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Nearly Constant Connectivity Issues

tjohnson91tjohnson91 Posts: 7
in Connectivity Jul 22, 2020

Hello all,

 

Hoping that someone can point me in the right direction in what I need to do or say to get this issue fixed, as it is very frustrating. So here is the rundown on things:

 

I have the 1 Gig service. Current modem is a Netgear CM1200 (firmware V1.02.01) with a TP-Link Archer AC5400X router. As far as other equipment related to the internet that I'm aware of, I know that there's a Antronix VoIP Residential Amplifer and a 2 way splitter in the room with the modem to connect with a cable box.

 

One of the reasons why I upgraded to my own modem was because I was seeing random internet issues, and the Spectrum provided modem does not allow web page access, so I could not see signal levels, logs, etc. As someone who is in IT and has a background in Networking, I like to have at least some kind of visibility into logs, etc so that I can hopefully find and report problems before they get as bad as things are now.

 

Now that I can see these details, I was able to see that my signal levels were solid and well within range. Downstream levels were between mid 3's and mid 5's dbmv, and upstream was in the high 40's. As of Monday though, everything started getting even worse. I cannot go more than 5-10 minutes without the modem losing connection. I see constant T3 errors in the modem logs as well.

 

So I call Spectrum support and get a tech visit scheduled for today. Tech comes out, notices it's a customer modem, and immediately brings it up. I mention to him the reason for it, and he proceeds to check the signal levels. Everything looks good, as I mentioned to him as well. We do a factory reset of the modem (which I did previously during my testing, made him aware.), boot it back up, and still see T3 errors. I agree with him that we can reactivate the Spectrum provided modem to see if issues continue.

 

While he is on the phone with support, support notices that there's a customer owned flag missing or something along those lines. They believe that may be why I was experiencing issues, so they fix that, hook everything back up, and basically say monitor it for issues and if we see anything, try reactivating the Spectrum modem and see if issues continue. Not even 10 minutes after he leaves, issues I see the connection drop.

 

To test things a little further, I removed the splitter (connected back) being used for the modem and cable box, and although things seemed to be good for a bit, T3 errors were still being shown, then started seeing the connection drop a few hours later. Now, I am going to be calling into do the swap just for testing, but of course, I still will have no insight into logs on the modem side, so I am stuck with constantly watching my router or devices to see the connections drop. As I do not expect this to help any, I would like to see if anyone else had any ideas or things that I can inform Spectrum support to look at.

 

Not sure if this is part of the problem or just a symptom of it, but running a MTR to google.com, I see significant packet loss on multiple hops:

 

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.0.1 - 0 | 103 | 103 | 2 | 5 | 25 | 5 |
| cpe-68-206-160-1.stx.res.rr.com - 18 | 64 | 53 | 10 | 50 | 297 | 111 |
| 24.28.133.137 - 14 | 69 | 60 | 25 | 98 | 534 | 109 |
| agg36.snaptxwm01r.texas.rr.com - 30 | 48 | 34 | 11 | 50 | 297 | 78 |
| agg23.snavtxuu02r.texas.rr.com - 30 | 48 | 34 | 8 | 50 | 298 | 78 |
| agg23.hstqtxl301r.texas.rr.com - 27 | 52 | 38 | 20 | 63 | 316 | 72 |
| 66.109.9.88 - 30 | 48 | 34 | 23 | 65 | 312 | 89 |
| ge-3-1-0.cr1.sea20.tbone.rr.com - 35 | 44 | 29 | 22 | 58 | 306 | 89 |
| 72.14.220.180 - 19 | 60 | 49 | 18 | 55 | 308 | 89 |
| 209.85.246.186 - 32 | 47 | 32 | 20 | 61 | 305 | 62 |
| 72.14.238.215 - 25 | 52 | 39 | 18 | 55 | 292 | 88 |
| dfw25s27-in-f14.1e100.net - 25 | 52 | 39 | 22 | 73 | 369 | 73 |
|________________________________________________|______|______|______|______|______|______

 

Posting signal levels and logs on next response.

Comments

  • tjohnson91tjohnson91 Posts: 7
    Jul 22, 2020

    Signal levels

     

    Startup Procedure
    ProcedureStatusComment
    Acquire Downstream Channel465000000 HzLocked
    Connectivity StateOKOperational
    Boot StateOKOperational
    SecurityEnabledBPI+
    IP Provisioning ModeHonor MDDhonorMdd(4)
     
    Downstream Bonded Channels
    ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
    1LockedQAM2561261000000 Hz4.1 dBmV44.8 dB00
    2LockedQAM2562267000000 Hz4.1 dBmV44.8 dB00
    3LockedQAM2563273000000 Hz4 dBmV44.8 dB00
    4LockedQAM2564279000000 Hz3.8 dBmV44.6 dB00
    5LockedQAM2565285000000 Hz3.7 dBmV44.5 dB00
    6LockedQAM2566291000000 Hz3.9 dBmV44.6 dB00
    7LockedQAM2567297000000 Hz3.9 dBmV44.5 dB00
    8LockedQAM2568303000000 Hz3.9 dBmV44.5 dB00
    9LockedQAM2569309000000 Hz3.8 dBmV44.3 dB00
    10LockedQAM25610315000000 Hz4.2 dBmV44.6 dB00
    11LockedQAM25611321000000 Hz4.2 dBmV44.5 dB00
    12LockedQAM25612327000000 Hz4.4 dBmV44.6 dB00
    13LockedQAM25613333000000 Hz4.4 dBmV44.4 dB00
    14LockedQAM25614339000000 Hz4.5 dBmV43.9 dB00
    15LockedQAM25615345000000 Hz4.5 dBmV44.6 dB00
    16LockedQAM25616351000000 Hz4.5 dBmV44.5 dB00
    17LockedQAM25617357000000 Hz4.5 dBmV44.4 dB00
    18LockedQAM25618363000000 Hz4.6 dBmV44.5 dB00
    19LockedQAM25619369000000 Hz4.7 dBmV44.5 dB00
    20LockedQAM25620375000000 Hz4.7 dBmV44.4 dB00
    21LockedQAM25621381000000 Hz5 dBmV44.4 dB00
    22LockedQAM25622387000000 Hz5 dBmV44.4 dB00
    23LockedQAM25623393000000 Hz5.4 dBmV44.6 dB00
    24LockedQAM25624399000000 Hz5.4 dBmV44.6 dB00
    25LockedQAM25625405000000 Hz5.3 dBmV44.5 dB00
    26LockedQAM25626411000000 Hz5.4 dBmV44.5 dB00
    27LockedQAM25627417000000 Hz5.3 dBmV44.4 dB00
    28LockedQAM25628423000000 Hz5.4 dBmV44.5 dB00
    29LockedQAM25629429000000 Hz5.5 dBmV44.4 dB00
    30LockedQAM25630435000000 Hz5.7 dBmV44.5 dB00
    31LockedQAM25631447000000 Hz5.7 dBmV44.5 dB00
    32Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
     
    Upstream Bonded Channels
    ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
    1LockedATDMA15120 Ksym/sec17800000 Hz47.8 dBmV
    2LockedATDMA25120 Ksym/sec24200000 Hz49.5 dBmV
    3LockedATDMA35120 Ksym/sec30600000 Hz49.5 dBmV
    4LockedATDMA45120 Ksym/sec37000000 Hz49.5 dBmV
    5Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
    6Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
    7Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
    8Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
     
    Downstream OFDM Channels
    ChannelLock
    Status
    Modulation /
    Profile ID
    Channel
    ID
    FrequencyPowerSNR /
    MER
    Active Subcarrier
    Number Range
    Unerrored
    Codewords
    Correctable
    Codewords
    Uncorrectable
    Codewords
    1Locked0 ,1 ,233465000000 Hz6.0 dBmV44.4 dB628 ~ 34674817839972399370
    2Not Locked000 Hz0 dBmV0.0 dB0 ~ 4095000
     
    Upstream OFDMA Channels
    ChannelLock StatusModulation / Profile IDChannel IDFrequencyPower
    1Not Locked000 Hz0 dBmV
    2Not Locked000 Hz0 dBmV
  • tjohnson91tjohnson91 Posts: 7
    Jul 22, 2020

    Logs

     

    TimePriorityDescription
    Wed Jul 22 15:41:58 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 15:09:36 2020Notice (6)DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2.;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 15:09:31 2020Notice (6)TLV-11 - unrecognized OID;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 15:09:31 2020Error (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 15:09:31 2020Error (4)Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 15:09:31 2020Warning (5)DHCP WARNING - Non-critical field invalid in response ;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv4
    Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 14:28:43 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 14:27:16 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 14:24:44 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 14:08:01 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 14:06:30 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 14:06:13 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 14:05:23 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 14:04:34 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 14:04:15 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 14:02:04 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 13:58:27 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 13:58:06 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 13:57:51 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 13:51:47 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 13:11:07 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 11:56:47 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 11:56:25 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 11:56:05 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 11:56:04 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 11:35:53 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 11:34:14 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 10:38:45 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 10:37:59 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 09:49:48 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 09:33:29 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 09:32:59 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 09:30:13 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;
    Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Wed Jul 22 09:07:26 2020Critical (3)Resetting the cable modem due to docsDevResetNow
    Wed Jul 22 09:07:23 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3e:37:b8;CMTS-MAC=00:17:10:8d:d2:1c;CM-QOS=1.1;CM-VER=3.1;

     

  • tjohnson91tjohnson91 Posts: 7
    Jul 22, 2020

    Modem has now been swapped back over to the Spectrum provided modem. Will monitor the performance.

     

    Now, I know that the CM1200 could very well be the source of the problems. It is on the approved modem list, but being in the network field myself, I do know that although something may be approved for use with some things, there may be other things within the network that isn't compatible with it.

     

    So I guess my question is.. Is it possible that the CM1200 may not be good for the Spectrum service in my area? I try not to put too much attention into certain things, but seeing all of the rr.com DNS names in that MTR makes me think that there may be some legacy equipment being used in my area. (But at the same time, I cannot be the only person in my area/region using this modem...)

  • reds91185reds91185 Posts: 2,452
    Jul 23, 2020

    You were having the same issue with the Spectrum modem so I would say that the modem is not the problem. 

     

    When you bypassed the splitter did you also bypass the amp? With those signal levels I'm not really sure why it's needed. If fact, I think it's pushing the upstream level too high right up to the edge of usable and if there's any noise it will amplify that as well. 

  • d3fctd3fct Posts: 1
    Jul 29, 2020

    I believe it's on their end, I have had constant connection issues since march. Constant disconnects and tons of packet loss, via mtr and ping plotter. All they do is ignore me (have to leave like 3 messages before I get a call back, direct line to supervisor) and any time a tech visits they tell me there's nothing wrong and they don't know what to do...


    I hope you can find your issue, I'm at my wits end with my issue.


    Good luck with your venture, I feel your pain brother!

  • RAIST5150RAIST5150 Posts: 646 ✭✭✭✭
    Jul 29, 2020

    Upstream power levels are not good... should be settling in a couple points lower. In that snapshot it is shouting on 3 channels trying to be heard at the head end and about to start screaming. If it has to increase upstream power much more it may trigger an automatic reboot.


    @reds91185 is on to something about the amp... concerned as well it may be amplifying or otherwise injecting noise on the line and causing issues. May be worth trying to bypass it.


    Running as much of a direct feed as you can to your modem is always something worth trying, as it gives you a chance to see the unfettered quality of signaling before any other devices come into play. Then you can start bringing the splitters and such back in one by one to see how each device is impacting things.

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