Welcome to the Spectrum Community

Get answers, share solutions, help your community.

Start here

Intermittent Issues in Irving, Texas

gregab25gregab25 Posts: 28
in Connectivity Nov 15, 2018

1. Location:  Irving, Texas 75062

 

2. Services: Internet and Cable TV

 

3. Modem:  Arris TG1672G. Should note this problem has persisted across 3 or 4 modems both personally owned and rented from cable company. 

 

4. Router:  None

 

5. Modem Firmware: TS0901103J6TW2_072417_16XX.GW_PC20_TW

    Modem Firmware Build TIme: Mon Jul 24 11:08:24 EDT 2017

 

6. Modem Online:  Confirmed

 

7. Speed Test:  237 up / 11.8 Down

 

8. Symptoms: Intermittent Correctables/Uncorrectables. T3 Timeouts. RCS Partial Service. Mdd timeouts.  Buffering Video. Web pages slow loading or not loading at all. Packet Loss. Disconnection from Games. Pixelated TV. 

 

Typical Patterns: Issues Start mid morning and continue to rise throughout the day peaking in the evening.  Issues are worse in fall/winter.  Circa Oct/Nov through March/April. 

 

9. Modem diagnostics appear below and throughout this thread. 

 

10.  Wiring:  RG6 Drop to 3 way splitter attached to side of house. Split to internet and 2 tv boxes. Not sure if lines on inside are rg6 or rg59. 

 

11. Direct Ethernet connection from modem to computer. No Router. 

 

12. No recent changes, and this problem has been ongoing for several years. 

 

13. Current pathping shows no issues. I will try to capture a pathping when we are having issues. 

 

14.  Yes, Buffering of videos and lag and/or lost connectivity to games. Disconnections from games. 

 

15.  No, there are no background apps that upload or download. 

 

Recent service history for this issue:

 

2017 - 3 technicians out.

- First 2 did not find anything, but replaced connections and modem.

- Third technican found noise at the modem and then at the tap. 

- Third technician replaced drop with rg6. 

- Third technician said maintenance crew would have to come out and fix something at the  pole or head end. 

- Issue was not resolved and we gave up. 

 

We have been having intermittent issues with our internet for years now. We have had numerous visits by tier 1 tech support. They identify a problem and say teir 2 support will need to come out and fix it, but they never do.  Nor can tier 2 support be bothered with communicating with us.  Then we contact support again and they send out another tier 1 guy. This cycle continues endlessly, and we eventually give up pursuing the situation . 

 


Errors.png

«1

Comments

  • reds91185reds91185 Posts: 2,452
    Nov 15, 2018

    How much time goes by before you try contacting support again? I ask because if you let more than a week or two go by without reporting the issue as "unresolved" then the cycle starts over. Also, "tier 2" support is probably the line and street crews that really don't have direct contact with customers. They are dealing with the infrastructure of the neighborhood as a whole.

     

    My advice...as frustrating as it may seem...start the cycle again with an in-home tech. Let them do their thing and if not fixed call immediately for a follow up, and again if need be. This will get management's attention.

     

    Edit: One thing you can do if not already done is inspect what you have access to all the way from the modem to the demarc on your house and even to the street or alley if possible for any signs of damaged coax, corrosion of connectors caused by water, or loose connections (even behind the wall plates). Also check for any unterminated outlets or coax that goes "nowhere" that may be the source of noise.

  • gregab25gregab25 Posts: 28
    Nov 15, 2018

    Last time we had a guy out was last year. We had three tier 1 guys out within a couple of weeks. Each time we call Spectrum support to report the problem persists their solution is to schedule a technician to come out. Each time a different guy. The third guy out mentioned that they get some form of discipline or mark on their record for failing to fix the problem and insinuated that the previous tech 1 guys were upset with us for reporting the problem persisting . 

     

    The first two guys replaced all the connections, the splitter, and exchanged the modem. The third guy out found a lot of noise on the line and put in a new drop and re ran the house line with rg6.  He said tier 2 would have to come out and fix something at the pole or node. He gave a number to call him if the problem persists. We left a message at that number and never heard back. At that point we were exasperated and gave up. 

     

    Mind you this intermittent issue has gone on for over 5 years probably closer to 10. And we go through the same routine with the cable company every year or two trying to get it fixed. 

     

    I know an intermittent problem is hard to fix but the problem is severe as can be seen by the modem stats.  

     

    As you can see from above everything within the house has been replaced within the last year and the lines replaced with heavier rg6 and  a new drop. We dont believe, with albeit limited knowledge, that the problem is at the residence but rather noise on the node. From what i've read my suspicion is another residence is introducing noise on the line and spectrum is unwilling to remove them from the node. Also find it hard to believe with all the line monitoring they do and the tools at their disposal that they do not know this problem is going on.  But that's all speculation and doesn't matter we just want somone at Spectrum to care enough to roll up their sleeves and get this fixed. 

  • reds91185reds91185 Posts: 2,452
    Nov 15, 2018

    Intermittent problems are the very hardest type to find and correctly diagnose. One of your neighbors causing the noise is very possible.

     

    Yes, repeat calls do go against the techs and they hate it, but that is the system they have set up...not your problem. The tech gave you his direct number for repeat calls so it would not go through official channels and count against him. On top of all that, some of the techs may even be contractors and not actual employees so they have less motivation to make sure it's right.

  • dstoffadstoffa Posts: 989 ✭✭✭✭
    Nov 15, 2018

    At the end of the day, if the Tier 1 techie documents noise coming from the street (by testing the drop at your ground block), it should be escalated to Tier 2 for them to investigate the infrastructure in the street, as the noise is obviously NOT coming from your home.

  • Julia_RJulia_R Posts: 4,189 Lead Mod
    Nov 15, 2018

    I absolutely recommend a tech visit.  

     

    If you would like to contact our Social Media Customer Care team to get that set up

    you can reach them 24 hours a day at: 

     

    Twitter: @Ask_Spectrum

    Facebook: https://www.facebook.com/Spectrum

     

     

    Regards,

    Julia R.

    Spectrum-Social Media Customer Care

    Lead Moderator-Community Forums

  • karlbeckmankarlbeckman Posts: 2,206 ✭✭✭✭
    Nov 15, 2018

    Looking at the modem log. I suspect that someone in your area has a loose or missing ground wire connection on the cable ground protection block.  Those are uncommon, but notorious for causing wide spectrum noise and being impossible to remotely troubleshoot.  It takes a visual inspection of every cable drop installation to  find and repair. 

    Check your own house first, because it is SO embarrassing when the cause is right there in your own yard, even though it would still be the Tier 1 tech's fault for not checking it every time they came out in the past. 

    NOTE:  If the problem is a bad ground, it could affect ALL signals on the cable, including the cable TV and VoIP phone services as well as internet for your entire neighborhood. 

  • gregab25gregab25 Posts: 28
    Nov 16, 2018

    Thanks for all the replies and suggestions. 

     

    We called to set up an appointment just now. We described the problem on the phone to support and the lady on the phone said the signals levels looked fine (which is true) and she  said she saw no packet loss or time outs. She was NOT going to send out a technician until i mentioned this post on the forums and said a Spectrum Employee here, @Julia_R ,said we need a tech visit. 

     

    How can we have over a million uncorrectables and Spectrum support not want to send out a technician?

     

    Does anyone have any suggestions on how to approach the tier 1 tech and what info to provide?

     

    @karlbeckman  I will check the ground block in the  morning, but our cable tv is operating fine despite the Internet problems. Is there anything else that would cause errors across the entire frequency spectrum?

     

    @dstoffa That is exactly what happened but whatever the tier 2 guys did, or did not do, did not fix the problem, and since they do not communicate with us we cannot follow up with them and are sent back to tier 1. 

     

    The modem has an additional 200-300k more uncorrectables today on each channel. I would post a screen grab but the option to post an image like in the original post is no longer there. 

     

    Also some additional info for the tech savvy that might help in diagnosing the problem. The problem is always there but it is worse during the fall/winter.  We have suspected the cause of this to be TW rolling out upgrades during this period, but we are no longer sure about that. The problem is also worse during the day during "high volume" hours.  The evenings are typically when the problem is at its worst.

     

    I will update after the tech visit tomorrow. 

     

     

     

     

  • James_MJames_M Posts: 2,094 ADMIN
    Nov 16, 2018

    @gregab25,  

     

    I can see in our diagnostic tool that your SNR and Downstream RX levels are out of range.  You can show the technician this post and your modem logs.   If the issue is not resolved, please let us know.  

  • gregab25gregab25 Posts: 28
    Nov 16, 2018

    Okay, technician just left. Cannot say enough nice things about this technician who asked to remain anonymous. He was super nice and very forthcoming. He showed me all the signal levels and explained what everything was on his diagnostic tool. The signals all came back good. 

     

    At first the MER and BER went red, but he replaced the strip of coaxial he was using, and they then stayed green. This still concerns me but i trusted what he had to say and hopefully it was just the coaxial cable. 

     

    The problem, according to the technician, was that the modem had not been registered. We got mail a few weeks back saying we needed to upgrade our modem. When we went to the office to pick a new one up we were told the new modem was preregistered. But it was not. Therefore TW thought we were stealing internet and the modem was thus being throttled.  

     

    The problems in the past with the noise may have been fixed and the problem persisted because I had been in the habit of turning off the modem every night and it may have therefore been throttled. 

     

    The technician suggested if I have problems in the future i check registration.rr.com to make sure the modem has not become unregistered after an update/power cycle. 

     

    The technician said that uncorrectables do not matter on the TW/Spectrum network. This goes against everything i have read on the internet, but i have no reason not to believe him.  

     

    I am both skeptical (uncorrectables - ber - mer) and hopeful (technician explanation) that this problem is resolved. If it is not i really do not know where to go from here. 

     

    I would like to say again the technician was very helpful and professional and represented Spectrum well if any management pays attention to such things. 

     

     

     

     

  • James_MJames_M Posts: 2,094 ADMIN
    Nov 16, 2018

    @gregab25

     

    Thanks for the update and feedback.  Sounds like the issue is resolved, but please let us know if the issue returns.  

     

     

     

  • reds91185reds91185 Posts: 2,452
    Nov 16, 2018

    Hopefully your problem is fixed now. I would just like to say that uncorrectables can be a symptom of a larger problem (damaged coax or loose connectors, for example). 

     

    Also, there really is no reason to turn off the modem...in fact it can really cause you more headaches.

  • gregab25gregab25 Posts: 28
    Nov 18, 2018

    errors3.pngerrors4.png

     

    @James_M

     

    The technician stated the T3 timeouts were due to the modem not being registered, but they continue to happen.  RCS Partial Service and Lost MDD messages are also being logged. 

     

    We had wide spread pixelation on the tv last night between 8-10pm and we are still getting occasional buffering on Twitch and Youtube. During gaming we get bursts of packet loss that disconnect us from the servers. 

     

    I have been told ping -t isn't the best tool, but i am seeing a few dropped packets on a ping -t test to google. 

     

    I really do not know what to do. The technician showed me that the signal looked good everythnig was green except the MER and BER, which both went green after he changed the coaxial he was using. 

     

    The error messages and uncorrectables on the modem really bother me, especially when there is video buffering and a small amount of packet loss.   I also believe the sample size the technicans use of testing for five minutes or so is too small for intermittent problems. 

     

    Can someone definitively tell me if these uncorrectables and modem error message are fine or if i have a ongoing problem? 

     

     

  • gregab25gregab25 Posts: 28
    Nov 20, 2018

    errors5.png

    Monday November 19 2018

    Location: Irving, Texas 75062

     

    Problems persists. It is absolutely awful during the evening. Same error messages have been repeating every minute for hours. Yet cannot get anyone at Spectrum in Irving, Texas to diagnose the problem. 

     

    Beyond Frustrated. 

     

    @James_M @Julia_R

     

     

  • James_MJames_M Posts: 2,094 ADMIN
    Nov 20, 2018

    We'd be happy to look into this and troubleshoot further with you.  

     

    Please contact us at: 

  • gregab25gregab25 Posts: 28
    Nov 20, 2018

    11202018morning.png

    Posting this to show the typical behavior of our problem. You can see from the last post, that when the intermittent probem is going, it is at its worst during the evening.  Now, looking at this current log, shows  that during the dead of night there are much less issues. Then around 10-11am the errors start and continue throughout the day peaking in the evening. This has always been the pattern for as long as we have had problems. 

     

    We have scheduled another tech visit for Wednesday between 7-8pm hoping to catch it then. So far our luck has not been good with having issues while the tech is here. 

  • gregab25gregab25 Posts: 28
    Nov 21, 2018

    - Updated original post to include suggested data to get help from community. 

    - Updated thread subject to better reflect the problem. 

     

    112118_00_00_00.pngAs you can see from this log, the issues today mainly occured around 2pm and between 4-6pm. Whereas the previous day it was 7-9pm. 

     

    Also, the last two nights, some time around midnight some of the DCID channels have changed without the modem being turned off. This has reset the correctables/uncorrectabes counter for the affected channels.  The correctables/uncorrectables continue to rise across all channels however. 

     

     

  • gregab25gregab25 Posts: 28
    Nov 25, 2018

    Spectrum is trying very hard to find the problem, but unfortunately a tech needs to be out at the same time the intermittent problem is occuring. So far this has proved difficult. 

     

    The support from Spectrum and the techs has been great. Cannot fault them for their efforts. 

     

    Things were fine for the most part over Thanksgiving, Black Friday and Saturday. Then this morning: 

    1125sundaymorning2.png1125morningcorrectables.pngpathping.png

     

  • gregab25gregab25 Posts: 28
    Nov 28, 2018

    Luck was finally on our side Monday night. Had another great technician out and the problem was actually occurring while he was here. Such a relief! The problem is  a bad MER and BER. Technician found bad signals at the modem and then at the line into the house.  A line maintenance crew is suppose to come out and fix it. Crossing our fingers everything gets fixed. 

  • gregab25gregab25 Posts: 28
    Nov 29, 2018

    So we got a voicemail at around 9am this morning saying the line work had been completed, yet they did not fix the problem. Uncorrectables 10000 at a time, same T3 timeouts, RCS partial service, and MDD errors. 

     

    The only difference we can see after line maintenance is a higher downstream power level which is at almost +12 on some channels. Pretty close to out of spec. 

     

    We were given an 888 to call to report if the problem was not fixed. When we called this number it said we were being transferred to a rep and then a  recorded message played saying "this is RC tech support" and then the call ends. 

     

    We called the regular Spectrum support number and the rep said we have to go all the way back to step one, with a tier 1 support havng to come out to catch the intermittent problem again!

     

    This is an exact repeat of our experience in 2017. Three techs out to catch intermittent problem. Third tech sees signal issues at the tap. Line maintenance comes out and does not fix the problem, and we are kicked back to step 1. 

     

    The technicians and support people at Spectrum have been fantastic, but we are growing frustrated with this process. 

     

     

  • karlbeckmankarlbeckman Posts: 2,206 ✭✭✭✭
    Dec 01, 2018

    Before you blame the Spectrum field maintenance team, give your modem some time to readjust.  The DS levels should recalibrate after the modem goes through a ranging cycle overnight.   If your are still seeing signal levels above +10 tomorrow, make the phone call.

  • gregab25gregab25 Posts: 28
    Dec 01, 2018

    Had another technician out Friday 11/30 4-5pm and the problem was not occuring while he was here. He verified again that all the cables in the house were good. They are suppose to have a minimum rating of 30 and they all came back in the 50's.

     

    The modem logs and FEC counters were reset because he needed to disconnect the modem but here are the logs from just overnight which is usually when the problem is at its minimum. 

     

    You can  ignore the event logs outside the red box because that is from the technician visit. 

    But you can see still hundreds of thousands of uncorrectables across the entire spectrum and T3 timoutes and partial service. 

     

    And remember this is 36-48 hours  post line maintenance:

     

    1.png2.png

     

    @karlbeckman

    Thanks for the input. I am trying to my best to limit my posts to only events, facts, and documentary proof of the problem.  I have always been courteous and respectful to the Spectrum employess i have dealt with. However after dealing with this for well over two years I am pretty frustrated. We feel like we are getting the run around. There is more i coud say on the speculative side and what is going on but i am not going to at this time. 

     

     

     

  • gregab25gregab25 Posts: 28
    Dec 02, 2018

    Sunday's are always very bad for us. I do not know why but the intermittent problem is at its worst on Sundays. We completely lost service at around 1:10pm CT. Modem went offline for five minutes or so which is unusual. It usually stays online even when there is degraded service. 

     

    First time we have seen a T4 timeout and the TLV-11 Illegal Set operation failed messages. 

     

     

    12_2_2018_Sunday.png

  • gregab25gregab25 Posts: 28
    Dec 05, 2018

    After two more technician visits and a call to phone support, our case seems to have been escalated.  A supervisor gave us a call Tuesday and said they were going to send someone out today (Wednesday) along with possibly a line maintenance person.  

     

    A QC technician came out and at first did not find anything at the modem or the ground block.  I was really worried and wondering if we would ever catch this intermittent problem again.  Then the QC went out to the tap at the pole, and when he came back he said he found errors out there. He said the errors were on BER and DQI. He said that he could tell the tap had been recently replaced. (probably from the last line maintenance - so that's good) The problems must be further up on the main line. 

     

    The QC tech said that sometimes  a line maintenance person comes out with him but no one was sent out today. He is therefore going to schedule another line maintenance visit. 

     

    Crossing our fingers again. Hopefully the problem is occurring when line maintenance comes out so they can see it and fix it. 

     

  • reds91185reds91185 Posts: 2,452
    Dec 06, 2018

    I know it's a pain in the rear to keep calling but seems that you are making progress. Patience pays off.

  • gregab25gregab25 Posts: 28
    Dec 14, 2018

    I see my posts are about our ongoing problem are now being deleted. I don't blame you Spectrum. I would be embarrassed too if my employees acted like the line maintenance people did out here in Irving. 

     

    This whole issue of not being able to fix a problem ought to be embarrassing as well, but no one at Spectrum seems to be bothered by that.  But having a post detailing the line maintenance persons behavior on a visit, which probably explains why the issue is not being fixed --  that cannot be tolerated. 

     

    We have had 9 technicians out and a QC technician.  Several times they have identified  problems at that tap.  Three times they have called line maintenance out and they have not fixed the problem. I think that speaks for itself. I could go into further detail about the shocking lack of professionalism by the last line person but that appears to get your post deleted. 

     

     

     

     

  • gregab25gregab25 Posts: 28
    Dec 14, 2018

    And the problem continues: 

     

    No one at Spectrum, whether supervisor or management, has contacted us wanting to get this fixed after three years, nine tech visits, a QC tech visit, and three line maintenance calls. 

     

    12_14_2018_EL.png12_14_2018_FEC.png

  • gregab25gregab25 Posts: 28
    Dec 15, 2018

    Well, another day and more quality Spectrum service. The event log is rolling over because it cannot handle all the errors. Yet line maintenance responsible for Irving, Texas cannot find the problem.

     

    Its now been more than a month since i started this post hoping someone at Spectrum would care enough to help us get this fixed, but it seems no one cares. 

     

    12_15_2018_EL1.png12_15_2018_FEC1.png

     

  • gregab25gregab25 Posts: 28
    Dec 15, 2018

    I called phone support and set up another appointment.  This will be our sixth or seventh house technician call alone since mid November not including line crew or QC tech visits.  Phone support escalated it because of the number of visits already. He called it "sounding the alarm."  According to phone support, a supervisor should be coming along or making contact.  We've heard this before and a supervisor hasn't made contact. So we shall see. 

  • gregab25gregab25 Posts: 28
    Dec 16, 2018

    It has been less than 2 hours since my last log posts. I am posting this to show how bad our problem is. 

     

    Notice the differences from the last logs. More than 300,000 uncorrectables in less than two hours. 

     

    12_15_2018_EL2_ADDACK.png12_15_2018_FEC2.png

  • karlbeckmankarlbeckman Posts: 2,206 ✭✭✭✭
    Dec 17, 2018

    Your modem is not receiving signals on all 24 channels at the correct levels.  This is visibly apparent in the signal logs you just posted.  The differential between weakest and strongest channel is supposed to be 3 dB or less.  This condition appears to be a result of the ranging failure you identified with the red box in the status report log. 

    In short, the local cable system is not allowing your modem to adjust its internal amplifiers to compensate for maintenance errors on the cable trunk backbone.  You  need to get Spectrum out there so the home service tech can verify what the modem has reported, then get the line maintenance crew out to adjust levels of individual channel signals. 

This discussion has been closed.