Spectator

Intermittent Speed Drops/SB6141

My area was recently upgraded to TWC Maxx. Most of the time it works great, getting my plan speed or better. But 1-3 times a day it will drop down to 1-2Mb service. When I look at the signal page when this is happening, I will generally see at least one channel on the downstream showing 0 power. The logs usually show several "DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode" and "Lost MDD Timeout" messages.

 

The issue will sometimes fix itself in a few minutes, but usually needs a modem reboot to correct. I did not have these issues before Maxx came to our area.

 

I called TWC to talk to them about it and they suggested:

 

1) I take the splitter out of line in the service box (a TWC tech that came by a little over a month ago put this in for some reason). I did this, and while it gave me more power on my channels and seems to have helped with the frequency, the issue is still occurring.

 

2) I update the firmware on my modem (which I own). Research seems to indicate this isn't something I can do myself. I also think I'm running the latest based on other user's results.

 

I am probably going to end up calling TWC next week to get them to send a tech out, but I wanted to run my data past the community to see if there was any insight into the issue I could have when I talk to them again. Here's my data:

 

  1. Location: Huntersville, NC 28078. Single home.
  2. Plan: I'm on Earthlink high speed provided by TWC. My plan is 50/5.
  3. Modem: Surfboard SB 6141.
  4. Router: Asus RT-N66R.
  5. Modem Firmware: Will post below.
  6. Confirm modem is Online. Modem shows online, but for some reason is showing up as a Comsonics Router (with the correct MAC address). TWC is definitely aware I have an SB6141.
  7. 50/5. During normal operation I get well above this. Pings are in the low 30s. During the dropouts, I get 1-3Mb downstream.
  8. List symptoms: Mentioned above. No repeating time or patterns.
  9. Modem's signal: Will post below.
  10. Description of your cable wiring from street. The line goes into a service box on the back of the house. My only service is internet, so this line connects to the grounding block -> coax line into house -> wall plate -> coax line to modem. No splits occur. 
  11. Description of ethernet network: Not really applicable, but cable modem feeds router, router feeds both wired and wireless clients. Most of the wiring is either Cat5e or Cat6.
  12. Any recent or coincident changes or upgrades to your system: As mentioned above, Maxx was switched on about 3 weeks ago.
  13. Run pathping (windows command) targeting a site that demonstrates problem: I have not done this, but I'm fairly sure its n/a. If necessary I'll run when the issue next occurs.
  14. Mention if you only have connection problems while streaming movies/other or playing games: No pattern of when it happens. It's occurred while browsing and streaming movies.
  15. Are any background tasks running that upload or download data automatically? Nothing during the slowdown times.

Firmware:

Model Name: SB6141
Vendor Name: Motorola
Firmware Name: SB_KOMODO-1.0.6.14-SCM01-NOSH
Boot Version: PSPU-Boot(25CLK) 1.0.12.18m3
Hardware Version: 7.0
Serial Number: 374781328820946209020022
Firmware Build Time: Mar 6 2014 15:23:55

 

 

Signal page during issue:

Downstream

Bonding Channel Value

Channel ID

11 

Frequency

555000000 Hz 

573000000 Hz 

591000000 Hz 

597000000 Hz 

603000000 Hz 

615000000 Hz 

Signal to Noise Ratio

35 dB 

36 dB 

36 dB 

35 dB 

35 dB 

25 dB 

Downstream Modulation

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

11 dBmV  

12 dBmV  

12 dBmV  

12 dBmV  

12 dBmV  

0 dBmV  

 

Upstream

Bonding Channel Value

Channel ID

Frequency

24200000 Hz 

19400000 Hz 

30600000 Hz 

37000000 Hz 

Ranging Service ID

230 

230 

230 

230 

Symbol Rate

5.120 Msym/sec 

2.560 Msym/sec 

5.120 Msym/sec 

2.560 Msym/sec 

Power Level

33 dBmV 

33 dBmV 

34 dBmV 

35 dBmV 

Upstream Modulation

[3] QPSK
[1] 16QAM
[2] 64QAM
 

[3] QPSK
[2] 16QAM
 

[3] QPSK
[1] 16QAM
[2] 64QAM
 

[3] QPSK
[3] 16QAM
 

Ranging Status

Success 

Success 

Success 

Success 

 

Signal Stats (Codewords)

Bonding Channel Value

Channel ID

Total Unerrored Codewords

5941052015 

5544337309 

5663658365 

5663708716 

5650174122 

Total Correctable Codewords

114 

150 

98 

65 

104 

Total Uncorrectable Codewords

1318 

6055 

5901 

6031 

7542 

 

Signal page during normal operation (little odd it's only showing 5 channels downstream right now, most of the time it's 8 I think):

DownstreamBonding Channel Value
Channel ID
Frequency555000000 Hz 573000000 Hz 591000000 Hz 597000000 Hz 603000000 Hz 
Signal to Noise Ratio35 dB 37 dB 37 dB 36 dB 36 dB 
Downstream ModulationQAM256 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
12 dBmV  12 dBmV  12 dBmV  12 dBmV  13 dBmV  

 

UpstreamBonding Channel Value
Channel ID
Frequency24200000 Hz 19400000 Hz 30600000 Hz 37000000 Hz 
Ranging Service ID230 230 230 230 
Symbol Rate5.120 Msym/sec 2.560 Msym/sec 5.120 Msym/sec 2.560 Msym/sec 
Power Level33 dBmV 33 dBmV 34 dBmV 35 dBmV 
Upstream Modulation[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[2] 16QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[3] 16QAM
 
Ranging StatusSuccess Success Success Success 

 

Signal Stats (Codewords)Bonding Channel Value
Channel ID
Total Unerrored Codewords6043154184 5646439484 5765760549 5765810951 5752276432 
Total Correctable Codewords114 150 98 65 104 
Total Uncorrectable Codewords1318 6055 5901 6031 7542 

 

Log page:

Time

Priority

Code

Message

Nov 14 2015 10:27:36

5-Warning

T202.0

Lost MDD Timeout;CM-MAC=30:60:23:cd:02:63;CMTS-MAC=00:17:10:8c:45:c7;CM-QOS=1.1;CM-VER=3.0;

Nov 14 2015 10:27:36

5-Warning

N/A

DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=30:60:23:cd:02:63;CMTS-MAC=00:17:10:8c:45:c7;CM-QOS=1.1;CM-VER=3.0;

Nov 14 2015 10:27:36

5-Warning

T202.0

Lost MDD Timeout;CM-MAC=30:60:23:cd:02:63;CMTS-MAC=00:17:10:8c:45:c7;CM-QOS=1.1;CM-VER=3.0;

Nov 14 2015 10:27:36

5-Warning

N/A

DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=30:60:23:cd:02:63;CMTS-MAC=00:17:10:8c:45:c7;CM-QOS=1.1;CM-VER=3.0;

Nov 14 2015 10:27:36

5-Warning

T202.0

Lost MDD Timeout;CM-MAC=30:60:23:cd:02:63;CMTS-MAC=00:17:10:8c:45:c7;CM-QOS=1.1;CM-VER=3.0;

Nov 14 2015 10:27:36

5-Warning

N/A

DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=30:60:23:cd:02:63;CMTS-MAC=00:17:10:8c:45:c7;CM-QOS=1.1;CM-VER=3.0;

Nov 12 2015 23:30:15

3-Critical

R02.0

No Ranging Response received - T3 time-out;CM-MAC=30:60:23:cd:02:63;CMTS-MAC=00:17:10:8c:45:c7;CM-QOS=1.1;CM-VER=3.0;

Nov 12 2015 22:22:27

6-Notice

I401.0

TLV-11 - unrecognized OID;CM-MAC=30:60:23:cd:02:63;CMTS-MAC=00:17:10:8c:45:c7;CM-QOS=1.1;CM-VER=3.0;

Nov 12 2015 22:22:27

5-Warning

Z00.0

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=30:60:23:cd:02:63;CMTS-MAC=00:17:10:8c:45:c7;CM-QOS=1.1;CM-VER=3.0;

Jan 01 1970 00:00:15

6-Notice

N/A

Cable Modem Reboot from GUI/Configuration page ;CM-MAC=30:60:23:cd:02:63;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;

Nov 12 2015 20:35:04

5-Warning

T202.0

Lost MDD Timeout;CM-MAC=30:60:23:cd:02:63;CMTS-MAC=00:17:10:8c:45:c7;CM-QOS=1.1;CM-VER=3.0;

Nov 12 2015 20:35:04

5-Warning

N/A

DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=30:60:23:cd:02:63;CMTS-MAC=00:17:10:8c:45:c7;CM-QOS=1.1;CM-VER=3.0;

Nov 12 2015 18:16:38

5-Warning

T202.0

Lost MDD Timeout;CM-MAC=30:60:23:cd:02:63;CMTS-MAC=00:17:10:8c:45:c7;CM-QOS=1.1;CM-VER=3.0;

Nov 12 2015 18:16:38

5-Warning

N/A

DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=30:60:23:cd:02:63;CMTS-MAC=00:17:10:8c:45:c7;CM-QOS=1.1;CM-VER=3.0;

Nov 12 2015 18:16:38

5-Warning

T202.0

Lost MDD Timeout;CM-MAC=30:60:23:cd:02:63;CMTS-MAC=00:17:10:8c:45:c7;CM-QOS=1.1;CM-VER=3.0;

Nov 12 2015 18:16:38

5-Warning

N/A

DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=30:60:23:cd:02:63;CMTS-MAC=00:17:10:8c:45:c7;CM-QOS=1.1;CM-VER=3.0;

Nov 12 2015 10:29:14

6-Notice

I401.0

TLV-11 - unrecognized OID;CM-MAC=30:60:23:cd:02:63;CMTS-MAC=00:17:10:8c:45:c7;CM-QOS=1.1;CM-VER=3.0;

Nov 12 2015 10:29:14

5-Warning

Z00.0

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=30:60:23:cd:02:63;CMTS-MAC=00:17:10:8c:45:c7;CM-QOS=1.1;CM-VER=3.0;

Jan 01 1970 00:00:15

6-Notice

N/A

Cable Modem Reboot due to T4 timeout ;CM-MAC=30:60:23:cd:02:63;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;

Nov 12 2015 10:28:14

3-Critical

R04.0

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=30:60:23:cd:02:63;CMTS-MAC=00:17:10:8c:45:c7;CM-QOS=1.1;CM-VER=3.0;

 

16 REPLIES 16
Expert

Re: Intermittent Speed Drops/SB6141

TMI...Robot wink

 

You have a simple case of broadcast tv signal ingress, make sure all connections are shiny and tight, if no improvement call twc, probably is a bad outside connection, the grounding block, connectors and probably overhead cable needs to be replaced.

 

 I'd leave the splitter with load on the unused port installed, your levels are kinda hot. That's not the issue

 

Spectator

Re: Intermittent Speed Drops/SB6141

Ha! I definitely wanted to err on the side of having too much info instead of too little. Smiley Happy

 

Thanks for the response. Everything looks good in the box, so I'll get a good reading of it with the splitter back on both working and not for the tech, then call TWC again.

 

Is there any good info out there on what broadcast tv signal ingress is and how it happens? I'm a bit curious about it. In the service box on the house, I have a line run from an antenna in my attic which enters the box and is distributed to the house via a splitter/amp. The line in from the street and back out to the jack where the modem is are not connected to the splitter/amp, but it is all located in the service box, probably an inch or two from each other.

Expert

Re: Intermittent Speed Drops/SB6141

That can be an issue if there are any old coaxs, like rg 59 and the horrible old crimp or twist on connectors. All connectors must be new and shiny, not oxidized.

 If there's a tv amp, unplug it's power and see if the ingress goes down.

Is this a new style completely shielded casting?

 

 

Spectator

Re: Intermittent Speed Drops/SB6141

I unplugged the amp, but the issue repeated itself twice tonight. The connectors in the box on the internet line are all new from when the tech was out about 8 or 9 weeks ago. He did a lot of work in the yard box as well, so I'm guessing he replaced the connectors and checked the line there. I'll check the coax into the house box tomorrow to see what kind it is.

 

I'm not sure if the amp is compleley shielded or not. I want to say yes, but I'm not sure if I would be able to identify if it wasn't. I think the amp is 6 or 7 years old, but I'm assuming with it unplugged that it's not the issue.

 

Another weird thing about tonight's occurrence, I couldn't access the modem admin pages at all via browser (http://192.168.1.100). Normally during these issues I can access it just fine, but 1 out of 8 or 9 occurrences it seems to be unresponsive until rebooted.

Expert

Re: Intermittent Speed Drops/SB6141

it's at 192.168.0.1 or 192.168.100.1

 

Spectator

Re: Intermittent Speed Drops/SB6141

Yep, I was using 192.168.100.1. Just typo'd it when I posted.

Expert

Re: Intermittent Speed Drops/SB6141

When 6141's go offline, you can't get to the gui thru a router.

 

Rookie

Re: Intermittent Speed Drops/SB6141

Gedd

I have exact same issue for a while now. Were you able to fix the issue. Sometimes restarting the modem helps but sometimes it doesn't.

My modem is same with exact hardware, firmware versions. I only have internet service, single home in Austin, TX. TWC is not helping much because they don't see the speed drop when they come down.

 

Regards

RG

Expert

Re: Intermittent Speed Drops/SB6141

Start a new thread, copy and paste the signal level and error log pages.

this may be the usual Austin filter/trap issue or broadcast TV ingress.