Welcome to the Spectrum Community

Get answers, share solutions, help your community.

Start here

Motorola SURFboard SB5101U - Disconnecting/Reconnecting

Cody1Cody1 Posts: 4
edited August 21 in Internet 2018 Archive Mar 07, 2018

Hello,

Let me start by saying, I'm a TWC "light internet" customer, I just check email and occasionally play on a tablet. So I never upgraded to the latest&greatest docsis 3 modem... because I thought that was 'overkill' for my needs.

I have a Motorola SURFboard SB5101U which is Disconnecting/Reconnecting
I understand this is an old modem, if my problem is evidence that I should replace my modem... just let me know! But I was hoping it would be something obvious for someone techie like "dude, someone is trying to hack you" or "that DHCP error, you just need to ipconfig /release /renew"


Another forum recommended checking the modem logs here http://192.168.100.1 so I checked that.
The log page seems to be displaying the same five errors over and over again.

 

1970-01-01 00:00:08

6-Notice

M571.1

Ethernet link up - ready to pass packets

2018-03-07 08:30:52

6-Notice

M573.0

Modem Is Shutting Down and Rebooting...

2018-03-07 08:30:52

3-Critical

R004.0

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o

2018-03-07 08:30:19

3-Critical

R005.0

Started Unicast Maintenance Ranging - No Response received - T3 time-out

1970-01-01 00:00:14

5-Warning

D003.0

DHCP WARNING - Non-critical field invalid in response ;CM-MAC=redactedMacAddress;

 

 Any ideas what would fix this?

Accepted Answers

  • James_MJames_M Posts: 2,243 ADMIN
    Mar 07, 2018 Accepted Answer

    @Cody1

     

    Welcome to the Forums and I apologize for any service issues.  I was able to locate your account based on your registration information.  While I am not seeing any evidence of you being hacked, I am seeing T3 and T4 errors, as well as signal issues that need attention from a service call.    We can set up a service call for you if you contact us at this private message link.   

     

    If you prefer, you can also contact us directly.   Please contact us at: 

     

     
    Spectrum-Social Media Customer Care

     

     

  • Cody1Cody1 Posts: 4
    Mar 21, 2018 Accepted Answer

    Just wanted to close the loop on this.

     

    I bought a new Motorola SB6141 modem, but was still having a significant amount of disconnects. So I placed a service call, the tech seemed very knowledgeable.

    The signal was low even at the pole, because "I'm at the end of a run" but he didn't seem concerned by that, in my house - he replaced the coaxial cable and the splitter with one which will work in a lower range and in 24 hours, I haven't had a single disconnect!

Replies

  • Cody1Cody1 Posts: 4
    Mar 07, 2018

    just to be clear, it's an actual mac address, the same one every time, I just wrote 'redactedMacAddress' because I'm paranoid... yes, paranoid about hackers
    Robot surprised

  • reds91185reds91185 Posts: 2,452 ✭✭✭✭
    Mar 07, 2018

    Please post your signal levels page as well.

  • MsRayeMsRaye Posts: 25,606
    Mar 07, 2018

    get a new modem from spectrum, that ones a single ch obsolete one.. I'll bet you also have a coaxial problem due to bad connections and too many splitters... A new modem will work worst as it needs cleaner signal

    It's going to take a service call.

    Post the level page, need to see how bad it is...

     

     

  • Cody1Cody1 Posts: 4
    Mar 08, 2018

    Is this the right page?
    It says: 

    The Signal Page provides information about the connection between the Cable Modem and the cable company

     

    DownstreamValue
    Frequency633000000 Hz
    Signal To Noise Ratio33.7 dB
    Power Level-2.8 dBmV
    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

     

    UpstreamValue
    Channel ID20
    Frequency37000000 Hz
    Power28.7 dBmV
  • MsRayeMsRaye Posts: 25,606
    Mar 08, 2018

    Get a new modem from them, that's an obsolete docsis 2 one and is stuck on a single channel  which can be easily interfered with.. Those are going for a couple dollars on ebay, lol, hope you're not paying $5 a month rental.

    It could be a bad modem, the s/n looks low, that might be okay since docsis 1-2 works at a 30 dB s/n whereas docsis 3-3.1 needs 34 dB s/n to be somewhat reliable.

    Repost the new sig pages with the new modem

     

  • Julia_RJulia_R Posts: 4,284 Lead Mod
    Mar 21, 2018

    Good morning!

     

    Glad to hear this appears to be resolved. I have marked this as the solution. If you find that this is not the case please let us know so that we can remove the flag.

     

    Have a great day!

    Regards,
    Julia R.
    Spectrum-Social Media Customer Care
    Lead Moderator-Community Forums

This discussion has been closed.