Connection speed dropping to almost nothing on a regular basis - Time Warner Internet

#1
This question is about "Connection speed dropping to almost nothing on a regular basis", with Time Warner Cable internet and apps. I'm at the end of my rope and I'm hoping someone here can help me since I am not having any luck with customer support. We recently purchased a home and I was pretty excited to be able to get a 200Mb internet connection package. Unfortunately the connection has been very unstable so the speeds are doing me no good.



I started with an Arris modem router combo and my speeds would drop regularly and I would face regular disconnects. I called Spectrum and was advised that everything looked good on their end (imagine that). I then setup a service call and had a tech come out. He also stated that everything looked good, but went ahead and swapped my gateway out for a Technicolor tc8717t. The cabling in my home was replaced by the previous owner, I have a new line running from the side of the house, directly to where the gateway is connected. The only thing outside was there was some type of amplifier hooked up, that was not needed, and had other lines connected to it that I am not using. The tech took this out and hooked up only the one line that I am using, so there are no splitters or anything else in place.



Since having the new Gateway I am still facing regular drops in speed and sometimes so much that an IP camera will go offline completely. I cannot be 100% that this is the whole connection or just the Wifi but I am sure that it affects both 2.4Ghz and 5Ghz. I only have one PC that is on Etherenet and it doesn't seem to be facing the problem, or we haven't been on it when the problem has happened. I will post my details below and really hope someone can help as I have been through this with ISPs before and it can be very frustrating.



  1. Your location. city, state, zip. Single or multi family complex. --- Louisville, KY 40118 Single Family Home (1000sq ft)
  2. Services you get from TWC --- Internet Only 200Mb
  3. Make and model of modem --- technicolor tc8717t
  4. Make and model of router(s) --- technicolor tc8717t
  5. Firmware level in modem (or, post modem page)
    eMTA & DOCSIS Software Version:01.ED.04.38.00
    Software Image Name:TC8717T-01.ED.04.38.00-180405-S-FF9-D.img
  6. Confirm modem is Online or report otherwise. Login to your twc account and click on troubleshoot. Confirm modem with correct serial/mac has a green dot. ----- Modem is online. Not sure what other information to provide here
  7. What are your purchased speeds? What are results from Spectrum speed test. down, up, ping, jitter?200Mb dl 10Mb ul. ----- Speed test is all over the place depending on if I run in during one of the speed drops. What's weird is sometimes the dl test looks like a roller coaster. It will go up and then start dropping fast, then come back up a bit and flatline.
  8. List symptoms using a wired (not wireless) connection with date and time and any repeating pattern ----- Unable to confirm issue with wired connection and currently looking for some way to automate periodic speed test on our desktop so I can determine if issue is over Ethernet as well
  9. Modem's signal, downstream and upstream, and event log pages. usually accessed at 192.168.100.1 or 192.168.0.1
    Downstream Channel Bonding ValueIndexLock StatusFrequencySNRPowerModulation
    [TABLE]

    1

    2

    3

    4

    5

    6

    7

    8

    9

    10

    11

    12

    13

    14

    15

    16


    Locked

    Locked

    Locked

    Locked

    Locked

    Locked

    Locked

    Locked

    Locked

    Locked

    Locked

    Locked

    Locked

    Locked

    Locked

    Locked


    489 MHz

    459 MHz

    465 MHz

    471 MHz

    483 MHz

    543 MHz

    507 MHz

    513 MHz

    549 MHz

    525 MHz

    531 MHz

    537 MHz

    567 MHz

    573 MHz

    603 MHz

    645 MHz


    40.1 dB

    40.1 dB

    40.2 dB

    40.1 dB

    40.1 dB

    39.5 dB

    39.4 dB

    39.8 dB

    39.5 dB

    39.8 dB

    39.6 dB

    39.6 dB

    39.1 dB

    39.0 dB

    38.6 dB

    38.5 dB


    8.3 dBmV

    8.0 dBmV

    8.1 dBmV

    8.2 dBmV

    8.3 dBmV

    7.9 dBmV

    8.2 dBmV

    8.0 dBmV

    8.0 dBmV

    8.1 dBmV

    7.8 dBmV

    8.0 dBmV

    7.4 dBmV

    7.3 dBmV

    6.6 dBmV

    6.5 dBmV


    256 QAM

    256 QAM

    256 QAM

    256 QAM

    256 QAM

    256 QAM

    256 QAM

    256 QAM

    256 QAM

    256 QAM

    256 QAM

    256 QAM

    256 QAM

    256 QAM

    256 QAM

    256 QAM

    [/TABLE]
    Upstream Channel Bonding ValueIndexLock StatusFrequencySymbol RatePower LevelModulationChannel ID
    [TABLE]

    1

    2

    3

    4


    Locked

    Locked

    Locked

    Locked


    24.2 MHz

    19.4 MHz

    30.6 MHz

    37.0 MHz


    5120 Ksym/sec

    2560 Ksym/sec

    5120 Ksym/sec

    5120 Ksym/sec


    31.7 dBmV

    31.6 dBmV

    33.3 dBmV

    36.8 dBmV


    ATDMA

    TDMA

    ATDMA

    ATDMA


    78

    77

    79

    80

    [/TABLE]
    CM Error Codewords Unerrored CodewordsCorrectable CodewordsUncorrectable Codewords
    [TABLE]

    3530022451

    3528870325

    3528873024

    3528871240

    3385606871

    3385582522

    3528851482

    3528860034

    3385585325

    3528855168

    3528850582

    3528850405

    3385580748

    3385575439

    3385553769

    3528809933


    151609

    151467

    148818

    150481

    149490

    172973

    169511

    161273

    170544

    165856

    170483

    169510

    176240

    180023

    197027

    194251


    747

    326

    384

    439

    702

    1784

    1227

    935

    2485

    1298

    1275

    2271

    4071

    5848

    10571

    17883

    [/TABLE]
    [TABLE]

    Time

    Priority

    Description


    Sun Jan 20 19:29:29 2019

    Critical (3)

    Http login:admin from IP address 192.168.0.20


    Sun Jan 20 19:29:03 2019

    Critical (3)

    Http login:admin failed from IP address 192.168.0.20


    Sun Jan 20 18:59:46 2019

    Critical (3)

    Http login:admin from IP address 192.168.0.20


    Sun Jan 20 18:42:47 2019

    Notice (6)

    WiFi Interface [wl1] set to Channel 36 (Side-Band Channel:N/A) - Reason:INTERFERENCE


    Sun Jan 20 18:42:42 2019

    Notice (6)

    WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE


    Sun Jan 20 18:42:39 2019

    Notice (6)

    WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:7) - Reason:GUI


    Sun Jan 20 15:13:17 2019

    Critical (3)

    Http login:admin from IP address 192.168.0.7


    Sat Jan 19 22:42:32 2019

    Warning (5)

    Dynamic Range Window violation


    Sat Jan 19 22:40:19 2019

    Critical (3)

    16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=d0:b2:c4:40:42:6f;CMTS-MAC=00:01:5c:72:60:4f;CM-QOS=1.1;CM-VER=3.0;


    Sat Jan 19 22:40:19 2019

    Critical (3)

    Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d0:b2:c4:40:42:6f;CMTS-MAC=00:01:5c:72:60:4f;CM-QOS=1.1;CM-VER=3.0;


    Sat Jan 19 22:40:19 2019

    Critical (3)

    Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d0:b2:c4:40:42:6f;CMTS-MAC=00:01:5c:72:60:4f;CM-QOS=1.1;CM-VER=3.0;


    Sat Jan 19 22:40:08 2019

    Critical (3)

    16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=d0:b2:c4:40:42:6f;CMTS-MAC=00:01:5c:72:60:4f;CM-QOS=1.1;CM-VER=3.0;


    Sat Jan 19 22:40:08 2019

    Critical (3)

    Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d0:b2:c4:40:42:6f;CMTS-MAC=00:01:5c:72:60:4f;CM-QOS=1.1;CM-VER=3.0;


    Sat Jan 19 22:40:08 2019

    Critical (3)

    Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d0:b2:c4:40:42:6f;CMTS-MAC=00:01:5c:72:60:4f;CM-QOS=1.1;CM-VER=3.0;


    Sat Jan 19 17:04:14 2019

    Critical (3)

    Http login:admin from IP address 192.168.0.7


    Sat Jan 19 16:59:36 2019

    Critical (3)

    Http login:admin from IP address 192.168.0.7


    Sat Jan 19 16:09:27 2019

    Warning (5)

    TEK Invalid - Invalid Key Sequence Number;CM-MAC=d0:b2:c4:40:42:6f;CMTS-MAC=00:01:5c:72:60:4f;CM-QOS=1.1;CM-VER=3.0;


    Sat Jan 19 15:57:56 2019

    Critical (3)

    Http login:admin from IP address 192.168.0.7


    Sat Jan 19 08:55:29 2019

    Critical (3)

    Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d0:b2:c4:40:42:6f;CMTS-MAC=00:01:5c:72:60:4f;CM-QOS=1.1;CM-VER=3.0;


    Fri Jan 18 20:08:20 2019

    Critical (3)

    Http login:admin from IP address 192.168.0.7


    Fri Jan 18 20:06:04 2019

    Error (4)

    Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=d0:b2:c4:40:42:6f;CMTS-MAC=00:01:5c:72:60:4f;CM-QOS=1.1;CM-VER=3.0;


    Fri Jan 18 20:06:04 2019

    Error (4)

    Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=d0:b2:c4:40:42:6f;CMTS-MAC=00:01:5c:72:60:4f;CM-QOS=1.1;CM-VER=3.0;


    Fri Jan 18 19:25:19 2019

    Notice (6)

    WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE


    Fri Jan 18 19:25:15 2019

    Notice (6)

    WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:7) - Reason:GUI


    Fri Jan 18 19:23:41 2019

    Critical (3)

    Http login:admin from IP address 192.168.0.24

    [/TABLE]
  10. Description of your cable wiring from street and throughout house, include splitters, devices, cable type (rg6, rg59) and age, etc. and specifically the where the modem attaches. ----- New rg6 run from outside directly to my gateway. Cable comes up through floor so no wallplate or anything. No splitters. Only one line connected outside which is the one I use. From outside of house, line runs to telephone pole.
  11. Description of ethernet network from modem’s ethernet port to router(s) and to any additional devices including cable type, e.g., cat5, cat5e, cat6, etc. ----- Gateway is a combo so no connection from modem to router. I have one desktop connected to Ethernet and a SmartThings hub connected to Ethernet.
  12. Any recent or coincident changes or upgrades to your system, or any neighborhood changes. ----- None that I am aware of.
  13. Run pathping (windows command) targeting a site that demonstrates problem, preferably one that is pingable, like rr.com. If pathping is not available as command execute tracert. (Linux command istraceroute)


    Tracing route to rr.com [71.74.180.193]
    over a maximum of 30 hops:
    0 DESKTOP-UR1900I [10.89.10.6]
    1 10.89.10.1
    2 vlan160.as11.nyc1.us.m247.com [194.59.251.129]
    3 * * *
    Computing statistics for 50 seconds...
    Source to Here This Node/Link
    Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
    0 DESKTOP-UR1900I [10.89.10.6]
    0/ 100 = 0% |
    1 137ms 0/ 100 = 0% 0/ 100 = 0% 10.89.10.1
    0/ 100 = 0% |
    2 132ms 0/ 100 = 0% 0/ 100 = 0% vlan160.as11.nyc1.us.m247.com [194.59.251.129]

    Trace complete.

  14. Mention if you only have connection problems while streaming movies/other or playing games. ----- Issue happens with or without streaming movies or playing games
  15. Are any background tasks running that upload or download data automatically, e.g., backup programs, torrent client, file/photo/music sync, auto program/app update, etc.? ----- NO

Connection speed dropping to almost nothing on a regular basis?
 
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