Internet drops out daily

dgeezerdgeezer Posts: 4 ✭✭
edited November 17 in Connectivity Nov 17, 2020

My cable modem loses the signal and resets itself on average once a day. This problem has been going on for years now. Sometimes a tech can get it to be reliable for a couple months but the problem always comes back. Here is my logs:

11/10/2020 22:39 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=ac:ec:80:06:98:f2;CMTS-MAC=00:17:10:8d:8b:0b;CM-QOS=1.1;CM-VER=3.0;

11/11/2020 16:57 73040200 3 TLV-11 - Illegal Set operation failed;CM-MAC=ac:ec:80:06:98:f2;CMTS-MAC=00:17:10:8d:8b:0b;CM-QOS=1.1;CM-VER=3.0;

11/11/2020 17:03 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=ac:ec:80:06:98:f2;CMTS-MAC=00:17:10:8d:8b:0b;CM-QOS=1.1;CM-VER=3.0;

11/11/2020 20:28 73040200 3 TLV-11 - Illegal Set operation failed;CM-MAC=ac:ec:80:06:98:f2;CMTS-MAC=00:17:10:8d:8b:0b;CM-QOS=1.1;CM-VER=3.0;

11/11/2020 22:27 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=ac:ec:80:06:98:f2;CMTS-MAC=00:17:10:8d:8b:0b;CM-QOS=1.1;CM-VER=3.0;

11/12/2020 21:17 73040200 3 TLV-11 - Illegal Set operation failed;CM-MAC=ac:ec:80:06:98:f2;CMTS-MAC=00:17:10:8d:8b:0b;CM-QOS=1.1;CM-VER=3.0;

11/13/2020 4:52 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=ac:ec:80:06:98:f2;CMTS-MAC=00:17:10:8d:8b:0b;CM-QOS=1.1;CM-VER=3.0;

11/13/2020 6:02 73040200 3 TLV-11 - Illegal Set operation failed;CM-MAC=ac:ec:80:06:98:f2;CMTS-MAC=00:17:10:8d:8b:0b;CM-QOS=1.1;CM-VER=3.0;

11/13/2020 6:02 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=ac:ec:80:06:98:f2;CMTS-MAC=00:17:10:8d:8b:0b;CM-QOS=1.1;CM-VER=3.0;

11/13/2020 10:30 73040200 3 TLV-11 - Illegal Set operation failed;CM-MAC=ac:ec:80:06:98:f2;CMTS-MAC=00:17:10:8d:8b:0b;CM-QOS=1.1;CM-VER=3.0;

11/13/2020 14:21 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=ac:ec:80:06:98:f2;CMTS-MAC=00:17:10:8d:8b:0b;CM-QOS=1.1;CM-VER=3.0;

11/13/2020 17:00 73040200 3 TLV-11 - Illegal Set operation failed;CM-MAC=ac:ec:80:06:98:f2;CMTS-MAC=00:17:10:8d:8b:0b;CM-QOS=1.1;CM-VER=3.0;

11/13/2020 18:09 82000500 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=ac:ec:80:06:98:f2;CMTS-MAC=00:17:10:8d:8b:0b;CM-QOS=1.1;CM-VER=3.0;

11/13/2020 18:09 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=ac:ec:80:06:98:f2;CMTS-MAC=00:17:10:8d:8b:0b;CM-QOS=1.1;CM-VER=3.0;

11/13/2020 21:44 73040200 3 TLV-11 - Illegal Set operation failed;CM-MAC=ac:ec:80:06:98:f2;CMTS-MAC=00:17:10:8d:8b:0b;CM-QOS=1.1;CM-VER=3.0;

11/14/2020 0:34 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=ac:ec:80:06:98:f2;CMTS-MAC=00:17:10:8d:8b:0b;CM-QOS=1.1;CM-VER=3.0;

11/15/2020 10:35 73040200 3 TLV-11 - Illegal Set operation failed;CM-MAC=ac:ec:80:06:98:f2;CMTS-MAC=00:17:10:8d:8b:0b;CM-QOS=1.1;CM-VER=3.0;

11/15/2020 10:36 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=ac:ec:80:06:98:f2;CMTS-MAC=00:17:10:8d:8b:0b;CM-QOS=1.1;CM-VER=3.0;

11/16/2020 16:48 73040200 3 TLV-11 - Illegal Set operation failed;CM-MAC=ac:ec:80:06:98:f2;CMTS-MAC=00:17:10:8d:8b:0b;CM-QOS=1.1;CM-VER=3.0;

11/16/2020 18:56 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=ac:ec:80:06:98:f2;CMTS-MAC=00:17:10:8d:8b:0b;CM-QOS=1.1;CM-VER=3.0;

If I check the uptime on the status page it's always only ben online since the last TLV-11 event.


System Uptime: 0 d: 4 h: 52 m

Computers Detected: staticCPE(1), dynamicCPE(2)

CM Status: OPERATIONAL

Time and Date: Mon 2020-11-16 21:39:32


Any ideas??

Replies

  • Lake802Lake802 Posts: 49 ✭✭✭✭
    Nov 17, 2020

    Hello Dgeezer - sorry to hear you are having service issues.

    The log you provided indicates a high count of T3 errors occurring in the modem log.

    The source of these T3 errors can be corrected so that you do not experience these re-occurring modem issues. Kindly ask Spectrum to schedule a trouble call, correct the source of the T3 errors and verify there are no errors of any kind in the modem log after reboot.

    Please let us know how it goes. If possible post the updated modem log a day or so after the onsite Spectrum service call.

  • misterjmisterj Posts: 119 ✭✭✭✭
    Nov 17, 2020

    dgeezer, please post your Singnal levels and SNRs. Also tell us what service you subscribe and post the results of a speed test and the modem and router you are using. Thanks and enjoy, John.

  • dgeezerdgeezer Posts: 4 ✭✭
    Nov 17, 2020

    Here is the first page from the modem:


    DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectablesDownstream 131495.00 MHz-4.60 dBmV40.37 dB256QAM1237342500Downstream 29351.00 MHz-1.90 dBmV40.37 dB256QAM707241000Downstream 310357.00 MHz-2.30 dBmV40.37 dB256QAM8149633120Downstream 411363.00 MHz-2.80 dBmV40.37 dB256QAM774706400Downstream 512369.00 MHz-3.00 dBmV40.95 dB256QAM806837400Downstream 613375.00 MHz-3.20 dBmV40.37 dB256QAM660547800Downstream 714381.00 MHz-3.40 dBmV40.37 dB256QAM736023300Downstream 815387.00 MHz-3.10 dBmV40.37 dB256QAM681297100Downstream 916393.00 MHz-3.10 dBmV40.95 dB256QAM701258900Downstream 1017399.00 MHz-2.90 dBmV40.95 dB256QAM8005162170Downstream 1118405.00 MHz-2.70 dBmV40.37 dB256QAM7677625150Downstream 1219411.00 MHz-2.70 dBmV40.95 dB256QAM8435020120Downstream 1320423.00 MHz-3.00 dBmV40.95 dB256QAM736545900Downstream 1421429.00 MHz-3.50 dBmV40.37 dB256QAM751920200Downstream 1522435.00 MHz-3.90 dBmV40.37 dB256QAM781156500Downstream 1623447.00 MHz-4.80 dBmV40.37 dB256QAM8453710210Downstream 1724453.00 MHz-5.10 dBmV38.98 dB256QAM632949300Downstream 1825459.00 MHz-5.10 dBmV38.98 dB256QAM618430400Downstream 1926465.00 MHz-5.00 dBmV38.98 dB256QAM686707980Downstream 2027471.00 MHz-4.60 dBmV40.37 dB256QAM871456400Downstream 2128477.00 MHz-4.50 dBmV40.95 dB256QAM625374700Downstream 2229483.00 MHz-4.50 dBmV40.37 dB256QAM731738800Downstream 2330489.00 MHz-4.50 dBmV40.37 dB256QAM696760000Downstream 248345.00 MHz-1.90 dBmV40.95 dB256QAM860983300Reset FEC Counters

    Upstream

    UCIDFreqPowerChannel TypeSymbol RateModulationUpstream 1224.00 MHz39.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAMUpstream 2436.80 MHz41.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAMUpstream 3330.40 MHz41.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAMUpstream 4117.60 MHz39.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM


    Thanks for your help.

  • dgeezerdgeezer Posts: 4 ✭✭
    edited November 17 Nov 17, 2020

    That's ugly. Let me try again.

  • dgeezerdgeezer Posts: 4 ✭✭
    Nov 17, 2020
  • misterjmisterj Posts: 119 ✭✭✭✭
    Nov 17, 2020

    Thanks, dgeezer. Looks much better the second time. The SNR and signal levels are a little low. I would expect the technician to correct these by replacing cable and or connectors. It could explain the outages. Good luck, enjoy, John.

  • Lake802Lake802 Posts: 49 ✭✭✭✭
    Nov 22, 2020

    Greetings Dgeezer - Kindly let us know how it went if you scheduled a service appointment.

    Downstream SNR will range from about 42dB to 44dB depending on your local circumstances.

    The range for downstream SNR to be considered "in spec" is pretty broad going from about 32db to 51db.

    Ideal downstream SNR will vary by location but will generally be in in the middle of that 32-db to 51 db range .

    As a result - anything in the 40db to 44db zone is fine depending on your location and market.

    Similarly Downstream RX power will range from roughly -1 dBmv to about -4.6 dBmv. depending on which specific frequency you are observing . Some of that will change slightly throughout the day as an occasional result of time/temperature and other environmental factors.

    On a typical service call they will likely replace your modem, correct signal levels if needed and correct the source of any T3 or T4 errors.

    Please let us know if the issue was fixed/resolved.

Sign In or Register to comment.