Observer

Intermittent disconnection and/or large amount of packet loss

Location is Torrance, CA. 90501. Single family unit.

 

Seems to be a very frequent disconnect or a large amount of packet loss very frequently (sometimes multiple times per day, sometimes only a few times a week) and last from a few minutes to hours.  We had a technician out that replaced the wire going to the house and it seems to have lessened the issue, but it still exists.  Pathping shows about 40% packet loss.

 

Normally we use a router, but I am having the same issue directly plugged into the cable modem.

 

I originally noticed this issue several months ago when it had been raining though may only be a coincidence.

 

Pathping to timewarner.com: 

1 0ms 0/ 100 = 0% 0/ 100 = 0% unknown [192.168.1.1]
23/ 100 = 23% |
2 12ms 32/ 100 = 32% 9/ 100 = 9% 142.254.237.113
0/ 100 = 0% |
(trimming some entries as my message is too long, but all ~40% packet loss)
14 23ms 42/ 100 = 42% 11/ 100 = 11% hr1-te-2-0-0.santaclarasc8.savvis.net [204.70.200.226]
0/ 100 = 0% |
15 27ms 35/ 100 = 35% 4/ 100 = 4% dcs2-v3003.sc9.savvis.net [205.140.209.42]
0/ 100 = 0% |
16 31ms 31/ 100 = 31% 0/ 100 = 0% 205.140.229.98

 

Levels from Cable Modem

 

Cable Modem Downstream
 DS-1DS-2DS-3DS-4
Frequency627000000639000000645000000651000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock)
LockedLockedLockedLocked
Channel Id19212223
Modulation256QAM256QAM256QAM256QAM
Symbol Rate
(Msym/sec)
5.3605375.3605375.3605375.360537
Interleave DepthI=32
J=4
I=32
J=4
I=32
J=4
I=32
J=4
Power Level
(dBmV)
-4.39-5.45-5.26-5.72
RxMER
(dB)
31.4730.8230.9530.82
Correctable
Codewords
12794120181201213140
Uncorrectable
Codewords
41533353083799741925
 DS-5DS-6DS-7DS-8
Frequency657000000663000000669000000675000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock)
LockedLockedLockedLocked
Channel Id24252627
Modulation256QAM256QAM256QAM256QAM
Symbol Rate
(Msym/sec)
5.3605375.3605375.3605375.360537
Interleave DepthI=32
J=4
I=32
J=4
I=32
J=4
I=32
J=4
Power Level
(dBmV)
-5.55-5.46-5.43-5.34
RxMER
(dB)
31.0130.9531.1431.27
Correctable
Codewords
12587136611259513040
Uncorrectable
Codewords
40641417033917143434

 

Cable Modem Upstream
 US-1US-2US-3US-4
Channel Type1.02.02.02.0
Channel ID65686766
Frequency
(Hz)
18500000370000003060000023300000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation16QAM64QAM64QAM64QAM
Symbol Rate
(KSym/sec)
2560256051205120
Mini-Slot Size4422
Power Level
(dBmV)
45.7549.2548.0046.50
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts2001
T4 Timeouts0000

 

13 REPLIES
Observer

Re: Intermittent disconnection and/or large amount of packet loss

Adding Cable Modem log:

Cable Modem Event Log
First TimeLast TimePriorityDescription
Sun Sep 4 06:35:01 2016Sun Sep 4 06:35:17 2016Critical (3)No Ranging Response received - T3 time-out
Sat Sep 3 22:35:40 2016Sat Sep 3 22:35:40 2016Warning (5)MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sat Sep 3 22:35:40 2016Sat Sep 3 22:35:40 2016Notice (6)TLV-11 - unrecognized OID;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sat Sep 3 22:36:09 2016Sat Sep 3 22:36:09 2016Critical (3)No Ranging Response received - T3 time-out
Sun Sep 4 00:00:59 2016Sun Sep 4 00:01:03 2016Notice (6)Login Web GUI successful;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 00:01:09 2016Sun Sep 4 00:01:09 2016Notice (6)Failed to login Web GUI;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 00:01:14 2016Sun Sep 4 00:34:39 2016Notice (6)Login Web GUI successful;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 08:36:38 2016Sun Sep 4 08:36:38 2016Warning (5)MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 08:36:38 2016Sun Sep 4 08:36:38 2016Notice (6)TLV-11 - unrecognized OID;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 08:36:56 2016Sun Sep 4 08:36:56 2016Critical (3)No Ranging Response received - T3 time-out
Sun Sep 4 00:37:18 2016Sun Sep 4 00:37:18 2016Warning (5)MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 00:37:18 2016Sun Sep 4 00:37:18 2016Notice (6)TLV-11 - unrecognized OID;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 00:37:46 2016Sun Sep 4 00:38:08 2016Critical (3)No Ranging Response received - T3 time-out
Sun Sep 4 00:38:17 2016Sun Sep 4 00:38:20 2016Notice (6)Login Web GUI successful;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 00:38:21 2016Sun Sep 4 00:38:21 2016Notice (6)Failed to login Web GUI;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 00:38:26 2016Sun Sep 4 00:38:34 2016Notice (6)Login Web GUI successful;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 00:38:53 2016Sun Sep 4 00:38:53 2016Critical (3)No Ranging Response received - T3 time-out
Sun Sep 4 00:39:38 2016Sun Sep 4 00:47:36 2016Notice (6)Login Web GUI successful;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 00:48:29 2016Sun Sep 4 00:48:29 2016Critical (3)No Ranging Response received - T3 time-out
Sun Sep 4 00:53:18 2016Sun Sep 4 00:53:19 2016Critical (3)SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 08:55:09 2016Sun Sep 4 08:55:09 2016Warning (5)MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 08:55:09 2016Sun Sep 4 08:55:09 2016Notice (6)TLV-11 - unrecognized OID;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 08:55:10 2016Sun Sep 4 08:55:26 2016Critical (3)No Ranging Response received - T3 time-out
Sun Sep 4 00:55:47 2016Sun Sep 4 00:55:47 2016Warning (5)MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 00:55:48 2016Sun Sep 4 00:55:48 2016Notice (6)TLV-11 - unrecognized OID;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 00:56:39 2016Sun Sep 4 00:57:45 2016Critical (3)No Ranging Response received - T3 time-out
Sun Sep 4 01:01:34 2016Sun Sep 4 01:01:37 2016Notice (6)Login Web GUI successful;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 01:01:38 2016Sun Sep 4 01:01:38 2016Notice (6)Failed to login Web GUI;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 01:01:39 2016Sun Sep 4 01:17:47 2016Notice (6)Login Web GUI successful;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 09:27:00 2016Sun Sep 4 09:27:00 2016Warning (5)MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 09:27:01 2016Sun Sep 4 09:27:01 2016Notice (6)TLV-11 - unrecognized OID;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 09:27:19 2016Sun Sep 4 09:27:19 2016Critical (3)No Ranging Response received - T3 time-out
Sun Sep 4 01:27:41 2016Sun Sep 4 01:27:41 2016Warning (5)MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 01:27:41 2016Sun Sep 4 01:27:41 2016Notice (6)TLV-11 - unrecognized OID;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 01:28:11 2016Sun Sep 4 01:28:11 2016Critical (3)No Ranging Response received - T3 time-out
Sun Sep 4 01:28:11 2016Sun Sep 4 01:28:15 2016Notice (6)Login Web GUI successful;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 01:28:19 2016Sun Sep 4 01:28:19 2016Notice (6)Failed to login Web GUI;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 01:28:23 2016Sun Sep 4 01:28:27 2016Notice (6)Login Web GUI successful;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Sun Sep 4 01:28:33 2016Sun Sep 4 01:28:33 2016Critical (3)No Ranging Response received - T3 time-out
Sun Sep 4 01:29:14 2016Sun Sep 4 01:30:37 2016Notice (6)Login Web GUI successful;CM-MAC=9c:d2:1e:d7:2f:7e;CMTS-MAC=00:01:5c:6a:e6:5a;CM-QOS=1.1;CM-VER=3.0;
Expert

Re: Intermittent disconnection and/or large amount of packet loss

You have loose/corroded connections somewhere, having noise and broadcast tv ingress, the s/n is too low and uncorrecteds too high. Make sure there's no extra splitters or open ports pr lines. All connectors must be a tad more than finger tight.

If nothings obvious, call TWC

 The s/n (MER) should be at 34 dB or higher, at 29.0, modem won't work at all.

 

Helper

Re: Intermittent disconnection and/or large amount of packet loss

finger tight + for old style connectors, nice, and tight   with no torque for knob types, in other words ,what MSR said.

Observer

tops.Re: Intermittent disconnection and/or large amount of packet loss

Hi, thanks for the quick reply. I have checked the connections and attempted to isolate only the cable modem to be plugged in (to avoid most other cables). Currently it is coming from the street to a splitter one side goes to the cable modem and the other to a splitter then 4 TV box tops.

 

I took out the splitter and plugged just one TV box top into the splitter with the cable modem.  The levels seems nearly about the same as before.

Cable Modem Downstream

 DS-1DS-2DS-3DS-4
Frequency567000000573000000579000000585000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock)
LockedLockedLockedLocked
Channel Id9101112
Modulation256QAM256QAM256QAM256QAM
Symbol Rate
(Msym/sec)
5.3605375.3605375.3605375.360537
Interleave DepthI=32
J=4
I=32
J=4
I=32
J=4
I=32
J=4
Power Level
(dBmV)
-5.61-5.56-5.27-5.34
RxMER
(dB)
31.8431.7632.1532.07
Correctable
Codewords
58856568073791442554
Uncorrectable
Codewords
162885148914112010124710
 

 DS-5DS-6DS-7DS-8
Frequency591000000597000000603000000609000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock)
LockedLockedLockedLocked
Channel Id13141516
Modulation256QAM256QAM256QAM256QAM
Symbol Rate
(Msym/sec)
5.3605375.3605375.3605375.360537
Interleave DepthI=32
J=4
I=32
J=4
I=32
J=4
I=32
J=4
Power Level
(dBmV)
-5.15-4.70-4.38-4.20
RxMER
(dB)
32.4132.7732.9633.27
Correctable
Codewords
38137347783333636650
Uncorrectable
Codewords
10936011604094003116638

 

Both the cable from outside to inside and from the splitter to the cable modem are newly insalled recently (a  few weeks) by a TWC technician.

 

And actually just now as I put the other splitter back into my MER levels are 37+.

Cable Modem Downstream
 DS-1DS-2DS-3DS-4
Frequency567000000573000000579000000585000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock)
LockedLockedLockedLocked
Channel Id9101112
Modulation256QAM256QAM256QAM256QAM
Symbol Rate
(Msym/sec)
5.3605375.3605375.3605375.360537
Interleave DepthI=32
J=4
I=32
J=4
I=32
J=4
I=32
J=4
Power Level
(dBmV)
-3.55-3.49-3.27-3.28
RxMER
(dB)
37.0937.0937.3637.09
Correctable
Codewords
130810
Uncorrectable
Codewords
545714540629
 DS-5DS-6DS-7DS-8
Frequency591000000597000000603000000609000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock)
LockedLockedLockedLocked
Channel Id13141516
Modulation256QAM256QAM256QAM256QAM
Symbol Rate
(Msym/sec)
5.3605375.3605375.3605375.360537
Interleave DepthI=32
J=4
I=32
J=4
I=32
J=4
I=32
J=4
Power Level
(dBmV)
-3.08-2.73-2.33-2.07
RxMER
(dB)
37.6437.9437.9438.26
Correctable
Codewords
83194578
Uncorrectable
Codewords
674708707683

 

Though it is hard to say if this will last since this issue tends to happen for periods at a time, then be okay for long periods of time as well. I'll continue to monitor this, though it seems to be something external from our house.

Expert

Re: tops.Re: Intermittent disconnection and/or large amount of packet loss

Something must be bad outside.

Those drops to the low 30's are an issue, at 37 dB, you should be good.

Use a 7/16 wrench to snug down all connectors.

If there's wall plates, make sure the connectors on the backs are tight.

If this reoccurs, call twc, printout those bad level pages for the tech.

 

Helper

Re: tops.Re: Intermittent disconnection and/or large amount of packet loss


@MsRaye wrote:

Something must be bad outside.

Those drops to the low 30's are an issue, at 37 dB, you should be good.

Use a 7/16 wrench to snug down all connectors.

If there's wall plates, make sure the connectors on the backs are tight.

If this reoccurs, call twc, printout those bad level pages for the tech.

 


be careful with a wrench hold the wrench near the opening end and just snug it, no torque.

Expert

Re: tops.Re: Intermittent disconnection and/or large amount of packet loss

recomended torque is 10-12 inch pounds, enough so it's more than finger tight

 

Highlighted
Observer

Re: tops.Re: Intermittent disconnection and/or large amount of packet loss

After I explained to the tech about the SNR dropping he finally requested a Maintenence crew come out and they repalced the tap.  It seems to be fixed and our power levels went from -3ish to 0ish, not too shabby.  So far no issues, but it was repaired this morning.

 

Thanks for the help.

Expert

Re: tops.Re: Intermittent disconnection and/or large amount of packet loss

post the new down and upstream level pages...