TC-W7960 Intermittent connectivity loss - bonded channel frequencies and error log

[toy4two]

For the last year, seems to be getting worse since TWC went to Spectrum.  TP-Link TC-W7960, have to unplug the modem about once a week, sometimes more.  Work from home so its very disruptive to my collaboration meetings and work in general.

Here is the System Log:

TimePriorityDescription

Mon Nov 27 21:28:58 2017	Error (4)	Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;CM-QOS=1.1;CM-VER=3.0;
Mon Nov 27 21:28:58 2017	Error (4)	Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;CM-QOS=1.1;CM-VER=3.0;
Time Not Established	Notice (6)	Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
Time Not Established	Notice (6)	WiFi Interface [wl1] set to Channel 11 (Side-Band Channel:N/A) - Reason:INIT
Wed Nov 15 21:28:30 2017	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;...
Wed Nov 15 14:24:20 2017	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18...
Wed Nov 15 14:23:47 2017	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;...
Sat Nov 11 14:03:32 2017	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18...
Time Not Established	Critical (3)	TFTP failed - configuration file NOT FOUND;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;CM-QOS=1.0;CM-VER=3.0;
Thu Nov 09 23:22:03 2017	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;...
Time Not Established	Critical (3)	TFTP failed - configuration file NOT FOUND;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;CM-QOS=1.0;CM-VER=3.0;
Sat Oct 28 07:33:10 2017	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18...
Time Not Established	Critical (3)	TFTP failed - configuration file NOT FOUND;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	TFTP failed - configuration file NOT FOUND;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	TFTP failed - configuration file NOT FOUND;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;CM-QOS=1.0;CM-VER=3.0;
Sun Oct 08 18:27:08 2017	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;...
Mon Sep 25 19:29:03 2017	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;...
Mon Sep 25 19:29:03 2017	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;...
Sat Sep 23 11:42:12 2017	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;...
Mon Sep 18 23:19:15 2017	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a:ba:69;CM-QOS=1.0;CM-VER=3.0;
Mon Sep 18 23:19:05 2017	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:00:00:00...
Mon Sep 18 23:17:35 2017	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18...
Mon Sep 18 23:17:34 2017	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a...
Mon Sep 18 23:17:31 2017	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18...
Mon Sep 18 23:17:30 2017	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a...
Mon Sep 18 23:17:29 2017	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18...
Mon Sep 18 23:17:29 2017	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a...
Mon Sep 18 23:17:27 2017	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18...
Mon Sep 18 23:17:27 2017	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a...
Mon Sep 18 23:17:14 2017	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a...
Mon Sep 18 23:17:07 2017	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:a6:f7:bd:a8:98;CMTS-MAC=00:01:5c:8a...
Tue Sep 12 09:31:51 2017	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18...

[toy4two]

Here is the Connection Status:

Startup Procedure

ProcedureStatusComment

Acquire Downstream Channel	651000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Configuration File	OK	?BiABGZgIgBAAAAAAAAAAAEMYpve9qJgmBeAADAwACg1dvb3rd4RY@AAAAAIc0ZzEjqlzOXrPLNKsyFdCLmdf_
Security	Enabled	BPI+

Downstream Bonded Channels

ChannelStatusModulationChannel IDFrequencyPowerSNR

1	Locked	QAM256	15	651000000 Hz	14.8 dBmV	43.2 dB
2	Locked	QAM256	13	639000000 Hz	14.8 dBmV	43.2 dB
3	Locked	QAM256	6	597000000 Hz	14.8 dBmV	43.7 dB
4	Locked	QAM256	8	609000000 Hz	14.9 dBmV	43.9 dB
5	Locked	QAM256	9	615000000 Hz	14.9 dBmV	43.8 dB
6	Locked	QAM256	11	627000000 Hz	15.0 dBmV	43.8 dB
7	Locked	QAM256	12	633000000 Hz	15.0 dBmV	43.5 dB
8	Locked	QAM256	14	645000000 Hz	14.9 dBmV	43.2 dB

Upstream Bonded Channels

ChannelStatusChannel TypeChannel IDSymbol RateFrequencyPower

1	Locked	ATDMA	90	5120 ksym/sec	23300000 Hz	38.5 dBmV
2	Locked	TDMA	89	2560 ksym/sec	18500000 Hz	38.3 dBmV
3	Locked	ATDMA	91	5120 ksym/sec	30600000 Hz	39.5 dBmV
4	Locked	ATDMA	92	5120 ksym/sec	37000000 Hz	39.8 dBmV

[toy4two]

I've chatted with support, reset the modem with them and the manufacturer says everything is fine with their hardware its Spectrum's lines.

Any suggestions, about to switch to Viasat's satilliete internet if this keeps up.

[reds91185]

It appears that your DS power levels are really high while your US is on the low side. Are you internet only? Is there an amp in the line? Splitters?

[karlbeckman]

Are we to presume that you own that modem, since you are consulting the manufacturer directly for tech support?  The visible issue is definitely DS signal levels being too high - the maximum DS allowed going into the modem is + 10.0 dBmV, and maximum US allowed coming out is +51 dBmV.  Higher levels than those are not better!!

Your DS is way too high, but your US is OK IF you are seeing the proper channel bonding shown on the modem indicator LEDs.

[toy4two]

yes I own this modem.  I am Internet only.  No splitters inside my condo, comes straight in from the pole.  No amplifiers inside my home.    TP-Link suport gave me this answer:

"After reviewing the System Log and Connection Status, there appears to be a signal or line issue occurring. This is evidenced by the recurring T3 errors in the System Log, which are errors indicating line issues. Furthermore, the power and signal readings from the Connection Status information appear to be out of spec. In your case, we highly recommend contacting your provider and requesting for a Tier 2 or higher technician who can check into and provide a solution for these specific errors and signal issues. A potential solution might be to have the provisioning bin file removed, then re-applied to the modem by a Tier 2 or higher technician."

If the signal is too high DS, should I throw a splitter on to reduce it?

[toy4two]

I found this

"To lower your levels you would use and attenuator (http://www.techtoolsupply.com/SearchResults.asp?Search=attenuator). Be aware that this will also raise your upstream levels.

Generally, an acceptable signal range for a modem is:
Downstream (forward path): -7 to +7 dBmV.
Upstream: (return path): > 40 dBmV but < 50 dBmV."

and a different source said

"Downstream Power (-15dbmV to +15dbmV) - measure of the signal level received by the cable modem
Most modems are rated from -15dB to +15dB, however it's best to have it between +8dB and -8dB. Anything less or more than that and you may have quality issues. You can remove splitters on the line if you need to raise and clean up your signal level a bit. You can also use a tap (directional coupler) to get a cleaner signal to the cable modem instead of a splitter.

Upstream Power / Modulation(37dbmV to 55dbmV) - the strength of signal transmitted by the cable modem
Generally a lower this number is better. Above 55dB will most likely cause problems, over 57dB and you probably won't be able to connect. Ideally between 42 and 50dB. Lower than 40 may start introducing some packet loss (especially if you have much noise on the line). If you hit 58 the modem will likely drop the connection and resync. 

Signal/Noise Ratio (SNR , >30dB) - measure of how clear the signal is
SNR is best over 30, (the higher the better, might work well with as low as 25 at times). Anything less than 25 will cause dropped connections, packet loss, slow transfers, etc. This is true for both the "Downstream SNR" and the "Upstream SNR", which may be different values. Typically, cable modems show the Downstream SNR, the Upsteram SNR can only be calculated at the remote end of the coax (usually at the node). Just remember that higher SNR means cleaner signal. A value well over 40 may mean you have too much power.
"

I think I'll just buy one of these attenuators, should fix both problems, decrease DS signal and  force US to increase.

[MsRaye]

This is an issue out on the street and requires TWC/ Spectrum bucket truck guys to fix the bad amplifier.. + 15 is wrong and it indicates an amp in saturation.

[toolman1990]

---

@MsRaye wrote:

This is an issue out on the street and requires TWC/ Spectrum bucket truck guys to fix the bad amplifier.. + 15 is wrong and it indicates an amp in saturation.

---

He would first have to schedule a tech appointment for them to verifiy the issue and once verifed by the field tech he will file a ticket so the line repair techs with the bucket truck can fix the signal levels at the tap.

[toy4two]

Today I threw on a 10 db attenuator right in the back of the TP-Link cable modem.  Here is the results:

Procedure Status Comment

Acquire Downstream Channel	651000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Configuration File	OK	?BiABGZgIgBAAAAAAAAAAAEMYpve9qJgmBeAADAwACg1dvb3rd4RY@AAAAAAwbyx0d9a9_4pD2lpRT05_W5G_X
Security	Enabled	BPI+

Downstream Bonded Channels

Channel Status Modulation Channel ID Frequency Power SNR

1	Locked	QAM256	15	651000000 Hz	4.0 dBmV	43.2 dB
2	Locked	QAM256	6	597000000 Hz	4.1 dBmV	43.8 dB
3	Locked	QAM256	9	615000000 Hz	4.0 dBmV	43.8 dB
4	Locked	QAM256	10	621000000 Hz	4.1 dBmV	43.8 dB
5	Locked	QAM256	11	627000000 Hz	4.1 dBmV	43.8 dB
6	Locked	QAM256	12	633000000 Hz	4.1 dBmV	43.5 dB
7	Locked	QAM256	13	639000000 Hz	4.0 dBmV	43.2 dB
8	Locked	QAM256	14	645000000 Hz	4.1 dBmV	43.2 dB

Upstream Bonded Channels

Channel Status Channel Type Channel ID Symbol Rate Frequency Power

1	Locked	ATDMA	90	5120 ksym/sec	23300000 Hz	48.0 dBmV
2	Locked	TDMA	89	2560 ksym/sec	18500000 Hz	47.5 dBmV
3	Locked	ATDMA	91	5120 ksym/sec	30600000 Hz	48.8 dBmV
4	Locked	ATDMA	92	5120 ksym/sec	37000000 Hz	49.3 dBmV