Rookie

Slow/intermittent connection (modem logs included)

I've been having an issue for a couple of weeks now where my connection will slow to a crawl. Trace routes show tons of timeouts. Rebooting the modem takes a really long time, and I get a lot of DHCP and time not established errors. Modem is a Motorola Arris SB6183. Here is the current status:

Procedure Status Comment
Acquire Downstream Channel Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 25 819000000 Hz 2.8 dBmV 38.0 dB 0 0
2 Locked unknown 9 723000000 Hz 4.2 dBmV 0.0 dB 0 0
3 Locked unknown 10 729000000 Hz 4.6 dBmV 0.0 dB 0 0
4 Locked unknown 11 735000000 Hz 4.6 dBmV 0.0 dB 0 0
5 Locked unknown 12 741000000 Hz 4.3 dBmV 0.0 dB 0 0
6 Locked unknown 13 747000000 Hz 4.1 dBmV 0.0 dB 0 0
7 Locked unknown 21 795000000 Hz 3.8 dBmV 0.0 dB 0 0
8 Locked QAM256 22 801000000 Hz 2.5 dBmV 38.3 dB 0 0
9 Locked QAM256 23 807000000 Hz 2.7 dBmV 38.3 dB 0 0
10 Locked QAM256 24 813000000 Hz 3.0 dBmV 38.3 dB 0 0
11 Locked QAM256 26 825000000 Hz 2.7 dBmV 37.9 dB 0 0
12 Locked unknown 27 831000000 Hz 4.9 dBmV 0.0 dB 0 0
13 Locked unknown 28 837000000 Hz 5.2 dBmV 0.0 dB 0 0
14 Locked unknown 30 849000000 Hz 6.0 dBmV 0.0 dB 0 0
15 Locked unknown 31 855000000 Hz 5.4 dBmV 0.0 dB 0 0
16 Locked unknown 32 861000000 Hz 5.3 dBmV 0.0 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 68 2560 Ksym/sec 37000000 Hz 47.8 dBmV
2 Locked TDMA 65 2560 Ksym/sec 19400000 Hz 46.3 dBmV
3 Locked ATDMA 66 5120 Ksym/sec 24200000 Hz 45.5 dBmV
4 Locked ATDMA 67 5120 Ksym/sec 30600000 Hz 47.0 dBmV


And here is the log since I reset to factory defaults and rebooted:

Time Priority Description
Mon Sep 05 21:20:52 2016 Notice (6) TLV-11 - unrecognized OID;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:01:5c:78:26:66;CM-QOS=1.1;CM-VER=3.0;
Mon Sep 05 21:20:52 2016 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:01:5c:78:26:66;CM-QOS=1.1;CM-VER=3.0;
Mon Sep 05 21:20:51 2016 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:01:5c:78:26:66;CM-QOS=1.1;CM-VER=3.0;
Mon Sep 05 21:20:51 2016 Warning (5) ToD request sent - No Response received;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:01:5c:78:26:66;CM-QOS=1.0;CM-VER=3.0;
Mon Sep 05 21:20:37 2016 Notice (6) Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
Mon Sep 05 21:20:33 2016 Critical (3) No Ranging Response received - T3 time-out
Mon Sep 05 21:20:21 2016 Notice (6) TLV-11 - unrecognized OID;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:01:5c:78:26:66;CM-QOS=1.1;CM-VER=3.0;
Mon Sep 05 21:20:20 2016 Notice (6) Provisioning Mode Changed - Reinitialize MAC...
Mon Sep 05 21:20:20 2016 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:01:5c:78:26:66;CM-QOS=1.1;CM-VER=3.0;
Mon Sep 05 21:20:20 2016 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:01:5c:78:26:66;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:01:5c:78:26:66;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv4
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Notice (6) Dhcp Init Failed - Reinitialize MAC...
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:01:5c:78:26:66;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv4
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Notice (6) Dhcp Init Failed - Reinitialize MAC...
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:01:5c:78:26:66;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv4
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Notice (6) Dhcp Init Failed - Reinitialize MAC...
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:01:5c:78:26:66;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv4
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received;CM-MAC=20:3d:66:9c:25:4b;CMTS-MAC=00:01:5c:78:26:66;CM-QOS=1.0;CM-VER=3.0;

I spent a lot of time googling but haven't been able to figure out what's causing this. From what I've read I am thinking it's an issue with the coax, a splitter (only have one as far as I know, outside), or a filter (which I am not sure I have..)

Any help would be greatly appreciated.
9 REPLIES 9
Expert

Re: Slow/intermittent connection (modem logs included)

Since it's not a TWC modem but COAM, they'll blame it on the modem.

It may be provisioned with the wrong billing code.

Levels look ok but it looks like you posted them right after a reset. See if you can get a snapshot after it's been up for an hour or two.

All those channels are 4G LTE and lmr channels and there might be ingress on some of them

 Especially if hop 2 is timing out which is the coaxial connection between the modem and the cable head end you're on.

 

Rookie

Re: Slow/intermittent connection (modem logs included)

Wow, thanks for the fast reply. It's having the issue right now, so if all the status data seems normal maybe it is the modem.

I'll leave it up till after work tomorrow and see if anything changes. It was working fine earlier today, then crapped out a few hours ago. It's very intermittent and seems to be worse in the evenings.

I'm getting timeouts on all hops randomly, except for the first hop to the router. About 75% timeout after that.
Expert

Re: Slow/intermittent connection (modem logs included)

Make sure there's no extra splitters and all connections are a tad more than finger tight, Turn off your cell phones to see if the problem goes away.

Repost the signal page again, let's see if something has changed.

 Hop 2 indicates a local problem

 

Rookie

Re: Slow/intermittent connection (modem logs included)

Also, is it normal for the modem to show exactly 0.0 dB SNR for 11 out of the 16 bonded downstream channels, with "unknown" modulation? That seemed odd to me, but I'm not an expert.
Expert

Re: Slow/intermittent connection (modem logs included)

That may be normal... or it could be the wrong billing code for the COAM modem

Or it could be an improperly programmed CMTS  for the node you're on. 

Those might be cable box only data channels .

Compare notes with neighbors.

 

Browser

Re: Slow/intermittent connection (modem logs included)

I can just about guarantee its TWC crappie equipment. They can't blame it on the modem. My son has the same modem and it's was handed to him by a TWC employee. I was there when it was dropped off at his apartment. It's on the pole. It's got to be, they never keep a check on nothing like they should.
Rookie

Re: Slow/intermittent connection (modem logs included)

SNR drops by 0.1 dB with cell phone off, otherwise no change. Connections are all tight as far as I can tell. I cant check in the attic right now, but I am pretty sure the coax is a single run from living room through the attic to the outside, then there is a coupler mounted to the wall where it connects to the coax they ran underground to the street when it was first installed. There isn't anything else in line that I know of.

I'm pretty sure I'm the only TWC customer on my culdesac, and my neighbors are not tech savvy, so comparing notes is out. Looks like I'll need to just call this one in and see if I can get someone competent to verify the billing code and then get a tech out.

The modem is pretty new (< 6 months), is there anything you see that rules that out as the issue or would it be worth picking one up at a local B&M to test?
Rookie

Re: Slow/intermittent connection (modem logs included)

Err.. Just refreshed modem status, it's dropped to only showing one bonded downstream and one bonded upstream channel. And the downstream channel power is -3.3 dB. Event log is showing a number of "No ranging response received", "No maintenance broadcasts for ranging opportunities received" and one "No station maint timeout - Reinitializing MAC..."

The upstream channel is popping in and out as I refresh, but so far still only showing a single downstream. Power on that one is back up to 2.2 dB.
Expert

Re: Slow/intermittent connection (modem logs included)

Get TWC out, there's a major signal level issue, probably a corroded cable or noisy amplifier out on the street.   It  as well as the modems billing codes needs to be verified, this could also be the wrong type of modem in the system.