Participant

Intermittent speed and connections

I have been getting speed degreadation for a while, but not such that it would usually have any impact on the usage that was being done.  I have the 300 mbps service and have been generally happy with that.  Lately, I have noticed that the speed (based on TWC's speed test) drops below 100 mbps.   My home network is set up with 1 Gig wiring and switches throughout, with a few items using the WiFi.  I always test speed with hardwired systems first and sometimes also use wifi equip for a secondary check.  The slowness frequently happens at night, but sometimes it occurs in the daytime too.

So last night it really went into the toilet Smiley Wink

Our hardwired Roku kept stopping and in some cases would restart due to no connection.   The internet connection was not only slow, but kept failing.  After about an hour of the off and on, I called TWC support. I had checked the TWC speedtest after I was able to finally get in to it, just gave me an error that it could not complete. 

The TWC support person said I should reboot the modem and restart my router (Arris 6183, Asus RT-Nt66U).  So I hung up and did that.  The modem kept erroring out trying ot reconnect, but finally I was able to get it back online.  After that, I reconnected my router and it coudl not get a tcp addr, but finally it did.   After that came up I proceded to test the speed again.  That kept failing so I called support again.

After telling the support person where it all stood, I tried the speed Test again.  it was 3mbps down and about 2mbps up.  The support person said we can test the modem from his side.  I disconnected the router and he saw about 20% packet errors at the modem from his ping test.   I have an appt set up for tomorrow (weds) and hope this can get rectified.

The support person seemed very focused on it being the modem or the router, but all my internal connections are running fine and validate at 1GB.  Since this problem seems to be sporadic it does not seem to be a physcial or wiring issue on my end (The wiring for the cabel signal was checked about a year ago and there is not movement or other changes by time of day where that is located).

I have run some tests via DSL Reports and it is still running (5 minute intervals).  It does show periods where the packet drops goes up to about 20%.

I hope the tech tomorrow can find the issue.

I'll keep you all posted.

Ron

37 REPLIES 37
Participant

Re: Intermittent speed and connections

Oh, the chart I posted shows Eastern time, I am in Pacific time (so 3 hours ahead)
Spectrum Employee

Re: Intermittent speed and connections

Can you share the modem error log and signal level readings here?
You should be able to find this info via 192.168.100.1 typed into the URL of your internet browser.

 

I'll be leaving the office soon, but if you can RSVP ASAP I'll be more than happy to check for you what the CMTS says about your modem.  I've already reported some speed issues with certain IXPs that TWC is connecting to from my Louisville KY area (i.e.: no problems connecting to Cinci or Columbus, but notable issues when connecting anywhere in California).  Maxx is still technically under construction in the "former InsightBB market area", so there's some kinks in the system I'm trying to get to the right people to work out.

 

Also it's worth pointing out that there's a lot of confusion about what some NICs are capable of, so I'm glad to see your point about gibabit above.  (ask I keep saying, consider what is the weakest link in the chain, and that's going to be the bottleneck, so to speak)

My postings on this site are my own, off-the-clock, and don’t necessarily represent TWC’s/Charter's strategies or opinions.
Participant

Re: Intermittent speed and connections

Too much in the logs, so doing 2 replies:

here is the signal data:
operation of the cable modem.

Startup Procedure

ProcedureStatusComment
Acquire Downstream Channel Locked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+
DOCSIS Network Access EnabledAllowed 

 

 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1LockedQAM2564633000000 Hz-0.7 dBmV40.8 dB00
2LockedQAM2561615000000 Hz-0.4 dBmV41.2 dB00
3LockedQAM2562621000000 Hz-0.5 dBmV41.0 dB00
4LockedQAM2563627000000 Hz-0.5 dBmV40.9 dB00
5LockedQAM2565639000000 Hz-0.7 dBmV40.7 dB00
6LockedQAM2566645000000 Hz-0.6 dBmV40.9 dB00
7LockedQAM2567651000000 Hz-0.7 dBmV40.7 dB00
8LockedQAM2568657000000 Hz-0.8 dBmV40.6 dB00
9LockedQAM2569663000000 Hz-1.1 dBmV40.4 dB00
10LockedQAM25610669000000 Hz-1.4 dBmV40.2 dB00
11LockedQAM25611675000000 Hz-1.9 dBmV39.8 dB00
12LockedQAM25612681000000 Hz-2.3 dBmV40.0 dB00
13LockedQAM25613687000000 Hz-2.7 dBmV39.9 dB00
14LockedQAM25614693000000 Hz-2.8 dBmV39.8 dB00
15LockedQAM25615699000000 Hz-2.9 dBmV39.8 dB00
16LockedQAM25616705000000 Hz-2.9 dBmV39.7 dB00

 

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA585120 Ksym/sec23300000 Hz43.0 dBmV
2LockedTDMA572560 Ksym/sec18500000 Hz43.0 dBmV
3LockedATDMA595120 Ksym/sec30600000 Hz42.5 dBmV
4LockedTDMA602560 Ksym/sec37000000 Hz43.8 dBmV

 

 

 

Current System Time: Tue May 10 15:11:48 2016

Participant

Re: Intermittent speed and connections

here is part of log... all of it is too much for this forum..

Time Priority Description

Mon May 09 22:01:36 2016Warning (5)TEK Invalid - Invalid Key Sequence Number;CM-MAC=78:96:84:e8:91:d8;CMTS-MAC=00:01:5c:68:10:65;CM-QOS=1.1;CM-VER=3.0;
Mon May 09 21:39:08 2016Notice (6)TLV-11 - unrecognized OID;CM-MAC=78:96:84:e8:91:d8;CMTS-MAC=00:01:5c:68:10:65;CM-QOS=1.1;CM-VER=3.0;
Tue May 10 05:39:08 2016Error (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=78:96:84:e8:91:d8;CMTS-MAC=00:01:5c:68:10:65;CM-QOS=1.1;CM-VER=3.0;
Tue May 10 05:39:08 2016Error (4)Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=78:96:84:e8:91:d8;CMTS-MAC=00:01:5c:68:10:65;CM-QOS=1.1;CM-VER=3.0;
Tue May 10 05:39:07 2016Warning (5)ToD request sent - No Response received;CM-MAC=78:96:84:e8:91:d8;CMTS-MAC=00:01:5c:68:10:65;CM-QOS=1.0;CM-VER=3.0;
Tue May 10 05:38:53 2016Notice (6)Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
Tue May 10 05:38:50 2016Critical (3)No Ranging Response received - T3 time-out
Tue May 10 05:38:41 2016Notice (6)TLV-11 - unrecognized OID;CM-MAC=78:96:84:e8:91:d8;CMTS-MAC=00:01:5c:68:10:65;CM-QOS=1.1;CM-VER=3.0;
Tue May 10 05:38:41 2016Notice (6)Provisioning Mode Changed - Reinitialize MAC...
Tue May 10 05:38:41 2016Error (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=78:96:84:e8:91:d8;CMTS-MAC=00:01:5c:68:10:65;CM-QOS=1.1;CM-VER=3.0;
Tue May 10 05:38:41 2016Error (4)Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=78:96:84:e8:91:d8;CMTS-MAC=00:01:5c:68:10:65;CM-QOS=1.1;CM-VER=3.0;
Time Not EstablishedWarning (5)DHCP WARNING - Non-critical field invalid in response ;CM-MAC=78:96:84:e8:91:d8;CMTS-MAC=00:01:5c:68:10:65;CM-QOS=1.0;CM-VER=3.0;
Time Not EstablishedCritical (3)DHCP FAILED - Request sent, No response;CM-MAC=78:96:84:e8:91:d8;CMTS-MAC=00:01:5c:68:10:65;CM-QOS=1.0;CM-VER=3.0;
Time Not EstablishedCritical (3)DHCP FAILED - Discover sent, no offer received;CM-MAC=78:96:84:e8:91:d8;CMTS-MAC=00:01:5c:68:10:65;CM-QOS=1.0;CM-VER=3.0;
Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv4
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Time Not EstablishedNotice (6)Dhcp Init Failed - Reinitialize MAC...
Time Not EstablishedCritical (3)DHCP FAILED - Request sent, No response;CM-MAC=78:96:84:e8:91:d8;CMTS-MAC=00:01:5c:68:10:65;CM-QOS=1.0;CM-VER=3.0;
Time Not EstablishedCritical (3)DHCP FAILED - Discover sent, no offer received;CM-MAC=78:96:84:e8:91:d8;CMTS-MAC=00:01:5c:68:10:65;CM-QOS=1.0;CM-VER=3.0;
Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv4
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Mon May 09 20:53:34 2016Critical (3)REG RSP not received;CM-MAC=78:96:84:e8:91:d8;CMTS-MAC=00:01:5c:68:10:65;CM-QOS=1.1;CM-VER=3.0;
Tue May 10 04:53:06 2016Critical (3)No Ranging Response received - T3 time-out
Tue May 10 04:53:00 2016Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=78:96:84:e8:91:d8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Tue May 10 04:52:56 2016Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:96:84:e8:91:d8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Tue May 10 04:52:55 2016Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=78:96:84:e8:91:d8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Spectrum Employee

Re: Intermittent speed and connections

Your SB6183 (same modem I own btw) is crying out for help on the upstream/return channels.

The downstream / foward is honestly doing great.  Flawless even.  No issue with your forward signal:

Spoiler
615.00 MhzTotal2,917,690,846
Unerrored2,917,690,846100.0000%
Corrected00.0000%
Uncorrectables00.0000%
621.00 MhzTotal2,917,690,870
Unerrored2,917,690,870100.0000%
Corrected00.0000%
Uncorrectables00.0000%
627.00 MhzTotal2,917,690,894
Unerrored2,917,690,894100.0000%
Corrected00.0000%
Uncorrectables00.0000%
633.00 MhzTotal2,918,693,140
Unerrored2,918,693,140100.0000%
Corrected00.0000%
Uncorrectables00.0000%
639.00 MhzTotal2,917,690,919
Unerrored2,917,690,919100.0000%
Corrected00.0000%
Uncorrectables00.0000%
645.00 MhzTotal2,917,690,943
Unerrored2,917,690,943100.0000%
Corrected00.0000%
Uncorrectables00.0000%
651.00 MhzTotal2,917,690,966
Unerrored2,917,690,966100.0000%
Corrected00.0000%
Uncorrectables00.0000%
657.00 MhzTotal2,917,690,990
Unerrored2,917,690,990100.0000%
Corrected00.0000%
Uncorrectables00.0000%
663.00 MhzTotal2,917,690,837
Unerrored2,917,690,837100.0000%
Corrected00.0000%
Uncorrectables00.0000%
669.00 MhzTotal2,917,690,771
Unerrored2,917,690,771100.0000%
Corrected00.0000%
Uncorrectables00.0000%
675.00 MhzTotal2,917,690,706
Unerrored2,917,690,706100.0000%
Corrected00.0000%
Uncorrectables00.0000%
681.00 MhzTotal2,917,690,553
Unerrored2,917,690,553100.0000%
Corrected00.0000%
Uncorrectables00.0000%
687.00 MhzTotal2,917,690,488
Unerrored2,917,690,488100.0000%
Corrected00.0000%
Uncorrectables00.0000%
693.00 MhzTotal2,917,690,423
Unerrored2,917,690,423100.0000%
Corrected00.0000%
Uncorrectables00.0000%
699.00 MhzTotal2,917,690,358
Unerrored2,917,690,358100.0000%
Corrected00.0000%
Uncorrectables00.0000%
705.00 MhzTotal2,917,690,292
Unerrored2,917,690,292100.0000%
Corrected00.0000%
Uncorrectables00.0000%

 

 

 

But 2 of your 4 upstream / return channels are doing absolutely horridly for errors. (23.30 Mhz and 30.60 Mhz)

Spoiler
cable-upstream 3/4/10.0Total2,107,917
Unerrored1,489,15470.6458%
Corrected545,84725.8951%
Uncorrected72,9163.4591%
cable-upstream 3/4/11.0Total1,582,779
Unerrored1,582,77699.9998%
Corrected30.0002%
Uncorrected00.0000%
cable-upstream 3/4/8.0Total1,901,986
Unerrored1,901,97299.9993%
Corrected40.0002%
Uncorrected100.0005%
cable-upstream 3/4/9.0Total1,709,704
Unerrored1,505,89288.0791%
Corrected186,73310.9219%
Uncorrected17,0790.9989%
Even 1% uncorrected is not really that good, but you have more than that.
And corrected that are averaging out at 10%?  25%?!  That's just terrible.
Live feed of your modem showed even worse practically 87% corrected errors. Way too much.
I can safely say that tech help is needed.  No wonder you're having issues...
This also explains why there's lower than normal levels for the SNR...
frequencyprotocolpower levelsignal-to-noise
23.30 MhzATDMA43 dBmv23.6 dB
18.50 MhzTDMA43 dBmv27.4 dB
30.60 MhzATDMA42.5 dBmv23.8 dB
37.00 MhzTDMA44 dBmv32.8 dB

This is where those channel time out errors are coming from, your upstream connection.

 

The CMTS shows this rather clearly.

 

 

Also this, is us doing something to the modem (not by itself):

Tue May 10 05:38:41 2016Notice (6)

Provisioning Mode Changed - Reinitialize MAC...

 

Is that when you called in?  That's what you see when we tell the modem to reload it's provisioning (or load new provisioning instructions in the case of a change in internet bandwidth speed)

 

My postings on this site are my own, off-the-clock, and don’t necessarily represent TWC’s/Charter's strategies or opinions.
Participant

Re: Intermittent speed and connections

Thanks for the update. I assume this info will help the tech tomorrow? Can I reference this?
Spectrum Employee

Re: Intermittent speed and connections

Certainly can reference this.  This is data any department should be able to pull. ("FEC" tab in that tool)  I'm working on some training for new hires about it actually. Smiley Happy They may not know how to understand this level of detail, but it's logged on the server for a few weeks so yeah.

 

All the tech needs to know is that there's legitimate upstream packet loss & packet corruption issues on the 30.60 Mhz and 23.30 Mhz return channels.  The tech will probably rather than using the data that is logged by the servers (CMTS), instead use that over-sized calculator "meter" and do a thoroughput test. That tool is way more detailed with real-time info than tool I have at my disposal.  I'm just pointing in the right direction, maybe saving you frustration and saving the tech time trying to find the actual root cause.

 

Also:

It seems your DCX3200M HD STB for TV is making a bad situation even worse.  It's beaconing so with so much extra voltage it is (in layman's terms) shouting over your SB6183 when sending signals back upstream.  Check this out and how many times it goes past it's manufacture-recommended reference of +50 dBmV max.

Spoiler
2016-04-26 16:37:030.851.739.1
2016-04-26 18:37:030.750.238.6
2016-04-26 20:42:341.550.238.7
2016-04-26 22:47:321.950.538.6
2016-04-27 00:37:072.151.239
2016-04-27 02:49:052.250.539
2016-04-27 04:54:452.55038.6
2016-04-27 06:53:462.35038.6
2016-04-27 08:59:101.452.539
2016-04-27 10:57:2105238.7
2016-04-27 13:04:100.75138.9
2016-04-27 14:54:180.151.539
2016-04-27 16:35:210.850.538.9
2016-04-27 18:48:001.651.538.8
2016-04-27 20:41:491.850.738.6
2016-04-27 22:42:452.150.739
2016-04-28 00:47:562.150.238.6
2016-04-28 02:49:212.45038.6
2016-04-28 04:58:432.549.738.8
2016-04-28 06:53:002.549.738.8
2016-04-28 08:51:550.850.738.9
2016-04-28 10:47:450.451.739
2016-04-28 14:59:273.852.240.3
2016-04-28 16:38:563.75140.3
2016-04-28 18:42:134.75240.4
2016-04-28 20:36:015.250.540.3
2016-04-28 22:36:41652.540.3
2016-04-29 00:42:585.650.240
2016-04-29 02:57:165.751.240.4
2016-04-29 04:38:015.451.540.4
2016-04-29 06:39:275.551.240.4
2016-04-29 08:42:484.752.540.3
2016-04-29 10:37:074.150.240.2
2016-04-29 12:48:213.551.740.3
2016-04-29 14:43:123.952.540.4
2016-04-29 16:36:314.45240.3
2016-04-29 18:38:20552.540.1
2016-04-29 20:35:065.450.740.4
2016-04-29 22:37:555.351.540.3
2016-04-30 00:42:565.65140.1
2016-04-30 02:38:525.75140.4
2016-04-30 04:53:185.450.740.1
2016-04-30 06:43:165.35140.2
2016-04-30 08:57:384.65240.3
2016-04-30 10:57:053.551.540.3
2016-04-30 12:57:374.251.240.5
2016-04-30 14:53:053.951.240.3
2016-04-30 16:43:06452.540.4
2016-04-30 18:52:304.450.540.4
2016-04-30 20:42:28552.240.6
2016-05-01 22:47:284.850.740.7
2016-05-02 00:34:575.250.740.3
2016-05-02 02:57:235.551.540.3
2016-05-02 04:56:435.45140.1
2016-05-02 06:52:535.351.740.3
2016-05-02 08:48:204.151.740.4
2016-05-02 10:48:373.250.740.5
2016-05-02 12:48:371.852.740.5
2016-05-02 14:49:132.152.740.5
2016-05-02 16:47:172.451.740.4
2016-05-02 18:43:303.85140.4
2016-05-02 20:49:524.751.240.7
2016-05-02 22:40:044.450.740.3
2016-05-03 00:42:054.65140.3
2016-05-03 02:38:46550.240.3
2016-05-03 04:47:435.250.240.3
2016-05-03 06:43:084.950.540.4
2016-05-03 08:43:543.851.540.3
2016-05-03 10:47:482.653.240.7
2016-05-03 12:37:191.65240.4
2016-05-03 14:37:102.351.540.6
2016-05-03 16:46:222.952.540.6
2016-05-03 18:42:153.651.740.4
2016-05-03 20:47:484.850.740.4
2016-05-03 22:37:435.35340.8
2016-05-04 00:36:555.251.240.4
2016-05-04 02:49:315.250.740.3
2016-05-04 04:37:045.851.540.5
2016-05-04 06:41:215.450.240.4
2016-05-04 08:43:065.450.740.4
2016-05-04 10:49:554.65240.3
2016-05-04 12:52:0535240.7
2016-05-04 14:48:523.751.240.4
2016-05-04 16:37:413.750.240.4
2016-05-04 18:37:385.15140.3
2016-05-04 20:34:195.650.540.4
2016-05-04 22:33:045.652.539.9
2016-05-05 00:42:235.651.739.9
2016-05-05 02:34:475.651.740.1
2016-05-05 04:32:105.451.740.1
2016-05-05 06:43:405.151.740.3
2016-05-05 08:38:004.750.540.4
2016-05-05 10:52:034.851.540.4
2016-05-05 12:51:024.450.540.3
2016-05-05 14:59:014.651.740.4
2016-05-05 16:48:445.250.740
2016-05-05 18:47:575.250.240.2
2016-05-05 20:38:525.450.239.9
2016-05-05 22:43:425.45240.3
2016-05-06 00:37:135.550.740.4
2016-05-06 02:38:245.750.540.1
2016-05-06 04:42:175.249.740
2016-05-06 06:42:155.449.740.4
2016-05-06 08:39:064.750.240.1
2016-05-06 11:01:444.35240.3
2016-05-06 12:44:435.150.240.4
2016-05-06 14:52:395.150.240.4
2016-05-06 16:59:375.149.740.3
2016-05-06 18:42:345.149.740.6
2016-05-06 20:43:575.45040.4
2016-05-06 22:44:555.45140.4
2016-05-07 00:31:445.350.240.3
2016-05-07 02:39:125.750.739.9
2016-05-07 04:44:445.750.740
2016-05-07 06:43:045.450.540
2016-05-07 08:42:094.650.240.2
2016-05-07 10:35:534.749.740.4
2016-05-07 12:49:2145040.3
2016-05-07 14:41:584.350.239.9
2016-05-07 16:38:254.350.240.3
2016-05-07 18:34:49549.740.1
2016-05-07 20:49:185.250.240.3
2016-05-07 22:43:075.65140.2
2016-05-08 00:45:395.35040.3
2016-05-08 02:42:545.850.540.3
2016-05-08 04:37:42650.540.2
2016-05-08 06:39:485.949.740.4
2016-05-08 08:38:004.85040.4
2016-05-08 10:34:384.25040.4
2016-05-08 12:43:134.749.740.3
2016-05-08 14:39:114.950.540.2
2016-05-08 16:44:574.95040.4
2016-05-08 18:37:084.85040
2016-05-08 20:37:075.250.240.2
2016-05-08 22:42:305.250.240.1
2016-05-09 00:34:525.651.740.2
2016-05-09 02:43:025.95140.2
2016-05-09 04:47:105.950.740.2
2016-05-09 06:40:315.950.740.3
2016-05-09 08:38:075.250.240.4
2016-05-09 10:38:544.950.240.4
2016-05-09 12:48:334.55040.4
2016-05-09 14:38:043.851.539.9
2016-05-09 16:38:224.249.740.2
2016-05-09 18:49:144.850.740.1
2016-05-09 20:46:465.250.240.2
2016-05-09 22:36:275.350.540.4
2016-05-10 00:34:345.85140.4
2016-05-10 02:37:455.851.540
2016-05-10 04:43:44649.740.2
2016-05-10 06:37:535.849.540.3
2016-05-10 08:41:575.250.740.3
2016-05-10 10:33:124.95140.1
2016-05-10 12:48:414.449.240.4
2016-05-10 14:49:323.251.540.2

At first I thought it could be a neighbor but then realized it was some of your own equipment exacerbating the issue. (serial # ending in ...0481)  It would explain the intermittent appearance of the issue, as TV boxes don't communicate data back upstream that often (only occasionally when needed)

My postings on this site are my own, off-the-clock, and don’t necessarily represent TWC’s/Charter's strategies or opinions.
Participant

Re: Intermittent speed and connections

Well it is starting again tonight...

Just ran the speed test and it completed the download showing 8 mbps (kind of slow for 300), and then doing the upload portion I got "Test Timed out!". 

I'll keep you posted on how tomorrows appt goes.

Spectrum Employee

Re: Intermittent speed and connections

If you want, you are more than welcome to post pictures here of what gets found. Smiley Happy

Just something those of here in the community are always curious to see,

Can upload them somewhere like imgur and link them here.

My postings on this site are my own, off-the-clock, and don’t necessarily represent TWC’s/Charter's strategies or opinions.