Modem intermittently self-rebooting - T3/T4 Errors

[micheliu]

Modem is self-owned, SB6141.  It keeps rebooting with T3 and T4 errors.  I'm in the Columbus, OH area.  This is the log and signal information from directly after the last reboot.  I've checked the line inside, all connections are tight, no splitter, but there is an inline coupling.  It seems tight and shows no wear?  Really not sure what is going on...

Sep 10 2019 19:01:22	6-Notice	I401.0	TLV-11 - unrecognized OID;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 19:01:22	5-Warning	Z00.0	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:24	3-Critical	R02.0	No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:17	6-Notice	N/A	Cable Modem Reboot due to T4 timeout ;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 19:00:22	3-Critical	R04.0	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 18:59:47	3-Critical	R02.0	No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 13:29:25	6-Notice	I401.0	TLV-11 - unrecognized OID;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 13:29:25	5-Warning	Z00.0	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:23	3-Critical	R02.0	No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:17	6-Notice	N/A	Cable Modem Reboot due to T4 timeout ;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 13:28:28	3-Critical	R04.0	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 12:19:31	6-Notice	I401.0	TLV-11 - unrecognized OID;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 12:19:31	5-Warning	Z00.0	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 12:19:18	3-Critical	R02.0	No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 12:18:56	5-Warning	U102.0	TCS Partial Service;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 12:18:54	6-Notice	I401.0	TLV-11 - unrecognized OID;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 12:18:54	5-Warning	Z00.0	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:33	3-Critical	R02.0	No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:17	6-Notice	N/A	Cable Modem Reboot from GUI/Configuration page ;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 12:17:36	3-Critical	R04.0	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;

---

Downstream Bonding Channel Value

Channel ID	9	10	11	12	13	14	15	18
Frequency	675000000 Hz	681000000 Hz	687000000 Hz	693000000 Hz	699000000 Hz	705000000 Hz	711000000 Hz	729000000 Hz
Signal to Noise Ratio	38 dB	38 dB	38 dB	39 dB	39 dB	39 dB	39 dB	37 dB
Downstream Modulation	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256
Power Level The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading	4 dBmV	5 dBmV	5 dBmV	5 dBmV	5 dBmV	4 dBmV	4 dBmV	1 dBmV

Upstream Bonding Channel Value

Channel ID	50	52	51	49
Frequency	24200000 Hz	37000000 Hz	30600000 Hz	19400000 Hz
Ranging Service ID	13394	13394	13394	13394
Symbol Rate	5.120 Msym/sec	5.120 Msym/sec	5.120 Msym/sec	2.560 Msym/sec
Power Level	40 dBmV	43 dBmV	42 dBmV	40 dBmV
Upstream Modulation	[3] QPSK [1] 16QAM [2] 64QAM	[3] QPSK [1] 16QAM [2] 64QAM	[3] QPSK [1] 16QAM [2] 64QAM	[3] QPSK [2] 16QAM
Ranging Status	Success	Success	Success	Success

Signal Stats (Codewords) Bonding Channel Value

Channel ID	9	10	11	12	13	14	15	18
Total Unerrored Codewords	2158714	936978	954145	962330	930295	931804	930063	927720
Total Correctable Codewords	216	5	0	0	19	24	27	11
Total Uncorrectable Codewords	2315	1304	1428	1426	1562	1518	1531	1514

[reds91185]

Are you in a house or apartment? Have you checked the line outside as much as you have access to? If everything inside is nice and tight then it could be a loose connection or a squirrel chewed coax from your drop line, water in the pedestal, or even a noisy neighbor.

[micheliu]

We are in a house - and yes as much as I can. Thanks for your reply - from the sound of it, looks like I'm going to need a tech.

[RAIST5150]

Yeah... that signal roll-off looks a bit suspicious... channel 15 to 18 losing 3 strength AND 2 on SNR raises an eyebrow, and the 40 to 43 swing on upstream looks a bit odd too.

May well be some noise creeping in somewhere. May not be in your home... could be something like unterminated lines next door. And if amplification is in play (40db upstream level? May be getting boosted), it could be ramping up the noise and making it worse.

[micheliu]

Yeah I was wondering if that looked right. We had a community wide outage about 10 days ago due to some storms. It was out for nearly 24 hours, but since then, the timeouts have gotten progressively worse (vs. once a month or couple months). Looks like I'll be calling today. Thank you!

[micheliu]

Okay a tech will be coming out, however they are saying that the problem is only the modem.  This is my most recent signal information, it is still timing out - just so i know what to expect on Friday, does this look like a modem issue is likely the cause?   At no point in any of the timeouts has the power light gone out. Thank you again for your help!

Downstream Bonding Channel Value

Channel ID	22	16	17	18	19	20	21	23
Frequency	753000000 Hz	717000000 Hz	723000000 Hz	729000000 Hz	735000000 Hz	741000000 Hz	747000000 Hz	759000000 Hz
Signal to Noise Ratio	38 dB	38 dB	38 dB	38 dB	37 dB	37 dB	38 dB	38 dB
Downstream Modulation	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256
Power Level The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading	1 dBmV	3 dBmV	3 dBmV	2 dBmV	2 dBmV	1 dBmV	1 dBmV	0 dBmV

Upstream Bonding Channel Value

Channel ID	50	52	51	49
Frequency	24200000 Hz	37000000 Hz	30600000 Hz	19400000 Hz
Ranging Service ID	11805	11805	11805	11805
Symbol Rate	5.120 Msym/sec	5.120 Msym/sec	5.120 Msym/sec	2.560 Msym/sec
Power Level	40 dBmV	43 dBmV	43 dBmV	40 dBmV
Upstream Modulation	[3] QPSK [1] 16QAM [2] 64QAM	[3] QPSK [1] 16QAM [2] 64QAM	[3] QPSK [1] 16QAM [2] 64QAM	[3] QPSK [2] 16QAM
Ranging Status	Success	Success	Success	Success

Signal Stats (Codewords) Bonding Channel Value

Channel ID	22	16	17	18	19	20	21	23
Total Unerrored Codewords	66497361	66513970	66522508	66505877	66486760	66488533	66488116	66492786
Total Correctable Codewords	11	2	0	2	16	13	49	48
Total Uncorrectable Codewords	1702	1383	1488	1297	1509	1531	1484	1464

[reds91185]

I'm not saying they're wrong about it being a bad modem, but modems rarely, if ever, go bad. If the phone rep told you it was a bad modem then take that with a grain of salt knowing that they are usually not trained techs.

[RAIST5150 · Accepted solution]

Uggh... part of the process. The phone reps have to stick to their "script" and rule things out one by one.

Could potentially be the power brick. A bad one can inject noise or cause the modem to overheat-- but the modem itself could be just fine. But usually, it is a line/splitter/other junction device at fault.

So make sure they also swap out the power supply with that modem, even if it is the same model--no shortcuts.

Just remember, they will be swapping in their stuff... their service and their equipment. The onus will be on them to isolate the problem and work to fix it. If it continues to be unstable call them back... see a lot of people let things slide.

Their is really old infrastructure in some markets, and they have a lot of cleaning up to do--us calling them in to track down these things is actually helping them to clean up issues that can affect entire neighborhoods sometimes. The faster we can get the lines cleaned up, the sooner we can all get better bandwidth plans (like the 200mbps standard tier).

[karlbeckman · Accepted solution]

@RAIST5150  may not want to say it yet, but I will:  The repeated dropouts prrobably have nothing to do with your modem.  Your upstream signal level looks about right compared with the downstream.  Incoming levels and packet error rates tell me that when you do have signal your cableTV programming and internet are both running OK.  I'll bet dollars to donuts the problem is outside your home, somewhere out on Spectrum's network.

You said you had a storm-related outage in the last two weeks.  They should look for another loose connector or a cable pullout along the overhead feeder trunk that they haven't found and repaired, OR the safety ground wire on your cable ground block is loose, corroded, or missing.

[micheliu]

Thanks guys! That helps me understand exactly what I'm facing. Yeah, we definitely have a lot of aging infrastructure in this neighborhood - when Time Warner came in, they took over for Insight. They commented then how old the lines already were and that was about 6 years ago.

And yep, Karl, when the internet is up, it works perfectly, then just drops and immediately comes back up. Here's to hoping something gets done. Thanks!