dslreports logo
site
 
    All Forums Hot Topics Gallery
spc

spacer




how-to block ads


Search Topic:
uniqs
7516
share rss forum feed

Vince

join:2013-01-08

2 edits

[TWC] Possible problem with new Zoom 5341j

First, I'm sorry if this is the wrong forum to post this. There are just too many to choose from! Feel free to move it if needed.

Second, I have Road Runner Turbo (Called Turbo Internet now?)

I recently bought a Zoom 5341j to replace my rental Toshiba modem. The speeds with the new modem seemed great at first, but after a few days I realized there is a problem. The speeds are inconsistent and the modem will even totally drop out for a minute or so at a time. I'm checking the speeds at the Time Warner speed test page:

»speedtest.twrochester.com/speedtest.php

I always use the Albany server, since that is closest to me. After a few checks today I got download speeds ranging from 69 to 39 to low twenties. Over the last couple of days the upload speeds almost never finish. They just keep decreasing down to near zero. When they do finish they range from 1.89 to low 1's. I used to always get 1.9x. There is one game I play online where I would get steady pings that varied on server location, but were always steady. Now the ping bounces all over the place durning a game and occasionally hits 999ms for a long enough time that I get kicked from the game.

So my question is do I have a bad modem? That would be my first guess since this started when I hooked up the new one. I wanted to check with the experts to make sure though!

Here is some info from the modem:

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 561000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 4 561000000 Hz -3.7 dBmV 42.0 dBmV 0 0
2 Locked QAM256 1 537000000 Hz -3.8 dBmV 41.4 dBmV 0 0
3 Locked QAM256 2 543000000 Hz -3.8 dBmV 41.9 dBmV 0 0
4 Locked QAM256 3 555000000 Hz -3.7 dBmV 42.0 dBmV 0 0
5 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dBmV 0 0
6 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dBmV 0 0
7 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dBmV 0 0
8 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dBmV 0 0

Total Correctables Total Uncorrectables
0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 6 5120 Ksym/sec 23800000 Hz 44.5 dBmV
2 Locked TDMA 5 2560 Ksym/sec 19000000 Hz 45.0 dBmV
3 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
4 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

These were taken right after I reset it. Before I did that the correctables/uncorrectables were all in the four digits.

edit: I forgot to mention that I have tried bypassing my router by connecting directly to the modem. I have also tried a different Ethernet cable and have also connected the modem directly to eh feed coming from the pole. This eliminates the possibility of a bad splitter or a bad coax cable in the house. I also had the feed from the pole to the house replace a year or two ago because there was a problem with the tap at the pole and when they repaired it they replaced the whole line because the old one was, well, old and a pretty small gauge.

hotshot187

join:2008-04-07
Webster, NY
kudos:1
What do your download speeds look like. Your signal levels look good. Are you getting errors in your logs??

Vince

join:2013-01-08

2 edits
Event log:

Time Priority Description
Tue Jan 08 17:54:40 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=00:1c:...
Tue Jan 08 17:54:40 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=00:1c:...
Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC...
Tue Jan 08 17:52:54 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=00:1c:...
Tue Jan 08 17:52:54 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=00:1c:...
Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC...
Sun Jan 06 16:19:43 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=00:1c:...
Sun Jan 06 16:19:43 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=00:1c:...
Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC...
Sun Jan 06 15:51:13 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=00:1c:...
Sun Jan 06 15:51:13 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=00:1c:...
Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC...
Sun Jan 06 15:43:04 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sun Jan 06 15:43:02 2013 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Sun Jan 06 15:43:02 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sun Jan 06 15:42:49 2013 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Sun Jan 06 15:42:49 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sun Jan 06 15:42:45 2013 Warning (5) MDD message timeout;CM-MAC=00:1c:7b:e4:4a:5d;CMTS-MAC=00:01:5...
Sun Jan 06 15:42:45 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sun Jan 06 15:42:39 2013 Warning (5) MDD message timeout;CM-MAC=00:1c:7b:e4:4a:5d;CMTS-MAC=00:01:5...
Sun Jan 06 15:42:39 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sun Jan 06 15:36:16 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=00:1c:...
Sun Jan 06 15:36:16 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=00:1c:...
Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC...
Sun Jan 06 15:31:19 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=00:1c:...
Sun Jan 06 15:31:19 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=00:1c:...
Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC...
Sat Jan 05 11:17:11 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=00:1c:...
Sat Jan 05 11:17:11 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=00:1c:...
Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC...
Thu Jan 03 22:46:01 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=00:1c:...
Thu Jan 03 22:46:01 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=00:1c:...

The download speeds bounce around. from low 20's/high teens all the way up to 60's.

edit: I just ran 3 speed tests:

Down Up Ping
23.24 0.15 31ms
25.41 0.98 40ms
21.26 1.06 59ms

About an hour later:

33.79 upload didn't complete 38ms
25.06 upload didn't complete 32ms
36.76 1.04 33ms

scififan68

join:2010-10-02
Fremont, NE
Reviews:
·Time Warner Cable

2 edits
I get errors similar to those, although my internet speed is great, 30.5Mbps/5Mbps and it works fine until it tries to send a dhcp request(2-4days), it disconnects for like 30 seconds and so far as done so twice. They put my modem under monitor and this one so far beats the SB6141 on my line. I've had some weirdness with SB6141's as well, so I doubt my modem is bad, now yours could be, but I'm not sure TWC even has the right codes for the modem to work correctly in the first place, thus shows those BP+ errors. You have some T3's unlike me, although your signal is good, hmm. My speeds: »www.speedtest.net/result/2423309144.png

log:
Sat Jan 05 22:37:14 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=00:1c:...
Sat Jan 05 22:37:14 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=00:1c:...
Sat Jan 05 22:37:14 2013 Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC...
Sat Jan 05 22:37:01 2013 Error (4) DHCP RENEW sent - No response for IPv4;CM-MAC=00:1c:xx:xx:xx:...
Sat Jan 05 22:37:01 2013 Critical (3) DHCP RENEW FAILED - Critical field invalid in response
Wed Jan 02 10:37:08 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=00:1c:...
Wed Jan 02 10:37:08 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=00:1c:...
Wed Jan 02 10:37:08 2013 Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC...
Wed Jan 02 10:36:55 2013 Error (4) DHCP RENEW sent - No response for IPv4;CM-MAC=00:1c:xx:xx:xx:...
Wed Jan 02 10:36:55 2013 Critical (3) DHCP RENEW FAILED - Critical field invalid in response

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 4 741000000 Hz 7.6 dBmV 41.1 dBmV 0 0
2 Locked QAM256 1 723000000 Hz 7.1 dBmV 40.9 dBmV 12 0
3 Locked QAM256 2 729000000 Hz 7.5 dBmV 41.2 dBmV 1 0
4 Locked QAM256 3 735000000 Hz 7.4 dBmV 40.9 dBmV 0 0
5 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dBmV 0 0
6 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dBmV 0 0
7 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dBmV 0 0
8 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dBmV 0 0

Total Correctables Total Uncorrectables
13 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked TDMA and ATDMA 9 2560 Ksym/sec 32000000 Hz 42.3 dBmV
2 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
3 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
4 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

Vince

join:2013-01-08
Anyone else have any thoughts on what it could be? Could it be that TWC doesn't have the right codes like scififan mentioned?

Here are my speeds tonight:

33.18 upload didn't complete 39ms
34.24 1.03 32ms
33.08 1.03 42ms

This show the correctables/uncorrectables after the modem being reset around 24hrs ago:

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 561000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 4 561000000 Hz -4.5 dBmV 41.6 dBmV 2320 4545
2 Locked QAM256 1 537000000 Hz -4.6 dBmV 41.2 dBmV 2218 5263
3 Locked QAM256 2 543000000 Hz -4.4 dBmV 41.3 dBmV 2629 6265
4 Locked QAM256 3 555000000 Hz -4.2 dBmV 41.8 dBmV 2479 5286
5 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dBmV 0 0
6 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dBmV 0 0
7 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dBmV 0 0
8 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dBmV 0 0

Total Correctables Total Uncorrectables
9646 21359

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 6 5120 Ksym/sec 23800000 Hz 44.5 dBmV
2 Locked TDMA 5 2560 Ksym/sec 19000000 Hz 45.0 dBmV
3 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
4 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

Here's the latest event log:

Time Priority Description
Wed Jan 09 17:05:01 2013 Critical (3) REG RSP not received;CM-MAC=00:1c:7b:e4:4a:5d;CMTS-MAC=00:01:...
Wed Jan 09 17:04:56 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=00:1c:...
Wed Jan 09 17:04:56 2013 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=00:1c:...
Wed Jan 09 17:04:56 2013 Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC...
Wed Jan 09 17:04:46 2013 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:1c:7b:e4...
Wed Jan 09 17:04:32 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Wed Jan 09 17:04:26 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Wed Jan 09 17:04:24 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Wed Jan 09 17:04:24 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Wed Jan 09 17:04:21 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Wed Jan 09 17:04:19 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Wed Jan 09 17:04:17 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Wed Jan 09 17:04:14 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Wed Jan 09 17:04:13 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Wed Jan 09 17:03:36 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Wed Jan 09 17:03:05 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Wed Jan 09 17:03:03 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Wed Jan 09 17:02:45 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Wed Jan 09 17:02:36 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Wed Jan 09 17:01:40 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Wed Jan 09 17:01:30 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Wed Jan 09 17:01:18 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Wed Jan 09 17:01:12 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Wed Jan 09 17:01:06 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Wed Jan 09 17:01:04 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Wed Jan 09 17:01:02 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Wed Jan 09 17:00:46 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Wed Jan 09 17:00:46 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Wed Jan 09 17:00:25 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Wed Jan 09 16:59:59 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Wed Jan 09 16:59:54 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Wed Jan 09 16:59:52 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...


jimk
Premium
join:2006-04-15
Raleigh, NC
Reviews:
·Time Warner Cable
reply to Vince
Your upstream power level looks good, but there could be noise or some other issue causing problems which could only be seen at the CMTS (on Time Warner's side).

Have you tried calling support? You may have to demand for your case to be escalated if the first level of support can't help, but it makes sense to see if they can see anything on their side before you spend too much of your time on this.

One observation... you have upstream channel bonding, which is something you did not have on your old Toshiba modem. That is a factor other than the modem that is different and could be somehow contributing to your issues.

This modem has proven to be pretty reliable overall for many service providers in many areas. There's always the chance that you have a bad one, but I think it is unlikely.

Tundra

join:2013-01-10
Norfolk, VA
reply to Vince
I'd get rid of the modem just because it is a Zoom. Might not cause you problems, but I've seen a lot of them emiting 5 spikes anywhere from 5-30 MHz and cause problems for others.

What speeds are you supposed to have?

Vince

join:2013-01-08
reply to Vince
jimk - I haven't called support yet. I Wanted to get some input from everyone here before I did that. That and I dread having to talk to those people.

Tundra - I believe the speeds are marketed as 20/1. It's not really the speed that is the problem it's how unstable it seems to be along wit the large fluctuations in lag when gaming and the occasional drop out.

scififan68

join:2010-10-02
Fremont, NE
Reviews:
·Time Warner Cable
As jimk pointed out you have upstream bonding, with an ATDMA 5120 wide upstream channel even which needs an SNR of 30 or else it could cause random dropouts or other issues. The only way to read that SNR of the upstream channels are at the CMTS and even then its an average. Ever ask to talk to Tier 3? Although they can only do so much they are far better then Roadrunner National Help Desk, which on occasional has made me say ugh.

Vince

join:2013-01-08
reply to Vince
I figured I would give the TWC online chat support a try, but of course it was a waste of time. He couldn't access the head end to give me the upstream SNR numbers. He tried the standard "let me send a refresh signal to your modem". That didn't do anything. I kind of lost faith when he told me to keep the chat window open while I rebooted my PC. One thing he did have me try that I hadn't though of was to disable the antivirus and malware software. While this didn't solve teh unstable ping problem, it did seem to increase my DL speeds. It didn't help with the UL speed though. Here are my numbers with them disabled:

51.97 .15 27ms
57.48 .97 24ms
44.59 .96 35ms

If I feel like being tortured this weekend I'll give the local number a call and see what they have to say.


jimk
Premium
join:2006-04-15
Raleigh, NC
Reviews:
·Time Warner Cable
said by Vince:

I figured I would give the TWC online chat support a try, but of course it was a waste of time. He couldn't access the head end to give me the upstream SNR numbers. He tried the standard "let me send a refresh signal to your modem". That didn't do anything. I kind of lost faith when he told me to keep the chat window open while I rebooted my PC. One thing he did have me try that I hadn't though of was to disable the antivirus and malware software. While this didn't solve teh unstable ping problem, it did seem to increase my DL speeds. It didn't help with the UL speed though. Here are my numbers with them disabled:

51.97 .15 27ms
57.48 .97 24ms
44.59 .96 35ms

If I feel like being tortured this weekend I'll give the local number a call and see what they have to say.

You need tier 3 support. Everyone else will just tell you to reboot the modem until you get annoyed and hang up. You might still have to go through the initial troubleshooting before they will transfer you. Some reps refuse to transfer in which case you may have to call back to talk to someone else.

There is most likely a signal issue on the upstream that you can't see. The only upstream info you can see is what power level your modem is running at, which is one of many factors that can impact your connection.

Vince

join:2013-01-08
reply to Vince
I gave them a call today and after a while I eventually got to a level 3 tech. He said that everything looked good on their end. In fact he said I had some of the best levels and SNR's he had ever seen. He said it is most likely the modem and I should get a new one. I asked what he thought about me trying one of their modems before going through the hassle of exchanging mine and he said it was a good idea and even gave me a $4 credit which covers their rental fee for a month. The office was closed by the time I got there so I will swing by Monday and pick one up.

Vince

join:2013-01-08
reply to Vince
I stopped and picked up a modem from TWC today. They gave me a Ubee u10c018.80. I just got it hooked up and even though the DL speeds seem slightly lower(could just be a lot of traffic right now), the UL speed seems much better and more consistent. Now my question is: Is my Zoom modem definitely bad or could it still be an issue with the upstream connections? The Ubee is only DOCSIS 2.0 while the Zoom is 3.0.


jimk
Premium
join:2006-04-15
Raleigh, NC
Reviews:
·Time Warner Cable
said by Vince:

I stopped and picked up a modem from TWC today. They gave me a Ubee u10c018.80. I just got it hooked up and even though the DL speeds seem slightly lower(could just be a lot of traffic right now), the UL speed seems much better and more consistent. Now my question is: Is my Zoom modem definitely bad or could it still be an issue with the upstream connections? The Ubee is only DOCSIS 2.0 while the Zoom is 3.0.

It could still be an issue that only impacts DOCSIS 3.0 modems. Therefore you really need to see if they will give you a DOCIS 3.0 modem to test with. Anything else isn't comparing apples to apples.

Vince

join:2013-01-08
That's what I was thinking. I didn't know it was only 2.0 until I got home. I didn't think to ask because I just assumed they would only be using 3.0 modems now.

Vince

join:2013-01-08
reply to Vince
Still having issues with the connection dropping out while gaming. I'm going to call them again tomorrow to see what they say. I have a feeling they'll want to send a tech.

Vince

join:2013-01-08
Talked to a level 3 guy again. He said everything looks good and there was nothing they could do. I hung up on him. Maybe I'll see if the TWC office can give me a 3.0 modem tomorrow. Not sure what else to try.


hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
kudos:11
"Talked to a level 3 guy again. He said everything looks good and there was nothing they could do. I hung up on him."

Nice.

Hob
--
"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson

Vince

join:2013-01-08
I didn't hang up in the middle of the call. I hung up as he was about to go in to the "thanks, is there anything else I can do, blah blah blah...".

scififan68

join:2010-10-02
Fremont, NE
Reviews:
·Time Warner Cable
In my case, they need to have an engineer look at the codes for this modem, because something isn't kosher with their system and this modem. A temporary solution would indeed to get a different modem and see if the disconnections go away. Now tier 3 can only do so much, for my issue they are now monitoring it to look for patterns in the drops when it sends a DHCP request then fails disconnecting us for like 10-30seconds every ~2.5days. You can have great signal and have a modem that is not configured correctly, but it takes so long for them realize the error. My recommendation would be to get a $4 dollar credit for a month and try one of their Docsis 3 modems and see if the problem goes away.


jimk
Premium
join:2006-04-15
Raleigh, NC
Reviews:
·Time Warner Cable

1 edit
said by scififan68:

In my case, they need to have an engineer look at the codes for this modem, because something isn't kosher with their system and this modem. A temporary solution would indeed to get a different modem and see if the disconnections go away. Now tier 3 can only do so much, for my issue they are now monitoring it to look for patterns in the drops when it sends a DHCP request then fails disconnecting us for like 10-30seconds every ~2.5days. You can have great signal and have a modem that is not configured correctly, but it takes so long for them realize the error. My recommendation would be to get a $4 dollar credit for a month and try one of their Docsis 3 modems and see if the problem goes away.

How did you get anyone to bother looking at the issue where the connection drops every 2.5 days after the DHCP failure? I have the same issue, and they don't seem to be interested in helping me.

This isn't the worst issue I have seen with a cable modem... it is certainly annoying, but at least it doesn't completely hang and require a power cycle to restore service.

I have also found an unrelated firmware bug on version 5.5.4.4J (patched in 5.5.4.9J). I'd rather not disclose the nature of the bug on a public forum. Time Warner Cable refuses to push the update, insisting that customers can install it themselves (which is not true), and that Time Warner Cable never updates the firmware of customer owned modems. This makes me wonder why they even bother with an approved device list. Firmware updates on cable modems are rare, but sometimes necessary.

I have spoken to tier 3 multiple times.

scififan68

join:2010-10-02
Fremont, NE
Reviews:
·Time Warner Cable

1 edit
Actually my I've had three customer owned modems, my first SB6141(unused) acts like its overloaded or overheated randomly while speedtests show fine, my 2nd SB6141(returned) had odd disconnects with large jumps in codeword errors. This Zoom works so much better. Also they aren't monitoring it for the dhcp error thing, I was told the downstream crashes, while it adds it to the upstream. That's what Tier 3 told me the last time I talked to them. So the guy put my modem on a monitor, and that someone would get back to me if they saw a pattern. I know they can't read the correctable/uncorrectable errors on the Zoom, so they may not even be able see the snmp log. I'm just sick of bugs and just want a modem I can leave on and have it stay up without a dhcp failure or any funniness.


jimk
Premium
join:2006-04-15
Raleigh, NC
Reviews:
·Time Warner Cable
said by scififan68:

I know they can't read the correctable/uncorrectable errors on the Zoom, so they may not even be able see the snmp log. I'm just sick of bugs and just want a modem I can leave on and have it stay up without a dhcp failure or any funniness.

I think they can see the SNMP log... the most helpful tech that I talked to said he saw the same errors I was talking about.

Regarding getting a stable modem, I think that might never happen. Every modem has an occasional firmware bug... usually they don't impact everyone (sometimes they only impact people on one brand and model of CMTS).

TWC's outright refusal to even consider updating firmware on customer owned modems means it will always be luck of the draw... if you buy a modem with perfect firmware, you will be OK... unless TWC makes network changes that expose a bug. In that case, be ready for the run-around, with the fix being to buy a different modem and hope for the best.

This also shows that the own your own modem program exists purely to get people to stop complaining about the fee, and that they don't take it seriously and don't intend to support modems on the list of approved customer owned devices.

I just wish we could apply our own firmware updates. I have never seen a cable modem that intentionally allowed this, most likely due to security reasons (for example, they wouldn't want someone loading custom firmware that ignores parts of the config file that is sent on startup).

Going back to a rented modem isn't a solution either. I didn't buy my modem just because of the fee, I bought it because I don't want to be stuck with whatever random beat up used modem they feel like providing on any given day, especially since some of the DOCSIS 3 gateways are a bit of a PITA to deal with in bridge mode (I'm thinking specifically of the Motorola SBG6580). I just want a plain modem, no router, no wireless, just a bridge. My pfSense router beats the hell out of any integrated cable modem gateway product.

Vince

join:2013-01-08
reply to Vince
So I'm thinking I should just get a new modem. DO I take a chance with another Zoom or go with a SB6121 or SB6141?


jimk
Premium
join:2006-04-15
Raleigh, NC
Reviews:
·Time Warner Cable
said by Vince:

So I'm thinking I should just get a new modem. DO I take a chance with another Zoom or go with a SB6121 or SB6141?

I still think the Zoom 5341J is a good modem overall, but since you have already tried one and have had major issues, it would make sense to try a Motorola SB6141 or SB6121 instead.


jimk
Premium
join:2006-04-15
Raleigh, NC

3 edits
reply to scififan68
This post contained information about a possible fix for the DHCP error and connection drops, but it turned out not to true. Therefore, I have removed the contents.

Vince

join:2013-01-08
reply to jimk
Is MoCA support the only difference between the two?


jimk
Premium
join:2006-04-15
Raleigh, NC
Reviews:
·Time Warner Cable
said by Vince:

Is MoCA support the only difference between the two?

Motorola SB6141: DOCSIS 3.0 8x4
Motorola SB6121: DOCSIS 3.0 4x4

I believe both have a MoCA filter built in. These modems are based off a different chipset than the Zoom 5341J.

Vince

join:2013-01-08
Got it. Thanks.

I'll probably go with the 41 to be more "future proof". It's only ten bucks more.

Vince

join:2013-01-08
reply to Vince
I just got the new SB6141 up and running. Here are my speeds now:

33.54 1.96 44ms
36.91 1.95 17ms
35.84 1.96 17ms

So far so good, but only time will tell.