Rookie

Speed drop with 2 different SB6141 modems

Short version: Brand new line, no signal issues, works fine with a borrowed Arris CM820 but constantly drops to 1-2Mbps with my Arris 6141 and it's replacement.

 

Long version:

I bought an Arris / Motorola Surfboard SB6141 almost 6 months ago.
After a week or two my speed would drop down to 1-2Mbps.
Calling Time Warner tech support at least 5 times they kept insisting the problem was on their end so I kept humoring them, letting them try to fix it.
Eventually someone came out and tested the signals and didn't see anything wrong but suggested they run a new line anyway.
The new line was installed (direct to modem, not even any splitters since we don't have TV). I still had the problem so I exchanged the modem with Arris.
While I was waiting on shipment I borrowed another modem... still an Arris but different model.
I left it plugged in for a month. No issue at all.
I plug in the replacement SB6141 and the service drops to 1-2Mbps after just 3 days.

I have to feel that there is something wrong this particular model in combination w/ Time Warner, or possibly the firmware? What else can I check? This model was on their list of supported hardware.

 

The error I see in the logs:

* Lost MDD Timeout

* DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode

14 REPLIES 14
Expert

Re: Speed drop with 2 different SB6141 modems

do not reset the modem, copy and paste the modems signal level and error log pages and your zip code.

 Are you running any sort of cloud, I tune sync, dropbox or onedrive on any machine?

 What are you using for a router?

 

Participant

Re: Speed drop with 2 different SB6141 modems

 

When you run the speed test are you hardwired into the modem / router? Like Ms Raye said copy and paste the modem status page and error log here.

 

Modem should be accessible at http://192.168.100.1 or http://192.168.0.1

Rookie

Re: Speed drop with 2 different SB6141 modems

Next time it happens I'll be sure to copy the logs and signal levels.

As for the server question, I think you're trying to figure out if maybe there is a large sync going on when I experience my drop in speed.  I do run a file server on one machine to serve movies / music to my Nexus Player, but that's it... it sits idle unless I'm streaming something, so that isn't the problem.

For my router I'm using a TP-LINK Archer C7... it came bundled with the modem from NewEgg.

Rookie

Re: Speed drop with 2 different SB6141 modems


@Brody wrote:

 

When you run the speed test are you hardwired into the modem / router? Like Ms Raye said copy and paste the modem status page and error log here.

 

Modem should be accessible at http://192.168.100.1 or http://192.168.0.1


I've ran the speed test every way possible.

I have deduced that the modem itself gets into a bad state.

Rebooting my computer, or my router doesn't solve anything.

Hard wiring my modem into my computer doesn't fix it either.

The only thing that solves the issue is power cycling the modem.

One time TWC was able to fix it on the phone without me power cycling it.

Expert

Re: Speed drop with 2 different SB6141 modems

Copy and paste it now, need to see if there's an obvious issue

 

Spectrum Employee

Re: Speed drop with 2 different SB6141 modems

Service codes need to be checked on this more than likely...

 

Can you please share the modem's error log & signal with the community here?  That's what MsRaye is asking for as well.

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

Re: Speed drop with 2 different SB6141 modems

Downstream Bonding Channel Value

Channel ID
Frequency555000000 Hz 561000000 Hz 567000000 Hz 573000000 Hz 579000000 Hz 585000000 Hz 591000000 Hz 597000000 Hz 
Signal to Noise Ratio38 dB 39 dB 38 dB 38 dB 39 dB 38 dB 38 dB 39 dB 
Downstream ModulationQAM256 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
3 dBmV  2 dBmV  2 dBmV  2 dBmV  2 dBmV  2 dBmV  1 dBmV  1 dBmV  

Upstream Bonding Channel Value

Channel ID
Frequency24200000 Hz 19400000 Hz 30600000 Hz 37000000 Hz 
Ranging Service ID7581 7581 7581 7581 
Symbol Rate5.120 Msym/sec 2.560 Msym/sec 5.120 Msym/sec 2.560 Msym/sec 
Power Level40 dBmV 40 dBmV 41 dBmV 40 dBmV 
Upstream Modulation[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[2] 16QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[3] 16QAM
 
Ranging StatusSuccess Success Success Success 

Signal Stats (Codewords)Bonding Channel Value

Channel ID
Total Unerrored Codewords3233426104 3232858949 3232867224 3232850859 3232843481 3232844564 3232845650 3232843476 
Total Correctable Codewords12 13 11 11 
Total Uncorrectable Codewords588 550 460 468 632 605 596 644 

TimePriorityCodeMessage

May 04 2016 20:18:226-NoticeI401.0TLV-11 - unrecognized OID;CM-MAC=d0:39:b3:91:c7:50;CMTS-MAC=00:17:10:89:32:98;CM-QOS=1.1;CM-VER=3.0;
May 04 2016 20:18:225-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=d0:39:b3:91:c7:50;CMTS-MAC=00:17:10:89:32:98;CM-QOS=1.1;CM-VER=3.0;
May 04 2016 20:18:023-CriticalT05.0SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d0:39:b3:91:c7:50;CMTS-MAC=00:17:10:89:32:98;CM-QOS=1.1;CM-VER=3.0;
May 04 2016 19:19:456-NoticeI401.0TLV-11 - unrecognized OID;CM-MAC=d0:39:b3:91:c7:50;CMTS-MAC=00:17:10:89:32:98;CM-QOS=1.1;CM-VER=3.0;
May 04 2016 19:19:455-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=d0:39:b3:91:c7:50;CMTS-MAC=00:17:10:89:32:98;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:156-NoticeN/ACable Modem Reboot due to power reset ;CM-MAC=d0:39:b3:91:c7:50;CMTS-MAC=00:17:10:89:32:98;CM-QOS=1.1;CM-VER=3.0;
May 04 2016 18:55:065-WarningT202.0Lost MDD Timeout;CM-MAC=d0:39:b3:91:c7:50;CMTS-MAC=00:17:10:89:32:98;CM-QOS=1.1;CM-VER=3.0;
May 04 2016 18:55:065-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=d0:39:b3:91:c7:50;CMTS-MAC=00:17:10:89:32:98;CM-QOS=1.1;CM-VER=3.0;
May 02 2016 19:58:385-WarningT202.0Lost MDD Timeout;CM-MAC=d0:39:b3:91:c7:50;CMTS-MAC=00:17:10:89:32:98;CM-QOS=1.1;CM-VER=3.0;
May 02 2016 19:58:385-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=d0:39:b3:91:c7:50;CMTS-MAC=00:17:10:89:32:98;CM-QOS=1.1;CM-VER=3.0;
May 02 2016 17:49:533-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:91:c7:50;CMTS-MAC=00:17:10:89:32:98;CM-QOS=1.1;CM-VER=3.0;
May 02 2016 16:31:436-NoticeD106.0DHCP Renew - lease parameters tftp file-?BEWGC1LQObORx1AKyQel@CskHpXHNn2zc4ZA97STnNSmK36gwWvf_ modified;CM-MAC=d0:39:b3:91:c7:50;CMTS-MAC=00:17:10:89:32:98;CM-QOS=1.1;CM-VER=3.0;
May 02 2016 16:31:434-ErrorD103.0DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=d0:39:b3:91:c7:50;CMTS-MAC=00:17:10:89:32:98;CM-QOS=1.1;CM-VER=3.0;
May 02 2016 16:13:466-NoticeI401.0TLV-11 - unrecognized OID;CM-MAC=d0:39:b3:91:c7:50;CMTS-MAC=00:17:10:89:32:98;CM-QOS=1.1;CM-VER=3.0;
May 02 2016 16:13:465-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=d0:39:b3:91:c7:50;CMTS-MAC=00:17:10:89:32:98;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:156-NoticeN/ACable Modem Reboot due to power reset ;CM-MAC=d0:39:b3:91:c7:50;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
May 02 2016 16:00:076-NoticeI401.0TLV-11 - unrecognized OID;CM-MAC=d0:39:b3:91:c7:50;CMTS-MAC=00:17:10:89:32:98;CM-QOS=1.1;CM-VER=3.0;
May 02 2016 16:00:075-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=d0:39:b3:91:c7:50;CMTS-MAC=00:17:10:89:32:98;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:156-NoticeN/ACable Modem Reboot due to power reset ;CM-MAC=d0:39:b3:91:c7:50;CMTS-MAC=00:17:10:89:32:98;CM-QOS=1.1;CM-VER=3.0;
May 02 2016 15:54:406-NoticeI401.0TLV-11 - unrecognized OID;CM-MAC=d0:39:b3:91:c7:50;CMTS-MAC=00:17:10:89:32:98;CM-QOS=1.1;CM-VER=3.0;
Expert

Re: Speed drop with 2 different SB6141 modems

Log says you pulled the power cable 3 times, level page shows good levels and lack of errors. I suspect a router issue or a computer problem.

 Do you have cloud, sync, I tunes , onedrive or dropbox running on 1 of your devices?

 

What sort of router do you have and is anything wireless?

 

Rookie

Re: Speed drop with 2 different SB6141 modems


@MsRaye wrote:

Log says you pulled the power cable 3 times, level page shows good levels and lack of errors. I suspect a router issue or a computer problem.

 Do you have cloud, sync, I tunes , onedrive or dropbox running on 1 of your devices?

 

What sort of router do you have and is anything wireless?

 


Probably the first 2 times were during inital setup and calling TWC to activate this replacement modem.

The last time was because my speed went down to 1Mbps.

 

Again, when I get into this 1-2Mbps state nothing works to restore me to 50Mbps except power cycling the modem.

I've taken the router (TP-LINK Archer C7) out of the equation by hard-wiring the modem to the computer.

I'm taken the computer out of the equation because the speed drops on all my wired and wireless devices.

With a different SB6141 I had the same issue.

With a CM820 ran for a month without a single issue.

 

Because of all of this, I have to beleive the issue is some incompatibility with TWC and this modem model.

 

Whatever software I have running right now I also had running while the CM820 gave me no issues.

Would software running on a device cause either a "Lost MDD Timeout" or "DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode"?

 

Could it be a firmware issue?  I read somewhere that end users cannot upgrade the firmware and that it has to come from your provider.