Not applicable

Randomly losing internet connection.

After several trouble free years of connectivity, I've been experiencing random and inexplicable internet outages that can last minutes or hours every few days after which things return to normal until the next time it does the same.

It does not appear to be an issue on the Spectrum side. A technician even came by to check on it, alas when the internet was working fine, pronounced that the cable is working fine and I should replace the modem. So far so good, except it seemed that beyond establishing that the signal was fine when he checked on the cable, I was not sure if he knew what he was talking about. At first, he insisted that the problem is that my modem (Arris sb6121) is not Docsis 3, until I showed him that it was. Then he insisted that I need an expensive modem with 1gbps download speed, even though the service I am on does not allow for anything near that. I do strongly suspect that something is a bit fishy with the modem, but I am not entirely sure what the best course of action might be, especially given the randomness of disconnections. Any suggestions? Thanks in advance!
12 REPLIES 12
Spectrum Employee

Re: Randomly losing internet connection.

If the tech told you it is a modem issue, if the modem is a Spectrum modem you can take the modem into the local lobby and swap it and take it home and connect it with a self install easy connect. All in all, if you have  a Spectrum modem, Spectrum will provide you with a compatable modem. Smiley Happy hope this helps and hope you have your services back up and running well. Sorry to hear you are having issues, hope everything works out for you Smiley Happy

Expert

Re: Randomly losing internet connection.

What speed are you paying for?

What speed are you getting?

 Copy and paste the modems signal level page. You may have ingress issues as well, Don't reset the modem, need to see actual history.

 

Sorry but the 6121's are obsolete junk and TWC just threw out a bunch of them as well as 6580's because of their very limited acceptance bandwidth. All other 4x4 modems fall into thatat class as well, they will not work well if at all on a 16-40 channel system, TWC has 16's in almost all the US and up to 28 channels in some places.

Most 16x4 modems should cover the wide bandwidth provided there's no ingress

 

Not applicable

Re: Randomly losing internet connection.

I'd taken two steps since then.
The first thing I did was to replace the original modem with another Arris (6141). I am paying for the cheapest internet, so I don't need that much bandwidth. Anyways, it didn't work--same problem tonight-- so that modem is going back.

Then I discovered that there was a rash of almost identical problems (possibly identical) problems some years ago, all involving upstream power levels rising, modems resetting themselves, and getting T4 errors. Every one of them involved either 6121 or 6141 and they were all resolved by replacing the modem with a Zoom product, which is now on the way from Amazon in my case as well. Will report back if that resolves the problem. (knock on wood.)

Not applicable

Re: Randomly losing internet connection.

ps. can't cut and paste logs. writing from phone since internet is down. as far as i can tell, identical problem as http://forums.timewarnercable.com/t5/Connectivity/Weird-Internet-Connectivity-Problem/td-p/33490, including log contents.
Highlighted
Expert

Re: Randomly losing internet connection.

need to see levels, no such thing as identical, lol.

 

Not applicable

Re: Randomly losing internet connection.

no offense, but you could drop the mocking tone. i'll copy and paste the numbers when possible, but sometimes, people post because they actually lost internet connectivity and the spectrum cs is not helping.
Not applicable

Re: Randomly losing internet connection.

Copying and pasting as plain text since previous attempts did not seem to work:

Logs:
Time Priority Code Message
May 01 2017 22:04:22 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=04:4e:5a:31:05:63;CMTS-MAC=00:01:5c:6a:30:5a;CM-QOS=1.1;CM-VER=3.0;
May 01 2017 22:04:21 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=04:4e:5a:31:05:63;CMTS-MAC=00:01:5c:6a:30:5a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:31 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:31:05:63;CMTS-MAC=00:01:5c:6a:30:5a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:29 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=04:4e:5a:31:05:63;CMTS-MAC=00:01:5c:6a:30:5a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:21 5-Warning T07.0 RCS Partial Service;CM-MAC=04:4e:5a:31:05:63;CMTS-MAC=00:01:5c:6a:30:5a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:16 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=04:4e:5a:31:05:63;CMTS-MAC=00:01:5c:6a:30:5a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:16 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=04:4e:5a:31:05:63;CMTS-MAC=00:01:5c:6a:30:5a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:10 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=04:4e:5a:31:05:63;CMTS-MAC=00:01:5c:6a:30:5a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:08 5-Warning D04.1 ToD request sent - No Response received;CM-MAC=04:4e:5a:31:05:63;CMTS-MAC=00:01:5c:6a:30:5a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:39:38 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=04:4e:5a:31:05:63;CMTS-MAC=00:01:5c:6a:30:5a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:39:13 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=04:4e:5a:31:05:63;CMTS-MAC=00:01:5c:6a:30:5a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:38:38 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:31:05:63;CMTS-MAC=00:01:5c:6a:30:5a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:38:23 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=04:4e:5a:31:05:63;CMTS-MAC=00:01:5c:6a:30:5a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:37:48 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:31:05:63;CMTS-MAC=00:01:5c:6a:30:5a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:37:40 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=04:4e:5a:31:05:63;CMTS-MAC=00:01:5c:6a:30:5a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:37:05 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:31:05:63;CMTS-MAC=00:01:5c:6a:30:5a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:36:52 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=04:4e:5a:31:05:63;CMTS-MAC=00:01:5c:6a:30:5a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:36:17 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:31:05:63;CMTS-MAC=00:01:5c:6a:30:5a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:36:08 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=04:4e:5a:31:05:63;CMTS-MAC=00:01:5c:6a:30:5a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:35:34 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:31:05:63;CMTS-MAC=00:01:5c:6a:30:5a;CM-QOS=1.1;CM-VER=3.0;

 

Signal:

Downstream Bonding Channel Value
Channel ID 22 23 24 25 26 27 28 31
Frequency 645000000 Hz 651000000 Hz 657000000 Hz 663000000 Hz 669000000 Hz 675000000 Hz 681000000 Hz 699000000 Hz
Signal to Noise Ratio 37 dB 37 dB 38 dB 38 dB 38 dB 38 dB 38 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 1 dBmV 1 dBmV 1 dBmV 1 dBmV 1 dBmV 0 dBmV 0 dBmV
Upstream Bonding Channel Value
Channel ID 66 65 67 68
Frequency 23300000 Hz 18500000 Hz 30600000 Hz 37000000 Hz
Ranging Service ID 15749 15749 15749 15749
Symbol Rate 5.120 Msym/sec 2.560 Msym/sec 5.120 Msym/sec 2.560 Msym/sec
Power Level 45 dBmV 45 dBmV 46 dBmV 46 dBmV
Upstream Modulation [3] QPSK
[1] 16QAM
[2] 64QAM
[3] QPSK
[2] 16QAM
[3] QPSK
[1] 16QAM
[2] 64QAM
[3] QPSK
[1] 16QAM
[2] 64QAM

Ranging Status Success Success Success Success
Signal Stats (Codewords) Bonding Channel Value
Channel ID 22 23 24 25 26 27 28 31
Total Unerrored Codewords 1352633570 1352605620 1352614415 1352622557 1352600368 1352598401 1352601738 1352631531
Total Correctable Codewords 2551 3862 3252 3297 2745 3298 3436 2808
Total Uncorrectable Codewords 742 545 520 524 614 3081 688 1494

 

This is obviously when the connectivity is back.  When the connectivity was down the last time, I noticed that (besides there being just one channel), the upstream power level was up to 57dBmV, which, fwiw, is what other had reported.  This, I'll have to remember to screencap the next time I lose connection--I did not even know what to look for until a few hours ago, and as much as MsRaye thinks people should magically connect to the internet when they have no working modem, some people can't.

Expert

Re: Randomly losing internet connection.

You can always connect to the modem  and then  have to copy the data then connect to another service to upload it here.  Need to see both DS and US levels when not working.

 If the US is going to +56 and on a single channel, then switches to 4 channels below + 52 dBmv, it appears to be a loose or corroded connection, usually outside and at the pole tap off and needs twc out to replace the connectors there and at the grounding block . This could be a water filled internet only filter/ trap as well.

could also be a rodent or limb chewed line if run thru trees.

 It's also possibly a splitter/ connector issue in the house, open splitter ports, corroded center wire, loose conn behind wall plates. Good luck, all connectors must be a tad more than finger tight, the center wire shiny copper and extending 1/8" beyond the nuts, connectors, splitters, grounding block shiny not corroded or oxidised.

 

Not applicable

Re: Randomly losing internet connection.

Another technician came out, after another outage.  He was far more thorough than the last one.

 

Apparently, squirrels gnawed on the line coming in from outside.  Hopefully, that will have fixed the problem.