2 edits |
Ongoing intermittent internet drop outs (Ultra TV) Columbus, OHI am a frustrated wow customer. Lately, internet has been dropping out for a 2-10 minutes at a time, a few instances a day. This is unacceptable to me. I called WoW a few times when the issue happens and i do their dance of me fiddling with the wires. The last time i called, i requested in home service. The lady on the phone must of thought i was lying, because she threatened me with a $50 charge if they come out and nothing is wrong. That offended me. Anyways the tech comes out. Immediately blames the issue on the ultra tv wireless router range settings. I don't even use wireless much so I questioned it, and he said "seen it a hundred times". Well he is the expert right? He made no effort to check the line quality and gave me the impression he was going to do whatever it took to be in and out of my house in the quickest time possible. Ten minutes after he leaves the internet drops out. So forget the tech's worthless effort, i tried to fix it myself. In my home i have one wire coming in, goes to some kind of inline thingy WoW installed, then to a 2 way splitter. I replaced the splitter and the wiring past the splitter, no help. Checking my cable modem readings when good below. » s8.postimg.org/t2z5kwt3p ··· wow1.pngWhen the internet goes offline, the downstreams drop to one channel and there is one or no upstream. The one remaining upstream power reading increased to the 50s. Here is common stuff i see from the log when it goes offline. » s9.postimg.org/h1cbcz3sv ··· wow2.pngHere is how my pings look when i am online. » s11.postimg.org/zbg2gz5t ··· wow3.pngSo any ideas? Dan? Annecdotal evidence says the internet drops more often when it is hot outside, not sure if that is relevant info. My roomate also claims the pings are excessively high 100+ in online gaming, where as friends down the road with a different provider have 30-40ms. I am willing to try and fix this myself if the issue is in my house since the tech that came out last time didnt make much effort. Should i try any inline modification with an attenuator or amp? |
|
|
barakandl 1 edit |
I just had disconnects/reconnects exactly four hours to minute apart from each other... Interesting.
12:56 and 14:56 modem time my internet came back online. |
|
barakandl |
Another time frame suspicious disconnect this time at 20:26. This one was very brief, for just 1 min or so. The last ones where 14:56 and 10:56 for 5 and 20 ish min.
07/28/2014 20:27 71000400 6 2-Way OK, UCID 07/28/2014 20:26 71000402 5 Cannot forward 2-Way traffic, NACO 1, Max CPE 9, eSTB Link 1 07/28/2014 20:26 82000500 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:1d:d0:31:36:f1;CMTS-MAC=00:01:5c:62:a0:5d;CM- 07/28/2014 20:26 73040200 3 TLV-11 - Illegal Set operation failed;CM-MAC=00:1d:d0:31:36:f1;CMTS-MAC=00:01:5c:62:a0:5d;CM-QOS=1.1;CM-VER=3.0; 07/28/2014 20:26 73040100 6 TLV-11 - unrecognized OID;CM-MAC=00:1d:d0:31:36:f1;CMTS-MAC=00:01:5c:62:a0:5d;CM-QOS=1.1;CM-VER=3.0; 07/28/2014 20:26 2417164289 6 TFTP download init 07/28/2014 20:26 2417164290 6 TFTP download complete 07/28/2014 20:26 68000300 5 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=00:1d:d0:31:36:f1;CMTS-MAC=00:01:5c:62:a0:5d;CM-QOS=1.1;CM-VER=3.0 07/28/2014 20:26 2436694066 6 Honoring MDD; IP provisioning mode = IPv4 07/28/2014 20:26 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=00:1d:d0:31:36:f1;CMTS-MAC=00:01:5c:62:a0:5d;CM-QOS=1.0;CM-VER=3.0; 07/28/2014 20:26 71000205 5 eCM MAC Reinitialization 07/28/2014 20:26 71000103 5 Enable upstream transmitter |
|
Samir join:2010-02-06 Madison, AL |
to barakandl
Are you using your own modem or theirs? |
|
|
barakandl3
Anon
2014-Jul-29 11:04 am
I have "Ultra TV" So the cable mode, router, media box is all one thing. So yes, i am using their modem. I think i have to with an Ultra TV setup |
|
Samir join:2010-02-06 Madison, AL |
Samir
Member
2014-Jul-29 11:09 am
Does a hardwired connection to it have any issues? |
|
|
to barakandl
You got an extremely lazy technician.
The problem appears to be a bad modem. While your US levels are not great (they're low enough I'd personally drop a +2dB in there) that's most likely Ultra being Ultra. The SNR is fantastic though. When your connection drops, the modem itself is actually disconnecting and losing it's configuration.
A simple gateway swap will likely solve your problem. |
|
|
Barakandl4 to Samir
Anon
2014-Jul-29 12:17 pm
to Samir
Everything goes down WiFi and hard wired, but I can still get to the cable modem so definitely not a LAN issue.
Any local stores carry a +2db or do I need to mail order it?
After my face tattoo technician visit and the phone frustration, I will try that first.
Thanks Andrew |
|
|
There is no point in putting an amp on the line, as it is more likely to have a significant negative impact. It most definitely will not fix anything.
If you can, you should arrange a carry-in swap with your local office. It's much easier to deal with than a technician visit. |
|
|
said by RootWyrm:While your US levels are not great (they're low enough I'd personally drop a +2dB in there) You suggested it! That is kind of funny. Anyways my buddy has a 3db one to give me. He said it probably won't help, but i will try. If it doesn't work i will have to go back to WoW tech support. I was hoping Dan would pop in here with a magic solution *doot doot*. If i have to call WoW again, which has proven to painful, is there any key things i can say to quickly escalate them into fixing my issue? Threaten switch to comcast lol? |
|
barakandl |
here are the signals when offline. |
|
Just_Dan Premium Member join:2011-03-24 Denver, CO |
to barakandl
I took a look around, and I did find an upstream SNR/FEC issue in your area. I don't really know if this issue could actually cause the problems you're having, but I have entered a ticket for the maintenance group in your area to go out and investigate your node to see if they can clean up the noise. I can't guarantee that this will solve your problem, as I've never really seen a modem drop out like yours is doing, but it's possible the two can be related. Hopefully in the next day or two someone can get out there and run through everything. |
|
|
Dan is the man! Thank you for looking into this. If I still have trouble after the node check, i will get a tech back out. |
|
barakandl 1 edit |
I noticed the Uptime counter reset this morning. That normally runs for months. I hope WoW is doing something in the area.
Running a non stop traceroute ping test, I see 30% packet loss from every hop, including the first one.
I replaced ALL the wiring inside my house. Except for an "Arris low pass filter" which i assume needs to be in place for the way ultra TV works.
After replacing wiring... not much change... the downstream levers are closer to zero, downstream SNR is the same. My problem is that randomly upstream power shoots up into the 50s in that is when the internet goes down.
Dan, if i need to place a service call, once i do so can you add notes to the call so the tech that comes out doesnt give me a hard time again? I have to take time off of work to meet someone usually so if i can make it worth while, the better. |
|
barakandl 1 edit |
My roommate is getting more upset than me and wants me to dump WoW because our Internet hasn't worked for weeks now. I guess even when the Internet is online, he can't play games because of bad pings and packet loss. I have wow coming out on Saturday. I really hope a good tech comes out this time.
The Internet is pretty stable overnight and gets bad during the day evening. From midnight to 6am, no disconnects. From 4pm to 10pm, disconnects every 10 minutes. Upstream power slowly spikes until it starts dropping. |
|
mix join:2002-03-19 Romeo, MI |
mix
Member
2014-Aug-6 6:59 pm
Hopefully a modem swap will do something for you. |
|
|
Tech came out today. Messed around at the box outside and reran all the wire inside my house that i didn't replace already. Looked at the levels, decided they where spot on and left.
15 minutes after he leaves....
08/09/2014 07:03 68000100 3 DHCP FAILED - Discover sent, no offer received;CM-MAC=00:1d:d0:31:36:f1;CMTS-MAC=00:01:5c:62:a0:5d;CM-QOS=1.0;CM-VER=3.0; 08/09/2014 07:03 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:1d 08/09/2014 07:02 82000500 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:1d:d0:31:36:f1;CMTS-MAC=00:01:5c:62:a0:5d;CM- 08/09/2014 07:01 73040200 3 TLV-11 - Illegal Set operation failed;CM-MAC=00:1d:d0:31:36:f1;CMTS-MAC=00:01:5c:62:a0:5d;CM-QOS=1.1;CM-VER=3.0; 08/09/2014 07:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=00:1d:d0:31:36:f1;CMTS-MAC=00:01:5c:62:a0:5d;CM-QOS=1.0;CM-VER=3.0; 08/09/2014 07:01 84000200 3 SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:1d:d0:31:36:f1;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1 08/09/2014 07:01 84000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:1d:d0:31:36:f1;CMTS-MAC=00:00:00:00:00 08/09/2014 07:01 84000200 3 SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:1d:d0:31:36:f1;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1 08/09/2014 07:01 84000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:1d:d0:31:36:f1;CMTS-MAC=00:00:00:00:00 08/09/2014 07:00 84000200 3 SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:1d:d0:31:36:f1;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1 08/09/2014 07:00 84000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:1d:d0:31:36:f1;CMTS-MAC=00:00:00:00:00 08/09/2014 07:00 84000200 3 SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:1d:d0:31:36:f1;CMTS-MAC=00:00:00:00:00:00;CM-QOS=
The upstream power was shooting up into the 50s during this. Disconnected for 2 minutes and then came back online with great levels.... until the next upstream power spike.
He didnt replace the ultra tv box. |
|
barakandl |
packet loss at the first hop? |
|
barakandl |
Wires in tree |
I wonder if this could cause problems. Wow tech never checked it. I am going to get a ladder. |
|
barakandl |
just cut down branches that where flexing on the cable line. I found no breaks in the insulation coat from rubbing on the branches. |
|
mix join:2002-03-19 Romeo, MI |
mix
Member
2014-Aug-10 6:00 pm
Have you given up yet? Sounds like you tried everything reasonable to get your problem resolved. If WOW_Dan can't offer any help, I'd consider cancelling. |
|
|
WoW has one more shot at fixing this before i switch to TWC/Comcast. I am calling again monday. I have been insanely patient. It is a huge hassle with my schedule to meet repair guys that are not thorough. Internet has been in and out every day for weeks now.
I just saw a commercial for WoW touting customer satisfaction and it burned me up lol. |
|
barakandl |
Called again this moring. Told them straight up, last chance to fix it or I quit. Service escelation tech is coming tomorrow. I have to take more time off work to meet him. what a hassle.
Just looked on my phone. Call wow 6 times starting on July 1st. 3 tech visits. If the other options wasnt TWC/Comcast or U-Verse i would be gone already. Come on FIOS, im waiting. |
|
barakandl |
I couldnt make the tech visit, but my roommate was home. I will have to get more details from him about what they did. I see a new gateway box and they reran the wire that runs from the pole to my box at the side of the house.
They also left the old wire just laying in my yard and a orange pole i think they use to run the wire. Not sure if they are going to clean that up tomorrow or just leave it for me to do.
Anyways... here is my signals now.
Interface Name Freq Power SNR Modulation Octets Correcteds Uncorrectables Downstream 1 597.000 MHz -5.90 dBmV 39.50 dB QAM256 740214683 164 543 Downstream 2 585.000 MHz -6.10 dBmV 39.90 dB QAM256 740180340 150 575 Downstream 3 591.000 MHz -5.90 dBmV 40.00 dB QAM256 740182407 146 564 Downstream 4 603.000 MHz -6.40 dBmV 39.40 dB QAM256 740142889 258 997 Downstream 5 609.000 MHz -7.10 dBmV 39.10 dB QAM256 740144750 199 685 Downstream 6 615.000 MHz -7.50 dBmV 38.20 dB QAM256 747788852 696 1414 Downstream 7 621.000 MHz -7.50 dBmV 38.30 dB QAM256 747784088 388 1135 Downstream 8 627.000 MHz -7.40 dBmV 37.90 dB QAM256 740152370 174 566
Upstream Interface Name Frequency Power Channel type Symbol Rate Modulation Upstream 1 37.00 MHz 42.00 dBmV ATDMA 5120 kSym/s QAM64 Upstream 2 31.00 MHz 37.20 dBmV TDMA 2560 kSym/s QAM16
From the log, it doesnt look like the cable modem has gone offline since the tech left, but there is a few of these entries after he left.
08/12/2014 13:29 84020300 5 MDD message timeout;CM-MAC=00:1d:d0:40:6f:31;CMTS-MAC=00:01:5c:62:a0:5d;CM-QOS=1.1;CM-VER=3.0; 08/12/2014 13:28 84000200 3 SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:1d:d0:40:6f:31;CMTS-MAC=00:01:5c:62:a0:5d;CM-QOS=1 08/12/2014 13:28 84000400 3 SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=00:1d:d0:40:6f:31;CMTS-MAC= |
|
barakandl |
I think this is finally fixed. Literally everything from the pole to my box was replaced. Looks like the line from the box on the side of my house to the pole at the street was the likely cause.
I did 60,000 ping requests today with 42 dropped packets. There has been no entries in the cable modem log for over 24 hours. Signals holding steady in a good range.
WoW still left a mess in my yard i get to clean up. I suppose it is safe to cut this now disconnected coax wire off the box and spool it up. I wonder if they want back the pole they left in my yard they used to string wire. |
|