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Weaselboy
Premium
join:2003-08-02
reply to mpgstuff

Re: [TWC] Cable Modem Resets

It is really easy to configure a new cable modem. You just hook it up and call TW with the HFC MAC ID number from a sticker on the modem. They punch that info in their system and reboot the modem and you are done.

It takes longer to get through the voice prompts in their help system than it does to activate the modem.

mpgstuff

join:2003-07-07
Kenosha, WI
Thanks Weaselboy that gives me a little confidence.

I will update this once I have provisioned the SB6141 in the upcoming days/week.

Thanks to everyone so far.

mpgstuff

join:2003-07-07
Kenosha, WI
reply to hobgoblin
Received the SB6141 this afternoon. Called support to get it provisioned, National Helpdesk tech said they couldn't do it so she transferred me to Tier 3. Was up and running in about 20 minutes. Tier 3 guy said my signal levels looked perfect.

10 minutes after hanging up, T3 timeouts and connection dropped. Hoped that it was a fluke. 30 minutes later, same thing connection dropped.
Dec 21 2012 15:36:25 3-Critical C206.0 DCC aborted unable to communicate on new upstream channel;
Dec 21 2012 15:36:25 3-Critical R08.0 16 consecutive T3 timeouts while trying to range on upstream channel 3
Dec 21 2012 15:36:24 3-Critical R03.0 Ranging Request Retries exhausted;
Dec 21 2012 15:36:18 3-Critical R02.0 No Ranging Response received - T3 time-out;

Seems the same issue, can't acquire upstream, T3 timeouts.

Just got off the phone again and have a technician scheduled to come out, next available day is the 29th. I have a feeling this will be something that will never be fixed.


thomasr

join:2010-01-21
Winston Salem, NC
kudos:1
Your feeling is probably correct. I have seen these errors for years, using multiple modems (Ambit, Arris, RCA and Motorola) at multiple locations. I dug up a link I referenced a year and a half ago that kind of explains possible causes of these errors.

T3 and T4 Timeouts
I wanted to close this topic with a discussion on T3 and T4 timeouts as I have received many questions on “what causes T3 and T4 timeouts?” Fundamentally, a T3 timeout occurs when the cable modem fails to receive a RNG-RSP from the CMTS within 200 msec (after sending a RNG-REQ). A T4 timeout occurs when a cable modem fails to receive a RNG-REQ transmit grant MAP from the CMTS within 35 sec on the downstream channel (after receiving the previous RNG-RSP). There are number of reasons that these could occur and I will list a couple below for each and help guide you the root cause, but understand this is not and exhaustive list.

T3 Timeout No RNG-RSP in 200 msec – Typically an Upstream Problem

Most likely cause is upstream impairments preventing the RNG-REQ from reaching the CMTS, therefore the CMTS never transmits a RNG-RSP

May occur because the RNG-REQs from multiple cable modems collided, again the CMTS does not receive the RNG-REQ (now from multiple modems) and fails to process multiple RNG-RSP messages resulting in multiple T3 timeouts

CMTS over-utilization – unable to process RNG-REQ and/or RNG-RSP within T3 time frame (200 msec)

Can also be a downstream problem due to plant impairments – i.e. RNG-RSP is transmitted, but corrupted in route and the cable modem never receives the message

Look for low MER at the cable modem

T4 Timeout No RNG-REQ Grant MAP Received by Cable Modem in 35 sec – Typically a Downstream Problem

T4 timeouts can usually be identified with downstream impairments causing the cable modem to miss receiving the RNG-REQ grant MAP transmitted to it

If T4 errors are impacting many modems off of a common leg, trouble shoot that leg

If T4 errors are just associated with one modem, look for low MER/level at that modem

T4 timeouts can also be associated with a CMTS that has extremely high utilization i.e. >95% depending on the vendor and firmware version

Rule of thumb for CMTS utilization is 80% to allow for peak usage periods

It is highly unlikely that T4 timeouts are associated with any upstream impairments

»volpefirm.com/blog/docsis-101/do···tenance/

I register multiple T3 or T4 errors and disconnects daily at my current location. Just something I've gotten used to...

Here's my current specs:

Model Name: SB6141
Vendor Name: Motorola
Firmware Name: SB_KOMODO-1.0.6.3-SCM03-NOSH
Boot Version: PSPU-Boot(25CLK) 1.0.12.
Hardware Version: 7.0
Serial Number: ************************
Firmware Build Time: Aug 18 2011 10:27:53

Downstream Bonding Channel Value
Channel ID 68 65 66 67
Frequency 561000000 Hz 543000000 Hz 549000000 Hz 555000000 Hz
Signal to Noise Ratio 38 dB 37 dB 38 dB 38 dB
Downstream Modulation QAM256 QAM256 QAM256 QAM256
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
0 dBmV 0 dBmV 0 dBmV 0 dBmV
Upstream Bonding Channel Value
Channel ID 4
Frequency 34600000 Hz
Ranging Service ID 72
Symbol Rate 2.560 Msym/sec
Power Level 48 dBmV
Upstream Modulation [5] 16QAM

Ranging Status Success
Signal Stats (Codewords) Bonding Channel Value
Channel ID 68 65 66 67
Total Unerrored Codewords 652831645 652839864 652847258 652856236
Total Correctable Codewords 14 0 0 1
Total Uncorrectable Codewords 646 575 1363 570

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

Dec 21 2012 15:36:25 3-Critical C206.0 DCC aborted unable to communicate on new upstream channel

DING DING DING

Your modem was commanded to move to a channel that doesn't work (filtered, noisy, doesn't exist on your node -- happens more often than you'd think)

mpgstuff

join:2003-07-07
Kenosha, WI

1 edit
cramer, do you think this is this something a Technician can fix, or at least communicate up the chain to get fixed?

The technician visit got bumped up to tomorrow instead of a week from today. I plan to just tell him what I've experienced over the past 2 months. I can show him all the modem logs, basically every time it would reset I would copy and paste all the logs into a spreadsheet. Not sure if that will be worthy evidence or not.

I've been on the SB6141 for approximately 16 hours. Looking at my saved logs it seems to happen the most between the hours of 2-9PM, but that's also more likely the time a user would be on and notice something so I wouldn't suggest its time bound. Below are all the logs so far on the SB6141. I will see what happens throughout today.

Dec 22 2012 06:47:48 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 16:28:53 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 16:28:46 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 16:28:19 3-Critical C206.0 DCC aborted unable to communicate on new upstream channel;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 16:28:19 3-Critical R08.0 16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 16:28:18 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 16:28:12 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 16:07:39 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 16:07:21 3-Critical C206.0 DCC aborted unable to communicate on new upstream channel;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 16:07:21 3-Critical R08.0 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 16:07:21 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 16:07:19 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 15:44:37 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot from SNMP ;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 15:36:41 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 15:36:25 3-Critical C206.0 DCC aborted unable to communicate on new upstream channel;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 15:36:25 3-Critical R08.0 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 15:36:24 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 15:36:18 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 21 2012 15:03:03 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Downstream Bonding Channel Value
Channel ID 9 10 11 12
Frequency 693000000 Hz 699000000 Hz 705000000 Hz 711000000 Hz
Signal to Noise Ratio 37 dB 38 dB 37 dB 37 dB
Downstream Modulation QAM256 QAM256 QAM256 QAM256
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
-3 dBmV -3 dBmV -3 dBmV -3 dBmV

Upstream Bonding Channel Value
Channel ID 2
Frequency 21000000 Hz
Ranging Service ID 4889
Symbol Rate 2.560 Msym/sec
Power Level 47 dBmV
Upstream Modulation [6] 16QAM
[2] 64QAM

Ranging Status Success

Signal Stats (Codewords) Bonding Channel Value
Channel ID 9 10 11 12
Total Unerrored Codewords 2793292415 2792614872 2792632754 2792640059
Total Correctable Codewords 2623 185 0 2
Total Uncorrectable Codewords 1319 1413 522 1392


djrobx
Premium
join:2000-05-31
Valencia, CA
kudos:2
Reviews:
·Time Warner Cable
·VOIPO

it seems to happen the most between the hours of 2-9PM, but that's also more likely the time a user would be on and notice something so I wouldn't suggest its time bound.

Channel change requests happen because the CMTS is trying to balance the load. This activity is most likely to happen during peak hours.

If not fixed, the problems will likely stop once TWC figures out how to get the upstreams bonded, removing the need for channel changes on bonded modems.
--
AT&T U-Hearse - RIP Unlimited Internet 1995-2011
Rethink Billable.

mpgstuff

join:2003-07-07
Kenosha, WI
Thanks for the response. I will see what the technician says tomorrow. I'm not sure what he/she will want to look at inside the house (or outside for that matter). Inside, nothing has changed in the 10 years we've had the service. I looked at the coax and splitters and everything is tight and "appears" fine inside.
I can show them the cable modem logs and the new cable modem, the is about it for inside.

As a side note, I noticed in the SB6141 logs that my most recent entry (a few posts up) was timestamped Dec 22 2012 06:47:48. Now when I look at it, it is the same error message (T3 Time-out) but the time-stamp is Dec 22 2012 10:18:52 and the 06:47:48 entry is no longer there. Does the SB6141 do some sort of in-place log replacement/consolidation?


motorola870

join:2008-12-07
Arlington, TX
kudos:4

1 edit
reply to djrobx
not necessarily going to stop load balancing I had my modem reset the other night and it took the primary downstream for 783MHz to 807MHz which is channel 5 all while still bonding 6 downstreams and 4 upstreams!

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File
Security Enabled BPI+

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 5 807000000 Hz -5.9 dBmV 35.4 dB 1857 0
2 Locked QAM256 1 783000000 Hz -4.3 dBmV 37.2 dB 145 0
3 Locked QAM256 2 789000000 Hz -4.5 dBmV 37.0 dB 200 0
4 Locked QAM256 3 795000000 Hz -5.1 dBmV 36.1 dB 522 0
5 Locked QAM256 4 801000000 Hz -5.1 dBmV 36.2 dB 705 0
6 Locked QAM256 6 813000000 Hz -5.5 dBmV 36.2 dB 1011 29
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 and ATDMA 10 2560 Ksym/sec 33000000 Hz 42.0 dBmV
2 Locked TDMA and ATDMA 9 2560 Ksym/sec 36500000 Hz 42.0 dBmV
3 Locked TDMA and ATDMA 11 2560 Ksym/sec 29500000 Hz 42.0 dBmV
4 Locked TDMA and ATDMA 12 2560 Ksym/sec 24500000 Hz 42.0 dBmV

I would think that the correctables should be expected in my area as TWC is using the same bands as wireless providers do so there could be a small amount of noise getting in from the node to my house I believe this set up is better than having my downstreams in the 99MHz to 123MHz like some areas do in Ohio on TWC.

I am actually surprised that have 4 upstreams with QAM64 as when QAM64 first rolled out at the beginning of 2011 in my area I was struggling to keep QAM64 on two of the 4 upstreams and sometimes 3 of them as my modem would keep alternating. Right now these basically are equivalent to two QAM64 6.4MHz wide channels on the downstream I have a feeling that we will have them respaced in early 2013 to maximize the upstream capacity and two of them will go 3.2MHz wide QAM16 and the other two will go 6.4MHz wide QAM64.

mpgstuff

join:2003-07-07
Kenosha, WI
reply to mpgstuff
Tech came out to the house today about 4 hours ago. Long story short, I still have the problem.

He came in the house and we looked at the modem diagnostic page. Power levels looked good. I showed him the logs, read him the log messages, and he really had no explanation. He said maybe they were trying to push a new configuration to the modem which was causing it to reset (for 2 months??). This has been happening for 2 months on 2 different modems (granted one was ancient), the configuration thing is obviously not the case. I think he just said that because I told him this was a new modem. He really did not have anything to say about the log messages.

He was then concerned with the power levels of the cable boxes (we have not had any problems with them). One of the power readings on the boxes was out of spec.

He eliminated our current splitter configuration and added one new 4 way splitter. This brought the readings down to spec on the cable boxes.

This also brought my cable modem power levels from:
Downstream was -2 to -3, is now -6
Upstream was -46, now -49

I'm at the point now where it seems it has to be something on their end and all I can do is hope that it gets fixed sooner rather than later.

Channel ID 9 10 11 12
Frequency 693000000 Hz 699000000 Hz 705000000 Hz 711000000 Hz
Signal to Noise Ratio 37 dB 37 dB 37 dB 37 dB
Downstream Modulation QAM256 QAM256 QAM256 QAM256
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
-6 dBmV -6 dBmV -6 dBmV -6 dBmV

Upstream Bonding Channel Value
Channel ID 1
Frequency 33000000 Hz
Ranging Service ID 4889
Symbol Rate 2.560 Msym/sec
Power Level 49 dBmV
Upstream Modulation [6] 16QAM
[2] 64QAM

Ranging Status Success

Signal Stats (Codewords) Bonding Channel Value
Channel ID 9 10 11 12
Total Unerrored Codewords 85621901 85006766 85025197 85034790
Total Correctable Codewords 107 176 0 0
Total Uncorrectable Codewords 1419 2251 1425 506

Dec 23 2012 17:49:17 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:20 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot due to T4 timeout ;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Dec 23 2012 17:48:11 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 23 2012 17:47:41 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 23 2012 17:47:32 4-Error C401.0 DCC-ACK not received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 23 2012 17:47:32 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 23 2012 17:08:06 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 23 2012 17:08:01 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 23 2012 17:07:37 3-Critical C206.0 DCC aborted unable to communicate on new upstream channel;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 23 2012 17:07:37 3-Critical R08.0 16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 23 2012 17:07:36 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 23 2012 17:07:28 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

mpgstuff

join:2003-07-07
Kenosha, WI
reply to mpgstuff
Is it worth checking with someone else within a few block radius to see if they have similar issues? Would an issue like this impact a whole neighborhood/area? I just want to be positive it is nothing on my end.
- Replaced old SB4100 with new SB6141. Still have several modem reboots per day. Errors in the logs between the two models appear to be roughly the same. T3 Timeouts, can't find an upstream, T4 reboots.
- Technician came to house and verified signals are good. Changed the splitter configuration which really only helped the cable boxes (made my modem signals higher all around 49-50 upstream and -6/-7 downstream. I can change back to the old configuration which would get upstream 45-46 and downstream -2/-3. We had no issues with our cable boxes, but one reading was out of spec). He had no explanation for the modem log messages.

I thought perhaps I was in the clear, I went roughly 2 solid days (25th and 26th) without any disconnects. Today I've had several, the log has already bumped off the 12:30am and 2:30am disconnects.

hobgoblin, do you have any advice? There was a lot of legitimate emphasis put on getting a new modem. But even with the new modem, I still have the same issue??

Dec 27 2012 14:38:11 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:ea:7b:3a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:54 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:ea:7b:3a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:19 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:ea:7b:3a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot due to T4 timeout ;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Dec 27 2012 14:36:55 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:ea:7b:3a;CM-QOS=1.1;CM-VER=3.0;
Dec 27 2012 14:36:54 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:ea:7b:3a;CM-QOS=1.1;CM-VER=3.0;
Dec 27 2012 14:36:24 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:ea:7b:3a;CM-QOS=1.1;CM-VER=3.0;
Dec 27 2012 14:36:15 4-Error C401.0 DCC-ACK not received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:ea:7b:3a;CM-QOS=1.1;CM-VER=3.0;
Dec 27 2012 14:36:15 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:ea:7b:3a;CM-QOS=1.1;CM-VER=3.0;
Dec 27 2012 12:36:07 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:ea:7b:3a;CM-QOS=1.1;CM-VER=3.0;
Dec 27 2012 12:35:47 3-Critical C206.0 DCC aborted unable to communicate on new upstream channel;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:ea:7b:3a;CM-QOS=1.1;CM-VER=3.0;
Dec 27 2012 12:35:47 3-Critical R08.0 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:ea:7b:3a;CM-QOS=1.1;CM-VER=3.0;
Dec 27 2012 12:35:46 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:ea:7b:3a;CM-QOS=1.1;CM-VER=3.0;
Dec 27 2012 12:35:41 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:ea:7b:3a;CM-QOS=1.1;CM-VER=3.0;
Dec 27 2012 11:53:09 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:ea:7b:3a;CM-QOS=1.1;CM-VER=3.0;
Dec 27 2012 11:52:52 3-Critical C206.0 DCC aborted unable to communicate on new upstream channel;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:ea:7b:3a;CM-QOS=1.1;CM-VER=3.0;
Dec 27 2012 11:52:52 3-Critical R08.0 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:ea:7b:3a;CM-QOS=1.1;CM-VER=3.0;
Dec 27 2012 11:52:52 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:ea:7b:3a;CM-QOS=1.1;CM-VER=3.0;
Dec 27 2012 11:52:46 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:ea:7b:3a;CM-QOS=1.1;CM-VER=3.0;
Dec 27 2012 11:22:26 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:ea:7b:3a;CM-QOS=1.1;CM-VER=3.0;

Downstream Bonding Channel Value
Channel ID 9 10 11 12
Frequency 693000000 Hz 699000000 Hz 705000000 Hz 711000000 Hz
Signal to Noise Ratio 37 dB 37 dB 37 dB 37 dB
Downstream Modulation QAM256 QAM256 QAM256 QAM256
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
-6 dBmV -6 dBmV -6 dBmV -6 dBmV

Upstream Bonding Channel Value
Channel ID 2
Frequency 21000000 Hz
Ranging Service ID 4889
Symbol Rate 2.560 Msym/sec
Power Level 50 dBmV
Upstream Modulation [6] 16QAM
[2] 64QAM

Ranging Status Success

Signal Stats (Codewords) Bonding Channel Value
Channel ID 9 10 11 12
Total Unerrored Codewords 199325829 198600096 198617779 198627021
Total Correctable Codewords 170 494 0 0
Total Uncorrectable Codewords 1407 1440 1516 1368

Model Name: SB6141
Vendor Name: Motorola
Firmware Name: SB_KOMODO-1.0.6.3-SCM03-NOSH
Hardware Version: 7.0
Firmware Build Time: Aug 18 2011 10:27:53

mpgstuff

join:2003-07-07
Kenosha, WI
reply to mpgstuff
Update:
Still having this issue with several reboots/disconnects per day. Some days are worse than others.

Called on Sunday December 30th and after about 15 minutes on the phone with the National Helpdesk they transferred me to tier 3.

I was on the phone with Tier 3 for about an hour and towards the beginning of our conversation two timeouts/disconnects happened while he was monitoring the line. He said it looks like an issue with the upstream channel it is trying to switch to (similar to what has been pointed out by some users in this thread).

He then wanted to monitor some neighboring houses in the area who would be on this same upstream "channel/frequency" not sure what term he used. After looking for a while, he said it might be "hard to find another house" on this frequency/channel/upstream. Finally he found one, but of course for the rest of our conversation there were no more timeouts. He said if he could capture both my connection and a neighboring house's connection dropping, he could escalate it to an "area issue" and a network engineer would be assigned to it.

He said he would leave the monitor up on his screen for a while and then he would transfer it over to a team that specifically monitors things. I'm not sure how long he said he said they would monitor the connection(s), I neglected to ask. The national help desk rep had me plug a pc directly into the modem and I asked if I could plug the router back in and he said yes, they would monitor by the modem's MAC. I did unplug the modem briefly when switching back to the router, hopefully that did not skew any monitoring. However, about one hour after getting off of the phone I did receive several more timeouts/disconnects. The following day, Dec. 31st I received some timeouts at around 9-10AM but then the connection was rock solid the rest of the day. I had almost thought they fixed something, but today, Jan. 1, I've experienced 3 or 4 timeouts/reboots.

The tier 3 tech also setup another appointment for a technician to come to the house to check the lines. This will be the 2nd person who has been out here. He said he made some notes on the service order as to what to check, so maybe that will help. The last technician spent all the time putting a new splitter in to bring the cable TV boxes down to spec.

At one point in the conversation I explicitly asked him if he thought it looks like it could be something within my house and he said, with what he had seen so far, no - it seems like something on their end.

The tech is coming out next week. I don't really expect much to be accomplished by the visit. The tier 3 guy said to call back within 3 days and I should be transferred right to tier 3 again.

I'm tempted to call back to inquire about the "monitoring", but I'm not sure if I'd be able to get anywhere as I was never given any case id or anything.

cramer
Premium
join:2007-04-10
Raleigh, NC
kudos:9
Every time I've seen this, it's been a misconfiguration within the network (usually at the CMTS.) Of course, it takes MONTHS of arguing to get an engineer with a clue to login to the CMTS and fix the problem almost instantly.

(Having been that level engineer, it's just as frustrating to me that it takes so long for someone to bring it up. I don't want to talk about how many "chronic" issues I've fixed by accident -- overhear a conversation, be in the boss's office when someone asks about it, or get bored and look through logs and ticket queues.)

mpgstuff

join:2003-07-07
Kenosha, WI
said by cramer:

Every time I've seen this, it's been a misconfiguration within the network (usually at the CMTS.) Of course, it takes MONTHS of arguing to get an engineer with a clue to login to the CMTS and fix the problem almost instantly.

(Having been that level engineer, it's just as frustrating to me that it takes so long for someone to bring it up. I don't want to talk about how many "chronic" issues I've fixed by accident -- overhear a conversation, be in the boss's office when someone asks about it, or get bored and look through logs and ticket queues.)

Thanks for the response cramer.
I really hope sooner rather than later that this issue will be brought to the attention of someone who can/will fix it. It is just frustrating not knowing how many times I will have to call in order for it to get to someone who can help. My biggest fear is that it will never get to that level.

The tier 3 gentleman was very nice and willing to help. He seemed to emphasize that in order for this to be escalated to a network engineer they needed evidence it was impacting multiple homes. I'm not sure if they captured this information with their monitoring or not. I'm glad that he witnessed the timeouts first-hand during our conversation and hope that he made detailed notes on my account.

The 2nd technician comes out a week from tomorrow. I suspect I will still have the issue after the visit and will be calling again within the 3 day window afterwards.

BSPiotr

join:2012-12-01
Cleveland, OH
I pretty much in your boat. Same issue, slightly different modem, same run around. They actually told me they don't support customer bought modems in terms of firmware upgrades and such, so I'm waiting a bit before I can think of what to do next.

mpgstuff

join:2003-07-07
Kenosha, WI

3 edits
said by BSPiotr:

I pretty much in your boat. Same issue, slightly different modem, same run around. They actually told me they don't support customer bought modems in terms of firmware upgrades and such, so I'm waiting a bit before I can think of what to do next.

I haven't had any TWC reps mention anything to me yet about having a customer owned modem (luckily). The tier 3 guy said it seemed like I had the most recent firmware. I mentioned that the firmware has a build date of 2011 but the conversation kind of moved to a different topic.

It is always a fear in the back of my mind they will say its the modem and since its customer owned its hands off. I'm hoping the tech who is scheduled to come out does not say that. I am going to emphasize to the technician that the tier 3 gentleman seemed to think/confirm it was something beyond the inside of my house and probably even beyond the drop from the pole (as cramer has pointed out as well). I'm not sure what the field tech will say to that, hopefully the tier 3 guy put some notes on the service order stating as much.

Again as cramer has said, and as the tier 3 tech basically admitted, it seems like an issue beyond the customer modem, beyond the house. There is another thread here where a user had a customer owned SB6141 and was experiencing the same problems. He went and got a TWC lease Arris brand modem and still reported the same exact timeouts/drops.

In my case, this issue has happened on an SB4100 (old TWC lease which was stable for 11 years), and a brand new SB6141 - same exact issue timeouts/upstream problem. The coax within the house has been the same configuration/runs/splitters for the entire time we've had the service and this issue started happening 2 - now almost 3 months ago. The first tech put a new splitter in and the issue persists. I've physically moved the modem to a different location and I've tried a third splitter configuration and still experience the same exact issues.

As a side note I've resorted to watching the network status page for events in my area. Next week there is a "Cutting over coax affecting node" planned event about 5 blocks away from me. It lists what appears to be some specific node and a specific house address. Not sure what this even means or what node I'm on, but it at least gives me a little sense of (false) hope.