Hi,
I see the T3 time-out every 2 hours, which causes a loss of connection. Once the restart has completed and I am reconnected, the connection is stable for another 2 hours. I see the following message in the event log after the modem comes back up:
No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.0;CM-VER=3.0;
I've engaged 3 different support agents via chat:
The first support agent escalated to Tier 2 support, but I was never contacted by them.
The second support agent "changed the modem bootfile and connected me with a more stable server", and while whatever they did mostly smoothed out the latency spikes I have been seeing in PingPlotter, this did not solve the disconnects.
The third support agent suggested to contact the modem manufacturer.
The modem is cabled directly from the wall, no additional splitters. I have made no changes to networking devices or configuration, this just started happening out of the blue from what I can tell (about 6 days ago).
Connection details:
Modem/router is C7000-100NAS
| Startup Procedure |
| Procedure |
Status |
Comment |
| Acquire Downstream Channel |
609000000 Hz |
Locked |
| Connectivity State |
OK |
Operational |
| Boot State |
OK |
Operational |
| Security |
Enabled |
BPI+ |
| IP Provisioning Mode |
Honor MDD |
honorMdd(4) |
|
|
|
| Downstream Bonded Channels |
| Channel |
Lock Status |
Modulation |
Channel ID |
Frequency |
Power |
SNR |
Correctables |
Uncorrectables |
| 1 |
Locked |
QAM256 |
36 |
609000000 Hz |
1.9 dBmV |
38.9 dB |
0 |
0 |
| 2 |
Locked |
QAM256 |
24 |
531000000 Hz |
2.4 dBmV |
38.9 dB |
0 |
0 |
| 3 |
Locked |
QAM256 |
25 |
543000000 Hz |
1.6 dBmV |
38.7 dB |
0 |
0 |
| 4 |
Locked |
QAM256 |
26 |
549000000 Hz |
1.9 dBmV |
38.9 dB |
0 |
0 |
| 5 |
Locked |
QAM256 |
27 |
555000000 Hz |
1.8 dBmV |
38.9 dB |
0 |
0 |
| 6 |
Locked |
QAM256 |
28 |
561000000 Hz |
1.7 dBmV |
38.9 dB |
0 |
0 |
| 7 |
Locked |
QAM256 |
29 |
567000000 Hz |
1.6 dBmV |
38.9 dB |
0 |
0 |
| 8 |
Locked |
QAM256 |
30 |
573000000 Hz |
1.3 dBmV |
38.8 dB |
0 |
0 |
| 9 |
Locked |
QAM256 |
31 |
579000000 Hz |
2.1 dBmV |
39 dB |
0 |
0 |
| 10 |
Locked |
QAM256 |
32 |
585000000 Hz |
2.6 dBmV |
39.1 dB |
0 |
0 |
| 11 |
Locked |
QAM256 |
33 |
591000000 Hz |
1.4 dBmV |
38.9 dB |
0 |
0 |
| 12 |
Locked |
QAM256 |
34 |
597000000 Hz |
2.3 dBmV |
39.1 dB |
0 |
0 |
| 13 |
Locked |
QAM256 |
35 |
603000000 Hz |
2.6 dBmV |
39 dB |
0 |
0 |
| 14 |
Locked |
QAM256 |
37 |
615000000 Hz |
2.1 dBmV |
39 dB |
0 |
0 |
| 15 |
Locked |
QAM256 |
38 |
621000000 Hz |
1.9 dBmV |
39 dB |
0 |
0 |
| 16 |
Locked |
QAM256 |
39 |
627000000 Hz |
1.9 dBmV |
38.9 dB |
0 |
0 |
| 17 |
Locked |
QAM256 |
40 |
633000000 Hz |
2.1 dBmV |
39.8 dB |
0 |
0 |
| 18 |
Locked |
QAM256 |
41 |
639000000 Hz |
1.5 dBmV |
39.5 dB |
0 |
0 |
| 19 |
Locked |
QAM256 |
42 |
645000000 Hz |
0.9 dBmV |
39.4 dB |
0 |
0 |
| 20 |
Locked |
QAM256 |
43 |
651000000 Hz |
1.4 dBmV |
39.4 dB |
0 |
0 |
| 21 |
Locked |
QAM256 |
44 |
657000000 Hz |
0.3 dBmV |
39.3 dB |
0 |
0 |
| 22 |
Locked |
QAM256 |
45 |
663000000 Hz |
-0.6 dBmV |
39 dB |
0 |
0 |
| 23 |
Locked |
QAM256 |
46 |
669000000 Hz |
-0.2 dBmV |
38.6 dB |
0 |
0 |
| 24 |
Locked |
QAM256 |
47 |
675000000 Hz |
-0.8 dBmV |
38.5 dB |
0 |
0 |
|
|
|
| Upstream Bonded Channels |
| Channel |
Lock Status |
US Channel Type |
Channel ID |
Symbol Rate |
Frequency |
Power |
| 1 |
Locked |
ATDMA |
3 |
5120 Ksym/sec |
22800000 Hz |
53 dBmV |
| 2 |
Locked |
ATDMA |
1 |
2560 Ksym/sec |
10400000 Hz |
54 dBmV |
| 3 |
Locked |
ATDMA |
2 |
5120 Ksym/sec |
16400000 Hz |
53.3 dBmV |
| 4 |
Locked |
ATDMA |
4 |
5120 Ksym/sec |
29200000 Hz |
52.3 dBmV |
| 5 |
Locked |
ATDMA |
5 |
5120 Ksym/sec |
35600000 Hz |
52.3 dBmV |
| 6 |
Locked |
ATDMA |
6 |
2560 Ksym/sec |
40400000 Hz |
52.3 dBmV |
| 7 |
Not Locked |
Unknown |
0 |
0 Ksym/sec |
0 Hz |
0.0 dBmV |
| 8 |
Not Locked |
Unknown |
0 |
0 Ksym/sec |
0 Hz |
0.0 dBmV |
|
On some occasions I have seen counts in the hundreds for both correctables and uncorrectables for most of the bonded downstream channels. Just not at the time I am posting this.
Could it be an issue with the modem? Or should I schedule a tech visit? I'm at a loss for what direction to go next. Disconnects every 2 hours is extremely frustrating and disruptive.
No Responses!