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Observer

Intermittent modem disconnects

Hi. I hope someone can help resolve my daily random disconnects with TWC maxx. I have posted the modem error log below. My modem reboots and sometimes fails to connect at all. Now I am using a Netgear CM600. My previous modem was a Arris SB1683.

Modem -> TP Link AC1750 Router -> wired PC and wireless everything else.

Tried numerous power cycles with all connections powered down first as suggested by the modem manufacturers.Each TWC tech that comes out to the house tells me that the line is clear and I should be having no problems. One of the techs suggested that the Arris modem is problematic and I should rent a TWC modem for $10 a month. I replaced it the the Netgear but the problem continues. 

 

Thanks in advance for your replies. 

 

TimePriorityDescription
2016-07-17, 10:22:00Critical (3)No Ranging Response received - T3 time-out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.0;CM-VER=3.0;
2016-07-17, 10:21:53Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.1;CM-VER=3.0;
2016-07-17, 10:21:20Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.1;CM-VER=3.0;
2016-07-17, 10:14:19Error (4)Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.1;CM-VER=3.0;
2016-07-17, 10:14:19Error (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.1;CM-VER=3.0;
2016-07-17, 10:14:05Notice (6)Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
2016-07-17, 10:14:01Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.0;CM-VER=3.0;
2016-07-17, 10:13:56Critical (3)No Ranging Response received - T3 time-out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.0;CM-VER=3.0;
2016-07-17, 10:13:43Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.1;CM-VER=3.0;
2016-07-17, 10:13:10Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.1;CM-VER=3.0;
2016-07-17, 10:13:07Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.1;CM-VER=3.0;
2016-07-17, 10:13:06Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.1;CM-VER=3.0;
2016-07-17, 10:12:34Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.1;CM-VER=3.0;
2016-07-17, 10:12:02Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.1;CM-VER=3.0;
2016-07-17, 09:24:13Error (4)Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.1;CM-VER=3.0;
2016-07-17, 09:24:13Error (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.1;CM-VER=3.0;
2016-07-17, 09:24:00Notice (6)Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
2016-07-17, 09:23:51Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.1;CM-VER=3.0;
2016-07-17, 09:23:18Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.1;CM-VER=3.0;
2016-07-17, 09:07:29Error (4)Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.1;CM-VER=3.0;
2016-07-17, 09:07:29Error (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.1;CM-VER=3.0;
2016-07-17, 09:07:08Notice (6)Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
2016-07-17, 09:07:05Critical (3)No Ranging Response received - T3 time-out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.0;CM-VER=3.0;
2016-07-17, 09:05:47Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.0;CM-VER=3.0;
2016-07-17, 09:04:42Critical (3)No Ranging Response received - T3 time-out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.0;CM-VER=3.0;
2016-07-17, 09:02:56Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.1;CM-VER=3.0;
2016-07-17, 09:02:24Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.1;CM-VER=3.0;
2016-07-16, 18:08:25Error (4)Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.1;CM-VER=3.0;
2016-07-16, 18:08:25Error (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.1;CM-VER=3.0;
2016-07-16, 18:08:12Notice (6)Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
2016-07-16, 18:07:36Critical (3)No Ranging Response received - T3 time-out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.0;CM-VER=3.0;
2016-07-16, 18:06:10Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.0;CM-VER=3.0;
2016-07-16, 18:05:17Critical (3)No Ranging Response received - T3 time-out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.0;CM-VER=3.0;
2016-07-16, 18:05:04Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.0;CM-VER=3.0;
2016-07-16, 18:04:06Critical (3)No Ranging Response received - T3 time-out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.0;CM-VER=3.0;
2016-07-16, 18:03:55Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.0;CM-VER=3.0;
2016-07-16, 18:03:03Critical (3)No Ranging Response received - T3 time-out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.0;CM-VER=3.0;
2016-07-16, 18:02:50Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.1;CM-VER=3.0;
2016-07-16, 18:02:18Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.1;CM-VER=3.0;
2016-07-16, 17:49:38Error (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=b0:7f:b9:31:f3:50;CMTS-MAC=00:17:10:88:b2:55;CM-QOS=1.1;CM-VER=3.0;

 

10 REPLIES 10
Expert

Re: Intermittent modem disconnects

don't reset the modem, paste the signal level pages...

 

Observer

Re: Intermittent modem disconnects

Here is the connection.

 

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel645000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnableBPI+
IP Provisioning ModeOverride MDDIPv6 only
 
<tabindex=-1>Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM25632645000000 Hz-3.9 dBmV39.5 dB2229
2LockedQAM25618561000000 Hz-2.0 dBmV40.2 dB310
3LockedQAM25619567000000 Hz-2.0 dBmV40.3 dB200
4LockedQAM25620573000000 Hz-2.5 dBmV40.1 dB70
5LockedQAM25621579000000 Hz-4.8 dBmV39.0 dB230
6LockedQAM25622585000000 Hz-2.7 dBmV40.1 dB60
7LockedQAM25623591000000 Hz-3.6 dBmV39.7 dB140
8LockedQAM25624597000000 Hz-3.4 dBmV39.8 dB240
9LockedQAM25625603000000 Hz-1.1 dBmV40.7 dB120
10LockedQAM25626609000000 Hz-2.6 dBmV40.0 dB70
11LockedQAM25627615000000 Hz-0.9 dBmV40.8 dB50
12LockedQAM25628621000000 Hz-1.0 dBmV40.3 dB00
13LockedQAM25629627000000 Hz-2.6 dBmV40.1 dB00
14LockedQAM25630633000000 Hz-2.7 dBmV40.1 dB60
15LockedQAM25631639000000 Hz-3.3 dBmV39.6 dB130
16LockedQAM25617555000000 Hz-0.5 dBmV41.4 dB280
 
<tabindex=-1>Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA25120 Ksym/sec24200000 Hz44.8 dBmV
2LockedTDMA12560 Ksym/sec19400000 Hz44.0 dBmV
3LockedATDMA35120 Ksym/sec30600000 Hz45.8 dBmV
4LockedATDMA42560 Ksym/sec37000000 Hz46.3 dBmV
 
Current System Time: Mon Jul 18 16:08:27 2016
 
Observer

Re: Intermittent modem disconnects

I should have mentioned that the modem was offline before I checked your message. Here is the connection on hour later.

 

Acquire Downstream Channel645000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnableBPI+
IP Provisioning ModeOverride MDDIPv6 only
 
<tabindex=-1>Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM25632645000000 Hz-2.1 dBmV40.1 dB3472
2LockedQAM25618561000000 Hz-0.3 dBmV41.0 dB310
3LockedQAM25619567000000 Hz-0.2 dBmV41.2 dB200
4LockedQAM25620573000000 Hz-0.8 dBmV40.6 dB70
5LockedQAM25621579000000 Hz-3.0 dBmV39.6 dB230
6LockedQAM25622585000000 Hz-1.0 dBmV40.6 dB60
7LockedQAM25623591000000 Hz-2.0 dBmV40.2 dB140
8LockedQAM25624597000000 Hz-1.8 dBmV40.2 dB240
9LockedQAM25625603000000 Hz0.4 dBmV41.4 dB120
10LockedQAM25626609000000 Hz-1.1 dBmV40.4 dB70
11LockedQAM25627615000000 Hz0.7 dBmV41.5 dB50
12LockedQAM25628621000000 Hz0.6 dBmV41.2 dB00
13LockedQAM25629627000000 Hz-0.9 dBmV40.7 dB00
14LockedQAM25630633000000 Hz-0.9 dBmV40.6 dB60
15LockedQAM25631639000000 Hz-1.6 dBmV40.1 dB130
16LockedQAM25617555000000 Hz1.2 dBmV42.0 dB280
 
<tabindex=-1>Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA25120 Ksym/sec24200000 Hz42.3 dBmV
2LockedTDMA12560 Ksym/sec19400000 Hz41.5 dBmV
3LockedATDMA35120 Ksym/sec30600000 Hz44.0 dBmV
4LockedATDMA42560 Ksym/sec37000000 Hz44.3 dBmV
 
Current System Time: Mon Jul 18 17:15:06 2016
 
Observer

Re: Intermittent modem disconnects

Just before the latest restart it lost 2 upstream channels

Acquire Downstream Channel645000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnableBPI+
IP Provisioning ModeOverride MDDIPv6 only
 
<tabindex=-1>Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM25632645000000 Hz-2.0 dBmV40.2 dB3472
2LockedQAM25618561000000 Hz-0.6 dBmV40.9 dB310
3LockedQAM25619567000000 Hz-0.6 dBmV41.2 dB200
4LockedQAM25620573000000 Hz-1.0 dBmV40.7 dB70
5LockedQAM25621579000000 Hz-3.4 dBmV39.6 dB230
6LockedQAM25622585000000 Hz-1.2 dBmV40.6 dB60
7LockedQAM25623591000000 Hz-2.3 dBmV40.2 dB140
8LockedQAM25624597000000 Hz-2.1 dBmV40.2 dB240
9LockedQAM25625603000000 Hz0.3 dBmV41.5 dB120
10LockedQAM25626609000000 Hz-1.2 dBmV40.3 dB70
11LockedQAM25627615000000 Hz0.6 dBmV41.7 dB50
12LockedQAM25628621000000 Hz0.6 dBmV41.0 dB00
13LockedQAM25629627000000 Hz-0.9 dBmV40.9 dB00
14LockedQAM25630633000000 Hz-0.9 dBmV40.8 dB60
15LockedQAM25631639000000 Hz-1.4 dBmV40.2 dB130
16LockedQAM25617555000000 Hz0.8 dBmV42.2 dB280
 
<tabindex=-1>Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA25120 Ksym/sec24200000 Hz49.8 dBmV
2LockedTDMA12560 Ksym/sec19400000 Hz49.5 dBmV
 
Current System Time: Mon Jul 18 17:40:10 2016
 
Expert

Re: Intermittent modem disconnects

You have a bad connection somewhere. It could be anywhere between the modem and the cable head end miles away.

 Upstream shouldn't be changing that much, there's upstream noise ingress or an intermittent amplifier

 

Helper

Re: Intermittent modem disconnects


@MsRaye wrote:

You have a bad connection somewhere. It could be anywhere between the modem and the cable head end miles away.

 Upstream shouldn't be changing that much, there's upstream noise ingress or an intermittent amplifier

 


LIkely between the modem and the pole, a tech will find the issue

Observer

Re: Intermittent modem disconnects

Great. Thank you for your help.

Expert

Re: Intermittent modem disconnects

What did TWC find?

 

Observer

Re: Intermittent modem disconnects

The guy they sent out was more helpful than most. He found that my house was not connected to the nearest post and the outdoor cable was old and soft. He ran a new temporary cable to the post in my front yard and the ISP connection has been steady all week. He called to follow up and says a crew will be out to bury a permanent cable.

Brian the tech is very helpful. Embarassing for TWC though to take years of complaining and all the wasted service calls missing this simple fix.