz -1.0 dBmV 40.9 dB 0 0
22 Locked QAM256 22 591000000 Hz -1.3 dBmV 40.8 dB 0 0
23 Locked QAM256 23 597000000 Hz -1.3 dBmV 40.7 dB 0 0
24 Locked QAM256 24 603000000 Hz -1.3 dBmV 40.4 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 2 5120 Ksym/sec 23900000 Hz 38.5 dBmV
2 Locked TDMA 1 2560 Ksym/sec 19000000 Hz 37.5 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 30400000 Hz 40.0 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 36900000 Hz 39.3 dBmV

 

ERROR LOG

 

Time Priority Description
2017-01-19, 10:33:36 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:17:10:91:9a:83;CM-QOS=1.1;CM-VER=3.0;
2017-01-19, 10:33:36 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:17:10:91:9a:83;CM-QOS=1.1;CM-VER=3.0;
2017-01-19, 10:33:21 Notice (6) Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
2017-01-19, 10:33:12 Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:17:10:91:9a:83;CM-QOS=1.1;CM-VER=3.0;
2017-01-19, 10:33:12 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:17:10:91:9a:83;CM-QOS=1.1;CM-VER=3.0;
2017-01-19, 10:33:12 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:17:10:91:9a:83;CM-QOS=1.1;CM-VER=3.0;
2017-01-19, 10:33:07 Notice (6) Honoring MDD; IP provisioning mode = IPv4
2017-01-19, 10:33:01 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-01-19, 10:30:49 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-01-19, 10:30:48 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-01-19, 10:30:47 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-01-19, 10:30:46 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-01-19, 10:27:22 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-01-19, 10:27:20 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:17:10:91:9a:83;CM-QOS=1.1;CM-VER=3.0;
2017-01-19, 10:27:20 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:17:10:91:9a:83;CM-QOS=1.1;CM-VER=3.0;
2017-01-19, 10:27:18 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:17:10:91:9a:83;CM-QOS=1.1;CM-VER=3.0;
2017-01-19, 10:27:18 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:17:10:91:9a:83;CM-QOS=1.1;CM-VER=3.0;
2017-01-19, 10:27:16 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:17:10:91:9a:83;CM-QOS=1.1;CM-VER=3.0;
2017-01-19, 10:27:16 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:17:10:91:9a:83;CM-QOS=1.1;CM-VER=3.0;
2017-01-19, 10:26:59 Warning (5) MDD message timeout;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:17:10:91:9a:83;CM-QOS=1.1;CM-VER=3.0;
2017-01-19, 10:26:58 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:17:10:91:9a:83;CM-QOS=1.1;CM-VER=3.0;
2017-01-18, 13:48:45 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:17:10:91:9a:83;CM-QOS=1.1;CM-VER=3.0;
2017-01-17, 13:59:07 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:17:10:91:9a:83;CM-QOS=1.1;CM-VER=3.0;
2017-01-17, 13:59:07 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:17:10:91:9a:83;CM-QOS=1.1;CM-VER=3.0;
2017-01-17, 13:58:53 Notice (6) Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
2017-01-17, 13:58:43 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:17:10:91:9a:83;CM-QOS=1.1;CM-VER=3.0;
2017-01-17, 13:58:43 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=b0:7f:b9:32:16:40;CMTS-MAC=00:17:10:91:9a:83;CM-QOS=1.1;CM-VER=3.0;

4 REPLIES 4
Expert

Re: Intermittent Slow Downs and Dropped Connection

Don't reset the modem , paste the signal level page again, need to see if anything has changed.

I suspect something in one of your devices hoarding bandwidth, lik cloud, sync. dropbox, onedrive or the Win 10 peer to peer upgrade fiasco that borders on illegal.

 

Rookie

Re: Intermittent Slow Downs and Dropped Connection

You were right Ms Raye.  Took a lot of troubleshooting to narrow down the device that was causing the issue.  Turns out it was our HP Envy 4520 printer.  But it wasn't a bandwidth issue. Not exactly sure what the issue was, but I can tell you how I fixed it.  Hopefully this helps someone, because it consumed a ton of my time on phone calls with TW and Motorolla, plus two technician visits ...

 

I have three Netgear WNDR 4500 routers in my setup, only one of which is set up as DHCP server and router and it is directly connected to cable modem.  The other two are configured as wireless repeaters (all three on different channels, no routing) located in other parts of the house; both are hard wired directly to the main router.  The HP Envy printer was connected wirelessly to one of the repeaters, which happened to be sitting right next to the printer.  Post fact, after reading the HP Envy docs, they indicate that the router be at least 6 feet away.

 

When the printer  was connected to the repeater, our connection would slow to the point of being unuseable. As a test, I blocked the printer from receiving an IP address on router, but problem still occured.  I would run the time warner speed test on a device that was wired directly to the main router (which indicates to me that it was not a wireless LAN issue) and test would start out at 200+ mbps and then two thirds of the way through the test, it would slow to a crawl and never complete.  We still had connectivity, but the connection would appear to drop and hang, and while it would work it was very slow.  My fix, before I realized it was an issue with the printer, was to reboot the cable modem and reset all the routers. The connection would work fine for better part of day and then same symptoms.

 

The Fix:  changed HP Envy printer to connect wirelessly (it has no ethernet port) to the main router, which is in a different room, instead of the repeater.   Problem solved.  The connection has been trouble free for several days now.  Hallelujah (fingers crossed).

 

Not applicable

Re: Intermittent Slow Downs and Dropped Connection

our TWC UBEE modem that we pay $10/month for does the same thing!  At approximately 11:30pm the internet drops and netflix will cut out.  

Proven Sharer

Re: Intermittent Slow Downs and Dropped Connection

@ewilliams -
Please don't highjack another user's thread with your separate issue. You need to call TWC to come out at 11:30 PM to witness the speed decrease and eventual dropout.