Modem reboots several times in the AM, especially weekdays

[Chizep]

I went to a TWC store yesterday and picked up a new modem to start leasing.

It's the Ubee DDW36C

I installed it this morning.  Had some issues getting it to play nice with my router.  Ended up taking my router out of the picture and configure this one up just like the old setup (with wifi name and whatnot.

Here is the connection info:

Startup ProcedureProcedureStatusComment

Acquire Downstream Channel	555000000 Hz	Locked
Connectivity State	OK	Operational
Boot State
Configuration File	OK
Security	Enabled	BPI+

Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables

1		QAM256		555000000 Hz	1.9 dBmV	39.8 dB	80	159
2		QAM256		561000000 Hz	1.9 dBmV	40.0 dB	125	138
3		QAM256		567000000 Hz	1.9 dBmV	39.8 dB	95	206
4		QAM256		573000000 Hz	1.3 dBmV	39.7 dB	60	112
5		QAM256		579000000 Hz	2.0 dBmV	39.7 dB	98	127
6		QAM256		585000000 Hz	0.7 dBmV	39.4 dB	108	221
7		QAM256		591000000 Hz	1.4 dBmV	38.6 dB	165	253
8		QAM256		597000000 Hz	0.9 dBmV	39.1 dB	216	180
9		QAM256		603000000 Hz	0.5 dBmV	39.1 dB	330	194
10		QAM256		609000000 Hz	0.2 dBmV	38.8 dB	554	73
11		QAM256		615000000 Hz	0.2 dBmV	38.8 dB	751	161
12		QAM256		621000000 Hz	0.4 dBmV	39.0 dB	626	92
13		QAM256		627000000 Hz	0.3 dBmV	38.9 dB	686	120
14		QAM256		633000000 Hz	1.6 dBmV	39.3 dB	756	162
15		QAM256		639000000 Hz	1.3 dBmV	39.1 dB	630	159
16		QAM256		645000000 Hz	2.0 dBmV	39.3 dB	815	132

Total Correctables Total Uncorrectables

6095

2489

Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power

1		ATDMA		5120 Ksym/sec	30600000 Hz	43.0 dBmV
2		ATDMA		5120 Ksym/sec	24200000 Hz	42.0 dBmV
3		TDMA		2560 Ksym/sec	19400000 Hz	40.8 dBmV
4		ATDMA		2560 Ksym/sec	37000000 Hz	42.5 dBmV

Now what's interesting is while the phone tech was bringing the new modem online, it rebooted itself!  Just like what my Arris does.  Based on that, the tech opted to schedule an appointment for a field tech.  He/she will be here tomorrow at 1PM EST.

The phone tech was in the middle of putting their modem into bridge mode, so I could use it with my router and not have double NAT.

I hope to get some solid results tomorrow from the field tech (wonder if it'll be the same guy?)

I don't have a good way to monitor WAN disconnects like I did with my router.  I guess I'll just go by "system uptime"

Information

Standard Specification Compliant	DOCSIS 3.0
Hardware Version	3.22.1
Software Version	8.22.2121
Cable Modem MAC Address	30:f7:72:97:48:8c
CM certificate	Installed

Status

System Up Time	0 days 08h:06m:02s
Network Access	Allowed
Cable Modem IP Address	---.---.---.---

[MsRaye]

your modem was showing ingress from TV ch's 34-35...

Repost the new modems levels in a couple hours, let's see if correcteds go up on some channels, if so, the issue is either at the grounding block, pole tapoff or somewhere down the street.

These techs are just plain ignorant of the fact that QAM is way more critical than the old analog tv was and since broadcast tv is now digital, any of it leaking in looks like noise to the modem  and it corrupts data sometimes without lowering the s/n.

 They don't even make the same measurements, Cable used to usa a C/N (carrier to noise)  measurement, the QAM s/n is actually a BER conversion and not directly measureable.

 BTW, what's your zip? let's see what www.tvfool.com shows for your area in transmitters...

[Chizep]

Here are the current signal levels.  No reboots in the 21 hours of uptime it has:

Startup ProcedureProcedureStatusComment

Acquire Downstream Channel	555000000 Hz	Locked
Connectivity State	OK	Operational
Boot State
Configuration File	OK
Security	Enabled	BPI+

Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables

1		QAM256		555000000 Hz	5.5 dBmV	34.7 dB	55246	361
2		QAM256		561000000 Hz	5.4 dBmV	34.9 dB	48759	291
3		QAM256		567000000 Hz	5.4 dBmV	34.6 dB	120050	357
4		QAM256		573000000 Hz	4.8 dBmV	34.3 dB	214618	248
5		QAM256		579000000 Hz	5.4 dBmV	34.1 dB	400043	348
6		QAM256		585000000 Hz	4.1 dBmV	33.8 dB	752125	344
7		QAM256		591000000 Hz	4.6 dBmV	33.6 dB	1223386	390
8		QAM256		597000000 Hz	4.2 dBmV	33.2 dB	2501535	298
9		QAM256		603000000 Hz	3.7 dBmV	33.1 dB	3378341	271
10		QAM256		609000000 Hz	3.4 dBmV	32.8 dB	6116956	156
11		QAM256		615000000 Hz	3.3 dBmV	32.6 dB	8302785	280
12		QAM256		621000000 Hz	3.1 dBmV	32.7 dB	7950229	250
13		QAM256		627000000 Hz	3.0 dBmV	32.7 dB	8524100	274
14		QAM256		633000000 Hz	4.3 dBmV	32.9 dB	8201250	328
15		QAM256		639000000 Hz	4.0 dBmV	33.0 dB	7349466	332
16		QAM256		645000000 Hz	5.1 dBmV	33.1 dB	8107231	222

Total Correctables Total Uncorrectables

63246120

4750

Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power

1		ATDMA		5120 Ksym/sec	24200000 Hz	40.0 dBmV
2		ATDMA		5120 Ksym/sec	30600000 Hz	41.5 dBmV
3		TDMA		2560 Ksym/sec	19400000 Hz	39.3 dBmV
4		ATDMA		2560 Ksym/sec	37000000 Hz	40.3 dBmV

Current System Time: Mon Oct 31 08:28:35 2016

[MsRaye]

you have horrible ingress issues and need twc out. There is a bad amplifier somewhere

your s/n is at the bottom right now and correctables are horrible as well

[Chizep]

Oh wow, ok.  I do have a tech coming back out today at 1PM EST.

I live in the Rocky Meadows subdivision.  This is the main street close to me:

 <Removed for security>

Which section of that TVfool website?  have to download the config into Google Earth?

[RoloX2]

Yeah, I wouldn't let the tech leave until the error count stops for a while or until you have proof that it is escalated and a date/time that it will be fixed and if it isn't a person's name and number (no automated/service desk garbage).  Get his name too.  Write it all down in front of him with date/time stamps.  Keep a log of every single conversation/action.

[Steph_S]

I edited your post for security purposes @Chizep . 

We encourage you to contact us at: TWC_ForumsHelp directly to look into this further. Please provide your Account Number, full service address as well as any further information that may help us work towards a resolution.

Thank you for participating in the Forums.

Regards,
Stephanie S.
Social Media Customer Care
Moderator - Community Forums

[Chizep]

Finally found the source of the ingress!  The new field tech figured it out!

The box on the corner of my property, which connects to another box in my neighbors yard across the street.  That line is bad!  He will schedule to get it repaired (I'm guessing trench a new cable under the road, narrow residential street.) 

The cable in my yard, through the house to my modem is all fine!

I think the Ubee box is a little more resilient to the noise.  I'm not seeing any reboots but seems like there may have been a blip at some point this afternoon.

i will probably continue to use the Ubee for the forseeable future.  This one has 16 downstream bonded channels and wireless AC (my Asus router is wireless N)

I also got them to bump me up to the turbo tier for the same price I'm paying now, with modem rental fee bundled in.  So now I'm seeing 117 Mbit down/12 up! 

Here is my current connection info:

Startup ProcedureProcedureStatusComment

Acquire Downstream Channel	639000000 Hz	Locked
Connectivity State	OK	Operational
Boot State
Configuration File	OK
Security	Enabled	BPI+

Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables

1		QAM256		639000000 Hz	2.7 dBmV	38.5 dB	150	0
2		QAM256		561000000 Hz	3.0 dBmV	39.6 dB	4	0
3		QAM256		567000000 Hz	3.0 dBmV	39.4 dB	9	0
4		QAM256		573000000 Hz	2.5 dBmV	39.2 dB	3	0
5		QAM256		579000000 Hz	3.2 dBmV	39.2 dB	6	0
6		QAM256		585000000 Hz	1.9 dBmV	38.8 dB	13	0
7		QAM256		591000000 Hz	2.6 dBmV	38.8 dB	21	0
8		QAM256		597000000 Hz	2.2 dBmV	38.5 dB	64	0
9		QAM256		603000000 Hz	1.8 dBmV	38.3 dB	81	0
10		QAM256		609000000 Hz	1.5 dBmV	38.0 dB	158	0
11		QAM256		615000000 Hz	1.5 dBmV	38.0 dB	181	0
12		QAM256		621000000 Hz	1.8 dBmV	38.2 dB	139	0
13		QAM256		627000000 Hz	1.7 dBmV	38.2 dB	207	0
14		QAM256		633000000 Hz	3.0 dBmV	38.5 dB	178	0
15		QAM256		555000000 Hz	3.0 dBmV	39.5 dB	3	0
16		QAM256		645000000 Hz	3.5 dBmV	38.6 dB	220	0

Total Correctables Total Uncorrectables

1437

0

Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power

1		ATDMA		5120 Ksym/sec	24200000 Hz	41.3 dBmV
2		TDMA		2560 Ksym/sec	19400000 Hz	39.8 dBmV
3		ATDMA		5120 Ksym/sec	30600000 Hz	41.3 dBmV
4		ATDMA		2560 Ksym/sec	37000000 Hz	41.3 dBmV

Thanks again everybody for your help.  Especially MsRaye

Our persistence paid off!

[MsRaye]

Sheeesh.... They might get by with just tightning or replacing the hardline "stingers" or corroded tapoff blocks. It's a job for the bucket truck crew, the inhouse guys aren't allowed to touch the street trunk lines. You're lucky this tech was smart enough to look for the issue and escalate it

 Once this is fixed it will improve everyone in your neighborhood especially downstream from the head end

[Chizep]

The "bucket crew" moves fast around here!

All utility lines were marked by Thursday of last week and they trenched a new cable on Friday!

Rather than tap off the box with the bad connection in the corner of my yard, they opted to run a completely new line from the "good" box across the street and directly to the side of my house!

So this makes 3 different coax cables that have been trenched through my yard over the years.

I'm still using their modem/router combo (for now.)

Here are my signals:

Startup ProcedureProcedureStatusComment

Acquire Downstream Channel	639000000 Hz	Locked
Connectivity State	OK	Operational
Boot State
Configuration File	OK
Security	Enabled	BPI+

Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables

1		QAM256		639000000 Hz	6.6 dBmV	38.4 dB	53330329	158
2		QAM256		561000000 Hz	6.3 dBmV	39.1 dB	511827	0
3		QAM256		567000000 Hz	6.3 dBmV	39.0 dB	1184618	0
4		QAM256		573000000 Hz	5.8 dBmV	38.7 dB	2023767	0
5		QAM256		579000000 Hz	6.6 dBmV	38.8 dB	3639772	0
6		QAM256		585000000 Hz	5.4 dBmV	38.4 dB	6713003	0
7		QAM256		591000000 Hz	6.1 dBmV	38.5 dB	9997193	0
8		QAM256		597000000 Hz	5.8 dBmV	38.2 dB	20793053	6
9		QAM256		603000000 Hz	5.5 dBmV	38.1 dB	27520408	20
10		QAM256		609000000 Hz	5.3 dBmV	37.8 dB	49514790	146
11		QAM256		615000000 Hz	5.3 dBmV	37.8 dB	66549418	488
12		QAM256		621000000 Hz	5.5 dBmV	38.0 dB	63715254	446
13		QAM256		627000000 Hz	5.5 dBmV	38.0 dB	67369321	485
14		QAM256		633000000 Hz	6.8 dBmV	38.4 dB	59605149	264
15		QAM256		555000000 Hz	6.2 dBmV	39.0 dB	668587	0
16		QAM256		645000000 Hz	7.4 dBmV	38.5 dB	61610947	262

Total Correctables Total Uncorrectables

494747436

2275

Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power

1		ATDMA		2560 Ksym/sec	37000000 Hz	40.0 dBmV
2		ATDMA		5120 Ksym/sec	24200000 Hz	39.3 dBmV
3		ATDMA		5120 Ksym/sec	30600000 Hz	40.8 dBmV
4		TDMA		2560 Ksym/sec	19400000 Hz	39.5 dBmV