TWC Maxx 300/20 Service is Crippled to 5-15 Mpbs at Night

Hey everyone! I've been seeing this really bad issue with my service since the evening of June 28th. Between the hours of 8:30pm EST- 12:00am EST my latency and available bandwidth will become horribly crippled. Any time before or after those hours it works fine; a super speedy connection (330-360Mbits/down) and really responsive latency times for gaming (sub 20ms pings for local NY servers). I was using a Netgear CM600 (24x8), then ordered a new SB6183, both had the same issues. Then I went to the TWC offices and leased a new Arris DG1670 gateway, which i've been using in bridged mode. Same issues.

 

I've done the majority of troubleshooting I can with TWC over the phone. I call them almost every evening during those times so they can ping the modem and verify that my issues are there. Then they try to troubleshoot the same basic stuff again, at which point I ask for Tier 3 and speak breifly to someone new about what's going on. I've been logging screen shots for days now. Snaps of modem signal/ power, tracerts and ping logs during the event time, and speedtest bandwith tests.

 

 

A tech came out to location and checked lines, signals, etc and all seemed good. Though he came out during hours where it was working fine. None of the appointments are late enough to be done past 8:30pm when the issues are really most present. All I see when he leaves are 300-400ms pings and bandwidth goes down to 5-20Mbps down and 2-4Mbps up. I call back the next night, explain same issues, and the day after and after. They credit me $15 and tell me to call back every week service is consisently poop and i'll get another $15, so I set up a weekly calendar event.

 

Things that have been done are to the extent of:

  • reset modem, reset router, check fittings
  • remove the splitter on the line and connect directly before splitter occurs
  • check all coax wiring leading to my modem, and coming into the apartment
  • unplug/ power down all devices connected to my network and check speeds
  • shut down everything and check speeds on a compltely different system
  • remove router all togeter and connect modem directly into desktop/ latop and check speeds
  • changed modem to three different models, across three different brands
  • check all cat6 wiring is secured and no damage to cables
  • check that modem isn't overheating

Everything leads me to believe it's just network congestion during peak hours. I've been living in the same area of New York City for over 4 years. Opt'd in for 200 and 300Mbit options as soon as they came on the scene. Only recently, since June 28th, has my line speed has been bottlenecked to 4% of my subscribed, normal, plan dictated speeds. Frankly I wouldn't mind having my connection choked down to 50Mbps during those few hours. What kills me are the ping times of upwards 900ms during gameplay that makes any sort of low latency required for competive gaming impossible. The majority of my time spent on my system is between 9pm-3am daily. So I'd love to see TWC find some downed node or something and own up to the mistake. But really all I can do is keep logging the poor preformance and calling them back for credits.

 

Sorry for the rant.

14 REPLIES 14

Re: TWC Maxx 300/20 Serviced Crippled to 5-15 Mpbs at Night

Re: TWC Maxx 300/20 Service is Crippled to 5-15 Mpbs at Night

My neighbor allowed me to come over and run some tests during the affected window of time. She's also being affected by horrible ping times as well (avg. ping to google.com over 340ms) however she's getting nearly the full amount of bandwith she's paying for. She's on 50/5 and tested 41.45/ 4.40 Mbps. 

 

I just retested and am seeing 11.95/ 7.76 Mbps. Does anyone know if different tiers of service route differently at the network level? Any reason a neighbor on the same provider with the same cables being run into the building would be getting more bandwith if clearly her network is being affected (as shown by her current ping times)?

Re: TWC Maxx 300/20 Service is Crippled to 5-15 Mpbs at Night

Ah HA! I'm going to go ahead and mark myself as solved through my post here. After finishing speaking to another Tier 3 rep tonight he said a large majority of Queens traffic for TWC is routed through HUB-L which has had a ticket open for investigation of poor performance for over a month. He stated because of my constant calls he's going to keep me in communication for a fix as soon as it occurs. Nice to finally get an answer for this.

 

By the way, the ticket# TRB5827576 is the reference number for the investigation on HUB-L. If anyone else is in the area, now we know what's going on.

Rookie

Re: TWC Maxx 300/20 Service is Crippled to 5-15 Mpbs at Night

Have they called you back? I also live in Queens and having the same problem. I live in Corona my internet usually slows down 8:30-12:00PM. I pay for 50/5 and I'm getting during peak hours 11/5 with 300ping. I hope this gets fixed fast.

Re: TWC Maxx 300/20 Service is Crippled to 5-15 Mpbs at Night

I've been calling every other day since June 28th, and letting them know, HEY it's still busted. They gave me a special direct contact with Client Relations whom I speak to on Friday's now. She gives me information on the state of the issue, progress etc. Which so far has just been - no eta. I keep getting credited for my service weekly though. So I haven't had to pay anything since the issues started and as they expect, I won't pay anything till it's fixed.

 

I suggest calling and using the ticket# I provided above as your talking point. I wouldn't pay them a cent till they have this hub-l replaced and working optimally. However, don't waste your time with initial phone support. Request Tier 3 immediately and you'll get someone who knows more about these outstanding issues.

 

By the looks of the forums lately many people have been having latency and bandwith issues around peak hours for higher tier service. TWC needs to get on about maintaining their gear better. A shame they're the only option for certain neighborhoods. 

Expert

Re: TWC Maxx 300/20 Service is Crippled to 5-15 Mpbs at Night

Copy and paste the modems signal level and error events without resetting the modem. Also a tracert to google.com when it's fast vs. when it's slow.

If they're ok, I think it's an overloaded node  bandwidth capping at the TWC to transport/backbone point.

a TWC "business decission"

Robot Sad

Rookie

Re: TWC Maxx 300/20 Service is Crippled to 5-15 Mpbs at Night

This is during peak hour

 

 

Downstream

 DS-1DS-2DS-3DS-4
Frequency279000000285000000291000000297000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock)
LockedLockedLockedLocked
Channel Id1234
Modulation256QAM256QAM256QAM256QAM
Symbol Rate
(Msym/sec)
5.3605375.3605375.3605375.360537
Interleave DepthI=32
J=4
I=32
J=4
I=32
J=4
I=32
J=4
Power Level
(dBmV)
2.852.792.682.96
RxMER
(dB)
38.2638.9838.9838.26
Correctable
Codewords
1110
Uncorrectable
Codewords
574488525477
 DS-5DS-6DS-7DS-8
Frequency303000000309000000315000000321000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock)
LockedLockedLockedLocked
Channel Id5678
Modulation256QAM256QAM256QAM256QAM
Symbol Rate
(Msym/sec)
5.3605375.3605375.3605375.360537
Interleave DepthI=32
J=4
I=32
J=4
I=32
J=4
I=32
J=4
Power Level
(dBmV)
3.213.192.952.90
RxMER
(dB)
39.8539.8539.8539.85
Correctable
Codewords
17231017
Uncorrectable
Codewords
673611734645

 

Upstream

 US-1US-2US-3US-4
Channel Type2.02.01.02.0
Channel ID3412
Frequency
(Hz)
30600000370000001940000024200000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM16QAM16QAM64QAM
Symbol Rate
(KSym/sec)
5120256025605120
Mini-Slot Size2442
Power Level
(dBmV)
41.5041.5041.5041.50
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts1110
T4 Timeouts0000

 

 

 

 

Rookie

Re: TWC Maxx 300/20 Service is Crippled to 5-15 Mpbs at Night

First TimeLast TimePriorityDescription
Fri Jul 15 09:17:15 2016 Fri Jul 15 09:17:15 2016 Warning (5)B-INIT-RNG Failure - Retries exceeded
Fri Jul 15 09:17:43 2016 Fri Jul 15 09:20:51 2016 Critical (3)No Ranging Response received - T3 time-out
Fri Jul 15 09:21:26 2016 Fri Jul 15 09:21:26 2016 Warning (5)B-INIT-RNG Failure - Retries exceeded
Fri Jul 15 09:21:27 2016 Fri Jul 15 09:25:40 2016 Critical (3)No Ranging Response received - T3 time-out
Fri Jul 15 09:26:27 2016 Fri Jul 15 09:26:27 2016 Warning (5)B-INIT-RNG Failure - Retries exceeded
Fri Jul 15 09:26:28 2016 Fri Jul 15 09:30:56 2016 Critical (3)No Ranging Response received - T3 time-out
Fri Jul 15 09:31:35 2016 Fri Jul 15 09:31:35 2016 Warning (5)B-INIT-RNG Failure - Retries exceeded
Fri Jul 15 09:31:36 2016 Fri Jul 15 09:36:06 2016 Critical (3)No Ranging Response received - T3 time-out
Fri Jul 15 09:36:34 2016 Fri Jul 15 09:36:34 2016 Warning (5)B-INIT-RNG Failure - Retries exceeded
Fri Jul 15 09:36:36 2016 Fri Jul 15 09:41:45 2016 Critical (3)No Ranging Response received - T3 time-out
Fri Jul 15 09:42:07 2016 Fri Jul 15 09:42:07 2016 Warning (5)B-INIT-RNG Failure - Retries exceeded
Fri Jul 15 09:42:08 2016 Fri Jul 15 09:46:22 2016 Critical (3)No Ranging Response received - T3 time-out
Fri Jul 15 09:46:23 2016 Fri Jul 15 09:46:23 2016 Critical (3)Ranging Request Retries exhausted
Fri Jul 15 09:46:23 2016 Fri Jul 15 09:46:23 2016 Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted
Fri Jul 15 09:46:43 2016 Fri Jul 15 09:51:53 2016 Critical (3)No Ranging Response received - T3 time-out
Fri Jul 15 09:52:14 2016 Fri Jul 15 09:52:14 2016 Warning (5)B-INIT-RNG Failure - Retries exceeded
Fri Jul 15 09:52:16 2016 Fri Jul 15 09:56:59 2016 Critical (3)No Ranging Response received - T3 time-out
Fri Jul 15 09:57:03 2016 Fri Jul 15 09:57:03 2016 Warning (5)B-INIT-RNG Failure - Retries exceeded
Fri Jul 15 09:57:04 2016 Fri Jul 15 10:02:45 2016 Critical (3)No Ranging Response received - T3 time-out
Fri Jul 15 10:03:24 2016 Fri Jul 15 10:03:24 2016 Warning (5)B-INIT-RNG Failure - Retries exceeded
Fri Jul 15 10:03:25 2016 Fri Jul 15 10:07:25 2016 Critical (3)No Ranging Response received - T3 time-out
Fri Jul 15 10:08:31 2016 Fri Jul 15 10:08:31 2016 Warning (5)MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=54:35:30:f0:a4:6c;CMTS-MAC=00:17:10:87:ce:06;CM-QOS=1.1;CM-VER=3.0;
Fri Jul 15 10:08:31 2016 Fri Jul 15 10:08:31 2016 Notice (6)TLV-11 - unrecognized OID;CM-MAC=54:35:30:f0:a4:6c;CMTS-MAC=00:17:10:87:ce:06;CM-QOS=1.1;CM-VER=3.0;
Fri Jul 15 10:08:38 2016 Tue Jul 19 11:49:44 2016 Critical (3)No Ranging Response received - T3 time-out
Wed Jul 20 08:07:19 2016 Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=54:35:30:f0:a4:6c;CMTS-MAC=00:17:10:87:ce:06;CM-QOS=1.1;CM-VER=3.0;
Time Not EstablishedTime Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Time Not EstablishedTime Not EstablishedCritical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Time Not EstablishedTime Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Wed Jul 20 19:57:11 2016 Wed Jul 20 19:57:11 2016 Warning (5)MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=54:35:30:f0:a4:6c;CMTS-MAC=00:17:10:87:ce:06;CM-QOS=1.1;CM-VER=3.0;
Wed Jul 20 19:57:12 2016 Wed Jul 20 19:57:12 2016 Notice (6)TLV-11 - unrecognized OID;CM-MAC=54:35:30:f0:a4:6c;CMTS-MAC=00:17:10:87:ce:06;CM-QOS=1.1;CM-VER=3.0;
Fri Jul 22 12:38:23 2016 Fri Jul 22 12:38:23 2016 Critical (3)No Ranging Response received - T3 time-out
Sat Jul 23 19:47:31 2016 Sat Jul 23 19:47:31 2016 Warning (5)MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=54:35:30:f0:a4:6c;CMTS-MAC=00:17:10:87:ce:06;CM-QOS=1.1;CM-VER=3.0;
Sat Jul 23 19:47:32 2016 Sat Jul 23 19:47:32 2016 Notice (6)TLV-11 - unrecognized OID;CM-MAC=54:35:30:f0:a4:6c;CMTS-MAC=00:17:10:87:ce:06;CM-QOS=1.1;CM-VER=3.0;
Sat Jul 23 19:47:48 2016 Sat Jul 23 19:47:49 2016 Critical (3)No Ranging Response received - T3 time-out
Sat Jul 23 20:23:01 2016 Sat Jul 23 20:23:03 2016 Notice (6)Login Web GUI successful;CM-MAC=54:35:30:f0:a4:6c;CMTS-MAC=00:17:10:87:ce:06;CM-QOS=1.1;CM-VER=3.0;
Sat Jul 23 20:23:03 2016 Sat Jul 23 20:23:03 2016 Notice (6)Failed to login Web GUI;CM-MAC=54:35:30:f0:a4:6c;CMTS-MAC=00:17:10:87:ce:06;CM-QOS=1.1;CM-VER=3.0;
Sat Jul 23 20:23:07 2016 Sat Jul 23 20:44:34 2016 Notice (6)Login Web GUI successful;CM-MAC=54:35:30:f0:a4:6c;CMTS-MAC=00:17:10:87:ce:06;CM-QOS=1.1;CM-VER=3.0;
Sat Jul 23 20:44:34 2016 Sat Jul 23 20:44:34 2016 Notice (6)Failed to login Web GUI;CM-MAC=54:35:30:f0:a4:6c;CMTS-MAC=00:17:10:87:ce:06;CM-QOS=1.1;CM-VER=3.0;
Sat Jul 23 20:44:35 2016 Sat Jul 23 20:44:35 2016 Critical (3)No Ranging Response received - T3 time-out
Sat Jul 23 20:44:37 2016 Sat Jul 23 21:02:36 2016 Notice (6)Login Web GUI successful;CM-MAC=54:35:30:f0:a4:6c;CMTS-MAC=00:17:10:87:ce:06;CM-QOS=1.1;CM-VER=3.0;

 

Tracing route to www.google.com [172.217.3.4]
over a maximum of 30 hops:

  1     1 ms    <1 ms     1 ms  192.168.1.1
  2    23 ms    15 ms    15 ms  142.254.165.157
  3   234 ms   231 ms   248 ms  tge-0-10-0-19.wdsdny0202h.nyc.rr.com [68.173.192
.229]
  4   288 ms   270 ms   246 ms  agg108.nyquny9101r.nyc.rr.com [68.173.198.90]
  5   230 ms   250 ms   267 ms  66.109.3.218
  6   313 ms   305 ms   298 ms  205.197.232.13
  7   253 ms   251 ms   233 ms  207.88.14.150.ptr.us.xo.net [207.88.14.150]
  8   235 ms   277 ms   312 ms  216.156.16.133.ptr.us.xo.net [216.156.16.133]
  9   368 ms   346 ms   372 ms  205.197.230.38
 10   354 ms   341 ms   322 ms  209.85.255.68
 11   276 ms   282 ms   294 ms  209.85.245.177
 12   256 ms   270 ms   296 ms  lga15s42-in-f4.1e100.net [172.217.3.4]

Trace complete.

 

 

 

 

Expert

Re: TWC Maxx 300/20 Service is Crippled to 5-15 Mpbs at Night

there is a serious issue at either the CMTS on hop 2 or the server at hop 3.

You also have a minor upstream issue causing the T3's and that's psooibly related to the CMTS as well

 

This could be an overloaded server or issues on a different connected node that it's handling.

All you can do is complain to TWC about the slow speeds