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labasura

@rr.com

Mysterious connectivity drops

Hi everyone,

I was hoping some of you might have some leads or ideas on how to fix a problem I've been having. It's had me stumped for a little while now and I can't make sense of it.

In a nutshell, my connectivity will drop entirely for at most 1 minute - this happens at irregular intervals throughout the day.
Sometimes it will occur a couple times per hour, other times it won't happen for a day or more.
My connection has always been rock solid and this started randomly happening a couple months ago. The strange thing is, when this occurs the wireless network drops and I can't connect to the modem (Motorola SBG901) interface via LAN, even when I plug in directly with an ethernet cable.

When describing it to TWC, all line tests looked OK on their end and we updated the modem firmware, to no avail. Up/downstream signal levels and SNR values are all looking good.

Any ideas on what could be going on? The modem log is full of errors, however the times they are listed at don't line up with the connectivity drops. Pasting the log below, any advice or ideas for ways I could troubleshoot this more would be hugely helpful!
Thanks!

-----------------------------------LOG-------------------------------------------- ------------------

Time Priority Description
Wed Apr 03 16:14:32 2013 Critical (3) UCD invalid or channel unusable
Wed Apr 03 16:10:22 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Mon Apr 01 20:06:49 2013 Critical (3) UCD invalid or channel unusable
Sat Mar 30 12:02:19 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Sat Mar 30 00:18:15 2013 Critical (3) UCD invalid or channel unusable
Fri Mar 29 22:35:22 2013 Error (4) DHCP RENEW sent - Invalid DHCP option
Fri Mar 29 17:23:42 2013 Critical (3) UCD invalid or channel unusable
Thu Mar 28 22:39:14 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Thu Mar 28 21:48:36 2013 Critical (3) UCD invalid or channel unusable
Thu Mar 28 17:54:48 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Thu Mar 28 10:34:22 2013 Critical (3) UCD invalid or channel unusable
Wed Mar 27 12:12:51 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Tue Mar 26 14:14:27 2013 Critical (3) UCD invalid or channel unusable
Sun Mar 24 14:52:48 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Sun Mar 24 05:27:42 2013 Critical (3) UCD invalid or channel unusable
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.
Time Not Established Notice (6) Ethernet link up - ready to pass packets
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.
Time Not Established Notice (6) Ethernet link up - ready to pass packets
Sat Mar 23 05:49:16 2013 Critical (3) UCD invalid or channel unusable
Fri Mar 22 07:15:12 2013 Error (4) DHCP RENEW sent - Invalid DHCP option
Fri Mar 22 00:46:48 2013 Critical (3) UCD invalid or channel unusable
Tue Mar 19 19:41:41 2013 Notice (6) Ethernet link up - ready to pass packets
Tue Mar 19 19:41:37 2013 Notice (6) Ethernet link dormant - not currently active
Tue Mar 19 19:41:10 2013 Notice (6) Ethernet link up - ready to pass packets
Tue Mar 19 19:41:06 2013 Notice (6) Ethernet link dormant - not currently active
Tue Mar 19 15:29:56 2013 Critical (3) UCD invalid or channel unusable
Sat Mar 16 14:31:24 2013 Notice (6) Ethernet link up - ready to pass packets
Sat Mar 16 14:31:18 2013 Notice (6) Ethernet link dormant - not currently active
Sat Mar 16 14:29:32 2013 Notice (6) Ethernet link up - ready to pass packets
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.
Time Not Established Critical (3) No Ranging Response received - T3 time-out (US 1)
Time Not Established Notice (6) Ethernet link dormant - not currently active
Sat Mar 16 14:28:14 2013 Notice (6) Modem Is Shutting Down and Rebooting...
Sat Mar 16 14:28:14 2013 Critical (3) Resetting the cable modem due to docsDevResetNow
Sat Mar 16 14:27:08 2013 Notice (6) Ethernet link dormant - not currently active
Sat Mar 16 14:25:09 2013 Notice (6) Ethernet link up - ready to pass packets
Sat Mar 16 14:25:03 2013 Notice (6) Ethernet link dormant - not currently active
Sat Mar 16 06:25:03 2013 Critical (3) UCD invalid or channel unusable
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.
Time Not Established Notice (6) Ethernet link up - ready to pass packets
Thu Mar 14 20:20:03 2013 Notice (6) Modem Is Shutting Down and Rebooting...
Thu Mar 14 20:20:03 2013 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Thu Mar 14 20:19:30 2013 Critical (3) UCD invalid or channel unusable
Thu Mar 14 20:19:30 2013 Error (4) DCC rejected parameter invalid for context
Thu Mar 14 12:12:50 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Thu Mar 14 03:46:51 2013 Critical (3) UCD invalid or channel unusable
Thu Mar 14 00:01:51 2013 Error (4) DHCP RENEW sent - Invalid DHCP option
Wed Mar 13 17:23:06 2013 Critical (3) UCD invalid or channel unusable
Wed Mar 13 07:49:14 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Tue Mar 12 22:22:30 2013 Critical (3) UCD invalid or channel unusable
Fri Mar 08 16:42:37 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Fri Mar 08 15:55:21 2013 Critical (3) UCD invalid or channel unusable
Thu Mar 07 00:01:51 2013 Error (4) DHCP RENEW sent - Invalid DHCP option
Wed Mar 06 07:36:52 2013 Critical (3) UCD invalid or channel unusable
Tue Mar 05 08:16:22 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Mon Mar 04 22:10:56 2013 Critical (3) UCD invalid or channel unusable
Sun Mar 03 16:16:12 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Sun Mar 03 12:32:49 2013 Critical (3) UCD invalid or channel unusable
Sun Mar 03 02:59:06 2013 Warning (5) TEK Invalid - Invalid Key Sequence Number
Sat Mar 02 18:00:22 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Sat Mar 02 17:12:05 2013 Critical (3) UCD invalid or channel unusable
Sat Mar 02 17:01:46 2013 Notice (6) Ethernet link up - ready to pass packets
Sat Mar 02 17:01:44 2013 Notice (6) Ethernet link dormant - not currently active
Sat Mar 02 17:01:07 2013 Notice (6) Ethernet link up - ready to pass packets
Sat Mar 02 17:01:03 2013 Notice (6) Ethernet link dormant - not currently active
Sat Mar 02 10:05:30 2013 Critical (3) UCD invalid or channel unusable
Fri Mar 01 13:12:59 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Thu Feb 28 21:58:27 2013 Critical (3) UCD invalid or channel unusable
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.
Time Not Established Notice (6) Ethernet link up - ready to pass packets
Thu Feb 28 07:21:18 2013 Critical (3) UCD invalid or channel unusable
Wed Feb 27 12:05:01 2013 Error (4) DHCP RENEW sent - Invalid DHCP option
Wed Feb 27 09:49:26 2013 Critical (3) UCD invalid or channel unusable
Wed Feb 27 06:06:21 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Wed Feb 27 05:31:51 2013 Critical (3) UCD invalid or channel unusable
Fri Feb 22 01:45:10 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Thu Feb 21 22:29:53 2013 Critical (3) UCD invalid or channel unusable
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.
Time Not Established Notice (6) Ethernet link up - ready to pass packets
Thu Feb 21 15:48:35 2013 Notice (6) Modem Is Shutting Down and Rebooting...
Thu Feb 21 15:48:35 2013 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Thu Feb 21 15:48:02 2013 Error (4) DCC rejected parameter invalid for context
Thu Feb 21 07:06:34 2013 Critical (3) UCD invalid or channel unusable
Thu Feb 21 02:20:54 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Thu Feb 21 00:48:22 2013 Critical (3) UCD invalid or channel unusable
Wed Feb 20 00:38:51 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Tue Feb 19 20:07:47 2013 Critical (3) UCD invalid or channel unusable
Tue Feb 19 08:20:59 2013 Error (4) DHCP RENEW sent - Invalid DHCP option
Mon Feb 18 22:46:13 2013 Critical (3) UCD invalid or channel unusable
Fri Feb 15 10:15:26 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Fri Feb 15 00:15:01 2013 Critical (3) UCD invalid or channel unusable
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Time Not Established Notice (6) Ethernet link up - ready to pass packets
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Time Not Established Notice (6) Ethernet link up - ready to pass packets
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Thu Feb 14 12:35:54 2013 Notice (6) Modem Is Shutting Down and Rebooting...
Thu Feb 14 12:35:54 2013 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...


fatpipe

join:2011-10-02
Austin, TX

Are you using a VPN?

I have the same issue you are describing, but it seems to only happen when I am using a VPN.


listonr12

join:2005-10-05
Terre Haute, IN
reply to labasura

I've been having the same issues over the past three or four days. A technician is scheduled to come on Monday. The modem will lose sync for a minute and then be fine, but other times it will be out for a half hour or so.

I currently have a TWC supplied Motorola SB5101 that was installed in 2010. I have a spare Linksys CM100 that I used with TWC at my old apartment, so I decided to try that during times the SB5101 wouldn't sync. It would sync up just fine and get an IP from TWC, but I obviously couldn't connect. I reconnected the SB5101 right after and still didn't get a sync.

I called TWC to see about changing the modem to the Linksys until the technician comes on Monday, but they told me their system wouldn't support it. That was, of course, after having three technicians prior to the fourth say that it could be added but then getting disconnected after being put on hold :\.

So anyway... That's what is going on with my connection. Haha

Hope you get your problem figured out!



labasura

@rr.com

fatpipe: not using a VPN at the moment, thanks for the tip though.

listonr12: sounds a lot like what is going on with mine. I think I may also try and get them to send a technician over, but the problem is that there isn't anything for them to troubleshoot because there's little chance the connection will drop while the tech is over. Anyways would love if you could tell me what you hear from your tech and what ends up happening. thanks!



anon5555555

@reliablehosting.com

it could be very well the line from the pole to your house and/or the wiring on your house. even a bad splitter or connection.

i had this problem several year back and the line form the pole to the house had developed micro hairline cracks in the center copper line that would expand just enough for the modem connection to be lost.