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Intermittent Internet Connectivity Issues After 2 Tech Visits

Hbakhti1Hbakhti1 Posts: 5
in Connectivity Jul 20, 2020

I have been having issues with my internet being painfully slow and sometimes not working at all intermittently over the last 3 months or so. I initially had 200 Mbps download speeds but upgraded to 400 Mbps on Friday 7/17 to see if that would help at all (it didn't).
My first step back in April or early May was to call Spectrum who said the issue wasn't on their end and that something was wrong with my 1 year old modem, so I called Arris and they replaced it for me. That did not fix the problem and Spectrum has since acknowledged that there is something wrong on their end, but 2 techs have been unable to identify the problem. The first tech fixed a bent coax connector and installed something after the splitter to help the signal which did increase my speeds overall, but my internet will still randomly get super slow (I'm talking 0.89 Mbps down). The second tech did some testing but didn't find anything wrong and said he couldn't help since the problem wasn't actively occurring while he was here.

 

My modem is an Arris SBG7600AC2 with firmware version TS0901103AA45_050818_1692.GW

Below are my RF parameters, the recent event log, and a speed test I just did that had 2.7% packet loss.

 

 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 132861.00 MHz-2.30 dBmV36.61 dB256QAM4164915447320
Downstream 233675.00 MHz4.00 dBmV40.37 dB256QAM126354105460
Downstream 32681.00 MHz3.80 dBmV40.37 dB256QAM124033050890
Downstream 43687.00 MHz3.50 dBmV38.98 dB256QAM126048146100
Downstream 54693.00 MHz3.30 dBmV38.98 dB256QAM128668690800
Downstream 65699.00 MHz2.90 dBmV38.98 dB256QAM1282162287240
Downstream 76705.00 MHz2.60 dBmV38.61 dB256QAM1469773576493100
Downstream 87711.00 MHz2.10 dBmV38.61 dB256QAM13402847143442
Downstream 98717.00 MHz2.00 dBmV38.61 dB256QAM1582491044110
Downstream 109723.00 MHz2.10 dBmV38.98 dB256QAM130455106400
Downstream 1110729.00 MHz2.30 dBmV38.61 dB256QAM163742629300
Downstream 1211735.00 MHz2.30 dBmV38.98 dB256QAM167071715000
Downstream 1312741.00 MHz2.20 dBmV38.98 dB256QAM162200731700
Downstream 1413747.00 MHz1.90 dBmV38.61 dB256QAM154811888100
Downstream 1514753.00 MHz1.90 dBmV38.61 dB256QAM159039180400
Downstream 1615759.00 MHz1.90 dBmV38.98 dB256QAM154346370460
Downstream 1716765.00 MHz2.30 dBmV38.61 dB256QAM1412559619110
Downstream 1817771.00 MHz2.60 dBmV38.98 dB256QAM1442328890130
Downstream 1918777.00 MHz2.80 dBmV38.61 dB256QAM1416420127388868695746
Downstream 2019783.00 MHz2.60 dBmV38.61 dB256QAM135268384989115491
Downstream 2120789.00 MHz2.30 dBmV38.61 dB256QAM149020269814385522
Downstream 2221795.00 MHz2.00 dBmV38.98 dB256QAM147503781900
Downstream 2322801.00 MHz1.80 dBmV38.61 dB256QAM169963267400
Downstream 2423807.00 MHz1.80 dBmV38.61 dB256QAM217680338260
Downstream 2524813.00 MHz1.60 dBmV38.60 dB256QAM227963948840
Downstream 2625819.00 MHz0.90 dBmV38.20 dB256QAM260756614420
Downstream 2726825.00 MHz0.60 dBmV38.20 dB256QAM222651574600
Downstream 2827831.00 MHz0.00 dBmV38.20 dB256QAM240301609400
Downstream 2928837.00 MHz-0.30 dBmV38.20 dB256QAM17979442337372643
Downstream 3029843.00 MHz-0.80 dBmV37.90 dB256QAM162888253827733
Downstream 3130849.00 MHz-1.40 dBmV37.60 dB256QAM154009473350
Downstream 3231855.00 MHz-2.00 dBmV37.30 dB256QAM210892734630
Reset FEC Counters

Upstream

 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 12437.00 MHz49.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 22330.60 MHz49.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 32224.20 MHz49.25 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 42117.80 MHz49.25 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM

 

Date TimeEvent IDEvent LevelDescription
7/19/2020 12:07680106006DHCP Renew - lease parameters tftp [email protected] modified;CM-MAC=14:c0:3e:a9:88:e1;CMTS-MAC=00:01:5c:77:a6:54;CM-QOS=1.1;CM-VER=3.0;
7/19/2020 16:57820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:a9:88:e1;CMTS-MAC=00:01:5c:77:a6:54;CM-QOS=1.1;CM-VER=3.0;
7/19/2020 20:27680106006DHCP Renew - lease parameters tftp [email protected] modified;CM-MAC=14:c0:3e:a9:88:e1;CMTS-MAC=00:01:5c:77:a6:54;CM-QOS=1.1;CM-VER=3.0;
7/19/2020 20:53820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:a9:88:e1;CMTS-MAC=00:01:5c:77:a6:54;CM-QOS=1.1;CM-VER=3.0;
7/20/2020 0:30680106006DHCP Renew - lease parameters time server-72.183.82.140;tftp [email protected]+ modified;CM-MAC=14:c0:3e:a9:88:e1;CMTS-MAC=00:01:5c:77:a6:54;CM-QOS=1.1;CM-VER=3.0;
7/20/2020 9:47840007005RCS Partial Service;CM-MAC=14:c0:3e:a9:88:e1;CMTS-MAC=00:01:5c:77:a6:54;CM-QOS=1.1;CM-VER=3.0;
7/20/2020 9:48840202005Lost MDD Timeout;CM-MAC=14:c0:3e:a9:88:e1;CMTS-MAC=00:01:5c:77:a6:54;CM-QOS=1.1;CM-VER=3.0;
7/20/2020 9:48840007005RCS Partial Service;CM-MAC=14:c0:3e:a9:88:e1;CMTS-MAC=00:01:5c:77:a6:54;CM-QOS=1.1;CM-VER=3.0;
7/20/2020 9:49840202005Lost MDD Timeout;CM-MAC=14:c0:3e:a9:88:e1;CMTS-MAC=00:01:5c:77:a6:54;CM-QOS=1.1;CM-VER=3.0;
7/20/2020 9:49840007005RCS Partial Service;CM-MAC=14:c0:3e:a9:88:e1;CMTS-MAC=00:01:5c:77:a6:54;CM-QOS=1.1;CM-VER=3.0;
7/20/2020 10:03820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:a9:88:e1;CMTS-MAC=00:01:5c:77:a6:54;CM-QOS=1.1;CM-VER=3.0;
7/20/2020 12:42840007005RCS Partial Service;CM-MAC=14:c0:3e:a9:88:e1;CMTS-MAC=00:01:5c:77:a6:54;CM-QOS=1.1;CM-VER=3.0;
7/20/2020 12:44840202005Lost MDD Timeout;CM-MAC=14:c0:3e:a9:88:e1;CMTS-MAC=00:01:5c:77:a6:54;CM-QOS=1.1;CM-VER=3.0;
7/20/2020 12:44840007005RCS Partial Service;CM-MAC=14:c0:3e:a9:88:e1;CMTS-MAC=00:01:5c:77:a6:54;CM-QOS=1.1;CM-VER=3.0;
7/20/2020 12:44840202005Lost MDD Timeout;CM-MAC=14:c0:3e:a9:88:e1;CMTS-MAC=00:01:5c:77:a6:54;CM-QOS=1.1;CM-VER=3.0;
7/20/2020 12:44840007005RCS Partial Service;CM-MAC=14:c0:3e:a9:88:e1;CMTS-MAC=00:01:5c:77:a6:54;CM-QOS=1.1;CM-VER=3.0;
7/20/2020 12:46840202005Lost MDD Timeout;CM-MAC=14:c0:3e:a9:88:e1;CMTS-MAC=00:01:5c:77:a6:54;CM-QOS=1.1;CM-VER=3.0;
7/20/2020 12:46840007005RCS Partial Service;CM-MAC=14:c0:3e:a9:88:e1;CMTS-MAC=00:01:5c:77:a6:54;CM-QOS=1.1;CM-VER=3.0;
7/20/2020 13:39680106006DHCP Renew - lease parameters time server-72.183.77.80;tftp [email protected]+ modified;CM-MAC=14:c0:3e:a9:88:e1;CMTS-MAC=00:01:5c:77:a6:54;CM-QOS=1.1;CM-VER=3.0;
7/20/2020 17:15820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:a9:88:e1;CMTS-MAC=00:01:5c:77:a6:54;CM-QOS=1.1;CM-VER=3.0;

 

 

Speed test with 30 Mbps down, 12.3 Mbps up, and 2.7% packet loss.Speed test with 30 Mbps down, 12.3 Mbps up, and 2.7% packet loss.

Comments

  • reds91185reds91185 Posts: 2,452
    Jul 21, 2020

    My suggestion...use the free included Spectrum modem for now until your connection problems get sorted out. I understand the wants and needs to use your own modem but it also becomes the easy scapegoat.

     

    While the power levels are technically within spec they are definitely off. The downstream power level fluctuation shouldn't be a nearly 6 dBmV swing and the upstream power levels are borderline high. 

  • Julia_RJulia_R Posts: 4,189 Lead Mod
    Jul 21, 2020

    I am sorry to see this was not corrected on those visits. 

     

    I would like to have you contact our Social Media team for additional troubleshooting.

     

    They can be reached at:

    Twitter: @Ask_Spectrum

    or 

    Facebook: https://www.facebook.com/Spectrum

     

    If you will please provide them with the link here it would be great!

    Julia 

  • James_MJames_M Posts: 2,083 ADMIN
    Jul 21, 2020

    @Hbakhti1 , 

     

    Another thing to consider before contacting us,  are you connected directly to the modem or using wireless?  If on wireless, please connect directly to the modem using an Ethernet cable and bypassing any splitters.  Then repeat the speed test and let us know the results.  

     

    Thanks! 

  • reds91185reds91185 Posts: 2,452
    Jul 21, 2020

    Good point about wifi...it introduces a whole new set of variables to consider. 

  • Hbakhti1Hbakhti1 Posts: 5
    Jul 21, 2020

    @James_M  This speed test was on WiFi, but I've run speed tests while connected via ethernet and had the same issue. I haven't tried it without the splitter yet, but I cancelled my cable subscription on Friday so I guess I don't even need the splitter anymore!

    I'll give that a try here in a bit when I disconnect the cable box.

     

    Thanks for the idea!

  • reds91185reds91185 Posts: 2,452
    Jul 21, 2020

    Repost the signal levels when you remove the unneeded splitter. That alone should push the US power levels down and could make a big difference.

  • Hbakhti1Hbakhti1 Posts: 5
    Jul 21, 2020

    @reds91185 @James_M I removed the splitter and ran new speed tests over WiFi and over ethernet. The download speed was great over ethernet, but it still had 0.34% packet loss and the download speed over WiFi was okay but had 3.8% packet loss. I'm not sure what the acceptable range for packet loss is though.

     

    The new speed tests and parameters wih the splitter removed are below!

     

    Speed test over WiFiSpeed test over WiFiSpeed test over ethernetSpeed test over ethernet

     

     DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
    Downstream 132861.00 MHz-1.60 dBmV37.36 dB256QAM22750447000
    Downstream 233675.00 MHz4.00 dBmV38.98 dB256QAM14100105190
    Downstream 32681.00 MHz3.60 dBmV40.37 dB256QAM12765994700
    Downstream 43687.00 MHz3.40 dBmV38.98 dB256QAM14772705100
    Downstream 54693.00 MHz3.10 dBmV38.98 dB256QAM15318729800
    Downstream 65699.00 MHz2.70 dBmV38.98 dB256QAM15379587650
    Downstream 76705.00 MHz2.60 dBmV38.98 dB256QAM18125515570
    Downstream 87711.00 MHz2.10 dBmV38.61 dB256QAM17402382620
    Downstream 98717.00 MHz2.00 dBmV38.61 dB256QAM218981362110
    Downstream 109723.00 MHz2.20 dBmV38.98 dB256QAM19292781900
    Downstream 1110729.00 MHz2.10 dBmV38.98 dB256QAM25500198400
    Downstream 1211735.00 MHz2.30 dBmV38.98 dB256QAM27000773400
    Downstream 1312741.00 MHz2.30 dBmV38.98 dB256QAM26392711700
    Downstream 1413747.00 MHz2.10 dBmV38.98 dB256QAM29379846900
    Downstream 1514753.00 MHz2.40 dBmV38.98 dB256QAM29969491200
    Downstream 1615759.00 MHz2.30 dBmV38.61 dB256QAM32322684700
    Downstream 1716765.00 MHz2.70 dBmV38.61 dB256QAM32182029900
    Downstream 1817771.00 MHz3.10 dBmV38.61 dB256QAM31837595500
    Downstream 1918777.00 MHz3.10 dBmV38.98 dB256QAM34466323200
    Downstream 2019783.00 MHz2.90 dBmV38.61 dB256QAM32232099400
    Downstream 2120789.00 MHz2.70 dBmV38.98 dB256QAM32736524400
    Downstream 2221795.00 MHz2.20 dBmV38.98 dB256QAM31756105200
    Downstream 2322801.00 MHz2.30 dBmV38.61 dB256QAM29337904200
    Downstream 2423807.00 MHz2.20 dBmV38.98 dB256QAM32322049270
    Downstream 2524813.00 MHz2.10 dBmV38.60 dB256QAM29432539340
    Downstream 2625819.00 MHz1.60 dBmV38.60 dB256QAM31504425860
    Downstream 2726825.00 MHz1.30 dBmV38.20 dB256QAM28806682900
    Downstream 2827831.00 MHz0.70 dBmV38.20 dB256QAM27082048400
    Downstream 2928837.00 MHz0.60 dBmV38.60 dB256QAM212880569150
    Downstream 3029843.00 MHz-0.20 dBmV38.20 dB256QAM22390225800
    Downstream 3130849.00 MHz-0.10 dBmV38.20 dB256QAM20839204400
    Downstream 3231855.00 MHz-0.70 dBmV37.60 dB256QAM22613268700
    Reset FEC Counters

    Upstream

     UCIDFreqPowerChannel TypeSymbol RateModulation
    Upstream 12437.00 MHz47.50 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
    Upstream 22330.60 MHz46.50 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
    Upstream 32224.20 MHz45.50 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
    Upstream 42117.80 MHz44.50 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
  • James_MJames_M Posts: 2,083 ADMIN
    Jul 21, 2020

    Thanks.  Based on the first post, you are getting ingress on channel 19 - those are the uncorrected errors you are seeing.  Since your speeds are perfect on direct connect, then the issue is on your WiFi network.  Cordless phones, security cameras, and baby monitors operate on 2.4gHz and can cause interference.  As well, you may be getting interference from unused coaxial cable that acts like an antennae.  It may take a little investigating.  You can also try adjusting channels on wireless, or using 5ghz for devices.  When adjusting channels on 2.4gHz, stick to channels 1, 6 and 11.   

     

    As far as packet loss, anything above 5% can impact video streaming and results in jitter.  Anything below 1% is quite good.  For best results, you want to directly connect to the modem, otherwise there will always be some degradation over wireless.   

  • Hbakhti1Hbakhti1 Posts: 5
    Jul 21, 2020

    @James_MI do have Ring cameras that are on 2.4 gHz, but all of my devices like TV's, phones, and laptops on 5 gHz. I don't know how to adjust the channels, but I've ordered another new modem & router so I'll see if that helps at all.

  • reds91185reds91185 Posts: 2,452
    Jul 21, 2020

    @Hbakhti1 wrote:

    ...

    I don't know how to adjust the channels

    ...


    Page 35

    SBG7600AC2 User Manual 

  • Hbakhti1Hbakhti1 Posts: 5
    Jul 21, 2020

    @reds91185Thank you so much! My new modem and router will be arriving tomorrow or Thursday but if they have the same problem I'll return them and adjust the channels on my Arris one!

     

    Do you think a new modem and router will help at all? If it matters, the new modem is a Netgear Nighthawk CM1100 and the router is a Netgear Orbi AX6000.

  • reds91185reds91185 Posts: 2,452
    Jul 22, 2020

    Don't expect a new modem or router to suddenly mask a connection issue. The Arris you have already is able to lock onto 32 downstream channels so in that respect the Netgear modem likely won't make a difference and will still be blamed for your problems.  Changing the wifi settings will have no impact if the underlying connection is dropping. This is why all speedtests and diagnostics should be done while direct wired to the modem.

     

    Get the Spectrum modem included in your plan until they get the connection stabilized, then switch to your customer owned modem after that. 

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