swanny
join:2009-10-23
Apopka, FL
| [Internet] CFL Internet issue > Modem keeps dropping connection
What is a reasonable amount of tries to resolve an ongoing issue before one should just throw in the towel, accept defeat and move on to another service?
I have an issue with my internet consistently dropping and the modem has to reestablish connection. Then the internet will be fine for hours or days, then drop repeat. This occurs at anytime of the day or night.
- BH has had us go to the local office to replace the modem, twice now. (Service is Orlando CFL)
- Sent a BH Tech to look at the issue, he found some issues and corrected them but did not resolve the issue.
- Sent a contractor to run a dedicated line for the modem. So he ran line from outside directly to modem. This did not resolve the issue.
- Called in once again and asked to speak with supervisor. I was able to speak with someone who said they where a supervisor and scheduled a senior tech to come out.
- Senior tech came out and found nothing major and everything seemed fine. Issue continues...
When I spoke with the supervisor he left me his name (Chris) and direct phone number and told me to call him directly if the issue was not resolved by the senior tech. I have now left 4 messages on his voicemail and he has not returned any call. I am getting tired of having to explain the issue every time I call in and was glad to have a direct point of contact, but now it appears I am stuck again. I realize that intermittent issue are hard to track down and solve, but each time I have needed to have someone come out it has been a week or so and now I cannot even get a call back for the person who said he would be willing to help see this issue though.
I am just wondering with everything I am seeing with other folks issues if I should just move on to another service. My only other option is Embark DSL. I love the speed of Cable and when its running it is super fast. I hate to loose that speed but I might have no choice to get reliable service. I know I might be preaching to the choir but I needed to vent a little. |
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phdeez
join:2003-06-05
Winter Park, FL | Re: [Internet] CFL Internet issue > Modem keeps dropping connect
Maybe the Supervisor is on vacation, or sick. I'm sure BHN has a history of your line problems, so call in, have them check the previous tkts and go from there. |
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cableguy
Premium
join:2009-01-20
| reply to swanny
Right around the time the modem drops and comes back on,, you can see what the signal looks like. It could be operating at the threshold. Type in »192.168.1.100 this should bring you to the modem diagnostic screen. You'll have to be connected strait to the modem (no router or hardware firewall) Go to my profile and there's a specs chart.
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GIT R DONE |
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swanny
join:2009-10-23
Apopka, FL
| okay, I will check and post. Last night (overnight) I can see:
SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period
and then today that is shown as the errors when the outage happens:
- No Ranging Response received - T3 time-out
- TLV-11 - unrecognized OID
phdeez: I understand that people go on vacation and can get sick.. I have a hard time with BH not having another person monitoring sick and vacations. But I will give the benifit of the doubt. As stated, I could call in and talk to some one else.. but getting tired of have to explain it all the time.
Thanks!
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cableguy
Premium
join:2009-01-20
| Those ranging error are not equivalent to your modem dropping it's connection. It could be a symptom of a problem though only if you get a lot of T3 errors. It's only the modem doing a power adjustment and similar to a lost packet.
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GIT R DONE |
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swanny
join:2009-10-23
Apopka, FL
| It dropped on me this morning. I was unable switch it over from the router in time as requested. What I did see what the upstream appears to be on the borderline side according to your information list in the profile (of course this is what I see the router inline)
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Downstream
Freq/Power: 615.000 MHz 6 dBmV
Signal to Noise Ratio: 36 dB
Upstream
Freq/Power: 33.008 MHz 31 dBmV
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The modem logs are only showing 1 lines of error:
10/24/2009 12:54 1040100 6 TLV-11 - unrecognized OID
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Couple of interesting stats from the modem.
CM State Screen:
DHCP Attempts to obtain CM IP Address:
12 Attempt(s)
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Status Screen (1st tab)
Under the Interface Parameters area this:
Interface Parameters shows Interface 'MTA' as 'passWithWarnings' under the 'Perversioned' column
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Modem Firmware build
Firmware Name: TS050319_110108_MODEL_4_5_6_D11PLUS
Firmware Build Time: Sat Nov 1 18:27:35 EDT 2008
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Dont know if any of this extra information would help be figured it could hurt...
Thanks |
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cableguy
Premium
join:2009-01-20
| 31db is near the cutoff range. You modem is operating too close to the return signal noise floor. Similar to a person talking at a normal voice but in a very loud place. If they could get that number higher (at least 36db) it could just fix your problem because your other signals look great. The system tech (not the house guy) should be able to correct this.
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GIT R DONE |
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swanny
join:2009-10-23
Apopka, FL
| We have seen 5 disconnects this morning.
This last one shows:
Upstream
Freq/Power: 29.504 MHz 31 dBmV
Is it normal for the Freq to change like that?
Also the modem's Event Logs still only show for each time it disconnected:
10/24/2009 14:55 20000200 3 No Ranging Response received - T3 time-out
10/24/2009 14:55 1040100 6 TLV-11 - unrecognized OI
So I guess I need to call the BH support again. Is a system tech someone I should be asking to talk to? |
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cableguy
Premium
join:2009-01-20
| It's normal to change frequencies. It's just balancing the load on the router so it doesn't get too crowded on one port.
Unfortunately you'll need to go through the chain of command. System techs have to be dispatched and they don't normally take phone calls from customers. A good CSR should be able to take care of you properly. You might get priority if you just let them know you are already working with a supervisor.
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GIT R DONE |
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