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Rookie

Modem or cable line issue?

I have suddently been having a slow speed issue with my service since the 1st of september this month. Nothing on my end has changed, equipment, cables, etc. The speeds are very slow, between 1mbps and 7mbps and may eventually get up to 60mbps after hours of not rebooting the modem. I have been getting the normal speeds of 300/20 that I am provisioned for on my account since it launched in the area and havent had any problems for months up until now.
The 6183 modem ive been using has always had power levels on the downstream in the low range but suddenly they have gotten lower i noticed, most by about -10db or more. I have went through all the troubleshooting steps you can think of, the modem is wired up properly on its own line from a 2 way splitter on the line. I am thinking this is a problem in the line outside somewhere either from animal or weather damage as we've had a lot of storms and rain in the area lately. I have an appointment for a tech to come out on Sunday. I have also tried another modem I have, a sb6141 but it had the same power levels and speed issues. So does this look like a cable line issue outside? Thanks.

 

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	QAM256	17	555000000 Hz	-10.6 dBmV	36.8 dB	0	0
2	Locked	QAM256	18	561000000 Hz	-12.6 dBmV	35.2 dB	6	0
3	Locked	QAM256	19	567000000 Hz	-14.3 dBmV	33.8 dB	29	0
4	Locked	QAM256	20	573000000 Hz	-15.7 dBmV	32.5 dB	84	0
5	Locked	QAM256	21	579000000 Hz	-17.1 dBmV	30.9 dB	328	0
6	Locked	QAM256	22	585000000 Hz	-18.4 dBmV	29.8 dB	5959	0
7	Locked	QAM256	23	591000000 Hz	-19.0 dBmV	29.0 dB	62180	0
8	Locked	QAM256	24	597000000 Hz	-19.4 dBmV	28.8 dB	110632	0
9	Locked	QAM256	25	603000000 Hz	-19.6 dBmV	28.6 dB	240727	0
10	Locked	QAM256	26	609000000 Hz	-20.0 dBmV	28.2 dB	780769	0
11	Locked	QAM256	27	615000000 Hz	-19.9 dBmV	28.5 dB	607344	0
12	Locked	QAM256	28	621000000 Hz	-20.3 dBmV	28.1 dB	1886048	10
13	Locked	QAM256	29	627000000 Hz	-20.8 dBmV	27.7 dB	7361360	297
14	Locked	QAM256	30	633000000 Hz	-21.3 dBmV	27.2 dB	33654795	53785
15	Locked	QAM256	31	639000000 Hz	-21.4 dBmV	27.0 dB	61888838	502782
16	Locked	QAM256	32	645000000 Hz	-21.4 dBmV	27.2 dB	38135015	82157

Upstream Bonded Channels
Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	4	2560 Ksym/sec	37000000 Hz	47.8 dBmV
2	Locked	ATDMA	2	5120 Ksym/sec	24200000 Hz	47.8 dBmV
3	Locked	ATDMA	3	5120 Ksym/sec	30600000 Hz	47.8 dBmV
4	Locked	TDMA	1	2560 Ksym/sec	19400000 Hz	46.5 dBmV


Time	Priority	Description
Fri Sep 02 21:44:41 2016	Notice (6)	TLV-11 - unrecognized OID;CM-MAC=74:ea:e8:ec:94:b6;CMTS-MAC=00:17:10:8b:5f:18;CM-QOS=1.1;CM-VER=3.0;
Fri Sep 02 21:44:40 2016	Error (4)	Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=74:ea:e8:ec:94:b6;CMTS-MAC=00:17:10:8b:5f:18;CM-QOS=1.1;CM-VER=3.0;
Fri Sep 02 21:44:40 2016	Error (4)	Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=74:ea:e8:ec:94:b6;CMTS-MAC=00:17:10:8b:5f:18;CM-QOS=1.1;CM-VER=3.0;
Time Not Established	Notice (6)	Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
Fri Sep 02 08:11:28 2016	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=74:ea:e8:ec:94:b6;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Fri Sep 02 08:11:27 2016	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ec:94:b6;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Fri Sep 02 08:11:26 2016	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=74:ea:e8:ec:94:b6;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Fri Sep 02 08:11:24 2016	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=74:ea:e8:ec:94:b6;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Fri Sep 02 08:11:18 2016	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ec:94:b6;CMTS-MAC=00:17:10:8b:5f:18;CM-QOS=1.1;CM-VER=3.0;
Fri Sep 02 08:11:18 2016	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=74:ea:e8:ec:94:b6;CMTS-MAC=00:17:10:8b:5f:18;CM-QOS=1.1;CM-VER=3.0;
Fri Sep 02 08:10:45 2016	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ec:94:b6;CMTS-MAC=00:17:10:8b:5f:18;CM-QOS=1.1;CM-VER=3.0;
Fri Sep 02 08:10:45 2016	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=74:ea:e8:ec:94:b6;CMTS-MAC=00:17:10:8b:5f:18;CM-QOS=1.1;CM-VER=3.0;
Fri Sep 02 08:09:45 2016	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:ec:94:b6;CMTS-MAC=00:17:10:8b:5f:18;CM-QOS=1.1;CM-VER=3.0;
Fri Sep 02 05:44:59 2016	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=74:ea:e8:ec:94:b6;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Fri Sep 02 05:44:13 2016	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:ec:94:b6;CMTS-MAC=00:17:10:8b:5f:18;CM-QOS=1.1;CM-VER=3.0;
4 REPLIES 4
Expert

Re: Modem or cable line issue?

looks like a shot outside cable, your downstream level is totally unusable.

Verify there's no extra splitters and open ports.

 if you're internet only, there should be no splitters!

 Call TWC out, this needs a tech, can't be fixed over the phone.

 

Rookie

Re: Modem or cable line issue?

Yes there is no extra spitters or open ports. A tech will be out on Sunday if nothing changes. Thanks for your opinion.

Expert

Re: Modem or cable line issue?

HOPEFULLY IT'S AN OVERHEAD LINE!

 

Rookie

Re: Modem or cable line issue?

Figure I would give an update and say how pleased I am with the TWC service I recieved, all on a Sunday no less. The tech came out right on time at 9am and was very friendly. I proceeded to tell him the issue is outside at the line but he still wanted to come in and do the usual stuff, check the modem, bypass the router, speed test, etc. So after he saw that it was about as slow as a dial up connection, he went out to the box at the side of the house and tested there. While he was doing that with the device he was using, he seemed confident the issue would be inside still, and I told him I would be surprised if it was. Few minutes later, he said yep your right, the issue is at the pole.

So after him checking at the tap, he discovered one of the neighbors line was an older one and was holding water or something at the tap I think, so that probably was part of the problem but when he messed around at the tap, my levels went back to normal like they were for months so i figure it was due to the neighbor having water in the line or at the tap but he set it up for someone to come out in a bucket truck to do more work at the tap. Several hours later they arrived and now my levels are the best they've been ever.

This is what it looks like now after the modem being online for about 2 days:

Downstream Bonded Channels
Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	QAM256	17	555000000 Hz	8.1 dBmV	40.7 dB	24	0
2	Locked	QAM256	18	561000000 Hz	7.9 dBmV	40.3 dB	19	0
3	Locked	QAM256	19	567000000 Hz	7.9 dBmV	40.3 dB	25	0
4	Locked	QAM256	20	573000000 Hz	7.8 dBmV	40.3 dB	18	0
5	Locked	QAM256	21	579000000 Hz	7.8 dBmV	40.1 dB	20	0
6	Locked	QAM256	22	585000000 Hz	7.7 dBmV	40.1 dB	21	0
7	Locked	QAM256	23	591000000 Hz	7.8 dBmV	40.1 dB	27	0
8	Locked	QAM256	24	597000000 Hz	7.9 dBmV	40.2 dB	18	0
9	Locked	QAM256	25	603000000 Hz	7.9 dBmV	40.2 dB	16	0
10	Locked	QAM256	26	609000000 Hz	7.6 dBmV	40.0 dB	30	0
11	Locked	QAM256	27	615000000 Hz	7.5 dBmV	39.9 dB	22	0
12	Locked	QAM256	28	621000000 Hz	7.1 dBmV	39.7 dB	27	0
13	Locked	QAM256	29	627000000 Hz	7.0 dBmV	39.6 dB	29	0
14	Locked	QAM256	30	633000000 Hz	7.2 dBmV	39.6 dB	23	0
15	Locked	QAM256	31	639000000 Hz	7.2 dBmV	39.6 dB	28	0
16	Locked	QAM256	32	645000000 Hz	7.1 dBmV	39.5 dB	28	0

Upstream Bonded Channels
Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	4	2560 Ksym/sec	37000000 Hz	46.5 dBmV
2	Locked	ATDMA	2	5120 Ksym/sec	24200000 Hz	45.3 dBmV
3	Locked	ATDMA	3	5120 Ksym/sec	30600000 Hz	46.0 dBmV
4	Locked	TDMA	1	2560 Ksym/sec	19400000 Hz	44.8 dBmV