kadargo4
join:2005-05-05
Charlotte, NC
| [TWC] Disconnects in Charlotte, NC?
Yet again, getting random drops in connection. Packet loss is 0, ping is fine, up and download is fine. Just random times, complete signal loss, until modem resyncs.
Not as bad as last time (if anyone remembers that thread), as it isn't happening every 5 minutes. But it is happening at the most inopertune times (in the middle of important things I do online).
Called tech support, they say theres nothing wrong.
And of course their only other option is, too send a tech out. I am sick and tired of their only "support" is scheduling someone to visit my home. I don't have time from work for them to come here, I can't take a day off just for a 30 minute support visit from some random tech.
So is anyone else in my area having this problem? If so, same thing or similar? |
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drake
drizzy
Premium,MVM
join:2002-06-10
Brooklyn, NY
 ·Optimum Online
| Do any of your neighbors using broadband service via Time Warner cable lines (e.g. Road Runner or Earthlink Cable [and maybe AOL - if grandfathered])?
What cable modem do you have? Can you get your signal level readings from: »192.168.100.1 ? If so, copy and paste the readings here. |
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kadargo4
join:2005-05-05
Charlotte, NC
| Ambit modem
Signals seem to check out (I'll copy paste results later if nothing changes)
It has to be something on their end, the Network Status page just updated with some kind of network problem, plus I've been on hold with Tech Support for 30 minut |
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JohnnyG101
Mafiaoso
Premium
join:2000-12-25
Charlotte, NC
clubs:  | No issues here in North Charlotte.
--
gobble gobble |
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edlwannabe
join:2005-08-24
Charlotte, NC
| reply to kadargo4
I've been having the same problem for almost two weeks now. It seems pretty random. One thing that's confusing me though, is that I don't seem to have problems if I disconnect my router and plug my computer right into the cable modem. I don't think it's my router though. I've checked all of the settings and can't find anything wrong. It's a LINKSYS RT31P2 router (i'm using vonage phone service). I'm in the 28213 zipcode. This happened about a month or so ago and it stopped on its on after a day or two. |
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CRUC1AL JMM
join:2005-03-28
Charlotte, NC
| reply to kadargo4
no no it's not your router! it's our isp! i live in zip code 28212, and this has been happening to me also for the past two or three weeks, although not very often. Hopefully TWC will fix this, i think we pay enough to not have our service interupted! |
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kadargo4
join:2005-05-05
Charlotte, NC
| reply to kadargo4
Still happening.
It's so freaking weird.
Like, I work very odd hours. So sometimes I'm up using the PC at 4 or 5am, other times I'm using it at 3pm in the afternoon.
I can leave the PC on all day while at work or asleep, and the modem never drops, never has a significant drop of packets (outside the norm, of course), etc Yet when I do start using the PC, for everything from browsing, doing online business or even playing an online game, it'll start the whole "instant" disconnect crap.
It doesn't lag. The upload speeds are what they should be. The download speeds are what they should be. The signal strength is fine.
Now, I'm left with some "options":
A) do the whole modem power/signal check, post the results or let a tech see them (more on this in B).
- Not possible. Sure, I could go do the checks, and find I'm getting bad ranges on something and it's a modem issue not line. Guess what? I'm tired of modem issues. You know how many modems I've gone through in 4 years? 4. 2 of them being in this year alone. Sometimes I'm lucky and they'll give me a newly unopened one. Most times it's a refurbished P.O.S that will have a short lifespan. Sure, it's free to exchange the modems, but I am growing TIRED of having to do that, every 4-5 months cause their modems die
B) call back to tech support, have them compare the snapshot of my modem stats from a few days ago, to now, and see if its something they can determine. Most likely they'll lead me into option C..
C) a field tech comes out. tests the lines outside, tests the line inside, tests the modem, tests the network card, everything. and again I'll bet more than likely it'll be some issue "we cannot see a problem with" and thus leading me into option D
D) have them note the day/time they came out and verified everything is ok. then "if it continues another field tech will be sent out"
As much as I love broadband, this is just getting sad
$50 a month, for tech support that can only fix something from a field tech. I know, hardware problems can be trickier to fix without actually interacting with them. But most times they cannot ever send someone on my day off or a time when I'm not working, so I end up having to take a day off work. Do I even need to get into the gas prices and missing a day of work, for a 30 minute tech trip?...
I'm gonna monitor the threads for a while, I see others with similar issues/concerns. It can't just be me |
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kadargo4
join:2005-05-05
Charlotte, NC
| reply to kadargo4
heres the modem info...
Downstream Lock : Locked
Downstream Frequency : 561000000 Hz
Downstream Modulation: QAM256
Downstream Interleave Depth: 32
Downstream Receive Power Level: 1.9 dBmV
Downstream SNR: 33.0 dB
Upstream Channel ID: 6
Upstream Transmit Power Level: 32.0 dBmV
Upstream Symbol Rate: 2560 Ksym/sec
Upstream Frequency: 29008000 Hz
Upstream Mini-Slot Size : 2
events from the last few days:
WED AUG 17 00:36:47 2005 1579(counts) (level)Critical (3)
- SYNC Timing Synchronization failure - Failed to acquire FEC framimg
THU AUG 25 05:16:48 2005 151(counts) (level)Critical (3)
- Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout
MON AUG 22 03:54:10 2005 4(counts) (level)Critical (3)
- Unicast Ranging Received Abort Response - Re- initializing MAC (this was probably the day I called tech support the first time, and they reset the modem a couple times on their end)
THU AUG 25 05:16:16 2005 6706(counts) (level)Critical (3)
- Started Unicast Maintenance Ranging - No Response received - T3 time-out |
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edlwannabe
join:2005-08-24
Charlotte, NC
| reply to kadargo4
As far as timing goes, I seem to have the same issue. I left an IM window open last night so I could see time-stamps of when the computer got kicked offline. I got kicked off at:
6:51pm
12:59am
1:09am
1:28am
and then it stayed on until the current time 6:42am. It seems like the less i'm using the PC, the longer it stays connected. yesterday afternoon it was dropping about every ten minutes. |
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YayOtters
join:2004-06-12
Monroe, NC | reply to kadargo4
i'm in monroe/28110 and i've been experiencing disconnects(maybe once a week for a few minutes) lately |
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kadargo4
join:2005-05-05
Charlotte, NC | reply to kadargo4
so, those modem stats in the norm? they appear to be, to me. but i cant ever remembe the correct setting ranges
on hold with tech support, again, now, trying to find out more. this is just getting ridiculous |
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Duckzilla
join:2003-10-18
Carthage, NY
| reply to kadargo4
I have the same problem in upstate NY with TWCNY. Tech replaced a splitter and thought everything was fine but it still does it. Level 2 said it's probably my modem. I have a SURFboard 3100 and a Linksys BEFSR41 with the latest firmware.
Symptoms are the same, when I come back to use my computer after a few hours it will drop the connection. Here is a typical excerpt from my modem log:
************ 7-Information I510.0 *** BOOTING *** SB3100-1.4.9.2-SCM01-NOSH
050828113008 7-Information H501.2 HFC: Shutting Downstream Down
050828113008 2-Alert T507.0 Received Async Error Range Failed
050828113007 3-Critical R4.0 Received Response to Broadcast Maintenance Request, but no Unicast Maint
050828113007 3-Critical H501.8 HFC: T4 Timer Expired
050828075903 8-Debug M570.2 Motorola CM certificate present |
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GreasyBastid
join:2005-08-29
Charlotte, NC
| I'm in Charlotte (28269) and I'm not seeing complete connection drops, but it does get very slow at times.
This only recently started happening. Of course all they ever want to do is send a tech out who always says everything looks fine, or my favorite line... "I'm going to put in a B ticket" (which means I don't know so I'm leaving)
I'm a premium subscriber too!  |
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Duckzilla
join:2003-10-18
Carthage, NY
| reply to kadargo4
So I exchanged my modem as the level 2 tech suggested and guess what? The new modem's log (a recirculated 4200) has the same error messages in it! Someone must have exchanged it on or after the 26th of August:
************ 7-Information I510.0 *** BOOTING *** SB4200-1.4.9.2-SCM01-NOSH
050826083110 7-Information H501.2 HFC: Shutting Downstream Down
050826083110 2-Alert T507.0 Received Async Error Range Failed
050826083110 3-Critical R4.0 Received Response to Broadcast Maintenance Request, but no Unicast Maint
050826083110 3-Critical H501.8 HFC: T4 Timer Expired
050826044005 8-Debug M570.2 Motorola CM certificate present
050826044005 8-Debug M571.7 CM Cert Upgrade Enabled. AutoRun after Reg or via SNMP
050826044005 8-Debug I503.0 Cable Modem is OPERATIONAL
The modems are fine, something else is wrong and it's not in my home. As soon as my modem reboots I'm calling back with my ticket number. |
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Duckzilla
join:2003-10-18
Carthage, NY | I meant to say, the moment I notice that my connection resets itself, I'll call tech support back with my ticket number. |
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tonyram57
join:2001-11-08
Brooklyn, NY
1 edit | reply to kadargo4
Here in Brooklyn the 11217 area I been having the same problems. It is getting annoying. All night my connection is fine. In the morning it goes out for about 15 seconds then resync's. During the day it does the same thing. Trying to listen to streaming audio and it cuts out. My connection was fine for many months then the past couple of months it has been getting worse with dropouts.
Also the customer support number is horrible. Most of the time when I call it all I get is a busy signal. Have to keep redialing and this was at 2am. When I got though I was on hold for 25 minutes before I hung up in discust. |
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niekas
join:2001-07-06
lithuania
| reply to kadargo4
Same problem in zip code 10029. It's been disconnecting about once an hour for as long as i remember - i'm not a gamer so i didn't mind this nuisance too much. Today it's been on reverse: internet is working only a few minutes each hour. It's driving me nuts - it works 30seconds and then it's down for 15 minutes.
I called them up. It seems support has been outsourced to India so we walked through standard unplug modem B.S. and scheduled appointment for next tuesday. I'm on the brink of switching to verizon DSL. 6 days with no internet |
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niekas
join:2001-07-06
lithuania
| I think it has something to do with splitters. If i plug cable modem directly into the "mother cable" it works fine, but if i plug it into the cable after the splitter - it's all screwed up.
Cable modem also doesn't work if i plug TV cable (cable TV works fine behind the splitter).
hmm - why would splitter suddenly f*#k up internet signal?
I tried using old splitter (left behind by technician) - it's the same thing. |
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Duckzilla
join:2003-10-18
Carthage, NY
| reply to kadargo4
My problem has nothing at all to do with anything on my end, as I suspected. RR issued a red Internet Connectivity alert for TWCNY a week or two ago. I have gotten two or three “loss of sync” messages in the past few days. They must be still working on it.
And to think they were trying to blame my router. Some good has come of it, however. I got a SB4200 now. |
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Jill249
@rr.com |  reply to edlwannabe
Does the cable light on your modem go off when you lose your connection? |
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