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Intermittent internet outages

SBa2
New Poster

Intermittent internet outages

Anybody else have issues with intermitted outages that short-duration, but long enough to throw you off zoom calls? I am teaching from home and the past couple of days around 10 AM my internet goes off. Under normal conditions I would not even have noticed the outages, but these micro-interruptions have mega effects.

EG
Expert

Re: Intermittent internet outages

What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?

Is this a WiFi connection ?



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SBa2
New Poster

Re: Intermittent internet outages

This is a SurfBoard cable modem,  feeding a Netgear wifi router. I however use an ethernet.

Model Name: SB6141
Firmware Name: SB_KOMODO-1.0.7.4-SCM00-NOSH
Boot Version: PSPU-Boot(25CLK) 1.0.12.18m3
Hardware Version: 7.0
Serial Number: 374781314328337809020022
Firmware Build Time: Jun 26 2020 18:18:25

 

Funnily, while I am online, the status page says offline:

Cable Modem StatusOffline
Initialize Baseline PrivacyDone

 

Cable Modem Operation Value

Current Time and DateSep 16 2020 10:41:38
System Up Time0 days 1h:15m:29s

 

Current downstram values are:

Downstream Bonding Channel Value

Channel ID29 25 26 27 28 30 31 32 
Frequency627000000 Hz 603000000 Hz 609000000 Hz 615000000 Hz 621000000 Hz 633000000 Hz 639000000 Hz 645000000 Hz 
Signal to Noise Ratio37 dB 37 dB 37 dB 37 dB 37 dB 38 dB 37 dB 38 dB 
Downstream ModulationQAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
-3 dBmV  -2 dBmV  -3 dBmV  -2 dBmV  -2 dBmV  -2 dBmV  -2 dBmV  -2 dBmV  

 

 

Upstream are:

Upstream Bonding Channel Value

Channel ID
Frequency36500000 Hz 17300000 Hz 23700000 Hz 30100000 Hz 
Ranging Service ID10 10 10 10 
Symbol Rate5.120 Msym/sec 5.120 Msym/sec 5.120 Msym/sec 5.120 Msym/sec 
Power Level51 dBmV 50 dBmV 50 dBmV 50 dBmV 
Upstream Modulation[2] QPSK
[1] 32QAM
[3] 64QAM
 
[2] QPSK
[1] 32QAM
[3] 64QAM
 
[2] QPSK
[1] 32QAM
[3] 64QAM
 
[2] QPSK
[1] 32QAM
[3] 64QAM
 
Ranging StatusSuccess T4 TimeOut T4 TimeOut T4 TimeOut 

 

 

The log page says:

Time Priority Code Message

Sep 16 2020 10:45:093-CriticalR04.0Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b8:16:19:2e:74:ff;CMTS-MAC=a0:f8:49:6b:45:cb;CM-QOS=1.1;CM-VER=3.0;
Sep 16 2020 10:45:093-CriticalR05.0Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b8:16:19:2e:74:ff;CMTS-MAC=a0:f8:49:6b:45:cb;CM-QOS=1.1;CM-VER=3.0;
Sep 16 2020 10:44:593-CriticalR04.0Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b8:16:19:2e:74:ff;CMTS-MAC=a0:f8:49:6b:45:cb;CM-QOS=1.1;CM-VER=3.0;
Sep 16 2020 10:44:293-CriticalR05.0Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b8:16:19:2e:74:ff;CMTS-MAC=a0:f8:49:6b:45:cb;CM-QOS=1.1;CM-VER=3.0;
Sep 16 2020 10:44:193-CriticalR04.0Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b8:16:19:2e:74:ff;CMTS-MAC=a0:f8:49:6b:45:cb;CM-QOS=1.1;CM-VER=3.0;
Sep 16 2020 10:44:093-CriticalR05.0Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b8:16:19:2e:74:ff;CMTS-MAC=a0:f8:49:6b:45:cb;CM-QOS=1.1;CM-VER=3.0;
Sep 16 2020 10:43:493-CriticalR04.0Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b8:16:19:2e:74:ff;CMTS-MAC=a0:f8:49:6b:45:cb;CM-QOS=1.1;CM-VER=3.0;
Sep 16 2020 10:43:493-CriticalR05.0Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b8:16:19:2e:74:ff;CMTS-MAC=a0:f8:49:6b:45:cb;CM-QOS=1.1;CM-VER=3.0;
Sep 16 2020 10:43:393-CriticalR04.0Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b8:16:19:2e:74:ff;CMTS-MAC=a0:f8:49:6b:45:cb;CM-QOS=1.1;CM-VER=3.0;
Sep 16 2020 10:43:093-CriticalR05.0Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b8:16:19:2e:74:ff;CMTS-MAC=a0:f8:49:6b:45:cb;CM-QOS=1.1;CM-VER=3.0;
Sep 16 2020 10:42:593-CriticalR04.0Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b8:16:19:2e:74:ff;CMTS-MAC=a0:f8:49:6b:45:cb;CM-QOS=1.1;CM-VER=3.0;
Sep 16 2020 10:42:493-CriticalR05.0Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b8:16:19:2e:74:ff;CMTS-MAC=a0:f8:49:6b:45:cb;CM-QOS=1.1;CM-VER=3.0;
Sep 16 2020 10:42:303-CriticalR04.0Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b8:16:19:2e:74:ff;CMTS-MAC=a0:f8:49:6b:45:cb;CM-QOS=1.1;CM-VER=3.0;
Sep 16 2020 10:42:293-CriticalR05.0Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b8:16:19:2e:74:ff;CMTS-MAC=a0:f8:49:6b:45:cb;CM-QOS=1.1;CM-VER=3.0;
Sep 16 2020 10:42:203-CriticalR04.0Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b8:16:19:2e:74:ff;CMTS-MAC=a0:f8:49:6b:45:cb;CM-QOS=1.1;CM-VER=3.0;
Sep 16 2020 10:41:503-CriticalR05.0Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b8:16:19:2e:74:ff;CMTS-MAC=a0:f8:49:6b:45:cb;CM-QOS=1.1;CM-VER=3.0;
Sep 16 2020 10:41:403-CriticalR04.0Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b8:16:19:2e:74:ff;CMTS-MAC=a0:f8:49:6b:45:cb;CM-QOS=1.1;CM-VER=3.0;
Sep 16 2020 10:41:303-CriticalR05.0Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b8:16:19:2e:74:ff;CMTS-MAC=a0:f8:49:6b:45:cb;CM-QOS=1.1;CM-VER=3.0;
Sep 16 2020 10:41:103-CriticalR04.0Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b8:16:19:2e:74:ff;CMTS-MAC=a0:f8:49:6b:45:cb;CM-QOS=1.1;CM-VER=3.0;
Sep 16 2020 10:41:103-CriticalR05.0Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b8:16:19:2e:74:ff;CMTS-MAC=a0:f8:49:6b:45:cb;CM-QOS=1.1;CM-VER=3.0;

 

 

 

EG
Expert

Re: Intermittent internet outages

The upstream power is too high and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.



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SBa2
New Poster

Re: Intermittent internet outages

OK. Thanks.

EG
Expert

Re: Intermittent internet outages

Quite welcome ! Please post back with how things turn out.



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