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jgkolt
Premium Member
join:2004-02-21
Avon, OH

jgkolt

Premium Member

[Internet] Modem reboots when streaming Netflix In Northeast Ohio (Cleveland)

When streaming netflix (or large data i assume) my modem will reboot. It is the approved (and personally owned) motorola sb6141 doscis 3 modem. This is not my first modem they have replaced int he past year. below is the errors i receive when watching netflix as well as the tail end of my rebooting the modem in the logs. Has anyone seen this happen before?



TimePriorityCodeMessage
Dec 26 2013 16:27:226-NoticeI401.0TLV-11 - unrecognized OID;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;
Dec 26 2013 16:27:225-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:146-NoticeN/ACable Modem Reboot due to power reset ;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Dec 26 2013 14:30:076-NoticeI401.0TLV-11 - unrecognized OID;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;
Dec 26 2013 14:30:075-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:146-NoticeN/ACable Modem Reboot due to T4 timeout ;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Dec 26 2013 14:29:283-CriticalR06.0Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;
Dec 26 2013 14:29:283-CriticalR03.0Ranging Request Retries exhausted;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;
Dec 26 2013 14:29:273-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;
Dec 26 2013 14:14:106-NoticeI401.0TLV-11 - unrecognized OID;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;
Dec 26 2013 14:14:105-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:193-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:146-NoticeN/ACable Modem Reboot due to T4 timeout ;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Dec 26 2013 14:13:223-CriticalR04.0Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;
Dec 26 2013 14:12:523-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;
Dec 26 2013 14:12:036-NoticeI401.0TLV-11 - unrecognized OID;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;
Dec 26 2013 14:12:035-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:146-NoticeN/ACable Modem Reboot due to T4 timeout ;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;
Dec 26 2013 14:11:243-CriticalR06.0Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;
Dec 26 2013 14:11:243-CriticalR03.0Ranging Request Retries exhausted;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;


NOTE: Mac addresses have been removed
jgkolt

jgkolt

Premium Member

Anyone have any ideas?
Millenium
join:2013-10-30

Millenium to jgkolt

Member

to jgkolt
I have a personally owned Motorola 6121 and stream Netflix without it rebooting. I don't know what is causing your's.
quote:
T4 Timeout ( Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received )
Explanation: The cable modem did not received a station maintenance opportunity in which to transmit a Ranging Request (RNG-REQ) message within the T4 timeout period (30 to 35 seconds). The cable modem is resetting its cable interface and restarting the registration process. Typically, this indicates an occasional, temporary loss of service, but if the problem persists, check for possible service outages or maintenance activity on this particular headend system. This error message is DOCSIS event message is R04.0, Ranging Request.
Weaselboy
Premium Member
join:2003-08-02

Weaselboy to jgkolt

Premium Member

to jgkolt
Those T3 and T4 timeouts are usually caused by a bad connection somewhere between you and the cable plant and a TW tech will need to come out and figure out where the problem is. That model Motorola modem will reboot in an attempt to fix the issue if it sees enough of those errors in a row, and that is what you are seeing.

jgkolt
Premium Member
join:2004-02-21
Avon, OH

jgkolt

Premium Member

I had a tech out yesterday and i am going to have another one out tomorrow. In the meantime i am going to try and replace the modem and see what happens. Both time warner (level 3 tech and onsite tech) as well as motorola said the signal levels were good.

hobgoblin
Sortof Agoblin
Premium Member
join:2001-11-25
Orchard Park, NY

hobgoblin

Premium Member

What are your signal levels?

Hob
Weaselboy
Premium Member
join:2003-08-02

Weaselboy to jgkolt

Premium Member

to jgkolt
You can have perfect signal levels and still have this problem. Think of it as having a perfect connection, then somebody unplugging the cable quickly over and over.

When I went through this, it took three or four truck rolls before a technician took it seriously and found a bad connection at a node a mile away.

jgkolt
Premium Member
join:2004-02-21
Avon, OH

jgkolt to hobgoblin

Premium Member

to hobgoblin
the signal page:

Downstream Bonding Channel Value
Channel ID 1 2 3 4
Frequency 105000000 Hz 111000000 Hz 117000000 Hz 123000000 Hz
Signal to Noise Ratio 37 dB 37 dB 37 dB 37 dB
Downstream Modulation QAM256 QAM256 QAM256 QAM256
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
7 dBmV 7 dBmV 7 dBmV 7 dBmV
Upstream Bonding Channel Value
Channel ID 4
Frequency 32000000 Hz
Ranging Service ID ---OMITTED---
Symbol Rate 2.560 Msym/sec
Power Level 40 dBmV
Upstream Modulation [3] QPSK
[2] 16QAM
[3] 64QAM

Ranging Status Success

Signal Stats (Codewords) Bonding Channel Value
Channel ID 1 2 3 4
Total Unerrored Codewords 258707966 258174831 258182957 258189577
Total Correctable Codewords 350 384 444 1929
Total Uncorrectable Codewords 534 556 534

1542

jgkolt

1 edit

jgkolt

Premium Member

I purchased a new modem from the store, same model (different color), swapped power supplies, no issues. Swapped back to original power supply with original modem, and I have not had an issue. I tried all night long. A simple power supply swap for a short period seems to be working. I can't explain it but it has not worked this long consistently until I did this.

UPDATE 1/1/2014
Seeing as this is intermittent, the issue is actually still occurring.

mixdup
join:2003-06-28
Alpharetta, GA

mixdup to jgkolt

Member

to jgkolt
Someone over on the Charter forums had the same problem with the same modem. Sounds like Motorola modems aren't as good as they used to be.

jgkolt
Premium Member
join:2004-02-21
Avon, OH

jgkolt

Premium Member

new modem did not fix it, still having issues.
jgkolt

jgkolt

Premium Member

Tech came out again today, checked the system, made sure everything was tight, redid cable ends, couldnt find the issue. they tech did see the error happen after 12 minutes of streaming netflix. he did some research online and found other people having same issue. other modems didnt reboot but had some problem. he thinks it is a bigger problem. guess i will call time warner again.

Pegasus
Premium Member
join:2008-01-04
united state

Pegasus

Premium Member

You should have your area manager monitoring your connection.

What other things are plugged into the branch circuit the wall wart for your modem is plugged into? Ive seen fridges & HVAC equipment inject enough noise into the power to make modems unhappy.

jgkolt
Premium Member
join:2004-02-21
Avon, OH

jgkolt

Premium Member

The 3rd onsite visit is scheduled so according to support it should get elevated automatically to a senior support rep. I have already talked to time warner, Motorola, netflix, Sony PlayStation forumns, so maybe another rep will find something.

I ran a test the other day with just the modem plugged into that wall socket and the ps3 plugged into a different socket on a different floor so this would eliminate the interference problem. Thank you for the suggestion.
jgkolt

jgkolt

Premium Member

Well even though i replaced the original sb6141 modem with a new sb6141 from the store I still had issues. We swapped out the modem with an Arris (the new Motorola name) MODEL: DG860A and things seem to be operating fine so far. Maybe there is an issue with the sb6141 modem . I will update Arris/Motorola so they have it is their records.

thisguymo
@rr.com

thisguymo

Anon

Did you ever get this fixed? I'm the exact same issue with the sb6141. Spoke to TWC level 3 support and he noticed that the provisioning settings were old. He updated and still get the random t3 and t4 errors. I'm going to calling level 3 again tomorrow.

jgkolt
Premium Member
join:2004-02-21
Avon, OH

jgkolt

Premium Member

I wouldn't say fixed but checkout my thread below regarding Netflix version.
»community.us.playstation ··· #M320055

kilrathi
Premium Member
join:2005-04-22
Rockaway Park, NY

kilrathi to jgkolt

Premium Member

to jgkolt
Wonder if this is fixed with latest firmware versions for those modems, seeing as in many tw areas new firmware is not pushed for a long time.

mixdup
join:2003-06-28
Alpharetta, GA

mixdup to jgkolt

Member

to jgkolt
Every time I've seen someone complain about this they're using a Motorola Surfboard 6141. That's sad, the Surfboards used to be the best, most rock solid modems out there. If you're having this problem I suggesting getting a new (and different) modem

jacko15
@rr.com

jacko15

Anon

Don't want to highjack the thread, but since it's already been brought up, and I'm also in the TWC NEO area, I have a question about modems. I'm currently using a Moto SB5120 that has been rock solid for years. I have 15/1 service in an uncongested neighborhood, but was thinking of upgrading my modem to a docsis 3 just to future proof my system. The reviews I've read about the SB6141 have been glowing, but I've seen a number of posts on this forum that make me believe it may be a problematic piece of equipment. Any more discussion on that? And what would be a good alternative modem? Thanks for any input you folks can give me.

basdf
@rr.com

basdf

Anon

I have the 6121, moved from WOW to TWC when I moved about 6-8 months ago. It's been rock solid. I do have this netflix issue, it doesn't reboot the modem, but netflix is terrible, however, it's only on my sony blu ray player. On Tivo, iPad, android phone, and PC it's all fine. So I think the issue is the way sony does netflix, not the modem. But yeah, the sb6121 I have has been great. The 6141 is the same with just more channels available to bond if I'm not mistaken.