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riot808

join:2012-07-06
Honolulu, HI

[TWC] need help troubleshooting connection

modem:

motorola sbg6580

Standard Specification Compliant: DOCSIS 3.0
Hardware Version: 1
Software Version: SBG6580-3.5.8.2-GA-00-488-NOSH

downstream specs: [correctables] [uncorrectables] wondering why it's so high!

1 Locked QAM256 29 585000000 Hz 3.9 dBmV 39.8 dB SNR [238012] [52188]
2 Locked QAM256 186 591000000 Hz 4.4 dBmV 40.2 dB SNR [231532] [49030]
3 Locked QAM256 187 597000000 Hz 5.0 dBmV 40.0 dB SNR [229037] [48822]
4 Locked QAM256 188 603000000 Hz 4.1 dBmV 39.4 dB SNR [230431] [46811]

upstream specs:

1 Locked TDMA 2 2560 Ksym/sec 27400000 Hz 50.9 dBmV
2 Locked TDMA 1 2560 Ksym/sec 30800000 Hz 50.9 dBmV
3 Locked TDMA 3 2560 Ksym/sec 22750000 Hz 50.9 dBmV
4 Locked TDMA 4 2560 Ksym/sec 19200000 Hz 50.9 dBmV

i have a Asus rtn56u before this had a linksys e4200 2 of them actually...

i've tried swapping the modems the one i have now is the second one i've had of the kind...

when these problems started persisting i had a old router by linksys can't remember the model and had a old stock modem by road runner i had a slower connection of 10mb down and 1 up... now i'm running 30down 5 up... and i've downgraded to that from 50down 5 up to see if it would do anything but didn't... i've had a lot of techs come over and say there's problems in the drop and that they fixed it but my lag problems still persist... they supposedly checked the house wiring and modem over and over and still they can't find the problem... i'm not so sure they are actually putting much effort into these tests... it's at the point where they just ignore me now so im on my own because we don't have any other options for isp's... also i noticed our cable loses channels randomly on all 6 tv's aswell [don't know if that has anything to do with the issue] i was wondering what i could do and to look for on my own or if i should call in a electrician to check house amp's and stuff of that matter.. and any other opinions on what to do for that matter...

thanks in advance!



kilrathi
Premium
join:2005-04-22
Rockaway Park, NY

Your power levels are slightly hot and your upstream power level is a bit high but its within operational range assuming it doesnt change much. Although those signals dont scream problems based on the values.


riot808

join:2012-07-06
Honolulu, HI

what about my correctables being at 231,000 ...and my uncorrectables being at 51,000... that seems like a lot for both those things to be in the hundred thousands



kilrathi
Premium
join:2005-04-22
Rockaway Park, NY
reply to riot808

Thats true, however how long was the modem uptime and what was total of codewords against the uncorrectables, determine the %.


BJR

join:2012-10-04
Dallas, TX
reply to riot808

could you give us a rundown of how your cable is run and how it splits? I had a similar issue with the tv's and it turned out to be the spliters.

are all 6 tv's with STB's?


riot808

join:2012-07-06
Honolulu, HI
reply to kilrathi

it was up for 7 days and 9 hours i believe to be almost exact with those [correctables] and [uncorrectables] in the original post which is 238012 correctables and 52188 correctables on the 1st channel alone


riot808

join:2012-07-06
Honolulu, HI
reply to BJR

i'm not very sound with the lining and technical aspects but i'll try my best please bare with me... from what i understand theres a box on the outside of my house which a wire comes out of and connects to a splitter then the internet line goes around the house to the back room into the game room into another splitter but i've taken that splitter off and it still lagged but i put that one into the splitter to get cable for tv in the game room....

and i'm pretty sure theres a splitter for all tvs for the tv cable line another thing im not sure of is if it goes through a amp or not which i've been trying to figure out for a while and i'm trying to figure out if theres a better way to line it cause road runner won't help me they basically put me on the infamous black list and won't send tech's here anymore if it's related to internet


BJR

join:2012-10-04
Dallas, TX
reply to riot808

given the crude diagram, is that how your line is setup? the important one is the modem line. I have found that, when possible, only split the modem line once and make sure it is connected to the plug on the splitter with the lowest dB loss.

check to see if the line from the poll goes into a splitter inside the box you mentioned that is outside your home. if there is a splitter inside the box then see of the modem line is plugged into the lowest dB loss plug, that is assuming their splitters even have that listed. after that first splitter, try not to split the modem line.

if there is a splitter inside the box outside then it would not be a bad idea to switch it out with a new and better splitter just to rule that out.

BJR

join:2012-10-04
Dallas, TX

1 edit
reply to riot808

Click for full size
this is how mine is setup. techs will not normally, if ever, install an amp. i added mine because of the number of TV's and the length the cable has to travel.

i used monster splitters and high quality non-crimped lines.

EDIT: i don't have a box outside but the cupler is nailed to the trim outside my home. i replaced that too with a gold plated cupler and encased it inside a weather proof box....and then renailed it back to the trim.

riot808

join:2012-07-06
Honolulu, HI

ok i know before they said there was errors on the drop from the street but they supposedly fixed it from my best understanding this is how it goes

theres a box on the side of my house two wires come out of that box one thin white one one thick one with a rubber guard at its top which goes into a splitter on one side on the other side there are 3 cables plugged into it one side labeled 5-1002mhz middle one no label and the right side says splitter my internet line is on the 5-1002mhz plug in and i'm working on getting that box open theres a bunch of other boxes out there on the side which i know one is for the telephone line and im not sure about the others... ok looking at your drawing it's a 3 way splitter but i noticed i don't have a line for my cable box going to my room thats why i had it through the internet line with a splitter in the game room... gosh this is so confusing lol im sorry is there anywhere that u know of with quality techs i can call to do advance testing on my lines and house amps and what not and tell me a better way to wire my house cause these wires are quite old


Fleeced

join:2012-10-06
kudos:2

Your signals look OK, have you tried swapping the modem?


riot808

join:2012-07-06
Honolulu, HI

yes i have swapped modems from a regular modem not a gateway i upgraded to a motorola surfboard sbg6580 and i swapped it for another one problem still persisted then i had a old linksys router and upgraded to linksys e4200 didn't fix it so i sent that back and bought a asus rtn56u cause my tech from road runner said that was the best router out there and should fix the problem so i got it and problem still persisted.....

i've noticed from further testing that i do lag offline so i'm thinking it could be more of a wiring problem like electrically? cause they have rewired the coax cable from the splitter to my room... or somethings wrong with the box cause i did notice we were having power outages quite frequent back when these problems would occur and also i would keep getting hit offline by people on the internet which is called DDosing i believe... it wasn't an assumption they would send me messages saying offline and i'd go off and stuff and threaten to send the swat team to my house lol for no reason just because i was doing good at a game i never had my mic in and only talked in party with friends and i guess they knew these hackers and they would do these things so i stopped joining parties but i guess my ip didn't change or somehow they got it... and also i noticed they did something to the drop on the street infront of my house so it could be some of these things that messed with it because before all of this happened it was fine and i had a old modem and router stock ones from the company and also my speed was a lot less... i upgraded to 50 down 5 up and it didn't help so i downgraded to 30down 5 up and didn't do anything so i'm just kinda thinking if all of this was done maybe it is some kind of wiring going wrong in my house with the box on the side cause i do get tons of Uncorrectables and Correctables like in the 230,000 range randomly....or maybe some problem with the house amps or wiring of the tvs and cable modem?? cause my tv cable boxes randomly shut off and reboot and go through all the L-number processes and channels go missing all the time... hope this helps i might even take a few pictures of the box outside and the wires coming out with the splitters


riot808

join:2012-07-06
Honolulu, HI
reply to Fleeced

my new downstream power levels are at average of 4-6 on each 4 channels and on the upstream my power is at 50.1 but i rebooted it earlier and it already has uncorrectables at 50,000+ and uncorrectables at 10,000+ .... doesn't seem normal to me i never had numbers show up there when i use to check of that caliber the modem would be up for months before without restarting it and never even get into the hundreds... and i had a electrician come over today and say he doesn't think it could be wiring even tho i do lag offline... basically said my internet is only a whole separate coax line but i'm thinking it could be the box that it runs through the goes to the in side of the splitter that maybe something is causing noise... hence the high numbers of uncorrectables


riot808

join:2012-07-06
Honolulu, HI
reply to BJR

1 Locked QAM256 188 603000000 Hz 4.4 dBmV 39.5 dB [144363] [30371]
2 Locked QAM256 29 585000000 Hz 4.3 dBmV 39.5 dB [149138] [32295]
3 Locked QAM256 186 591000000 Hz 4.0 dBmV 40.4 dB [145279] [31160]
4 Locked QAM256 187 597000000 Hz 4.6 dBmV 40.3 dB [143002] [29771]

143,000+ correctables......30,000+ uncorrectables.....

System Up Time 0 days 09h:28m:35s..... i don't think thats normal...

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked TDMA 2 2560 Ksym/sec 27400000 Hz 50.4 dBmV
2 Locked TDMA 1 2560 Ksym/sec 30800000 Hz 50.4 dBmV
3 Locked TDMA 3 2560 Ksym/sec 22750000 Hz 50.4 dBmV
4 Locked TDMA 4 2560 Ksym/sec 19200000 Hz 50.4 dBmV

plus i've been getting a lot of errors in the event log...

event log:

errror (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out then it says a mac address and another one.... i have at least 20 of these in the event log

Error (4) Missing BP Configuration Setting TLV Type

Warning (5) DHCP WARNING - Non-critical field invalid in response

Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing..... i get this one most frequent in the event log i have 50% of the errors are these in the log...

Critical (3) No Ranging Response received - T3 time-out have couples of these on there


Fleeced

join:2012-10-06
kudos:2
reply to riot808

If you're using the SBG6580, are you bridging it properly for another router?

When you say you're lagging "offline" does that mean in single player or something similar? If so, that has nothing to do with your internet at all.

Secondly, most of the kids who threaten DDOS attacks or similar wouldn't know how to DDOS if someone gave them step by step instructions. They're idle threats.

Let's do this the right way. RIGHT NOW, what do you have on your system. You said you had a Moto SBG6580, then a router then your device (Computer I'm assuming). Is this a correct assumption?


riot808

join:2012-07-06
Honolulu, HI

motorola sbg6580 then to my router asus rtn56u one computer wireless which is a mac in the living room and a xbox directly connected to the router.. says i only have 2 clients when i check the router... now for the modem i went through step by step on bridging it with a tech so i'm not sure if it is... also there was an update in software i assume recently because the advanced page is all changed... theres all these new things under nat alg status every box is checked except for SIP... otherwise before that everything on the advanced page was unchecked and put through rg passthrough mode which seems to no longer be a box to check... the fire wall page everything is unchecked... and on wireless.. i want to disable it but it's grey and stuck on enabled... so i called about that a very long time ago and they said don't worry if it's grey then it isn't in effect... which i'm not sure about that cause i remember i had upnp checked on the modem and router and it caused some kind of issues that made gameplay a lot more smooth with the modems upnp unchecked... i also have the routers mac address in the mac passthrough on the bottom of the advanced page... i always have good latency bars.. which on xbox they appear in color.. i usually have green which is 3-4 bars i lag on my host on all games.. i called and they often blamed it on xbox's servers so i called xbox and had a high tier tech stay with me for a week and said it has to do with road runner... so it was basically a back and forward battle... and i got no where with it except road runner no longer wanting to talk about internet and saying they are gonna charge me if i call a tech out for support and that they insist nothing is wrong... although something clearly is...


riot808

join:2012-07-06
Honolulu, HI
reply to Fleeced

oh and i also noticed i get a lot of errors on the bottom of the safari display like it shows how much items i have to download and it will look like 20 of 40 and (20 errors) i also did some namebench runs and all of them have high queries failed looks like this.... A backup DNS server for this system.
16 queries to this host failed
www.google.com is hijacked: 74.125.239.19, 74.125.239.20, 74.125.239.16, 74.125.239.17, 74.125.239.18
twitter.com appears incorrect: 199.59.149.230, 199.59.148.10, 199.59.148.82
www.facebook.com appears incorrect: 69.171.228.74
test.nb0.419204321433.google.com.: Timeout
www.nb0.789762739243.google.com.: Timeout

and takes forever for me to even find dns's and most of time says all dns's are bad and won't even start after running it....

i've done traceroute through the modem and router here is the one through the modem

Hi here is the trace route directly through the modem to a pingable backbone server for xbox.

Host Name IP Address Hop Ping Time Ping Avg % Loss Pkts r/s Ping best/worst
* Unknown Host * 0.0.0.0 1 0ms
cpe-24-25-232-153.hawaii.rr.com 24.25.232.153 2 7ms 100% 0 / 1267
agg11.hnllhiik-ccr01.hawaii.rr.co72.129.45.66 3 11ms 10ms 0% 1265 / 1267 / 9ms / 24ms
agg21.milnhixd-ccr01.hawaii.rr.co72.129.45.42 4 15ms 11ms 0% 1267 / 1267 / 9ms / 25ms
agg39.tustcaft-ccr01.socal.rr.com72.129.62.126 5 64ms 65ms 0% 1267 / 1267 / 59ms / 85ms
ae-5-0.cr0.lax30.tbone.rr.com 66.109.6.64 6 70ms 66ms 0% 1267 / 1267 / 59ms / 82ms
ae-1-0.pr0.lax00.tbone.rr.com 66.109.6.129 7 63ms 64ms 0% 1267 / 1267 / 61ms / 121ms
xe-4-1-0.edge1.LosAngeles6.Level34.26.0.73 8 67ms 70ms 0% 1267 / 1267 / 66ms / 135ms
vlan60.csw1.LosAngeles1.Level3.ne4.69.144.62 9 90ms 73ms 0% 1267 / 1267 / 66ms / 123ms
ae-62-62.ebr2.LosAngeles1.Level3.4.69.137.17 10 65ms 67ms 0% 1267 / 1267 / 65ms / 116ms
ae-6-6.ebr2.SanJose5.Level3.net 4.69.148.202 11 82ms 80ms 0% 1267 / 1267 / 74ms / 380ms
ae-2-2.ebr2.SanJose1.Level3.net 4.69.148.142 12 74ms 73ms 0% 1267 / 1267 / 71ms / 99ms
ae-7-7.ebr1.Seattle1.Level3.net 4.69.132.50 13 93ms 95ms 0% 1266 / 1266 / 91ms / 123ms
ae-14-51.car4.Seattle1.Level3.net4.69.147.134 14 290ms 104ms 0% 1266 / 1266 / 92ms / 298ms
MICROSOFT-C.car4.Seattle1.Level3.4.71.156.74 15 93ms 94ms 0% 1266 / 1266 / 92ms / 137ms

and i was also wondering if there was anyway to get the wireless disabled cause every time i call they say it doesn't work if grey and unable to change... and all the bridging instructions say that is the first step and a critical bridging step...


riot808

join:2012-07-06
Honolulu, HI
reply to Fleeced

these are my stats directly plugged into the box outside by passing all splitters i believe this is directly from the drop on the street

1 Locked QAM256 186 591000000 Hz 17.6 dBmV 40.8 dB 0 0
2 Locked QAM256 29 585000000 Hz 17.0 dBmV 40.3 dB 0 0
3 Locked QAM256 187 597000000 Hz 18.1 dBmV 40.9 dB 0 0
4 Locked QAM256 188 603000000 Hz 17.3 dBmV 40.3 dB 0 0
5 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
6 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
7 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
8 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 TDMA 3 2560 Ksym/sec 22750000 Hz 42.2 dBmV
2 Locked TDMA 1 2560 Ksym/sec 30800000 Hz 42.2 dBmV
3 Locked TDMA 2 2560 Ksym/sec 27400000 Hz 42.2 dBmV
4 Locked TDMA 4 2560 Ksym/sec 19200000 Hz 42.2 dBmV


riot808

join:2012-07-06
Honolulu, HI
reply to kilrathi

im at 11,000 correctables and modem time up is 6 hours...


harald

join:2010-10-22
Columbus, OH
kudos:2

The "SNR" reported by your modem is a calculated estimate based upon the ratio of good packets to correctable packets.

If the "SNR" is good, and 40 + is wonderful, then the number of uncorrectable packets is of no concern, as in zero, nada, zip, etc.



kilrathi
Premium
join:2005-04-22
Rockaway Park, NY

Assuming the uncorrectable packets dont occur at large numbers at intervals at the time u not monitoring downstream snr, there could be some noise that occurs at specific interrvals here and there but its doubtful


riot808

join:2012-07-06
Honolulu, HI
reply to harald

thank you for your sharing your knowledge :]


harald

join:2010-10-22
Columbus, OH
kudos:2
reply to kilrathi

said by kilrathi:

Assuming the uncorrectable packets dont occur at large numbers at intervals at the time u not monitoring downstream snr, there could be some noise that occurs at specific interrvals here and there but its doubtful

That's true. One of the problems in understanding this area of arcane modem behavior is that Broadcom and TI are very closemouthed about what time periods/number of packets they average over, etc. I have only found one very brief reference in a Cisco manual, and that referred to upstream measurements where the same technique is used.

riot808

join:2012-07-06
Honolulu, HI

anyone else have any other ideas?


Fleeced

join:2012-10-06
kudos:2
reply to riot808

Let me ask you this: Where are you seeing the lag you report? What are you doing, are you playing games? Are you running any speed tests, and what are their results?

Also: Have you swapped the modem yet?


riot808

join:2012-07-06
Honolulu, HI

lag i'm seeing is when i play games on xbox ps3. I get the speeds i pay for but sometimes it gets to like 10 mbps below what i should top out on for the downstream... upload is usually spot on.. my speeds right now are 30 down 5 up use to be 50 down 5 up but a tier 3 tech put me on a lesser speed to see if it would resolve the issue... sometimes i notice i have a high jitter... pings look fine at most places just random servers i test the ping spikes... i've swapped the modem 3 times and router 3 times as well tried 2 different xbox's and 2 different ps3's tried different tv's different surge protecter panels... different sockets outlets... i've tried rewiring the line from splitter to the modem twice and i think they replaced the splitter... the only thing we haven't done yet physically.. is replace the poles coax.. they said there were issues on the drop and fixed them but it wasn't the solution to the problem...


Fleeced

join:2012-10-06
kudos:2

What games are you playing?


riot808

join:2012-07-06
Honolulu, HI

all sorts from minecraft first person shooters to rpg skyrim oblivion etc etc i play it all and lag on all just the lag is more prominent on first person shooters cause those really depend on preciseness


Fleeced

join:2012-10-06
kudos:2

Call of Duty and Minecraft both have pretty shoddy netcode. I have a 30x5 that works pretty well and I still lag and glitch. COD's lag depends on who your host is, really the same is for minecraft. So if you play with the same people with the same hosts, it might be their connections are too far away to be good.

Have you done a speedtest with nothing running?


riot808

join:2012-07-06
Honolulu, HI

yes i have done speed tests.. they are most of the time what i pay for there are random times where it will be 5-10 lower on the downstream through router and modem and most of the time the upload speed is slower on the router... but i've gamed through both and it makes no difference i still lag... on my host and friends that are close to me as well with people in the mainland and across country.. it's just odd cause i lag on my own host... on ps3 and xbox.. i have 2 friends with the same exact connection extreme package from road runner twc and they don't lag at all i played at their house and it was totally fine.. which gets me thinking it's my house but... i just can't seem to diagnose this probelm.. i've tried changing wires from the av cables to hdmi cables to 5 diff tv's to rewiring from the splitter to the back of the modem... before this i had 3 splitters on the internet line... then one day i started lagging really bad the techs came over and were like whoa... you have way too much splitters on your line or something like that they took it off ran it from the splitter that connected to the poll straight to my modem and still didn't fix it.. the only thing i haven't replaced physically is the coax from the poll going into the in side of the 3 way splitter... i've been told to check these and do these tests if possible

Outside line from house to pole.
Pole to node.
Overcrowded CMTS port.
Run a docsis test and sit on it for 3+ min.
Check BER on all docsis QAMs. MER is posted in your log and looks good.
Have him run a DQI on your line while you chat, this is a over time test and he can leave the meter on for 10-30min to catch any issue.

but they say they will charge to send a tech out to my home for internet related issues since they've been here a lot... and are kinda being mean about the whole thing..

i'd much rather have a 3rd party to some of these tests just to avoid conflict if possible please let me know if theres any place to find a tech with the right tools to do these tests if you do know any that is thanks.