dslreports logo
site
 
    All Forums Hot Topics Gallery
spc

spacer




how-to block ads


Search Topic:
uniqs
24866
share rss forum feed


BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:151

4 edits
reply to Menph

Re: [Internet] Bright House Orlando problems.

said by Menph:

Last two posts were out of order.

So. After tech argues with me that it's my home network some more, he goes down "to check the lines". Never came back. Called customer support again and now I have one more tech visit scheduled before it gets elevated to a supervisor. Was told again that they would not put me on WUG until it has been elevated as it is only offered to commercial users.

tl;dr: Regular tech coming out on sunday (requested that it be anyone but the one that I dealt with already), awesome.
Grrr.... I sent you a private message. Also was it a BHN tech or a contractor? If it was a contractor please call BHN tonight and make sure they send NOBODY but a BHN tech. There is no excuse for a tech just up and leaving like that UNLESS you were acting abusive in some way...and you wern't doing that right?

Oh and don't worry about the logs for now. My suggestion is you not even mention them to the tech.

WUG is not offered but is a tool available to tech support leadership (meaning leads/sups) are supposed to use for ANY customer that has ongoing issues of this type. It's another tool (one of many) that are available to assist with exactly these types of problems. So I don't understand why you are getting this response.

Menph

join:2010-05-28
Orlando, FL
Took the advice you sent in PM. He said that he would escalate the matter for me. As far as the tech, I believe it was an actual BHN tech, but there was no abuse. He was upset about having to come back to begin with, and I would not accept his explanation that the problem is with my internal network and not the lines (which I understood that he would not be able to do anything else for).


BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:151
said by Menph:

Took the advice you sent in PM. He said that he would escalate the matter for me. As far as the tech, I believe it was an actual BHN tech, but there was no abuse. He was upset about having to come back to begin with, and I would not accept his explanation that the problem is with my internal network and not the lines (which I understood that he would not be able to do anything else for).
I'm glad to hear that. I assume then they will make contact with you. You are in very good hands. If there is an outside issue that is affecting your building or your installation then it will get resolved. If everything is as you describe then it most likely not your network. If you have left anything out that might be important make sure you tell whoever you are working with.

Menph

join:2010-05-28
Orlando, FL
Update: had an amazing tech out that took the time to listen and watch the issue. Was told that customers nearby have been having the same issues, and on-demand dies during outage as well. Was not able to get much more than an apology for the service, but it was nice to have someone come out that didn't automatically go straight to 'not our problem'.

Also found out the previous tech gave us a discontinued modem, and the power cable he gave us was the wrong voltage and was shorting our ups.

So, just need a line tech to come out.


BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:151
said by Menph:

Update: had an amazing tech out that took the time to listen and watch the issue. Was told that customers nearby have been having the same issues, and on-demand dies during outage as well. Was not able to get much more than an apology for the service, but it was nice to have someone come out that didn't automatically go straight to 'not our problem'.

Also found out the previous tech gave us a discontinued modem, and the power cable he gave us was the wrong voltage and was shorting our ups.

So, just need a line tech to come out.
I assume he has booked the line tech or said he would?

Menph

join:2010-05-28
Orlando, FL

1 edit
Edit: Just called BH and they already turned the paperwork over to maintenance. According to the operator, they are working on it already.


BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:151

1 edit
said by Menph:

Edit: Just called BH and they already turned the paperwork over to maintenance. According to the operator, they are working on it already.
Very good!!! Now that may take a day or two so don't panic.


drizzy

@rr.com
reply to Cralb
Wanted to share a success story with you guys...

About two weeks ago, my Terayon TJ715X modem started to lose sync every night around 8p. It'd freeze up with all solid lights (test light and all) and it wouldn't regain sync until past midnight or so.

The logs were similar to caseynb's

1970-01-01 00:00:15 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
2010-05-20 16:39:18 3-Critical R002.0 No Ranging Response received - T3 time-out (US 1)
2010-05-20 15:04:30 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.

My downstream power was around -13dBmV, which is borderline but it's been at that level for as long as I remember with no issues and I'm a pretty big power user.

After about a week of nightly sync loss, I got annoyed enough to call BH about it. I called on a Saturday and they sent a tech on Sunday afternoon.

I was fully expecting to defend my network like I had to with the phone reps but the BH uniformed tech didn't waste his time or mine going that route.

First thing he did was disconnect the modem's coax and plug it into his meter to check the levels and right away he knew there was a real problem. We went outside and he ended up tracing the bad signal all the way to the curb.

He wrote down some levels and called in a maintenance ticket in front of me. He wanted to leave it at that but I knew I still needed a new modem because even when I disconnected the coax, the modem wouldn't unfreeze (all lights on) until it could regain sync.

He said my signal wouldn't be strong enough to activate a new modem anyway and I should wait to see if the problem persists after the maintenance guys fix the curb's problem... I didn't push getting a new modem because he seemed very competent and I was glad he escalated the issue after reading all the horror stories of lazy techs for years.

He said the maintenance guys would come out within 24 hours and sure enough two trucks were digging on my neighbor's lawn for a few hours on Monday morning.

Lost connectivity a bunch of times as expected, but I noticed an immediate downstream power increase, from the usual to -13dBmV to 7.5dBmV. The other levels greatly improved and are all optimal now as well.

Come Monday night, lost sync again... Tuesday morning, I went to an office to exchange the modem. Got a Webstar DPC2100R2.

Rock solid since.

So basically it was just coincidence that the Terayon failed (contractor installed it years ago) and BH finding out about their problem but I'm just grateful their tech was proactive.


BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:151
reply to Cralb
Very good to hear!

Zoney

join:2004-10-13
Longwood, FL
reply to Menph
said by Menph:

Ugh. They sent the same tech out.
He argued with me that the problem is in my computer and that he would send a computer tech out. He also refused to put me on WUG saying that brighthouse does not offer it anymore. Would not look at modem and says my connection is fine, regardless of whatever the logs show.
They've told me that more than once. They seem to change their tune a little when I ask how that makes the cable light go out, blink, etc, also since it happens with 2 different routers, with no router, 2 different nics.. Next plan is when they go on that kick, start disconnecting everything from the cable modem overnight and wait for it to happen.

Menph

join:2010-05-28
Orlando, FL

1 edit
reply to Cralb
So, new update to the problem.

They sent a priority tech out, he's going to run a new line straight from the tap since ours has a couple splices inside the downstairs apartments' patios. He also noticed that our coax line has about 5volts of electricity running through it. Have no idea what could be causing it. Our TV is brand new, and the only two things plugged in are our cable box and the modem. I pulled the wall outlet they're plugged into to check the ground, and everything looks clean on the inside.

Going to try swapping out cable box now to see if that helps the problem any.

Edit: Does anyone know where I can find a voltage blocking coupler for coax locally? Tried radio shack, but they stopped carrying them.

Ran a few tests(Basically, shocking myself until I found out where the problem was), and without any device at all plugged in was getting shocked when the dvr was connected to coax straight to wall(after I had already shorted the line). From what I can tell, this means that power has to be coming into the line from outside the apartment somewhere, which hopefully the tech will fix with a new drop.

Looking for that coupler as more of a bandaid fix, I realize that just fixing the problem outright is a far more beneficial solution. Mainly troubleshooting to see if that's the cause.


BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:151

2 edits
said by Menph:

So, new update to the problem.

They sent a priority tech out, he's going to run a new line straight from the tap since ours has a couple splices inside the downstairs apartments' patios. He also noticed that our coax line has about 5volts of electricity running through it. Have no idea what could be causing it. Our TV is brand new, and the only two things plugged in are our cable box and the modem. I pulled the wall outlet they're plugged into to check the ground, and everything looks clean on the inside.

Going to try swapping out cable box now to see if that helps the problem any.

Edit: Does anyone know where I can find a voltage blocking coupler for coax locally? Tried radio shack, but they stopped carrying them.

Ran a few tests(Basically, shocking myself until I found out where the problem was), and without any device at all plugged in was getting shocked when the dvr was connected to coax straight to wall(after I had already shorted the line). From what I can tell, this means that power has to be coming into the line from outside the apartment somewhere, which hopefully the tech will fix with a new drop.

Looking for that coupler as more of a bandaid fix, I realize that just fixing the problem outright is a far more beneficial solution. Mainly troubleshooting to see if that's the cause.
This is a VERY serious problem! You should not have voltage on that line. The tech that came out should have isolated it for you and given you directions as to what to do next. Normally this is a power company issue (like a grounding issue). While it may only be 5v now thats not saying it will remain that low. I've seen houses catch fire because of this very specifc issue so you need to get on this right away. I can't stress this enough.

Menph

join:2010-05-28
Orlando, FL
reply to Cralb
BHN sent out another tech today to run a fresh line to the apartment. Signal levels went up slightly, but the issue is still there. I'm pretty much done. Nothing but frustration for over a month. If you have anything I should try, please let me know.


BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:151
said by Menph:

BHN sent out another tech today to run a fresh line to the apartment. Signal levels went up slightly, but the issue is still there. I'm pretty much done. Nothing but frustration for over a month. If you have anything I should try, please let me know.
I sent you a pm...

mijagourlay

join:2010-06-21
Orlando, FL
reply to Cralb
downloadlog.csv.zip 8,446 bytes
log
downloadsignal-abbr.csv.zip 7,009 bytes
signal, abridged
I have been having a similar problem for about 3 weeks.

I've had Brighthouse at this address for several years, and this just started happening around 3 weeks ago.

The symptoms are very specific: The problem occurs only in the evening. The "start time" is typically betwen 7pm and 9:30pm. The "end time" is between 2amand 5am. The dropouts occur several times per hour. The duration of the dropouts is between a few seconds and 3 minutes.

During the dropouts I lose both phone and internet service. When I'm on the phone, the first phase of signal loss is that the other party cannot hear me but I can hear them. Within a few seconds I hear silence also, then the phone goes completely dead. No dial tone for a few minutes.

I wrote a script to probe the cable modem for information so I have extremely detailed information about when this occurs and the modem status during that time.

I attached some log files, in case anybody is curious. You can even see when the technicians came out and unplugged the modem. I won't say when it happened -- consider it a puzzle for really geeky people. But if you plot the data it's apparent when they were out. The signature of their tests is unmistakable -- looks nothing like the other outages.

Here is some sample signal data:

Mon Jun 21 20:42:44 EDT 2010 Not Ready 0 627000000 Hz 256QAM 42884296 bits/sec 4.4 dBmV 38.4 dB Not Ready 0 0 Hz QPSK 0 bits/sec 33.0 dBmV
Mon Jun 21 21:34:05 EDT 2010 Not Ready 0 627000000 Hz 256QAM 42884296 bits/sec 4.4 dBmV 38.6 dB Not Ready 0 0 Hz QPSK 0 bits/sec 33.0 dBmV
Mon Jun 21 21:38:03 EDT 2010 Not Ready 0 627000000 Hz 256QAM 42884296 bits/sec 16.9 dBmV 36.9 dB Not Ready 0 0 Hz QPSK 0 bits/sec 33.5 dBmV
Mon Jun 21 21:49:55 EDT 2010 Not Ready 0 627000000 Hz 256QAM 42884296 bits/sec 4.4 dBmV 38.1 dB Not Ready 0 0 Hz QPSK 0 bits/sec 33.0 dBmV
Mon Jun 21 21:55:03 EDT 2010 Not Ready 0 627000000 Hz 256QAM 42884296 bits/sec 4.4 dBmV 38.5 dB Not Ready 0 0 Hz QPSK 0 bits/sec 33.0 dBmV
Mon Jun 21 22:06:05 EDT 2010 Not Ready 0 627000000 Hz 256QAM 42884296 bits/sec 4.6 dBmV 38.5 dB Not Ready 0 0 Hz QPSK 0 bits/sec 33.5 dBmV
Mon Jun 21 22:06:12 EDT 2010 Operational 124 627000000 Hz 256QAM 42884296 bits/sec 4.5 dBmV 37.9 dB Ranging 1 20600000 Hz 16QAM 10240000 bits/sec 46.0 dBmV
Mon Jun 21 22:07:05 EDT 2010 Operational 124 627000000 Hz 256QAM 10256384 bits/sec 4.4 dBmV 37.8 dB Operational 1 20600000 Hz 16QAM 1024000 bits/sec 33.5 dBmV
Mon Jun 21 22:08:11 EDT 2010 Operational 124 627000000 Hz 256QAM 10256384 bits/sec 4.5 dBmV 38.2 dB Operational 1 20600000 Hz 16QAM 1024000 bits/sec 33.5 dBmV
Mon Jun 21 22:08:18 EDT 2010 Not Ready 0 627000000 Hz 256QAM 42884296 bits/sec 4.7 dBmV 38.4 dB Not Ready 0 0 Hz QPSK 0 bits/sec 33.5 dBmV
Mon Jun 21 22:08:25 EDT 2010 Operational 124 627000000 Hz 256QAM 42884296 bits/sec 4.6 dBmV 38.3 dB Operational 1 20600000 Hz 16QAM 10240000 bits/sec 33.0 dBmV
Mon Jun 21 22:08:54 EDT 2010 Operational 124 627000000 Hz 256QAM 10256384 bits/sec 4.6 dBmV 38.2 dB Operational 1 20600000 Hz 16QAM 1024000 bits/sec 33.0 dBmV
Mon Jun 21 22:27:36 EDT 2010 Operational 124 627000000 Hz 256QAM 10343584 bits/sec 4.5 dBmV 38.1 dB Operational 1 20600000 Hz 16QAM 1024000 bits/sec 33.0 dBmV
Mon Jun 21 22:27:43 EDT 2010 Not Ready 0 627000000 Hz 256QAM 42884296 bits/sec 4.7 dBmV 37.8 dB Not Ready 0 0 Hz QPSK 0 bits/sec 33.0 dBmV

Notice that immediately after the outage, my upload data rate skyrockets to 10x normal for a few seconds. Not sure if that's typical but it shows up quite clearly.

Here is some sample log data:

Tue Jun 22 00:43:39 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 00:43:45 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Critical (3)No Ranging Response received - T3 time-out
Tue Jun 22 00:58:16 2010 Notice (6)TLV-11 - unrecognized OID
Tue Jun 22 01:09:01 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 01:09:06 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 01:09:49 2010 Critical (3)No Ranging Response received - T3 time-out
Tue Jun 22 01:10:04 2010 Notice (6)TLV-11 - unrecognized OID
Tue Jun 22 01:10:53 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 01:33:27 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 01:34:44 2010 Notice (6)TLV-11 - unrecognized OID
Tue Jun 22 01:37:13 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 01:37:27 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 01:38:20 2010 Notice (6)TLV-11 - unrecognized OID
Tue Jun 22 01:40:10 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 01:54:23 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 01:55:17 2010 Critical (3)DHCP FAILED - Request sent No response
Tue Jun 22 01:55:29 2010 Notice (6)TLV-11 - unrecognized OID
Tue Jun 22 01:57:17 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 02:01:12 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 02:01:57 2010 Critical (3)No Ranging Response received - T3 time-out
Tue Jun 22 02:02:18 2010 Notice (6)TLV-11 - unrecognized OID
Tue Jun 22 02:03:29 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 02:07:36 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 02:08:14 2010 Critical (3)Received Response to Broadcast Maintenance Request But no Un...
Tue Jun 22 02:08:34 2010 Notice (6)TLV-11 - unrecognized OID
Tue Jun 22 02:08:40 2010 Critical (3)REG RSP not received
Tue Jun 22 02:08:43 2010 Critical (3)REG RSP not received
Tue Jun 22 02:08:45 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 02:20:37 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...

I have had 2 technicians visits. Both times I explained all of this information, and both times they checked the line and signal quality. They replaced some splitters that were apparently causing some reflections in the line.

But of course that does not explain why this problem is intermittent nor why it only occurs at night.

Both technicians recognized that there was nothing they could to do diagnose the problem unless it was happening. Since it only occurs at night, however, I will never get a technician to diagnose the problem.

I only need to use phone and internet at night (I work during the day, like most people) so this basically means the service is worthless.

Adding to the frustration is that when I call technical support, the wait times are typically over 10 minutes, so several times now the phone service has died while I was on the phone with customer support, then have to restart the entire process.

I have heard anecdotal reports from colleagues at work (a software development company -- so my colleagues are relatively informed and tech savvy) that they experience the same problems -- intermittent outages during the evening and nighttime, from Brighthouse.

So, basically, I give up and am in the market for a new ISP.

Ironically it looks like Brighthouse gets high ratings for the Orlando area, but unfortunately they have not been able to repair or even diagnose this problem.

I hear that CenturyLink (was Embarq) has pretty good reviews.

Anybody have recommendations for alternative ISP's for the Orlando area?

bysin6

join:2004-01-03
Maitland, FL
reply to Cralb
@mijagourlay:

Can I get a copy of that script? Sounds like a good diagnostic tool.

mijagourlay

join:2010-06-21
Orlando, FL
downloadpollCableModem.zip 1,002 bytes
Polling script
downloadfilterCableM···Data.zip 619 bytes
Post-processing script
downloadabbreviate.c.zip 1,663 bytes
Abbreviator C program
Attached 3 scripts: One script polls the modem, one C program that "abbreviates" the signal data to remove "uninteresting" data, and one more script that reformats the data into something Excel can digest more readily, for making plots. The filter script just removes units (like bits/sec, dBmV and Hz). The filter also reformats the "date" field into something Excel recognizes -- so, it removes the time zone and day-of-week. I could have done that other ways but for whatever reason what you see is how I chose to do it.

The point of the "abbreviator" is that Excel can only handle up to 32000 lines, when making plots. It's a silly limitation, but a hard one, so I had to remove uninteresting lines. So the abbreviator keeps any "interesting" lines (like when the frequency, signal strength, signal-to-noise ratio, bit rate is well outside normal values or status is anything other than Operational. It also keeps any lines immediately adjacent to an "interesting" line, for some context.

The script also pings a well-known website and logs that data.

Beware that two scripts are Bourne shell scripts that I run under Cygwin. So you'd have to install Cygwin (which is free). You'll also need to install wget from within the Cygwin installer.

Also, all it does is connect to the "web site" that the modem has built-in so it's specific to my kind of modem, which is a Scientific Atlanta.

But, for what little it might be worth, scripts attached.


BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:151
reply to mijagourlay
said by mijagourlay:

I have been having a similar problem for about 3 weeks.

I've had Brighthouse at this address for several years, and this just started happening around 3 weeks ago.

The symptoms are very specific: The problem occurs only in the evening. The "start time" is typically betwen 7pm and 9:30pm. The "end time" is between 2amand 5am. The dropouts occur several times per hour. The duration of the dropouts is between a few seconds and 3 minutes.

During the dropouts I lose both phone and internet service. When I'm on the phone, the first phase of signal loss is that the other party cannot hear me but I can hear them. Within a few seconds I hear silence also, then the phone goes completely dead. No dial tone for a few minutes.

I wrote a script to probe the cable modem for information so I have extremely detailed information about when this occurs and the modem status during that time.

I attached some log files, in case anybody is curious. You can even see when the technicians came out and unplugged the modem. I won't say when it happened -- consider it a puzzle for really geeky people. But if you plot the data it's apparent when they were out. The signature of their tests is unmistakable -- looks nothing like the other outages.

Here is some sample signal data:

Mon Jun 21 20:42:44 EDT 2010 Not Ready 0 627000000 Hz 256QAM 42884296 bits/sec 4.4 dBmV 38.4 dB Not Ready 0 0 Hz QPSK 0 bits/sec 33.0 dBmV
Mon Jun 21 21:34:05 EDT 2010 Not Ready 0 627000000 Hz 256QAM 42884296 bits/sec 4.4 dBmV 38.6 dB Not Ready 0 0 Hz QPSK 0 bits/sec 33.0 dBmV
Mon Jun 21 21:38:03 EDT 2010 Not Ready 0 627000000 Hz 256QAM 42884296 bits/sec 16.9 dBmV 36.9 dB Not Ready 0 0 Hz QPSK 0 bits/sec 33.5 dBmV
Mon Jun 21 21:49:55 EDT 2010 Not Ready 0 627000000 Hz 256QAM 42884296 bits/sec 4.4 dBmV 38.1 dB Not Ready 0 0 Hz QPSK 0 bits/sec 33.0 dBmV
Mon Jun 21 21:55:03 EDT 2010 Not Ready 0 627000000 Hz 256QAM 42884296 bits/sec 4.4 dBmV 38.5 dB Not Ready 0 0 Hz QPSK 0 bits/sec 33.0 dBmV
Mon Jun 21 22:06:05 EDT 2010 Not Ready 0 627000000 Hz 256QAM 42884296 bits/sec 4.6 dBmV 38.5 dB Not Ready 0 0 Hz QPSK 0 bits/sec 33.5 dBmV
Mon Jun 21 22:06:12 EDT 2010 Operational 124 627000000 Hz 256QAM 42884296 bits/sec 4.5 dBmV 37.9 dB Ranging 1 20600000 Hz 16QAM 10240000 bits/sec 46.0 dBmV
Mon Jun 21 22:07:05 EDT 2010 Operational 124 627000000 Hz 256QAM 10256384 bits/sec 4.4 dBmV 37.8 dB Operational 1 20600000 Hz 16QAM 1024000 bits/sec 33.5 dBmV
Mon Jun 21 22:08:11 EDT 2010 Operational 124 627000000 Hz 256QAM 10256384 bits/sec 4.5 dBmV 38.2 dB Operational 1 20600000 Hz 16QAM 1024000 bits/sec 33.5 dBmV
Mon Jun 21 22:08:18 EDT 2010 Not Ready 0 627000000 Hz 256QAM 42884296 bits/sec 4.7 dBmV 38.4 dB Not Ready 0 0 Hz QPSK 0 bits/sec 33.5 dBmV
Mon Jun 21 22:08:25 EDT 2010 Operational 124 627000000 Hz 256QAM 42884296 bits/sec 4.6 dBmV 38.3 dB Operational 1 20600000 Hz 16QAM 10240000 bits/sec 33.0 dBmV
Mon Jun 21 22:08:54 EDT 2010 Operational 124 627000000 Hz 256QAM 10256384 bits/sec 4.6 dBmV 38.2 dB Operational 1 20600000 Hz 16QAM 1024000 bits/sec 33.0 dBmV
Mon Jun 21 22:27:36 EDT 2010 Operational 124 627000000 Hz 256QAM 10343584 bits/sec 4.5 dBmV 38.1 dB Operational 1 20600000 Hz 16QAM 1024000 bits/sec 33.0 dBmV
Mon Jun 21 22:27:43 EDT 2010 Not Ready 0 627000000 Hz 256QAM 42884296 bits/sec 4.7 dBmV 37.8 dB Not Ready 0 0 Hz QPSK 0 bits/sec 33.0 dBmV

Notice that immediately after the outage, my upload data rate skyrockets to 10x normal for a few seconds. Not sure if that's typical but it shows up quite clearly.

Here is some sample log data:

Tue Jun 22 00:43:39 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 00:43:45 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Critical (3)No Ranging Response received - T3 time-out
Tue Jun 22 00:58:16 2010 Notice (6)TLV-11 - unrecognized OID
Tue Jun 22 01:09:01 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 01:09:06 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 01:09:49 2010 Critical (3)No Ranging Response received - T3 time-out
Tue Jun 22 01:10:04 2010 Notice (6)TLV-11 - unrecognized OID
Tue Jun 22 01:10:53 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 01:33:27 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 01:34:44 2010 Notice (6)TLV-11 - unrecognized OID
Tue Jun 22 01:37:13 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 01:37:27 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 01:38:20 2010 Notice (6)TLV-11 - unrecognized OID
Tue Jun 22 01:40:10 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 01:54:23 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 01:55:17 2010 Critical (3)DHCP FAILED - Request sent No response
Tue Jun 22 01:55:29 2010 Notice (6)TLV-11 - unrecognized OID
Tue Jun 22 01:57:17 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 02:01:12 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 02:01:57 2010 Critical (3)No Ranging Response received - T3 time-out
Tue Jun 22 02:02:18 2010 Notice (6)TLV-11 - unrecognized OID
Tue Jun 22 02:03:29 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 02:07:36 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 02:08:14 2010 Critical (3)Received Response to Broadcast Maintenance Request But no Un...
Tue Jun 22 02:08:34 2010 Notice (6)TLV-11 - unrecognized OID
Tue Jun 22 02:08:40 2010 Critical (3)REG RSP not received
Tue Jun 22 02:08:43 2010 Critical (3)REG RSP not received
Tue Jun 22 02:08:45 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...
Tue Jun 22 02:20:37 2010 Critical (3)Started Unicast Maintenance Ranging - No Response received - ...

I have had 2 technicians visits. Both times I explained all of this information, and both times they checked the line and signal quality. They replaced some splitters that were apparently causing some reflections in the line.

But of course that does not explain why this problem is intermittent nor why it only occurs at night.

Both technicians recognized that there was nothing they could to do diagnose the problem unless it was happening. Since it only occurs at night, however, I will never get a technician to diagnose the problem.

I only need to use phone and internet at night (I work during the day, like most people) so this basically means the service is worthless.

Adding to the frustration is that when I call technical support, the wait times are typically over 10 minutes, so several times now the phone service has died while I was on the phone with customer support, then have to restart the entire process.

I have heard anecdotal reports from colleagues at work (a software development company -- so my colleagues are relatively informed and tech savvy) that they experience the same problems -- intermittent outages during the evening and nighttime, from Brighthouse.

So, basically, I give up and am in the market for a new ISP.

Ironically it looks like Brighthouse gets high ratings for the Orlando area, but unfortunately they have not been able to repair or even diagnose this problem.

I hear that CenturyLink (was Embarq) has pretty good reviews.

Anybody have recommendations for alternative ISP's for the Orlando area?
You are also cross posting duplicate information from this thread under another id (aka "Mija" an anon poster). Please select ONE thread and stay with your registered nick and we will be happy to help you.


BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:151
reply to Zoney
said by Zoney:

said by Menph:

Ugh. They sent the same tech out.
He argued with me that the problem is in my computer and that he would send a computer tech out. He also refused to put me on WUG saying that brighthouse does not offer it anymore. Would not look at modem and says my connection is fine, regardless of whatever the logs show.
They've told me that more than once. They seem to change their tune a little when I ask how that makes the cable light go out, blink, etc, also since it happens with 2 different routers, with no router, 2 different nics.. Next plan is when they go on that kick, start disconnecting everything from the cable modem overnight and wait for it to happen.
Zoney i sent ya a pm. Whats the status of that?

mijagourlay

join:2010-06-21
Orlando, FL

2 edits
reply to BHNtechXpert
Click for full size
Brighthouse Outages
Right, I posted before I figured out how to register, then registered.

Also, I think people find it useful to know when other people encounter the problems they have. My early impressions reading this forum was that these were isolated incidents when upon further reading it turns out that they are pervasive.

No progress from Brighthouse but in case people find it useful I have attached an image of outages over the past few days. Interesting to see the pattern. Spikes (either up or down) indicate outages.

Note that the data goes right up until when I posted this -- still getting outages tonight.

Also note some spikes outside of the primary clusters. Some of those are when the Brighthouse technicians came out and disconnected the modem to run tests.

Also note some gaps in the primary horizontal line. Those indicate very long outages, in constrast to the spikes which correspond to relatively brief (~3 minute long) outages.


DCELL
RC J1DC-SP L

join:2010-06-17
Ocoee, FL
Reviews:
·Bright House
How did you come up with that log? I'd love to be able to do that and have something to show to a tech. THey've been out here 5 times, including a supervisor, in the last 2 months because of the intermintent outages. Swapped otu the modem once. THere's never been a problem when they're here. They have yet to climb the pole. Jim
Ocoee/34761


BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:151
said by DCELL:

How did you come up with that log? I'd love to be able to do that and have something to show to a tech. THey've been out here 5 times, including a supervisor, in the last 2 months because of the intermintent outages. Swapped otu the modem once. THere's never been a problem when they're here. They have yet to climb the pole. Jim
Ocoee/34761
Please define intermittent outages. Duration, time of day, weather, length, what type of service you have and what was affected. Thank you.

mijagourlay

join:2010-06-21
Orlando, FL
reply to DCELL
DCELL, check a few posts earlier, from yesterday, from me. I posted scripts and a program that I used to obtain the logs.

The plot you see is just from Microsoft Excel, scatter-plotting columns 1 and 10 (time versus bit rate) for the "abbreviated" signal log.

mijagourlay

join:2010-06-21
Orlando, FL

1 edit
Oh, I also should have mentioned that the last tech who came out here said that he would tell his supervisor to schedule a "maintenance" visit -- apparently another kind of worker -- during the outage that happens at night time.

He also gave me his cell number and told me to call him at night when the outage occurs. So I called him and left voicemail.

So far, no response or indication that anybody else (maintenance or otherwise) came out or performed additional diagnostics.

So I called BH several times (kept getting disconnected due to outages) and explained that techs had been out, that the outages occur only at night, etc.. In the end they offered to send out another tech.

I explained that I couldn't keep taking time off work for them to show up but that didn't alter their suggestion.

Sadness ensues.

Also, wonder how I manage to post these messages? Persistence. Each of these posts takes me several tries -- to catch a glimpse of what it's like to have service.


BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:151
said by mijagourlay:

Oh, I also should have mentioned that the last tech who came out here said that he would tell his supervisor to schedule a "maintenance" visit -- apparently another kind of worker -- during the outage that happens at night time.

He also gave me his cell number and told me to call him at night when the outage occurs. So I called him and left voicemail.

So far, no response or indication that anybody else (maintenance or otherwise) came out or performed additional diagnostics.

So I called BH several times (kept getting disconnected due to outages) and explained that techs had been out, that the outages occur only at night, etc.. In the end they offered to send out another tech.

I explained that I couldn't keep taking time off work for them to show up but that didn't alter their suggestion.

Sadness ensues.

Also, wonder how I manage to post these messages? Persistence. Each of these posts takes me several tries -- to catch a glimpse of what it's like to have service.
I have sent you a private message. Please check your IM box here at DSLR.

branthua

join:2010-06-26
I also should have mentioned that the last tech no response or indication that anybody else

mijagourlay

join:2010-06-21
Orlando, FL
reply to BHNtechXpert
Update:

Last night, third tech arrived. (He came out around 6pm so I didn't have to leave work early, but Brighthouse only offers that 6-8 timeslot once per week.)

(Aside: Tech 3 reported that starting around 4 weeks ago, repair orders have suddenly more than doubled and he speculated that it's due to the DOCSIS 3 upgrade -- as we also have suspected. Tech 3 reported that his house also has outages. He said BH was having trouble keeping up with all the additional service calls and techs were working arduous hours -- I'm paraphrasing.)

Checked the lines, found the signal was fine.

Swapped out my modem (admitting that it was unlikely to repair the problem).

First replacement modem could not provision the telephone line. After spending around 15 minutes on the phone with other BHN people he swapped out the modem AGAIN. More phone calls. Got second one (my third) working.

So now I have an SA DPC2203 (whereas old one was a WebSTAR DPX2203).

Download speeds are the same but upload speeds are aroudn half what they were before. I used to get around 960k up, now get around 560k up. I pointed that out and Tech shrugged it off.

Problem, as usual, began happening later that night. Over 2 dozen outages from 9:06pm through 6:23 am.

Called customer care yet again to report the problem so that there is a paper trail.

Looked into CenturyLink. Pricing and service seem comparable -- 10 Meg down plus phone (which is what I have now) is about the same. They don't advertise their upload speed but I doubt their upload speed could be worse than 560k which is what I get now with BHN.


BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:151
said by mijagourlay:

Update:

Last night, third tech arrived. (He came out around 6pm so I didn't have to leave work early, but Brighthouse only offers that 6-8 timeslot once per week.)

(Aside: Tech 3 reported that starting around 4 weeks ago, repair orders have suddenly more than doubled and he speculated that it's due to the DOCSIS 3 upgrade -- as we also have suspected. Tech 3 reported that his house also has outages. He said BH was having trouble keeping up with all the additional service calls and techs were working arduous hours -- I'm paraphrasing.)

Checked the lines, found the signal was fine.

Swapped out my modem (admitting that it was unlikely to repair the problem).

First replacement modem could not provision the telephone line. After spending around 15 minutes on the phone with other BHN people he swapped out the modem AGAIN. More phone calls. Got second one (my third) working.

So now I have an SA DPC2203 (whereas old one was a WebSTAR DPX2203).

Download speeds are the same but upload speeds are aroudn half what they were before. I used to get around 960k up, now get around 560k up. I pointed that out and Tech shrugged it off.

Problem, as usual, began happening later that night. Over 2 dozen outages from 9:06pm through 6:23 am.

Called customer care yet again to report the problem so that there is a paper trail.

Looked into CenturyLink. Pricing and service seem comparable -- 10 Meg down plus phone (which is what I have now) is about the same. They don't advertise their upload speed but I doubt their upload speed could be worse than 560k which is what I get now with BHN.
Seveal things have me toubled about this but lets start with a couple of things first.

I want you to run a couple of speed tests for me. I'm only interested in these two tests..

»speedtest.tampabay.rr.com

please capture a screen test of the results and post them here. (Run this test 3 times)

»www.ispgeeks.com/wild/modules.ph···pipSpeed

The test above will ask you for a SID ...you can make this anything you want but post back the results here and also include your SID please (run this test 3 times).

We'll take it from there...


BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:151
reply to branthua
said by branthua:

I also should have mentioned that the last tech no response or indication that anybody else
Your post makes no sense...please explain.

mijagourlay

join:2010-06-21
Orlando, FL

3 edits
reply to BHNtechXpert
Click for full size
Speedtest 1: 9726/535 kbps
Click for full size
Speedtest 2: 9707/619 kbps
Click for full size
Speedtest 3: 9670/552 kbps
Click for full size
Speedtest 4: 9768/287 kbps
Attached 4 screenshots of SpeedTest runs. As you can see, the first 3 get roughly the same results: around 9700k down, around 567k up. The third test shows 287k up, but during the test, the speed was initially higher, then dropped dramatically and the test took a while to finish. I had a mini outage during that 3rd test, so it was interrupted and resumed.

SID's are mijagourlayTest01, mijagourlayTest02, mijagourlayTest03 and mijagourlayTest04.

FYI, started getting outages again tonight at 8:45pm and had another at 9:04pm. This is unusually stable (though I vaguely recall last Saturday night also had fewer outages than what I observed throughout the rest of the week).

Edit: Here is some data for the past hour or so, from the "signal" page of the MTA:

Sat Jun 26 20:45:09 EDT 2010 Operational 122 615000000 Hz 256QAM 42884296 bits/sec 4.3 dBmV Signal to Noise Ratio 38.9 dBmV Operational 1 20600000 Hz 16QAM 2560 Ksym/sec 34.0 dBmV
Sat Jun 26 20:45:16 EDT 2010 Locked 122 615000000 Hz 256QAM 42884296 bits/sec 4.3 dBmV Signal to Noise Ratio 38.6 dBmV Ranging 1 20600000 Hz 16QAM 2560 Ksym/sec 34.0 dBmV
Sat Jun 26 20:45:23 EDT 2010 Locked 122 615000000 Hz 256QAM 42884296 bits/sec 4.3 dBmV Signal to Noise Ratio 37.5 dBmV Not Ready 1 20600000 Hz 16QAM 2560 Ksym/sec 34.0 dBmV
Sat Jun 26 20:45:52 EDT 2010 Operational 122 615000000 Hz 256QAM 42884296 bits/sec 4.3 dBmV Signal to Noise Ratio 38.2 dBmV Operational 1 20600000 Hz 16QAM 2560 Ksym/sec 34.0 dBmV
Sat Jun 26 21:04:45 EDT 2010 Operational 122 615000000 Hz 256QAM 42884296 bits/sec 4.4 dBmV Signal to Noise Ratio 38.3 dBmV Operational 1 20600000 Hz 16QAM 2560 Ksym/sec 34.0 dBmV
Sat Jun 26 21:04:54 EDT 2010 Not Ready 0 621000000 Hz 256QAM 42884296 bits/sec 21.9 dBmV Signal to Noise Ratio 34.2 dBmV Not Ready 0 0 Hz QPSK 0 Ksym/sec 34.0 dBmV
Sat Jun 26 21:05:01 EDT 2010 Locked 121 609000000 Hz 256QAM 42884296 bits/sec 4.5 dBmV Signal to Noise Ratio 39.2 dBmV Ranging 1 20600000 Hz 16QAM 2560 Ksym/sec 29.5 dBmV
Sat Jun 26 21:05:14 EDT 2010 Operational 121 609000000 Hz 256QAM 42884296 bits/sec 4.4 dBmV Signal to Noise Ratio 38.9 dBmV Operational 1 20600000 Hz 16QAM 2560 Ksym/sec 34.0 dBmV
Sat Jun 26 22:05:57 EDT 2010 Operational 121 609000000 Hz 256QAM 42884296 bits/sec 4.5 dBmV Signal to Noise Ratio 38.0 dBmV Operational 1 20600000 Hz 16QAM 2560 Ksym/sec 34.0 dBmV