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What is causing intermittent Internet disconnects?
We are a new customer since March 2022 and at first all was great. We have the Gigabit plan and I was seeing 800 to 900 Mb downloads on a regular basis. Then back a month ago I started to see intermittent disconnects and I was blaming the Neatgear Orbi 6 Pro since I bought it at the same time we moved to Spectrum. My previous network was a McGyvered system I put together because the house is so large. I built my own ethernet backhaul using a Nighthawk R7000 router to a Uverse modem/router. It worked great for a 40Mb plan.
Fast forward to last week and I started to see disconnects multiple times every day and this time it was the modem. I have the Technicolor ET2251 modem and both the top indicators would flash white and eventually a solid blue. Sometimes I would lose the internet without the modem indicating there was an issue. I could tell because the Orbi router 3 feet away would show magenta which means no internet connection.
So I researched a bit a decided to get a Netgear CM2000 modem. I had Spectrum activate it and it works better but I have seen 3 disconnects with it. At least I can view the logs. The 1st 3 disconnects were similar and I wished I had keep those logs but every reboot resets it. The messages I remember seeing and I apologize if I screw them up:
RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW
And that was seen with another common message - Dynamic Range Window violation.
What I did from the research I read was check the box on the modem, Enable Extended Upstream Transmit Power. It seems there isn't enough upstream power and many of the other messages I was seeing was a request being made to the ISP and it timed out on the response as if the ISP wasn't receiving the message. Now my yard is huge, we sit about 1,100 feet from the road. When we had Uverse, we had to have AT&T completely upgrade all of the infrastructure from the pole to the house. It's possible the existing CableTV infrastructure is too old. The contractor who came was smart enough to completely bypass all of the insane number of splitters this house had - at one count, 14. Instead he kept one in the garage and ran a new line from the modem to that splitter with the input line going to the box outside. I did notice I had to finger tighten the connectors outside, but it still lead to the 3 disconnects. I ordered a couple of items, a new GE splitter and a few F connectors. I really don't need to use any of the existing coax in the house. I had Spectrum come out a year ago to use the existing wall plates that had coax and none worked.
So here is the latest log file output since the last reboot at 6pm:
Tue May 31 04:45:41 2022 (Notice (6)) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1; Tue May 31 04:45:36 2022 (Notice (6)) TLV-11 - unrecognized OID;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1; Tue May 31 04:45:36 2022 (Error (4)) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1; Tue May 31 04:45:36 2022 (Error (4)) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1; Tue May 31 04:45:36 2022 (Error (4)) Missing BP Configuration Setting TLV Type: 17.3;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1; Tue May 31 04:45:36 2022 (Warning (5)) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1; Time Not Established (Notice (6)) Overriding MDD IP initialization parameters; IP provisioning mode = IPv4 Time Not Established (Critical (3)) No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1; Time Not Established (Critical (3)) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; Tue May 31 04:44:35 2022 (Notice (6)) SW download Successful - Via NMS Tue May 31 04:36:50 2022 (Notice (6)) SW Download INIT - Via NMS
I'm not seeing any of the other messages but no one was online overnight. I'll update this thread if I see anything new.
Here is the configuration parameters of the upload/download stream:
Startup Procedure Procedure Status Comment Acquire Downstream Channel 555000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Security Enabled BPI+ Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables 1 Locked QAM256 32 555000000 Hz 1.9 dBmV 42.3 dB 1 0 2 Locked QAM256 1 369000000 Hz 3.8 dBmV 42.9 dB 0 0 3 Locked QAM256 2 375000000 Hz 3.7 dBmV 42.8 dB 0 0 4 Locked QAM256 3 381000000 Hz 3.4 dBmV 42.7 dB 0 0 5 Locked QAM256 4 387000000 Hz 3.6 dBmV 42.8 dB 0 0 6 Locked QAM256 5 393000000 Hz 3.1 dBmV 42.8 dB 0 0 7 Locked QAM256 6 399000000 Hz 3.0 dBmV 42.7 dB 0 0 8 Locked QAM256 8 411000000 Hz 2.1 dBmV 42.3 dB 0 0 9 Locked QAM256 9 417000000 Hz 2.2 dBmV 42.2 dB 0 0 10 Locked QAM256 10 423000000 Hz 1.8 dBmV 42.1 dB 0 0 11 Locked QAM256 11 429000000 Hz 2.0 dBmV 42.2 dB 1 0 12 Locked QAM256 12 435000000 Hz 1.7 dBmV 42.0 dB 0 0 13 Locked QAM256 13 441000000 Hz 1.5 dBmV 41.9 dB 0 0 14 Locked QAM256 14 453000000 Hz 1.5 dBmV 41.8 dB 0 0 15 Locked QAM256 15 459000000 Hz 2.0 dBmV 42.0 dB 0 0 16 Locked QAM256 16 465000000 Hz 1.8 dBmV 41.9 dB 0 0 17 Locked QAM256 17 471000000 Hz 1.8 dBmV 42.0 dB 0 0 18 Locked QAM256 18 477000000 Hz 2.0 dBmV 42.1 dB 2 0 19 Locked QAM256 19 483000000 Hz 1.9 dBmV 42.1 dB 0 0 20 Locked QAM256 20 489000000 Hz 2.4 dBmV 42.3 dB 1 0 21 Locked QAM256 21 495000000 Hz 2.0 dBmV 42.3 dB 2 0 22 Locked QAM256 22 501000000 Hz 2.4 dBmV 42.5 dB 1 0 23 Locked QAM256 23 507000000 Hz 2.1 dBmV 42.4 dB 0 0 24 Locked QAM256 24 513000000 Hz 2.0 dBmV 42.4 dB 2 0 25 Locked QAM256 26 519000000 Hz 2.2 dBmV 42.4 dB 0 0 26 Locked QAM256 27 525000000 Hz 1.9 dBmV 42.4 dB 3 0 27 Locked QAM256 28 531000000 Hz 2.4 dBmV 42.5 dB 0 0 28 Locked QAM256 29 537000000 Hz 2.0 dBmV 42.5 dB 2 0 29 Locked QAM256 30 543000000 Hz 2.3 dBmV 42.5 dB 3 0 30 Locked QAM256 31 549000000 Hz 2.2 dBmV 42.5 dB 2 0 31 Locked QAM256 33 561000000 Hz 2.3 dBmV 42.4 dB 4 0 32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 41 5120 17800000 Hz 43.5 dBmV 2 Locked ATDMA 42 5120 24200000 Hz 44.8 dBmV 3 Locked ATDMA 43 5120 30600000 Hz 45.3 dBmV 4 Locked ATDMA 44 5120 37000000 Hz 45.5 dBmV 5 Not Locked Unknown 0 0 0 Hz 0.0 dBmV 6 Not Locked Unknown 0 0 0 Hz 0.0 dBmV 7 Not Locked Unknown 0 0 0 Hz 0.0 dBmV 8 Not Locked Unknown 0 0 0 Hz 0.0 dBmV Downstream OFDM Channels Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords 1 Locked 0 ,1 ,2 25 668000000 Hz 1.9 dBmV 41.4 dB 1108 ~ 2987 168434734 165512203 0 2 Not Locked 0 0 0 Hz 0 dBmV 0.0 dB 0 ~ 4095 0 0 0 Upstream OFDMA Channels Channel Lock Status Modulation / Profile ID Channel ID Frequency Power 1 Not Locked 0 0 0 Hz 0 dBmV 2 Not Locked 0 0 0 Hz 0 dBmV Extended Upstream Transmit Power Enable Extended Upstream Transmit Power Current System Time:Tue May 31 13:45:18 2022 System Up Time:09:00:14
Let me know if you need anything else.
Thanks, Patrick
Answers
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Here's some new log output:
Tue May 31 14:02:44 2022 (Critical (3)) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1; Tue May 31 14:02:42 2022 (Warning (5)) Dynamic Range Window violation Tue May 31 14:02:42 2022 (Warning (5)) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1; Tue May 31 14:02:42 2022 (Warning (5)) Dynamic Range Window violation Tue May 31 14:02:42 2022 (Warning (5)) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1; Tue May 31 14:02:27 2022 (Critical (3)) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
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I also see more Correctables and Uncorrectables.
Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables 1 Locked QAM256 32 555000000 Hz 1.9 dBmV 42.2 dB 273 462 2 Locked QAM256 1 369000000 Hz 4.3 dBmV 42.9 dB 1295 748 3 Locked QAM256 2 375000000 Hz 4.2 dBmV 42.8 dB 997 754 4 Locked QAM256 3 381000000 Hz 3.8 dBmV 42.6 dB 977 722 5 Locked QAM256 4 387000000 Hz 4.0 dBmV 42.7 dB 963 715 6 Locked QAM256 5 393000000 Hz 3.5 dBmV 42.7 dB 830 746 7 Locked QAM256 6 399000000 Hz 3.4 dBmV 42.6 dB 884 698 8 Locked QAM256 8 411000000 Hz 2.5 dBmV 42.1 dB 847 657 9 Locked QAM256 9 417000000 Hz 2.5 dBmV 42.1 dB 737 682 10 Locked QAM256 10 423000000 Hz 2.1 dBmV 42.0 dB 791 671 11 Locked QAM256 11 429000000 Hz 2.4 dBmV 42.1 dB 699 656 12 Locked QAM256 12 435000000 Hz 2.1 dBmV 41.9 dB 638 569 13 Locked QAM256 13 441000000 Hz 1.9 dBmV 41.7 dB 683 639 14 Locked QAM256 14 453000000 Hz 1.8 dBmV 41.7 dB 447 581 15 Locked QAM256 15 459000000 Hz 2.3 dBmV 41.8 dB 458 625 16 Locked QAM256 16 465000000 Hz 2.1 dBmV 41.8 dB 420 599 17 Locked QAM256 17 471000000 Hz 2.1 dBmV 41.9 dB 409 491 18 Locked QAM256 18 477000000 Hz 2.3 dBmV 42.0 dB 332 568 19 Locked QAM256 19 483000000 Hz 2.1 dBmV 42.0 dB 432 572 20 Locked QAM256 20 489000000 Hz 2.6 dBmV 42.1 dB 371 495 21 Locked QAM256 21 495000000 Hz 2.1 dBmV 42.1 dB 356 522 22 Locked QAM256 22 501000000 Hz 2.5 dBmV 42.3 dB 283 605 23 Locked QAM256 23 507000000 Hz 2.2 dBmV 42.2 dB 310 474 24 Locked QAM256 24 513000000 Hz 2.1 dBmV 42.2 dB 303 482 25 Locked QAM256 26 519000000 Hz 2.3 dBmV 42.3 dB 257 513 26 Locked QAM256 27 525000000 Hz 2.0 dBmV 42.3 dB 236 467 27 Locked QAM256 28 531000000 Hz 2.4 dBmV 42.4 dB 306 445 28 Locked QAM256 29 537000000 Hz 2.0 dBmV 42.2 dB 317 489 29 Locked QAM256 30 543000000 Hz 2.3 dBmV 42.3 dB 287 504 30 Locked QAM256 31 549000000 Hz 2.3 dBmV 42.3 dB 225 447 31 Locked QAM256 33 561000000 Hz 2.3 dBmV 42.3 dB 256 433 32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
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The splitter also is not grounded. Would that cause any issues? I know once I get those F connectors I'll replace that splitter and just connect the outside coax to the new inside. I wonder until then if I should disconnect the other coax to the splitter. I'm not using any other coax cable in the house. The name brand of the splitter is an Antronix splitter and I have no idea if it's any good or how old it is (at least 9 years old).
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Good morning @PatrickInBama and welcome to the Spectrum Community. Splitters can definitely be an issue in they may go bad or have static in the connection that would cause noise on the line. The more splitters and various junction points you have exponentially increase the number of opportunities for noise to get on the line directly or expose the line to environmental noise (like neighboring Wi-Fi networks or even electronics that may emit frequencies along or near the same as the Wi-Fi band.
All of that said, I was able to locate the equipment with your login credentials but got once I found the account I am seeing a potential provisioning issue I would need to clarify or possibly correct. So expect a private message from me through our Community_Help handle so I can gather your account information and get this taken care of. It will be in the next five minutes.
Randy
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So to update my issues since getting Spectrum Gigabit back in March:
For the 1st 2 months I had no issues then around the very end of April I started to see disconnects on a daily basis. We went out of town for about 3 weeks. For the next week after we got back (Memorial Day weekend), constant daily disconnects so I bought a new modem - Netgear CM2000. I had Spectrum register it and again the same issues. At least I could see the logs. Always the same messages related to the modem contacting Spectrum and Spectrum not responding. The messages are exactly the same as others.
Fri Jul 08 16:14:57 2022(Warning (5))Dynamic Range Window violationFri Jul 08 16:14:57 2022(Warning (5))RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=94:a6:7e:fb:20:94;CMTS-MAC=00:01:5c:6d:1a:57;CM-QOS=1.1;CM-VER=3.1;Fri Jul 08 16:14:57 2022(Warning (5))Dynamic Range Window violationFri Jul 08 16:14:57 2022(Warning (5))RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=94:a6:7e:fb:20:94;CMTS-MAC=00:01:5c:6d:1a:57;CM-QOS=1.1;CM-VER=3.1;Fri Jul 08 16:14:57 2022(Warning (5))Dynamic Range Window violationFri Jul 08 16:14:57 2022(Warning (5))RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=94:a6:7e:fb:20:94;CMTS-MAC=00:01:5c:6d:1a:57;CM-QOS=1.1;CM-VER=3.1;Fri Jul 08 16:14:57 2022(Critical (3))Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=94:a6:7e:fb:20:94;CMTS-MAC=00:01:5c:6d:1a:57;CM-QOS=1.1;CM-VER=3.1;
I had a technician come out and he removed the only splitter from the modem to the outside and rebuilt the connection. He also replaced the splitter outside the house. For 9 days I had no issues but I started having the same issues after that for the next month. I have to disconnect the modem and router about 8 to 12 times day. He did say if this continues to happen to escalate to a senior technician to come out and look at the wiring from the house to the tap. He tried to identify how old the tap is but there were no identifying marks and it looks quite old. The house was built in 1986 and from the first time I tried to get Spectrum 2 years ago they couldn't even reuse the coax in the house so the order was canceled. Can I go ahead and get this escalated? My old 50Mb internet is looking more and more appealing every day.
Thanks,
Patrick
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The next step would be to schedule another service call. Looking at your information, it appears that you already have one scheduled in the near future. Let us know how it goes!
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He came out this afternoon and ran a few tests and then left. No resolution but today was the rare day that I didn't see any disconnects. Said if this happens again, have a tech look at the tap and/or verify the wiring from the house to the road is good. I was hoping this would have been that guy not Tech Guy No 2. The 1st tech did much more than this guy. All he said is that it appears the logs show a power fluctuation at the modem about the time of the issues. One thing I did over a month ago was buy an APC to prevent the power fluctuations we sometimes get. I have a whole house power surge suppressor at the mains that was added a few years ago to prevent losing an air compressor due to storms.
So I guess we'll see tomorrow. Weird how the window of 9am - 6pm seems to be when I see all of the disconnects.
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Definitely keep us updated if the connection issues pop back up tomorrow.
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Yesterday was good, had only 1 reset but it's back today. So far 3 reboots in the past hour.
This is what I see after restarting the modem. Sometimes, the network goes down and the upstream light blinks and then the modem shows that 2 of the 4 upstream bonded channels are not locked. Already have numerous uncorrectable words.
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Thanks. The next step would be to rule out the equipment as the issue. Since you are currently using your own modem, the easiest method would be to obtain a new, Spectrum provided modem from a local store. Modems are provided free, with no monthly fee.
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I switched from the modem provided to me because that's where the issue started. Because I couldn't read the logs, I wasn't able to determine the cause until I researched all of the modems on Spectrum's approved list and settled on the Netgear Nighthawk CM2000. Before I got the Netgear, the Spectrum modem was going down the same number of times per day. Would it be as easy as plugging it back in without going through registering it?
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You can try plugging it in, however if the equipment is not recognized, you will need to call in to have the MAC address registered.
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After all these daily restarts, I went ahead and activated the original Spectrum modem. Same issue except now I can't get to the logs. Once I lose connection, I go through the motions of unplugging the modem and router, wait a minute, plug the modem back in and then the router once the modem is up. Guess the next step is to get someone out here to look at the outside wiring to the tap and the tap itself.
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Thanks for trying a Spectrum modem. Since you are still having the same issue I recommend scheduling another appointment with a technician for further testing and repairs. I will reach out to you again via private message to set that up.
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