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jayAUtiger

join:2014-07-04
Auburn, AL

Dropped connections and modem reboots

I live in Auburn, AL and have had WOW for about two months. For the first month I had no problems, but in the past couple of weeks I have been experiencing constant signal loss leading to modem reboots and zero internet. During some periods i can go no longer than 10 minutes without a loss of signal and reboot. My modem is a Motorola Surfboard SB6120. Here is my signal info:

Downstream
--------------
Frequency....................: 819000000 Hz
Signal to Noise Ratio......: 37 dB
Downstream Modulation..: QAM256
Power Level..................: 6 dBmV

Upstream
-----------
Frequency................: 31000000 Hz
Ranging Service ID....: 12326
Symbol Rate.............: 5.120 Msym/sec
Power Level..............: 38 dBmV
Upstream Modulation..:[3] QPSK , [3] 16QAM
Ranging Status..........: Success

And here is the log:

Time / Priority / Code / Message
Jul 04 2014 20:07:54 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=00:22:10:3a:33:18;CMTS-MAC=00:01:5c:31:bd:8b;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=00:22:10:3a:33:18;CMTS-MAC=00:01:5c:31:bd:8b;CM-QOS=1.1;CM-VER=3.0;
Jul 04 2014 20:07:12 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:22:10:3a:33:18;CMTS-MAC=00:01:5c:31:bd:8b;CM-QOS=1.1;CM-VER=3.0;
Jul 04 2014 20:06:32 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:22:10:3a:33:18;CMTS-MAC=00:01:5c:31:bd:8b;CM-QOS=1.1;CM-VER=3.0;
Jul 04 2014 20:03:49 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=00:22:10:3a:33:18;CMTS-MAC=00:01:5c:31:bd:8b;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:26 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:22:10:3a:33:18;CMTS-MAC=00:01:5c:31:bd:8b;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=00:22:10:3a:33:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jul 04 2014 20:02:52 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:22:10:3a:33:18;CMTS-MAC=00:01:5c:31:bd:8b;CM-QOS=1.1;CM-VER=3.0;
Jul 04 2014 20:02:52 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=00:22:10:3a:33:18;CMTS-MAC=00:01:5c:31:bd:8b;CM-QOS=1.1;CM-VER=3.0;
Jul 04 2014 20:02:52 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:22:10:3a:33:18;CMTS-MAC=00:01:5c:31:bd:8b;CM-QOS=1.1;CM-VER=3.0;
Jul 04 2014 20:02:52 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=00:22:10:3a:33:18;CMTS-MAC=00:01:5c:31:bd:8b;CM-QOS=1.1;CM-VER=3.0;
Jul 04 2014 20:02:51 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:22:10:3a:33:18;CMTS-MAC=00:01:5c:31:bd:8b;CM-QOS=1.1;CM-VER=3.0;
Jul 04 2014 20:02:51 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:22:10:3a:33:18;CMTS-MAC=00:01:5c:31:bd:8b;CM-QOS=1.1;CM-VER=3.0;
Jul 04 2014 20:02:51 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=00:22:10:3a:33:18;CMTS-MAC=00:01:5c:31:bd:8b;CM-QOS=1.1;CM-VER=3.0;
Jul 04 2014 20:02:51 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:22:10:3a:33:18;CMTS-MAC=00:01:5c:31:bd:8b;CM-QOS=1.1;CM-VER=3.0;
Jul 04 2014 20:02:50 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:22:10:3a:33:18;CMTS-MAC=00:01:5c:31:bd:8b;CM-QOS=1.1;CM-VER=3.0;
Jul 04 2014 20:02:50 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=00:22:10:3a:33:18;CMTS-MAC=00:01:5c:31:bd:8b;CM-QOS=1.1;CM-VER=3.0;
Jul 04 2014 20:02:49 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:22:10:3a:33:18;CMTS-MAC=00:01:5c:31:bd:8b;CM-QOS=1.1;CM-VER=3.0;
Jul 04 2014 20:01:39 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=00:22:10:3a:33:18;CMTS-MAC=00:01:5c:31:bd:8b;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:25 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:22:10:3a:33:18;CMTS-MAC=00:01:5c:31:bd:8b;CM-QOS=1.1;CM-VER=3.0;



Pudnasty

@67.149.133.x

T3 Timeout ( Ranging Request Retries Exhausted )
Explanation: The cable modem has sent 16 Ranging Request (RNG-REQ) messages without receiving a Ranging Response (RNG-RSP) message in reply from the CMTS. The cable modem is therefore resetting its cable interface and restarting the registration process. This typically is caused by noise on the upstream that causes the loss of MAC-layer messages. Noise could also raise the signal-to-noise ratio (SNR) on the upstream to a point where the cable modem’s power level is insufficient to transmit any messages. If the cable modem cannot raise its upstream transmit power level to a level that allows successful communication within the maximum timeout period, it resets its cable interface and restarts the registration process. This error message is DOCSIS event message is R03.0, Ranging Request.

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.

You will most likely need a Technician to come out, This is an issue on there end more so than yours. Hope I helped

PUDNASTY


jayAUtiger

join:2014-07-04
Auburn, AL

Thanks for the info Pudnasty, I have scheduled a technician to come out and see what's going on. Hopefully they can determine the problem and get it fixed because I have stared losing signal even more frequently (every couple of minutes now).


slyphoxj

join:2002-06-23
Brook Park, OH
reply to jayAUtiger

It looks like your downstream power level might be out of acceptable range? Isn't the max for the downsteam power level +4 and the min -12? Your downstream signal to noise ratio looks OK.

Your upstream power level looks OK.


jayAUtiger

join:2014-07-04
Auburn, AL

Thanks for the comments slyphoxj. When refreshing the modem status every couple of seconds I see a a downstream power fluctuation between 5-6db. Would this still indicate an issue on the ISP end?


lesmikesell

join:2013-06-10
Mount Prospect, IL

Sounds like squirrels chewing on the cable to me...