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Losing connection/ Dropping connection/ SGB6580 Restarting eroor

Have been having issues since last week, my modem keeps restarting by it self, I've done numerous things I could find  to troubleshoot and all fail. I get the disconnections mostly at day time, random hours. I also tried disabling my wireless on my SGB6580 and NAPT, as I saw those could be the things causing it, but nope, it still happens.

 

 Time  Priority  Description 
 Fri Nov 18 06:01:47 2016   Notice (6)  WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE 
 Thu Nov 17 23:13:35 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d4:0a:a9:a9:b1:46;CMTS-MAC=00:01:5c:6a:00:4e;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 22:48:08 2016   Notice (6)  TLV-11 - unrecognized OID;CM-MAC=d4:0a:a9:a9:b1:46;CMTS-MAC=00:01:5c:6a:00:4e;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 22:48:07 2016   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=d4:0a:a9:a9:b1:46;CMTS-MAC=00:01:5c:6a:00:4e;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 22:48:07 2016   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=d4:0a:a9:a9:b1:46;CMTS-MAC=00:01:5c:6a:00:4e;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 22:48:07 2016   Warning (5)  DHCP WARNING - Non-critical field invalid in response ;CM-MAC=d4:0a:a9:a9:b1:46;CMTS-MAC=00:01:5c:6a:00:4e;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 22:48:01 2016   Critical (3)  No Ranging Response received - T3 time-out  
 Thu Nov 17 22:47:49 2016   Notice (6)  T4 No Station Maint Timeout - Reinitialize MAC... 
 Thu Nov 17 22:47:49 2016   Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d4:0a:a9:a9:b1:46;CMTS-MAC=00:01:5c:6a:00:4e;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 22:47:16 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d4:0a:a9:a9:b1:46;CMTS-MAC=00:01:5c:6a:00:4e;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 22:01:28 2016   Notice (6)  TLV-11 - unrecognized OID;CM-MAC=d4:0a:a9:a9:b1:46;CMTS-MAC=00:01:5c:6a:00:4e;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 22:01:27 2016   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=d4:0a:a9:a9:b1:46;CMTS-MAC=00:01:5c:6a:00:4e;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 22:01:27 2016   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=d4:0a:a9:a9:b1:46;CMTS-MAC=00:01:5c:6a:00:4e;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 22:01:27 2016   Warning (5)  DHCP WARNING - Non-critical field invalid in response ;CM-MAC=d4:0a:a9:a9:b1:46;CMTS-MAC=00:01:5c:6a:00:4e;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 22:01:22 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d4:0a:a9:a9:b1:46;CMTS-MAC=00:01:5c:6a:00:4e;CM-QOS=1.0;CM-VER=3.0; 
 Thu Nov 17 22:01:09 2016   Notice (6)  T4 No Station Maint Timeout - Reinitialize MAC... 
 Thu Nov 17 22:01:09 2016   Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d4:0a:a9:a9:b1:46;CMTS-MAC=00:01:5c:6a:00:4e;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 22:00:37 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d4:0a:a9:a9:b1:46;CMTS-MAC=00:01:5c:6a:00:4e;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 21:49:16 2016   Notice (6)  TLV-11 - unrecognized OID;CM-MAC=d4:0a:a9:a9:b1:46;CMTS-MAC=00:01:5c:6a:00:4e;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 21:49:16 2016   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=d4:0a:a9:a9:b1:46;CMTS-MAC=00:01:5c:6a:00:4e;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 21:49:16 2016   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=d4:0a:a9:a9:b1:46;CMTS-MAC=00:01:5c:6a:00:4e;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 21:49:16 2016   Warning (5)  DHCP WARNING - Non-critical field invalid in response ;CM-MAC=d4:0a:a9:a9:b1:46;CMTS-MAC=00:01:5c:6a:00:4e;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 21:49:10 2016   Critical (3)  No Ranging Response received - T3 time-out  
 Thu Nov 17 21:48:59 2016   Notice (6)  T4 No Station Maint Timeout - Reinitialize MAC... 
 Thu Nov 17 21:48:59 2016   Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d4:0a:a9:a9:b1:46;CMTS-MAC=00:01:5c:6a:00:4e;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 21:48:26 2016   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d4:0a:a9:a9:b1:46;CMTS-MAC=00:01:5c:6a:00:4e;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 21:32:32 2016   Notice (6)  TLV-11 - unrecognized OID;CM-MAC=d4:0a:a9:a9:b1:46;CMTS-MAC=00:01:5c:6a:00:4e;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 21:32:30 2016   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=d4:0a:a9:a9:b1:46;CMTS-MAC=00:01:5c:6a:00:4e;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 21:32:30 2016   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=d4:0a:a9:a9:b1:46;CMTS-MAC=00:01:5c:6a:00:4e;CM-QOS=1.1;CM-VER=3.0; 
25 REPLIES 25
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Re: Losing connection/ Dropping connection/ SGB6580 Restarting eroor

I also live in SOCAL, 90003.

I've been thinking of buying a Netgear ac1750 cable modem router (c6300) to see if it occurs on it as well.  

Software VersionSBG6580-6.5.2.0-GA-06-077-NOSH

 

 

 

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM25619627000000 Hz10.5 dBmV36.3 dB226420
2LockedQAM25620633000000 Hz10.2 dBmV36.2 dB204424
3LockedQAM25621639000000 Hz10.0 dBmV36.0 dB174341
4LockedQAM25622645000000 Hz9.6 dBmV35.6 dB158288
5LockedQAM25624657000000 Hz9.0 dBmV37.9 dB180368
6LockedQAM25626669000000 Hz7.3 dBmV37.6 dB127287
7LockedQAM25627675000000 Hz7.0 dBmV37.5 dB153385
8LockedQAM25628681000000 Hz7.7 dBmV37.8 dB133361

 

Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA675120 Ksym/sec30600000 Hz38.5 dBmV
2LockedTDMA652560 Ksym/sec18500000 Hz38.5 dBmV
3LockedATDMA665120 Ksym/sec23300000 Hz38.5 dBmV
4LockedATDMA685120 Ksym/sec37000000 Hz38.5 dBmV

 

Expert

Re: Losing connection/ Dropping connection/ SGB6580 Restarting eroor

You have a serious coaxial issue and are wasting money purchasing  a modem. If everything is tight, get twc out.

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Re: Losing connection/ Dropping connection/ SGB6580 Restarting eroor

What do you mean, get twc out? I have a cousin who lives few blocks away and he has all the same modem/router and he never had problems with them, he has been with em for 5months. I barely am on my first month and it just started happening. And whats a coaxial issue?

And I already replaced both ethernet/internet cables from my modem and router.

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Re: Losing connection/ Dropping connection/ SGB6580 Restarting eroor

This is the Downstream from morning, compared to last night. The power is normal compare to last night.

 

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM25623651000000 Hz6.7 dBmV38.6 dB00
2LockedQAM25624657000000 Hz6.1 dBmV38.4 dB00
3LockedQAM25626669000000 Hz4.5 dBmV38.1 dB00
4LockedQAM25627675000000 Hz4.4 dBmV37.8 dB00
5LockedQAM25628681000000 Hz5.8 dBmV36.9 dB00
6LockedQAM25630693000000 Hz6.2 dBmV37.1 dB00
7LockedQAM25631699000000 Hz6.2 dBmV37.1 dB00
8LockedQAM25632705000000 Hz5.8 dBmV37.1 dB00
Expert

Re: Losing connection/ Dropping connection/ SGB6580 Restarting eroor

need to see the upstream as well. Did it change?

and which way?

 I believe there's also broadcast tv ingress resulting in the skipped and different DS channels.

You have a coaxial issue, either inside, outside, down the street. something is intermittent and of course, throwing modems at a coaxial problem is fruitless. 

 This can't be fixed over the phone, TWC needs to send someone out but it's also an intermittent problem, good luck.

 You're better of breaking loose all connections and snugging them back down a tad more than finger tight., see if that helps.

 

 

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Re: Losing connection/ Dropping connection/ SGB6580 Restarting eroor

 

Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA665120 Ksym/sec23300000 Hz38.5 dBmV
2LockedTDMA652560 Ksym/sec18500000 Hz38.5 dBmV
3LockedATDMA675120 Ksym/sec30600000 Hz38.5 dBmV
4LockedATDMA685120 Ksym/sec37000000 Hz38.5 dBmV

 

 

 

I already have a tier3 technician appointment for monday.  Not sure what you mean by the last part, all cables are already fit perfectly.

Expert

Re: Losing connection/ Dropping connection/ SGB6580 Restarting eroor

Looks like a bad amplifier out on the street somewhere that's going whacky.

 Upstream is constant, downstream is an issue , print the two pages, tell the tech it's bad when the DS levels are like that page.

 

Spectrum Employee

Re: Losing connection/ Dropping connection/ SGB6580 Restarting eroor

@erami21 wrote:

What do you mean, get twc out? I have a cousin who lives few blocks away and he has all the same modem/router and he never had problems with them, he has been with em for 5months. I barely am on my first month and it just started happening. And whats a coaxial issue?


To be blunt, anecdotal examples are worthless; and in your example, your cousin is likely on an entirely different HFC node, let alone not on the same amp trunk line, feeder line, or tap!   It's a logic fallacy to assume there's anything the same at all, just because the model #'s are the same.  This has little-to-nothing to do with the SBG6580 itself.

 

 


@erami21 wrote:

 

I already have a tier3 technician appointment for monday.  Not sure what you mean by the last part, all cables are already fit perfectly.


Um... There is no such thing as a Tier3 Field Tech.

Spoiler
There's Tier3, a call center department for more advance support issues (such as MyAccount, Phone tech support, porting issues, WiFi, etc. etc.), and there are field technician who work on physical layer stuff (coaxial wiring, splitters, and equipment) from the utility tap to CPE (customer premise equipment, like a modem).

The "by the last part" MsRaye is talking about, what she/he means is suggesting that you make sure you don't have a problem being caused by something as simple partially connected "F-connector" (technical term for coaxial) fitting.  For RG6, RG11, and RG59 coax; 20 inch-pounds of torque is factory spec for all except certain modems (which have a plastic holder and 10 inch-pounds are sufficient).  In layman's terms, this just means "a little more than finger tight". Just make sure it's not loose, that's all.

 

I know it sounds silly but a sucked-out fitting, or partially connected (not screwed down) fitting, or a cheap or badly made fitting are the #1 physical root cause of coaxial RF signal intermittency.  The modem QAM digital cable systems (like the one you have with TWC/Charter) are more sensitive to out-of-range signal power levels and noise than they were back in the 1960's.  There are many homes out there where what's behind the coax wallplates is just simply unacceptable for a modern digital broadband system.

Examples of bad stuff when it comes to coax fittings:

Spoiler

"suck-out fitting examplesuck-out fitting example

cheap pre-made fittingscheap pre-made fittings

hex-crimp fittingshex-crimp fittings

twist-on fittingstwist-on fittings

 Hope that clears up some of the explanation.

 

Rather than telling the tech how to do their job, tell them that you've got intermittent issues and need things checked throughougly, including ingress-related noise.  What you could do to make the process go smoother in advance of your appointment is try to make the coax wallplates (if you have any that are being used) accessable (as for some reason they're often behind furniture).

 

And not this isn't from broadcast TV ingress on the cable plant.  Again.

 There is likely some ingress in the house, as the upstream 24.2 MHz is the channel that keeps dropping in those T3 timeouts.

My postings on this site are my own, off-the-clock, and don’t necessarily represent TWC’s/Charter's strategies or opinions.
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Re: Losing connection/ Dropping connection/ SGB6580 Restarting eroor

I just thought the issue might have been with the modem it self since I hear many things about that model and that's why I was going to go try out a netgear modem. I thought it was a DNS issue as that's what it said when I ran the troubleshoot, I changed to opendns instead of twc dns as I also saw on downdetector page that other people around LA and in same zip code were having a problem, a rep also said there was a issue around my area but they fixed it, problem still showed up.