Newcomer

Thousands of uncorrectables, daily disconnects

Howdy.  
What was a perceived network slowdown has now become more than a nuisance, it seems the modem resets every few hours and I can only thing the high number of uncorrectables causes it.  Over the past month, the count will creep up over the course of several hours, well into 40k+ and then crap out entirely, causing a reset/loss of connection and then the FEC counters are back at zero.    Rinse/repeat.  I've called a number of times, first time they sent a tech out that just ran a new drop and put a newer amp on the TV side of things.  Second time I couldn't convince them that the uncorrectables has anything to do with my issues.  Help please!
 
Frisco, TX, 75034, SFR.  Street to house is a new drop (within the month) as they were attempting to fix issues.  Two way split outside, one directly to modem (with a filter) and the other to a home-run for the tv's.  Even my TV has glitches and most of my recently DVR'd programs are almost unwatchable due to picture distortion and terrible audio interrupts and synch challenges.

 

It didn't like my HTML cut/paste, so if you need IMGUR, let me know. 


Signals:

RF Parameters
Downstream

DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 9 723.00 MHz -1.60 dBmV 40.37 dB 256QAM 338270640 1806 12402
Downstream 2 10 729.00 MHz -1.30 dBmV 40.37 dB 256QAM 183548011 1901 14016
Downstream 3 11 735.00 MHz -0.30 dBmV 40.37 dB 256QAM 182082203 2263 17887
Downstream 4 13 747.00 MHz -1.30 dBmV 40.37 dB 256QAM 195992377 2126 16427
Downstream 5 19 783.00 MHz -2.10 dBmV 38.98 dB 256QAM 196765736 1501 12242
Downstream 6 21 795.00 MHz -0.40 dBmV 40.95 dB 256QAM 234627141 2339 17362
Downstream 7 23 807.00 MHz -1.20 dBmV 40.37 dB 256QAM 209534979 2864 15028
Downstream 8 24 813.00 MHz -0.50 dBmV 40.95 dB 256QAM 241565247 1918 18471
Downstream 9 25 819.00 MHz -0.70 dBmV 40.37 dB 256QAM 286106934 2331 13091
Downstream 10 26 825.00 MHz -1.20 dBmV 40.37 dB 256QAM 361352790 2712 16191
Downstream 11 27 831.00 MHz -1.00 dBmV 40.37 dB 256QAM 342264065 2303 15175
Downstream 12 28 837.00 MHz -1.10 dBmV 38.98 dB 256QAM 374497703 1731 12334
Downstream 13 29 843.00 MHz -2.60 dBmV 38.98 dB 256QAM 438927206 2281 17333
Downstream 14 30 849.00 MHz -2.60 dBmV 38.98 dB 256QAM 333468270 1990 18777
Downstream 15 31 855.00 MHz -2.60 dBmV 40.37 dB 256QAM 304373577 1905 12815
Downstream 16 32 861.00 MHz -3.40 dBmV 38.98 dB 256QAM 314853968 2060 12878
Reset FEC Counters
Upstream

UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 12 37.00 MHz 38.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 11 30.60 MHz 39.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 10 24.20 MHz 39.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 9 19.40 MHz 38.75 dBmV DOCSIS1.x (TDMA) 2560 kSym/s 16QAM
Status
System Uptime: 1 d: 3 h: 59 m
Computers Detected: staticCPE(2), dynamicCPE(0)
CM Status: Telephony-Reg Complete
Time and Date: Tue 2017-10-17 14:02:27

 

Logs:


DOCSIS(CM) Events

Date Time Event ID Event Level Description
10/16/2017 15:52 82000300 3 Ranging Request Retries exhausted;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;
10/16/2017 15:52 82000600 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;
10/16/2017 15:52 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;
10/16/2017 15:59 82000300 3 Ranging Request Retries exhausted;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;
10/16/2017 15:59 82000600 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;
10/16/2017 15:59 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;
10/16/2017 18:00 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;
10/16/2017 12:03 82000500 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;
10/16/2017 18:07 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;
10/16/2017 21:14 84000700 5 RCS Partial Service;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;
10/16/2017 21:14 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;
10/16/2017 21:14 84000700 5 RCS Partial Service;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;
10/16/2017 21:14 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;
10/16/2017 22:54 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;
10/17/2017 0:11 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;
10/16/2017 18:13 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;
10/16/2017 18:15 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;
10/16/2017 18:16 82000300 3 Ranging Request Retries exhausted;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;
10/16/2017 18:16 82000600 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;
10/16/2017 18:16 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;

7 REPLIES
Newcomer

Re: Thousands of uncorrectables, daily disconnects

It just reset itself moments ago and already have uncorrectables within seconds:

 

RF Parameters

Downstream

 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 19723.00 MHz-2.20 dBmV38.98 dB256QAM15677501211061
Downstream 210729.00 MHz-1.90 dBmV38.98 dB256QAM628306426644
Downstream 311735.00 MHz-0.90 dBmV40.37 dB256QAM7094811831019
Downstream 412741.00 MHz-2.10 dBmV38.98 dB256QAM699293430647
Downstream 513747.00 MHz-1.90 dBmV38.98 dB256QAM6756082281967
Downstream 614753.00 MHz-1.60 dBmV40.37 dB256QAM7628442381044
Downstream 715759.00 MHz-2.70 dBmV38.98 dB256QAM7139141211150
Downstream 816765.00 MHz-2.90 dBmV38.98 dB256QAM6153661451037
Downstream 917771.00 MHz-2.20 dBmV38.98 dB256QAM741407801073
Downstream 1018777.00 MHz-1.90 dBmV38.98 dB256QAM952262969
Downstream 1119783.00 MHz-2.70 dBmV38.61 dB256QAM67410683949
Downstream 1220789.00 MHz-2.00 dBmV38.98 dB256QAM8476971311709
Downstream 1321795.00 MHz-1.10 dBmV40.37 dB256QAM11315417481415
Downstream 1422801.00 MHz-2.00 dBmV38.98 dB256QAM5695011402108
Downstream 1523807.00 MHz-1.90 dBmV38.98 dB256QAM499184881169
Downstream 1624813.00 MHz-1.20 dBmV40.37 dB256QAM465930302732
Reset FEC Counters

Upstream

 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 11237.00 MHz39.50 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 21130.60 MHz39.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 31024.20 MHz38.25 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 4919.40 MHz38.00 dBmVDOCSIS1.x (TDMA)2560 kSym/s16QAM

 

 Status
System Uptime:1 d: 5 h: 14 m
Computers Detected:staticCPE(2), dynamicCPE(0)
CM Status:Telephony-Reg Complete
Time and Date:Tue 2017-10-17 15:17:29

 

 

Logs:

 

10/17/2017 14:26820003003Ranging Request Retries exhausted;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;
10/17/2017 14:26820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;
10/17/2017 14:26820002003No Ranging Response received - T3 time-out;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;
10/17/2017 15:11820004003Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d4:05:98:d6:02:e2;CMTS-MAC=00:01:5c:78:48:47;CM-QOS=1.1;CM-VER=3.0;
Expert

Re: Thousands of uncorrectables, daily disconnects

AMP?  need it's model # and

describe where it is connected and how the modem is connected to it.

 

Newcomer

Re: Thousands of uncorrectables, daily disconnects

The wiring goes:

 

Street --> filter --> 2 two way split (antronix cmc2002h-a/ 2 -3.5dB out) 

https://imgur.com/a/ekkh9

https://imgur.com/a/Mcqon

       

One output of splitter --> another filter --> modem

Other output of splitter -->  antronix VRA900B --> 4 TV's.  It looks like the other outputs have some sort of cap on them, I can't get them off by unscrewing.

https://imgur.com/a/gpRSN

 

 

 

Proven Sharer

Re: Thousands of uncorrectables, daily disconnects

Your photos aren't a wide enough view to totally identify where each cable goes [and most of them are black] but your narrative helps a lot.  The modem is correctly connected to the first splitter coming from the pole drop.  I can still see a few install flaws though: 

First thing is that the green ground wire is supposed to connect between the [round head] grounding screw on the outdoor splitter in your first photo and the power company's ground rod no more than 20 feet away.  Water pipe ground is not allowed. 

Next, if you subscribe to both Cable TV and internet you should not need a blocking filter, and especially not two of them cascaded, although I only see one in the pictures.  It's possible that one or both are actually attenuator "pads," which  can quickly  determined from the labeling printed on them. 

Third, adding an 8-port amplifier on the 4 TV side (which was not needed before) would not change anything on your modem to improve internet service.   It would only change levels for signals into your four TV boxes. 

Fourth, the remaining four 'connectors' on ports 5 thru 8 of the amplifier that you can't unthread and remove should be 75 ohm terminators which   They belong there and may have been tightened down pretty hard by the installer. 

Last, any cable leaving the new amplifier that does NOT connect to a viewing device in another room should be completely disconnected from the amp and 75 ohn terminations put on every open amplifier port.   Open-ended cables act as long antennas that pick up noise and interference. 

Newcomer

Re: Thousands of uncorrectables, daily disconnects

Tech just left.  When outside, he noticed severe ingress coming from the house.  First hooked into the split for the modem and line was clean.  Then we moved to the home run where the 8 port amp was.  Strangely the line was clean there too.  Tech seems to think perhaps jiggling the connections made it go away.  He loosened and retightened all of them and we monitored.  Him checking ingress on his meter, me watching the modem.   Previously I had taken a wrench to the connections outside...not sure why I didn't inside.

 

So for, zero correctables and uncorrectables on the modem and we watched both tuners on the DVR's for a bit and none there too.

 

Fingers crossed that I'm good for now.  He did mention the tap at the street was a little low (-8dB) and he'd have liked to see 10.  Called someone to look at a plan and apparently that was by design and he didn't think he'd have much luck getting someone out to do anything about it.

Expert

Re: Thousands of uncorrectables, daily disconnects

Karl, ground wire is on the grounding block which has the orange underground incoming cable on it. Filters might be < 1gHz pass for WHDVR setup. As for terminators on the amp, those are security ones that require a jam pin forced down to allow rotation on/off prevent them from free spinning. Amp is unity gain in to each of 8 ports and it's  VOIP port is at -4 as it's an internal 2 way splitter at the input. . Actual amp module is 14 dB of gain, - 14 dB for the 2 way and 8 ways...

Problem with ingress would be between the amps input connector and the street tap off block. or the line to the modem....

Levels are good both up and downstream for a 2 way splitter.  Shouldn't need any tap off work.

At least you got a tech who knew what ingress is... Many don't...

same one that leave ports uncapped(not terminated)

 

Expert

Re: Thousands of uncorrectables, daily disconnects

Street directional coupler at -8 is not a problem, that doesn't mean the level there is -8, it means the ports are 8 dB below the trunk line.. If they put a 10 dB tapoff instead, your DS level will drop by 2 dB making all your connections 2 dB more sensitive to any ingress which is bad. May be trying to raise  the required US level.... which i see no need to do. 

 The -8 coupler seems to indicate that you are near the end of an amplified trunk and the next pole or todown will either end that line with a -5 tapoff or an amplifier to serve more poles DS. There's usually a -18 to -20 tapoff right after an amp and values decrease at subsequent poles, then they add an amp to get the levels back up, etc.