Internet (WiFi AND ethernet, everything) keeps dropping for minutes at a time

I've been having this problem for pretty much weeks at this point with no end in sight. As frustrating it is in itself, it's even more enfuriating because the thing seems to do this whenever it pleases. 

 

To make the long story short without leaving out important details before I go on a research paper long rant: My internet keeps dropping out at random times for only 1-3 minutes at a time. It's always back very soon, but then it goes down again, sometimes hours later, sometimes IMMIDIATELY after.  It is completely random, the last person I spoke to suggested this is because of my internet speed (my speed is fine for what I do, I have no complains about it, and I do quite a few speed-reliant things) and that I use too many things at the same time, and that I should minimize the amount of things using WiFi/Ethernet at the same time, yet it went down 4 times in 50 minutes the other night when I was trying to watch a YouTube video on my phone, and worked for hours on end while I played a really fast paced video game connecting from the West coast of the US to a European server.  

 

There was a precedent to this, it used to go down much less frequently but it did so for longer periods of time. I called Time Warner, we arranged to have a tech come out, but eventually I got a call from them saying it was fixed, so we cancelled the appointment. And it WAS fixed. It worked for about a week or so, then it started doing what it's doing now. I made a call, they said they made some changes to the settings and that it should work now, but that was not the case. I called most recently yesterday, they said they changed some things again and they'll monitor it and I should give it until Tuesday (3 days from now) while they monitor it, if nothing happens they'll send a tech out. It's still doing the same thing and it shows no signs of stopping, and I am DEFINITELY not willing to let this mess up my 4 day weekend if I can help it.

 

Some notes: I have tried switching channels multiple times, 1, 6 and 11 all have it happening. As silly as it sounds I have tried to rotate, flip, etc the modem/router box (it's the one Time Warner gives out, an Arris, not sure of the model but probably the newest one since this was installed about a month ago), didn't help, neither did resetting it. I use the 2.4g connection and don't really touch the 5G, but they both go down simultaneously. The 2.4g blinks sometimes but the connection works anyway, but when it goes down, all the lights stay on for a while, then the 2.4g and 5G lights go out, while the Online light starts blinking, until it all goes back to them constanlty being on again and the internet coming back on. I do NOT have any TV and there's nothing that should be interfering. I only use my laptop, desktop and phone, at least as of late.

 

Any help would be greatly appreciated, if you need me to provide event logs or something similar, tell me and I will do so.

8 REPLIES 8

Re: Internet (WiFi AND ethernet, everything) keeps dropping for minutes at a time

Some things I missed/got wrong: The US/DS light actually blinks, the Online light completely shuts off, the model is an Arris DG1670A which seems is NOT a new model.

Expert

Re: Internet (WiFi AND ethernet, everything) keeps dropping for minutes at a time

copy and paste the modems signal level and error log pages, hopefully a few hours after a reset. Need real history.

 

Re: Internet (WiFi AND ethernet, everything) keeps dropping for minutes at a time

Sorry for the late reply. Here are the logs. I have also turned off 5G, let the thing have its own outlet, turned off Firewall, enabled WMM  and AP Isolation, it lasted a few days without turning off, now it started doing it again. Literally nothing I try helps. And after I fix it, it just gets worse.

 

Downstream

 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 132705.00 MHz7.60 dBmV40.95 dB256QAM3801452435
Downstream 29567.00 MHz10.20 dBmV40.37 dB256QAM511433810
Downstream 310573.00 MHz10.30 dBmV40.95 dB256QAM162137500
Downstream 411579.00 MHz10.00 dBmV40.95 dB256QAM563763900
Downstream 512585.00 MHz10.20 dBmV40.37 dB256QAM25284900
Downstream 613591.00 MHz10.10 dBmV40.95 dB256QAM18208900
Downstream 714597.00 MHz10.00 dBmV40.37 dB256QAM253288600
Downstream 815603.00 MHz10.00 dBmV40.37 dB256QAM436697700
Downstream 916609.00 MHz9.70 dBmV40.95 dB256QAM834300800
Downstream 1018621.00 MHz9.70 dBmV40.95 dB256QAM88409600
Downstream 1119627.00 MHz9.30 dBmV40.95 dB256QAM10281997150
Downstream 1220633.00 MHz9.40 dBmV40.95 dB256QAM1767489000
Downstream 1324657.00 MHz8.50 dBmV40.37 dB256QAM471609100
Downstream 1428681.00 MHz8.00 dBmV40.95 dB256QAM277545200
Downstream 1529687.00 MHz7.50 dBmV40.95 dB256QAM261298200
Downstream 1630693.00 MHz7.80 dBmV40.37 dB256QAM168190100
Reset FEC Counters

Upstream

 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 19023.30 MHz44.50 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 29237.00 MHz49.75 dBmVDOCSIS1.x (TDMA)2560 kSym/s16QAM
Upstream 39130.60 MHz46.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 48918.50 MHz44.25 dBmVDOCSIS1.x (TDMA)2560 kSym/s16QAM

 

 

 

Date TimeEvent IDEvent LevelDescription
9/6/2016 13:18820004003Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:cf:e2:9d:0b:42;CMTS-MAC=00:01:5c:67:7c:5d;CM-QOS=1.1;CM-VER=3.0;
9/6/2016 13:19820002003No Ranging Response received - T3 time-out;CM-MAC=14:cf:e2:9d:0b:42;CMTS-MAC=00:01:5c:67:7c:5d;CM-QOS=1.1;CM-VER=3.0;
9/6/2016 20:15820004003Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:cf:e2:9d:0b:42;CMTS-MAC=00:01:5c:67:7c:5d;CM-QOS=1.1;CM-VER=3.0;
9/6/2016 20:16820002003No Ranging Response received - T3 time-out;CM-MAC=14:cf:e2:9d:0b:42;CMTS-MAC=00:01:5c:67:7c:5d;CM-QOS=1.1;CM-VER=3.0;
9/6/2016 20:29820004003Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:cf:e2:9d:0b:42;CMTS-MAC=00:01:5c:67:7c:5d;CM-QOS=1.1;CM-VER=3.0;
9/6/2016 20:30820002003No Ranging Response received - T3 time-out;CM-MAC=14:cf:e2:9d:0b:42;CMTS-MAC=00:01:5c:67:7c:5d;CM-QOS=1.1;CM-VER=3.0;
9/6/2016 20:31820004003Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:cf:e2:9d:0b:42;CMTS-MAC=00:01:5c:67:7c:5d;CM-QOS=1.1;CM-VER=3.0;
9/6/2016 20:31820002003No Ranging Response received - T3 time-out;CM-MAC=14:cf:e2:9d:0b:42;CMTS-MAC=00:01:5c:67:7c:5d;CM-QOS=1.1;CM-VER=3.0;
9/6/2016 20:31820004003Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:cf:e2:9d:0b:42;CMTS-MAC=00:01:5c:67:7c:5d;CM-QOS=1.1;CM-VER=3.0;
9/6/2016 20:32820002003No Ranging Response received - T3 time-out;CM-MAC=14:cf:e2:9d:0b:42;CMTS-MAC=00:01:5c:67:7c:5d;CM-QOS=1.1;CM-VER=3.0;
9/6/2016 20:32820004003Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:cf:e2:9d:0b:42;CMTS-MAC=00:01:5c:67:7c:5d;CM-QOS=1.1;CM-VER=3.0;
9/6/2016 20:33820002003No Ranging Response received - T3 time-out;CM-MAC=14:cf:e2:9d:0b:42;CMTS-MAC=00:01:5c:67:7c:5d;CM-QOS=1.1;CM-VER=3.0;
9/6/2016 20:33820004003Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:cf:e2:9d:0b:42;CMTS-MAC=00:01:5c:67:7c:5d;CM-QOS=1.1;CM-VER=3.0;
9/6/2016 20:34820002003No Ranging Response received - T3 time-out;CM-MAC=14:cf:e2:9d:0b:42;CMTS-MAC=00:01:5c:67:7c:5d;CM-QOS=1.1;CM-VER=3.0;
9/6/2016 20:34820004003Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:cf:e2:9d:0b:42;CMTS-MAC=00:01:5c:67:7c:5d;CM-QOS=1.1;CM-VER=3.0;
9/6/2016 20:35820002003No Ranging Response received - T3 time-out;CM-MAC=14:cf:e2:9d:0b:42;CMTS-MAC=00:01:5c:67:7c:5d;CM-QOS=1.1;CM-VER=3.0;
9/6/2016 20:53820004003Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:cf:e2:9d:0b:42;CMTS-MAC=00:01:5c:67:7c:5d;CM-QOS=1.1;CM-VER=3.0;
9/6/2016 20:54820002003No Ranging Response received - T3 time-out;CM-MAC=14:cf:e2:9d:0b:42;CMTS-MAC=00:01:5c:67:7c:5d;CM-QOS=1.1;CM-VER=3.0;
9/6/2016 21:23820004003Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:cf:e2:9d:0b:42;CMTS-MAC=00:01:5c:67:7c:5d;CM-QOS=1.1;CM-VER=3.0;
9/6/2016 21:24820002003

No Ranging Response received - T3 time-out;CM-MAC=14:cf:e2:9d:0b:42;CMTS-MAC=00:01:5c:67:7c:5d;CM-QOS=1.1;CM-VER=3.0;

Expert

Re: Internet (WiFi AND ethernet, everything) keeps dropping for minutes at a time

You need to make sure everything is tight and no extra splitters. If nothings obvious, You're going to need twc out, something is causing the T3 and T4 errors and resets.

Re: Internet (WiFi AND ethernet, everything) keeps dropping for minutes at a time

TWC have been nothing but unhelpful, contradicting themselves left and right. I don't have any splitters whatsoever. Everything's plugged in directly to the wall.

Expert

Re: Internet (WiFi AND ethernet, everything) keeps dropping for minutes at a time

verify the connector on the backside of the wall plate isn't loose...

 

Re: Internet (WiFi AND ethernet, everything) keeps dropping for minutes at a time

Doesn't seem so.  I'll call them to send out a tech, but basically the error resets in the logs is it not getting enough power or?

Expert

Re: Internet (WiFi AND ethernet, everything) keeps dropping for minutes at a time

T3 and T4 issues are usually an upstream data collision or loss issue, can be electrical noise, radio ingress, bad modems elsewhere on the node.

We as users don't have access to the CMTS side at the head end to see what the upstream looks like.

 So you gotta call TWC

Especially neighbors that are having the same problem, It might get escallated to someone that cares to troubleshoot it

Your levels look good, but there's too many T3  or T4's a day.

 A lightning strike in my neighborhood caused this today:

Sep 07 2016 13:55:403-CriticalT05.0SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=b0:77:ac:;CMTS-MAC=00:01:5c:8a:80:62;CM-QOS=1.1;CM-VER=3.0;

But it didn't reset the modem

I was getting daily T3 errors thanks to a bad hardline connector down near the end of the node, yet my levels were good.  That was repaired last week, it was locatable by the excessive egress/leakage at that pole and I pretty much had it narrowed down to 2 of 6 connectors up there.  Since then, only a few T3 and T 4's occured when the tech was replacing modules in an amp upstream of me. There are still a bunch of subscriber drops that need to be repaired.

 It's always worst than pulling teeth to get TWC to fix anything other than at your own address.

Tech is up on the pole and won't replace the green F connectors that were bad 4 years ago...

The latest batch of F connectors that have the rubber seals are absolute junk, All of mine are split open after just 3 years outdoors and are not in any direct sunlight .