Rookie

Modem keeps resetting

We started with a Ubee, got changed to a Technicolor, now have an Arris TG1672G. The modem keeps resetting at odd times. I can't tell if it is a full reset or just loss of connection, but when I get to the modem the UL/DL light is blinking at least -- we have had two tech visits this month and they can't figure it out.  Here are the errors I'm getting. 

 

Date TimeEvent IDEvent LevelDescription
1/23/2019 13:30820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=ac:ec:80:f8:80:e2;CMTS-MAC=00:17:10:88:d7:99;CM-QOS=1.1;CM-VER=3.0;
1/23/2019 13:30820002003No Ranging Response received - T3 time-out;CM-MAC=ac:ec:80:f8:80:e2;CMTS-MAC=00:17:10:88:d7:99;CM-QOS=1.1;CM-VER=3.0;
1/23/2019 13:30820003003Ranging Request Retries exhausted;CM-MAC=ac:ec:80:f8:80:e2;CMTS-MAC=00:17:10:88:d7:99;CM-QOS=1.1;CM-VER=3.0;
1/23/2019 13:30820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=ac:ec:80:f8:80:e2;CMTS-MAC=00:17:10:88:d7:99;CM-QOS=1.1;CM-VER=3.0;
1/23/2019 13:30820002003No Ranging Response received - T3 time-out;CM-MAC=ac:ec:80:f8:80:e2;CMTS-MAC=00:17:10:88:d7:99;CM-QOS=1.1;CM-VER=3.0;
1/23/2019 13:30820003003Ranging Request Retries exhausted;CM-MAC=ac:ec:80:f8:80:e2;CMTS-MAC=00:17:10:88:d7:99;CM-QOS=1.1;CM-VER=3.0;
1/23/2019 13:30820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=ac:ec:80:f8:80:e2;CMTS-MAC=00:17:10:88:d7:99;CM-QOS=1.1;CM-VER=3.0;
1/23/2019 13:30820003003Ranging Request Retries exhausted;CM-MAC=ac:ec:80:f8:80:e2;CMTS-MAC=00:17:10:88:d7:99;CM-QOS=1.1;CM-VER=3.0;
1/23/2019 13:30820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=ac:ec:80:f8:80:e2;CMTS-MAC=00:17:10:88:d7:99;CM-QOS=1.1;CM-VER=3.0;
1/23/2019 13:31730402003TLV-11 - Illegal Set operation failed;CM-MAC=ac:ec:80:f8:80:e2;CMTS-MAC=00:17:10:88:d7:99;CM-QOS=1.1;CM-VER=3.0;
1/23/2019 13:32820002003No Ranging Response received - T3 time-out;CM-MAC=ac:ec:80:f8:80:e2;CMTS-MAC=00:17:10:88:d7:99;CM-QOS=1.1;CM-VER=3.0;
1/23/2019 13:45820003003Ranging Request Retries exhausted;CM-MAC=ac:ec:80:f8:80:e2;CMTS-MAC=00:17:10:88:d7:99;CM-QOS=1.1;CM-VER=3.0;
1/23/2019 13:45820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=ac:ec:80:f8:80:e2;CMTS-MAC=00:17:10:88:d7:99;CM-QOS=1.1;CM-VER=3.0;
1/23/2019 13:45820003003Ranging Request Retries exhausted;CM-MAC=ac:ec:80:f8:80:e2;CMTS-MAC=00:17:10:88:d7:99;CM-QOS=1.1;CM-VER=3.0;
1/23/2019 13:45820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=ac:ec:80:f8:80:e2;CMTS-MAC=00:17:10:88:d7:99;CM-QOS=1.1;CM-VER=3.0;
1/23/2019 13:45820002003No Ranging Response received - T3 time-out;CM-MAC=ac:ec:80:f8:80:e2;CMTS-MAC=00:17:10:88:d7:99;CM-QOS=1.1;CM-VER=3.0;
1/23/2019 13:45820003003Ranging Request Retries exhausted;CM-MAC=ac:ec:80:f8:80:e2;CMTS-MAC=00:17:10:88:d7:99;CM-QOS=1.1;CM-VER=3.0;
1/23/2019 13:45820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=ac:ec:80:f8:80:e2;CMTS-MAC=00:17:10:88:d7:99;CM-QOS=1.1;CM-VER=3.0;
1/23/2019 13:45820004003Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=ac:ec:80:f8:80:e2;CMTS-MAC=00:17:10:88:d7:99;CM-QOS=1.1;CM-VER=3.0;
1/23/2019 13:46730402003TLV-11 - Illegal Set operation failed;CM-MAC=ac:ec:80:f8:80:e2;CMTS-MAC=00:17:10:88:d7:99;CM-QOS=1.1;CM-VER=3.0;

Downstream

 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 131639.00 MHz8.00 dBmV40.95 dB256QAM5610433400
Downstream 210513.00 MHz7.40 dBmV40.37 dB256QAM2228311300
Downstream 311519.00 MHz7.40 dBmV40.95 dB256QAM2404555700
Downstream 412525.00 MHz7.40 dBmV40.37 dB256QAM3123334900
Downstream 513531.00 MHz7.30 dBmV40.37 dB256QAM2339949100
Downstream 614537.00 MHz7.30 dBmV40.95 dB256QAM2397912100
Downstream 715543.00 MHz7.40 dBmV40.37 dB256QAM2404376100
Downstream 816549.00 MHz7.50 dBmV40.37 dB256QAM2250155260
Downstream 917555.00 MHz7.30 dBmV40.95 dB256QAM2482633900
Downstream 1018561.00 MHz7.00 dBmV40.95 dB256QAM2361552300
Downstream 1119567.00 MHz7.20 dBmV40.95 dB256QAM2605607000
Downstream 1220573.00 MHz7.40 dBmV40.95 dB256QAM2071098600
Downstream 1321579.00 MHz7.60 dBmV40.37 dB256QAM2550399900
Downstream 1422585.00 MHz7.60 dBmV40.37 dB256QAM2636778800
Downstream 1523591.00 MHz7.80 dBmV40.37 dB256QAM2449658100
Downstream 1624597.00 MHz7.90 dBmV40.95 dB256QAM2308814200
Downstream 1725603.00 MHz8.10 dBmV40.37 dB256QAM2221971700
Downstream 1826609.00 MHz7.90 dBmV40.37 dB256QAM2636328300
Downstream 1927615.00 MHz7.90 dBmV40.95 dB256QAM2313514900
Downstream 2028621.00 MHz8.00 dBmV40.95 dB256QAM2466459900
Downstream 2129627.00 MHz8.20 dBmV40.95 dB256QAM2704066900
Downstream 2230633.00 MHz8.20 dBmV40.95 dB256QAM2197875300
Downstream 239507.00 MHz7.20 dBmV40.37 dB256QAM2148322500
Downstream 2432645.00 MHz7.90 dBmV40.95 dB256QAM2527683900
Reset FEC Counters

Upstream

 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 1224.00 MHz37.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 2436.80 MHz37.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 3330.40 MHz37.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 4119.20 MHz36.50 dBmVDOCSIS1.x (TDMA)2560 kSym/s16QAM
7 REPLIES 7
Proven Sharer

Re: Modem keeps resetting

Your reported signal levels look good, that's not the problem.  Try extracting the error report and signal level pages and sending them again.  This time DO NOT power cycle or reset the modem or the FEC counters first.  All zeroes in both the corrected and uncorrectible packet error columns tells us that the those data reports are useless.  Even the best labs don't see 56 million packets sent over live cable with only six errors detected. 

Rookie

Re: Modem keeps resetting

Thank you. I checked again and here's what I got:

Downstream

 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 131639.00 MHz8.00 dBmV40.37 dB256QAM11757374600
Downstream 210513.00 MHz7.40 dBmV40.95 dB256QAM4198982400
Downstream 311519.00 MHz7.50 dBmV40.95 dB256QAM4343994500
Downstream 412525.00 MHz7.50 dBmV40.37 dB256QAM5335754800
Downstream 513531.00 MHz7.30 dBmV40.95 dB256QAM4341304200
Downstream 614537.00 MHz7.40 dBmV40.95 dB256QAM4430725300
Downstream 715543.00 MHz7.50 dBmV40.37 dB256QAM4416861400
Downstream 816549.00 MHz7.50 dBmV40.95 dB256QAM4360381860
Downstream 917555.00 MHz7.40 dBmV40.95 dB256QAM4355423500
Downstream 1018561.00 MHz7.10 dBmV40.37 dB256QAM4331660700
Downstream 1119567.00 MHz7.30 dBmV40.37 dB256QAM4610950200
Downstream 1220573.00 MHz7.50 dBmV40.95 dB256QAM4002955700
Downstream 1321579.00 MHz7.70 dBmV40.95 dB256QAM4600639700
Downstream 1422585.00 MHz7.70 dBmV40.95 dB256QAM4704928400
Downstream 1523591.00 MHz7.90 dBmV40.95 dB256QAM4532809000
Downstream 1624597.00 MHz7.90 dBmV40.37 dB256QAM4290038900
Downstream 1725603.00 MHz8.10 dBmV40.95 dB256QAM4203429500
Downstream 1826609.00 MHz7.90 dBmV40.95 dB256QAM4670655900
Downstream 1927615.00 MHz8.00 dBmV40.37 dB256QAM4238614400
Downstream 2028621.00 MHz8.10 dBmV40.95 dB256QAM4444438100
Downstream 2129627.00 MHz8.20 dBmV40.95 dB256QAM4694263600
Downstream 2230633.00 MHz8.30 dBmV40.95 dB256QAM4233971700
Downstream 239507.00 MHz7.30 dBmV40.95 dB256QAM4131145400
Downstream 2432645.00 MHz8.00 dBmV40.95 dB256QAM442124180

0

 

Upstream
 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 1224.00 MHz37.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 2436.80 MHz37.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 3330.40 MHz37.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 4119.20 MHz36.50 dBmVDOCSIS1.x (TDMA)2560 kSym/s16QAM
       

 

Valued Participant

Re: Modem keeps resetting

Your downstream signals are within specs, you upstream signals are low. They should be in the 40's at a minimum.  That's what is causing the T3's timeouts. T3 Timeouts are typically caused by Upstream Noise causing Ranging Requests to not be clearly received by the CMTS.  You need to contact Spectrum AGAIN and show them your modem logs and my response. They need to check your line and connections all the way out to the tap to the pole. This is not a modem issue as you are getting the same issues with 3 different modems. the Spectrum field techs who came out evidently don't know what they are doing.

 

I'll quote Ms. Rayne here: "Make sure everythings tight and there's no extra splitters or open ports. Call twc. Problem with T3's and acceptable levels is that you need to light a fire under TWc's butts to have them troubleshoot the issue. They don't respond unless there's a bunch of other neighbors complaining".

 

Plus I just noticed your upstream signals say Docsis 2.0? WTF? Shouldn't they say Docsis 3.0? You may need to have Spectrum also download you a new configuration file. 

Proven Sharer

Re: Modem keeps resetting

 


@rocketjetz wrote:

Your downstream signals are within specs, you upstream signals are low. They should be in the 40's at a minimum.  That's what is causing the T3's timeouts. T3 Timeouts are typically caused by Upstream Noise causing Ranging Requests to not be clearly received by the CMTS.  You need to contact Spectrum AGAIN and show them your modem logs and my response. They need to check your line and connections all the way out to the tap to the pole. This is not a modem issue as you are getting the same issues with 3 different modems. the Spectrum field techs who came out evidently don't know what they are doing.

 

I'll quote Ms. Rayne here: "Make sure everythings tight and there's no extra splitters or open ports. Call twc. Problem with T3's and acceptable levels is that you need to light a fire under TWc's butts to have them troubleshoot the issue. They don't respond unless there's a bunch of other neighbors complaining".

 

Plus I just noticed your upstream signals say Docsis 2.0? WTF? Shouldn't they say Docsis 3.0? You may need to have Spectrum also download you a new configuration file. 


@rocketjetz

NO, NO, NO!  You've got the levels backwards in your head!  DS is where the T3 and T4 errors are detected.  Upstream levels can be as low as +25 dBmV, must never be above +51, and lower is better.  Downstream should be arriving at between -8.0 and +11.0 dBmV; higher is stronger and that's better.  In addition the SNR of all DS channels must be 36dB or above and all levels from weakest to strongest should be within 3.0 dB.

The upstream signal waveform descriptions are listed correctly.  At this time DOCSIS 3.0 or 3.1 protocols are only used on the downlink side.  For Spectrum speed packages below 300 Mbps, one US channel is DOCSIS1 and the other three are DOCSIS2.  Uplinks on 400 and Gigabit have different US rules that we are learning during rollouts, but Spectrum generally isn't allowing customer purchased modems for those speed tiers yet.

Valued Participant

Re: Modem keeps resetting

according to this my statements are indeed correct. 

 https://forums.timewarnercable.com/t5/Connectivity/FYI-basics-of-signal-power-level/m-p/116692#M3763...

 

It defines DS and US as the following:

Forward = Downstream = Receive = Rx

Return = Upstream = Transmit = Tx

+8 dBmV to -8 dBmV is ok for DS... his are within +- 9 dBmv 

50 dBmV to >30 dBmV is ok for US... his levels are 36 to 38... My experience tells me this is too low. The best signals levels for US is 38 to 48.   Lower is not better than higher values. 

 

You can have T3's both downstream and upstream. They are not restricted to DS only.  Do some research on Google concerning  upstream noise and T3's and you will find that you can indeed get T3's and perhaps even T4's on upstream signals. 

I've personally never seen docsis 2.0 labeled for US signals,except for maybe a docsis 2.0 modem, which i don't think any of his modems are/were.  Mine certainity doesn'r say docsis 2.0. 

I will take your word that DS is Docsis 3.0/3.1 and the US is docsis 1.1/2.0. I've never been aware of this.

 

 

Valued Participant

Re: Modem keeps resetting

I'm replying to my own post here. I just went over to the DSL Reports CharterSpectrum forum, where I have been a DSL Reports member for at least 12 years and have used their  site as a technical resource for at least 20 years dating back to the late 1990's. 

It seems our Poster of this thread asked his question over there too, and at least one responder diagnosed his issue the same way I did. It seems that the poster had a 4th Spectrum Field Tech come out and not only did he change out the modem for the 4th time, he also made the decision to completely replace the Posters line from tap to house.  How much you want to bet that this fixes the Poster's connection problems? How much would you bet that his US signal levels go up( assuming of course he isn't using cheap splitters within his house).  Perhaps he even has a bad tap on his line? Or maybe needs an amplifier on his line at the tap?   A REAL field tech, would have pulled out a ladder, went up the pole and checked the signal levels at the tap and at the House nic first. He wouldn't have said, here's a new modem, this will fix your problem. 

 

RANT

When Spectrum sends out field techs to replace modems  4 different times to fix an obvious connection problem, then Spectrum field techs,evidently  are not trained well enough or they are just being lazy. It obviously take more work,labor,time and trouble to string a new connection from the house to the NIC than it does to simply change out the modem. Spectrum wastes their time and money doing this as well as wasting the customer's time. 

It's simply poor customer/technical service and support, and it's why so many people hate their cable companies.

 

END RANT

Helper

Re: Modem keeps resetting


@rocketjetz wrote:

RANT

When Spectrum sends out field techs to replace modems  4 different times to fix an obvious connection problem, then Spectrum field techs,evidently  are not trained well enough or they are just being lazy. It obviously take more work,labor,time and trouble to string a new connection from the house to the NIC than it does to simply change out the modem. Spectrum wastes their time and money doing this as well as wasting the customer's time. 

It's simply poor customer/technical service and support, and it's why so many people hate their cable companies.

 

END RANT


Lazy and/or only have a small appointment window and do not have enough time to stay and do anything more than a basic check and replace the modem, which is quick and makes the customer think they are doing something.