New Cable user. Connection keeps dropping.

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Canadian_Ninja

Reputable
May 18, 2014
4
0
4,510
New Cable user here. Just got it last week, nothing but problems. I don't want to go back to DSL.

Connection drops many times a day. When I unplug the modem it brings the connection back for about an hour or less. I have changed my modem and had a Tech. to my home. He found nothing wrong.

Here are my errors:

Sun May 18 18:28:27 2014:
Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Notice (6) TLV-11 - unrecognized OID;CM-MAC=c4:27:95:74:3b:0b;CMTS-MAC=0...
Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=c4:27:...
Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=c4:27:...
Error (4) Missing BP Configuration Setting TLV Type: 17.7;CM-MAC=c4:27:...
Error (4) Missing BP Configuration Setting TLV Type: 17.6;CM-MAC=c4:27:...
Error (4) Missing BP Configuration Setting TLV Type: 17.5;CM-MAC=c4:27:...
Error (4) Missing BP Configuration Setting TLV Type: 17.4;CM-MAC=c4:27:...
Error (4) Missing BP Configuration Setting TLV Type: 17.3;CM-MAC=c4:27:...
Error (4) Missing BP Configuration Setting TLV Type: 17.2;CM-MAC=c4:27:...
Error (4) Missing BP Configuration Setting TLV Type: 17.1;CM-MAC=c4:27:...

Time Not Established:
Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC...

Sun May 18 18:26:19 2014:
Critical (3) Received Response to Broadcast Maintenance Request, But no Un...

Sun May 18 18:24:41 2014:
Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC S...

Sun May 18 17:59:09 2014:
Critical (3) Received Response to Broadcast Maintenance Request, But no Un...

Sun May 18 17:55:39 2014:
Critical (3) No Ranging Response received - T3 time-out;CM-MAC=c4:27:95:74...
Critical (3) Received Response to Broadcast Maintenance Request, But no Un...

Sun May 18 17:53:51 2014:
Critical (3) Started Unicast Maintenance Ranging - No Response received - ...

Sun May 18 17:53:42 2014:
Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC S...

Sun May 18 17:16:21 2014:
Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC S...

MODEM TECHNICAL DETAILS (Thompson DCM476)

Forward Path:
Channel Frequency Power SNR BER Modulation
1 513.0 MHz 11.9 dBmV 44.6 dB 0.000 % 256 QAM
2 507.0 MHz 11.8 dBmV 44.5 dB 0.000 % 256 QAM
3 519.0 MHz 11.6 dBmV 44.6 dB 0.000 % 256 QAM
4 525.0 MHz 11.4 dBmV 44.6 dB 0.000 % 256 QAM
5 531.0 MHz 11.4 dBmV 44.0 dB 0.000 % 256 QAM
6 537.0 MHz 11.5 dBmV 44.6 dB 0.000 % 256 QAM
7 543.0 MHz 11.1 dBmV 44.0 dB 0.000 % 256 QAM
8 549.0 MHz 10.7 dBmV 43.8 dB 0.000 % 256 QAM

Return Path:
Channel ID Frequency Power Modulation
1 32.0 MHz 40.0 dBmV 64 QAM
2 28.7 MHz 40.0 dBmV 64 QAM
3 25.3 MHz 40.0 dBmV 64 QAM
0 0.0 MHz 0.0 dBmV QPSK


Data Service Details
Provisioned Address: Yes
Provisioned Time: Yes
Provisioned Configuration: Yes
Registered: Yes
BPI: Enabled

Thank you in advance!

- Canadian Ninja
 
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LB23

LB23

Distinguished
Apr 24, 2013
88
1
18,665
looks like your using a DOCSIS 3.0 modem. If you connection speed isnt 100 down your problem is most likely the DOCSIS 3.0. some modems you can set to not use DOCSIS 3.0 and only 2.

In the past I did internet support for a high speed company and found people with this issue using a DOCSIS 3.0 modem was they had the lower speed plans that did not require DOCSIS 3.0. The modem would connect to DOCSIS 3.0 and when the company servers would see that it would cut signal to that modem on DOCSIS 3.0 but the modem wouldnt default back to DOCSIS 2. Most times the modem would have an option to disable DOCSIS 3.0 other times we just had to recommend switching to a DOCSIS 2 modem. If you can change your modem setting or have your isp try one of there modems to be sure.

You say "I have changed my modem and had a Tech. to my home. He found nothing wrong." did the modem not act up then and did the other modem work correct?
 
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C

Canadian_Ninja

Reputable
May 18, 2014
4
0
4,510


The modem was off line when the tech arrived. he tested the lines and modem with his tools. He said everything is showing up good and working.

The old modem was working just as the new is.

My speeds are 20down and 10up.
 
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LB23

LB23

Distinguished
Apr 24, 2013
88
1
18,665
Your speeds are way to low to even bother with a DOCSIS 3 modem you should only have a DOCSIS 2. Are these modems yours you payed for or are they the ones the ISP is providing.
You may get lucky and a firmware update could fix your issue but I'm betting its the DOCSIS 3 being enabled.
 
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C

Canadian_Ninja

Reputable
May 18, 2014
4
0
4,510


The modem was supplied by the ISP.

I checked the latest firmware and my modem is up to date.

If I got a modem like the MOTOROLA SB6121 that is Backward-compatible to DOCSIS 2, would that work?

 
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