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Winchester

join:2009-09-07
Winchester, VA

[Connectivity] Phone and Internet DOWN

Post back on the 4/24 with services being affected. Up/down 50%
Levels are fine.
Next available Tech 4 days out. Today, services are down 75% of the time.
Only way to work or talk is to tether through my cell phone.
Comcast needs to get their act together. There is an outage but to send a tech out 4 days later to troubleshoot is unacceptable.


pflog
Bueller? Bueller?
Premium,MVM
join:2001-09-01
El Dorado Hills, CA
kudos:3
If you need it for work, you should get business class service which offers (in most areas) same-day support calls.
--
"I drank what?" -Socrates


pflog
Bueller? Bueller?
Premium,MVM
join:2001-09-01
El Dorado Hills, CA
kudos:3
reply to Winchester
Also, you never did post your signal levels. All you said was "they're fine". If you can't provide any relevant information/details, please label your post as a rant if you're not expecting any help.
--
"I drank what?" -Socrates

medbuyer

join:2003-11-20
kudos:4
said by pflog:

Also, you never did post your signal levels. All you said was "they're fine". If you can't provide any relevant information/details, please label your post as a rant if you're not expecting any help.

don't you just love those cryptic, SOS like, don't you understand what I'm saying type of posts where OP's expect you to understand their posts??

even his 04/24 post »[Connectivity] Winchester VA, connectivity issues every 5 minute is very cryptic...


gar187er
I do this for a living

join:2006-06-24
Dover, DE
kudos:4
reply to Winchester
1 customer is NOT an outage.
--
I'm better than you!

Winchester

join:2009-09-07
Winchester, VA
reply to Winchester
Here are my levels.
My apology for not posting them before.

Downstream
DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 1 621.00 MHz -1.68 dBmV 37.36 dB 256QAM 231512053 0 634
Downstream 2 2 627.00 MHz -1.21 dBmV 38.26 dB 256QAM 23383777 0 633
Downstream 3 6 651.00 MHz -1.68 dBmV 38.98 dB 256QAM 28175376 0 211
Downstream 4 7 657.00 MHz -1.96 dBmV 39.40 dB 256QAM 25785197 0 232
Reset FEC Counters

Upstream
UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 2 31.00 MHz 46.75 dBmV DOCSIS1.x (TDMA) 2560 kSym/s 16QAM
Upstream 4 1 36.00 MHz 48.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

Winchester

join:2009-09-07
Winchester, VA
reply to Winchester
DOCSIS(CM) Events

Date Time Event ID Event Level Description
5/1/2013 15:48 82000300 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
5/1/2013 15:48 82000600 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
5/1/2013 15:48 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
5/1/2013 15:48 2417164307 6 MDD IP mode Set Mode=1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
5/1/2013 15:49 68000401 5 ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1/1/1970 0:00 68000500 3 TFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1/1/1970 0:00 68001101 3 TFTP Request Retries exceeded, CM unable to register
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 0:00 2417164307 6 MDD IP mode Set Mode=1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
5/1/2013 15:51 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
5/1/2013 15:51 82000300 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
5/1/2013 15:51 82000600 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
5/1/2013 15:51 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
5/1/2013 15:52 2417164307 6 MDD IP mode Set Mode=1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
5/1/2013 15:56 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
5/1/2013 15:56 82000300 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
5/1/2013 15:56 82000600 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
5/1/2013 15:57 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
5/1/2013 15:57 2417164307 6 MDD IP mode Set Mode=1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
5/1/2013 16:08 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Winchester

join:2009-09-07
Winchester, VA
reply to pflog
Business accounts are 2x -3x times more expensive for a 1/3 of the bandwidth I currently have. Not worth burning money. My neighbor two doors down has business account and support is still 2-days to be scheduled and the same problems I'm having.

Winchester

join:2009-09-07
Winchester, VA

1 edit
reply to gar187er
You do not know this.


jbob
Reach Out and Touch Someone
Premium
join:2004-04-26
Little Rock, AR
reply to Winchester
said by gar187er:

1 customer is NOT an outage.

It is for the "One" customer!

said by pflog:

If you need it for work, you should get business class service which offers (in most areas) same-day support calls.

I'm gonna have to speak out here and say that Comcast Business Class service is a joke. I have a very good local friend, who's also a BBR user, who purposely switched to Business Class because of the crappy connection he was getting from Comcast. He figured surely with Business Class service he could get his issues fixed and quicker. Sure you get a "same day" "tech support" call within a few hours. But guess what... a tech support call is not the same as fixing the problem. That's doublespeak. He never got anything fixed even though he was paying. After 6 months he dropped Comcast completely. His service was down more than it was up.

I have a great connection, my friend however, does not. Other side of town. His is line/equip related which they never would or could fix.

medbuyer

join:2003-11-20
kudos:4

1 edit
reply to Winchester

let me be the 2nd one to say...1 customer is NOT an outage....

you'd know there's an outage as people here would be complaining in multiple threads....or 1 big thread with user locations, time and stats posted...

Winchester

join:2009-09-07
Winchester, VA

1 edit
reply to Winchester
I work from home and I see these issues day in and day out. Your average residential users are not going to see this as 95% of them are not in the internet business. I can honestly tell you that my neighborhood and surrounding neighborhoods on the nodes around my area, that are possible on the same combined upstream port on the CMTS in the headend are novice uses and do not know about DSL reports.
So, to Comcast eyes, they dont see but "1 user" issue.

I bet if Comcast Eng was to log into the CMTS in the headend they would clearly see all the MTAs bouncing around. Not hard to do as I use to do this myself for years for another MSO. Problem is that Comcast will NOT escalate to an Engineer to have this looked at. This is a FACT...

T3 & T4 problems clearly indicate there is an ingress noise issue on the upstream. But the techs that come out see "fine levels" will not do anything else. MTA replaced 3 times, 3 techs all say the same thing. Nothing ever gets done. The sad part is, there is no other provider around except for Hughes.Net. Comcast has this city by the balls and they know it.

medbuyer

join:2003-11-20
kudos:4

2 edits
said by Winchester:

I work from home and I see these issues day in and day out. Your average residential users are not going to see this as 95% of them are not in the internet business. I can honestly tell you that my neighborhood and surrounding neighborhoods on the nodes around my area, that are possible on the same combined upstream port on the CMTS in the headend are novice uses and do not know about DSL reports.
So, to Comcast eyes, they dont see but "1 user" issue.

have you recorded / written down all the times they've been there and what corrective action they've done? an average consumer doesn't do this...what makes you think you're more than the average just because you see it more than they do.

have you replaced anything on your end?

pflog See Profile asked for your stats on your 04/24 and even here. the point is, if you don't post relevant stats, how can others help you or ask you?

It is hard to glean enough info from your posts to be able to help you? you didn't even post what package you have, modems you use, how are you connected and all that...

i've been a member here a long time. I see posts like yours that are very cryptic and try to help them but they often come back argumentative, some don't even follow up with what happened....they just disappear without a trace....

Winchester

join:2009-09-07
Winchester, VA
Questions are understandable and by not posting relevant information is my fault and therefor accept the criticism. The one line comments are not acceptable.

I have all records.

As for my experience, 10+ yrs in DOCSIS deployments, 20yrs in the telecom business. I've been around since the very first DOCSIS was every deploy. I do have extensive skill sets in routing and switching. I've also designed my previous employers national long haul optical backbone.

medbuyer

join:2003-11-20
kudos:4
said by Winchester:

Questions are understandable and by not posting relevant information is my fault and therefor accept the criticism. The one line comments are not acceptable.

I have all records.

As for my experience, 10+ yrs in DOCSIS deployments, 20yrs in the telecom business. I've been around since the very first DOCSIS was every deploy. I do have extensive skill sets in routing and switching. I've also designed my previous employers national long haul optical backbone.

let's try this again...since you look like you're the expert here...engineer perhaps?

what modem are you using for internet? voice? have you tried using a different modem?

Have you ever talked to a real tech support person and not just a csr? Have you talked to the on site tech person and explain to him what you think it is based on what you know?


pflog
Bueller? Bueller?
Premium,MVM
join:2001-09-01
El Dorado Hills, CA
kudos:3
reply to jbob
said by jbob:

I'm gonna have to speak out here and say that Comcast Business Class service is a joke.

Ok, then the OP should have redundant internet connections in place if his work/livelihood depends on it. I have no patience for people with a single residential internet connection complaining about the inability to do telecommuting work or work that relies on an internet connection.
--
"I drank what?" -Socrates

medbuyer

join:2003-11-20
kudos:4
said by pflog:

said by jbob:

I'm gonna have to speak out here and say that Comcast Business Class service is a joke.

Ok, then the OP should have redundant internet connections in place if his work/livelihood depends on it. I have no patience for people with a single residential internet connection complaining about the inability to do telecommuting work or work that relies on an internet connection.

+1

he might even be on the cheapest internet connection available in his market and yet relies on it for work...

surely a biz connection can be deducted from your operating expense working from home come tax time...


pflog
Bueller? Bueller?
Premium,MVM
join:2001-09-01
El Dorado Hills, CA
kudos:3
reply to Winchester
said by Winchester:

Here are my levels.
My apology for not posting them before.

Downstream
DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 1 621.00 MHz -1.68 dBmV 37.36 dB 256QAM 231512053 0 634
Downstream 2 2 627.00 MHz -1.21 dBmV 38.26 dB 256QAM 23383777 0 633
Downstream 3 6 651.00 MHz -1.68 dBmV 38.98 dB 256QAM 28175376 0 211
Downstream 4 7 657.00 MHz -1.96 dBmV 39.40 dB 256QAM 25785197 0 232
Reset FEC Counters

Upstream
UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 2 31.00 MHz 46.75 dBmV DOCSIS1.x (TDMA) 2560 kSym/s 16QAM
Upstream 4 1 36.00 MHz 48.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

I agree with your assessment that those signal levels look ok. The upstream, unless it's fluctuating more than 4 dBmV, should be fine.

Although one minor thing that looks slightly irregular is the > 2 dB difference in SNR between channel 1 and channel 4, but I think the rule of thumb is 1 dB difference between adjacent channels. I probably have the wrong value there, but someone more knowledgeable about that should be able to chime in. It's probably nothing, just something I noticed.

Have you called to get your upstream SNR? Also, does the connection have issues 24/7 or only certain time periods?
--
"I drank what?" -Socrates


NetDog
Premium,VIP
join:2002-03-04
Parker, CO
kudos:79
reply to Winchester
said by Winchester:

DOCSIS(CM) Events
Date Time Event ID Event Level Description
1/1/1970 0:00 68000500 3 TFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1/1/1970 0:00 68001101 3 TFTP Request Retries exceeded, CM unable to register
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 0:00 2417164307 6 MDD IP mode Set Mode=1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

This part here seems a little odd to me, do you see this all the time?
--
Comcaster.. Network Engineer with NETO


tshirt
Premium,MVM
join:2004-07-11
Snohomish, WA
kudos:5
reply to Winchester
What modem?
what firmware?
Also please call in a get the current upstream noise level.

Winchester

join:2009-09-07
Winchester, VA
reply to medbuyer
Customer CSRs will not escalate to a real Engineer. I've tried. IF they have I would have had this issue narrowed down and resolved.

Winchester

join:2009-09-07
Winchester, VA
reply to NetDog
Yes. I see this all the time, especially with the MTA IP address begins its half renewal state sending request to the DHCP and TFTP servers. These packets are never getting through or being returned.

Winchester

join:2009-09-07
Winchester, VA
reply to Winchester
Today is no different.

On a conference call and I can hear incoming voices but they cannot hear me. I break up.

I can watch the ping times to the gateway and next two hops as the latency increases then no one is able to hear me then timeoutes for about 5-7 seconds, then recovers.

Tech is finally scheduled to be here between 1pm-3pm EST today. But he is not the headend tech or plant engineer.

I'm also trying to get the local office to monitor my MTA for a month.

Winchester

join:2009-09-07
Winchester, VA
reply to medbuyer
The only service out here is Comcast, no DSL, no FIOS. Too far out for DSL and Verizon stopped deploying new FIOS services.

I do have expense my monthly internet bill for the office.
I'm also on Blast and get exceptional speeds, when working.

I do not live in a major metropolitan area where there are options for different providers. This is the downside to living in the country. Cable has a foothold here.

JBod is correct. Someone I work with is on the business class on the other side of town and he gets the same attention as I do. Difference is, he's a Sr Director and able to expense the full amount, where as I get to get expense a portion. So, why pay for more when throughput is great and half the price. When working of course.

medbuyer

join:2003-11-20
kudos:4
reply to Winchester
said by Winchester:

Today is no different.

On a conference call and I can hear incoming voices but they cannot hear me. I break up.

I can watch the ping times to the gateway and next two hops as the latency increases then no one is able to hear me then timeoutes for about 5-7 seconds, then recovers.

you're using Comcast voice for conferencing?

if not, what service are you using?

Winchester

join:2009-09-07
Winchester, VA
Yes. Comcast for voice.

I can use my companies internal VOIP system but I'm still plagued with the same issues.

Comcast VOIP service most likely runs on a separate 64klb frequency separate from HSD frequencies. But both rely on the MTA iternal (private) IP address scheme to communicate to the CMTS in the headend. If the upstream has ingress noise or other issues then this could affect both VOIP and HSD.
The reason for the separation is to prevent maxing out the upstream/downstream bandwidth causing the VOIP service from sounding like you're underwater. IF both these services are being affected its either plant or hardware related in the headend.

Edited: MSOs are held by the FCC to five 9's for voice services regardless if its business or residential.

The upstream is in such a disarray that if I called 911 they most likely will not hear me.


pflog
Bueller? Bueller?
Premium,MVM
join:2001-09-01
El Dorado Hills, CA
kudos:3
Did you call in to get your upstream noise value (upstream SNR)?
--
"I drank what?" -Socrates

Winchester

join:2009-09-07
Winchester, VA
Yes. Customer CSR told me they look fine.

Technician will be here today. I will be able to demonstrate clearly the voice service by calling his cell from my home phone allowing him to witness this first hand.

This is reproducible.

Winchester

join:2009-09-07
Winchester, VA
reply to Winchester
Posting an update.

Technician came out and took levels. All levels are fine, down and up.
The technician went ahead and replaced the splitters, and cut, re crimped the connectors in the outside box. Even swapped the MTA to the UBEE MTA. Now there 8 downstream channels and the two upstream that were there before.

Still too soon to tell until DHCP half renew life for the MTA, around Tuesday or Wednesday. Friday afternoon is when the 7-day lease period is up, so Friday for sure.

I've requested my modem to be placed on WatchTower for couple weeks to be monitored, but haven't heard if this will happen.

Seeing T3 timeouts which is already an indication of upstream issues.

This is a place holder for the current logs as of 5/6/2013 7:00am EST:
--------------------------------------------------------------------------------
Time Not Established Time Not Established 231397 Critical (3) T2.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=90:6e:bb:f3:d9:74;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;...
Time Not Established Time Not Established 1 Critical (3) T1.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=90:6e:bb:f3:d9:74;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;...
12/08/2012 15:10 Time Not Established 261697 Critical (3) T2.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=90:6e:bb:f3:d9:74;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;...
Time Not Established Time Not Established 1 Warning (5) D3.0 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=90:6e:bb:f3:d9:74;CMTS-MAC=00:01:5c:3b:84:44;CM-QOS=1.0;CM-VER=3.0;...
Time Not Established Time Not Established 1 Critical (3) D1.0 DHCP FAILED - Discover sent, no offer received;CM-MAC=90:6e:bb:f3:d9:74;CMTS-MAC=00:01:5c:3b:84:44;CM-QOS=1.0;CM-VER=3.0;...
Time Not Established Time Not Established 1 Warning (5) D3.0 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=90:6e:bb:f3:d9:74;CMTS-MAC=00:01:5c:3b:84:44;CM-QOS=1.0;CM-VER=3.0;...
Time Not Established Time Not Established 1 Warning (5) D3.0 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=90:6e:bb:f3:d9:74;CMTS-MAC=00:01:5c:3b:84:44;CM-QOS=1.0;CM-VER=3.0;...
Time Not Established Time Not Established 1 Critical (3) R2.0 No Ranging Response received - T3 time-out;CM-MAC=90:6e:bb:f3:d9:74;CMTS-MAC=00:01:5c:3b:84:44;CM-QOS=1.0;CM-VER=3.0;...

Levels as of 5/6/2013 7:00am EST:
----------------------------------------
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 QAM256 627000000 Hz 0.6 dBmV 42.6 dBmV 3895 22
2 QAM256 621000000 Hz 1.0 dBmV 43.2 dBmV 3713 0
3 QAM256 633000000 Hz 0.1 dBmV 42.4 dBmV 4504 0
4 QAM256 639000000 Hz 0.3 dBmV 43.0 dBmV 3739 29
5 QAM256 645000000 Hz 0.7 dBmV 42.9 dBmV 3696 27
6 QAM256 651000000 Hz 0.0 dBmV 42.8 dBmV 239 0
7 QAM256 657000000 Hz 0.0 dBmV 43.0 dBmV 281 0
8 QAM256 663000000 Hz 0.5 dBmV 42.7 dBmV 336 0

Correctables Uncorrectables
4005 22

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 ATDMA 5120 Ksym/sec 36000000 Hz 48.0 dBmV
2 TDMA 5120 Ksym/sec 31000000 Hz 48.0 dBmV
3 Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
4 Unknown 0 Ksym/sec 0 Hz 0.0 dBmV

Looks like the modem rebooted this morning. Uptime has been reset since Friday afternoon:
---------------------
Status
System uptime 0 days 07h:16m:21s
Computers Detected: 1
CM Status: Operational
WAN Isolation: OFF
Time and Date: Mon May 06 05:57:57 2013