Rookie

Internet Disconnecting randomly for 2 weeks Had 3 techs out

Hi All-

 

Need some advice on the next steps. I've been getting randomly disconnected for 20 secs multiple times in the day and I stream on twitch and do gaming which really destroys my enjoyment. Techs came out, replaced the line, checked signal etc. and even replaced mode/router same issue.  Not sure what to do next since they are unable to help further. 

 

Downstream Bonded Channels

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR

Correctables

Uncorrectables

1

Locked

QAM256

24

417000000 Hz

3.7 dBmV

41.4 dB

0

0

2

Locked

QAM256

2

285000000 Hz

3.1 dBmV

40.3 dB

0

0

3

Locked

QAM256

3

291000000 Hz

3.2 dBmV

40.5 dB

0

0

4

Locked

QAM256

4

297000000 Hz

3.2 dBmV

40.5 dB

0

0

5

Locked

QAM256

5

303000000 Hz

3 dBmV

40.4 dB

0

0

6

Locked

QAM256

6

309000000 Hz

2.9 dBmV

40.3 dB

0

0

7

Locked

QAM256

7

315000000 Hz

3.2 dBmV

40.8 dB

0

0

8

Locked

QAM256

8

321000000 Hz

3.4 dBmV

40.9 dB

0

0

9

Locked

QAM256

9

327000000 Hz

3.3 dBmV

40.9 dB

0

0

10

Locked

QAM256

10

333000000 Hz

3.1 dBmV

40.6 dB

0

0

11

Locked

QAM256

11

339000000 Hz

3.5 dBmV

40.6 dB

0

0

12

Locked

QAM256

12

345000000 Hz

3.7 dBmV

40.9 dB

0

0

13

Locked

QAM256

13

351000000 Hz

3.6 dBmV

41 dB

0

0

14

Locked

QAM256

14

357000000 Hz

3.5 dBmV

40.8 dB

0

0

15

Locked

QAM256

15

363000000 Hz

3.8 dBmV

41.3 dB

0

0

16

Locked

QAM256

16

369000000 Hz

4 dBmV

41.5 dB

0

0

17

Locked

QAM256

17

375000000 Hz

4.3 dBmV

41.9 dB

0

0

18

Locked

QAM256

18

381000000 Hz

4 dBmV

41.4 dB

0

0

19

Locked

QAM256

19

387000000 Hz

3.9 dBmV

41.9 dB

0

0

20

Locked

QAM256

20

393000000 Hz

4.4 dBmV

42.5 dB

0

0

21

Locked

QAM256

21

399000000 Hz

4.5 dBmV

42 dB

0

0

22

Locked

QAM256

22

405000000 Hz

4.1 dBmV

41.9 dB

0

0

23

Locked

QAM256

23

411000000 Hz

3.9 dBmV

41.9 dB

0

0

24

Locked

QAM256

1

279000000 Hz

3.9 dBmV

40.9 dB

0

0

 

Upstream Bonded Channels

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

3

5120 Ksym/sec

30600000 Hz

40.8 dBmV

2

Locked

ATDMA

2

5120 Ksym/sec

24200000 Hz

40.8 dBmV

3

Locked

TDMA

1

2560 Ksym/sec

19400000 Hz

40.8 dBmV

4

Locked

ATDMA

4

5120 Ksym/sec

37000000 Hz

40.8 dBmV

5

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

6

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

7

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

8

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

 

6 REPLIES 6
Proven Sharer

Re: Internet Disconnecting randomly for 2 weeks Had 3 techs out

The modem is reporting good levels both up and down.  Please post the modem's status log which has all the error text notices.  Those usually tell us and the techs what is intermittently going wrong on their network.  Typical messages indicating a recurring break in the cable would be T3 Timeout, T4 Timeout, or RCS Partial Service.  Seems like every area of the country has recently had severe storm winds which can cause connections to wiggle loose when a heavy truck drives by.  The hardest part is finding those points in the cable network. 

Rookie

Re: Internet Disconnecting randomly for 2 weeks Had 3 techs out

Hi, thanks for your reply, below is the log.

2019-3-18, 10:36:54 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:db:ad:40;CMTS-MAC=00:17:10:9c:4d:8c;CM-QOS=1.1;CM-VER=3.0;
2019-3-18, 10:41:22 Warning (5) Dynamic Range Window violation
2019-3-18, 10:41:22 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:db:ad:40;CMTS-MAC=00:17:10:9c:4d:8c;CM-QOS=1.1;CM-VER=3.0;
2019-3-18, 10:44:34 Warning (5) Dynamic Range Window violation
2019-3-18, 10:44:35 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:db:ad:40;CMTS-MAC=00:17:10:9c:4d:8c;CM-QOS=1.1;CM-VER=3.0;
Rookie

Re: Internet Disconnecting randomly for 2 weeks Had 3 techs out

Still experiencing these disconnections every night multiple times, and there are no items in the log showing up at night. is there anyone from spectrum that can help?
Proven Sharer

Re: Internet Disconnecting randomly for 2 weeks Had 3 techs out

One or more of the DS (downstream) channels assigned to your data modem is briefly dropping out, causing the T3 error messages.  On March 18 they started showing up around 10:41 AM STANDARD TIME (11:41 DST)!  Did you possibly have high winds at that time? 

When you have intermittent trouble like this, you can ask Spectrum to monitor the signal levels at your modem for a period of two weeks or more.  Their service teams realize that stuff like this happens but it doesn't stick around waiting for the tech to arrive and analyze.

Rookie

Re: Internet Disconnecting randomly for 2 weeks Had 3 techs out

Well the drops are happening even when the t3s arent showing up and it's all day. Without wind even. Also i'm not sure if this is related, but i only started experiencing this after i upgraded to the 400 package from 200. I do get the full speed that i'm signed up to, but the drops only started happening after. So i'm not sure if it's related in anyway.

Community Manager

Re: Internet Disconnecting randomly for 2 weeks Had 3 techs out

We would recommend another service call visit to investigate further. 

 

Please contact us at: