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Internet degrades when it is windy and rainy

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Internet degrades when it is windy and rainy

For the last few weeks, my internet was getting worse and worse. It was dropping out for 40 seconds to up to 9 minutes, every hour or so. Unfortunately, I had a dual problem, I think...

1) my modem was bad. I had the infamous Arris SB8200. I replaced it with a Netgear CM1000 and things got much, much better. I had one day of flawless performance.

2)  And then it got windy and rainy, and my error logs filled up with thousands of uncorrectable code words on every channel, plus Dynamic Range Window violations,  T3 time-outs, and CM-STATUS message sent: Event Type Code: 24, 16, and 8.

 

Below are two days worth of status and error logs. What's the best way to attract attention on this issue and get a tech to check things out? I've been a customer for less than a year, and the drop from the street to the house is new with the service, and goes straight into the modem upon entering the house. However, the neighborhood is old and so is the wiring on the street...

 

<tabindex=-1>Startup Procedure</tabindex=-1>
ProcedureStatusComment
Acquire Downstream Channel495000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnableBPI+
IP Provisioning ModeHonor MDDIPv6 only

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>
ChannelLock StatusModulationChannel IDFrequencyPowerSNR / MERUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
1LockedQAM2565495000000 Hz4.8 dBmV41.3 dB146598410619842652
2LockedQAM2561471000000 Hz4.6 dBmV41.3 dB146141372523142581
3LockedQAM2562477000000 Hz4.3 dBmV41.3 dB146141857026302474
4LockedQAM2563483000000 Hz4.5 dBmV41.4 dB146142081719742348
5LockedQAM2564489000000 Hz4.5 dBmV41.4 dB146142879521612337
6LockedQAM2566501000000 Hz4.7 dBmV41.6 dB146142744220732613
7LockedQAM2567507000000 Hz4.7 dBmV41.5 dB146143225818322537
8LockedQAM2568513000000 Hz4.8 dBmV41.6 dB146143610017122524
9LockedQAM2569519000000 Hz4.6 dBmV41.6 dB146146200215302519
10LockedQAM25610525000000 Hz4.5 dBmV41.6 dB146146750517642575
11LockedQAM25611531000000 Hz4.5 dBmV41.6 dB146147059918332572
12LockedQAM25612543000000 Hz4.9 dBmV41.8 dB146147683214552323
13LockedQAM25613555000000 Hz5.0 dBmV42.0 dB146147975514422510
14LockedQAM25614561000000 Hz5.1 dBmV41.9 dB146148891713192398
15LockedQAM25615567000000 Hz5.3 dBmV42.0 dB146149833913422320
16LockedQAM25616573000000 Hz5.2 dBmV42.0 dB146149918813002231
17LockedQAM25617579000000 Hz5.2 dBmV41.9 dB146154675612442527
18LockedQAM25618585000000 Hz5.2 dBmV41.9 dB146155081912972344
19LockedQAM25619591000000 Hz5.3 dBmV41.9 dB146155649910822376
20LockedQAM25633447000000 Hz4.5 dBmV41.4 dB146155586533822493
21LockedQAM25634453000000 Hz4.5 dBmV41.4 dB146155748928622428
22LockedQAM25635459000000 Hz4.6 dBmV41.2 dB146155341824462434
23LockedQAM25636465000000 Hz4.6 dBmV41.3 dB146155695325912528
24LockedQAM25638423000000 Hz4.5 dBmV41.5 dB146152922847262410
25LockedQAM25639429000000 Hz4.6 dBmV41.5 dB146153855240292541
26LockedQAM25640435000000 Hz4.7 dBmV41.5 dB146153958235452441
27LockedQAM25641441000000 Hz4.6 dBmV41.4 dB146154645037692499
28LockedQAM25642399000000 Hz4.4 dBmV41.6 dB146154073085282619
29LockedQAM25643405000000 Hz4.5 dBmV41.2 dB146154589272932638
30LockedQAM25644411000000 Hz4.6 dBmV41.4 dB146155196875392549
31LockedQAM25645417000000 Hz4.5 dBmV41.5 dB146155080467662487
32Not LockedUnknown00 Hz0.0 dBmV0.0 dB000

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
ChannelLock StatusModulationChannel IDFrequencyPower
1LockedATDMA135600000 Hz46.0 dBmV
2LockedATDMA229200000 Hz46.8 dBmV
3LockedATDMA322800000 Hz46.8 dBmV
4LockedATDMA416400000 Hz47.0 dBmV
5LockedATDMA539600000 Hz44.0 dBmV
6Not LockedUnknown00 Hz0.0 dBmV
7Not LockedUnknown00 Hz0.0 dBmV
8Not LockedUnknown00 Hz0.0 dBmV

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>
ChannelLock StatusModulation / Profile IDChannel IDFrequencyPowerSNR / MERActive Subcarrier Number RangeUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
1Locked0, 1, 2, 337722000000 Hz6.8 dBmV40.8 dB1228 ~ 2867126362721211058543151888
2Not Locked000 Hz5.7 dBmV0.0 dB0 ~ 4095000

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
ChannelLock StatusModulation / Profile IDChannel IDFrequencyPower
1Not LockedUnknown00 Hz0 dBmV
2Not LockedUnknown00 Hz0 dBmV

Current System Time: Mon Oct 19 20:25:48 2020
System Up Time: 61:29:15

 

TimePriorityDescription
2020-10-19, 19:53:20Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 19:52:51Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 19:41:32Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 19:40:06Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 19:39:58Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 19:38:47Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 19:38:37Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 19:38:09Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 19:31:30Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 19:30:59Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 19:25:27Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 19:24:35Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 18:49:43Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 18:49:12Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 18:48:38Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 18:48:17Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 18:47:02Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 18:46:13Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 18:45:48Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 18:44:15Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 18:42:15Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 18:41:46Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 18:24:20Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 18:23:49Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 18:22:23Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 18:21:15Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 17:20:06Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 17:07:17Warning (5)Dynamic Range Window violation
2020-10-19, 17:07:17Warning (5)RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 17:05:37Notice (6)CM-STATUS message sent. Event Type Code: 8; Chan ID: 1 2 4 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 17:04:57Critical (3)No Ranging Response received - T3 time-out;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 17:04:53Notice (6)CM-STATUS message sent. Event Type Code: 7; Chan ID: 1 2 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 17:04:51Warning (5)Dynamic Range Window violation
2020-10-19, 17:04:51Warning (5)RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 17:04:51Warning (5)Dynamic Range Window violation
2020-10-19, 17:04:51Warning (5)RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 17:04:51Warning (5)Dynamic Range Window violation
2020-10-19, 17:04:51Warning (5)RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 17:04:40Critical (3)No Ranging Response received - T3 time-out;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;
2020-10-19, 17:04:40Critical (3)16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=44:a5:6e:b7:3c:60;CMTS-MAC=00:01:5c:b3:b2:6a;CM-QOS=1.1;CM-VER=3.1;

 

Finally, here are the outage logs from the connection monitoring software installed when things were bad:

Oct 19 6:04:56 PM 

Network Up. Outage lasted 92 seconds.

7 tests failed during the outage.

 

Oct 19 6:03:23 PM 

Connection Outage Detected

 

Oct 19 1:54:54 PM 

Network Up. Outage lasted 53 seconds.

5 tests failed during the outage.

 

Oct 19 1:54:00 PM 

Connection Outage Detected

 

Oct 18 5:01:40 PM 

Network Up. Outage lasted 36 seconds.

4 tests failed during the outage.

 

Oct 18 5:01:40 PM 

DNS is back online.

 

Oct 18 5:01:04 PM 

DNS Outage Detected - URL Domain Names are not being resolved to IP addresses by the DNS Server your Internet connection is using, but IP address based traffic is still flowing over the connection.  Check your local DNS settings or the DNS server they point to.

 

Oct 17 8:04:19 AM 

Connection Online

 

Oct 17 8:04:19 AM 

Internet Connection Testing Started