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Tasogare

join:2008-10-04
Carmichaels, PA
Reviews:
·Atlantic Broadband

Internet dropping 3-4 times a day for months...Help?

Way back in January 2012 we started having daily disconnects for seemingly no reason. It was infuriating. We had probably over half a dozen tech visits, four different modems, a splitter removed, an amplifier outside changed, wiring from the pole to the house and to the NEXT pole replaced, and NOTHING. Basically from January 2012 to February 2013 we had godawful issues. At best we'd go maybe 4 days without a disconnect, but for the most part it was as bad as ever. Randomly from March 2013 til July 2013 things have been fine other than the expected sporadic disconnect. However, in July...It started back with a vengeance. We had 24 disconnects in July alone and it's only getting worse by the day. It's only August 4th and we're on our twelfth disconnect of the month. I'm about to lose it with this company.

Every time I call support they're just WELL YOUR MODEM LOOKS FINE. Because I'm almost positive it is NOT MY MODEM. The signals are fine every time I look, the SNR is fine, etc. Everything. And every time a tech comes out "Well, it's not showing any problems..." Judging from what shows up in the modem log and the fact EVERY time I crash it's the Upstream light that flashes, I'm almost POSITIVE it's an issue at the local CMTS or somewhere on the line, but ABB -refuses- to check it and constantly says it's my problem. I've spoken with basic tech support, engineers, local supervisors, they refuse to even CHECK the CMTS or lines elsewhere.

Furthermore, for weeks we've only been getting 6-8Mb down instead of the 10Mb line we're supposed to be getting. We have a tech coming out tomorrow because WHY NOT even though I have 0% confidence he's actually going to find anything. For the record, here is my log and signal/power levels/etc, and it's a SBV 5220.

2013-08-04 13:23:56 7-Information B401.0 Authorized
2013-08-04 13:23:54 5-Warning C04.1 rgstToD request sent - Response received
2013-08-04 13:23:45 5-Warning D03.0 DHCP WARNING - Non-critical field invalid in response
2013-08-04 13:23:24 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-08-04 13:23:07 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-08-04 13:22:55 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-08-04 13:22:52 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-08-04 13:22:52 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-08-04 13:22:48 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-08-04 13:22:39 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-08-04 13:22:26 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-08-04 13:22:11 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-08-04 13:22:08 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-08-04 13:21:55 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-08-04 13:21:45 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-08-04 13:21:40 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-08-04 13:21:35 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-08-04 13:21:31 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-08-04 13:21:15 3-Critical T04.0 SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period
2013-08-04 13:21:15 3-Critical R07.0 Unicast Ranging Received Abort Response - Re-initializing MAC
2013-08-04 05:20:21 7-Information B401.0 Authorized
2013-08-04 05:20:19 5-Warning C04.1 rgstToD request sent - Response received
2013-08-04 05:20:15 5-Warning D03.0 DHCP WARNING - Non-critical field invalid in response
2013-08-04 05:19:58 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-08-04 05:19:45 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-08-04 05:19:34 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-08-04 05:19:31 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-08-04 05:19:30 3-Critical I02.0 REG RSP not received
2013-08-04 05:19:27 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-08-04 05:19:24 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-08-04 05:19:23 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-08-04 05:19:22 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-08-04 05:19:19 5-Warning C04.1 rgstToD request sent - Response received

Frequency 519000000 Hz
Signal to Noise Ratio 36 dB
Downstream Modulation QAM256
Network Access Control Object ON
Power Level 0 dBmV

Channel ID 6
Frequency 20500000 Hz
Ranging Service ID 660
Symbol Rate 2.560 Msym/s
Power Level 46 dBmV
Upstream Modulation [5] 16QAM

Other log errors that have since scrolled off but show up regularly include:

UCC-REQ received with invalid or out of range US channel ID
ucd invalid or channel unusable

Also in the past it used to spam DCC Depart/Arrive messages and end up hanging on the Arrive (I think) before repeating the above garbage, but I haven't seen ANY DCC Arrive/Depart messages or the once-regular "Auth Comp" in months. I don't know if that's relevant but I used to see both every few days. Now it's nothing but error after error after error.


ABBJason

join:2010-06-03
Altoona, PA

I am going to monitor your modem, we have software that checks the modem status every 5 minutes. This will continue for a 10 day period to see in as much detail as possible what is going on with the connection between the cable modem and our CMTS. I understand your frustration, and we want to help you find and resolve whatever is causing the problem you are seeing. I have looked over your connection, your call and trouble call history, the connections of people in your area, on your street, on your node, and some randomly chosen accounts connected to the same CMTS. I do not think it is a problem with the CMTS. The CMTS is the equipment all modems in a geographic area terminate to. By the nature of what it does, if it has a problem, all modems connecting to it have a problem. Which means we would hear from every caller in your area, and that is not happening. I have looked at other accounts on your node, in your area that have our service and we are not hearing from them about the problems you are describing to us here. We are checking for problems when you bring them to our attention, but we are not finding the problem where you think it is. We can't find other people near you, or in your general region with the same problem you are describing to us. That leads us to conclude the problem is local to your residence which is why we are sending out a technician on a service call.

You also mentioned connection speeds. The package on your account includes Preferred Internet, which is 8mb download and 1mb upload. You should not see 10mb on that connection. If you are under the impression that your package includes 10mb service, you will need to contact customer service to correct the account.

Motorola modem logs, well they just don't mean much. You don't have to take my word for that either. You can look up errors like your modem gets and find other people talking about it, such as. »Re: [Connectivity] No Ranging Response received -
That person is a customer of Comcast with a Motorola modem that spits out errors like yours, "3-Critical R02.0 No Ranging Response received - T3 time-out", and other errors and they aren't experiencing service disruptions. The modem logs just don't indicate anything really useful to troubleshooting connectivity problems.

As I said, we will monitor your connection closely on our end, and we do have a service call scheduled. Hopefully we can find the source of your issues soon and help you resolve them.


Tasogare

join:2008-10-04
Carmichaels, PA
Reviews:
·Atlantic Broadband

1 edit

The tech who came out was one of the most thorough yet. He found noise on the ingress and followed the line up through the house to the second floor and found a bad cable connection to a TV as well as a splitter tucked behind a bed. He cut off the cable line and removed the splitter and after testing again he said there was still noise on the line but much less, and thought it might fix it.

Well, it didn't. I had one outage at about 12:55am last night, then a widespread local outage from about 3:15am until 3:45. Woke up to yet another personal outage at 6:05am this morning, and just finished yet another at 12:05am.

Whether it's an issue with the CMTS or not, I don't know what else can be done here. We've changed EVERYTHING, repeatedly. The tech even said looking at the modems we've been through he wasn't even going to swap it out because it clearly isn't helping things. I don't want to keep paying for this kind of service just because it's the only option in the area--because I certainly don't consider Windstream a legitimate option.

The tech also said he recalled engineers indeed finding a line issue at some point, though he didn't give a date so I'm unsure if this coincided with lessened issues on my end. Regardless, if they did in fact find a line issue somewhere, I have no idea why ABB refuses to check it again--other than reasons I've heard firsthand from ex-industry members--ISPs simply don't care to spend money to keep one single customer satisfied if it doesn't balance out.


Tasogare

join:2008-10-04
Carmichaels, PA
Reviews:
·Atlantic Broadband
reply to Tasogare

Woke up to another at 8:55am and just finished YET ANOTHER at 2:21pm. Why is nobody doing anything about this? You said it was being monitored pretty much exactly 48 hours ago. Why is nothing being done and nothing being found, then? There have been half a dozen opportunities since you said I was being monitored for your people to see something wrong, but I've heard nothing at all.


ABBJason

join:2010-06-03
Altoona, PA
reply to Tasogare

I understand your frustration. We have not forgotten about you. Bottom line, right now we don't know what is wrong with your connection. We are looking. You seem to be under the impression that we are not, when you ask things like why is nobody looking at the lines. I'm not sure why you think we aren't? We are still monitoring your connection. When It has run its 10 day monitoring period, I will have information to communicate to our field dept. to see what our next step is. Again I understand your frustration, and I'm sorry that whatever problem you are having is not one that is simple and easy to fix, but it doesn't look like it is.



dliw
Premium
join:2003-03-09
Valhalla
kudos:5
reply to Tasogare

Are you using a modem/router combo? Of just a wireless router
--
Cry "Havoc" and let slip the dogs of war!


ABBJason

join:2010-06-03
Altoona, PA

He has an MTA for phone and internet service, but it does not have a router built in.



dliw
Premium
join:2003-03-09
Valhalla
kudos:5

Is he using a router at all?


Tasogare

join:2008-10-04
Carmichaels, PA
Reviews:
·Atlantic Broadband

4 edits
reply to Tasogare

She* is using a router, but has had numerous techs on every visit say the router is not the issue, especially since, again, the modem lights are going out. If it was a router issue the modem shouldn't be failing itself.

Just had yet another at 12:55am.

Two local outages in the past three days as well and neither of them repaired a thing in this regard.

Edit: Yet another at 4:03pm on 8/9.

Edit: Still another at 1:08am on 8/10.

Edit: Oh look it's getting even better. Yet another at 2:04am on 8/10. A whole 55 minutes apart now.

If I have to wait 10 days to hear about the quarantine results even though this is supposedly monitoring in real time, why is no one checking the lines again in the meantime when it's already been a proven issue in the past? This is ridiculous. AFAIK Atlantic Broadband is refusing entirely to even look into it even though they know the line has been faulty before. Wherever the issue was, I don't know.


ABBJason

join:2010-06-03
Altoona, PA

I'm sorry if I wasn't being clear. We are looking into problems in our lines. This is what you are asking us to do. We are doing it. We have not found anything yet. We will let you know when we do.


Tasogare

join:2008-10-04
Carmichaels, PA

1 edit
reply to Tasogare

Two more last night at 11:15pm and 4:50am...

Another today at 1:41pm.

I refuse to believe there's nothing wrong.



dliw
Premium
join:2003-03-09
Valhalla
kudos:5

What type of router are you using? Newer and up to standards?
--
Cry "Havoc" and let slip the dogs of war!


Tasogare

join:2008-10-04
Carmichaels, PA
Reviews:
·Atlantic Broadband
reply to Tasogare

Not new, but I don't know why the router would be making the modem reboot.

Just had three more disconnects at 8:49pm, 9:00pm, and one in between the two. The modem isn't even registering it anymore in the log, even though I watched the lights themselves flash and reboot during the last two. The last entry in the modem log for some reason is now

2013-10-11 03:45:22 7-Information B401.0 Authorized

as well. I don't even have any idea WHY. This is getting beyond ridiculous. The router is a Linksys WRT54G using firmware version: v1.02.8. But again, I don't know why the router would make the modem *reboot*. Plus this house isn't really in a situation to plug in the modem directly to just one PC. We have four PCs, three tablets, two iDevices, a PS3, and a Wii all on the network. All of the PCs and tablets are used regularly and importantly enough that pulling our wireless is not really an option.


Tasogare

join:2008-10-04
Carmichaels, PA
Reviews:
·Atlantic Broadband

4 edits
reply to Tasogare

Now this two minutes ago. Go to get a drink and come back to modem flashing. Again. Fourth bloody time today.

2013-08-12 22:06:14 7-Information B401.0 Authorized
2013-08-12 22:06:12 5-Warning C04.1 rgstToD request sent - Response received
2013-10-11 06:00:42 5-Warning D03.0 DHCP WARNING - Non-critical field invalid in response
2013-10-11 06:00:18 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-10-11 06:00:11 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-10-11 06:00:09 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-10-11 05:59:51 3-Critical T04.0 SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period
2013-10-11 05:59:51 7-Information C01.0 UCC-REQ received with invalid or out of range US channel ID
2013-10-11 05:59:51 3-Critical U02.0 UCD invalid or channel unusable
2013-10-11 05:59:42 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-10-11 05:59:36 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-10-11 05:59:29 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-10-11 05:59:22 3-Critical R02.0 No Ranging Response received - T3 time-out
2013-10-11 05:59:19 3-Critical R02.0 No Ranging Response received - T3 time-out

Edit: STILL ANOTHER at 1:30am on 8/13. That's six disconnects in the past 12 hours alone.

Edit: And another at 2:30. Now they're only getting closer and closer together.

Edit: 2:56am. Case. in. Point.

Now you say you're looking at the lines, but earlier you said I'm in quarantine and you apparently need 10 days to get something to pass on. Which is it? I'm really supposed to sit here and just listen to "Well sorry no one can figure anything out!" forever?

We're up to thirty-eight disconnects in August alone. That's up 14 more than last month in its entirety and we're not even halfway through August yet. How long am I supposed to put up with this just because you have a monopoly in rural areas!

After seeing these logs and looking into the issue near obsessively, I'm sorry Jason, but I refuse to believe there is not an issue on the line or at the local CMTS somewhere. Are you even IN Uniontown? How do you know whether the local engineers are actually checking things? I have searched religiously for a year and a half about this issue and literally everything has pointed to high utilization and overuse of the CMTS in peak usage times, signal problems on a line, etc. Do not tell me that modem logs mean nothing because that is what they're there for--to mean something. And in this case a horde of repeated T3 timeouts on a near constant basis almost unequivocally points to a problem NOT at the user.



dliw
Premium
join:2003-03-09
Valhalla
kudos:5
reply to Tasogare

Your router is the problem. We went through this when upgrading a package. Sincerely, do yourself a favor and get a new router. I got a Netgear WNDR3400v2 and it solved the problem.
--
Cry "Havoc" and let slip the dogs of war!


Tasogare

join:2008-10-04
Carmichaels, PA
Reviews:
·Atlantic Broadband

1 edit
reply to Tasogare

I'll look into it. Can you explain why the router is making the modem reboot though? Especially when every tech says it doesn't seem to be the issue? (Not that they've helped at all lately...)

I mean I've had some issues with it long ago in the past when I'd get random dc's and it'd need powercycled and nothing showed up in the modem's log, but every time it happens now, well. You see the log. That and every time it happens every light goes off but the Downstream until it reboots.

That AND the last tech said he did still hear a little noise on our ingress...

Edit: I also just remembered this has happened 3 or 4 times while using PS3 Media Server to stream to our den, which of course requires the router to be working, and it didn't interrupt the playback even though it disconnected the internet and booted me off the Playstation Network... :\



dliw
Premium
join:2003-03-09
Valhalla
kudos:5
Reviews:
·Atlantic Broadband

The only explanation I can give is that I went through the same problem and getting my own modem (DOCSIS 3.0) and router solved the entire issue. Is the modem issued by ABB DOCSIS 3.0?
--
Cry "Havoc" and let slip the dogs of war!


Tasogare

join:2008-10-04
Carmichaels, PA
Reviews:
·Atlantic Broadband
reply to Tasogare

I WISH. ABB is scumbaggy and won't issue out DOCSIS 3.0 modems without hiking up the price on your contract, nor will they activate DOCSIS 3 features like channel bonding/etc if you purchase your own modem, unless you upgrade your service. I told them in no uncertain terms what they could do if they think I would be strongarmed into paying an extra $25-$30/month just to get working internet. Especially when their price for nothing but 10Mb down is already horrendous. I already begged them for a DOCSIS 3 modem the last time this happened because of all the log errors suggesting channel changing issues and I'd hoped channel bonding would fix it...This seems different though. But I'd still like an up to date modem.

When they replaced it last time this model is even older than the one we had before.

I was searching around other places last night and it saddens me to know Comcast is offering 50Mb down for the SAME PRICE just 20 minutes east of here in Uniontown, but like every other major company has no interest in moving into Middle-of-Nowhere, Greene County.



dliw
Premium
join:2003-03-09
Valhalla
kudos:5
Reviews:
·Atlantic Broadband

I'm sorry to hear about your service. Here in Central PA the service is great with tech support and reliability. Get your own modem and router, I use Netgear, save on the rental fee and finally enjoy what you are paying for.
--
Cry "Havoc" and let slip the dogs of war!



dliw
Premium
join:2003-03-09
Valhalla
kudos:5
Reviews:
·Atlantic Broadband

One more thing: I replaced my splitters with Phillips (gold color?) and the coaxial to the modem. Plus I moved the modem coaxial to the power booster via a splitter. I'll post a photo asap.
--
Cry "Havoc" and let slip the dogs of war!


Tasogare

join:2008-10-04
Carmichaels, PA
Reviews:
·Atlantic Broadband
reply to Tasogare

I finally called in and went straight to a supervisor. He said he didn't think the router would be causing the modem to reboot at all. He also said that he saw some noise dropping my upstream SNR down to sub-20 levels. He then synced up the noise graph with the times I had a full drop and they linked up perfectly, but he saw nothing further from the house. So tomorrow we have YET ANOTHER tech coming for reasons unknown. But at least this supervisor narrowed it down to major noise coinciding with reboots from somewhere.

Which makes me wonder why such a clear issue wasn't mentioned in this thread earlier. He also saw a number of smaller bits of noise which may coincide with times I lost connection for 15-30 seconds a few times a day without registering a full reboot. Now I have no idea what this tech is even going to do tomorrow since nothing's been found yet, but hopefully this SNR will lead to something. I still think it's an issue on the line though, rather than at the house. I just wish my knowledge of the subject was enough to get an idea of why it'd be only affecting me and no one else, since that's the excuse that keeps being given to avoid physically checking lines anywhere.



dliw
Premium
join:2003-03-09
Valhalla
kudos:5
Reviews:
·Atlantic Broadband
reply to Tasogare

Click for full size
Click for full size

Tasogare

join:2008-10-04
Carmichaels, PA
Reviews:
·Atlantic Broadband
reply to Tasogare

I wish any of that made sense to me. XD I'm not much of a hardware person, unfortunately. AFAIK we have no splitters though. At least I think they removed them all during various visits.

Today alone has seen

11:13am (one timeout)
6:41pm (one timeout)
7:05pm (full restart)

I swear if this tech doesn't find anything tomorrow I'm going to have a fit with this company. More than I already have. I also spoke to Comcast this morning and they said unless they buy out Atlantic Broadband they won't be in our area since ABB apparently has a monopoly on this municipality, which is pretty disgusting if you ask me. Though that doesn't explain why Windstream still operates here, then.


Tasogare

join:2008-10-04
Carmichaels, PA
Reviews:
·Atlantic Broadband

2 edits
reply to Tasogare

This morning a new tech came and said they did maintenance this morning because apparently Uniontown was aware of some issue and it was not only affecting me despite what literally every single person I called had said. He said they'd call once they were done and had tested it, except...no, no one ever called. Again.

Furthermore whatever they "fixed" didn't seem to do anything at all. I had a random DNS issue this afternoon, followed by another 5 minute disconnect at 1:37am this morning. I can't even look up the cause of this one since it trimmed off my modem log to nothing but "Authorized" either. So... Absolutely no progress made whatsoever.

Edit: The disconnect at 1:37 (and countless more throughout the morning) was from maintenance all around the state from 12-5am. However, I also woke up to two more 5 minute disconnects at 10:00 and around five til 10. So the maintenance didn't do a thing?

Edit 2: Yet another from 12:13-12:15pm. I call the Uniontown supervisor, he's away from his phone. So I call the home office and ask to speak to the supervisor I spoke to earlier and informed him of the maintenance yesterday doing absolutely nothing. So he checks and says the noise on our line is even worse than when he spoke to us the other day. Furthermore he says it's affecting our neighbor, along with our node and the node next to ours for about 150+ people having horrible slowness/noise. So apparently he's harassing the Uniontown supervisor as well and getting someone on it but has no idea when the source of the noise will actually be found. Exactly what was the point of yesterday's work, then? And statewide maintenance apparently didn't do a thing. Heck if what he said is correct regarding levels the "maintenance" only made everything worse.



dliw
Premium
join:2003-03-09
Valhalla
kudos:5
Reviews:
·Atlantic Broadband

Why don't you try this: »/schedule

It will give a record to show to ABB and if your line is good perhaps you can try the router and modem suggestion.
--
Cry "Havoc" and let slip the dogs of war!


EnerJi

join:2011-02-19
Miami Beach, FL
reply to Tasogare

Any progress in the last 10-12 days?


Tasogare

join:2008-10-04
Carmichaels, PA

It seemed mostly fixed after the THIRD time they said they were working on something local. However, suddenly today I've had three more disconnects... -_-


Tasogare

join:2008-10-04
Carmichaels, PA
Reviews:
·Atlantic Broadband

1 edit
reply to Tasogare

silly me thinking anything would actually be done long term.

I've now had two odd disconnects not reported in the modem log at 9:45pm on 8/24 and 2:24am on 8/25.

Following that I had 8:35am, 9:00am, 9:14am, and another not reported in log at 6:51pm on 8/29.

Now today I've had one more at 2:48pm. This is absolutely RIDICULOUS. Why can you people not handle this!? It's been almost two years!

Edit: 9/1 at 1:36am. Really?


Tasogare

join:2008-10-04
Carmichaels, PA
Reviews:
·Atlantic Broadband

It's now October, and guess what--Atlantic Broadband's done absolutely nothing. Why am I still posting here? Catharsis of some kind maybe. Or to hopefully warn others of a similar fate, perhaps. If I can warn even two people away from paying this scumbag company any money then they'll cancel me out, and that's enough for me.

Two months shy of two years this has been going on now, and they've done absolutely nothing. I just got done with my seventh disconnect of today alone.


EnerJi

join:2011-02-19
Miami Beach, FL

As someone who has occasionally had to deal with unreliable service, I sympathize.

Have you tried following up with ABBJason? Back in August he was supposed to be setting up some kind of special monitoring for 10 or 30 days to gather more information.

Also, a random thought: have you tried having your cable modem plugged into a UPS? That would rule out noisy / dirty A/C power causing intermittent problems.