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DAOWAce

join:2006-10-25
Flanders, NJ

4 edits

[OOL] Internet having issues after upgrading cable service

Edit: This was either a really strange coincidence with Google's issues or Cablevision was the one actually having the issue. I am assuming the latter.

---

So, I've been an OOL subscriber for many many years now and had my fair share of issues over this time period (DOCSIS 3.0 upgrade caused me to have severe packet loss for 3 months straight and then periodic issues over 2 years).

As of late though (last year or so) I haven't had much trouble at all.

Earlier today my family decided to get rid of their TiVo and change back to Cablevision's IO service and family cable. We previously had basic cable from them so there's really no change aside from more channels and a DVR box replacing the TiVo (after they go and pick one up).

Well, ever since that call and the service upgrade 20 minutes later, the internet has been having some real bad issues with initiating new connections. Things just hang and time out most of the time, but once the connection is initiated there's not really any issues with it at all; no disconnections or speed loss, still pulling 60/8 from tests and my ping appears normal.

I'm not about to start calling CV again (I didn't even make the service change as I do not watch TV), I've done it enough over those 2 years to the point where I didn't even follow-up with the tech when things finally resolved themselves because I was so sick of dealing with it.

Does anyone know if such a thing is possible? (It's cable, so I suppose anything is)

Does anyone else currently have issues with their internet service?

Here's the modem log from a single reboot (modem apparently couldn't connect the first POST) if relevant:

1/1/1970 0:00 2417164307 6 MDD IP mode Set Mode=0;
10/4/2012 14:01 73040100 6 TLV-11 - unrecognized OID;
10/4/2012 14:01 2417164310 6 TLV-11 Set Failure Details 1.3.6.1.2.1.69.1.6.4.1.2.505 GENERIC ERROR;
1/1/1970 0:00 2417164307 6 MDD IP mode Set Mode=0;
10/4/2012 14:02 73040100 6 TLV-11 - unrecognized OID;


Last report was from 9/28, so there's really not much information about this issue.

PS: I'm still getting things like T3 timeouts and DHCP renew warnings, among a few other things. These have never been resolved through all the troubleshooting. Is there a way to resolve them or will there always be trickles of garbage like this?

Bob4
Account deleted

join:2012-07-22
New Jersey
Reviews:
·Optimum Online

Re: Internet having issues after upgrading cable service

If you had OOL with no TV service, there was likely a filter which was removed when you got the TV service added. If anything, this should have helped your signals.

They also likely added a splitter for your modem & TV, so you might want to check those connections. Tell us what kind (2-way? 3-way?) splitter you have and how your modem is connected.

Also post your receive and transmit signal levels.


DAOWAce

join:2006-10-25
Flanders, NJ

1 edit
We had basic cable with Cablevision. (added to OP)

Signal levels are worse than they were when we optimized our wiring a year and a half ago trying to fix CV's issues. Used to have a perfect 0 on the downstream power level. Not happy seeing them the way they are now when nothing has changed on our end (except the addition of a TiVo box in place of Cablevision's DVR box).

Downstream

Downstream 1 2 609.00 MHz -7.17 dBmV 36.17 dB 256QAM
Downstream 2 1 603.00 MHz -7.54 dBmV 35.42 dB 256QAM
Downstream 3 3 615.00 MHz -6.70 dBmV 35.25 dB 256QAM
Downstream 4 4 621.00 MHz -7.51 dBmV 35.25 dB 256QAM
Downstream 5 5 627.00 MHz -7.25 dBmV 35.08 dB 256QAM

Upstream

Upstream 1 3 32.00 MHz 43.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM


DOCSIS 2.0 upstream? dafuk?

Bob4
Account deleted

join:2012-07-22
New Jersey
Although not great, those levels are OK. All I can suggest is checking your wiring, and then making a service appointment.

cablewizzard

join:2009-06-14
Hicksville, NY
kudos:1
reply to DAOWAce
said by DAOWAce:

We had basic cable with Cablevision. (added to OP)

Signal levels are worse than they were when we optimized our wiring a year and a half ago trying to fix CV's issues. Used to have a perfect 0 on the downstream power level. Not happy seeing them the way they are now when nothing has changed on our end (except the addition of a TiVo box in place of Cablevision's DVR box).

You not being happy with the signal levels is not important - because the levels are perfectly fine, you just don't know that.

Your RX levels are between -10 and +10 dBmV , which enables you to maintain a QAM lock, and decode frames with low BER.

Think of the signal strength as a number indicating the distance from the center lane in a 400m dash: every runner runs the same distance because they are set back a different amount (= cable modem has different signal level depending on distance from node), and winning does not depend on which lane you start in, and no particular lane will give you an advantage over any other.

The TLV-11 failure in the log is not indicative of a problem you are able to observe (at all) - I am almost sure this does not occur with every reboot either. Do tell if it does. TM822?

Your problem, once again, is RF related, in a manner not related to actual signal strength. What happens if you disco the DVR, and hook the TIVO back up? Or, if you have a terminator cap laying around: you disco the RF run to the TIVO/DVR room at the splitter (and screw the terminator on)?


DAOWAce

join:2006-10-25
Flanders, NJ

1 edit
reply to DAOWAce
said by Bob4:

and then making a service appointment.

I'd really prefer not to deal with CV's basic techs again. I've even had personal contact with Wilt many times trying to get my issues fixed during that packet loss parade and basic tech support was completely off my radar. Having to get into this whole support mess again just upsets me.

I really don't see how a software change (assuming) could have started causing these issues, but they did! I doubt even if someone comes out here to look at things that they'll even find any cause for the issue.

The only thing that's changed in the last year has been this phone call to upgrade our service from basic cable to family cable, which required nothing more than confirming this change over the phone and having the new channels about 20 minutes later.

said by cablewizzard:

You not being happy with the signal levels is not important - because the levels are perfectly fine, you just don't know that.

I'm well aware the signal levels are within spec. The point is that when we re-wired our entire house trying to fix the issues we had with CV a year and a half ago we got the downstream power level to a near perfect 0 all the time. Why it's decreased to -7.50 is what's bothering me. I'm pretty sure the SNR was in the 50's back then as well.

said by cablewizzard:

The TLV-11 failure in the log is not indicative of a problem you are able to observe (at all) - I am almost sure this does not occur with every reboot either. Do tell if it does. TM822?

Not usually.. Though it has been happening as of late when it didn't in the past.


8/27/2012 22:50 73040100 6 TLV-11 - unrecognized OID;
8/27/2012 22:50 2417164307 6 MDD IP mode Set Mode=0;
8/27/2012 22:51 73040100 6 TLV-11 - unrecognized OID;
1/1/1970 0:00 2417164307 6 MDD IP mode Set Mode=0;
8/27/2012 22:53 73040100 6 TLV-11 - unrecognized OID;
9/5/2012 8:15 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;
9/5/2012 8:15 84000700 5 RCS Partial Service;
9/5/2012 8:15 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;
9/5/2012 8:15 84020200 5 Lost MDD Timeout;
9/5/2012 8:15 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
9/5/2012 8:18 2417164307 6 MDD IP mode Set Mode=0;
9/5/2012 8:19 73040100 6 TLV-11 - unrecognized OID;
9/6/2012 1:38 68010300 4 DHCP RENEW WARNING - Field invalid in response v4 option;
9/6/2012 4:26 82000200 3 No Ranging Response received - T3 time-out;
9/7/2012 1:38 68010300 4 DHCP RENEW WARNING - Field invalid in response v4 option;
9/7/2012 3:56 82000200 3 No Ranging Response received - T3 time-out;
9/8/2012 1:38 68010300 4 DHCP RENEW WARNING - Field invalid in response v4 option;
1/1/1970 0:00 2417164307 6 MDD IP mode Set Mode=0;
9/10/2012 17:03 73040100 6 TLV-11 - unrecognized OID;
9/11/2012 9:21 68010300 4 DHCP RENEW WARNING - Field invalid in response v4 option;
9/13/2012 16:14 82000200 3 No Ranging Response received - T3 time-out;
9/14/2012 9:21 68010300 4 DHCP RENEW WARNING - Field invalid in response v4 option;
1/1/1970 0:00 2417164307 6 MDD IP mode Set Mode=0;
9/27/2012 16:36 73040100 6 TLV-11 - unrecognized OID;
9/28/2012 12:59 68010300 4 DHCP RENEW WARNING - Field invalid in response v4 option


Can check out the rest of my log here: »www.daow.net/downloads/text/Mode···2012.txt

Modem is a TM802G. They are giving out new models of Arris modems? I was one of the first to get an Arris when they entered CV's hands due to my issues. Stopped bothering to keep up on things when my problems finally resolved themselves. Gonna have to pick up an updated model if they are!

said by cablewizzard:

What happens if you disco the DVR, and hook the TIVO back up? Or, if you have a terminator cap laying around: you disco the RF run to the TIVO/DVR room at the splitter (and screw the terminator on)?

We haven't changed anything on our end yet. The DVR box is being shipped to us, though I think they're going to go pick one up today to avoid the wait.

justin03

join:2002-09-06
Massapequa, NY

Do you see the correctable/uncorrectable count for downstream on diagnostic page ? U should reset it and see if it builds quickly


DAOWAce

join:2006-10-25
Flanders, NJ
Downstream 1 2 0 0
Downstream 2 1 254 0
Downstream 3 3 247 0
Downstream 4 4 317 0
Downstream 5 5 285 719


Looks like channel 5 is having some major issues.

Bob4
Account deleted

join:2012-07-22
New Jersey
reply to DAOWAce
I can see where this is going. Maybe you should switch to Fios.

max pl

join:2009-03-22
Hyde Park, NY
reply to DAOWAce
Oct 03 2012 23:37:13 5-Warning T202.0 Lost MDD Timeout;CM-MAC=00:23:ed:5e:20:86;CMTS-MAC=00:01:5c:42:ec:49;CM-QOS=1.1;CM-VER=3.0;

Oct 03 2012 23:36:49 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=00:23:ed:5e:20:86;CMTS-MAC=00:01:5c:42:ec:49;CM-QOS=1.1;CM-VER=3.0;

Oct 03 2012 17:26:44 6-Notice D106.0 DHCP Renew - lease parameters tftp file-0023ed5e2086-bc=1-reg=CWN-ver=docsis3.0-mfg=Moto modified;CM-MAC=00:23:ed:5e:20:86;CMTS-MAC=00:01:5c:42:ec:49;CM-QOS=1.1;CM-VER=3.0;

would any of these things be the cause of a stoppage in my internet for a few minutes?

my brother had to reset the modem/router yesterday because "the internet stopped working", so i'm trying to determine if it was my hardwares fault or if CV was doing something.


thinkpad

join:2000-07-26
Stamford, CT
Reviews:
·NETPLEX
·Optimum Online
reply to DAOWAce
said by DAOWAce:

Upstream

Upstream 1 3 32.00 MHz 43.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

DOCSIS 2.0 upstream? dafuk?

It's Docsis 2.0 because there is only one upstream channel

cablewizzard

join:2009-06-14
Hicksville, NY
kudos:1
reply to justin03
I recall discussions about your service in a previous thread some months ago, and I remain at a loss here.

So:
- the loss of 7.5dB of signal IS suspicious, if you haven't changed any wiring off the pole lately, node balancing tends not to shift signals that much. The more important question: is that number stable or is it randomly jumping a 5-10 dBs from one hour/day to the next?
Let me repeat that: 0 dBmV RxPower is not perfect - it's only perfect if your house happens to be the ONE in the middle between the node and the farthest point on the strand. Only one house on an entire node can have +-0 dBmV - but you could always move your house around a bit if that's important to you

- how much uptime (days) did you have with the modem when you looked at the correcteds/uncorrecteds? It's really not that much, even with 48hrs of uptime. DS #5 with its uncorrectables is a bit of a worry - it could be the cause for RCS-Partial service (loss of 1 or more DS channels due to RF isssues), but compare that to my own (very very very trouble-free) : my worst DS channel has 15,000 uncorrectables - but for 120+ days of uptime.

- your log is going back rather far (8 months) - which is good: not a whole lot is happening with your modem. The number of T3 timeouts and DS sync-losses is absolutely minimal for that amount of time, and RCS-partial-service didn't occur that much either - but the web-UI version of the log doesn't show the repeat counter (that can be read via the SNMP MIB, but that's only accessible for D2 modems), so this verdict can't be final, only indicative.

- no need to exchange the TM802 for a TM822 : there's not enough to be gained - only the additional battery life.

So:
how often do you experience sluggishness with the connection (tested from wired, not wireless I'll assume?)? Or does it only occur shortly after the modem has booted, and goes away?
Do the RF values change while you're having troubles?

There's not a whole lot to go by here, and the logs have probably told me already more than CV's service rep and regular (non-OSP) techs will ever be able to turn up.


La Luna
RIP Lisa
Premium
join:2001-07-12
Warwick, NY
kudos:3
reply to DAOWAce
This wouldn't have anything to do with this »Has anyone else noticed Google loading slow? , would it?

Just a thought.


DAOWAce

join:2006-10-25
Flanders, NJ

1 edit
reply to cablewizzard
said by cablewizzard:

- how much uptime (days) did you have with the modem when you looked at the correcteds/uncorrecteds?

Well looks like it's not channel 5!

Downstream 1 2 3839 341
Downstream 2 1 3661 196
Downstream 3 3 3927 1239
Downstream 4 4 3644 204
Downstream 5 5 4542 984


Initial report was after no more than an hour uptime. This report is after 10 hours, though the internet hasn't been used much at all in this time.

Before I rebooted it? I can't remember.

said by Bob4:

I can see where this is going. Maybe you should switch to Fios.

I'd have been using them 3+ years ago if they bothered to wire down my street. Yes, my STREET. It's on the main road no more than a 30 seconds walk from here. I have spoken with a FiOS engineer and they said to wire down my street it would have to come from a completely different feed and since Verizon stopped rolling out, I can't get the service. If only I could move a few houses away!

said by La Luna:

This wouldn't have anything to do with this »Has anyone else noticed Google loading slow? , would it?

Could be.. but in my case every single new connection is affected regardless of host.. unless everyone is using Google's apps! All internet based games I've attempted to load up have hung/timed-out as well.

Strangely, pinging google.com directly results in a 100% loss so far. Running a tracert shows 97% loss at the last hop after 100 packets sent.

Not sure it's relevant though, 'cause.. "Ping request could not find host microsoft.com. Please check the name and try again." The attempt after that found the host, but it appears they're ignoring ICMP packets. (adding www. fails as well)

Also gotten some packet loss at 67.83.249.137 (OOL). Nothing showing on my »/r3/smokepi···2f039c86 though.

Bob4
Account deleted

join:2012-07-22
New Jersey
Reviews:
·Optimum Online
reply to cablewizzard
said by cablewizzard:

the loss of 7.5dB of signal IS suspicious, if you haven't changed any wiring off the pole lately, node balancing tends not to shift signals that much.

My received power went from +6.75 last night to -6.00 this morning. That's a drop of 12.75 dB overnight.

Last week it jumped by +8.5 dB. So that's from -2 to +7 to -6 dB all in a week.

Cablevision does mess with the power levels significantly. I wish they'd stop!


DAOWAce

join:2006-10-25
Flanders, NJ

1 recommendation

reply to DAOWAce
Google's problems appear to be resolved. »Has anyone else noticed Google loading slow?

And in turn, so do mine.

This was either a really strange coincidence or OOL was the one actually having issues.

cablewizzard

join:2009-06-14
Hicksville, NY
kudos:1
reply to Bob4
said by Bob4:

said by cablewizzard:

the loss of 7.5dB of signal IS suspicious, if you haven't changed any wiring off the pole lately, node balancing tends not to shift signals that much.

My received power went from +6.75 last night to -6.00 this morning. That's a drop of 12.75 dB overnight.

Last week it jumped by +8.5 dB. So that's from -2 to +7 to -6 dB all in a week.

Cablevision does mess with the power levels significantly. I wish they'd stop!

We're getting off-topic here, but swings of that magnitude strongly hint at a defective amp or other severe impairment. It seems too strong to be an issue merely at your drop. If you're experiencing *perceivable* problems (pixelation, voice breakup, Internet not working, modem rebooting, VOD controls not working), you should call this in.

Node balancing doesn't move signal up or down by more than a few dB (5), a node-split can move it more than that, but levels stay where they are afterwards.

Seasonal (temperature) variations can exceed 4dB between say: 30 and 90 degrees (F), depending on how much coax is between you and the node.

Bob4
Account deleted

join:2012-07-22
New Jersey
Reviews:
·Optimum Online

1 edit
said by cablewizzard:

We're getting off-topic here, but swings of that magnitude strongly hint at a defective amp or other severe impairment.

TV power levels did not change. Only the OOL levels. That's a pretty selective amp if it did it by itself.

TV power levels are around -15 to -22 dB.

I'm at least 600 feet from the node.

TheWiseGuy
Dog And Butterfly
Premium,MVM
join:2002-07-04
East Stroudsburg, PA
kudos:3
nm.
--
Warning, If you post nonsense and use misinformation and are here to argue based on those methods, you will be put on ignore.


DAOWAce

join:2006-10-25
Flanders, NJ

1 edit
reply to DAOWAce
Well, now we're dealing with both the TiVo and the DVR (connected separately multiple times attempting to troubleshoot) box not receiving the updated service switch.

All attempts to troubleshoot by both TiVo and Cablevision have been futile.

Had a service appointment yesterday but the guy never showed up. Another one scheduled today!

Wouldn't be Cablevision without problems.. *sigh* Good thing I don't watch TV.

Edit: Turns out they had a physical trap on the pole preventing us from getting cable channels above basic. How could they not have record of this? I don't even..


Oh, and is this bad?

Downstream 1 2 609.00 MHz -6.44 dBmV 36.61 dB 256QAM 5361643 10657 67454
Downstream 2 1 603.00 MHz -6.94 dBmV 35.60 dB 256QAM 4065955 9121 62873
Downstream 3 3 615.00 MHz -6.27 dBmV 35.42 dB 256QAM 5202012 9670 61023
Downstream 4 4 621.00 MHz -6.65 dBmV 35.25 dB 256QAM 6507830 10807 63434
Downstream 5 5 627.00 MHz -6.77 dBmV 35.25 dB 256QAM 4512041 9912 65172

Status
System Uptime: 0 d: 0 h: 21 m


Alpacas

@optonline.net
Yea its not to good to have that many uncorrectables. Have you been checking the levels on the modem to see if they swing 12db still? What is the level on the cable box now . Is there any amp in your house? If the signal on the box/tivo remained the same and modem signal changed then you have a issue with that splitter leg or wire or connector.

Sometimes if there is a piece of cable shield braiding touching or near center conductor in connector it can cause signal to short out or levels to fluxuate , it will also give you corr/uncorr.


DAOWAce

join:2006-10-25
Flanders, NJ
reply to DAOWAce

Re: [OOL] Internet having issues after upgrading cable service

My signal levels increased by a large margin.

Downstream 1 2 609.00 MHz 3.83 dBmV 38.26 dB
Downstream 2 1 603.00 MHz 3.78 dBmV 35.97 dB
Downstream 3 3 615.00 MHz 4.00 dBmV 35.78 dB
Downstream 4 4 621.00 MHz 3.81 dBmV 35.78 dB
Downstream 5 5 627.00 MHz 3.66 dBmV 35.78 dB


said by Alpacas :

What is the level on the cable box now . Is there any amp in your house?

Don't know anything about the box's signal as I don't use the TV, no amp on the line.

Bob4
Account deleted

join:2012-07-22
New Jersey
Reviews:
·Optimum Online
reply to Bob4

Re: Internet having issues after upgrading cable service

said by Bob4:

My received power went from +6.75 last night to -6.00 this morning. That's a drop of 12.75 dB overnight.

Last week it jumped by +8.5 dB. So that's from -2 to +7 to -6 dB all in a week.

Cablevision does mess with the power levels significantly. I wish they'd stop!


Power dropped to -7 even though it's relatively cold outside, and the errors are higher than they used to be.



frdrizzt

join:2008-05-03
Ronkonkoma, NY
kudos:3
Reviews:
·Optimum Online
If you have any visible issue with your service (probably QOS related - pixelation, intermittent black screen, loss of audio on phone, slow speeds on OOL, dropped OOL/OV), I'd contact CV. They probably wouldn't change the levels on the CMTS more than twice (a temporary adjustment, and then back), and then adjusting the levels between the node & head end, so I would say your issue is almost definitely something in the field or at the home, and not a person making adjustments. If it's fluctuating that often and you see any issue, there's a problem.

You should reset the counters and see what sort of rate the errors are coming in at (or, write down the base numbers and refresh periodically, but that's more work).


kdshapiro

join:2000-03-29
Eatontown, NJ
Reviews:
·Optimum Online
reply to DAOWAce

Re: [OOL] Internet having issues after upgrading cable service

I have an Arris modem. While we were going digital my uncorrecteds were in the stratosphere.

I used to clear them and then 3 hours later there were 10s of thousands. We could tell when this was happening as the internet would freeze for 30 secs to a minute a time frequently.

Since we went digital I haven't seen even one uncorrected and the correcteds are even very low; all below 100.

So it just may be while areas are in the process of going digital the internet will be a bit dicey.
--
Ken


IllIlIlllIll
EliteData
Premium
join:2003-07-06
Hampton Bays, NY
kudos:7

4 edits
reply to frdrizzt

Re: Internet having issues after upgrading cable service

frdrizzt See Profile,

its my understanding the CMTS unit CV is using "instructs" subscriber modems what US RF power level to operate at, hence why a duplex amplifier installed at the subscribers home where the US RF level is normal, will always provide inaccurate out of specification US RF levels on the diagnostic page of the subscribers modem/cable box.
so, if the US RF level is within spec (without a duplex amp) but the DS RF is out of spec, theres obviously an issue at the CMTS.
additionally, if the CMTS is receiving more than a fixed % of subs reporting "poor signal received", the CMTS will "up" is outgoing RF level by fixed increments until it is "satisfied".

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