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Spectrum TV App continually buffering- modem log

RaeVRaeV Posts: 2 ✭✭
edited October 1 in Spectrum TV for Roku Devices Oct 01, 2020

I, too, am having problems with my Spectrum app. I need to

reboot it several times per week, it quits working in the middle

of watching tv, and constantly buffers.

I saw posts where it was suggested to post modem logs to look

for connectivity issues.

I'm posting them, but have no idea what they mean. :o)

Status

 RF Parameters

Downstream 

DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectablesDownstream 130459.00 MHz11.60 dBmV40.95 dB256QAM7902005294737852878Downstream 22267.00 MHz7.10 dBmV40.37 dB256QAM1827920877431620761Downstream 33273.00 MHz7.00 dBmV40.95 dB256QAM1915916183424521113Downstream 44279.00 MHz7.10 dBmV40.37 dB256QAM1950873542350621246Downstream 55291.00 MHz7.40 dBmV40.37 dB256QAM219905723216167912Downstream 69315.00 MHz8.50 dBmV40.95 dB256QAM210643089916727889Downstream 710321.00 MHz8.60 dBmV40.95 dB256QAM212527992616028150Downstream 811327.00 MHz9.00 dBmV40.95 dB256QAM191095814112078370Downstream 912333.00 MHz9.20 dBmV40.95 dB256QAM216950134215438142Downstream 1013339.00 MHz9.80 dBmV40.37 dB256QAM211468458510418843Downstream 1114345.00 MHz10.00 dBmV40.37 dB256QAM177459727512268460Downstream 1215351.00 MHz10.30 dBmV40.37 dB256QAM197771204011678578Downstream 1316357.00 MHz10.40 dBmV40.95 dB256QAM243590406517357811Downstream 1417363.00 MHz10.70 dBmV40.95 dB256QAM195173053813667955Downstream 1518369.00 MHz10.70 dBmV40.95 dB256QAM159236867318447362Downstream 1619375.00 MHz11.10 dBmV40.95 dB256QAM183575501912378258Downstream 1720381.00 MHz10.90 dBmV40.95 dB256QAM175510282911728139Downstream 1821387.00 MHz11.20 dBmV40.95 dB256QAM168559080822717139Downstream 1922393.00 MHz11.00 dBmV40.37 dB256QAM181865421912398078Downstream 2023399.00 MHz10.90 dBmV40.95 dB256QAM175898583822457100Downstream 2124405.00 MHz10.70 dBmV40.95 dB256QAM168249979810388226Downstream 2225411.00 MHz10.70 dBmV40.37 dB256QAM183163927512897963Downstream 2326417.00 MHz10.50 dBmV40.95 dB256QAM182251249413537773Downstream 2427423.00 MHz10.90 dBmV40.95 dB256QAM186737346315258050Reset FEC Counters

Upstream 

UCIDFreqPowerChannel TypeSymbol RateModulationUpstream 1836.80 MHz40.50 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAMUpstream 2730.40 MHz41.50 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAMUpstream 3624.00 MHz40.50 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAMUpstream 4517.60 MHz40.25 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM

 StatusSystem Uptime: 1 d: 17 h: 01 mComputers Detected:staticCPE(1), dynamicCPE(1)CM Status:Telephony-Reg CompleteTime and Date:Thu 2020-10-01 11:33:20

 Interface Parameters Interface NameProvisionedStateSpeed (Mbps)MAC addressLANEnabledUp1000(Full)04:4E:5A:65:EA:ECCABLEEnabledUp-----04:4E:5A:65:EA:EDMTAPassUp-----04:4E:5A:65:EA:EE

© ARRIS Enterprises, Inc. 2018 All rights reserved.



Event Log

 DOCSIS(CM) Events 

Date TimeEvent IDEvent LevelDescription9/26/2020 14:17820002003No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:65:ea:ed;CMTS-MAC=00:01:5c:8b:2c:53;CM-QOS=1.1;CM-VER=3.0;9/27/2020 10:41680106006DHCP Renew - lease parameters time server-65.24.21.120;tftp [email protected]_t2 modified;CM-MAC=04:4e:5a:65:ea:ed;CMTS-MAC=00:01:5c:8b:2c:53;CM-QOS=1.1;CM-VER=3.0;9/27/2020 12:36840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=04:4e:5a:65:ea:ed;CMTS-MAC=00:01:5c:8b:2c:53;CM-QOS=1.1;CM-VER=3.0;9/27/2020 12:36840007005RCS Partial Service;CM-MAC=04:4e:5a:65:ea:ed;CMTS-MAC=00:01:5c:8b:2c:53;CM-QOS=1.1;CM-VER=3.0;9/28/2020 2:00820002003No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:65:ea:ed;CMTS-MAC=00:01:5c:8b:2c:53;CM-QOS=1.1;CM-VER=3.0;9/29/2020 12:58840007005RCS Partial Service;CM-MAC=04:4e:5a:65:ea:ed;CMTS-MAC=00:01:5c:8b:2c:53;CM-QOS=1.1;CM-VER=3.0;9/29/2020 17:36820002003No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:65:ea:ed;CMTS-MAC=00:01:5c:8b:2c:53;CM-QOS=1.1;CM-VER=3.0;9/29/2020 18:00840007005RCS Partial Service;CM-MAC=04:4e:5a:65:ea:ed;CMTS-MAC=00:01:5c:8b:2c:53;CM-QOS=1.1;CM-VER=3.0;9/29/2020 18:00840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=04:4e:5a:65:ea:ed;CMTS-MAC=00:01:5c:8b:2c:53;CM-QOS=1.1;CM-VER=3.0;9/29/2020 18:00840007005RCS Partial Service;CM-MAC=04:4e:5a:65:ea:ed;CMTS-MAC=00:01:5c:8b:2c:53;CM-QOS=1.1;CM-VER=3.0;9/29/2020 18:00840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=04:4e:5a:65:ea:ed;CMTS-MAC=00:01:5c:8b:2c:53;CM-QOS=1.1;CM-VER=3.0;9/29/2020 18:00840007005RCS Partial Service;CM-MAC=04:4e:5a:65:ea:ed;CMTS-MAC=00:01:5c:8b:2c:53;CM-QOS=1.1;CM-VER=3.0;9/29/2020 18:00840202005Lost MDD Timeout;CM-MAC=04:4e:5a:65:ea:ed;CMTS-MAC=00:01:5c:8b:2c:53;CM-QOS=1.1;CM-VER=3.0;9/29/2020 18:00820004003Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=04:4e:5a:65:ea:ed;CMTS-MAC=00:01:5c:8b:2c:53;CM-QOS=1.1;CM-VER=3.0;9/29/2020 18:33730402003TLV-11 - Illegal Set operation failed;CM-MAC=04:4e:5a:65:ea:ed;CMTS-MAC=00:01:5c:8b:2c:53;CM-QOS=1.1;CM-VER=3.0;9/29/2020 20:04820002003No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:65:ea:ed;CMTS-MAC=00:01:5c:8b:2c:53;CM-QOS=1.1;CM-VER=3.0;9/30/2020 14:02840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=04:4e:5a:65:ea:ed;CMTS-MAC=00:01:5c:8b:2c:53;CM-QOS=1.1;CM-VER=3.0;9/30/2020 14:02840007005RCS Partial Service;CM-MAC=04:4e:5a:65:ea:ed;CMTS-MAC=00:01:5c:8b:2c:53;CM-QOS=1.1;CM-VER=3.0;9/30/2020 21:44840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=04:4e:5a:65:ea:ed;CMTS-MAC=00:01:5c:8b:2c:53;CM-QOS=1.1;CM-VER=3.0;10/1/2020 1:55820002003No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:65:ea:ed;CMTS-MAC=00:01:5c:8b:2c:53;CM-QOS=1.1;CM-VER=3.0;

 PacketCable(MTA) Events 

Date TimeEvent IDDescription8/27/2020 13:133Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS8/27/2020 14:3716MTA TFTP: Successful8/27/2020 14:3726MTA PROV: Successful!8/27/2020 14:373Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS8/31/2020 1:544000960006New time has been retrieved from ToD server.9/3/2020 13:544000960006New time has been retrieved from ToD server.9/7/2020 1:544000960006New time has been retrieved from ToD server.9/10/2020 13:544000960006New time has been retrieved from ToD server.9/17/2020 13:544000960006New time has been retrieved from ToD server.9/20/2020 7:593Voice Line State Change, Line Number = 1, Prev State = IS, New State = OOS9/20/2020 8:0716MTA TFTP: Successful9/20/2020 8:0726MTA PROV: Successful!9/20/2020 8:073Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS9/20/2020 8:143Voice Line State Change, Line Number = 1, Prev State = IS, New State = OOS9/20/2020 8:1716MTA TFTP: Successful9/20/2020 8:1726MTA PROV: Successful!9/20/2020 8:173Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS9/20/2020 10:4316MTA TFTP: Successful9/20/2020 10:4326MTA PROV: Successful!9/20/2020 10:433Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS9/20/2020 10:503Voice Line State Change, Line Number = 1, Prev State = IS, New State = OOS9/20/2020 16:0916MTA TFTP: Successful9/20/2020 16:1026MTA PROV: Successful!9/20/2020 16:103Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS9/20/2020 16:2416MTA TFTP: Successful9/20/2020 16:2426MTA PROV: Successful!9/20/2020 16:243Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS9/27/2020 10:414000960006New time has been retrieved from ToD server.9/29/2020 18:003Voice Line State Change, Line Number = 1, Prev State = IS, New State = OOS9/29/2020 18:3316MTA TFTP: Successful9/29/2020 18:3326MTA PROV: Successful!9/29/2020 18:333Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS

© ARRIS Enterprises, Inc. 2018 All rights reserved.

Replies

  • misterjmisterj Posts: 107 ✭✭✭✭
    Oct 01, 2020

    RaeV, sorry but your posted information is not readable and the links all fail. Please post screenshots and tell us what modem you have. Thanks and enjoy, John.

  • Zinko585983Zinko585983 Posts: 3 ✭✭
    Oct 01, 2020

    We also have a lot of buffering using the spectrum app on Roku sticks from the very start. This is very very irritating. Spectrum says it’s Roku and Roku says it’s the Spectrum App. What gives. Posts on the internet state that Spectrum knows that there is an issue with the app. Since I just saw this post I also have figured out how to get the modems log. There are a lot of T3 time-outs. You guys need to fix this now, as I am about ready to get another provider? Please look at the logs and let me know what you see.


  • Zinko585983Zinko585983 Posts: 3 ✭✭
    Oct 01, 2020

    We have been a spectrum tv and internet customer only since 7-10-2020. We have had three tech visits because of problems with modem and line. They replaced the line from, the pole to the house, but the last tech said the cap on the line should be replaced and he put in an order to do it but it still has not been replaced. I contacted Spectrum 3 times about the cap with no resolve. I also must have contacted Spectrum thru Ask spectrum support at least 15 times about the constant buffering issues, everyday and night. We also have had screen freezes, just not as frequent.

  • misterjmisterj Posts: 107 ✭✭✭✭
    Oct 01, 2020

    Zinko58598, I am a user as you, so cannot help on getting ISO to respond. I do not know what the 'cap on the line' is. Did the technician test the ingress on your line - measure of noise leaking into coax. Sounds like most of the coax outside has been replaced. Please look at the cable in your home for scars or breaches. The cable from the wall to the modem should be new and supplied by your ISO. Your signal levels look good as does your SNR. What speed do you pay for and measure? What is your modem? Is any equipment running on Wi-Wi and what router are you using? Thanks and enjoy, John.

  • Zinko585983Zinko585983 Posts: 3 ✭✭
    Oct 01, 2020

    Hi John,

    I was told the cap on the line is the box that makes the coax connections from the line to the houses, I don’t know about the noise leaking into coax. All the cables are new and undamaged. I pay for 400mbps, and just ran a test and I am getting 335. Will get anywhere from 175 to 400. Have a TM1602 Arris modem and a standard Spectrum Askey RAC2V1K router. Don’t know what Wi-Wi is so I doubt I have any equipment. Dave

  • misterjmisterj Posts: 107 ✭✭✭✭
    Oct 02, 2020

    Zinko58598, Wi-Wi is a really bad way to spell Wi-Fi ... sorry! That looks like a good modem and should have no trouble running 400 Mbps. I would expect it to measure around 420-450 Mbps. ISPs usually give themselves some wiggle room. I measure a consistent 235 Mbps on my 200 paid. Anything less than 400 should invoke a call to ISP. I assume your measurements are on an Ethernet connection. If your ISP will swap (like mine), I would suggest you take your modem in for a swap - maybe good time to ask about the new cap. Please try a measurement with your computer plugged directly into the modem. Thanks and enjoy, John.

  • RaeVRaeV Posts: 2 ✭✭
    Oct 02, 2020

    Sorry. I hope these will help.

  • misterjmisterj Posts: 107 ✭✭✭✭
    Oct 02, 2020

    Sorry. I hope these will help.

    RaeV, sorry I do not understand. Enjoy, John.

  • RAIST5150RAIST5150 Posts: 835 ✭✭✭✭
    Oct 02, 2020

    @RaeV

    Your modem's upstream power is uncharacteristically low for this system, and looks like there is some extra noise on a handful of channels.

    Has the appearance of a boost happening somewhere along the line, and that may be mucking things up a bit because of the odd noise spikes here and there.

    Need techs to run a thorough inspection of the site to make sure if it is bound to a localised issue or something upstream that maintenance needs to investigate.

    May also want to post details about your roku's--what model number and OS version. Have seen issues in the past with the lighter weight models not getting along to well with newer versions of some streaming apps.

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