Hello,
Let me start by saying, I'm a TWC "light internet" customer, I just check email and occasionally play on a tablet. So I never upgraded to the latest&greatest docsis 3 modem... because I thought that was 'overkill' for my needs.
I have a Motorola SURFboard SB5101U which is Disconnecting/Reconnecting
I understand this is an old modem, if my problem is evidence that I should replace my modem... just let me know! But I was hoping it would be something obvious for someone techie like "dude, someone is trying to hack you" or "that DHCP error, you just need to ipconfig /release /renew"
Another forum recommended checking the modem logs here http://192.168.100.1 so I checked that.
The log page seems to be displaying the same five errors over and over again.
1970-01-01 00:00:08 | 6-Notice | M571.1 | Ethernet link up - ready to pass packets |
2018-03-07 08:30:52 | 6-Notice | M573.0 | Modem Is Shutting Down and Rebooting... |
2018-03-07 08:30:52 | 3-Critical | R004.0 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o |
2018-03-07 08:30:19 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
1970-01-01 00:00:14 | 5-Warning | D003.0 | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=redactedMacAddress; |
Any ideas what would fix this?
Solved! Go to Solution.
just to be clear, it's an actual mac address, the same one every time, I just wrote 'redactedMacAddress' because I'm paranoid... yes, paranoid about hackers
Welcome to the Forums and I apologize for any service issues. I was able to locate your account based on your registration information. While I am not seeing any evidence of you being hacked, I am seeing T3 and T4 errors, as well as signal issues that need attention from a service call. We can set up a service call for you if you contact us at this private message link.
If you prefer, you can also contact us directly. Please contact us at:
Spectrum-Social Media Customer Care
Please post your signal levels page as well.
get a new modem from spectrum, that ones a single ch obsolete one.. I'll bet you also have a coaxial problem due to bad connections and too many splitters... A new modem will work worst as it needs cleaner signal
It's going to take a service call.
Post the level page, need to see how bad it is...
Is this the right page?
It says:
The Signal Page provides information about the connection between the Cable Modem and the cable company
Downstream | Value |
Frequency | 633000000 Hz |
Signal To Noise Ratio | 33.7 dB |
Power Level | -2.8 dBmV 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 |
Upstream | Value |
Channel ID | 20 |
Frequency | 37000000 Hz |
Power | 28.7 dBmV |
Get a new modem from them, that's an obsolete docsis 2 one and is stuck on a single channel which can be easily interfered with.. Those are going for a couple dollars on ebay, lol, hope you're not paying $5 a month rental.
It could be a bad modem, the s/n looks low, that might be okay since docsis 1-2 works at a 30 dB s/n whereas docsis 3-3.1 needs 34 dB s/n to be somewhat reliable.
Repost the new sig pages with the new modem
Just wanted to close the loop on this.
I bought a new Motorola SB6141 modem, but was still having a significant amount of disconnects. So I placed a service call, the tech seemed very knowledgeable.
The signal was low even at the pole, because "I'm at the end of a run" but he didn't seem concerned by that, in my house - he replaced the coaxial cable and the splitter with one which will work in a lower range and in 24 hours, I haven't had a single disconnect!
Good morning!
Glad to hear this appears to be resolved. I have marked this as the solution. If you find that this is not the case please let us know so that we can remove the flag.
Have a great day!
Regards,
Julia R.
Spectrum-Social Media Customer Care
Lead Moderator-Community Forums