Rookie

Sporadic Connection Issues

Over the last couple months my internet seems to be giving issues intermittently. Usually it's buffering on the TV webpage (via HTPC) and usually it's live TV. Really don't seem to have as many issues with on-demand; spectrum or netflix. 

 

I did run across some errors on both the router and modem; not sure of their significance. I did find one on another thread here and it was mentioned to disable IPv6; so I did that. All of these log entries would be with IPV6 enabled, as I just disabled it a few minutes ago. My primary router and cable modem are TWC/Spectrum provided. I have an additional router that I'm using as an access point since my older plaster walls seem to deaden WiFi, I need it for decent house-wide coverage. The spectrum sagecom router handles DHCP, the other one is just a static address + WiFi service. This problem is experienced on wired devices as well.

 

I've been doing speed tests and most are in acceptable range, but I had a couple today under 4mbs!

Capture.JPG

 

 

 

 

Here is the Sagecom log - set to error or higher:

Nov 16th, 8:27:41 pm	hg6d	Error	
xtime_add_millisecs(78): unexpected input
Nov 16th, 8:27:41 pm	hg6d	Error	
xtime_add_millisecs(78): unexpected input
Nov 16th, 8:27:41 pm	hg6d	Error	
xtime_add_millisecs(78): unexpected input
Nov 16th, 8:27:41 pm	hg6d	Error	
xtime_add_millisecs(78): unexpected input
Nov 16th, 8:27:41 pm	hg6d	Error	
xtime_add_millisecs(78): unexpected input
Nov 16th, 8:27:41 pm	hg6d	Error	
xtime_add_millisecs(78): unexpected input
Nov 16th, 8:27:41 pm	hg6d	Error	
xtime_add_millisecs(78): unexpected input
Nov 16th, 8:27:41 pm	hg6d	Error	
xtime_add_millisecs(78): unexpected input
Nov 16th, 8:27:41 pm	hg6d	Error	
xtime_add_millisecs(78): unexpected input
Nov 16th, 8:27:41 pm	hg6d	Error	
xtime_add_millisecs(78): unexpected input
Nov 16th, 8:27:41 pm	hg6d	Error	
xtime_add_millisecs(78): unexpected input
Nov 16th, 8:27:41 pm	hg6d	Error	
xtime_add_millisecs(78): unexpected input
Nov 16th, 8:27:41 pm	hg6d	Error	
xtime_add_millisecs(78): unexpected input
Nov 16th, 8:27:41 pm	hg6d	Error	
xtime_add_millisecs(78): unexpected input
Nov 16th, 8:27:41 pm	hg6d	Error	
xtime_add_millisecs(78): unexpected input
Nov 16th, 8:27:41 pm	hg6d	Error	
xtime_add_millisecs(78): unexpected input
Nov 16th, 8:27:41 pm	hg6d	Error	
xtime_add_millisecs(78): unexpected input
Nov 16th, 8:27:41 pm	hg6d	Error	
xtime_add_millisecs(78): unexpected input
Nov 16th, 8:27:41 pm	hg6d	Error	
xtime_add_millisecs(78): unexpected input
Nov 16th, 8:27:41 pm	hg6d	Error	
xtime_add_millisecs(78): unexpected input 

 And here's the docsis log from the Arris Touchstone Modem: (MACs edited - just because it's the web Smiley Happy

11/13/2018 15:05	84000700	5	RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/13/2018 15:10	83010200	4	Service Change Response rejected - Invalid transaction ID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/13/2018 15:14	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/13/2018 15:17	73040200	3	TLV-11 - Illegal Set operation failed;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/13/2018 19:19	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/13/2018 20:53	84000700	5	RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/13/2018 20:53	84020200	5	Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/14/2018 1:14	84000700	5	RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/14/2018 1:14	84000500	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/14/2018 1:14	84000700	5	RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/14/2018 1:14	84000500	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/14/2018 1:14	84000700	5	RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/14/2018 1:14	84020200	5	Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/14/2018 1:14	82000400	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
1/1/1970 0:36	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/14/2018 2:00	73040200	3	TLV-11 - Illegal Set operation failed;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/14/2018 5:45	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/14/2018 18:16	73040200	3	TLV-11 - Illegal Set operation failed;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/15/2018 2:18	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/16/2018 18:45	73040200	3	TLV-11 - Illegal Set operation failed;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

 I did call and a tech came out and looked at the line. Didn't find anything, but said they would monitor it for 7 days or so. The rep on the phone did mention that there appeared to be errors or at least hinted at that and scheduled a tech right away.

 

I wanted to get an opinion or maybe some more info before contacting tech support again. I was thinking about increasing speed and that might result in a new modem anyway; but would like to look into it a bit before I make that jump. 

4 REPLIES
Rookie

Re: Sporadic Connection Issues

Oh, here are the RF parameters as well.

 

Downstream
DCID	Freq	Power	SNR	Modulation	Octets	Correcteds	Uncorrectables
Downstream 1	25	627.00 MHz	3.30 dBmV	38.98 dB	256QAM	882842897	0	0
Downstream 2	1	483.00 MHz	3.90 dBmV	38.98 dB	256QAM	402870708	0	0
Downstream 3	4	501.00 MHz	4.10 dBmV	38.98 dB	256QAM	367480754	9	0
Downstream 4	7	519.00 MHz	4.20 dBmV	37.64 dB	256QAM	357511830	0	0
Downstream 5	8	525.00 MHz	4.20 dBmV	37.64 dB	256QAM	389032899	0	0
Downstream 6	9	531.00 MHz	4.20 dBmV	38.98 dB	256QAM	332722306	0	0
Downstream 7	10	537.00 MHz	4.20 dBmV	38.98 dB	256QAM	313110253	0	0
Downstream 8	11	543.00 MHz	4.30 dBmV	38.61 dB	256QAM	334969415	0	0
Downstream 9	12	549.00 MHz	4.20 dBmV	38.61 dB	256QAM	438196995	0	0
Downstream 10	13	555.00 MHz	4.10 dBmV	38.98 dB	256QAM	448035152	0	0
Downstream 11	14	561.00 MHz	4.10 dBmV	38.61 dB	256QAM	432754434	0	0
Downstream 12	15	567.00 MHz	4.00 dBmV	38.61 dB	256QAM	437166310	0	0
Downstream 13	16	573.00 MHz	4.20 dBmV	38.98 dB	256QAM	435665608	0	0
Downstream 14	17	579.00 MHz	4.00 dBmV	38.61 dB	256QAM	499890565	0	0
Downstream 15	18	585.00 MHz	4.00 dBmV	38.61 dB	256QAM	480905771	0	0
Downstream 16	19	591.00 MHz	4.00 dBmV	37.64 dB	256QAM	554336586	0	0
Downstream 17	20	597.00 MHz	4.10 dBmV	33.38 dB	256QAM	507330119	0	0
Downstream 18	21	603.00 MHz	4.00 dBmV	36.39 dB	256QAM	485303069	0	0
Downstream 19	22	609.00 MHz	3.80 dBmV	38.61 dB	256QAM	392167430	0	0
Downstream 20	23	615.00 MHz	3.80 dBmV	38.61 dB	256QAM	493622700	0	0
Downstream 21	24	621.00 MHz	3.30 dBmV	38.98 dB	256QAM	584303749	0	0
Downstream 22	26	633.00 MHz	3.40 dBmV	38.98 dB	256QAM	646767573	6	0
Downstream 23	27	639.00 MHz	3.50 dBmV	38.98 dB	256QAM	527089208	9	0
Downstream 24	30	651.00 MHz	4.00 dBmV	38.98 dB	256QAM	458999207	0	0
Reset FEC Counters
Upstream
UCID	Freq	Power	Channel Type	Symbol Rate	Modulation
Upstream 1	91	30.60 MHz	46.50 dBmV	DOCSIS2.0 (ATDMA)	5120 kSym/s	64QAM
Upstream 2	92	37.00 MHz	46.75 dBmV	DOCSIS2.0 (ATDMA)	5120 kSym/s	64QAM
Upstream 3	90	24.20 MHz	46.00 dBmV	DOCSIS2.0 (ATDMA)	5120 kSym/s	64QAM
Upstream 4	89	19.40 MHz	45.25 dBmV	DOCSIS1.x (TDMA)	2560 kSym/s	16QAM
 Status
System Uptime:	0 d: 2 h: 02 m
Computers Detected:	staticCPE(1), dynamicCPE(1)
CM Status:	OPERATIONAL
Time and Date:	Fri 2018-11-16 20:46:11
Newcomer

Re: Sporadic Connection Issues

I am having the exact same issues!! We upgraded our internet speed this past week and have had issues with mbps below 5 for days now! Speedtest showed below even 1 mbps! We have the same set up as you too btw. I'm thinking that ( like always ) this is a widespread problem that they will push off as anything other than their problems!
Highlighted
Lead Moderator

Re: Sporadic Connection Issues

@BallMomDeb

 

Internet connection issues are very rarely caused by the same thing.  We encourage you 

to begin your own post regarding the service issue you are experiencing. 

 

Some information you can post that would help in diagnosis of the issue can be found 

here: DATA-TO-POST-TO-GET-HELP-FROM-THE-COMMUNITY

 

@Overcast451

If you would like to post some additional information yourself that would be helpful. 

 

Seeing what you have posted I would encourage direct support and a follow up 

trouble call. 

 

You can reach our Social Media Customer Care team at:

 

Twitter: @Ask_Spectrum

or

Facebook: https://www.facebook.com/Spectrum

 

 

Regards,

Julia R.

Spectrum-Social Media Customer Care

Lead Moderator-Community Forums

Proven Sharer

Re: Sporadic Connection Issues


@Overcast451

"RCS Partial Service" error messages are caused by the loss of received signal on one or more discrete DS internet channels assigned to your modem connection.  Your modem's reported receive signal levels are uniform across all 24 channels, so this error message points toward a problem in the cable infrastructure.  To reassure you, this kind of problem is almost never within your modem, it's on Spectrum's cable side.

 

You need a visit from a Spectrum home service tech so he can see the issue and alert the outside plant maintenance team.  Locating and repairing this type of intermittent failure usually takes more than one trip, so get them started now by calling Spectrum today to schedule a service tech. 

 

Last, upgrading your connection speed on a line that already has known problems is going to make things worse, not better.  There's no need to edit out the reported MAC IDs. The MAC shown for the modem is the WAN diagnostic port, not the user ethernet payload connection, while the CMTS MAC ID is Spectrum's network node.