Question Modem Constantly Restarts due to Multiple different Errors (CM1200)

[hellosir1456342]

I've called out 7 different tech groups first few were just single people and now there bringing out multiple techs when ever I make a call and this has been happening for about 2 months now. I've switched hardware to a Netgear CM1200 and Netgear Router which is recommended by Sparklight (My ISP). So far these are the errors are either new or similar to my old modem and router setup.

The new errors are:
REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;
DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2.;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;

I'm sure the new errors are due to being a different modem that is way newer (my old modem was from 2014 aka the SB6183 Arris Surfboard)
Although a lot of the errors are similar to the ones I got before like TLV-11, Started Unicast Maintenance Ranging - No Response Received, Missing BP Configuration, etc.

Time Priority Description Sun Jan 01 19:00:00 2023​ Notice (6)​ CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 19:00:00 2023​ Critical (3)​ Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:59:59 2023​ Notice (6)​ CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:59:59 2023​ Notice (6)​ CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:48:27 2023​ Notice (6)​ CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:48:22 2023​ Warning (5)​ REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:48:18 2023​ Notice (6)​ DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2.;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:48:17 2023​ Notice (6)​ TLV-11 - unrecognized OID;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:48:17 2023​ Error (4)​ Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:48:17 2023​ Error (4)​ Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:48:17 2023​ Error (4)​ Missing BP Configuration Setting TLV Type: 17.7;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:48:17 2023​ Error (4)​ Missing BP Configuration Setting TLV Type: 17.6;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:48:17 2023​ Error (4)​ Missing BP Configuration Setting TLV Type: 17.5;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:48:17 2023​ Error (4)​ Missing BP Configuration Setting TLV Type: 17.4;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:48:17 2023​ Error (4)​ Missing BP Configuration Setting TLV Type: 17.3;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:48:17 2023​ Error (4)​ Missing BP Configuration Setting TLV Type: 17.2;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:48:17 2023​ Error (4)​ Missing BP Configuration Setting TLV Type: 17.1;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:48:17 2023​ Warning (5)​ DHCP WARNING - Non-critical field invalid in response ;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:48:14 2023​ Notice (6)​ Honoring MDD; IP provisioning mode = IPv4​ Sun Jan 01 18:48:04 2023​ Critical (3)​ No Ranging Response received - T3 time-out;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:48:04 2023​ Critical (3)​ Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:48:03 2023​ Critical (3)​ No Ranging Response received - T3 time-out;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:48:03 2023​ Critical (3)​ Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:47:34 2023​ Critical (3)​ Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:47:10 2023​ Notice (6)​ CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:46:12 2023​ Notice (6)​ CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:45:47 2023​ Critical (3)​ Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:45:47 2023​ Notice (6)​ CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:45:46 2023​ Critical (3)​ Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:45:30 2023​ Notice (6)​ CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:44:46 2023​ Notice (6)​ CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:43:23 2023​ Notice (6)​ CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:43:09 2023​ Warning (5)​ REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:43:05 2023​ Notice (6)​ DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2.;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:43:04 2023​ Notice (6)​ TLV-11 - unrecognized OID;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:43:04 2023​ Error (4)​ Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:43:04 2023​ Error (4)​ Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:43:04 2023​ Error (4)​ Missing BP Configuration Setting TLV Type: 17.7;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:43:04 2023​ Error (4)​ Missing BP Configuration Setting TLV Type: 17.6;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​ Sun Jan 01 18:43:04 2023​ Error (4)​ Missing BP Configuration Setting TLV Type: 17.5;CM-MAC=c8:9e:43:e7:ae:08;CMTS-MAC=00:17:10:aa:8d:13;CM-QOS=1.1;CM-VER=3.1;​

[TD][/TD]​

They note there is a lot of disconnections but no packet loss for some reason. Also noted a lot of uncorrectables.
I've noticed it only goes down when I'm stressing it like streaming, playing video games, and talking in discord. Basically anything that requires a constant up to date and fast connection will usually make it reboot. The most I can do is text, go on social media, etc.

Below is the cable connection information:

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 23 609000000 Hz -7 dBmV 36.6 dB 563588 219712 2 Locked QAM256 1 477000000 Hz -8.2 dBmV 36.2 dB 462101 212614 3 Locked QAM256 2 483000000 Hz -7.9 dBmV 36.6 dB 555376 276442 4 Locked QAM256 3 489000000 Hz -8 dBmV 36.4 dB 560070 294795 5 Locked QAM256 4 495000000 Hz -8.3 dBmV 36 dB 520901 340358 6 Locked QAM256 5 501000000 Hz -8.2 dBmV 36.1 dB 549395 341035 7 Locked QAM256 6 507000000 Hz -7.7 dBmV 36.5 dB 557724 264814 8 Locked QAM256 7 513000000 Hz -7.4 dBmV 36.7 dB 544604 241135 9 Locked QAM256 8 519000000 Hz -7.7 dBmV 36.3 dB 434768 201082 10 Locked QAM256 9 525000000 Hz -8 dBmV 36 dB 552281 308195 11 Locked QAM256 10 531000000 Hz -7.7 dBmV 36.2 dB 465406 198404 12 Locked QAM256 11 537000000 Hz -7.2 dBmV 36.6 dB 341988 135831 13 Locked QAM256 12 543000000 Hz -7.1 dBmV 36.8 dB 414254 140675 14 Locked QAM256 13 549000000 Hz -7.5 dBmV 36.5 dB 343907 135027 15 Locked QAM256 14 555000000 Hz -7.5 dBmV 36.3 dB 341546 133488 16 Locked QAM256 15 561000000 Hz -7.2 dBmV 36.6 dB 419187 141379 17 Locked QAM256 16 567000000 Hz -6.7 dBmV 37 dB 334769 128262 18 Locked QAM256 17 573000000 Hz -6.7 dBmV 37 dB 333675 125226 19 Locked QAM256 18 579000000 Hz -7.1 dBmV 36.6 dB 334444 124520 20 Locked QAM256 19 585000000 Hz -7.1 dBmV 36.5 dB 325055 119254 21 Locked QAM256 20 591000000 Hz -6.7 dBmV 36.9 dB 321761 114239 22 Locked QAM256 21 597000000 Hz -6.3 dBmV 37.2 dB 317518 112805 23 Locked QAM256 22 603000000 Hz -6.5 dBmV 37 dB 312952 101463 24 Locked QAM256 24 615000000 Hz -6.8 dBmV 36.7 dB 316569 111807 25 Locked QAM256 25 621000000 Hz -6.2 dBmV 37.2 dB 310122 106051 26 Locked QAM256 26 627000000 Hz -6 dBmV 37.4 dB 311419 106315 27 Locked QAM256 27 633000000 Hz -6.6 dBmV 36.8 dB 311586 106742 28 Locked QAM256 28 639000000 Hz -7 dBmV 36.6 dB 308545 103140 29 Locked QAM256 29 645000000 Hz -6.7 dBmV 36.8 dB 308494 103027 30 Locked QAM256 30 651000000 Hz -6.4 dBmV 37.1 dB 299392 98087 31 Locked QAM256 31 657000000 Hz -6.6 dBmV 37 dB 294912 94388 32 Locked QAM256 32 663000000 Hz -7.1 dBmV 36.4 dB 299360 97115

Upstream Bonded Channels

Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 5 5120 Ksym/sec 36000000 Hz 46.8 dBmV 2 Locked ATDMA 6 5120 Ksym/sec 29000000 Hz 46.5 dBmV 3 Locked ATDMA 7 5120 Ksym/sec 22000000 Hz 45.5 dBmV 4 Locked ATDMA 8 2560 Ksym/sec 16000000 Hz 43.8 dBmV 5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 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

Downstream OFDM Channels

Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords 1 Locked 0 ,1 ,2 33 764000000 Hz -7.0 dBmV 34.8 dB 1108 ~ 2987 1811781687 1803497951 1361818 2 Not Locked 0 0 0 Hz 0 dBmV 0.0 dB 0 ~ 4095 0 0 0

Upstream OFDMA Channels

Channel Lock Status Modulation / Profile ID Channel ID Frequency Power 1 Not Locked 0 0 0 Hz 0 dBmV 2 Not Locked 0 0 0 Hz 0 dBmV

I thought I should get a second opinion cause it seems they keep telling me the same thing and nothing else when ever I contact them. They've replaced cables going to my house, cables inside my house, I replaced my own equipment, I've done basically everything I can do and have tried so many different troubleshooting methods. I'm not for sure if I'm ever going to get it fixed unless I can get some insight.

 

[bill001g]

You are getting packet loss that is what uncorrectable errors mean. They may come in big chunks though with it fine at other times. Leave a constant ping run to the ISP first router.
In general you will always see some errors but generally they change so slowly you can't see the numbers change. I am unsure how often the modem updates these numbers anyway but unless the modem has been on for a very long time you should not have that many errors.

The no ranging response messages mean the ISP side is not getting the request or your modem is not getting the answer. In some cases it can be the ISP equipment not responding but more often it is the messages are being damged and discarded.

The configuration setting ones may or may not be a issue. This is part of the setting the ISP send to your modem. It could be a issue with the setting for your account or it can be that the modem want setting the ISP does not support, so that might be normal.

This is one of those thing that a more senior tech at the ISP that can see the messages in the ISP equipment also would help. Most times if the modem is seeing errors the ISP equipment also is.

 

[hellosir1456342]

You are getting packet loss that is what uncorrectable errors mean. They may come in big chunks though with it fine at other times. Leave a constant ping run to the ISP first router.
In general you will always see some errors but generally they change so slowly you can't see the numbers change. I am unsure how often the modem updates these numbers anyway but unless the modem has been on for a very long time you should not have that many errors.

I had a senior tech support talk to me and they said they noticed the drop offs but no packet loss which doesn't sound right at all. This is a very intermittent issue but it seems any type of need to have a constant connection like a video pre-loading, gaming, streaming, etc does this so this gives me a better idea. Most likely their own equipment is failing weirdly enough they don't see any of my neighbors having issues but I don't really trust that.

The no ranging response messages mean the ISP side is not getting the request or your modem is not getting the answer. In some cases it can be the ISP equipment not responding but more often it is the messages are being damged and discarded.

The configuration setting ones may or may not be a issue. This is part of the setting the ISP send to your modem. It could be a issue with the setting for your account or it can be that the modem want setting the ISP does not support, so that might be normal.

This is one of those thing that a more senior tech at the ISP that can see the messages in the ISP equipment also would help. Most times if the modem is seeing errors the ISP equipment also is.

They constantly thought it was my equipment and not theirs so I'm gonna tell them this when they have their "experienced" field tech come out from my local office. I don't know who this is but it might be one of them I met already knowing how many of them I've already met.

 

[Ralston18]

Just some general thoughts:

1) Coax from ISP - correct? Did the ISP also install new coax splitters anywhere they were being used? Splitter being 1 coax cable in and then 2,3, or 4 coax cables going out to serve other devices.

2) Are any unused coax cables, wall jacks, or splitter ports properly terminated? By that I mean with a real terminator cap versus a "dust cap".

FYI:

https://blog.solidsignal.com/tutorials/tip-terminate-unused-ports/

3) Power: Has the electrical socket and/or circuit providing power to the modem and router been tested for electrical issues?

4) You mentioned "house". Are you in a standalone dwelling or location where you can be and are certain that no one else has tapped into or otherwise connected to your ISP services?

5) Many of the error descriptions contain MAC 's. Are you able to match those MACs to specific devices on your network?

c8:9e:43:e7:ae:08 is a NetGear Device - that would be expected . Which one?

00:17:10:aa:8d:13 = Casa Systems, Inc. ???

Source:

https://macvendors.com/

 

[bill001g]

There are so many thing that can cause this. It can be anything from defective equipment to interference from say a neighbors house anyplace nearby. People hooking up moca without filters can cause a lot of problems for example.

The problem is a simple ping command does not generate enough traffic and many times the error only happens when there is load. You might try to download from say steam but limit the download rate to say 1/2 what you pay for. Then run the ping and see if you get packet loss.

What you can do is take the cable modem and plug it directly into the wire where it comes into the house. Best if you can disconnect it from everything else and hook the wire coming into the house directly to just the modem. Since you have replaced the modem this does not leave much in your house that can be the cause it must be the ISP problem. The ISP has to admit there is some kind of issue causing the uncorretable errors. This is not a normal condition. Mine gets maybe 20-30 a total a week on all the channels combined....then again the cable is my backup internet so there is very little traffic.

 

[hellosir1456342]

Just some general thoughts:

1) Coax from ISP - correct? Did the ISP also install new coax splitters anywhere they were being used? Splitter being 1 coax cable in and then 2,3, or 4 coax cables going out to serve other devices.

2) Are any unused coax cables, wall jacks, or splitter ports properly terminated? By that I mean with a real terminator cap versus a "dust cap".

FYI:

https://blog.solidsignal.com/tutorials/tip-terminate-unused-ports/

3) Power: Has the electrical socket and/or circuit providing power to the modem and router been tested for electrical issues?

4) You mentioned "house". Are you in a standalone dwelling or location where you can be and are certain that no one else has tapped into or otherwise connected to your ISP services?

5) Many of the error descriptions contain MAC 's. Are you able to match those MACs to specific devices on your network?

c8:9e:43:e7:ae:08 is a NetGear Device - that would be expected . Which one?

00:17:10:aa:8d:13 = Casa Systems, Inc. ???

Source:

1.) The ISP did install new splitters there is one on a small abandoned building on my property (i'm not sure why they put all the electrical stuff there but yeah isp and electrical goes through that area) and another on my house both contained inside a one of those plastic boxes.
All other coax is only used I believe for tvs in the living room and the bedroom. The rest is done through wifi connection but we are soon leaving cable and going streaming so I need this fixed.

2.) Splitter ports not for sure, unused coax cables not for sure, wall jacks I don't believe there is any extra that aren't being used. I know I have a coaxial cable that is going unused in my room and I believe a few more throughout the house but this only started 2 months after getting my own equipment and is still happening after getting new "recommended" equipment.

3.) No as far as I know the power has not been checked I'll get that checked when they come out today.

4.) Yes I live outside the city but close enough for high speeds since there is an industrial park and a shopping district just a mile away from me. Weird districting lines but I don't believe that's causes a problem.

5.) The first one is the modem, the second one I don't recognize from the looks of it Casa Systems is a distributor for networking connectivity devices for ISPs and cellular networks which would make sense for the ISP using it but not particularly make sense why it's showing up on my end. Could that be the reason for my connectivity issues?

 

[hellosir1456342]

What you can do is take the cable modem and plug it directly into the wire where it comes into the house. Best if you can disconnect it from everything else and hook the wire coming into the house directly to just the modem. Since you have replaced the modem this does not leave much in your house that can be the cause it must be the ISP problem. The ISP has to admit there is some kind of issue causing the uncorretable errors. This is not a normal condition. Mine gets maybe 20-30 a total a week on all the channels combined....then again the cable is my backup internet so there is very little traffic.

Directly where the first splitter/amplifier is? Because that's outside unconnected to my house on this abandoned building (which use to be a house that's around a few feet away from mine and my family owns it.)
Basically it goes from the line on the pole directly across the street to my house then onto the abandoned house through to what I believe is an amplifier or splitter inside a box I don't know (prob a amplifier) then from that to my house to a splitter I believe and then a coax is wrapped around my house to the front wall of my house where the coax cable meets the wall jack where my modem is hooked up to.

There is no power available out there plus I don't believe it would really work in testing if I have such very specific problem that it takes me putting load on it for it to start having problems. I believe it's the Casa System that is not working since it is showing misconfiguration errors. The Casa System is owned by the ISP so I can't fix it even if I try.

 

[bill001g]

A amplifier would need power. Could something simple like a grounding block or maybe a filter that prevents garbage signals from being injected into the ISP network.

Your problem now is you might suspect it is that box but the ISP is saying "everything is good". You now need to find a way to tip it back in your favor showing there is something wrong with their stuff. The goal is to make it as simple as you can.
If you could hook maybe 2 different pc directly to the wire where it comes into your property they would have to admit it was unlikely your problem.

You of course can't just hook up a pc directly to a coax cable but the fewer things like splitters and extra cables involved the better.

You are in effect doing part of the ISP job for them but many times if you want this fixed in a resonable amount of time you have to do the work. And it might actually be as simple as there is some poor connection inside your house. It does not take much for a cable to be loose or there to be something like dirt in a connection.

 

[Ralston18]

Seconding the above.

An amplifier without power - no value added there. Could well be part of the problem(s).

Abandoned building: good question - why install anything there? Lots of critters likely about with nests, chews, and general dirt & mess..... Not good.

Unfortunately you must, as stated by @bill001g, do as much as you can to figure out the infrastructure currently in place. Do so safely: no climbing on roofs, poles, etc.. Use a bright flashlight. Look for hard bends, kinks, pinches, nail/staple damage, corrosion, rodent chews.

If you, for example, find a 2 port splitter, but downstream find three coax wires then there may be another splitter somewhere. Possibly hidden... Maybe a barrel connector somewhere - all corroded and problematic. Look at what is printed on the coax cables. Should be the identical on both ends if visible. Cables often have distance markings. Make note of the markings and the actual distances involved. Maybe the wrong spec cable was installed somewhere. Or some other component.

Look in wall outlets and those plastic boxes. Nice little homes for critters or for moisture to accumulate. Do problems get worse during damp weather. Or there is heat/direct sun somewhere? For the most part, those plastic boxes quickly become a mess of wires and connections overtime. Often worse when no one takes the time and effort to determine what is what or otherwise clean things up. Labling often non-existent or unreadable.

Start with a detailed diagram of all those locations, cables, splitters, etc.. Does not need to be a work of art. Just clear enough to show everything present, where it is, and what it being connnected. Leave nothing unknown. At least make note of something amiss.

As suggested do some testing with as simple and straightforward connections as possible. Find connectivity that works then add in other cables, components, etc.. Determine if, when, where the problems re-appear.

Overall, my thought is that the problem is infrastructure and likely intermittent. Techs fix "something", get a good test result, and leave. In all fairness to the techs they are often under a great deal of pressure to resolve problems. So A is fixed but B gets broken and unoticed until after the tech has left.

Yes: "you have to do the work". Unfortunately that is becoming more common than not nowadays.

 

[drivinfast247]

It's definitely the ISP problem. I had a problem a few years ago whenever temps dropped below freezing. After many, many hours on the phone and my equipment constantly being blamed and many "tech" visits over 3 years they figured it out. The ground near my home would freeze and expand. This would cause improperly "buried" cables to put enormous tension on the node equipment, which in turn would affect my service. I would get millions of correctable and uncorrectable code words and many T3-T4 timeouts and modem restarts.

I recently moved and have the same provider and equipment and the service has been rock solid. I checked the logs the other day and not a single correctable/uncorrectable code word.

tl;dr ISPs don't care and most "techs" are incompetent and also don't care.

 

[hellosir1456342]

Yes: "you have to do the work". Unfortunately that is becoming more common than not nowadays.

Knowing it's a problem with something on their end as in the Casa System infrastructure as listed above I don't think I will be able to access that. I can tell them the MAC address and that it's their problem but overall this seems way out of my knowledge. I'm afraid of breaking something and them pulling some crap like me having to fix it.

About the abandoned building it formerly had power and other things running to it is very sturdy so it makes sense but now it's falling apart and I am considering taking it down it's becoming more and more of an eyesore than a necessary thing. I've been considering tearing it down for some time now and some other buildings that are also abandoned on my property but you know economy and all. This also use to be formerly my grandparents place so I'm basically picking up where they left off around 20 years ago at this point. So I'm basically trying to play catchup but overall I'll try whatever I can but I believe the techs will have to visit my house basically every week till they get it fixed.

 

[hellosir1456342]

It's definitely the ISP problem. I had a problem a few years ago whenever temps dropped below freezing. After many, many hours on the phone and many "tech" visits over 3 years they figured it out. The ground near my home would freeze and expand. This would cause improperly installed cables to put enormous tension on the node equipment, which in turn would affect my service. I would get millions of correctable and uncorrectable code words and many T3-T4 timeouts and modem restarts.

I recently moved and have the same provider and equipment and the service has been rock solid. I checked the logs the other day and not a single correctable/uncorrectable code word.

tl;dr ISPs don't care and most "techs" are incompetent and also don't care.

Yeah only noticed this when it started to get cold aka 2 months ago (going towards 3 now). I've been telling them this but they seem to not understand. They've been messing with the nodes and seem to not understand the problem and I've told them this from the start. I'll make sure to tell them this when they come by today.

 

[Ralston18]

Understood.

Certainly your call.

However, you can "do" alot and learn alot by just taking a closer look all around. No need to directly mess about if you do not wish to do so.

The more you know the better.

Cold. Contractions. No room for flexible wire movement. Condensation/corrosion. Ground movement. Something chewed a hole into to a nice warm nest.....

Intermittent problems result.

Before the tech arrives, make a list of what all has been done and tried. Show the tech about - just an orientation.

Hopefully the tech may be able to spot some error of omission or commission. And have the time to methodically test and fix accordingly.

 

[hellosir1456342]

Understood.

Certainly your call.

However, you can "do" alot and learn alot by just taking a closer look all around. No need to directly mess about if you do not wish to do so.

The more you know the better.

Cold. Contractions. No room for flexible wire movement. Condensation/corrosion. Ground movement. Something chewed a hole into to a nice warm nest.....

Intermittent problems result.

Before the tech arrives, make a list of what all has been done and tried. Show the tech about - just an orientation.

Hopefully the tech may be able to spot some error of omission or commission. And have the time to methodically test and fix accordingly.

I told them everything they've done but they still haven't fixed the problem. I told them possible solutions but it seems like they didn't listen to me.
Can I report them to the FCC cause I'm running out of options.

 

[drivinfast247]

I told them everything they've done but they still haven't fixed the problem. I told them possible solutions but it seems like they didn't listen to me.
Can I report them to the FCC cause I'm running out of options.

Do you have any other ISPs in your area? Can you switch?

 

[hellosir1456342]

Do you have any other ISPs in your area? Can you switch?

They either offer like 40 mbps down 10 up or are satellite which the best satellite in my area is of course starlink which one I can't afford and two I couldn't get my hands on if I tried. The ISP i'm using literally has a monopoly in my area for high speed connection.

 

[drivinfast247]

They either offer like 40 mbps down 10 up or are satellite which the best satellite in my area is of course starlink which one I can't afford and two I couldn't get my hands on if I tried. The ISP i'm using literally has a monopoly in my area for high speed connection.

Same situation, either stable 25mb down/15mb up or sketchy 500/100 for same price.

 

[hellosir1456342]

You are getting packet loss that is what uncorrectable errors mean. They may come in big chunks though with it fine at other times. Leave a constant ping run to the ISP first router.
In general you will always see some errors but generally they change so slowly you can't see the numbers change. I am unsure how often the modem updates these numbers anyway but unless the modem has been on for a very long time you should not have that many errors.

The no ranging response messages mean the ISP side is not getting the request or your modem is not getting the answer. In some cases it can be the ISP equipment not responding but more often it is the messages are being damged and discarded.

The configuration setting ones may or may not be a issue. This is part of the setting the ISP send to your modem. It could be a issue with the setting for your account or it can be that the modem want setting the ISP does not support, so that might be normal.

This is one of those thing that a more senior tech at the ISP that can see the messages in the ISP equipment also would help. Most times if the modem is seeing errors the ISP equipment also is.

Update had them bring out one of their own modems and there was still issues in turn they finally believed me when i was telling them it was a mainline issue only after forcing me to rent out their modem and replacing all wiring coming to the house and the ground wire. I've had no issues since then and I am now using my own equipment again with no issues whatsoever. I sure do enjoy ISP's.

 

[bill001g]

Likely it got escalated to a senior guy. When they have tried everything on their script and still can't fix it then they final call for help. But you know rebooting the pc 10 times always fixes it