Question Oh no! Another spotty connectivity issue with an ISP thread!

tallen234

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Mar 17, 2010
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Hi All,
I'm trying to help my mother in law with her internet and install a mesh network throughout her house. Unfortunately, she has Suddenlink, so it has been a nightmare getting them install her initial modem, she said they came out multiple times and were here for hours. I do not know what they did. When I get involved this week, I noticed that her internet drops at random times and for random lengths of time. I got rid of the rental modem and bought a Motorola MB8611 (3.1 Docsis) and a Deco mesh system. After I installed these devices, I still get the same random drops. Sometimes I can go hours without drops, other times it is a bunch in a couple of minutes. Any Ideas? Thanks Here are my logs from a ping test, my Docsis logs and the signal levels:

[Right now, I just did a speed test and I was 0.11 mbps and 20.8 Mbps]. I think she has 500mbps service]. Then one minute later, I was 147 mbps and 20.74 on the mesh network]

Event Log

Time Priority Description
13:45:41
Tue Jul 5 2022 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2.;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:45:43
Tue Jul 5 2022 Notice (6) CM-STATUS message sent. Event Type Code: 20; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:45:46
Tue Jul 5 2022 Notice (6) CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:45:57
Tue Jul 5 2022 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:45:58
Tue Jul 5 2022 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2.;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:50:00
Tue Jul 5 2022 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:50:00
Tue Jul 5 2022 Warning (5) Dynamic Range Window violation
13:50:00
Tue Jul 5 2022 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:50:00
Tue Jul 5 2022 Warning (5) Dynamic Range Window violation
13:50:00
Tue Jul 5 2022 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:50:00
Tue Jul 5 2022 Warning (5) Dynamic Range Window violation
13:50:00
Tue Jul 5 2022 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:50:00
Tue Jul 5 2022 Warning (5) Dynamic Range Window violation
13:51:32
Tue Jul 5 2022 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:51:32
Tue Jul 5 2022 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:51:32
Tue Jul 5 2022 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:51:32
Tue Jul 5 2022 Notice (6) CM-STATUS message sent. Event Type Code: 7; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:53:50
Tue Jul 5 2022 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:53:50
Tue Jul 5 2022 Critical (3) Ranging Request Retries exhausted;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:53:50
Tue Jul 5 2022 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:55:08
Tue Jul 5 2022 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:55:15
Tue Jul 5 2022 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:55:24
Tue Jul 5 2022 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:55:27
Tue Jul 5 2022 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:55:30
Tue Jul 5 2022 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:55:32
Tue Jul 5 2022 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:55:43
Tue Jul 5 2022 Notice (6) Honoring MDD; IP provisioning mode = APM
13:55:59
Tue Jul 5 2022 Critical (3) DHCP failed - RS sent, no RA received;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:56:02
Tue Jul 5 2022 Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:56:02
Tue Jul 5 2022 Error (4) Primary address failed, secondary active;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:56:03
Tue Jul 5 2022 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2.;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
13:56:32
Tue Jul 5 2022 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2.;CM-MAC=00:40:36:86:21:7d;CMTS-MAC=00:01:5c:9b:a8:55;CM-QOS=1.1;CM-VER=3.1;
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57
Reply from 1.1.1.1: bytes=32 time=37ms TTL=57
Reply from 1.1.1.1: bytes=32 time=37ms TTL=57
Reply from 1.1.1.1: bytes=32 time=38ms TTL=57
Reply from 1.1.1.1: bytes=32 time=37ms TTL=57
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57
Reply from 1.1.1.1: bytes=32 time=37ms TTL=57
Reply from 1.1.1.1: bytes=32 time=37ms TTL=57
Reply from 1.1.1.1: bytes=32 time=37ms TTL=57
Reply from 1.1.1.1: bytes=32 time=37ms TTL=57
Request timed out.
Reply from 1.1.1.1: bytes=32 time=37ms TTL=57
Reply from 1.1.1.1: bytes=32 time=38ms TTL=57
Request timed out.
Reply from 1.1.1.1: bytes=32 time=38ms TTL=57
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Reply from 1.1.1.1: bytes=32 time=35ms TTL=57
Reply from 1.1.1.1: bytes=32 time=20ms TTL=57
Reply from 1.1.1.1: bytes=32 time=31ms TTL=57
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Reply from 1.1.1.1: bytes=32 time=37ms TTL=57
Reply from 1.1.1.1: bytes=32 time=37ms TTL=57
Reply from 1.1.1.1: bytes=32 time=37ms TTL=57
Request timed out.
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Request timed out.
Request timed out.
Reply from 1.1.1.1: bytes=32 time=38ms TTL=57
Request timed out.
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 32 741.0 -4.1 37.9 33 0
2 Locked QAM256 2 561.0 3.3 40.5 0 0
3 Locked QAM256 3 567.0 3.4 40.4 3 0
4 Locked QAM256 4 573.0 3.2 40.2 6 0
5 Locked QAM256 5 579.0 3.1 40.2 7 0
6 Locked QAM256 6 585.0 2.8 40.1 5 0
7 Locked QAM256 7 591.0 2.7 40.1 4 0
8 Locked QAM256 8 597.0 2.5 40.1 3 0
9 Locked QAM256 9 603.0 2.5 40.1 6 0
10 Locked QAM256 10 609.0 2.3 40.2 11 0
11 Locked QAM256 11 615.0 2.2 40.0 12 0
12 Locked QAM256 12 621.0 1.6 39.7 12 0
13 Locked QAM256 13 627.0 0.7 39.3 22 0
14 Locked QAM256 14 633.0 0.4 39.1 28 0
15 Locked QAM256 15 639.0 -0.2 38.8 27 0
16 Locked QAM256 16 645.0 -0.7 38.8 24 0
17 Locked QAM256 17 651.0 -1.4 38.5 52 0
18 Locked QAM256 18 657.0 -2.4 37.8 99 0
19 Locked QAM256 19 663.0 -3.1 37.0 243 0
20 Locked QAM256 20 669.0 -2.4 37.4 575 0
21 Locked QAM256 21 675.0 -1.4 37.5 546 0
22 Locked QAM256 22 681.0 -1.2 38.1 454 0
23 Locked QAM256 23 687.0 -0.9 38.4 493 0
24 Locked QAM256 24 693.0 -1.1 38.3 437 0
25 Locked QAM256 25 699.0 -1.3 38.1 284 0
26 Locked QAM256 26 705.0 -1.5 38.2 158 0
27 Locked QAM256 27 711.0 -2.0 38.0 120 0
28 Locked QAM256 28 717.0 -1.8 38.1 88 0
29 Locked QAM256 29 723.0 -2.4 37.9 76 0
30 Locked QAM256 30 729.0 -2.4 38.0 42 0
31 Locked QAM256 31 735.0 -2.9 38.1 41 0
32 Locked OFDM PLC 33 795.0 -27.6 0.0 689621 592462
Upstream Bonded Channels
Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked SC-QAM 29 5120 37.8 46.0
2 Locked SC-QAM 30 5120 31.0 46.0
3 Locked SC-QAM 31 5120 24.2 45.5
4 Locked SC-QAM 32 5120 17.4 44.8
 
Well it shows you have packet loss which is really bad.

I would always test on ethernet. Wifi and even more so mesh systems get all kinds of strange issue due to interference from neighbors.

Since the ISP is going to try to blame everything else you need to reduce their ability. Blaming wifi is a valid things it tends to fail much more than the actual internet connection.

I would also run tracert 1.1.1.1 and then ping hop 2 which is likely the ISP first router. A ping to the router IP at the same time is beneficial to show them it is not your pc or router causing it. They will try to blame 1.1.1.1 in some cases

You modem levels look ok to me but the ISP knows better.

What is suspect is the no ranging response stuff. That indicates a problem with the ISP equipment. In a way it is a form of ping the modem runs to ensure communication with the ISP equipment. You will from time to time see these. One here or there means nothing. A bunch in a short time means there is a problem. Now at times they may reboot their stuff and you will see happen in the middle of the night but then not happen again.
 

ASK THE COMMUNITY