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Modem reboots several times in the AM, especially weekdays

Concord, NC 28025

Single family house (owner)

Earthlink Extreme Cable Internet

Arris/Motorola SB6141

I bought this in June 2014 when TWC started charging a modem rental fee.  This replaced several Ambit modems that I had over the years.

Asus RT-N66U, latest firmware

Firmware level in modem (or, post modem page)

Firmware Name: SB_KOMODO-1.0.6.16-SCM00-NOSH

Boot Version: PSPU-Boot(25CLK) 1.0.12.18m3

Hardware Version: 7.0

Firmware Build Time: Feb 16 2016 11:28:04
  Confirm modem is Online - Affirmative - shows connected, green dot

Not sure of the exact speed.  But when it's working, I max out at 60Mbps/6Mbps.  Average 30 second ping

http://www.speedtest.net/my-result/5731764547

Starting a few months ago, my modem reboots and internet goes out for a few minutes.  This seem to occur in the middle of the morning and will happen several times throughout the morning. 
Then it stabilizes (randomly) and works fine for a few hours.  I can't really detect a pattern. 
I have contacted support several times and they can't seem to find an issue.  So I have gathered all of the info and am presenting it here.  I hope we find a solution!

I pulled some stats out of my router and filtered down the log:

18-Oct        23:12:00        WAN Connection: Ethernet link down.

18-Oct        23:12:26        WAN Connection: WAN was restored.

19-Oct        4:09:35        WAN Connection: Ethernet link down.

19-Oct        4:10:01        WAN Connection: WAN was restored.

19-Oct        8:41:00        WAN Connection: Ethernet link down.

19-Oct        8:41:40        WAN Connection: WAN was restored.

19-Oct        8:56:10        WAN Connection: Ethernet link down.

19-Oct        8:56:46        WAN Connection: WAN was restored.

19-Oct        16:06:02        WAN Connection: Ethernet link down.

19-Oct        16:06:26        WAN Connection: WAN was restored.

19-Oct        17:33:47        WAN Connection: Ethernet link down.

19-Oct        17:34:13        WAN Connection: WAN was restored.

19-Oct        19:21:10        WAN Connection: Ethernet link down.

19-Oct        19:21:36        WAN Connection: WAN was restored.

19-Oct        20:09:42        WAN Connection: Ethernet link down.

19-Oct        20:10:16        WAN Connection: WAN was restored.

20-Oct        9:44:50        WAN Connection: Ethernet link down.

20-Oct        9:45:19        WAN Connection: WAN was restored.
  

Time

Priority

Code

Message

Oct 21 2016 09:40:52

3-Critical

R02.0

No Ranging Response received - T3 time-out;CM-MAC=90:3e:ab:87:f1:d2;CMTS-MAC=00:17:10:88:f8:27;CM-QOS=1.1;CM-VER=3.0;

Oct 21 2016 08:11:30

3-Critical

R06.0

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=90:3e:ab:87:f1:d2;CMTS-MAC=00:17:10:88:f8:27;CM-QOS=1.1;CM-VER=3.0;

Oct 21 2016 08:11:30

3-Critical

R03.0

Ranging Request Retries exhausted;CM-MAC=90:3e:ab:87:f1:d2;CMTS-MAC=00:17:10:88:f8:27;CM-QOS=1.1;CM-VER=3.0;

Oct 21 2016 08:11:30

3-Critical

R06.0

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=90:3e:ab:87:f1:d2;CMTS-MAC=00:17:10:88:f8:27;CM-QOS=1.1;CM-VER=3.0;

Oct 21 2016 08:11:30

3-Critical

R03.0

Ranging Request Retries exhausted;CM-MAC=90:3e:ab:87:f1:d2;CMTS-MAC=00:17:10:88:f8:27;CM-QOS=1.1;CM-VER=3.0;

Oct 21 2016 08:11:29

3-Critical

R06.0

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=90:3e:ab:87:f1:d2;CMTS-MAC=00:17:10:88:f8:27;CM-QOS=1.1;CM-VER=3.0;

Oct 21 2016 08:11:29

3-Critical

R03.0

Ranging Request Retries exhausted;CM-MAC=90:3e:ab:87:f1:d2;CMTS-MAC=00:17:10:88:f8:27;CM-QOS=1.1;CM-VER=3.0;

Oct 21 2016 08:11:29

3-Critical

R02.0

No Ranging Response received - T3 time-out;CM-MAC=90:3e:ab:87:f1:d2;CMTS-MAC=00:17:10:88:f8:27;CM-QOS=1.1;CM-VER=3.0;

Oct 21 2016 08:04:39

3-Critical

R06.0

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=90:3e:ab:87:f1:d2;CMTS-MAC=00:17:10:88:f8:27;CM-QOS=1.1;CM-VER=3.0;

Oct 21 2016 08:04:39

3-Critical

R03.0

Ranging Request Retries exhausted;CM-MAC=90:3e:ab:87:f1:d2;CMTS-MAC=00:17:10:88:f8:27;CM-QOS=1.1;CM-VER=3.0;

Oct 21 2016 08:04:38

3-Critical

R06.0

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=90:3e:ab:87:f1:d2;CMTS-MAC=00:17:10:88:f8:27;CM-QOS=1.1;CM-VER=3.0;

Oct 21 2016 08:04:38

3-Critical

R03.0

Ranging Request Retries exhausted;CM-MAC=90:3e:ab:87:f1:d2;CMTS-MAC=00:17:10:88:f8:27;CM-QOS=1.1;CM-VER=3.0;

Oct 21 2016 08:04:38

3-Critical

R02.0

No Ranging Response received - T3 time-out;CM-MAC=90:3e:ab:87:f1:d2;CMTS-MAC=00:17:10:88:f8:27;CM-QOS=1.1;CM-VER=3.0;

Oct 21 2016 06:47:15

5-Warning

U102.0

TCS Partial Service;CM-MAC=90:3e:ab:87:f1:d2;CMTS-MAC=00:17:10:88:f8:27;CM-QOS=1.1;CM-VER=3.0;

Oct 21 2016 06:47:15

5-Warning

U103.0

Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=90:3e:ab:87:f1:d2;CMTS-MAC=00:17:10:88:f8:27;CM-QOS=1.1;CM-VER=3.0;

Oct 21 2016 06:46:14

6-Notice

I401.0

TLV-11 - unrecognized OID;CM-MAC=90:3e:ab:87:f1:d2;CMTS-MAC=00:17:10:88:f8:27;CM-QOS=1.1;CM-VER=3.0;

Oct 21 2016 06:46:14

5-Warning

Z00.0

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=90:3e:ab:87:f1:d2;CMTS-MAC=00:17:10:88:f8:27;CM-QOS=1.1;CM-VER=3.0;

Jan 01 1970 00:00:21

3-Critical

R02.0

No Ranging Response received - T3 time-out;CM-MAC=90:3e:ab:87:f1:d2;CMTS-MAC=00:17:10:88:f8:27;CM-QOS=1.1;CM-VER=3.0;

Jan 01 1970 00:00:15

6-Notice

N/A

Cable Modem Reboot due to T4 timeout ;CM-MAC=90:3e:ab:87:f1:d2;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;

Oct 21 2016 06:45:27

3-Critical

R04.0

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=90:3e:ab:87:f1:d2;CMTS-MAC=00:17:10:88:f8:27;CM-QOS=1.1;CM-VER=3.0;

 

 

Downstream

Bonding Channel Value

 

 

 

 

 

 

 

Channel ID

17 

18 

19 

20 

21 

22 

23 

24 

Frequency

555000000 Hz 

561000000 Hz 

567000000 Hz 

573000000 Hz 

579000000 Hz 

585000000 Hz 

591000000 Hz 

597000000 Hz 

Signal to Noise Ratio

37 dB 

38 dB 

37 dB 

37 dB 

38 dB 

37 dB 

37 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

2 dBmV  

2 dBmV  

2 dBmV  

1 dBmV  

2 dBmV  

1 dBmV  

1 dBmV  

1 dBmV  

 

Upstream

Bonding Channel Value

 

 

 

Channel ID

Frequency

24200000 Hz 

19400000 Hz 

30600000 Hz 

37000000 Hz 

Ranging Service ID

5103 

5103 

5103 

5103 

Symbol Rate

5.120 Msym/sec 

2.560 Msym/sec 

5.120 Msym/sec 

2.560 Msym/sec 

Power Level

43 dBmV 

43 dBmV 

45 dBmV 

44 dBmV 

Upstream Modulation

[3] QPSK

[1] 16QAM

[2] 64QAM

 

[3] QPSK

[2] 16QAM

 

[3] QPSK

[1] 16QAM

[2] 64QAM

 

[3] QPSK

[3] 16QAM

 

Ranging Status

Success 

Success 

Success 

Success 

 

Signal Stats (Codewords)

Bonding Channel Value

 

 

 

 

 

 

 

Channel ID

17 

18 

19 

20 

21 

22 

23 

24 

Total Unerrored Codewords

784125768 

783456150 

783465364 

783443452 

783439824 

783439536 

783441202 

783442159 

Total Correctable Codewords

151 

127 

13 

180 

80 

152 

202 

163 

Total Uncorrectable Codewords

1795 

1560 

635 

1483 

1709 

1537 

1473 

1554 

 

My wife and I chose the available options to customize our new two story home in 2002.  There are  5 runs of RG6 to various rooms all terminating into an On-Q panel in my coat closet.

From there, another RG6 runs to a box on the side of my garage (about 40 ft away)  A buried cable runs through my yard to the TWC plastic pedestal in the corner of my front yard.  Incidentally, a new cable was trenched around 2008.  I was having some issues with my connection and a technician determined that an inferior grade of cable was originally trenched, so they ran a new one.  The cable was ran in a more direct path (under my driveway) instead of around the back of the house and then to the side of my garage.  Service was rock solid stable for several years until recently.  About 6 months ago, things went downhill.

Originally, I had Time Warner TV service + plus Earthlink Cable internet (which is fully serviced by TWC.)  These were installed at the same time and everything was split out internally.  I later switched to satellite TV and dropped TWC TV service (but kept Earthlink Cable)

When I made the switch to satellite, I used this opportunity to move my cable modem and separate wireless router down into that closet.  Omitting the splitters and a run up to my office.  There is a direct connection off the street to the modem (with 2 barrel connectors joining the RG6)

The router and modem are mounted on a board on the back of the On-Q panel.  It's accessible from a storage closet in my garage (but is insulated under the stairs of the house.)

I converted my old home phone wiring by crimping on RJ45 connectors since CAT5 was used.  I have 4 LAN drops in various rooms that I use.  It's about an even split between hard wired and wireless clients
 

3' CAT6 shielded cable connecting the modem and router.  They are mounted on a board on the wall under the stairs of my house

Originally both were plugged into a surge protector, but TWC support had me move the cable modem power supply to be direct in the outlet.

Any recent or coincident changes or upgrades to your system, or any neighborhood changes: Not that I'm aware of

 

Pathping

Tracing route to rr.com [71.74.180.193]

over a maximum of 30 hops:

  0  HardWiredDevice [192.168.0.227]

  1  router.asus.com [192.168.0.1]

  2  142.254.194.53

  3  cpe-174-111-111-109.triad.res.rr.com [174.111.111.109]

  4  cpe-024-074-248-034.carolina.res.rr.com [24.74.248.34]

  5  24.93.67.206

  6  bu-ether14.atlngamq46w-bcr00.tbone.rr.com [66.109.6.82]

  7  bu-ether5.chrcnctr01w-bar01.tbone.rr.com [66.109.1.8]

  8  24.161.238.58

  9  71.74.180.193

 10  71.74.180.193

 

Computing statistics for 250 seconds...

            Source to Here   This Node/Link

Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address

  0                                           HardWiredDevice [192.168.0.227]

                                0/ 100 =  0%   |

  1    0ms     0/ 100 =  0%     0/ 100 =  0%  router.asus.com [192.168.0.1]

                                0/ 100 =  0%   |

  2   16ms     0/ 100 =  0%     0/ 100 =  0%  142.254.194.53

                                0/ 100 =  0%   |

  3   21ms     0/ 100 =  0%     0/ 100 =  0%  cpe-174-111-111-109.triad.res.rr.com [174.111.111.109]

                                0/ 100 =  0%   |

  4   15ms     0/ 100 =  0%     0/ 100 =  0%  cpe-024-074-248-034.carolina.res.rr.com [24.74.248.34]

                                0/ 100 =  0%   |

  5   17ms     0/ 100 =  0%     0/ 100 =  0%  24.93.67.206

                                0/ 100 =  0%   |

  6   33ms     0/ 100 =  0%     0/ 100 =  0%  bu-ether14.atlngamq46w-bcr00.tbone.rr.com [66.109.6.82]

                                0/ 100 =  0%   |

  7   39ms     0/ 100 =  0%     0/ 100 =  0%  bu-ether5.chrcnctr01w-bar01.tbone.rr.com [66.109.1.8]

                                0/ 100 =  0%   |

  8   35ms     0/ 100 =  0%     0/ 100 =  0%  24.161.238.58

                                0/ 100 =  0%   |

  9   30ms     0/ 100 =  0%     0/ 100 =  0%  71.74.180.193

                                0/ 100 =  0%   |

 10   30ms     0/ 100 =  0%     0/ 100 =  0%  71.74.180.193

 

This usually happen in the middle of the morning on weekdays.  Pretty low usage at that time.  My wife is home (and just does Facebook and stuff), the kids are in school.  On the days I work from home, I connect to a virtual desktop.  I don't need VPN, the bandwidth needed for VDI is actually a lot lower than I thought.

 

I do leave a torrent client running on one desktop, but I've got the upload throttled to 578 kB/s and I stop all torrents once I hit a 1:1 ratio.  And I don't download things often.  Just a couple things a month.

42 REPLIES 42
Expert

Re: Modem reboots several times in the AM, especially weekdays

this was dumb: "Originally both were plugged into a surge protector, but TWC support had me move the cable modem power supply to be direct in the outlet."

 That may make matters worst as power glitches will be sent to the modem & router, maybe resetting it or the router

 

coax should not run thru outlet strip or ups surge protectors.

 Looks like you have an ethernet or a grounding issue per the log.  Does the grounding block bond to the electric system common ground point usually by the meter?

Is any of the directv connectors loos and how is it grounded ?

Browser

Re: Modem reboots several times in the AM, especially weekdays

Thank you for the quick reply!

 

Yeah, I thought that was pretty rediculous.  But I did it anyway to humor them.

 

I need to get some new batteries (or a whole new unit) for a UPS I have that does line conditioning.

 

I am not running the coax through any kind of surge protector.  I am aware of the issues that can cause.

 

I went outside and checked the boxes on the outside.  There is a common ground that runs into the dirt for the satellite, cable, and old home phone.  I checked all the connections, and the one tied to the buried cable for TWC was loose!  I have tightened it up and checked all the others. 

 

That would be amazing if this fixed the problem!  I will continue to monitor it.

Expert

Re: Modem reboots several times in the AM, especially weekdays

IF THERE IS A SEPERATE GROUND ROD FOR THE ELECTRICAL AND OTHER ITEMS, THEY MUST BE BONDED TOGETHER BY A #6 WIRE.  yOU CAN HAVE ALL SORTS OF NOISE ISSUES USING SEPERATE GROUNDS.

 

Sharer

Re: Modem reboots several times in the AM, especially weekdays

Yes, the surge protector removing suggestion was quite incompetent.  Does TWC do any training whatsoever?

 

What UPS do you have?

Browser

Re: Modem reboots several times in the AM, especially weekdays

I took some photos to help paint a better picture.  i hope I embedded them properly.  If not, just use this URL: 

http://imgur.com/a/bbXgG

 

Overview - Electric/Phone/Cable/DirecTV

Electric meter and ground wiring

Phone/Cable/DirecTV boxes

 It's a Geek Squad UPS (don't laugh!)

I think it's a rebadged APC:

http://www.bestbuy.com/site/geek-squad-685va-ups-battery-back-up-system/6819552.p?id=1091101368673&s...

Expert

Re: Modem reboots several times in the AM, especially weekdays

ok,  I see the electric svc. comes in underground as well!

If that clamp was loose, it could be creating a lot of noise on both the coax and on the ethernet as there will be all sorts of noise for the coax trying to find "ground.

And of course, copper oxide is nonconductive and a huge noise generator.

You may have fixed this.. I'd also make sure all the TWC and DirecTV coax connectors are a tad more than finger tight.

 

Spectrum Employee

Re: Modem reboots several times in the AM, especially weekdays

Hmm...  It seems that you're having some sizable issues with your 19.4 MHz upstream.  That is why you are getting those error logs -- what channel is "timing out".   0.45% correcteds on the 19.4 MHz average in a span of 13 minutes (when I checked it)... yeah that's not good.

 

Eventually you modem reboots, trying to restore it, but it's never going to succeed, poor modem.  The downsteam error counts you see are mostly from when the modem is rebooting only, and not persistent (unlike the upstream errors which keep accumulating).  So it's not the downsteam I'm worried about, it's the upstream.

 

My educated guess from experience is that I highly suspect an ingress leak, particularly on the lower-frequency ranges.  If I'm right, this will affect your services (exactly in the way you are experiencing the issue) and even your immediate neighbor's services too if the leak is bad enough.

 

We can try to guide you as a community how to check behind coax wallplates for bad fittings and check for possible root causes if you'd like, or you can call it in to request an appointment.  Which would you prefer?
If you do decide to call this in, here's my tip for you on what to say:

Spoiler
If they don't believe you, and they just keep saying your signal power levels look fine:

Try telling them you have observed bad corrected and uncorrected error counts on your upstream, and are losing connection on your 19.4 MHz upsteam channel intermittently because of it.  You know it's not a power level issue, but you do suspect a house fault wiring issue of some kind and need help locating it.   You also want to make sure that anytime you call in you: have the CSR check billing service codes to see if they are up-to-date, ask for credits (if relevant, for the time service has been out), and notate the account.  Those 3 things need to be done by the CSR on the phone or chat support, not by the field tech who does the repair service call.

 

 

My postings on this site are my own, off-the-clock, and don’t necessarily represent TWC’s/Charter's strategies or opinions.
Sharer

Re: Modem reboots several times in the AM, especially weekdays


@RoloX2 wrote:

 Does TWC do any training whatsoever?

 


Just to clarify my comment here--since one could find it offensive or dismiss it as catharsis--is to point at a systemic issue rather than to dismiss this as one tech making one mistake, as that has not been the pattern overall.  

 

The implication here is that customers aren't going to get anywhere at the lower tiers of support but have to wade through them to find actual expertise rather than "doing the same thing repeatedly but expecting a different result".

 

--+--

 

Yeah, that's looks like a rebranded APC CS-500.

Expert

Re: Modem reboots several times in the AM, especially weekdays

they don't have a clue... noisy/improper ground bonds create a multitude of problems, bet there's a bunch on every TWC node.

Main cause of t3/t4 errors