Mm2531
join:2012-12-04
Waxhaw, NC | [TWC] Intermittent internet drops in Charlotte. Going crazy-hel I purchased my own modem - Motorola 6141 4 weeks ago after TWC decided to start charging a rental. Ever since then, I have been having t3/T4 timeouts several times a day and the cable modem reboots itself.
TWC has actually been very helpful and responsive. The first tech came out and checked all the signals and connections, both inside and outside the house and found everything was OK. Signal levels are good. Suggested I replace the modem.
Got another brand new modem (same model), and the problems continued. Talked to Level 3 support, and they sent another tech out who said he was putting a monitor on my signal. After I had not heard back for 5 days, I called back and TWC sent another tech out. The tech checked the signals again and spoke to his supervisor. Said his supervisor would call me the next day and would send one of his senior techs to take a thorough look. True to their word, a tech came by the next day and this time attached a splitter and another modem (a Motorola SBG6850). They were going to see if the problem repeated itself on the parallel modem. This was yesterday.
The timeouts continued 3-4 times since then. Even though the log says that there is a cable modem reboot, it does not look like anything changes on the status lights; it just looks like the internet drops for a minute or so. I attached a laptop to the TWC modem today and looked at its log - no timeouts and it has an uninterrupted uptime!
Now I am at a complete loss. I don't think the two modems are very different - theirs has a router built in. On the other hand, I doubt I have two bad modems. I also see lots of messages with people having similar issues. So why does my modem drop the internet for a brief moment while the TWC modem stays on? Could it be something on the client side that is causing this? Obviously the parallel modem has no clients. Would appreciate any help or thoughts. The 6141 has the latest firmware available (August 2011).
I am posting the logs and signal levels below:
Cable Modem
Status Signal Addresses Configuration Logs Open Source Help
This page provides information about the current upstream and downstream signal status of your Cable Modem.
Downstream Bonding Channel Value
Channel ID 87 85 86 88
Frequency 597000000 Hz 585000000 Hz 591000000 Hz 603000000 Hz
Signal to Noise Ratio 39 dB 39 dB 39 dB 39 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 1 dBmV 0 dBmV
Upstream Bonding Channel Value
Channel ID 4
Frequency 34600000 Hz
Ranging Service ID 256
Symbol Rate 2.560 Msym/sec
Power Level 49 dBmV
Upstream Modulation [5] 16QAM
Ranging Status Success
Signal Stats (Codewords) Bonding Channel Value
Channel ID 87 85 86 88
Total Unerrored Codewords 499469931 499478325 499488712 499496896
Total Correctable Codewords 42 1 1 1
Total Uncorrectable Codewords 670 1359 1408 1343
Dec 20 2012 16:41:07 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=3c:75:4a:f2:0e:2b;CMTS-MAC=00:24:c4:27:aa:77;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:44 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=3c:75:4a:f2:0e:2b;CMTS-MAC=00:24:c4:27:aa:77;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=3c:75:4a:f2:0e:2b;CMTS-MAC=00:24:c4:27:aa:77;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15 6-Notice Cable Modem Reboot due to T4 timeout ;CM-MAC=3c:75:4a:f2:0e:2b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Dec 20 2012 16:39:55 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=3c:75:4a:f2:0e:2b;CMTS-MAC=00:24:c4:27:aa:77;CM-QOS=1.1;CM-VER=3.0;
Dec 20 2012 16:39:54 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=3c:75:4a:f2:0e:2b;CMTS-MAC=00:24:c4:27:aa:77;CM-QOS=1.1;CM-VER=3.0;
Dec 20 2012 16:39:24 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=3c:75:4a:f2:0e:2b;CMTS-MAC=00:24:c4:27:aa:77;CM-QOS=1.1;CM-VER=3.0;
Dec 20 2012 16:39:14 4-Error C401.0 DCC-ACK not received;CM-MAC=3c:75:4a:f2:0e:2b;CMTS-MAC=00:24:c4:27:aa:77;CM-QOS=1.1;CM-VER=3.0;
Dec 20 2012 16:39:14 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=3c:75:4a:f2:0e:2b;CMTS-MAC=00:24:c4:27:aa:77;CM-QOS=1.1;CM-VER=3.0;
Dec 20 2012 13:32:55 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=3c:75:4a:f2:0e:2b;CMTS-MAC=00:24:c4:27:aa:77;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:42 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=3c:75:4a:f2:0e:2b;CMTS-MAC=00:24:c4:27:aa:77;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:21 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=3c:75:4a:f2:0e:2b;CMTS-MAC=00:24:c4:27:aa:77;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15 6-Notice Cable Modem Reboot due to T4 timeout ;CM-MAC=3c:75:4a:f2:0e:2b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Dec 20 2012 13:31:47 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=3c:75:4a:f2:0e:2b;CMTS-MAC=00:24:c4:27:aa:77;CM-QOS=1.1;CM-VER=3.0;
Dec 20 2012 13:31:46 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=3c:75:4a:f2:0e:2b;CMTS-MAC=00:24:c4:27:aa:77;CM-QOS=1.1;CM-VER=3.0;
Dec 20 2012 13:31:16 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=3c:75:4a:f2:0e:2b;CMTS-MAC=00:24:c4:27:aa:77;CM-QOS=1.1;CM-VER=3.0;
Dec 20 2012 13:31:07 4-Error C401.0 DCC-ACK not received;CM-MAC=3c:75:4a:f2:0e:2b;CMTS-MAC=00:24:c4:27:aa:77;CM-QOS=1.1;CM-VER=3.0;
Dec 20 2012 13:31:07 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=3c:75:4a:f2:0e:2b;CMTS-MAC=00:24:c4:27:aa:77;CM-QOS=1.1;CM-VER=3.0;
Dec 20 2012 12:37:43 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=3c:75:4a:f2:0e:2b;CMTS-MAC=00:24:c4:27:aa:77;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=3c:75:4a:f2:0e:2b;CMTS-MAC=00:24:c4:27:aa:77;CM-QOS=1.1;CM-VER=3.0; |
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| Re: [TWC] Intermittent internet drops in Charlotte. Going crazy It's odd that the TWC modem is working and yours is not, especially in parallel. It could very well possibly be two bad modems, it's not unheard of. You could always try and get a gateway and bridge it off to see if that fixes the issue.
Your signals look great, not seeing anything from here that would indicate anything massively wrong. |
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| reply to Mm2531
Welcome to T3 timeout hell. I am have been going through this since August 26th. The modems are good. |
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| reply to Mm2531
Pretty sure the T3 timeouts are just random things that mean nothing. For example, my log:
12/13/2012 14:20 90000000 4 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
12/13/2012 14:23 82000200 3 No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
1/1/1970 0:00 82000700 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
12/13/2012 14:26 90000000 4 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
1/1/1970 0:00 82000200 3 No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
1/1/1970 0:02 82000900 5 B-INIT-RNG Failure - Retries exceeded;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
1/1/1970 0:02 82000200 3 No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
12/13/2012 14:55 90000000 4 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
12/15/2012 13:12 68010300 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
12/15/2012 13:12 68010600 6 DHCP Renew - lease parameters tftp file-?BBgZERYAHc9NrJIK92Hx@Cvdh8V1us_y5sVmPzKj_c+xO3TQDQmKs modified;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
12/18/2012 0:59 82000200 3 No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
12/18/2012 7:17 84000700 5 RCS Partial Service;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
12/18/2012 7:17 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
12/18/2012 14:40 84000700 5 RCS Partial Service;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
12/18/2012 14:40 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
12/18/2012 14:40 84000700 5 RCS Partial Service;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
12/18/2012 14:40 82000200 3 No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
12/19/2012 1:12 68010300 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
12/19/2012 1:12 68010600 6 DHCP Renew - lease parameters time server-24.25.19.12;tftp file-?BBgZERYAHc9NrJIK92Hx@Cvdh8SIcDycPzYSO5PI58WV0sTo7cli_ modified;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
12/19/2012 16:00 82000200 3 No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
I have no issues, admittedly I don't have as many as you. Can you pull the logs from the TWC modem and see if they look similar to yours? |
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Mm2531
join:2012-12-04
Waxhaw, NC | Yes, the T3 timeouts would not be an issue, except that it then ends up in a cable modem reboot with a T4 timeout.
The log on the TWC modem is very clean - no timeouts and no reboots. I will hook my laptop back to it and see if I can post the log.
Thanks to all who have replied. |
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| reply to Mm2531
Missed that, you're right. The only thing I can think of is the possibility that you did get two bad modems. There is no real difference between what TWC gives out and what you buy at best buy other than how TWC flags it in the system it seems, so it shouldn't be an issue with your modem itself. Maybe another model or brand might work? |
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Mm2531
join:2012-12-04
Waxhaw, NC | The only reason I think it's not the modem is because so many people have the same exact issue. I thought it might be that the Motorola modems are more susceptible to signal fluctuations (the Ubee one that TWC gave me before I bought my own was rock solid), but now I am confused since the parallel modem that TWC put in is also a Motorola.
Unfortunately I bought the modem on eBay, and the seller was nice enough to ship me another brand new one in replacement. Now I may end up eating the cost and paying the rental fee to TWC unless I manage to solve this puzzle. |
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| reply to Mm2531
Thing is, I'd agree with you 100% if TWC didn't have another modem without the issue. If it was signal it should be doing the same on both (The only real difference between the 6141 and 6580 is the AWG), namely because they're on the same splitter, same line, etc. |
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Mm2531
join:2012-12-04
Waxhaw, NC | Yep - unfortunately I think you are correct. It's definitely my modem, but somehow I think it's not defective. There is something that does not play nicely with the TWC signal on this particular modem. I'll have to make sure they have provisioned the modem correctly.
I have also written to the seller to see if he will let me exchange it for something else. |
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zaxcom
join:2008-12-26
Charlotte, NC | I am also in Charlotte and I use the 6580 and it is flawless. I highly suggest that model. |
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| I am also in Charlotte, I also bought the SB6141, I also get multiple resets a day with T3/T4, I also bought it from ebay, I also have had multiple tech support calls. I have now switched back to the TWC SB51xx old docsis 2 modem. Problem is gone and my line is stable again.
I suspect twc has a little noise on the line and the SB6141 cannot cope.
I am pretty upset that TWC listed this as a prefered modem, when there are soooo many problems reported with this modem. I think TWC should remove it from the approved list, or work with motorola tofix the modem/firmware. |
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Reviews:
 ·Time Warner Cable
1 edit | Anyone else try a Zoom 5341J? I was having have issues with my SB6141, sporadic jumps of uncorrectable and correctable errors followed by a T3-timeout and I've had issues with sporadic T4's for a long time since like June. I've even bought a second SB6141, still had bursts and weird disconnections, T4's, a T2, and T3's. I returned it after it refused to stay on for more than a minute, boot looping! Obviously some sort of noise or a firmware bug. I'm glad to see I'm not alone and crazy to suspect something is funny with these modems.
My signal is now 17-18dBmV with my Zoom and I suspect an equipment issue somewhere, although my internet has no uncorrectable errors and little correctable errors. This modem is brand new and the signal was 9-10dbmV this morning, which matched up with what TWC sees on their side, but now its staying at 17-18dBmV. Also Fleeced, I got errors very close to yours, which I thought was back-feed from an old CRT tv I had hooked up, but I disconnected it and still got plenty of the errors. |
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 kilrathi
join:2005-04-22
Rockaway Park, NY | reply to Mm2531
6141 works fine if the line indeed is fine, if you have problems especially on return path no matter what modem you will have packet loss, drops etc... |
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| reply to Mm2531
If you notice, the OP has a TWC modem running beside his (6580) and it's fine with no logs or errors. It seems to me like there's a few people reporting problems with the 6141's. I'm wondering if the OP got a different brand/model and the issue stopped? |
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Mm2531
join:2012-12-04
Waxhaw, NC | I thought I replied yesterday, but don't see it.
In any case. I returned the 6141, put the borrowed TWC 6580 in bridge mode and connected my router to it.
So far, so good. If things remain stable, I will buy this model. The one thing I did notice is that the 6580 has firmware that was updated fairly recently whereas the 6141 has firmware from August, 2011. |
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| reply to Mm2531
Thanks for the update Mm2531. Having 5-15+ reboots/dropouts per day here in Southeast WI with a brand new SB6141. It has the firmware from August 2011 as well. Was previously experiencing the same issue on an old SB4100.
If you plan to buy an SBG6580 (not lease from TWC), are you confident they will push whatever firmware your current test SBG6580 has to your customer owned SBG6580, if it happens to differ out of the box? |
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Mm2531
join:2012-12-04
Waxhaw, NC | If i buy the 6580, and have issues, I will definitely push for upgrading the firmware.
I have had several interactions with one of the TWC supervisors (the one who sent a tech to put the 6580 in parallel), and I am fairly certain he will help me update the firmware if I have issues.
For now, I am holding onto their modem until they ask for it back  |
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zaxcom
join:2008-12-26
Charlotte, NC | When they push firmware updates everyone gets the same thing based on the model of modem they have. It's not pushed on an individual basis. Here in Charlotte the latest firmware for the 6580 is SBG6580-3.3.1.0-GA-09-058-NOSH. You may see people on the Internet refer to newer firmware but they are comcast customers who had a more recent update to address a Comcast specific problem. |
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| Are the updates pushed by region? Or as soon as a new firmware is put out, all regions push it?
If it is indeed a modem problem I'd buy a different model in a heartbeat if it was confirmed to work with none of these T3 Timeouts and reboots. I've seen these timeouts on my old SB4100 and my 1 week old SB6141. |
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| reply to Mm2531
$130 is quite expensive for a modem after spending $90 on an "approved" modem for TWC. I have had the 6141 modem longer than the 30 day return policy, so I am stuck trying to flog it.
Is there any other docsis 3.0 modem that is priced reasonably?
btw, I was incorrect in my post above. Looks like the modem that works for me is an UBee docsis 2 modem. |
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