Spectrum Employee

Re: Ongoing connectivity issues / T3 timeouts

I've been keeping an eye on this topic for awhile now, contrary to what Rick said (where he assumed the tech did a terrible job) I think the issue could be upstream of where you are which is up to the maintenance techs who work on the infrastructure, not the TC technician who from the sounds of the story went around with you to replace anything he could find that might cause the issue.

These are your levels as of my posting this (before I leave for the day)
(please notthe terrible SNR on your 30.6 Mhz upstream is, not sure if that's the modem's transmitter or somewhere between your modem and your neighborhood's node)

Upstream Frequency Modulation TX SNR

24.20 MhzATDMA  46 dBmv  33.2 dB
19.40 MhzTDMA  46.5 dBmv  36.2 dB
30.60 MhzATDMA  45.3 dBmv  11 dB
37.00 MhzATDMA  45.5 dBmv  36.7 dB

Downstream Frequency Modulation RX SNR

549.00 MhzQAM256  5.1 dBmv  35.9 dB
537.00 MhzQAM256  5.5 dBmv  35.5 dB
531.00 MhzQAM256  5.5 dBmv  35.5 dB
525.00 MhzQAM256  5.9 dBmv  35.9 dB

 

I looked at the past 2-week history (which was made more accurate thanks to the device watch that was setup in the software, showing the tech did what he promised he would do, just FYI)... and it's moving all over the place.  Normally you'll see a few millivolts here an there, but not normally changes of Δ8 or Δ10 dBmV.  Thankfully the tech got it into a range that is stable, but there's something more...

 

At about 9 PM you're also low as +2 dBmV on the forward/receive/downstream , which is great!  But then around 6 AM you're as high as +10.8 dBmV (i.e: Wednesday Jan 20th), which is too much!

 

What is interesting (and I looked at all this after I logged off today before going home), is that your neighbors have the same pattern.  This means it's something more to do with your street's lines, and not your house specifically (again, meaning the TC tech you had probably did his job as best as he could)

 

So... questions...

 

Is it stable enough that you don't notice any issues?  Or are you still having noticable "service impacting" issues?  Are your neighbors experiencing the same patterns?

 

IMHO (in my humble opinion), if it's service impacting, it probably needs to be referred of to the maintenance techs in your area.  You make the call on that, you're the customer.

Hope sincerely this feedback helps.  I know it can be frustrating when having issues in some areas of town.  I had that way back in the InsightBB Cable days, where one appartment complex I was in just had too many people sharing the same node, but in other areas of town I've never ever had that issue.  In theory it should be equally balanced and stable everywhere, but in reality the physical link layer of the connectivity isn't perfect.

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

Re: Ongoing connectivity issues / T3 timeouts

Thank you for the insight agentx5.


@agentx5 wrote:

Is it stable enough that you don't notice any issues?  Or are you still having noticable "service impacting" issues?  Are your neighbors experiencing the same patterns?


I am indeed still experiencing service issues. As I reported earlier, at some point last night, or this morning, internet service did go out. I also spoke to a friend of mine that lives down the street and he is having issues as well.

 

Based on the information we have, the issue definitely is on the street lines somewhere, which coincides with what the 2nd tech found on Friday morning: tons of errors on the line at the pole tap, which he told me points to something potentailly being wrong with the AGC on a pole somewhere further up the pipeline near my house (he explained that very cold temperatures we've had over the past few months can exacerbate the issue). He put the maintenance ticket in Friday morning, so I'm expecting to see a bucket truck near my house on Monday since I don't think techs will be anywhere during weekends. When the 2nd tech was checking the signal, he also made a phone call to what I believe would be the guys at the head-end who said that everything looked fine on their end. So with all the info I have thus-far, it's definitely something that requires a bucket truck infrastructure tech, because the in-house techs have done all they can.

 

Also, thank you for providing more detailed info about my modem/signal statistics. It definitely lines up with what I've been seeing on the Motorola stats page; sometimes it's fine, other times it looks really bad. The terminated splitter helped the downstream power level, sure, but it's only a band-aid on the problem, because the upstream power level has been as high as 47dBmv on some channels (which I'm sure you've seen). As far as I know, it has been several years since I've seen ANY bucket trucks anywhere near my house to look at the lines - which probably demonstrates how neglected the infrastructure is around my neighborhood (or simply not enough folks in my neighborhood realizing that problems need to be reported in and that you have to be as persistent as I've been so the local infrastructure techs actually do something about it).

 

At this point, we've done all we can do. ..just have to wait for the infrastructure techs to get over here and deal with the matter.

A big thank you to everyone who's helped me out for the past week. It's nice to have a clear view of the problem and potential issues so that I can communicate it to the proper people and hopefully get it 100% fixed this time. I'll update this thread once I see the bucket trucks and have more info on whether or not the AGC and street lines have been fixed.

 

 

Have a good night, everyone. Take care.

- sx-tx

Spectrum Employee

Re: Ongoing connectivity issues / T3 timeouts

Aside:  I also feel some empathy for the poor TC tech you recently had come out who's going to have their boss frustrated with them that they got a repeat, for something the TC tech needed maintenance tech(s) to take care of...
*sad face*

Such is the nature of a team effort right?  

 


@sm-tx wrote:

 

 

Based on the information we have, the issue definitely is on the street lines somewhere, which coincides with what the 2nd tech found on Friday morning: tons of errors on the line at the pole tap, which he told me points to something potentailly being wrong with the AGC on a pole somewhere further up the pipeline near my house (he explained that very cold temperatures we've had over the past few months can exacerbate the issue). He put the maintenance ticket in Friday morning, so I'm expecting to see a bucket truck near my house on Monday since I don't think techs will be anywhere during weekends. When the 2nd tech was checking the signal, he also made a phone call to what I believe would be the guys at the head-end who said that everything looked fine on their end.


The maintenance techs won't make direct contact with the customer, just FYI from experience.  They also don't typically guarantee specific times or dates, it's more of a get the job done fully before going to the next sort of thing, however long that takes. The phone call the 2nd TC tech would have made is most likely to a dispatcher who would have access to what's called our NOC (network operations center).  NOC in turn relies on data collected by the technicians in the field and symptoms reported by customers to help determine what needs fixing. It's a team effort for it to work smoothly (and in most areas it works so smoothly you never see what's going on behind the scenes, like the preparations for the Maxx upgrade for example)  NOC may not have had enough data at the time, but as you'll see below you've already made some ripples in the system.

 

 


Your Neighborhood FYI:

Node # 6005 

This is connected to Wichita Falls hub #60 (with fiber optic, of course).
The hub's CMTS isn't the issue, between node & your modem is (those are coax, not fiber).

There are 795 (that's big!) other customers accounts on your node, almost all residential (as opposed to commerical).

Your street has already been flagged as having possible customer impacting issues (probably because of your TCs and phone calls! So go you!)

 

Good luck @sm-tx, I sincerely hope you get your street-wide issue resolved!  Neighbor involvement is encouraged! :-D

 

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

Re: Ongoing connectivity issues / T3 timeouts

Any luck on this? Did TWC show up?

 

Participant

Re: Ongoing connectivity issues / T3 timeouts

Well, the problem still seems to be going on. Except now it's happening anytime from 12pm to mid to late afternoon.

Downstream power levels have leveled out it seems (I've seen exactly 0db at times). Yet, the upstream looks awful, still. And the log is still showing partial service errors and timeouts.

NOTE: These are after taken after a modem power reset.

Signal:

Channel ID
Frequency507000000 Hz 513000000 Hz 519000000 Hz 543000000 Hz 
Signal to Noise Ratio36 dB 36 dB 36 dB 37 dB 
Downstream ModulationQAM256 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
1 dBmV  1 dBmV  1 dBmV  0 dBmV  

 

UpstreamBonding Channel Value
Channel ID
Frequency37000000 Hz 19400000 Hz 24200000 Hz 30600000 Hz 
Ranging Service ID14881 14881 14881 14881 
Symbol Rate2.560 Msym/sec 2.560 Msym/sec 5.120 Msym/sec 5.120 Msym/sec 
Power Level47 dBmV 47 dBmV 47 dBmV 47 dBmV 
Upstream Modulation[3] QPSK
[2] 16QAM
 
[3] QPSK
[2] 16QAM
 
[3] QPSK
[3] 64QAM
 
[3] QPSK
[3] 64QAM
 
Ranging StatusSuccess Retries Exceed Retries Exceed Retries Exceed 

 

Signal Stats (Codewords)Bonding Channel Value
Channel ID
Total Unerrored Codewords21766810 21129725 21129815 21129640 
Total Correctable Codewords16 
Total Uncorrectable Codewords654 491 549 554 

 

Log:

Jan 31 2016 16:13:483-CriticalR05.0Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 31 2016 16:10:123-CriticalR06.0Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 31 2016 16:10:123-CriticalR03.0Ranging Request Retries exhausted;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 31 2016 16:09:493-CriticalR06.0Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 31 2016 16:09:483-CriticalR03.0Ranging Request Retries exhausted;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 31 2016 16:09:483-CriticalR06.0Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 31 2016 16:09:483-CriticalR03.0Ranging Request Retries exhausted;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 31 2016 16:09:483-CriticalR05.0Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 31 2016 16:04:115-WarningU103.0Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 31 2016 16:04:115-WarningU102.0TCS Partial Service;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 31 2016 16:04:103-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 31 2016 16:03:106-NoticeI401.0TLV-11 - unrecognized OID;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 31 2016 16:03:105-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:213-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:136-NoticeN/ACable Modem Reboot from GUI/Configuration page ;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jan 31 2016 16:02:223-CriticalR05.0

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;

 

The tech I spoke to on the phone a moment ago read off node #6005 and noted that it had been evaluated and any problems found were supposedly fixed. Though...I don't believe that. So I had another tech visit scheduled for Tuesday at 2pm-3pm to try and line up with when problems usually occur and see if there are still errors on the line.

Still going in circles...

 

EDIT: I should note that lately, temperatures have increased over the past week. Daytime is seeing 70-80 degrees Farenheit, but nights can still be really cold. As for whether or not the bucket trucks were rolled, I can't comment, because I haven't seen or heard any near my house.

Expert

Re: Ongoing connectivity issues / T3 timeouts

I still say you're having an ATSC digital broadcast tv ingress issue and that it's probably where there's an egress problem

 Do you know any Ham radio operators that have a 70 cm ht or mobile?

?

 

Participant

Re: Ongoing connectivity issues / T3 timeouts


@MsRaye wrote:

Do you know any Ham radio operators that have a 70 cm ht or mobile?

 


Sorry to say that I don't. 

Participant

Re: Ongoing connectivity issues / T3 timeouts

FINALLY. A BUCKET TRUCK. (@MsRaye you weren't joking when you said that you have to move heaven and earth to get one of these to roll.)

 

Long story short, it took a guy that worked on the redesign job in my area months ago (where they added/took away/something another amp near my neighborhood) to look at the +10/11 Forward signal on my modem to go "That's too much...hang on...", look at my neighbors' modem signals, recall the job they did months ago, realize that the amp closest to me was acting up and that the AGC right outside my house was working overdrive to try and compensate for it, drive down the street to fix the amp, and lastly, come back to my house and go up the pole to tweak the AGC.

 

Once all of that was done, all of the errors on the line went away and the signals on my modem are much better.

 

(Additional details: Yesterday, when the techs replaced the old cabling running along the back of my house to my wall outlet and provided me with a rental, DOCSIS 2.0 Motorola Surfboard modem to test, the supervisor gave me his number and told me to call when the internet disconnected again. Sure enough, earlier today at 4pm the modem lost connection and rebooted. I called the supervisor, left a message, and two hours later the Infrastructure Maintenance guys showed up.)

 

The two techs that fixed the amp and AGC both gave me their numbers, bringing my TWC contacts list to a total of three. They specifically requested that I give them an update on the situation this Sunday, so I've got that going for me.

 

Modem signal levels as of now (WITHOUT any splitters attached - which normally made me see +10 to +12 on the Downstream):

DownstreamBonding Channel Value
Channel ID
Frequency525000000 Hz 537000000 Hz 543000000 Hz 549000000 Hz 
Signal to Noise Ratio37 dB 37 dB 37 dB 37 dB 
Downstream ModulationQAM256 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
5 dBmV  5 dBmV  4 dBmV  4 dBmV  

 

UpstreamBonding Channel Value
Channel ID
Frequency30600000 Hz 19400000 Hz 24200000 Hz 37000000 Hz 
Ranging Service ID15638 15638 15638 15638 
Symbol Rate5.120 Msym/sec 2.560 Msym/sec 5.120 Msym/sec 2.560 Msym/sec 
Power Level44 dBmV 44 dBmV 44 dBmV 44 dBmV 
Upstream Modulation[3] QPSK
[3] 64QAM
 
[3] QPSK
[2] 16QAM
 
[3] QPSK
[3] 64QAM
 
[3] QPSK
[2] 16QAM
 
Ranging StatusSuccess Success Retries Exceed Success 

 

Signal Stats (Codewords)Bonding Channel Value
Channel ID
Total Unerrored Codewords135009861 135009951 135009953 135009069 
Total Correctable Codewords14 16 13 51 
Total Uncorrectable Codewords708 615 618 1519 

 

 

Finally...we're getting to the bottom of this...

I'm glad my persistence has paid off, thus far...

Spectrum Employee

Re: Ongoing connectivity issues / T3 timeouts

Maintenance tech

Ooooh pictures!  Yay!  Smiley Very Happy

 

Glad to hear that you got some progress on this.

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

Re: Ongoing connectivity issues / T3 timeouts

The docsis 2 is less critical but only goes to 20/2 if it fails, there's an issue.

 

Repost your signals in the morning, I still don't like the retries exceeded on one US channel . Maybe TWC needs to go back a couple amps and look at levels there.

 

 I'm still betting the problem is ingress up the street from you  possibly before the amp and it's varying causing levels to go haywire.

 The other thing to monitor if you have cable tv is the IB inband level of RF channel 61 which is the AGC. If it's varying, the problem is between the last amp and you or the last amp itself.

 

However if internet only, it's trapped out before the cable enters your house.