Intermittent Internet. Tried EVERYTHING.

ww97ww97 Posts: 6 ✭✭
in Connectivity Dec 07, 2020

Internet has been intermittent for the past week.

I called customer support and got someone who was pretty competent on the line. He told me the issue had been happening for weeks on end and he's "never seen anything like it before."

My internet drops for 10-20 seconds every 5 minutes. I had TWO techs come in. The first one replaced my line and checked the roof for any signal issues. None reported. Everything was in the clear. He told me that there were some abnormal fluctuations with the node and that he needed to refer someone to go fix that (but never did.)

The second one came in and did essentially the same thing. He told me that none of my neighbors were experiencing the issue, so it really could not be the node if I was the only one with the issue. He suggested it was a router/modem thing.

I had both replaced. STILL. The same issue persists today.

My question is if two techs assured me that there are no issues with the lines/connectivity, and I've tried replacing both modem/router. What could possibly be the issue?!

(I was initially using Netgear Nighthawk Modem 2 in 1, but I read online that it was notorious for having a UDP flood blocking security feature, which limits a certain kind of connection to around 20. Anymore would result in a temporary cessation of the router function because it would flag as under attack. There is no way to disable the security feature).

OK. Fine. Possibly. So I switched over to a Motorola 2 in 1 arris router. Doesn't have the issue, and even lets me disable flood protection. I've tried it. And SAME issue.)


Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables

1 Locked QAM256 23 411000000 Hz 10.5 dBmV 41.5 dB 0 0

2 Locked QAM256 20 393000000 Hz 10.2 dBmV 41.9 dB 0 0

3 Locked QAM256 21 399000000 Hz 10.2 dBmV 41.4 dB 0 0

4 Locked QAM256 22 405000000 Hz 10.5 dBmV 41.9 dB 1 0

5 Locked QAM256 19 387000000 Hz 10.0 dBmV 42.0 dB 0 0

6 Locked QAM256 1 279000000 Hz 11.3 dBmV 41.9 dB 0 0

7 Locked QAM256 2 285000000 Hz 11.0 dBmV 41.9 dB 0 0

8 Locked QAM256 3 291000000 Hz 10.8 dBmV 41.4 dB 0 0


Upstream Bonded Channels

Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power

1 Locked ATDMA 3 5120 Ksym/sec 30600000 Hz 45.5 dBmV

2 Locked ATDMA 2 5120 Ksym/sec 24200000 Hz 45.5 dBmV

3 Locked ATDMA 1 5120 Ksym/sec 17800000 Hz 45.5 dBmV

4 Locked ATDMA 4 5120 Ksym/sec 37000000 Hz 45.5 dBmV


Event Logs

Mon Dec 07 11:02:27 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=10:05:b1:XX:2d:XX;CMTS-MAC=00:17:XX:9c:d9:12;CM-QOS=1.1;CM-VER=3.0;

Mon Dec 07 10:55:51 2020 Notice (6) TLV-11 - unrecognized OID;CM-MAC=10:05:b1:XX2d:XXCMTS-MAC=00:17:10:9c:d9:12;CM-QOS=1.1;CM-VER=3.0;

Mon Dec 07 10:55:50 2020 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=10:05:b1:XX:2d:XX;CMTS-MAC=00:17:10:9c:XX:12;CM-QOS=1.1;CM-VER=3.0;

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Replies

  • James_MJames_M Posts: 2,563 ADMIN
    Dec 08, 2020

    What is the modem model you are currently using and what is your subscribed speed?

  • ww97ww97 Posts: 6 ✭✭
    Dec 08, 2020

    200mb/s. I'm using Netgear C7000v2 currently. It's a 2 in 1.

  • James_MJames_M Posts: 2,563 ADMIN
    Dec 08, 2020

    Thanks. I was able to locate your account based on your registration information. I am seeing that there was a signal related issue impacting your area that appears to have been addressed. If you are still experiencing an issue, I would suggest another service call. If you need assistance setting up another service call, please let us know.

  • ww97ww97 Posts: 6 ✭✭
    Dec 08, 2020

    My internet is still intermittent. I've had two technicians come over already, so I would not like to set up another service call.

    Can you please inform me whether or not this is an issue localized to me or is this a node/neighborhood-wide issue? Please and thank you.

  • ww97ww97 Posts: 6 ✭✭
    Dec 08, 2020

    These are my logs. I am genuinely baffled on what it may possibly be.



    Procedure Status Comment

    Acquire Downstream Channel 375000000 Hz Locked

    Connectivity State OK Operational

    Boot State OK Operational

    Security Enabled BPI+

    IP Provisioning Mode IPv6 Only ipv6Only(1)

     

    Downstream Bonded Channels

    Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables

    1 Locked QAM256 17 375000000 Hz 8.7 dBmV 39.7 dB 1 0

    2 Locked QAM256 2 285000000 Hz 7.9 dBmV 38.4 dB 0 0

    3 Locked QAM256 3 291000000 Hz 8 dBmV 38.7 dB 0 0

    4 Locked QAM256 4 297000000 Hz 8.1 dBmV 39 dB 0 0

    5 Locked QAM256 5 303000000 Hz 8.2 dBmV 39.5 dB 0 0

    6 Locked QAM256 6 309000000 Hz 8.1 dBmV 39.7 dB 0 0

    7 Locked QAM256 7 315000000 Hz 8.2 dBmV 40 dB 0 0

    8 Locked QAM256 8 321000000 Hz 8.1 dBmV 39.4 dB 0 0

    9 Locked QAM256 9 327000000 Hz 8.5 dBmV 40.3 dB 0 0

    10 Locked QAM256 10 333000000 Hz 8.5 dBmV 40.1 dB 1 0

    11 Locked QAM256 11 339000000 Hz 8.5 dBmV 39.8 dB 0 0

    12 Locked QAM256 12 345000000 Hz 8.5 dBmV 39.7 dB 0 0

    13 Locked QAM256 13 351000000 Hz 8.7 dBmV 39.7 dB 0 0

    14 Locked QAM256 14 357000000 Hz 8.7 dBmV 39.6 dB 0 0

    15 Locked QAM256 15 363000000 Hz 8.6 dBmV 39.5 dB 0 0

    16 Locked QAM256 16 369000000 Hz 8.7 dBmV 39.7 dB 3 0

    17 Locked QAM256 1 279000000 Hz 7.6 dBmV 36.5 dB 0 0

    18 Locked QAM256 18 381000000 Hz 8.2 dBmV 38.3 dB 0 0

    19 Locked QAM256 19 387000000 Hz 8.1 dBmV 38.6 dB 0 0

    20 Locked QAM256 20 393000000 Hz 8.2 dBmV 39 dB 0 0

    21 Locked QAM256 21 399000000 Hz 8.2 dBmV 38.7 dB 0 0

    22 Locked QAM256 22 405000000 Hz 8.5 dBmV 39.4 dB 0 0

    23 Locked QAM256 23 411000000 Hz 8.4 dBmV 39 dB 0 0

    24 Locked QAM256 24 417000000 Hz 8.7 dBmV 39.4 dB 0 0


    Upstream Bonded Channels

    Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power

    1 Locked ATDMA 1 5120 Ksym/sec 17800000 Hz 45.5 dBmV

    2 Locked ATDMA 2 5120 Ksym/sec 24200000 Hz 46.3 dBmV

    3 Locked ATDMA 3 5120 Ksym/sec 30600000 Hz 46.8 dBmV

    4 Locked ATDMA 4 5120 Ksym/sec 37000000 Hz 47.8 dBmV

    5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

    6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

    7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

    8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

  • ww97ww97 Posts: 6 ✭✭
    Dec 08, 2020

    I keep getting these failures.


    2020-12-8, 15:51:47 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=bc:a5:1X:f0:87:1c;CMTS-MAC=00:17:X0:9c:d9:12;CM-QOS=1.0;CM-VER=3.0;

    2020-12-8, 15:51:56 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=bc:a5:11:f0:X7:1c;CMTS-MAC=00:17:10:9c:d9:12;CM-QOS=1.0;CM-VER=3.0;

    2020-12-8, 15:51:57 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=bc:a5:11:f0:XX:1c;CMTS-MAC=00:17:10:9c:d9:12;CM-QOS=1.0;CM-VER=3.0;

    2020-12-8, 15:52:20 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=bc:a5:11:f0:87:1c;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

  • Anthony_VAnthony_V Posts: 14 ✭✭✭
    Dec 09, 2020

    I am seeing there is an open ticket for an issue affecting services in your area at this time. Once this has been confirmed corrected if you are continuing to see these intermittent issues it would be suggested to have a technician out for further investigation and assistance.

  • Brad_SBrad_S Posts: 12 ✭✭✭
    Dec 09, 2020

    ww97,

    The techs who come out to the house cannot see the network switching equipment, only the signal from the line to your modem. I too am experiencing a similar issue, just not to the same extent.

    Good luck!

  • ww97ww97 Posts: 6 ✭✭
    Dec 09, 2020

    Hello again. Thank you for all the support thus far.

    My intermittency has started almost a week ago now. I can barely work when my internet goes down every 3-5 minutes for 10-20 seconds. I just need some updates that there's people actually outside working on fixing the issue.

  • Lake802Lake802 Posts: 81 ✭✭✭✭
    Dec 09, 2020

    Greetings ww97 - sorry to hear you are having ongoing service issues. Would encourage you to call technical support again. Ask them to correct the source on ongoing T3 errors. Verify your signals are in spec and that there are no errors of any kind in the modem log. These intermittent issues can be frustrating but are definitely resolvable.

This discussion has been closed.