Observer

Terrible Internet Connection

I have been a TWC customer for MANY, MANY years.  After having many TV interruptions, I switched to DirecTV and have been EXTREMELY happy (>20 year).  Unfortunately, I need decent bandwidth for internet access and have been stuck with TWC.  If I could get FIOS in my area, I would switch.

 

Over the past many years, TWC has been to my house to replace the cable modem several times (I finally bought my own which is on TWC approved list).  TWC has also been out to run new cable, three times.  They even rebuilt the box at the street when they discovered the trunk connection had been damaged perhaps by a car causing the shield to break. 

 

I have recently started collecting statistics running a script every minute to test my connection to a server in NYC, 24/7.  I have discovered that my connection is lost more than 50% of the time around noontime.  There are other failures throughout the day too.  I ONLY had 78 failures in January.  But come February, I have had 304 failures and we are only on the 11th day of the month.  I can confirm I could not get out on the internet during these times (at least when I was on the computer).   Statistically speaking, I have roughly 7.6 failures per day.

 

I am sure TWC will question whether the server was up.  They will likely also dismiss my findings in other ways.  These failures cannot be random occurances.  Perhaps there are bandwidth limitations in my area.  Perhaps TWC servers are being upgraded.  Whatever the cause, it can not be my signal quality.  Yet this is their first line of defense when you call their hotline. 

 

Don't know if TWC really cares and if they will take an interest in this matter.  But I have data and am happy to share with the Quality Engineering Team to explore this issue ... if they care.

 

George

 

12 REPLIES 12
Proven Sharer

Re: Terrible Internet Connection


@ghadgis wrote:

...

I have recently started collecting statistics running a script every minute to test my connection to a server in NYC, 24/7.  I have discovered that my connection is lost more than 50% of the time around noontime.  There are other failures throughout the day too.  I ONLY had 78 failures in January.  But come February, I have had 304 failures and we are only on the 11th day of the month.  I can confirm I could not get out on the internet during these times (at least when I was on the computer).   Statistically speaking, I have roughly 7.6 failures per day.

 

I am sure TWC will question whether the server was up.  They will likely also dismiss my findings in other ways.  These failures cannot be random occurances.  Perhaps there are bandwidth limitations in my area.  Perhaps TWC servers are being upgraded.  Whatever the cause, it can not be my signal quality.  Yet this is their first line of defense when you call their hotline. 

 

Don't know if TWC really cares and if they will take an interest in this matter.  But I have data and am happy to share with the Quality Engineering Team to explore this issue ... if they care.

 

George


I hope you have been running all those once a minute path checks using tracert so you (and TWC) can see where the delays or outages are occuring.  TWC is only responsible for packet transport to their contracted IXPs.  From there to your target server in NYC your data packets move at the whims of the high volume internet carriers like XO Comm, Level3, AT&T, and others. 

One other thing I would suggest is that you contact customer service directly at TWC_ForumsHelp for assistance., rather than here in the peer-to-peer support group for internet connectivity which is staffed by customer volunteers, not TWC employees.  Be sure to include your location - a ZIP Code is good enough to start.  We'll help you identify and possibly fix issues at your residence, and even point fingers at likely failure points in the TWC network, but we aren't the TWC quality team.

Spectrum Employee

Re: Terrible Internet Connection

A great place to start would be posting your signal level page from your modem and also a tracert to that server in NYC.


I am a Spectrum employee but my posts are my own thoughts and opinions
Expert

Re: Terrible Internet Connection

copy and paste the modems signal level and error log pages. Need real data, don't reset the modem.

 Wat model is it?

 What's your zip code?

 is this a wireless computer you'r having issues with?

 Single family house?

 Neighbors having issues?

 

Observer

Re: Terrible Internet Connection

Thanks, MsRaye.  Responses below followed by requested pages.

Model Name: SB6141
Vendor Name: Motorola

Zip code: 14559

Wired and wireless devices - They call lose connection simultaneously

Single family home

Don't know about neighbors

 

Downstream Bonding Channel Value

Channel ID10 11 14 15 
Frequency561000000 Hz 567000000 Hz 573000000 Hz 579000000 Hz 585000000 Hz 591000000 Hz 609000000 Hz 615000000 Hz 
Signal to Noise Ratio38 dB 38 dB 38 dB 38 dB 39 dB 38 dB 38 dB 38 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
0 dBmV  0 dBmV  0 dBmV  0 dBmV  0 dBmV  0 dBmV  0 dBmV  0 dBmV  

 

Upstream Bonding Channel Value
Channel ID34 33 35 36 
Frequency24200000 Hz 19400000 Hz 30600000 Hz 37000000 Hz 
Ranging Service ID14248 14248 14248 14248 
Symbol Rate5.120 Msym/sec 2.560 Msym/sec 5.120 Msym/sec 5.120 Msym/sec 
Power Level43 dBmV 43 dBmV 44 dBmV 44 dBmV 
Upstream Modulation[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[2] 16QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
Ranging StatusSuccess Success Success 

Success 

 

 

TimePriorityCodeMessage

Feb 12 2017 03:15:163-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=90:3e:ab:65:95:6e;CMTS-MAC=00:01:5c:6b:d6:56;CM-QOS=1.1;CM-VER=3.0;
Feb 12 2017 03:15:156-NoticeI401.0TLV-11 - unrecognized OID;CM-MAC=90:3e:ab:65:95:6e;CMTS-MAC=00:01:5c:6b:d6:56;CM-QOS=1.1;CM-VER=3.0;
Feb 12 2017 03:15:155-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=90:3e:ab:65:95:6e;CMTS-MAC=00:01:5c:6b:d6:56;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:223-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=90:3e:ab:65:95:6e;CMTS-MAC=00:01:5c:6b:d6:56;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:156-NoticeN/ACable Modem Reboot due to T4 timeout ;CM-MAC=90:3e:ab:65:95:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Feb 12 2017 03:14:233-CriticalR04.0Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=90:3e:ab:65:95:6e;CMTS-MAC=00:01:5c:6b:d6:56;CM-QOS=1.1;CM-VER=3.0;
Feb 12 2017 03:13:533-CriticalR06.0Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=90:3e:ab:65:95:6e;CMTS-MAC=00:01:5c:6b:d6:56;CM-QOS=1.1;CM-VER=3.0;
Feb 12 2017 03:13:533-CriticalR03.0Ranging Request Retries exhausted;CM-MAC=90:3e:ab:65:95:6e;CMTS-MAC=00:01:5c:6b:d6:56;CM-QOS=1.1;CM-VER=3.0;
Feb 12 2017 03:13:523-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=90:3e:ab:65:95:6e;CMTS-MAC=00:01:5c:6b:d6:56;CM-QOS=1.1;CM-VER=3.0;
Feb 11 2017 23:51:376-NoticeI401.0TLV-11 - unrecognized OID;CM-MAC=90:3e:ab:65:95:6e;CMTS-MAC=00:01:5c:6b:d6:56;CM-QOS=1.1;CM-VER=3.0;
Feb 11 2017 23:51:375-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=90:3e:ab:65:95:6e;CMTS-MAC=00:01:5c:6b:d6:56;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:253-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=90:3e:ab:65:95:6e;CMTS-MAC=00:01:5c:6b:d6:56;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:156-NoticeN/ACable Modem Reboot due to T4 timeout ;CM-MAC=90:3e:ab:65:95:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Feb 11 2017 23:50:433-CriticalR04.0Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=90:3e:ab:65:95:6e;CMTS-MAC=00:01:5c:6b:d6:56;CM-QOS=1.1;CM-VER=3.0;
Feb 11 2017 22:47:353-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=90:3e:ab:65:95:6e;CMTS-MAC=00:01:5c:6b:d6:56;CM-QOS=1.1;CM-VER=3.0;
Feb 11 2017 22:47:356-NoticeI401.0TLV-11 - unrecognized OID;CM-MAC=90:3e:ab:65:95:6e;CMTS-MAC=00:01:5c:6b:d6:56;CM-QOS=1.1;CM-VER=3.0;
Feb 11 2017 22:47:355-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=90:3e:ab:65:95:6e;CMTS-MAC=00:01:5c:6b:d6:56;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:213-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=90:3e:ab:65:95:6e;CMTS-MAC=00:01:5c:6b:d6:56;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:156-NoticeN/ACable Modem Reboot due to T4 timeout ;CM-MAC=90:3e:ab:65:95:6e;CMTS-MAC=00:01:5c:6b:d6:56;CM-QOS=1.1;CM-VER=3.0;
Feb 11 2017 22:46:473-CriticalR04.0Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=90:3e:ab:65:95:6e;CMTS-MAC=00:01:5c:6b:d6:56;CM-QOS=1.1;CM-VER=3.0;
Observer

Re: Terrible Internet Connection

Thanks DSchroeder.  See reply to MsRaye for signal levels.  I'll have to look into tracert.

 

Observer

Re: Terrible Internet Connection

Thanks karlbeckman, for pointing me to the correct forum.  Will do.

Expert

Re: Terrible Internet Connection

you missed the most important part, the corrected/uncorrecteds on the sig page.

 

The T3 and T4 errors indicate total cable loss. And If those are the errors all the time when it drops, something has an intermittent break or there's severe ingress on your node which is within a mile or two of your house and either side of it.

TWC needs to replace all the connectors between the pole and your modem if corroded

, grounding block and any outside splitters.

 

Observer

Re: Terrible Internet Connection

Thanks for your quick response.  Here's the rest.  As I indicated in my original post, they ran new cables, connectors, and grounding blocks three times.   There are no splitters at all.  And only one grounding block that they moved indoors close to the breaker panel.  Half a dozen new cable modems.  Even the box out at the street has been reworked as the main line that comes into the box from below grade had been bent (the shield around the main cable was broken).  Nothing seems to have helped.  I am not sure what you mean by "severe ingress" in this context.  You're also suggesting that maybe there is a problem between my house and node implying perhaps my neighbors have similar problems.

 

Signal Stats (Codewords)Bonding Channel Value

Channel ID10 11 12 13 14 15 
Total Unerrored Codewords283399278 282442246 282450432 282462488 282438120 282440604 282441853 282462054 
Total Correctable Codewords15 15 19 31 92 
Total Uncorrectable Codewords607 548 542 538 626 649 700 639 

 

 

Expert

Re: Terrible Internet Connection

There might be a tiny bit of ingress from local TV ch 38.

What are you using for a router?

 Does it have the time server on and set to the proper time zone?

 Are any devices running Cloud, sync, onedrive or IPv6?