Contributor
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37 Messages
Constant Errors Logged/Internet Instability
Hi there, about a month ago I received snail mail from X saying that my services would be down at 5AM on Wednesday morning for planned maintenance brought on by something like "we have identified a problem in your service area that is causing performance issues". So not once after this maintenance window would my internet service (tv and phone were fine) return without rebooting my modem (sometimes it took several attempts). My setup is all customer owned equipment- Motorola DOCSIS 3.1 modem (for internet; upstairs) and a separate Arris modem that I just used for telephony (in the basement closer to the PoP) and a Netgear R7800 router and four Unifi access points. (I have/had separate modems for data and phone because at the time there was no non-gateway device that was certified that had both functions). And also random times during the week service would drop (usually in the evening) and X would report "No outages in your area".
Yesterday I received another notice of "planned maintenance". Sure enough, service went down shortly after 6AM (based on emails that had made it to my PC). I rebooted around 8AM; still nothing. I had to leave for the day, I contacted X on the app and they were pretty much worthless, saying that they couldn't reach my modem and they scheduled an appointment for the next morning. I finally get home around 9PM to do some troubleshooting. Multiple reboots- no luck. To the data modem to the basement and popped it directly into the coax from the street- still nothing. I'm starting to think that my <data> modem's provisioning had been hosed. I took the Arris "telephony" modem upstairs to where the Motorola had been- that fired up just fine (and even, to my surprise, gave me a data connection, albeit around half my normal speed, which is perfectly normal due to the hardware). Swapping the Motorola back in upstairs- nothing.
I finally unbox the Netgear CM2050v modem I had bought to one day consolidate both modems back into one. I plug it in (upstairs) and go to the X app to activate it. After 4 or 5 attempts it *finally* was recognized and provisioned. And we're up and running! Then I get to wondering if I can somehow use the modem to check out my signal quality. And, if you're on this forum, you probably know that's entirely possible (which I did not). Now looking at my stats, some stuff looks good, others not so much.
Issue #1 is in the logs- 5 to 10 times a minute, I get this cute message couplet:
| Thu Feb 01 19:58:35 2024 | (Critical (3)) | No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| Thu Feb 01 19:58:13 2024 | (Critical (3)) | UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| Upstream Bonded Channels (Partial Service) | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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buckyswider
Contributor
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37 Messages
1 year ago
A few updates:
-last night I did take my modem to the point of entry and connected directly to the cable from the street/pole. I spent about an hour power cycling the modem about 5 or 6 times. Not once did I get any bonded upstream channels (based on the lights on the front of the modem). I did bring it back upstairs and after 3 or 4 more power cycles I was able to obtain one upstream channel just like before. (Not sure if the constant power cycling is warranted or necessary- when the upstream light is blinking, it's supposed to be searching for channels- maybe just leaving it sit would've achieved the same thing?)
-I did notice the last two days (since the Wednesday morning maintenance) that my "location" as identified by some apps is now a town about 10-15 miles away. It was usually my local town or very rarely another neighboring town.
- I went ahead and booked a tech visit this afternoon. I'm not optimistic that anything will come of it, because at this point I don't think it's a physical issue on my side. I'm thinking it's some sort of logical configuration issue that is probably related to the ongoing maintenance activities. Any advice on what more info I can supply the tech so he can relay it to his support contacts?
Thanks.
(p.s. sorry for the duplicate post, but this one was marked as "Private" for some reason, so I resubmitted- but now this one is no longer "Private" somehow...)
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buckyswider
Contributor
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37 Messages
1 year ago
Down hard now, app says "Your home internet is offline due to an outage being fixed in your area". Then I got a direct message saying that my issue will likely be addressed by this maintenance outage and asking if I want to cancel my appointment (which is in 45 minutes). I think I'll keep the appointment then cancel if the service comes back and looks healthy...
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buckyswider
Contributor
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37 Messages
1 year ago
So I guess I should follow up on this. Tech came out, and found a noise filter at the pole which was apparently greatly inhibiting whatever handshake is used to for a modem to lock channels in. He removed it, and that is fine. I did split the line coming in and put a different MOCA noise filter into the downstream half of the splitter that services my TVs (and left the modem line unfiltered). So now I see four upstream channels! (And get ~40Gbs upstream where before I was topping out around 18Gbs).
So the instability in still there though- but once the network comes back up the modem hooks back in right away. What I think was happening before is that whenever the network went down (which was/is fairly frequent) the modem would have a tough time re-connecting due to the noise filter, making the outages seem much longer than they actually were.
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