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Yet another SB6141 related issue?

 Hello all,

 

Upgraded to 100/10 from 50/5 at the end of Oct, beginning of Nov 2015 and installed the SB6141 at that time.  Issue begain Dec 29, 2015 with partial connectivity.   At first a reboot of the modem (SB6141) would get me a couple of weeks of good connectivity.  Now sometimes only days before a modem reboot is necessary.  FWIW, I never have to reboot my router, just the cablemodem!

 

Two weeks ago after _almost_ complete, but not total loss of service I called TWC customer service on my cell phone.  BTW, I could still browse a little, could reach TWC's website, but could not do a successful login or do chat.  Anyway, I figured with the situation as it was it would be the time to talk with TWC so they could see my issue at it's worst.  Short story, the C/S guy tells me all is well from what he can see on his end.  Has me reboot my modem and of course then Internet connectivity was good again.  C/S guy blames the modem, suggests I should contact maufacturer for 'a firmware upgrade'.  Ok, now I knew I was wasting my time and thank him and hung up.  Last week there was a TWC guy with a bucket truck in the area.  I know this because he knocked on my door to get access to a pole on the back property line of my property (I have a locked gate to the backyard).  I'm not sure which neighbor or what service issue was involved since I was on my way out the door for an appointment?

 

Info:

-- Zip Code: 78681 | Single Family Residential
-- "Extreme Internet & Ultimate 100 Upgrade (no TV)
-- Surfboard SB4161 | Purchased 10/11/2015 (newegg.com) - Hardware Version: 7.0 - Firmware Name: SB_KOMODO-1.0.6.14-SCM01-NOSH
-- Asus RT-AC68U - asuswrt-Merlin 380.57_0 (latest as I type) Subnet: 172.x.y.0/24
-- Purchased Speeds: 100/10 | Typical(when working): 100+ / 10+
-- Modem's signal, downstream and upstream, and event log pages.
-- Pole (back yard) to house - ~90+ feet | House to wall port ~40 feet (Age: 10 years [I think?] | House RG6/U (Age: 10 years) | Run: Pole to house - grounded barrel block - grounded block to wall port (barrel connector on wall plate) | RG6/U patch cable to modem (6 ft or less).
-- Ethernet: modem to router -- Cat 5e
-- Recent changes/coincident changes/upgrades to my system? None
-- Run 'tcptraceroute', rr.com / google.com

 

⟫ tcptraceroute rr.com
Selected device br0, address 172.x.y.100, port 39742 for outgoing packets
Tracing the path to rr.com (71.74.180.193) on TCP port 80 (http), 30 hops max
1 172.x.y.1 0.261 ms 0.239 ms 0.270 ms
2 * * *
3 * * *
4 * * *
5 agg32.ausxtxir02r.texas.rr.com (24.175.43.239) 17.629 ms 10.717 ms 16.124 ms
6 agg22.hstqtxl301r.texas.rr.com (24.175.41.48) 22.365 ms 27.229 ms 24.430 ms
7 bu-ether16.hstqtx0209w-bcr00.tbone.rr.com (66.109.6.108) 23.532 ms 36.012 ms 30.252 ms
8 bu-ether12.atlngamq46w-bcr00.tbone.rr.com (66.109.6.37) 37.511 ms 44.453 ms 40.883 ms
9 bu-ether5.chrcnctr01w-bar01.tbone.rr.com (66.109.1.8) 39.399 ms 41.998 ms 37.299 ms
10 0.ae9.chrcnctr01w-sar00.tbone.rr.com (66.109.0.107) 40.494 ms 39.027 ms 35.806 ms

 

⟫ tcptraceroute google.com
Selected device br0, address 172.x.y.100, port 44229 for outgoing packets
Tracing the path to google.com (173.194.64.138) on TCP port 80 (http), 30 hops max
1 172.x.y.1 0.242 ms 0.260 ms 0.263 ms
2 * * *
3 * * *
4 agg32.ausutxla01r.texas.rr.com (24.175.43.235) 9.440 ms 11.944 ms 27.927 ms
5 agg39.dllatxl301r.texas.rr.com (24.175.41.50) 23.362 ms 24.881 ms 22.841 ms
6 bu-ether14.dllstx976iw-bcr00.tbone.rr.com (66.109.6.88) 31.878 ms 16.215 ms 20.655 ms
7 0.ae2.pr1.dfw10.tbone.rr.com (107.14.17.236) 18.501 ms 19.687 ms 29.200 ms
8 ix-23-0.tcore2.DT8-Dallas.as6453.net (66.110.57.97) 15.922 ms 14.785 ms 20.174 ms
9 74.125.50.212 18.618 ms 20.776 ms 18.713 ms
10 72.14.234.246 15.644 ms 27.326 ms 29.112 ms
11 66.249.95.198 29.657 ms 16.868 ms 18.090 ms
12 216.239.54.63 23.177 ms 23.985 ms 24.752 ms
13 216.239.62.13 25.472 ms 21.484 ms 24.426 ms
14 * * *
15 oa-in-f138.1e100.net (173.194.64.138) [open] 24.046 ms 19.959 ms 19.678 ms


-- When issue begins, affects all (VoIP(ViaTalk), browsing, etc.)
-- Background tasks running... No.

 

I have checked all connections that I have access too.  All connects are 'sparkling' and tight.

 

Present status as I type:  Connectivity good, Internet speeds are excellent.  Logged onto my TWC account, 'Manage and Troubleshoot Services | Equipment | MAC Address:3CDFA9xxxxxx | Not Connected (red dot)'.  LOL!

 

 Here's my current 'Signal' numbers at this time: 

DownstreamBonding Channel Value
Channel ID10 
Frequency501000000 Hz 519000000 Hz 531000000 Hz 537000000 Hz 555000000 Hz 
Signal to Noise Ratio38 dB 39 dB 39 dB 39 dB 37 dB 
Downstream ModulationQAM256 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
7 dBmV  7 dBmV  6 dBmV  6 dBmV  7 dBmV  

 

UpstreamBonding Channel Value
Channel ID
Frequency24200000 Hz 19400000 Hz 30600000 Hz 37000000 Hz 
Ranging Service ID1890 1890 1890 1890 
Symbol Rate5.120 Msym/sec 2.560 Msym/sec 5.120 Msym/sec 2.560 Msym/sec 
Power Level47 dBmV 47 dBmV 47 dBmV 46 dBmV 
Upstream Modulation[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[2] 16QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[3] 16QAM
 
Ranging StatusSuccess Success Success Success 

 

Signal Stats (Codewords)Bonding Channel Value
Channel ID10 
Total Unerrored Codewords19672987922 18480643757 18360987657 18120395328 18303093095 
Total Correctable Codewords159 177 194 533 
Total Uncorrectable Codewords551 5656 6384 8176 8849 

  

And most recent log:

 TimePriorityCodeMessage

Feb 16 2016 22:17:275-WarningT202.0Lost MDD Timeout;CM-MAC=3c:df:a9:43:ac:bf;CMTS-MAC=00:17:10:86:b3:11;CM-QOS=1.1;CM-VER=3.0;
Feb 16 2016 22:17:275-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=3c:df:a9:43:ac:bf;CMTS-MAC=00:17:10:86:b3:11;CM-QOS=1.1;CM-VER=3.0;
Feb 16 2016 22:17:275-WarningT202.0Lost MDD Timeout;CM-MAC=3c:df:a9:43:ac:bf;CMTS-MAC=00:17:10:86:b3:11;CM-QOS=1.1;CM-VER=3.0;
Feb 16 2016 22:17:275-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=3c:df:a9:43:ac:bf;CMTS-MAC=00:17:10:86:b3:11;CM-QOS=1.1;CM-VER=3.0;
Feb 16 2016 22:17:275-WarningT202.0Lost MDD Timeout;CM-MAC=3c:df:a9:43:ac:bf;CMTS-MAC=00:17:10:86:b3:11;CM-QOS=1.1;CM-VER=3.0;
Feb 16 2016 22:17:275-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=3c:df:a9:43:ac:bf;CMTS-MAC=00:17:10:86:b3:11;CM-QOS=1.1;CM-VER=3.0;
Feb 15 2016 15:12:065-WarningT202.0Lost MDD Timeout;CM-MAC=3c:df:a9:43:ac:bf;CMTS-MAC=00:17:10:86:b3:11;CM-QOS=1.1;CM-VER=3.0;
Feb 15 2016 15:12:065-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=3c:df:a9:43:ac:bf;CMTS-MAC=00:17:10:86:b3:11;CM-QOS=1.1;CM-VER=3.0;
Feb 15 2016 15:12:065-WarningT202.0Lost MDD Timeout;CM-MAC=3c:df:a9:43:ac:bf;CMTS-MAC=00:17:10:86:b3:11;CM-QOS=1.1;CM-VER=3.0;
Feb 15 2016 15:12:065-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=3c:df:a9:43:ac:bf;CMTS-MAC=00:17:10:86:b3:11;CM-QOS=1.1;CM-VER=3.0;
Feb 14 2016 21:44:245-WarningT202.0Lost MDD Timeout;CM-MAC=3c:df:a9:43:ac:bf;CMTS-MAC=00:17:10:86:b3:11;CM-QOS=1.1;CM-VER=3.0;
Feb 14 2016 21:44:245-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=3c:df:a9:43:ac:bf;CMTS-MAC=00:17:10:86:b3:11;CM-QOS=1.1;CM-VER=3.0;
Feb 14 2016 21:44:016-NoticeN/AMDD Recovery following MDD Loss;CM-MAC=3c:df:a9:43:ac:bf;CMTS-MAC=00:17:10:86:b3:11;CM-QOS=1.1;CM-VER=3.0;
Feb 14 2016 19:41:115-WarningT202.0Lost MDD Timeout;CM-MAC=3c:df:a9:43:ac:bf;CMTS-MAC=00:17:10:86:b3:11;CM-QOS=1.1;CM-VER=3.0;
Feb 14 2016 19:41:115-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=3c:df:a9:43:ac:bf;CMTS-MAC=00:17:10:86:b3:11;CM-QOS=1.1;CM-VER=3.0;
Feb 14 2016 19:40:466-NoticeN/AMDD Recovery following MDD Loss;CM-MAC=3c:df:a9:43:ac:bf;CMTS-MAC=00:17:10:86:b3:11;CM-QOS=1.1;CM-VER=3.0;
Feb 14 2016 16:25:355-WarningT202.0Lost MDD Timeout;CM-MAC=3c:df:a9:43:ac:bf;CMTS-MAC=00:17:10:86:b3:11;CM-QOS=1.1;CM-VER=3.0;
Feb 14 2016 16:25:355-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=3c:df:a9:43:ac:bf;CMTS-MAC=00:17:10:86:b3:11;CM-QOS=1.1;CM-VER=3.0;
Feb 12 2016 23:07:085-WarningT202.0Lost MDD Timeout;CM-MAC=3c:df:a9:43:ac:bf;CMTS-MAC=00:17:10:86:b3:11;CM-QOS=1.1;CM-VER=3.0;
Feb 12 2016 23:07:085-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=3c:df:a9:43:ac:bf;CMTS-MAC=00:17:10:86:b3:11;CM-QOS=1.1;CM-VER=3.0;

 

 

Some previous screenshots of 'Signal' and 'Log' from Feb 15 at the following link (Also a pic of the TWC connection points on the pole behind my house):

 

https://picasaweb.google.com/martywd/SurfboardSB6141?authuser=0&authkey=Gv1sRgCKzD_q_33cn3jwE&feat=d...

 

 Let me know what other info is needed?

 

Thanks.

 

.

Everyone's Tags (5)
74 REPLIES 74
Expert

Re: Yet another SB6141 related issue?

You have broadcast TV ingress from area TV channels. if you don't find anything loose, you need to call TWC

It cannot be fixed over the phone.

 

Twc needs to replace connectors, the grounding block and the internet only filter trap on the pole especially if anything looks corroded

Overhead line if run thru trees may be chewed up as well

 

 Call this in as "Intermittent partial service errors due to broadcast TV signal ingress and slow speeds" dead giveaway is the recurrent

 

 DS Partial Service Fallback: 

 

and the skipped over channels in the signal page.

 

if you unplug or reset the modem, you'll get different channels but chances are one or more will be on the tv channels that are intermittently getting in.

 

Also post the signal levels again, hopefully the modem hasn't reset and cleared out the correcteds...

 

Everyone's Tags (2)
Valued Participant

Re: Yet another SB6141 related issue?

@MsRaye  writes:  Also post the signal levels again, hopefully the modem hasn't reset and cleared out the correcteds...

 

Ok, no modem resets yet.  Here's the latest 'Signal' info.  Oh, and thanks to you for the other info as well...

 

DownstreamBonding Channel Value
Channel ID10 
Frequency501000000 Hz 519000000 Hz 531000000 Hz 537000000 Hz 555000000 Hz 
Signal to Noise Ratio38 dB 39 dB 39 dB 39 dB 37 dB 
Downstream ModulationQAM256 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
7 dBmV  7 dBmV  6 dBmV  6 dBmV  7 dBmV  

 

UpstreamBonding Channel Value
Channel ID
Frequency24200000 Hz 19400000 Hz 30600000 Hz 37000000 Hz 
Ranging Service ID1890 1890 1890 1890 
Symbol Rate5.120 Msym/sec 2.560 Msym/sec 5.120 Msym/sec 2.560 Msym/sec 
Power Level47 dBmV 47 dBmV 47 dBmV 46 dBmV 
Upstream Modulation[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[2] 16QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[3] 16QAM
 
Ranging StatusSuccess Success Success Success 

 

Signal Stats (Codewords)Bonding Channel Value
Channel ID10 
Total Unerrored Codewords19907545443 18715201292 18595545192 18354952863 18537650636 
Total Correctable Codewords20 159 177 194 533 
Total Uncorrectable Codewords551 5656 6384 8176 8849 

 

.

 

Expert

Re: Yet another SB6141 related issue?

The line crew does horrible work... this amp/tap is not strain reliefed to the hardline properly and I'll bet the aluminum outer shroud is broken. the messenger clamp onto the hardline 6" to the right of the tap off is bad engineerring practice, can you do a slightly wider shot showing a little more of the hardline on the left of the amp?

Also, i see bare aluminum hardline...yuck, it only has a 20 year lifespan

liuckily it's dry there and they don't use road salt

 

 Are you internet only? I don't see a trap/filter on your drop if it's the red arrowed one.

Expert

Re: Yet another SB6141 related issue?

Channel ID10 
Total Unerrored Codewords19672987922 18480643757 18360987657 18120395328 18303093095 
Total Correctable Codewords159 177 194 533 
Total Uncorrectable Codewords551 5656 6384 8176 8849 

 

Signal Stats (Codewords)Bonding Channel Value

Channel ID10 
Total Unerrored Codewords19907545443 18715201292 18595545192 18354952863 18537650636 
Total Correctable Codewords20 159 177 194 533 
Total Uncorrectable Codewords551 5656 6384 8176 8849 

comparason smells of the broken shield on the hardline or the drop i mentioned. It is probably on the feed to the left of the amp which is being intermittently overloaded by ingress on 519/525 and 585 mHz.   It coul;d also be on the right or anywhere else between your modem and the head end

It looks like the connector on the tapoff is old. TWC needs to replace it, period...

 

Expert

Re: Yet another SB6141 related issue?

aren't you in a maxx area tht got the free speed upgrade last year? if so, your upgraded speed should be free.

 

am I openning yet another can of worms?

 It's not related to twc's reluctance to send a tech.

 

 

Valued Participant

Re: Yet another SB6141 related issue?

@MsRaye ...

 

Ok, I added another pic to that link in original message.  The sun is high in the sky now so not so good for doing pics of the rat's nest. Here's the link again:

 

https://picasaweb.google.com/martywd/SurfboardSB6141?authuser=0&authkey=Gv1sRgCKzD_q_33cn3jwE&feat=d...

 

The arrow(s) are indeed the drop that goes to my house.

 

Thanks for all the info!

 

Edit to add for redundancy:  Yes.  Internet only!  No TV.

.

 

 

Valued Participant

Re: Yet another SB6141 related issue?

@MsRaye writes:  aren't you in a maxx area tht got the free speed upgrade last year? if so, your upgraded speed should be free.

 

Yeah, that happen some time ago.  At the time I was 15/.5 (I think?) and they up'd me to 50/1 (or something like that) for free (for a year).  But that went away quite a while ago and I am paying 'regular' price now.

 

Edit to add:  Yes!  Internet only.

.

Expert

Re: Yet another SB6141 related issue?

Horrible....  input on the amp is probably broken, maybe the hardline on the right of the tapoof block as well. there should be an expansion loop left of the amp  like the right side of the pole, I'll bet that's where the amp was supposed to be installed....

 here's what needs to be done since the messenger doesn't run straight and takes a bend

:

remove amp housing,

replace left hardline connector

create expansion bend and remount amp a foot to the left of where it is now.

 next, use a  couple feet of hardline to create an expansion loop on the right side of the amp and get to the right side of the pole. It needs to go halfway into the existing expansion loop and install a new directional tap there.

This can't be fixed with no slack in the hardline.  and no flex allowance from the offset messenger

 

Bad outside plant installation.period.

 

 you need a tech out to replace your drop connector up there and notify the bucket truck guys to repair this improperly installed amp

 They can 't simply patch this up with duct tape and zip ties...

 

 

 

 

Expert

Re: Yet another SB6141 related issue?

The othjer issue is that the messenger to the right has a deadeye thru the pole and the amps side has a normal straight clamp.  It may be slipping as it's not designed for the end of a lines tension.

 ALSO, there is NO grounding jumper between the 2 spans..

They need to saddle clamp a jumper between the 2 spans

It's a lighning hazzard and also another source for electrical and RF noise ingress

 

What a mess... Robot Sad