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Internet connection frequently drops

nmcmahan52nmcmahan52 Posts: 3 ✭✭
in Connectivity Aug 31, 2020

Usually we get a lot of drops around the same time during the day, mainly in the afternoon a couple times, then later at night a couple times, but today it happened maybe 30 times today so I figured enough is enough and i'd post my logs to see if anyone has any answers or suggestions

this is the modem log as much as it will let me copy, it is a lot of T3 and T4 timeouts,

Time

Priority

Code

Message

Aug 30 2020 17:54:15

6-Notice

I401.0

TLV-11 - unrecognized OID;CM-MAC=7c:bf:b1:62:5e:5d;CMTS-MAC=00:01:5c:92:cc:56;CM-QOS=1.1;CM-VER=3.0;

Aug 30 2020 17:54:14

5-Warning

Z00.0

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=7c:bf:b1:62:5e:5d;CMTS-MAC=00:01:5c:92:cc:56;CM-QOS=1.1;CM-VER=3.0;

Jan 01 1970 00:00:25

3-Critical

R02.0

No Ranging Response received - T3 time-out;CM-MAC=7c:bf:b1:62:5e:5d;CMTS-MAC=00:01:5c:92:cc:56;CM-QOS=1.1;CM-VER=3.0;

Jan 01 1970 00:00:15

6-Notice

N/A

Cable Modem Reboot due to T4 timeout ;CM-MAC=7c:bf:b1:62:5e:5d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;

Aug 30 2020 17:53:19

3-Critical

R04.0

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=7c:bf:b1:62:5e:5d;CMTS-MAC=00:01:5c:92:cc:56;CM-QOS=1.1;CM-VER=3.0;

Aug 30 2020 17:52:49

3-Critical

R02.0

No Ranging Response received - T3 time-out;CM-MAC=7c:bf:b1:62:5e:5d;CMTS-MAC=00:01:5c:92:cc:56;CM-QOS=1.1;CM-VER=3.0;

Aug 30 2020 17:51:40

6-Notice

I401.0

TLV-11 - unrecognized OID;CM-MAC=7c:bf:b1:62:5e:5d;CMTS-MAC=00:01:5c:92:cc:56;CM-QOS=1.1;CM-VER=3.0;

Aug 30 2020 17:51:40

5-Warning

Z00.0

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=7c:bf:b1:62:5e:5d;CMTS-MAC=00:01:5c:92:cc:56;CM-QOS=1.1;CM-VER=3.0;

Jan 01 1970 00:00:15

6-Notice

N/A

Cable Modem Reboot due to T4 timeout ;CM-MAC=7c:bf:b1:62:5e:5d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;

Aug 30 2020 17:50:49

3-Critical

R04.0

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=7c:bf:b1:62:5e:5d;CMTS-MAC=00:01:5c:92:cc:56;CM-QOS=1.1;CM-VER=3.0;

Aug 30 2020 17:50:19

3-Critical

R02.0

No Ranging Response received - T3 time-out;CM-MAC=7c:bf:b1:62:5e:5d;CMTS-MAC=00:01:5c:92:cc:56;CM-QOS=1.1;CM-VER=3.0;

Aug 30 2020 17:50:16

3-Critical

R06.0

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=7c:bf:b1:62:5e:5d;CMTS-MAC=00:01:5c:92:cc:56;CM-QOS=1.1;CM-VER=3.0;

Aug 30 2020 17:50:16

3-Critical

R03.0

Ranging Request Retries exhausted;CM-MAC=7c:bf:b1:62:5e:5d;CMTS-MAC=00:01:5c:92:cc:56;CM-QOS=1.1;CM-VER=3.0;

Aug 30 2020 17:50:16

3-Critical

R02.0

No Ranging Response received - T3 time-out;CM-MAC=7c:bf:b1:62:5e:5d;CMTS-MAC=00:01:5c:92:cc:56;CM-QOS=1.1;CM-VER=3.0;

Aug 30 2020 17:50:09

3-Critical

R06.0

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=7c:bf:b1:62:5e:5d;CMTS-MAC=00:01:5c:92:cc:56;CM-QOS=1.1;CM-VER=3.0;

Aug 30 2020 17:50:09

3-Critical

R03.0

Ranging Request Retries exhausted;CM-MAC=7c:bf:b1:62:5e:5d;CMTS-MAC=00:01:5c:92:cc:56;CM-QOS=1.1;CM-VER=3.0;

Aug 30 2020 17:50:09

3-Critical

R02.0

No Ranging Response received - T3 time-out;CM-MAC=7c:bf:b1:62:5e:5d;CMTS-MAC=00:01:5c:92:cc:56;CM-QOS=1.1;CM-VER=3.0;

Aug 30 2020 17:45:53

6-Notice

I401.0

TLV-11 - unrecognized OID;CM-MAC=7c:bf:b1:62:5e:5d;CMTS-MAC=00:01:5c:92:cc:56;CM-QOS=1.1;CM-VER=3.0;

Aug 30 2020 17:45:53

5-Warning

Z00.0

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=7c:bf:b1:62:5e:5d;CMTS-MAC=00:01:5c:92:cc:56;CM-QOS=1.1;CM-VER=3.0;

Jan 01 1970 00:00:21

3-Critical

R02.0

No Ranging Response received - T3 time-out;CM-MAC=7c:bf:b1:62:5e:5d;CMTS-MAC=00:01:5c:92:cc:56;CM-QOS=1.1;CM-VER=3.0;

Signal information looks like this

Downstream

Bonding Channel Value

Channel ID

26 

29 

30 

31 

Frequency

729000000 Hz 

747000000 Hz 

753000000 Hz 

759000000 Hz 

Signal to Noise Ratio

37 dB 

36 dB 

37 dB 

37 dB 

Downstream Modulation

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

1 dBmV 

0 dBmV 

1 dBmV 

1 dBmV 


Upstream

Bonding Channel Value

Channel ID

34 

35 

33 

36 

Frequency

24200000 Hz 

30600000 Hz 

19400000 Hz 

37000000 Hz 

Ranging Service ID

12706 

12706 

12706 

12706 

Symbol Rate

5.120 Msym/sec 

5.120 Msym/sec 

2.560 Msym/sec 

5.120 Msym/sec 

Power Level

44 dBmV 

45 dBmV 

44 dBmV 

46 dBmV 

Upstream Modulation

[3] QPSK

[1] 16QAM

[2] 64QAM

 

[3] QPSK

[1] 16QAM

[2] 64QAM

 

[3] QPSK

[2] 16QAM

 

[3] QPSK

[1] 16QAM

[2] 64QAM

 

Ranging Status

Success 

Success 

Success 

Success 


Signal Stats (Codewords)

Bonding Channel Value

Channel ID

26 

29 

30 

31 

Total Unerrored Codewords

25404078 

24343618 

24343699 

24343601 

Total Correctable Codewords

74 

14 

11 

10 

Total Uncorrectable Codewords

1881 

529 

559 

596 



Tagged:

Replies

  • RAIST5150RAIST5150 Posts: 794 ✭✭✭✭
    edited August 31 Aug 31, 2020

    T4 timeoutes.... lost communication for more than 3 seconds.

    Likely a line condition that needs investigation. Seeing that your downstream SNR's are drifting into 36 territory in that snapshot, the noise floor may be floating a bit too close periodically (the lower the value, the greater the risk for corrupting data).

    As a side note... only 4 downstream channels? And they are all bonding frequencies right in the LTE space too...

    Unless this is something like a legacy plan with 60mbps or lower downstream bandwidth, may be time for an upgrade. As the basic tier is building more and more towards 200mbps, 16 Channels and up is becoming the norm on the Spectrum plans now (8 can "work" for 200, but may slow down during peak traffic times, so really only good up to 100mbps).

    https://www.spectrum.net/support/internet/compliant-modems-charter-network/

    They don't charge for using their modems (just for managing wifi on their routers), so can give that a shot if you aren't keen on buying a new one right now--but that only applies if you are on a Spectrum plan and not a grandfathered plan from before the merger.

  • nmcmahan52nmcmahan52 Posts: 3 ✭✭
    Aug 31, 2020

    We were thinking of getting the new modem and see if that fixes anything, we’ve had the random drops throughout having the service for ~9.5 years but never like it was today


    as far as our plan goes I’m pretty sure we’re on the 100mbps plus plans now so nothing grandfathered in

  • RAIST5150RAIST5150 Posts: 794 ✭✭✭✭
    edited August 31 Aug 31, 2020

    @nmcmahan52

    If you will be buying your own modem, a few things to be mindful of:

    8 channel models may be going pretty cheap and may be tempting... but might want to go a little extra for the 16 channel models... more headroom for when a channel or two goes AWOL..

    I've gotten good service out of my Netgear cm500-100nas (16x4)... it is in the 400mbps list. Can often find them on the shelf at places like Best Buy and Staples for around $70-80, less on sale or online. The CM600 (24 x8) often sells for about the same or a bit less on sales, and is good too (have used them both)... but they don't have some troubleshooting features built into the firmware, and their power supplies tend to flake out a good bit.

    Of course, the Arris/Motorola lines are always good bets as well.

    Most importantly though, may want to watch out for models with the Puma6 chipsets in them, just in case they haven't worked out all the issues with them:

    https://www.approvedmodems.com/do-not-buy-list.html

  • nmcmahan52nmcmahan52 Posts: 3 ✭✭
    Aug 31, 2020

    what modem do they generally provide for free through spectrum these days? currently we have an old motorola surfboard so i'm sure anything newer would serve us better

  • RAIST5150RAIST5150 Posts: 794 ✭✭✭✭
    edited August 31 Aug 31, 2020

    They have a list at the site:

    https://www.spectrum.net/support/internet/modems-routers-wireless-adapters/


    But it can vary by market because of older stock that is still viable and in circulation. See a lot of posts about Ubee and Hitron/Technicolor. Who knows... some may even get lucky and find good Arris/Motorola designs in circulation.

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