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xxkodemanxx

join:2013-09-08
New York, NY

[Internet] 50/5 internet with t3 timeout/packet loss/high pings

Hey everyone.
I'm in NYC Upper West Side

I have a desktop computer plugged directly into the modem gateway (motorola sbg6580)

I am a Time Warner Ultimate Internet customer (50/5) and a heavy internet user and require a stable download and upload connection for work I do from home. Since an Internet outrage about a month ago I have noticed some days of high ping and packet loss of 3%-9%. To a casual Internet user the packet loss and stutter ping wouldn't be very noticeable, but because I do a lot of uploading and media streaming, I have noticed a lot of stuttering, buffering, and slow load times.

Here are some solutions I have tried to solve the matter:
*Modem power cycle
*Bought a new SBG6580 modem (had to once TWC said we can no longer access TWC's modem to change configurations)
*TWC phone support signal repair and reset
*TWC tech house call to say everything looks ok and reset modem.

Some of these methods might stable the connection briefly, but the stutter and
packet loss will return.

Here is some data from my Motorola modem info:
( you can see a lot of messaged about TI3 TIME OUT )

Sat Sep 07 22:57:01 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=e8:6d:52:83:0e:1a;CMTS-MAC=00:01:5c:32:32:d6;CM-QOS=1.1;CM-VER=3.0;
Sat Sep 07 21:47:00 2013 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=e8:6d:52:83:0e:1a;CMTS-MAC=00:01:5c:32:32:d6;CM-QOS=1.1;CM-VER=3.0;
Sat Sep 07 21:37:32 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=e8:6d:52:83:0e:1a;CMTS-MAC=00:01:5c:32:32:d6;CM-QOS=1.1;CM-VER=3.0;
Sat Sep 07 20:13:18 2013 Notice (6) TLV-11 - unrecognized OID;CM-MAC=e8:6d:52:83:0e:1a;CMTS-MAC=00:01:5c:32:32:d6;CM-QOS=1.1;CM-VER=3.0;

Sat Sep 07 20:13:17 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=e8:6d:52:83:0e:1a;CMTS-MAC=00:01:5c:32:32:d6;CM-QOS=1.1;CM-VER=3.0;
Sat Sep 07 20:13:17 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=e8:6d:52:83:0e:1a;CMTS-MAC=00:01:5c:32:32:d6;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=e8:6d:52:83:0e:1a;CMTS-MAC=00:01:5c:32:32:d6;CM-QOS=1.0;CM-VER=3.0;
Sat Sep 07 19:08:46 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=e8:6d:52:83:0e:1a;CMTS-MAC=00:01:5c:32:32:d6;CM-QOS=1.1;CM-VER=3.0;
Sat Sep 07 18:54:54 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=e8:6d:52:83:0e:1a;CMTS-MAC=00:01:5c:32:32:d6;CM-QOS=1.1;CM-VER=3.0;
Sat Sep 07 18:50:06 2013 Critical (3) Resetting the cable modem due to docsDevResetNow
Sat Sep 07 18:50:00 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=e8:6d:52:83:0e:1a;CMTS-MAC=00:01:5c:32:32:d6;CM-QOS=1.1;CM-VER=3.0;
Sat Sep 07 18:43:40 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=e8:6d:52:83:0e:1a;CMTS-MAC=00:01:5c:32:32:d6;CM-QOS=1.1;CM-VER=3.0;
Sat Sep 07 18:38:12 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=e8:6d:52:83:0e:1a;CMTS-MAC=00:01:5c:32:32:d6;CM-QOS=1.1;CM-VER=3.0;

**this data is just after purchasing a NEW SBG6580 and was the same on my previous TWC model**

also here is a speedtest:
»i.imgur.com/u196JRY.jpg

and here is a speedtest.net result:
»www.speedtest.net/result/2952236023.png

If I had to place my own two cents on the matter, I would guess a bad signal issue outside or maybe the need for some new line inside. A level 3 technician would be very helpful and im looking into getting said technician.

I'm just curious if anyone else in the area is also experiencing the same issues or if there is anything on my end that might be the problem.

PS.
extra info about modem if needed:
Information
Standard Specification Compliant DOCSIS 3.0
Hardware Version 3
Software Version SBG6580-3.5.8.2-GA-01-488-01-NOSH
Cable Modem MAC Address *****
Cable Modem Serial Number 379781314120057006020006
CM certificate Installed

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 8 351000000 Hz 1.6 dBmV 37.9 dB 2 0
2 Locked QAM256 1 297000000 Hz 0.6 dBmV 38.5 dB 16 0
3 Locked QAM256 2 303000000 Hz 0.8 dBmV 38.6 dB 5 0
4 Locked QAM256 3 309000000 Hz 1.0 dBmV 38.2 dB 8 0
5 Locked QAM256 4 315000000 Hz 0.7 dBmV 37.7 dB 5 0
6 Locked QAM256 5 333000000 Hz 1.1 dBmV 38.2 dB 3 0
7 Locked QAM256 6 339000000 Hz 1.4 dBmV 38.1 dB 2 0
8 Locked QAM256 7 345000000 Hz 1.5 dBmV 38.2 dB 1 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 Ksym/sec 30600000 Hz 41.2 dBmV
2 Locked TDMA 1 2560 Ksym/sec 19000000 Hz 41.2 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 23800000 Hz 41.2 dBmV
4 Locked TDMA 4 2560 Ksym/sec 38800000 Hz 41.2 dBmV

brenix

join:2004-03-27
San Diego, CA

Re: [Internet] 50/5 internet with t3 timeout/packet loss/high pi

Your issue sounds like it is related to mine and a couple of others with the 50/5 or 100/5 tiers..

Take a look at: »[Internet] 50/5 Problems------Service Call

I've not seen any packet loss or high pings, but my speeds are horribly slow. This has been happening for about 2 1/2 weeks. I've also gone through most of the troubleshooting steps (new cable modem, tech house call (2 times), direct connection to modem, etc.)


xxkodemanxx

join:2013-09-08
New York, NY
reply to xxkodemanxx

Update:

After I sent an e-mail with all this information to TWC support I recieved a call saying they have identified the issue and will be sending out a tech Thursday to try an resolve it. They claimed it was due to a disruption in the signal coming to my modem. So I would assume they will be checking lines and hopefully replacing some.

I have also purchased a Zoom 5431 modem + Asus wireless-n router. I had been using the SBG6580 gateway Modem+Wifi combo. I feel this also might be a reason I have been having problems and will attempt to change it out for a solid modem and good router combo.

I will try to report back after I swap out the modem and the tech comes by for the house call