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sean67854

join:2009-09-07
Urbandale, IA

[IA] repeated drops of 30s to 1 min

I keep getting repeated drops of around 30 seconds to a minute each. It happens at different times throughout the day and there are usual 5 or 6 dropouts clustered together before things go back to normal for a while.

Anyone else seeing this? Speed and latency appears to remain normal



anon

@mchsi.com

yes, but they wont say publicly why. They dont want to acknowledge there service sucks. there is a couple other threads on this already..

»[IL] Frequent drops and modem resets



MediacomChad
Mediacom Social Media Relations Team
Premium,VIP
join:2010-01-20
Gulf Breeze, FL
kudos:103
reply to sean67854

sean67854, I will be happy to look into the service issues you are having. Can you send me an IM with your account or phone number?


Stl121

join:2012-10-07
East Moline, IL
reply to sean67854

I have been experiencing the same issue in East Moline, Il. They didn't see anything wrong so they are sending someone out in a week...so I have to deal with it until then.



MediacomChad
Mediacom Social Media Relations Team
Premium,VIP
join:2010-01-20
Gulf Breeze, FL
kudos:103

I will be happy to help you with this issue. Can you IM me your account or phone number?



danawhitaker
Space...The Final Frontier
Premium
join:2002-03-02
Urbandale, IA
reply to sean67854

This has been happening for me a lot again - just had one in fact.
--
You're watching Sports Night on CSC so stick around...


jhigh

join:2002-04-06
West Des Moines, IA
reply to sean67854

Same issue here. Internet is down, modem is in continuous reboot loop.



MediacomChad
Mediacom Social Media Relations Team
Premium,VIP
join:2010-01-20
Gulf Breeze, FL
kudos:103

danawhitaker and jhigh, send me an IM with your account or phone number and I will look into the issues you are having.


jk0

join:2008-09-04
Hazel Green, WI
reply to sean67854

Exact same problem here in Hazel Green, WI. It's been going on for well over a month now. Tech's been out twice to confirm that it's not an issue with my house or modem. I've been going back & forth with Twitter support the entire time. Every day, they use the same canned response about how they're doing everything they can, etc, yet fail to provide any actual evidence that any progress is being made, or that it's even being looked into!

To be blunt, I'm about fed up with this and am going to cancel the service if it's not dealt with soon.



MediacomChad
Mediacom Social Media Relations Team
Premium,VIP
join:2010-01-20
Gulf Breeze, FL
kudos:103

I assure you, we are doing everything we can to get this issue resolved for you. I have replied to you via IM.


sean67854

join:2009-09-07
Urbandale, IA
reply to jk0

For me it seems like whenever I try to pull more time sensitive bandwidth, like to watch a video or when starting a download, or when I start a web conference it will drop for 30 seconds or so. It also drops at other times too.

Over the past few weeks, I have yet to watch an on demand movie or play a game online without an interruption.


jk0

join:2008-09-04
Hazel Green, WI

That's usually when I see it too. Otherwise it seems to be fairly random, yet quite common throughout the day.


jk0

join:2008-09-04
Hazel Green, WI
reply to sean67854

So just to update everyone, they're blaming the issue now on the wiring in my home, and have scheduled another tech on-site (3rd time) to replace the "older standard" of RG59 cable. Funny thing is, Mediacom rewired my entire house just over a year ago. Everything is brand new.

I don't buy it. It seems like no one really understands the issue and are just guessing at a solution. Not impressed.

I wish the rest of you all the luck in the world. This is becoming laughable.


sean67854

join:2009-09-07
Urbandale, IA

Mediacom installed the cable to my modem themselves. It's an unbroken line (well, there might be a grounding block) from the cable riser in the corner of my yard, buried along my property line. It then comes in through the wall of my garage right to my modem.

FYI, I can see in my modem logs that when I have a drop event, it tries to reset itself. I wonder if the issue has to do with the new usage metering. I've been having this issue for a few months now, but I chalked it up to my wireless connection until I recently moved my PC to a wired connection and I'm still getting the same issue.

The log below shows the activity during my most recent drop event. Which coincidentally happened while I was typing up a response saying I didn't think the issue was with my router. I did not touch my modem at all during the time of the events in this log.

Time Priority Code Message
121009152613 4-Error DIST: Management Message with unidentified Version->4.
121009152611 4-Error DIST: Management Message with unidentified Version->4.
121009152611 7-Information SNMP: Working in SNMP V1/2c Only NmAccess mode
121009152611 7-Information INITIALIZATION COMPLETE - MODEM IS OPERATIONAL
121009152611 7-Information 7 I500.0 Registration Completed
121009152611 6-Notice I401.0 TLV-11 - unrecognized OID
121009152611 7-Information SEC: Co-Signer CVC from configuration file was verified
121009152610 7-Information REGISTRATION COMPLETE - Waiting for Operational status
121009152609 4-Error DIST: Management Message with unidentified Version->4.
121009152609 7-Information 7 D509.0 Retrieved TFTP Config SUCCESS
121009152609 7-Information Registration file - downloaded
121009152608 7-Information Trying to download Configuration file ...
121009152608 7-Information 7 D507.0 Retrieved Time....... SUCCESS
121009152608 7-Information Time of day - retrieved
121009152607 7-Information 7 D511.0 Retrieved DHCP .......... SUCCESS
121009152607 7-Information DHCP - parameters acquired
121009152607 5-Warning D03.0 DHCP WARNING - Non-critical field invalid in response
121009152607 5-Warning DHCP: Missing Syslog server
121009152607 4-Error DIST: Management Message with unidentified Version->4.
121009152605 4-Error DIST: Management Message with unidentified Version->4.
121009152603 4-Error DIST: Management Message with unidentified Version->4.
121009152602 7-Information 7 T500.0 Acquired Upstream .......... SUCCESS
121009152602 7-Information Trying to register through CMTS...
121009152602 7-Information SYNCHRONIZED - 111000000 Hz , ucd 2
121009152601 4-Error DIST: Management Message with unidentified Version->4.
121009152559 4-Error DIST: Management Message with unidentified Version->4.
121009152557 4-Error DIST: Management Message with unidentified Version->4.
121009152556 3-Critical R02.0 No Ranging Response received - T3 time-out
121009152555 3-Critical R02.0 No Ranging Response received - T3 time-out
121009152555 4-Error DIST: Management Message with unidentified Version->4.
121009152554 7-Information Starting Ranging On Channel 2
121009152553 4-Error DIST: Management Message with unidentified Version->4.
121009152551 4-Error DIST: Management Message with unidentified Version->4.
121009152550 7-Information Downstream Locked - Collecting Upstream Information
121009152550 7-Information 7 T501.0 Acquired Downstream (111000000 Hz)........ SUCCESS
121009152549 4-Error DIST: Management Message with unidentified Version->4.
121009152548 7-Information Scanning frequency 111000000Hz
121009152548 3-Critical U02.0 UCD invalid or channel unusable
121009152547 4-Error DIST: Management Message with unidentified Version->4.
121009152545 7-Information Starting Ranging On Channel 2
121009152545 4-Error DIST: Management Message with unidentified Version->4.
121009152545 7-Information Downstream Locked - Collecting Upstream Information
121009152545 7-Information 7 T501.0 Acquired Downstream (123000000 Hz)........ SUCCESS
121009152543 4-Error DIST: Management Message with unidentified Version->4.
121009152543 7-Information Tuning to frequency 123000000Hz, (us 2 mode 4)
121009152543 7-Information Trying to synchronize ...
121009152543 7-Information Dynamic Channel Change Re-Init MAC Requested - New DS freq: 123000000, New US channel: 2
121009152543 3-Critical C206.0 DCC aborted unable to communicate on new upstream channel
121009152543 3-Critical R04.0 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
121009152541 4-Error DIST: Management Message with unidentified Version->4.
121009152539 4-Error DIST: Management Message with unidentified Version->4.
121009152537 4-Error DIST: Management Message with unidentified Version->4.
121009152535 4-Error DIST: Management Message with unidentified Version->4.
121009152533 4-Error DIST: Management Message with unidentified Version->4.
121009152531 4-Error DIST: Management Message with unidentified Version->4.
121009152529 4-Error DIST: Management Message with unidentified Version->4.
121009152527 4-Error DIST: Management Message with unidentified Version->4.
121009152525 4-Error DIST: Management Message with unidentified Version->4.
121009152523 4-Error DIST: Management Message with unidentified Version->4.
121009152521 4-Error DIST: Management Message with unidentified Version->4.
121009152519 4-Error DIST: Management Message with unidentified Version->4.
121009152517 4-Error DIST: Management Message with unidentified Version->4.
121009152515 4-Error DIST: Management Message with unidentified Version->4.
121009152513 4-Error DIST: Management Message with unidentified Version->4.
121009152513 3-Critical R02.0 No Ranging Response received - T3 time-out
121009152512 3-Critical R02.0 No Ranging Response received - T3 time-out
121009152511 4-Error DIST: Management Message with unidentified Version->4.
121009152509 4-Error DIST: Management Message with unidentified Version->4.
121009152509 3-Critical R02.0 No Ranging Response received - T3 time-out
121009152507 4-Error DIST: Management Message with unidentified Version->4.
121009152506 3-Critical R02.0 No Ranging Response received - T3 time-out
121009152505 4-Error DIST: Management Message with unidentified Version->4.
121009152504 3-Critical R02.0 No Ranging Response received - T3 time-out
121009152503 3-Critical R02.0 No Ranging Response received - T3 time-out
121009152503 4-Error DIST: Management Message with unidentified Version->4.
121009152502 3-Critical R02.0 No Ranging Response received - T3 time-out
121009152502 7-Information 7 T500.0 Acquired Upstream .......... SUCCESS
121009152501 3-Critical R02.0 No Ranging Response received - T3 time-out
121009152501 7-Information Channel Change Complete - Enabling Bridge
121009152501 4-Error C401.0 DCC-ACK not received
121009152501 4-Error DIST: Management Message with unidentified Version->4.
121009152501 7-Information C203.0 DCC arrive new
121009152501 7-Information C203.0 DCC arrive new
121009152500 7-Information C203.0 DCC arrive new
121009152500 7-Information C203.0 DCC arrive new
121009152459 3-Critical R05.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
121009152459 4-Error DIST: Management Message with unidentified Version->4.
121009152458 3-Critical R05.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
121009152457 3-Critical R05.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
121009152457 4-Error DIST: Management Message with unidentified Version->4.
121009152456 7-Information Starting Ranging On Channel 2
121009152456 7-Information Dynamic Channel Change of Downstream Requested - Disabling Bridge
121009152456 7-Information Dynamic Channel Change of Downstream Requested - Setting tuner to 111.0MHz
121009152456 7-Information C202.0 DCC depart old
121009152455 4-Error DIST: Management Message with unidentified Version->4.
121009152453 4-Error DIST: Management Message with unidentified Version->4.
121009152451 4-Error DIST: Management Message with unidentified Version->4.
121009152449 4-Error DIST: Management Message with unidentified Version->4.
121009152447 4-Error DIST: Management Message with unidentified Version->4.
121009152445 4-Error DIST: Management Message with unidentified Version->4.



MediacomChad
Mediacom Social Media Relations Team
Premium,VIP
join:2010-01-20
Gulf Breeze, FL
kudos:103

I am not seeing any drops on the modem, but I do see that you have had the modem since at least 9/16/05. I recommend replacing the modem to rule out that it is an equipment issue.


sean67854

join:2009-09-07
Urbandale, IA
reply to sean67854

I replaced my modem at around 930 this morning and haven't had a drop yet. Keeping my fingers crossed.


Big_Craig

join:2005-02-08
Cedar Rapids, IA

I have noticed something like this too. While I am web browsing, I will get no response from requested web pages (basically, like the internet is down) Then I will glance up at my cable modem and notice that some of the connection lights are off / blinking like they are trying to establish a link. After 20 to 60 seconds, the link re-establishes and the everything is working again. It is the Send and Online lights (SB5120) that are out and have to reconnect. The signal levels I see on my modem page are well within the recommended limits. This doesn't happen that often. I can watch full length movies from Netflix with no issues. I have only noticed it when I am browsing websites, but then again I am sitting right there at the computer when I am browsing. I just figured it was Mediacom network issues. I think I will have to pay more attention the next time it happens.


sean67854

join:2009-09-07
Urbandale, IA

Well, now it appears as though my upload is capped at 1meg. In the past when I've had good results, I've gotten all the way up to 2.15up. Now when I test in the early evening, 1am, 11am, it caps at .97.



MediacomChad
Mediacom Social Media Relations Team
Premium,VIP
join:2010-01-20
Gulf Breeze, FL
kudos:103

This only started happening with the new modem?


sean67854

join:2009-09-07
Urbandale, IA

I believe so. I think I would have noticed it in my testing before, just as I noticed it now.


jk0

join:2008-09-04
Hazel Green, WI
reply to sean67854

Here we are yet another week later, and another tech visit and the problem still persists. Still no answers and only canned responses from twitter support.

How can it possibly take over a month to diagnose a problem like this? Pathetic.



MediacomChad
Mediacom Social Media Relations Team
Premium,VIP
join:2010-01-20
Gulf Breeze, FL
kudos:103

I see that this issue was re-escalated yesterday by our Social Media Team last night because no issues were found on the Maintenance call. As soon as we get any reply, I will either followup with you here or someone from our Social Media Team will followup with you on Twitter.


jk0

join:2008-09-04
Hazel Green, WI

The problem started after they performed upgrades in my area to support eventual higher bandwidth offerings. I know they are aware of this, because it was the technician that informed me. And in the mean time all I've seen is a lot of dancing around and finger pointing. There is no excuse for this.


jk0

join:2008-09-04
Hazel Green, WI
reply to MediacomChad

And that sorry excuse for a support team on twitter is about as useful as a hole in the head when it comes to giving any sort of real feedback.



MediacomChad
Mediacom Social Media Relations Team
Premium,VIP
join:2010-01-20
Gulf Breeze, FL
kudos:103

Unfortunately we are the same team, doing the same work. I apologize that I, or the twitter team, haven't been able to give you the exact information you are wanting but we have been working to find out why the problems are happening and narrowing down the causes. Outside of this, we don't have anything more to inform you because we are limited on the information we have to give at this current moment. As the area management continues to investigate we will keep you posted. I apologize if the response is not as quick as we would both like but sometimes problems are a bit more difficult to diagnose and fix, and I would rather not make an assumption on what the problem/solution is without knowing for sure.
--
MediacomChad
Mediacom Social Media Relations Team
»mediacomcable.com/CustomerSupport/


jk0

join:2008-09-04
Hazel Green, WI

I get it, but like I said on twitter many times, customers already assume that you (you as in support) are already doing everything you can to help us. These repetitive "I can assure you"s are absolutely worthless. We want evidence that proves it's at least being looked at. Technical details, even if most customers wont understand them, are very useful. Stop assuming we are all ignorant to technology. Mediacom is especially guilty of this and loves to point fingers and make assumptions.

I still stand by my comment about the duration of this diagnoses being pathetic. It really goes to show just how technical your staff must be if they can't be bothered to figure out a problem on their own system after a month's time.

---

I've never understood how such a low level standard of support has become acceptable when it comes to ISPs.



Anon

@mchsi.com

said by jk0:

I get it, but like I said on twitter many times, customers already assume that you (you as in support) are already doing everything you can to help us. These repetitive "I can assure you"s are absolutely worthless. We want evidence that proves it's at least being looked at. Technical details, even if most customers wont understand them, are very useful. Stop assuming we are all ignorant to technology. Mediacom is especially guilty of this and loves to point fingers and make assumptions.

I still stand by my comment about the duration of this diagnoses being pathetic. It really goes to show just how technical your staff must be if they can't be bothered to figure out a problem on their own system after a month's time.

---

I've never understood how such a low level standard of support has become acceptable when it comes to ISPs.

yeah... ughhh... just give me your account number and ughhhh we will ughhhh look into this for you... derp


MediacomChad
Mediacom Social Media Relations Team
Premium,VIP
join:2010-01-20
Gulf Breeze, FL
kudos:103
reply to jk0

Maintenance has been completed as of today, jk0, and NOC distributed an upgrade across all the modems on the system. If possible, the Tech Ops Supervisor would like to swap your current modem out for a an updated DOCSIS 3.0 modem. I can go ahead an get an appointment scheduled for you, if you'd like.


jk0

join:2008-09-04
Hazel Green, WI

Yes please, Friday would be perfect if that's available.

Thank you for the update.



MediacomChad
Mediacom Social Media Relations Team
Premium,VIP
join:2010-01-20
Gulf Breeze, FL
kudos:103

You are welcome.