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Jedis

join:2010-08-06
Wadsworth, OH

[TWC] Frequent disconnects, TWC claims everything is fine

We've been having issues for about a month now. The modem will just randomly drop the signal and the PC activity light will go out. I've tried swapping modems with no change. It is now booting everyone offline - trying to play Madden and Diablo 3 online and it stays disconnected long enough to boot everyone out of their game. TWC came out and moved the modem from upstairs to downstairs. They looked at the logs and claim everything is fine and that they only see us losing signal twice in the last month. They are either blind or not wanting to admit to any issues, as the modem has lost sync more times than that in one day.

Any suggestions? Here is the log from the modem.

Time Priority Code Message
2012-11-21 12:10:27 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
2012-11-21 12:10:15 3-Critical C204.0 DCC aborted unable to acquire new downstream channel
2012-11-21 12:10:15 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-21 10:18:53 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
2012-11-21 10:18:42 3-Critical C205.0 DCC aborted no UCD for new upstream channel
2012-11-21 09:45:40 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
2012-11-21 09:45:30 3-Critical C204.0 DCC aborted unable to acquire new downstream channel
2012-11-21 09:45:30 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-21 07:42:52 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2012-11-21 05:41:23 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
2012-11-21 05:41:15 3-Critical C204.0 DCC aborted unable to acquire new downstream channel
2012-11-21 05:41:15 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-21 04:50:08 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
2012-11-21 04:49:59 3-Critical C204.0 DCC aborted unable to acquire new downstream channel
2012-11-21 04:49:59 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-20 23:19:26 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
2012-11-20 23:19:20 3-Critical R002.0 No Ranging Response received - T3 time-out
2012-11-20 23:19:16 3-Critical C204.0 DCC aborted unable to acquire new downstream channel
2012-11-20 23:19:16 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-20 22:53:18 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
2012-11-20 22:53:12 3-Critical R002.0 No Ranging Response received - T3 time-out
2012-11-20 22:53:08 3-Critical C204.0 DCC aborted unable to acquire new downstream channel
2012-11-20 22:53:08 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-20 17:58:59 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2012-11-20 17:25:35 3-Critical T005.0 SYNC Timing Synchronization failure - Loss of Sync
2012-11-20 17:25:31 3-Critical T004.0 SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period
2012-11-20 17:23:31 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2012-11-20 17:15:32 4-Error C401.0 DCC-ACK not received
2012-11-20 17:12:28 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
2012-11-20 17:12:19 3-Critical C204.0 DCC aborted unable to acquire new downstream channel
2012-11-20 17:12:19 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-20 15:31:54 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
2012-11-20 15:31:46 3-Critical C204.0 DCC aborted unable to acquire new downstream channel
2012-11-20 15:31:46 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-20 14:25:37 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2012-11-20 00:42:26 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
2012-11-20 00:42:19 3-Critical C204.0 DCC aborted unable to acquire new downstream channel
2012-11-20 00:42:19 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-19 17:32:27 3-Critical T004.0 SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period
2012-11-19 17:30:24 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2012-11-19 17:27:17 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
2012-11-19 17:27:08 3-Critical C205.0 DCC aborted no UCD for new upstream channel
2012-11-18 22:46:23 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
2012-11-18 22:46:13 3-Critical C206.0 DCC aborted unable to communicate on new upstream channel
2012-11-18 22:46:13 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout
2012-11-18 22:45:41 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2012-11-18 22:45:26 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-18 22:33:41 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
2012-11-18 22:33:32 3-Critical C205.0 DCC aborted no UCD for new upstream channel
2012-11-18 15:25:17 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
2012-11-18 15:25:06 3-Critical C204.0 DCC aborted unable to acquire new downstream channel
2012-11-18 15:25:06 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 00:00:09 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
1970-01-01 00:01:15 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout
1970-01-01 00:00:42 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
1970-01-01 00:00:05 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:00:10 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
2012-11-17 12:26:59 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout
2012-11-17 12:26:27 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2012-11-17 12:25:49 3-Critical R002.0 No Ranging Response received - T3 time-out
2012-11-17 12:25:44 3-Critical C204.0 DCC aborted unable to acquire new downstream channel
2012-11-17 12:25:44 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-17 12:22:54 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
2012-11-17 12:22:43 3-Critical C204.0 DCC aborted unable to acquire new downstream channel
2012-11-17 12:22:43 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-17 12:02:47 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
2012-11-17 12:02:42 3-Critical R002.0 No Ranging Response received - T3 time-out
2012-11-17 12:02:38 3-Critical C204.0 DCC aborted unable to acquire new downstream channel
2012-11-17 12:02:38 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-17 09:55:44 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
2012-11-17 09:55:33 3-Critical R002.0 No Ranging Response received - T3 time-out
2012-11-17 09:55:29 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-17 09:55:28 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout
2012-11-17 09:54:55 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2012-11-16 18:33:23 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
2012-11-16 18:33:14 3-Critical C204.0 DCC aborted unable to acquire new downstream channel
2012-11-16 18:33:14 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-16 16:19:32 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
2012-11-16 16:19:24 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
2012-11-16 16:19:13 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-16 16:19:13 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
2012-11-16 16:19:12 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-16 16:19:12 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
2012-11-16 16:19:12 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-16 16:19:11 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
2012-11-16 16:19:10 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-16 16:19:06 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
2012-11-16 16:19:05 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-16 16:19:03 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
2012-11-16 16:19:03 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-16 16:19:00 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
2012-11-16 16:18:59 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-16 16:18:59 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
2012-11-16 16:18:59 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-16 16:18:58 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
2012-11-16 16:18:58 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-16 16:18:55 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
2012-11-16 16:18:55 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-11-16 16:18:54 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
2012-11-16 16:18:53 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing


hotshot187

join:2008-04-07
Webster, NY
kudos:1

Looks like an upstream signal problem. Please post signal levels for modem.


Jedis

join:2010-08-06
Wadsworth, OH

Downstream Value
Frequency: 675000000 Hz Locked
Signal to Noise Ratio: 30 dB
Power Level : 5 dBmV

Upstream Value
Channel ID: 12
Frequency: 31000000 Hz Ranged
Power Level: 46 dBmV


cramer
Premium
join:2007-04-10
Raleigh, NC
kudos:9
reply to Jedis

This *is* a TWC problem. See all those DCC errors? That's the CMTS (headend) commanding your modem to a different channel. Either the channel(s) is(are) unavailable to you or the signal level is too low to be usable. Neither are within your power to fix.

Your SNR would suggest the signal is too weak, or too noisy. TWC is lying when they say nothing is wrong.


Jedis

join:2010-08-06
Wadsworth, OH

What would you suggest I do to get this resolved, seeing as they claim nothing is wrong?


Bigman397

join:2012-11-25
Lincoln, NE
reply to Jedis

IYour signal(power level) looks a bit hot on the forward(downstream), getting it closer to 0dbmv would provide a much more stable connection. If you have a splitter put it in front of the modem as an easy solution, that should drop it 2-3dbmv.

An SNR of 30db is fine, this depends on the quality of the plant; the leg you are off might just be noisy.

Pay attention to the lights, when it goes out which lights specifically go off? Downstream is the forward and first to be established. Upstream or return is the second. Online is the final one to go solid, indicating the config has been loaded and the service should be ready to go.

PC activity is just a lan link indicator. It is solid or blinking in normal operation. If this light goes out while the others continue to stay on this indicates a local issue like your router going out or a bad ethernet cable.

If the TWC system shows you losing sync twice that might indicate a more local problem. Just food for thought


cramer
Premium
join:2007-04-10
Raleigh, NC
kudos:9
reply to Jedis

Go to the direct forum and post your logs full of DCC failures.

It's 30db on the channel that works; it may be much worse on other channels. If he has a HDHomeRun (network tuner), then he could test the SNR of every channel; but short of that, a TWC minion would have to come out and test.



Jedis00

@myvzw.com

My internet is down again. Modem light is stuck on Upstream Ranging.

Down
Frequency: 657000000 Locked
Snr: 32 dB
Power: -15 dBmV

Up
Frequency 31000000 Hz In Progress
Power: 24 dBmV


Bigman397

join:2012-11-25
Lincoln, NE
reply to Jedis

Definately a signal issue, however tracking down why it is so intermittent will be tough. You will need to get a twc rep out to check every splitter, fitting, etc... in the place and make sure nothing is wiggling lose or being subject to ingress


Jedis

join:2010-08-06
Wadsworth, OH
reply to Jedis

Update:

TWC came out today and found the coax cable was badly damaged out on their pole. They repaired the cable. We were able to get them to swap out our old Motorola SB5101U for a brand new Motorola SB6141. New stats are below:

»i.imgur.com/WhAJV.png

Anything I should keep an eye on, or do these stats look reasonable?


Bigman397

join:2012-11-25
Lincoln, NE

Now your signal is a bit too hot. Put a splitter in front of the modem to reduce signal a bit, try to keep things as close to 0dbmv on the downstream power levels. Definately keep it under 5dbmv



mackey
Premium
join:2007-08-20
kudos:12

Pshhhh, although 0 is "perfect," 7dBmV works just fine. Mine varies between 6 and 7 now that I put a 12db attenuator on there; it was locking up without it. Grab yourself a 6db attuenuator off amazon if you really want to, but really it's fine as it is.

/M