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Meatball

join:2006-03-26

1 edit
reply to mpgstuff

Re: SB6141 Firmware Update?

Well, here's a new little wrinkle. Since the tech was out here on Wednesday, things have been pretty good, but I've noticed a pattern. Every six hours I'm dropping connection once or twice. Here's my latest round of disconnects.

1/3/13
AM
9:08 - 9:11
9:21 - 9:22

PM
2:55 - 2:57
3:03 - 3:04
9:46 - 9:47

1/4/13
AM
3:04 - 3:05
3:14 - 3:15
9:08 - 9:09
9:13 - 9:14

Great huh? My power levels are really getting near the borders of acceptable signals, close to +14 downstream and +31 upstream. I'm calling in again, but unless the tech shows up right at 3 or 9 and can see the disconnects happening they're going to shrug and say they have no idea.

Edit: Just talked to Tier 3 support again. Truck 4 is on it's way tomorrow AM. This is just getting stupid. I swear, if I had any viable option to switch to another ISP I'd be all over it.


mpgstuff

join:2003-07-07
Kenosha, WI

1 edit

That is quite odd that there seems to be a time pattern now?

Does tier 3 ever mention the possibility that it could be something beyond your house/drop? Like a misconfiguration on their end? Do you know if your "neighborhood node" maintenance ever happened? If you go to the RR network status page, do you see anything scheduled around you residence? (»help.rr.com/AA/rrwho.aspx?Return···tus.aspx)

Although now, like you said, your levels are super borderline out of spec so I would think that would be the first thing the field tech focuses on.

With each dropout do you still receive the same errors as in earlier in the thread? The T3 timeouts, failed to communicate on upstream, etc?

I just had a dropout myself, right in the middle of doing some work.
Here is a combination of two log files I've saved so far today. I notice I get two scenarios - both result in loss of connection. Sometimes I get the T4 timeout which logs a full modem reboot, resets modem uptime, etc. Sometimes I'll just get the "16 consecutive T3 timeouts" - still lose service and modem lights will cycle - but no legit modem reboot and uptime remains the same. My upstream signal level is around 48-50 and downstream -6 (tier 3 said that is fine, but I have had this modem on several different configurations where upstream wasn't as hot - still had same problems).

Jan 04 2013 19:45:34 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 00:01:53 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;
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=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;
Jan 04 2013 19:43:20 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;
Jan 04 2013 19:42:50 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;
Jan 04 2013 19:42:40 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;
Jan 04 2013 19:42:40 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;
Jan 04 2013 19:40:37 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 04 2013 19:40:28 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;
Jan 04 2013 19:40:02 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;
Jan 04 2013 19:40:02 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;
Jan 04 2013 19:40:02 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;
Jan 04 2013 19:39:59 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;
Jan 04 2013 11:00:39 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;
Jan 01 1970 00:00:43 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;
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;
Jan 04 2013 10:59:35 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;
Jan 04 2013 10:59:34 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;
Jan 04 2013 04:39:03 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;
Jan 04 2013 04:38:45 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;
Jan 04 2013 04:38:45 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;
Jan 04 2013 04:38:45 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;
Jan 04 2013 04:38:38 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;
Jan 04 2013 03:48:30 6-Notice I503.0 Received REG-RSP while in REG-HOLD2 state;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 04 2013 03:48:27 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 04 2013 03:48:11 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;
Jan 04 2013 03:47:20 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;
Jan 04 2013 03:47:20 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;
Jan 04 2013 03:47:20 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;
Jan 04 2013 03:47:13 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;
Jan 04 2013 02:31:28 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 00:01:23 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;
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;
Jan 04 2013 02:29:33 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;
Jan 04 2013 02:29:33 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;
Jan 04 2013 02:29:03 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;
Jan 04 2013 02:28:53 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;


Meatball

join:2006-03-26

Surprisingly I haven't had a drop in almost 12 hours and I still have a tech coming tomorrow morning. Downstream levels have been in the 9-10 dBmV, which is better, but still not great, and upstream is still sitting just about 31 dBmV.

As for the errors, yes, the exact same pattern. I'll first get these two error messages.

Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:86:1e:02;CMTS-MAC=xx:xx:xx::cb:2c:60;CM-QOS=1.1;CM-VER=3.0;

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx::86:1e:02;CMTS-MAC=xx:xx:xx::cb:2c:60;CM-QOS=1.1;CM-VER=3.0;


My internet connection and connection to the modem will then begin to timeout. About 60-90 seconds later I get the following 2 errors and everything is up again.

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx::86:1e:02;CMTS-MAC=xx:xx:xx::cb:2c:60;CM-QOS=1.1;CM-VER=3.0;

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx::86:1e:02;CMTS-MAC=xx:xx:xx::cb:2c:60;CM-QOS=1.1;CM-VER=3.0;


Sometimes some of those messages will pop up individually without reconnects, but the MIMO event message only shows when the modem reconnects.

As for the tier 3 guys and a neighborhood problem. Yes and no. Depends on who I talked to. I've probably talked to over 15 different people at this point including 3 techs at my house and 3 different 'Tier 3' support techs. 4 or 5 of them believed there was a problem with something in the neighborhood, but then again, 4 or 5 of them thought it was my modem. I really don't think these guys communicate very well, and one tech will 'discover' something, and the next person you talk to has no idea what your talking about. Some of the techs are amazed that other techs didn't test or see what they're seeing, other guys have no idea.

It's getting to point where I know more about what I should be seeing and what's going on than most of the support folks I'm talking to. I know what's wrong, I just can't fix it... :)

I honestly think that I can use the Motorola and bring the Arris back if they ever fix whatever this underlying issue is, but at this point I don't want to give them anything they can try to blame that isn't theirs.

mpgstuff

join:2003-07-07
Kenosha, WI

I identify 100% with your post. I have a 2nd field tech coming out Wednesday and I am certain I will be calling the following day to speak with tier 3 and continue down the same road.

Looks like I have the same log messages in my post above as well. I've had 2 more timeouts since posting that.

Again, please keep us updated!


Meatball

join:2006-03-26

1 edit

Tech just left, but I don't really think much was accomplished. Of course, I haven't had a disconnect in almost 24 hours, which is great, but I don't know if there's any reason for that or I've just been lucky.

No one can tell me whether or not maintenance has been out in my neighborhood and done any work, and I was still seeing high power levels, but things seem to be working.

When the tech showed up (another new guy, that's 4 new guys in 4 visits), I walked through the whole situation once again (don't these guys document anything?) I might have been talking over this guys head because he's nodding and says, "Yeah, I think I had a call in your neighborhood a week ago, a guy had good signal levels, but was getting I3 and I4 timeouts." So I say, "You mean T3 and T4?" And he nods, "Yeah those." Oi...

He checked the lines, and of course they were fine other than the signal being high. The only thing he did was swap out the one splitter I had left, a Commscope SV-V2G that knocked each output down 3.5 dB's with a Commscope SVD-C6G that knocked down one output 1.2 dB's (fed to the intelligent home Ubee modem) and the other down 6 dB's (fed to the Arris internet service modem). Power levels on the Arris are now 7-9 dBmV across the 4 downstream channels and 34.75 dBmV on the one upstream channel.

Unfortunately, there's little for me to do but wait and see what happens. The Tier 3 guy I spoke to last night might have hit the nail on the head when he told me, "Lot of times the guys coming out just keep swapping out stuff until things work, but we never figure out what the problem actually was." I'm pretty sure that's what's happened in my case. I did ask the tech that was here if he had any other modems on the truck, and all he had was the same Arris model I had.

So at this point, I'll give it a few days and if I don't see any issues, I'm going to throw the Motorola back online and see if it works. I doubt it though since I'm out of range of the power levels Motorola told me were best for the SB6141.


Meatball

join:2006-03-26

3 edits

And once again, I spoke too soon. 2 Disconnects within 15 minutes...GAH!

Edit: Make that 3 times in 20 minutes...

Edit 2: Make that 4 times in 30 minutes. Swapping the SV-V2G 3.5 dB splitter back in.


Meatball

join:2006-03-26

Well, just got off the phone with these guys again. Got transferred up to Level 3 support. He said he was seeing 'very high' Rx levels and that they were all over the place. That could be caused by the weather, but they should be able to fix that.

Of course, they have to send another tech out, and the next available appointment is Monday at 11 AM. And that's probably just for them to come out and say, "Yeah, they look high, I have to put in a Maintenance ticket."

Flipping unbelievable...


mpgstuff

join:2003-07-07
Kenosha, WI

That is ridiculous, exactly the type of cycle I am hoping to avoid, but seems inevitable.

Does tier 3 ever make mention of escalating the issue up to a "network engineer" or anything? The one tier 3 guy I spoke to mentioned this, but he said he had to witness/have proof of my connection dropping and another house in the neighborhood dropping before he could escalate it as an "area issue" for a network engineer. All the customer service reps, two tier 3 guys, and one field tech have all said my signal levels look fine, well within spec.

As you've stated, the intermittent nature of this problem doesn't help the troubleshooting process at all. My connection has been flawless since 11:08PM last night, up until an hour ago. I've had 2 disconnects in the last hour.

I'm playing the waiting game until Wednesday when the field tech comes. I am very doubtful that he will find anything wrong inside the house. I am going to stress that the tier 3 guy said he didn't think it was anything inside the house and that he scheduled the truck roll "just to cover all bases". The tier 3 guy said he made notes for what the field tech should test for, hopefully that is true.

I also called the national support # last night to see if they had any "monitoring results" from what the tier 3 guy setup on Dec. 30th. The national helpdesk person said he could only see 24 hours worth of monitoring data. I then asked if "name" from tier 3 made any notes on my account and he said the only thing it showed was that he scheduled a truck roll. I'm hoping there are some notes, somewhere on my account, that this tier 3 guy wrote since he witnessed 2 timeouts while I was on the phone with him. Probably not, and it will be like starting fresh the next time I talk to someone.

I'm 99% certain I will be calling support Friday after the field tech visit on Wednesday. Hopefully I can get to tier 3 relatively easily. On the RR network status page for my area there is a "planned event" on Thursday about 4-5 blocks away from my residence that says: " ... CUTTING OVER COAX AFFECTING NODE ... " and then lists some sort of node ID and a specific house address. This probably doesn't mean anything and will have no affect on my connection, but I've resorted to putting all my hope of getting this issue fixed into 'events' like these.


Meatball

join:2006-03-26
reply to Meatball

Well, I got lucky and they were able to get another guy out here today. 5th guy/truck in less than 2 weeks, yay! He ran signal tests outside and found that the signal was running "very high" at both the tap on my house and on the street. Levels were like +19 dBmV downstream and +25 dBmV Upstream. He was shocked none of the other guys had noticed this. (Seems to be a recurring theme) and said there was probably an amplifier pushing out way too much to my house and maintenance should be able to fix it.

This guy seemed to be pretty good and actually called into his supervisor to discuss and the maintenance dispatch while I was standing right there to tell them to expect the maintenance request shortly. While I was talking to him he mentioned a few nice tid bits.

1) Even though 2 previous techs had said they were going to put in a maintenance ticket, neither had done so and maintenance had never been sent out.

2) The maintenance trucks aren't allowed to contact the customer, and there really isn't an easy way to find out if it they actually go to your neighborhood unless you actually see the truck.

3) They've been having all sorts of issues with the Motorola's.

4) They've also been having issues with the Arris modems as well. (He didn't have any other suggestions on what Modems to try.)

5) The tools that the Tier 3 guys use aren't the same ones they're using in the field and a lot of times they'll see different results.

He basically put in the maintenance ticket right in front of me and told me that if things weren't squared away by noon tomorrow to call in again.

I ended up going out right as he left since they'd killed my entire day off and I had to get some stuff done. About 45 minutes after he and I left, I see in my modem logs that there was about 10 minutes repeated Synch errors ("Synch Timing Synchronization failure - Loss of Synch", "RCS Partial Service", "Lost MDD Timeout") had some Synch failures for about 10 minutes and then everything cleared up. Modem hasn't had a problem in the three hours since and levels look better. Down to 5-6 dBmV downstream and 34 dBmV Upstream.

I'm hoping that means the maintenance guys were here and fixed whatever the root problem is, but at this point I won't believe anything till the modem has been up a week without the issues coming back.

Good luck with your call!


mpgstuff

join:2003-07-07
Kenosha, WI

2 edits

Thanks for the update. Sounds like you got lucky and got a good field tech out there, hopefully your issue is resolved. It makes me uneasy to hear they are "having issues" with certain brands of modems. Do you plan on switching back to your SB6141 if everything seems to have cleared up?

I'm sure you'll be keeping an eye on the logs/connection. Let us know if you happen to experience any of the same dropouts over the next few days (hopefully not!!).

Edit: I've had 8 dropouts in the last hour and a half. I think that might be a record for me frequency-wise. Tried to call and speak to tier 3 but they would not let me since I have this field tech visit scheduled for the 9th. She said if a level 3 person set up the truck roll, it will be a "level 3" technician sent to the house she said "the best of the best, rest assured they will fix it".


Meatball

join:2006-03-26

Yeah, hopefully things have been taken care of, but I've seen it go for a day without a problem and then go to heck again, so I'm not holding my breath. I did see one "No Ranging Response received - T3 time-out" error about 40 minutes ago, but nothing else in the last 5 hours.

If things are good for a few days, I'm going to try to swap the SB6141 back in. I already paid for it and it's long past the return date, so instead of paying $4/month to TWC for the lease and eat the cost of a SB6141 sitting on the shelf, I'd like to swap it back into play. The one downside I see with the Moto modem is that it'll never get a firmware update since Moto won't give it to consumers, and TWC won't do it because they don't own it. Firmware is already over 18 months old on that thing.

Good luck with the best of the best. Whatever you do, make sure he really put a maintenance ticket in if that's what they think it is.


mpgstuff

join:2003-07-07
Kenosha, WI

I think my record modem uptime for the month of December is like 2 days and a few hours - so I'd agree I don't think you are out of the woods yet, especially if you saw that one T3 Timeout.

I experienced 11 or 12 disconnects/reboots between 8PM and midnight. Very frustrating.


Meatball

join:2006-03-26
reply to Meatball

Well, we're at the moment of truth. Had a full 24 hours without a single error/disconnect, so called in and had them reauthorize the Motorola SB6141. I was hoping they could leave the Arris authorized and if I started having issues I could swap back real quick, but I guess they can only have one authorized at a time.

Switched from the Arris to the 6141 about 30 minutes ago and been alright so far. I'm not 100% comfortable with the current power levels of 4-5 dBmV downstream and 34 dBmV, but time will tell if the Motorola will work alright at those levels.

On another topic, earlier this afternoon I got a call from TWC "Social Services" or something like that. Apparently they saw one of my tweets 'expounding' on my challenges with their service and support. Woman asked if everything was alright and offered to credit me a month's worth of service and call me back in a week to be sure everything was still working.

Moral of the story, make sure you tweet what's going on with @twc in the tweet. May take a week or two, but maybe they'll compensate you a bit for your troubles. Does it make up for all the time and aggravation? Absolutely not, but I guess there's not a whole lot more I can ask for.


Meatball

join:2006-03-26

Well, that was a short experiment. Within 4 hours the Motorola dropped connection twice, so I called back in and swapped the Arris back in as the main modem. Been up 8 hours without any problems.

While I don't think the Motorola is bad, I think the signal levels are still a bit off and the Motorola is just finicky about the signal, so it's dropping. Guess I'm stuck with the Arris and paying $4/month for the lease. I guess it's worth it so I don't have to deal with every support tech I call into telling me any problem I have is because I own my own modem and they can't do anything about it.



NetFixer
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join:2004-06-24
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said by Meatball:

Well, that was a short experiment. Within 4 hours the Motorola dropped connection twice, so I called back in and swapped the Arris back in as the main modem. Been up 8 hours without any problems.

While I don't think the Motorola is bad, I think the signal levels are still a bit off and the Motorola is just finicky about the signal, so it's dropping. Guess I'm stuck with the Arris and paying $4/month for the lease. I guess it's worth it so I don't have to deal with every support tech I call into telling me any problem I have is because I own my own modem and they can't do anything about it.

The Motorola SB6120, SB6121, and SB6141 are very picky about upstream signal levels when bonded upstream channels are used. Prior to firmware release SB_KOMODO-1.0.6.8-SCM01-NOSH they would reboot whenever a T4 timeout occurred on an upstream channel even though it should have been able to continue operating with the remaining channel(s). After that firmware release, the modem will drop only the single channel and continue to operate with the remaining channel(s).
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Meatball

join:2006-03-26

Ah, and unfortunately for those of us on TWC that purchased the Moto's directly, there's no way to update the firmware. Moto won't offer it to consumers and TWC won't update customer owned equipment.


RolandM

join:2013-01-06
New York, NY

Am in NYC and have experienced the very same problems. For the firt two months the SB6141 worked perfectly; then the drops, the same error messages (e.g., no ranging response received, T3 timeout) But I have to restart the modem from the Config page.

Had a Tech 3 come out to the house and got me grrat power 2 downstreaml around 36 or 8 upstream; good s/n ratio. After he left, worked fine for two days and then....the S.O.S.

I am pretty sure that the problem is on thier side; and have resigned myself to sit tight until they resolve it.

One quick question: do your modems restart on their own?

Thanks.


Meatball

join:2006-03-26

I haven't actually seen the modem reboot as it's in another room, but the error message I usually see says it is: "Notice Cable Modem Reboot due to T4 timeout" and since at that point the modem stops responding for a minute or so, I assume it is rebooting.

For what it's worth, switched back to the Arris about 14 hours ago and not a single issue since. It's gotta be something on their back end that just isn't playing right with the Moto's.


mpgstuff

join:2003-07-07
Kenosha, WI
reply to Meatball

Glad to hear you aren't having any issues on the Arris, Meatball, although that is unfortunate about the SB6141.

I would have to agree that it has to be something on their end causing the issue. Prior to my SB6141, I had an SB4100 that was rock solid for 11 years up until 2-3 months ago when I started having this issue. Then I get an SB6141 thinking its the SB4100's fault, and continue to have the same issue.

RolandM - my cable modem is right below my PC and the behavior I usually see is 1 of 2 scenarios:
1 - Log will display "16 consecutive T3 timeouts" along with other various upstream messages. The lights on the modem will immediately start cycling. Downstream locks right away, but upstream will try and try and try, then it will go back to downstream lock downstream, then continue on to upstream. Eventually it hooks up. In this scenario, there is no "Cable Modem Reboot to T4 Timeout" message and the modem uptime remains unchanged, but there is a loss of connection during this time.
2 - The other scenario is the same as above, except there is a full reboot and a corresponding "Cable Modem Reboot due to T4 Timeout" message in the logs. From what I remember, when this happens, all lights go out except power - pause a few seconds - then it starts its cycling process. This resets modem uptime.

As far as my issues, I received 3 automated calls today. The answering machine got 2 of them. The recording basically said they had fixed something in my area and wanted to confirm I was still having an issue - and whether or not to keep the scheduled tech call. I opted to keep the tech call. The first call was around 9AM and my log is clean as of Saturday night around 11PM with the exception of one single T3 timeout message at 4:40PM today.


Meatball

join:2006-03-26

All good things must come to an end and I'm starting to see some issues once again, with the Arris still. Things are still certainly better, but I'm still occasionally getting disconnects. I had one yesterday and two today.

Two disconnects today isn't a lot compared to what I was dealing with previously, but they of course happened right in the middle of a conference call with my boss. The fact that it's happening at all means it's the exact same problem. The exact same error messages are popping up in the modem log, which means the root cause hasn't been fixed. For grins I tracked the power levels I saw on my modem throughout today. I tracked the highest level I saw downstream (was always channel 49/585 Mhz) and the upstream power levels.


8 AM - 2.4 dBmV, 34.21 dBmV
10 AM - 4.9 dBmV, 34.21 dBmV
1 PM - 5.0 dBmV, 34.21 dBmv
2 PM - 6.9 dBmV, 34.21 dBmv
3 PM - 7.2 dbMv, 36.71 dBmv
4:16 - 5.5 dBmv, 36.25 dBmv, Connection Drop
4:35 - 7.1 dBmV, 36.25 dBmv
4:39 - 6.0 dBmV, 36.25 dBmv, Connection Drop
4:54 - 7.6 dBmV, 36.25 dBmv
5:10 - 5.7 dBmV, 36.25 dBmV
7:10 - 7.5 dBmV, 36.25 dBmV
8:10 - 7.3 dBmV, 36.25 dBmV
9 PM - 5.2 dBmV, 36.25 dBmV
10 PM - 6.8 dBmV, 36.25 dBmV


I know there's supposed to be some fluctuation, but I'm pretty sure swings of more the 3 dBmV is bad.

I contacted their online chat support to see if they could check it because I was on the phone. Dealt with about 30 minutes of platitudes from the tech like, "Yes, that would really frustrate me as well, I sincerely appreciate your patience and effort." Ugh. Anyways, after 30 minutes of trying to get my point across, he tells me I have to call the main support number and gives me a third ticket number.

I call the support number and after a bit on hold, go through the whole thing again, the tech says he's transferring me to level 3, and gives me a 4th ticket number. Get transferred to level 3, and the guy spends about 10 minutes reading all the back information, which is nice, because it's a first. He then says he's sending out the 'supervisor' in the morning, since this should have been fixed already and the techs should have found this. So, I await truck number 6 tomorrow at 9 AM.

Things are getting better, but until I can go 1-2 weeks without seeing this error, I'm going to call them every time I see it more than once in 24 hours. It's a giant pain, but I don't know what else there is to do. I can't keep losing connection in the middle of the work day, even if it's only once or twice.


mpgstuff

join:2003-07-07
Kenosha, WI

Sorry to hear you're still disconnecting, Meatball.
I'm convinced it has to be something on their end.

As stated in one of my above posts, on Monday I received an automated call saying they fixed something in my area and wanted me to confirm I still wanted the technician to come out on Wednesday - I confirmed this. However, I haven't had any disconnects since Saturday night. I'm starting to think that whatever they "fixed in my area" may have solved this issue.

Yesterday the technician came. He was very nice, seemed much more enthusiastic than the first technician. I was actually hoping he wouldn't want to change anything since I hadn't had any disconnects. However, similar to the previous tech, he was concerned about the levels of the cable boxes - still way too high on the input power reading.

He ran a new coax from outside (not the pole to the house, but the part that connects from that piece and goes inside) and eliminated a 2 way splitter we had immediately once the coax entered the house. He also added an amplifier which now goes into a 6 leg -9db splitter. Everything now comes off this splitter, including the modem. My upstream is about 47 and my downstream is +4/5 with SNR of 38. Also he got our cable boxes around -1 input power which he was very happy with. Additionally, he put new terminals on some of the coax that had an "older style" on them.

My log has been clean since we hooked everything up last night. However, prior to that, Sunday thru Wednesday all I had were two single T3 Timeout messages (not like before where I'd see 16 and T4 timeouts, etc - multiple times per day).

I think whatever it was, they fixed it in my area. I'm glad the tech ended up doing what he did, but I don't think it necessarily fixed the issue. I told him that I received the phone call about them fixing something, he said he wasn't aware and normally they call them when they do fix something like that.

I don't consider myself out of the woods yet. I'd like to see a solid week+ with no issues before feeling really comfortable. Fridays/Saturdays seem to be worse as well (last weeks were anyways). We'll see what happens over the next few days.

Please keep us updated!


Meatball

join:2006-03-26

2 edits

I know it's something outside at this point as well. Truck # 6 showed up Wednesday with the 'supervisor'. Guy was pretty cool and basically started outside and swapped out a bunch of stuff that hadn't been done. He saw a little kink in one of the lines, so he cut it back and put a new end on it. Saw a little bit of oxidation on the grounding block on the house, so he swapped that out. He tested the heck out of the lines, and it worked out well because he was here for almost 90 minutes. And while I didn't have any disconnects he got to see the wild fluctuations (on the order of 4-5 dBmV) I was getting in my signal, so he knew something was wrong.

He also discovered some other interesting stuff. First, they apparently still had my account flagged as having home phone service, which hasn't been the case for 3 months. He said that could cause issues and when he called in to have them remove that, he found that my account was not 'balanced.' They had 4 modems active on my account and there should have only been 2. The Arris for internet and an Ubee for their Intelligent Home service. He had them get that squared away.

He was amazed (as was I) that all the technicians I had dealt with before had missed all this stuff, any of which could have been the cause of my issues. He then called someone he knew in maintenance to get them out here to deal with the fluctuations in signal, since he was still seeing that at the tap out at the street. He leaves and 15 minutes later calls me back, "I think we have the wrong MAC address for your modem." I give him the MAC of the modem, and they had the wrong one in the system, so they fixed that and he tells me to call his cell phone if I had any issues after the maintenance guys show.

I see the maintenance truck outside about 30 minutes later and the guy does some stuff at the tap on the street for about 15 minutes and then bails. Two hours later...disconnect. I call the supervisor back, he sends the maintenance guy back, who I see once again outside for about 15 minutes. I don't have any more disconnects, but the supervisor calls back and I tell him I haven't disconnected, but I'm still seeing upstream and downstream fluctuations (I'm tracking them every 1-2 hours at this point.) He tells me the maintenance guy will be back out the next day, but maintenance wanted to bring another guy so they could trace the entire line and figure out the issue.

Thursday comes and I have 6 disconnects by early afternoon. I still haven't seen the maintenance truck by then so I call the supervisor tech. He calls the maintenance who claims that he couldn't get a 2nd guy to go with him, but 'should' be able to come out the next day (Friday). Regardless of that, the supervisor tells me they've discovered something. Since they've been out here so many time, and there's so many techs monitoring things, they've figured out that when my modem goes down, every modem on my block is also going down.

What??? An entire block of people are all dropping their modem connection at the same time for over a month, and it takes me calling them 30 times, six techs and 3 maintenance trucks before they figure that out? Ugh...

So to wrap up, my last disconnect was about 4 hours ago, and I wait with my fingers crossed to see if the maintenance guy actually shows today. The supervisor tech told me he's off today and tomorrow, so my gut tells me that I probably won't see or hear anything from them until Sunday, but I'll still be dealing with disconnects the whole time.


mpgstuff

join:2003-07-07
Kenosha, WI

Wow. I would think now that they have identified it as an area/neighborhood issue it would be escalated to the point where it is on a few people's radar's and their main priority to fix it???


Meatball

join:2006-03-26

Saturday evening, no truck, still getting disconnects. 6 yesterday, 4 today (so far). Time Warner is just awful. I'm going to phone blast the one tech who seemed to do anything tomorrow because he's the only one getting stuff done.

I swear, there's 10 different 'support' departments, none of which knows what the other is doing, and none of which seems to care if they actually fix an issue, they're just there to get in and get out to pass the problem on to another department so they can wash their hands of it.


Meatball

join:2006-03-26

1 edit

Nothing new to report on Tuesday evening. Still not seen any trucks, and now the tech that gave me his cell (the supervisor) isn't returning calls. The quality of customer support with Time Warner is amazing.

Only 1 disconnect Sunday, 2 on Monday and back up to 9 today. Called in yet again and expecting what I assume will be truck and tech #7 out here. It's funny, I'm starting to know what keys to press on their phone systems before it even says it.


Meatball

join:2006-03-26

Holy jumping jehoshaphats...I just got off of the phone with phone support. (It took me 4 calls and 45 minutes, because the first 3 techs disconnected me.)

According to this tech, everything in their records show that's it's been fixed and I'm not having any problems. Considering I've had 9 disconnects today, I just don't get it. They've put my modem on a 'watch list', which apparently checks my modem every 15 minutes. This of course doesn't do jack, because when I do drop it's only for 2 minutes, so it's most likely they'll not see it being down. This is probably why when I call in and say I'm having disconnect issues, they say it looks like my modem has been up for days without issue. They want me to wait another 24 hours now that I'm watched and call back if I'm still having issues.

I asked if they could check the modem every minute, b/c then they'd be sure to see the disconnects, but the tech didn't think that was possible.

This is extremely aggravating and I'm seriously thinking of dropping TWC and going with Windstream DSL. But I've had them in the past, and not only are they slower, but their service/support is just as bad. Man, what I wouldn't give for Fios or Google Fiber right about now.


mpgstuff

join:2003-07-07
Kenosha, WI

That is insane. If they've identified it affects everyone in the neighborhood you would think they would be all over it?

I'm not sure what exactly they "fixed" in my area, but I've not had a full disconnect since Jan 6th. Jan 7th I received an automated call saying they fixed something in my area. I still receive maybe 1 "T3 Timeout" single message per day. Here and there I also see a new one, "Timing Synchronization Failure". But again, I have not had a full blown disconnect/reboot now for over a week.

I feel your pain, that is ridiculous that it is still going on. Again, if they have identified this as a neighborhood issue I can't see how they are not trying everything under the sun to fix it.


Meatball

join:2006-03-26

Well, the fiasco continues. On the morning of the 16th I received a call from a 'supervisor' over at TWC and he said they were going to send someone out to sit outside and monitor the line for a while. He seemed to think it was a problem in the house (even though previous techs have tested the lines 5 times, replaced just about everything and seen the problems at the tap on the street.) He said they have someone out first thing in the AM on the 17th.

Have 4 more disconnects that evening.

17th rolls around and the tech (#7) shows up bright and early. He spends about 20 minutes testing things and can't seem to find anything wrong. Decides to swap out the Arris modem in the off chance the high signals I had a while back fried something. He puts the modem in and tells me to call back if I have any more problems.

Within 3 hours I start getting disconnects again. I call back the supervisor and tell him. He says he's going to walk down the hall to talk to the maintenance supervisor and get their trucks out to check the neighborhood stuff. I'm working and don't notice any maintenance trucks for 5 hours, but had 5 disconnects in the meantime. I call the supervisor back, he doesn't answer, so I leave a VM that I haven't seen anyone, and still having problems. Amazingly within 15 minutes I see two maintenance trucks (the ones with the bucket lifts) drive down my street. Ten minutes later, off they go and fifteen minutes after that, disconnect.

I figure maybe they were working up around the corner so I give them the benefit of the doubt and don't have any other issues before I head to bed. When I wake up this morning I see two disconnects overnight in the error logs, so I call the supervisor again this morning. He says he's going to send his 'lead tech' out between 3-5 PM and run some line tests on everything going from the street to the house (even though that's been ruled out already multiple times). He's also going to tell the maintenance guys the problem isn't gone. Five more disconnects before 4 PM.

'Lead Tech' (up to tech #8!) shows up around 4. He runs a test both on the line going from the street to the box on the house and from the box on the house up to the modem with some super duper Coax cable tester that apparently the only have one of in the whole region. Tests all come up fine, but he decides to run a new coax from the street tap up to the house and see if they can rule that out. (Didn't we already do that?) If that doesn't work, he tells me they can come out and run a new line from the outside box up to the room the modem is in. Now I'm kinda cranked, because he'll leave, I'll have problems, they won't get out here for a day or two to replace that second line and I'll have problems again and be stuck with another day or two before maintenance comes out.

I tell the 'lead tech' that and he calls the supervisor. The supervisor agrees to set up another call for first thing in the AM tomorrow morning (just what I want to do on my day off, get up at 7:30) to run the second line if I continue to have problems and I can cancel if need be.

So...I sit here and wait for them to run the 2nd line from the side of the house to the modem tomorrow, just so they can prove that it's absolutely, positively no way something going on in my house, which I think we've proved multiple times already. I haven't had a problem since the tech left, but that was only a few hours ago, and I've seen, on rare occasion, things work for 15-20 hours before going to crap again. I'm not cancelling tomorrow and I'm going to let them run that 2nd line b/c I'm positive I'll have problems over the weekend after they do that. At that point they replaced everything from the street to the modem, multiple times.

At this point, if it's not fixed by month end, I'm going to search for every TWC exec email I can find and send an email blast with this big ass text log I have of the whole disaster.


mpgstuff

join:2003-07-07
Kenosha, WI

Unreal.

What make/model modem did they swap your Arris out with? Same one?

Do any of the techs still say that it is a neighborhood issue with multiple homes dropping at the same time? Like you said it seems like that was already proven, but they're still focusing on house-specific items.

Nevertheless, good luck. Hopefully the tech tomorrow finds something, although it seems like they're still kind of going the wrong direction.

Keep us updated - I'd be really interested to see what the root cause of this is.


Meatball

join:2006-03-26

Yeah, same modem. The Arris DG860A. Every tech I've asked about modems, the only one they're giving out is that one.

The problem I'm finding is that these guys don't communicate at all. One guy comes in, does his thing, and then when the next guy comes here, I have to explain everything that's happened all over again. With the 8 trucks that have been here, it's been 8 different guys.

Once they change that last cable there's no way they can say it's anything other than a neighborhood issue. Problem is, maintenance will come out, check the line and if it's good right then, they drive off. The chance of them catching the 2 minute downtime when they are watching is slim.

I've also found out that since the modem isn't actually rebooting, from their perspective, it's not having a problem b/c they look at it and it's been 'up' for a week or two.