Observer

Loss of internet 5x (or more) times in the last 3 days

Hello,

I have had spectrum for a little over a month and it has been great until Tuesday 7/17. I left for the day and my wife informed me the smart lights would not turn off so I checked my eeros router and there was no internet connection. After rebooting my modem (SB6190) I was able to get internet back. This has happened at least 5 times since Tuesday morning.

 

Here are the log from the modem.

 

Event Log

The table below contains the log of events that the SB6190 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

Top of Form

Time

Priority

Description

Tue Jul 17 23:42:22 2018

3

No Ranging Response received - T3 time-out;CM-MAC=3c:04:61:43:53:8b;CMTS-MAC=00:17:10:86:b3:05;CM-QOS=1.1;CM-VER=3.0;

Wed Jul 18 03:53:34 2018

5

RCS Partial Service;CM-MAC=3c:04:61:43:53:8b;CMTS-MAC=00:17:10:86:b3:05;CM-QOS=1.1;CM-VER=3.0;

Wed Jul 18 03:53:35 2018

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=3c:04:61:43:53:8b;CMTS-MAC=00:17:10:86:b3:05;CM-QOS=1.1;CM-VER=3.0;

Wed Jul 18 03:53:35 2018

5

RCS Partial Service;CM-MAC=3c:04:61:43:53:8b;CMTS-MAC=00:17:10:86:b3:05;CM-QOS=1.1;CM-VER=3.0;

Wed Jul 18 04:50:39 2018

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=3c:04:61:43:53:8b;CMTS-MAC=00:17:10:86:b3:05;CM-QOS=1.1;CM-VER=3.0;

Wed Jul 18 04:50:39 2018

5

RCS Partial Service;CM-MAC=3c:04:61:43:53:8b;CMTS-MAC=00:17:10:86:b3:05;CM-QOS=1.1;CM-VER=3.0;

Wed Jul 18 04:50:39 2018

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=3c:04:61:43:53:8b;CMTS-MAC=00:17:10:86:b3:05;CM-QOS=1.1;CM-VER=3.0;

Wed Jul 18 04:50:45 2018

5

Lost MDD Timeout;CM-MAC=3c:04:61:43:53:8b;CMTS-MAC=00:17:10:86:b3:05;CM-QOS=1.1;CM-VER=3.0;

Wed Jul 18 07:12:20 2018

3

No Ranging Response received - T3 time-out;CM-MAC=3c:04:61:43:53:8b;CMTS-MAC=00:17:10:86:b3:05;CM-QOS=1.1;CM-VER=3.0;

Wed Jul 18 08:44:33 2018

5

RCS Partial Service;CM-MAC=3c:04:61:43:53:8b;CMTS-MAC=00:17:10:86:b3:05;CM-QOS=1.1;CM-VER=3.0;

Wed Jul 18 08:44:33 2018

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=3c:04:61:43:53:8b;CMTS-MAC=00:17:10:86:b3:05;CM-QOS=1.1;CM-VER=3.0;

Wed Jul 18 08:44:33 2018

5

RCS Partial Service;CM-MAC=3c:04:61:43:53:8b;CMTS-MAC=00:17:10:86:b3:05;CM-QOS=1.1;CM-VER=3.0;

Wed Jul 18 09:55:42 2018

3

No Ranging Response received - T3 time-out;CM-MAC=3c:04:61:43:53:8b;CMTS-MAC=00:17:10:86:b3:05;CM-QOS=1.1;CM-VER=3.0;

Wed Jul 18 13:35:32 2018

5

RCS Partial Service;CM-MAC=3c:04:61:43:53:8b;CMTS-MAC=00:17:10:86:b3:05;CM-QOS=1.1;CM-VER=3.0;

Wed Jul 18 13:48:14 2018

3

No Ranging Response received - T3 time-out;CM-MAC=3c:04:61:43:53:8b;CMTS-MAC=00:17:10:86:b3:05;CM-QOS=1.1;CM-VER=3.0;

Thu Jul 19 04:07:14 2018

5

RCS Partial Service;CM-MAC=3c:04:61:43:53:8b;CMTS-MAC=00:17:10:86:b3:05;CM-QOS=1.1;CM-VER=3.0;

Thu Jul 19 04:07:14 2018

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=3c:04:61:43:53:8b;CMTS-MAC=00:17:10:86:b3:05;CM-QOS=1.1;CM-VER=3.0;

Thu Jul 19 04:07:14 2018

5

RCS Partial Service;CM-MAC=3c:04:61:43:53:8b;CMTS-MAC=00:17:10:86:b3:05;CM-QOS=1.1;CM-VER=3.0;

Thu Jul 19 04:07:14 2018

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=3c:04:61:43:53:8b;CMTS-MAC=00:17:10:86:b3:05;CM-QOS=1.1;CM-VER=3.0;

Thu Jul 19 04:07:19 2018

5

Lost MDD Timeout;CM-MAC=3c:04:61:43:53:8b;CMTS-MAC=00:17:10:86:b3:05;CM-QOS=1.1;CM-VER=3.0;

16 REPLIES
Helper

Re: Loss of internet 5x (or more) times in the last 3 days

Can you also post the modem's signal levels page? Also, please describe your coax wiring setup...splitters, amps, etc. and where in relation to the main demarc is the modem and router?

Observer

Re: Loss of internet 5x (or more) times in the last 3 days

I am not 100% on the coax wiring setup. I know that I just had them install this coax in this location and it is fairly close to the box (5-10 ft max). Previously there was a splitter there but I am not sure if they just removed one of the wires and then plugged this new one in or if they took this wire directly to the box. I only have internet and no TV service so I should not need any splitters. (I can look later)

 

Here is my signal info. This was right after a reboot of the modem.

 

Status

The statuses listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

Top of Form

 

 

Startup Procedure

Procedure

Status

Comment

Acquire Downstream Channel

 

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Configuration File

OK

 

Security

Enabled

BPI+

DOCSIS Network Access Enabled

Allowed

 

 

Downstream Bonded Channels

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR

Corrected

Uncorrectables

1

Locked

256QAM

28

627.00 MHz

-0.70 dBmV

38.98 dB

0

0

2

Locked

256QAM

6

495.00 MHz

2.60 dBmV

40.95 dB

0

0

3

Locked

256QAM

7

501.00 MHz

2.30 dBmV

40.95 dB

0

0

4

Locked

256QAM

8

507.00 MHz

2.40 dBmV

40.95 dB

0

0

5

Locked

256QAM

9

513.00 MHz

2.10 dBmV

40.95 dB

0

0

6

Locked

256QAM

10

519.00 MHz

2.00 dBmV

40.95 dB

12

0

7

Locked

256QAM

11

525.00 MHz

1.80 dBmV

40.37 dB

0

0

8

Locked

256QAM

12

531.00 MHz

1.70 dBmV

40.37 dB

0

0

9

Locked

256QAM

13

537.00 MHz

1.50 dBmV

40.95 dB

0

0

10

Locked

256QAM

14

543.00 MHz

1.00 dBmV

40.37 dB

0

0

11

Locked

256QAM

15

549.00 MHz

1.10 dBmV

40.37 dB

0

0

12

Locked

256QAM

16

555.00 MHz

1.50 dBmV

40.95 dB

0

0

13

Locked

256QAM

17

561.00 MHz

1.10 dBmV

40.95 dB

0

0

14

Locked

256QAM

18

567.00 MHz

1.00 dBmV

40.95 dB

0

0

15

Locked

256QAM

19

573.00 MHz

1.40 dBmV

40.95 dB

0

0

16

Locked

256QAM

20

579.00 MHz

1.10 dBmV

40.37 dB

0

0

17

Locked

256QAM

21

585.00 MHz

0.80 dBmV

40.37 dB

0

0

18

Locked

256QAM

22

591.00 MHz

0.80 dBmV

40.95 dB

0

0

19

Locked

256QAM

23

597.00 MHz

0.60 dBmV

40.37 dB

0

0

20

Locked

256QAM

24

603.00 MHz

0.60 dBmV

40.95 dB

0

0

21

Locked

256QAM

25

609.00 MHz

-0.20 dBmV

40.37 dB

0

0

22

Locked

256QAM

26

615.00 MHz

-0.40 dBmV

40.37 dB

0

0

23

Locked

256QAM

27

621.00 MHz

-0.50 dBmV

38.61 dB

10

0

24

Locked

256QAM

5

489.00 MHz

2.60 dBmV

40.37 dB

0

0

 

Upstream Bonded Channels

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

2

5120 kSym/s

23.90 MHz

45.00 dBmV

2

Locked

ATDMA

4

5120 kSym/s

36.90 MHz

41.50 dBmV

3

Locked

ATDMA

3

5120 kSym/s

30.40 MHz

43.00 dBmV

4

Locked

TDMA

1

2560 kSym/s

19.00 MHz

43.00 dBmV

 

Current System Time: Thu Jul 19 05:52:32 2018

Proven Sharer

Re: Loss of internet 5x (or more) times in the last 3 days

Signal levels for both the downstream (DS) and upstream (US) channels are within the acceptable range.  However, your modem's event log includes several RCS Partial Service warnings, which means that one or more of the DS channels are dropping out for several seconds( or even longer).  Unless  a maintenance crew is already working on the lines in your area, there's a serious problem with a loose connection that they need to find and repair. 

 

Call in for service and tell the scheduler that your modem's event log includes several "RCS Partial Service" warning messages.  Print out a copy of the log to help the repair crew, and tell them if you know of any places nearby where a vehicle has hit a pole or a tree branch has come down recently. 

 

Observer

Re: Loss of internet 5x (or more) times in the last 3 days

I am calling spectrum today and I am going to ask that, I dont believe it is something inside my house or attached to my house since it was fine for over a month.

 

I was hoping it was something I could do on my side since I have heard horror stories of if you dont use our equipment then we cannot help you. 

 

Since it is currently down now when I get home I will repost my signal levels (not sure if they would change or get better after a reboot)

Helper

Re: Loss of internet 5x (or more) times in the last 3 days

On your end, just ensure that all the connections are tight (even behind the wall plates) and that you see no obvious signs of damage.

Proven Sharer

Re: Loss of internet 5x (or more) times in the last 3 days

Be sure you print the event log first.  Resetting or power-cycling the modem usually erases the current log contents.  Signal levels will probably be about the same as before the outage. 

Newcomer

Re: Loss of internet 5x (or more) times in the last 3 days

Having the same issue. COAX (inside) is new. No splitters in our house, but we are in a townhouse complex and I can’t locate the main distribution box to check it. We only have phone + internet from spectrum, and spectrum is the only available provider in our area (Plano, TX). Modem + Router are both new replacements and were functioning great until the last few weeks. Now internet is EXTREMELY inconsistent. Worse in the evenings. Any help/insight appriceated.

Signal & Modem Info: https://imgur.com/gallery/cEqFB40
Speed Test (AM): https://imgur.com/gallery/x2RD7PE
Speed Test (PM): https://imgur.com/gallery/gmKozQa
Helper

Re: Loss of internet 5x (or more) times in the last 3 days

@texasuser01  You really need to start your own thread instead of hijacking someone elses. No two issues are exactly alike.

Lead Moderator

Re: Loss of internet 5x (or more) times in the last 3 days

@texasuser01  I would agree. Problems are very very rarely the same. I would encourage you to begin your own thread. 

 

For your thread you can find some helpful things to post here:

/DATA-TO-POST-TO-GET-HELP-FROM-THE-COMMUNITY/

 

 

@Evarei Although you feel the problem is not inside the home our technician 

will need to begin the investigation inside the home.  Our appointments 

are booked with a 1 hour arrival window, in most cases, and will require some

time after that arrival to investigate. 

 

If you would like to contact me directly at Forums_Help with your account information 

I can get that scheduled. 

 

Regards,
Julia R.
Spectrum-Social Media Customer Care
Lead Moderator-Community Forums