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NorCal John

join:2006-02-18
Crescent City, CA

[HSI] Frequent intermittant outages - Crescent City, CA

I've had Charter HSI for ˜8 years. Starting a couple years ago, I had recurring outages after several days of heavy rains. Finally, a tech replaced the underground coax from the building to their junction pedestal -- maybe 50 feet of new coax better suited for underground use. The coax runs in conduit so the replacement was simple -- but why it took so many "service" calls and repeated explanations is beyond me.

Also starting a few months ago, I'm having periods of the HSI going down and coming back up. Sometimes to get it back up, I have to disconnect the power and coax from the modem then reconnect. After many a tech finally experienced the problem when he was here and referred the problem to a system tech. The latter said he replaced an amplifier and a "pad" elsewhere and all was bliss for a few days. Now I'm again having the same problem.

Aug 28 2013 16:10:06 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=38:6b:bb:b3:47:9c;CMTS-MAC=00:13:5f:06:19:c5;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:01 5-Warning D04.1 ToD request sent - No Response received;CM-MAC=38:6b:bb:b3:47:9c;CMTS-MAC=00:13:5f:06:19:c5;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=38:6b:bb:b3:47:9c;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Aug 28 2013 16:09:11 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=38:6b:bb:b3:47:9c;CMTS-MAC=00:13:5f:06:19:c5;CM-QOS=1.1;CM-VER=3.0;
Aug 28 2013 16:07:37 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=38:6b:bb:b3:47:9c;CMTS-MAC=00:13:5f:06:19:c5;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:02 5-Warning D04.1 ToD request sent - No Response received;CM-MAC=38:6b:bb:b3:47:9c;CMTS-MAC=00:13:5f:06:19:c5;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:04:00 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=38:6b:bb:b3:47:9c;CMTS-MAC=00:13:5f:06:19:c5;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:01:59 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=38:6b:bb:b3:47:9c;CMTS-MAC=00:13:5f:06:19:c5;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:01:34 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=38:6b:bb:b3:47:9c;CMTS-MAC=00:13:5f:06:19:c5;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=38:6b:bb:b3:47:9c;CMTS-MAC=00:13:5f:06:19:c5;CM-QOS=1.1;CM-VER=3.0;

I replaced my Motorola SB6141 with a Charter supplied modem (same model) and no difference.

What can I do?

passerby

join:2013-03-22
Monroe, MI

Post your signal levels.

Not much else you can do but schedule a service call and have a tech look to see if it's an issue they can address.


myrc60

join:2008-05-12
Mauldin, SC
reply to NorCal John

This was happening to me to. On a previous service call last week for no upload speed, they replaced everything with no solution. All summer we have experienced what you describe so I called them back out this week because I'd started hearing neighbors were having same problem. They came back out and checked some things and left a supervisors phone number for me to call when the trouble started and I made that call at 10:30am Thursday. I don't know what they fixed but they did not have to come back in my house to fix it. My husband went out Thursday afternoon and said that he saw Charter trucks all over the neighborhood! At one point I saw a truck near my house while I was up the street. They never called so I don't know why they were here or what they did. Shortly after, the problem was solved.


NorCal John

join:2006-02-18
Crescent City, CA
reply to NorCal John

I moved my modem from on top of a tall bookcase next to my Airport Extreme (Apple) WiFi router down a couple of shelves for easier access to disconnect and reconnect power and cable. I used a different and longer ethernet cable for the new location. Since then I have had only short outages usually less than a couple of minutes.

Strange! Coincidence? I had the modem and router next to each other for months. Is it possible there was some troublesome interaction between the modem and router when so close together. Or somehow an ethernet cable problem?



cablegeek01

join:2003-05-13
USA
kudos:1

It's entirely possible. Motorola actually has field releases cautioning people about placing cell phones, cordless phones etc too close to cable modems due to RF interference. A wifi access point could cause the same problems.


NorCal John

join:2006-02-18
Crescent City, CA

Just to clarify, I had the router and the modem close to each other for months with no apparent interference.
Now I've moved the modem back to the top shelf though a ways apart and I'll see what happens.


NorCal John

join:2006-02-18
Crescent City, CA
reply to NorCal John

Update: I've since returned the modem next to my WiFi router and have had minimal problems -- just monetary outages. Hopefully Charter finally found the real problems and fixed them. Maybe having line monitoring has anb effect?