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Intermittent performance issues

Hello:  I'm having intermittent performance issues with my internet.  Speedof.me shows about 120/20 and speedtest.net will show 200/20 (we pay for 200/20).  We have an Arris 6190 modem.  However, when we're having internet performance problems these two services will report as low as 5/0.  Here are the Channel logs and event logs.  Any insights here?

Keith

 

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1Locked256QAM32645.00 MHz-5.50 dBmV34.48 dB5168
2Locked256QAM10513.00 MHz-3.00 dBmV34.48 dB4553120
3Locked256QAM11519.00 MHz-3.10 dBmV34.48 dB3281880
4Locked256QAM12525.00 MHz-3.50 dBmV34.35 dB3661936
5Locked256QAM13531.00 MHz-4.10 dBmV34.48 dB3402961
6Locked256QAM14537.00 MHz-4.10 dBmV33.96 dB5091814
7Locked256QAM15543.00 MHz-4.50 dBmV34.48 dB1962116
8Locked256QAM16549.00 MHz-5.30 dBmV34.48 dB2593162
9Locked256QAM17555.00 MHz-6.30 dBmV33.96 dB3573057
10Locked256QAM18561.00 MHz-6.50 dBmV33.96 dB4681839
11Locked256QAM19567.00 MHz-6.40 dBmV33.96 dB2541963
12Locked256QAM20573.00 MHz-6.40 dBmV34.48 dB4891622
13Locked256QAM21579.00 MHz-6.70 dBmV33.96 dB1642124
14Locked256QAM22585.00 MHz-5.50 dBmV34.48 dB2732126
15Locked256QAM23591.00 MHz-4.60 dBmV34.93 dB1571123
16Locked256QAM24597.00 MHz-4.70 dBmV34.93 dB2552027
17Locked256QAM25603.00 MHz-4.50 dBmV34.93 dB1751199
18Locked256QAM26609.00 MHz-4.30 dBmV34.93 dB205924
19Locked256QAM27615.00 MHz-4.40 dBmV35.08 dB149953
20Locked256QAM28621.00 MHz-4.50 dBmV35.08 dB400891
21Locked256QAM29627.00 MHz-4.50 dBmV35.08 dB1391172
22Locked256QAM30633.00 MHz-4.50 dBmV35.08 dB1251070
23Locked256QAM31639.00 MHz-4.80 dBmV34.93 dB1351126
24Locked256QAM9507.00 MHz-3.30 dBmV34.48 dB5391702

 

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA42560 kSym/s37.00 MHz35.50 dBmV
2LockedTDMA12560 kSym/s19.40 MHz35.00 dBmV
3LockedATDMA35120 kSym/s30.60 MHz35.50 dBmV
4LockedATDMA25120 kSym/s24.20 MHz35.50 dBmV

 

 

 

Time Priority Description

Sun Jun 25 14:20:20 20173No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:53:b2:05;CMTS-MAC=00:17:10:88:ca:e3;CM-QOS=1.1;CM-VER=3.0;
Sun Jun 25 14:20:26 20173Ranging Request Retries exhausted;CM-MAC=d4:0a:a9:53:b2:05;CMTS-MAC=00:17:10:88:ca:e3;CM-QOS=1.1;CM-VER=3.0;
Sun Jun 25 14:20:26 20173Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d4:0a:a9:53:b2:05;CMTS-MAC=00:17:10:88:ca:e3;CM-QOS=1.1;CM-VER=3.0;
Sun Jun 25 14:20:26 20173Ranging Request Retries exhausted;CM-MAC=d4:0a:a9:53:b2:05;CMTS-MAC=00:17:10:88:ca:e3;CM-QOS=1.1;CM-VER=3.0;
Sun Jun 25 14:20:26 20173Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d4:0a:a9:53:b2:05;CMTS-MAC=00:17:10:88:ca:e3;CM-QOS=1.1;CM-VER=3.0;
Sun Jun 25 14:21:14 20173Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d4:0a:a9:53:b2:05;CMTS-MAC=00:17:10:88:ca:e3;CM-QOS=1.1;CM-VER=3.0;
Sun Jun 25 14:31:25 20173No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:53:b2:05;CMTS-MAC=00:17:10:88:ca:e3;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 27 20:22:44 20173Ranging Request Retries exhausted;CM-MAC=d4:0a:a9:53:b2:05;CMTS-MAC=00:17:10:88:ca:e3;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 27 20:22:44 20173Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d4:0a:a9:53:b2:05;CMTS-MAC=00:17:10:88:ca:e3;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 27 20:22:44 20173No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:53:b2:05;CMTS-MAC=00:17:10:88:ca:e3;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 27 20:22:45 20173Ranging Request Retries exhausted;CM-MAC=d4:0a:a9:53:b2:05;CMTS-MAC=00:17:10:88:ca:e3;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 27 20:22:45 20173Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d4:0a:a9:53:b2:05;CMTS-MAC=00:17:10:88:ca:e3;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 27 20:22:46 20173No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:53:b2:05;CMTS-MAC=00:17:10:88:ca:e3;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 27 20:22:46 20173Ranging Request Retries exhausted;CM-MAC=d4:0a:a9:53:b2:05;CMTS-MAC=00:17:10:88:ca:e3;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 27 20:22:46 20173Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d4:0a:a9:53:b2:05;CMTS-MAC=00:17:10:88:ca:e3;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 27 20:22:47 20173No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:53:b2:05;CMTS-MAC=00:17:10:88:ca:e3;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 27 20:22:49 20173Ranging Request Retries exhausted;CM-MAC=d4:0a:a9:53:b2:05;CMTS-MAC=00:17:10:88:ca:e3;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 27 20:22:49 20173Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d4:0a:a9:53:b2:05;CMTS-MAC=00:17:10:88:ca:e3;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 27 20:23:39 20173Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d4:0a:a9:53:b2:05;CMTS-MAC=00:17:10:88:ca:e3;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 27 22:59:48 20173No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:53:b2:05;CMTS-MAC=00:17:10:88:ca:e3;CM-QOS=1.1;CM-VER=3.0;

 

 

 

 

 

23 REPLIES 23
Expert

Re: Intermittent performance issues

 Yeah, you have serious downstream signal issues. s/n is low rx level is low, too many correcteds, etc...

Are you internet only? If so get all the splitters out of the line.

 Make sure all connections are shiny and tight.

Browser

Re: Intermittent performance issues

We have TV and internet.  When the techs come out to the house, they say everything is fine (signal strength, S/N, etc).

 

??????

Proven Sharer

Re: Intermittent performance issues

The incoming (DS) signal strength is within the acceptable range, and your signal-to-noise looks OK by itself, but you have FAR too many data errors, both correctible and uncorrected, on all your internet channels.  Loose or corroded connectors,  broken or gnawed through shielding, or a missing ground wire can cause all those problems. 

Expert

Re: Intermittent performance issues

A 33-34 dB s/n is too low for a 24 ch modem to work reliably, may be due to the s/n's being a little low and outside of a dB or two difference between channels.

Browser

Re: Intermittent performance issues

OK, thanks.  I have a tech visit scheduled for next week.  I'll show them the logs and these comments.

Expert

Re: Intermittent performance issues

Is there only a single 2 way splitter in line? Looks like a 4 way or several 2 ways.

 next thing is to copy and paste the sig/ err logs with 24 hours of up time since  a reset to show what's really going on in a day.

 

Browser

Re: Intermittent performance issues

4 way splitter (3 TVs and 1 cable modem).  Inline signal booster (all TWC-installed).

Expert

Re: Intermittent performance issues

All installed wrong...

Rather than repair what's coming in they just amplified it and the problems.

Modem must be on the first 2 way splitter and it's other port feeding splitter for the tv's.

The amplifier is trying to makeup for something else seriously wrong before it, I'll guess a chewed up and wet outside line.

" Inline signal booster"

amplifiers are bad and what are causing the correctables and uncorrectables..

 Need to know it's exact model number... TWC was improperly installing many as well due to untrained techs...

 

Proven Sharer

Re: Intermittent performance issues

A question for @agentx5:  This user uses a COAM SB6190 modem with Intel Puma6 chipset.  Has TWC received, validated, and pushed out the new code needed to resolve the documented problems in modems with Puma6?  If not I suspect that that could be an added source of jitter on their high speed connection.