Rookie

Internet connection drops intermittently for minutes, hours, or days at a time.

Hello, 

I've been experiencing intermittent conectivity issues with my Spectrum "Extreme Internet" service (the only service I subscribe). I have my own modem; the TWC approved Motorola SURFboard SBG6580. My location is New York, NY (10025). I use Ethernet cables for connection to PCs, playstation, and Roku. I am not aware of splitters, amplifiers, etc. in my building but I would assume they are there (large apartment building).  

Friday 04/21/2017 the connection dropped of completly for the entire day. Rebooting the router did not help. The service have been spoty since then. After repetadly rebooting the modem manually, and through the Spectrum account website I finally established a decent enought connection to be able to post this message.  

Attached below are my logs. Please let me know what seems to be the problem and how can I fix it?

Information
Standard Specification CompliantDOCSIS 3.0
Hardware Version2
Software VersionSBG6580-6.5.2.0-GA-06-077-NOSH
Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel Locked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration File  
SecurityEnabledBPI+

 

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM25615363000000 Hz-2.4 dBmV42.0 dB772303
2LockedQAM25612345000000 Hz-2.2 dBmV42.5 dB455297
3LockedQAM25613351000000 Hz-2.7 dBmV41.9 dB590401
4LockedQAM25614357000000 Hz-3.0 dBmV42.0 dB1237311
5LockedQAM25611339000000 Hz-2.8 dBmV42.6 dB604486
6LockedQAM2561279000000 Hz-0.6 dBmV42.5 dB8576591
7LockedQAM2562285000000 Hz-1.2 dBmV42.0 dB34033774
8LockedQAM2563291000000 Hz-1.6 dBmV41.8 dB23969911

 

Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedTDMA12560 Ksym/sec19400000 Hz56.5 dBmV
2Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
3Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
4Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
Time  Priority  Description 
 Tue Apr 25 12:37:41 2017   Notice (6)  TLV-11 - unrecognized OID;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 25 12:37:41 2017   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 25 12:37:41 2017   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 25 12:37:41 2017   Warning (5)  DHCP WARNING - Non-critical field invalid in response ;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 25 12:37:29 2017   Notice (6)  T4 No Station Maint Timeout - Reinitialize MAC... 
 Tue Apr 25 12:37:29 2017   Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.0;CM-VER=3.0; 
 Tue Apr 25 12:36:31 2017   Notice (6)  T4 No Station Maint Timeout - Reinitialize MAC... 
 Tue Apr 25 12:36:31 2017   Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 25 12:17:49 2017   Notice (6)  TLV-11 - unrecognized OID;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 25 12:17:48 2017   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 25 12:17:48 2017   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 25 12:17:48 2017   Warning (5)  DHCP WARNING - Non-critical field invalid in response ;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 25 12:17:32 2017   Critical (3)  No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.0;CM-VER=3.0; 
 Tue Apr 25 12:17:22 2017   Critical (3)  No Ranging Response received - T3 time-out  
 Tue Apr 25 12:17:15 2017   Critical (3)  No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.0;CM-VER=3.0; 
 Tue Apr 25 12:17:05 2017   Critical (3)  No Ranging Response received - T3 time-out  
 Tue Apr 25 12:16:52 2017   Critical (3)  No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.0;CM-VER=3.0; 
 Tue Apr 25 12:16:42 2017   Critical (3)  No Ranging Response received - T3 time-out  
 Tue Apr 25 12:16:25 2017   Critical (3)  No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.0;CM-VER=3.0; 
 Tue Apr 25 12:16:15 2017   Critical (3)  No Ranging Response received - T3 time-out  
 Tue Apr 25 12:15:47 2017   Critical (3)  No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.0;CM-VER=3.0; 
 Tue Apr 25 12:15:37 2017   Critical (3)  No Ranging Response received - T3 time-out  
 Tue Apr 25 12:15:24 2017   Critical (3)  No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.0;CM-VER=3.0; 
 Tue Apr 25 12:15:14 2017   Critical (3)  No Ranging Response received - T3 time-out  
 Tue Apr 25 12:14:58 2017   Critical (3)  No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.0;CM-VER=3.0; 
 Tue Apr 25 12:14:48 2017   Critical (3)  No Ranging Response received - T3 time-out  
 Tue Apr 25 12:14:39 2017   Critical (3)  No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.0;CM-VER=3.0; 
 Tue Apr 25 12:14:29 2017   Critical (3)  No Ranging Response received - T3 time-out  
 Tue Apr 25 12:14:09 2017   Notice (6)  T4 No Station Maint Timeout - Reinitialize MAC... 
 Tue Apr 25 12:14:09 2017   Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.0;CM-VER=3.0; 
 Tue Apr 25 12:13:36 2017   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.0;CM-VER=3.0; 
 Tue Apr 25 12:13:00 2017   Notice (6)  T4 No Station Maint Timeout - Reinitialize MAC... 
 Tue Apr 25 12:13:00 2017   Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 25 12:11:55 2017   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 25 11:57:12 2017   Notice (6)  TLV-11 - unrecognized OID;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 25 11:57:12 2017   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 25 11:57:12 2017   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.1;CM-VER=3.0; 
 Time Not Established  Warning (5)  DHCP WARNING - Non-critical field invalid in response ;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established  Critical (3)  No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established  Critical (3)  No Ranging Response received - T3 time-out  
 Time Not Established  Critical (3)  No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established  Critical (3)  No Ranging Response received - T3 time-out  
 Time Not Established  Critical (3)  No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established  Critical (3)  No Ranging Response received - T3 time-out  
 Time Not Established  Critical (3)  No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=e8:6d:52:75:38:3d;CMTS-MAC=00:17:10:88:0b:25;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established  Critical (3)  No Ranging Response received - T3 time-out  
6 REPLIES 6
Expert

Re: Internet connection drops intermittently for minutes, hours, or days at a time.

you have major signal level issues. Modem must be on the first 2 way splitter if you have cable boxes or no splitter if you're internet only. could also be corroded or oxidised center wire, or a bad 2 way splitter or open ports, if there are multiple cable jacks, there's splitters somewhere, check behind wall plates, make sure all center wire is shiny copper , extends 1/8" beyond the nuts and nuts are a tad more than finger tight.

 

 You are having ingress/ distortion on the DS channels.

Your upstream has killed off 3 needed upstream channels to concentrate everything onto a single US channel and at +56 dBmv, it is at max.

 

 You should see 4 US channels with levels below +52 dBmv with 30-50 dBmv being optimum

 Sounds like twc needs to send a tech.. THIS CANNOT BE FIXED OVER THE PHONE NO MATTER WHAT THEY CLAIM...

 

Not applicable

Re: Internet connection drops intermittently for minutes, hours, or days at a time.

Just out of curiosity, where do you see that the upstream is 56+ dBmv on the diagnostics this individual posted?

The fact that it is only locking on to one return frequency tells me something more.

I DO recommend the original poster has a technician come out on a trouble call (no charge for troubles calls) just to take a look at things though. Because a return not locking on usually entails more than what is going on behind a wallplate.
Highlighted
Expert

Re: Internet connection drops intermittently for minutes, hours, or days at a time.

here:

hannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedTDMA12560 Ksym/sec19400000 Hz56.5

Guess you don't know how docsis 3 bonded channels work or what apartment buildings have hidden behind wallplates..usually old corroded hex crimped connectors on rg 59 coax and either splitters or directional couplers only rated for 50-500 mHz for a MATV system

All that old crap needs to go so upstream has a decent low loss path and can divide up it's power for rumnning bonded channels.

 And sorry but docsis 3 modems just don't work in the real world at their limits which are only useable on lab quality test parameters.

 The real world levels are DS  -8 to +8 dBmv with at least a 35 dB s/n and no more than 3 dB from the lowest to highest channel and .5 dB between adjacent channels.

 US must be below +52 dBmv  and preferably  in the +30 to +50 dBmv range for channel bonding to work.

 Any skipped over DS channels MUST NOT have severe ingress from broadcast TV, 4G cellular, LMR, or other licensed/unlicensed source that is 3 dB higher than the qam levels.  Modem channel assignments must be within their bandwidth acceptance specs.

And 6580's are obsolete as they won't do IPv6, TWC is throwing them out as wellas 6121's that only had a 36 mHz acceptance bandwidth

Main problem is that TWC/Spectrum is replacing modems rather than repairing Ingress and noise issues on their 40 year old ailing outside  plant

 

Rookie

Re: Internet connection drops intermittently for minutes, hours, or days at a time.

WOW THANK YOU I really appreciate your response. I followed the wire coming into the apartment, lo and behold found a splitter tacked away in my closet. After tightening the nuts I got a 2nd upstream channel. It's still not in the optimal range you mentioned, but it's an improvement.

Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedTDMA12560 Ksym/sec19400000 Hz55.2 dBmV
2LockedATDMA22560 Ksym/sec24200000 Hz55.2 dBmV
3Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
4Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV

 

Now, when I bypassed the splitter, connecting to the main line directly:

Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedTDMA12560 Ksym/sec19400000 Hz50.9 dBmV
2LockedATDMA22560 Ksym/sec24200000 Hz50.9 dBmV
3LockedATDMA35120 Ksym/sec30600000 Hz50.9 dBmV
4LockedATDMA45120 Ksym/sec37000000 Hz50.9 dBmV

Sweet, thank you again for your input. 

Rookie

Re: Internet connection drops intermittently for minutes, hours, or days at a time.

Thanks for the info on "trouble calls." That was the main reason why I didn't call for a technician to come in already. 

Expert

Re: Internet connection drops intermittently for minutes, hours, or days at a time.

You should be ok, there are too many splitters in the meter room or wherever twc has the junction boxes.

You can't afford any additional splitter loss. print out the up/downstream levels for your records