arait
join:2009-06-21
Honolulu, HI
| reply to arait
Re: [TWC] Road Runner Intermittent problem. Techs have a hard ti
My Problem is Solved.
Finally after weeks of complaining to Road Runner, they have fixed it.
Its been 3 days so far without any disconnects or Lan unplugged.
To solve it this is what they did. I live in a apartment and there are 5 other units
around us, that makes a total of 6 units. So there is a 6 way splitter outside, which i do not have access of. Out of that splitter outside there is a rg58 or rg59 coax cable (i forget) running inside of the house. All they did was replace that wire with a rg6. They also changed my modem with the same model just in case i got 3 bad modems in a row.
So I think the problem was just the bad coax cable (rg58 or rg59). This is something that i couldn't fix myself because apartment buildings have limited access to things.
Special thanks to everyone for trying to help me. |
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arait
join:2009-06-21
Honolulu, HI
1 edit | reply to arait
I know its not the wiring inside of my house because it all looks good. I live in a apartment building, so checking the outside is very limited for me.
So far my problem is just that i get so many T3 timeouts and it can happen anytime. Internet can be good for hours, then seems like the modem resyncs and i get a T3 timeout.
This is what the techs did so far. They replaced the 3 way splitter with a DC tap and they replaced a 6 way splitter, that is outside of the apartment building. That's all the area foreman did and now they said they will follow up with me on Monday.
I still have the problem, but i hope they can fix it soon. I'm being very patient with them and the techs have been nice. I'll just keep calling them until its fixed.
I think the techs are not trained well enough over here because i had to show him how to access the logs on the modem, he was trying to access it and i had to show him how and he was taking down notes from me. He also connected my modem on a DC tap and connected my modem on the side with more signal loss. I told him my upstream went up to 51.3, he said as long as its under 52. So i rolled with it for a while, but i still get the problem. Then later i decided to give my cable modem better signal, by placing the coax cable with less signal loss.
My signals got better, but i still get frequent T3 timeouts.
I would of signed up with DSL by now if i had the choice. |
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cousintim
join:2004-10-10
Dallas, TX
| reply to JoesphM
said by JoesphM :
I'm betting its guaranteed a The vast majority of upstream problems are caused by noise getting in the system or excessive attenuation. Damaged cable, damaged equipment, loose connectors, illegal connections, and failed equipment are the biggest causes. Very wise words. |
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JoesphM
@rr.com
| reply to arait
said by arait  : I'm betting its guaranteed a headend thing. I'll take that bet.
The vast majority of upstream problems are caused by noise getting in the system or excessive attenuation. Damaged cable, damaged equipment, loose connectors, illegal connections, and failed equipment are the biggest causes.
Rarely is it a headend problem.
P.S. I've worked installation, service, dispatch/routing, tech support, plant maintenance, and headend for a couple different cable providers. |
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arait
join:2009-06-21
Honolulu, HI
1 edit | reply to sivran
Cable foreman came by today, all he did was isolate the splitter (something like that). But when he did that my upstream level went up to 51.3 dBmv, i told him thats kind of high, but he said as long as its under 52. He did check the wiring outside and he said everything looks normal.
But the cable foreman called the office and asked them about my history on my modem and they said i had a bunch of T3 and T4 timeouts. I overheard that i had over 1000 T3, T4 timeouts and its increasing. So he told me it could be something in the head end. They will call me back in 4 days to follow-up.
I hope what he did with the splitter will fix this. But I don't like how my upstream increased because of it. I remember when i first signed up my upstream was at 61 dBmv, but it just decreased on its own, down to 45 dBmv at one time.
I'm not liking this, but at the same time this is interesting because i want to see whats causing the problem. I'm betting its guaranteed a headend thing. I think it started happening when that UFC fight between Lyoto Machida and Rashad Evans. |
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sivran
Long Live The Suite
Premium
join:2003-09-15
Arlington, TX
clubs:
 ·RoadRunner Cable
| reply to arait
Sounds like a signal problem, really. Bad hardware on your computer wouldn't cause the modem to lose sync or reboot itself like it's doing. So, we're left with bad signal in general, or bad cable. Bad power from the outlet the modem's plugged into might also be a factor, though less likely.
In short, problem exists between modem and ISP.
--
The right of the people to be secure in their persons, houses, papers, and effects, against unreasonable searches and seizures, shall not be violated, and no warrants shall issue, but upon profitable cause... |
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arait
join:2009-06-21
Honolulu, HI
2 edits | reply to arait
Apparantly the problem just happened again, this time not in the hours of 9pm-12am. My girlfriend just called me at about 1245pm and told me the internet did it again. Just to be sure i will change my power supply. If anything hopefully the area foreman can fix this issue tomorrow.
I remember when the problem first started sometime near May 24th. It would do it before 9p-12a, and it would do it anytime it wants to. But lately it was just doing it between 9p-12a. Now it did it at 1245p. I guess i think it just happens between 9-12 is because thats when i use the internet the most. But my gf is home and now it has happened to her. |
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arait
join:2009-06-21
Honolulu, HI
| reply to arait
I think i can rule out the power supply because why would my power supply only act up during those times. Plus when the modem desyncs, i get the "Lan unplugged" message. Then when it syncs back up right away its says Lan connected.
So i tried putting a router in between my modem and computer. Everytime the modem desyncs, i would NOT get the "Lan unplugged" because the router is still connected to the computer. But visually i can see the modem desyncing and then resyncing. In the middle of the desync and resync i can't go online. So i can rule out power supply because my router can stay connected.
But anyway, last night...i went online between 9pm-12am and i haven't been dropped even once. Maybe the problem fixed itself, but im not convinced yet. I will be more convinced when i get stable connection for at least a week. I have the foreman scheduled earlier this time (this thursday). I will keep you all up to date. |
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Reinvent3d
join:2004-12-06
Camarillo, CA | reply to arait
DMM's are your friend. If you have a bad power supply, you could have an electrical problem which could affect your connection. Interference, etc... |
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arait
join:2009-06-21
Honolulu, HI
| reply to arait
it couldn't be a bad power supply on my computer could it? I remember I had to remove the cage thing in front of the fan because it was hitting it. Seemed like the power supply fan lowered. Also notice a kind of whistling noise coming from the power supply sometimes. But i don't receive symptoms of a bad power supply like random reboots or BSOD. Can anybody rule this out from my connection problem? |
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arait
join:2009-06-21
Honolulu, HI
| reply to arait
I checked the signal, during those hours i get dropped. Nothing suspicious enough to cause the drop. I even checked the signal while downloading something. Although all the numbers change dramatically when the modem is dropping, then resyncing...but that is expected. Then numbers go back to normal when everything is synced up.
daveinpoway maybe you are right, i might be getting noise in my connection in those hours maybe. All the wiring looks good in my house, must be something outside of my house. I live in an apartment building, maybe my neighbors are doing something to cause this.
I shall post a youtube video on what my modem is doing. I can't do it today because its my grandma's birthday, but i will do it tomorrow or maybe tonight if i get back home in time between those hours. |
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daveinpoway
Premium
join:2006-07-03
Poway, CA | reply to arait
I see that there are a number of T3 errors in the log. A few T3's every so often are OK, but a lot of them could indicate that you have a noisy connection. |
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Reinvent3d
join:2004-12-06
Camarillo, CA | reply to whiteyonenh
Yeah, I had to think about it for a bit. But, services can show fine when idle, and then of course as soon as ANY load starts up, it can immediately de-sync you by the power level creeping up, and then BAM! It's out! |
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whiteyonenh
join:2004-08-09
Keene, NH
clubs:
| reply to Reinvent3d
said by Reinvent3d :When your service is about to go out, do you think you can try and access the modem to see what the current values are? This could be an indication that it's a wiring problem in your home. It can drastically show a difference, where your upstream, and downstream spike to cause a de-sync. Very good point, and something I didn't think about, good catch. I'd also like to see what the signals are right around the time that they normally disconnect. |
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Reinvent3d
join:2004-12-06
Camarillo, CA
| reply to arait
When your service is about to go out, do you think you can try and access the modem to see what the current values are? This could be an indication that it's a wiring problem in your home.
It can drastically show a difference, where your upstream, and downstream spike to cause a de-sync. |
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arait
join:2009-06-21
Honolulu, HI
1 edit | reply to arait
Signal
This page provides important information about the status and quality of the communications between your cable modem and the cable modem network.
Downstream Channel
The data shown in the table below provides information about the signal coming from the network to your cable modem.
Downstream Status
Operational
Channel ID
39
Downstream Frequency
597000000 Hz
Modulation
256QAM
Bit Rate
5120000 bits/sec
Power Level
-1.1 dBmV
Signal to Noise Ratio
36.2 dB
Upstream Channel
The data shown in the table below provides information about the signal being transmitted to the network from your cable modem.
Upstream Status
Operational
Channel ID
1
Upstream Frequency
27400000 Hz
Modulation
16QAM
Bit Rate
1024000 bits/sec
Power Level
45.8 dBmV
Here are the logs:
Tue Jun 23 00:58:34 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Mon Jun 22 09:51:27 2009 Critical (3) No Ranging Response received - T3 time-out
Mon Jun 22 09:10:34 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Mon Jun 22 09:10:26 2009 Critical (3) No Ranging Response received - T3 time-out
Mon Jun 22 07:31:33 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Mon Jun 22 07:31:26 2009 Critical (3) No Ranging Response received - T3 time-out
Mon Jun 22 07:05:33 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Mon Jun 22 07:05:23 2009 Critical (3) No Ranging Response received - T3 time-out
Sun Jun 21 08:29:34 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Sun Jun 21 08:29:27 2009 Critical (3) No Ranging Response received - T3 time-out
Sun Jun 21 08:13:33 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Sun Jun 21 08:13:26 2009 Critical (3) No Ranging Response received - T3 time-out
Sun Jun 21 07:52:36 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Sun Jun 21 07:52:27 2009 Critical (3) No Ranging Response received - T3 time-out
Sun Jun 21 07:07:33 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Sun Jun 21 07:07:26 2009 Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Tue Jun 16 21:09:20 2009 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Tue Jun 16 21:09:20 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Tue Jun 16 21:09:20 2009 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f... |
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arait
join:2009-06-21
Honolulu, HI
1 edit | reply to Bb User
Yes i will keep scheduling, but i always have to wait a week or 2 weeks just to get someone out here. It takes so long everytime and its just hard.
My gf takes online courses between those hours after work and its just been hard on her this past month because she has to stream videos sometimes or do research. It seems like the problems happens is when she is loading a page or loading a video. Or when i play my PC games, but always between 9pm-12am.
Any former/current cable techs seen this type of issue before. I'm so desperate right now, i might have to talk to a manager when i get home, im at work now.
I will try that signal thing whiteyonenh and post it. |
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Bb User
@rr.com
| reply to arait
said by arait :The feature is not enabled on the modem they give me. Road runner must have turned off the log. Roadrunner doesn't disable the features on the modems, they come with access disabled by default. The provider could turn them on again if they write and push a custom boot file with that feature switch enabled, most don't because it's non-standard and a hassle.
Keep scheduling calls until it's fixed. Basically become the "squeaky wheel"... |
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whiteyonenh
join:2004-08-09
Keene, NH
clubs:
1 edit | reply to arait
Here is my stats, although I'm in NH |
That should get you full access to the modem for a few minutes, you still will not be able to see the upstream SNR, but will be able to access logs and the rest. |
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arait
join:2009-06-21
Honolulu, HI | reply to arait
The feature is not enabled on the modem they give me. Road runner must have turned off the log. I asked them if they could check the log, but it seems like they try to ignore me when i try and say that and bring something up. |
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