Nearly Constant Connectivity Issues - Time Warner Internet

#1
This question is about "Nearly Constant Connectivity Issues", with Time Warner Cable internet and apps. Hello all,



Hoping that someone can point me in the right direction in what I need to do or say to get this issue fixed, as it is very frustrating. So here is the rundown on things:



I have the 1 Gig service. Current modem is a Netgear CM1200 (firmware V1.02.01) with a TP-Link Archer AC5400X router. As far as other equipment related to the internet that I'm aware of, I know that there's a Antronix VoIP Residential Amplifer and a 2 way splitter in the room with the modem to connect with a cable box.



One of the reasons why I upgraded to my own modem was because I was seeing random internet issues, and the Spectrum provided modem does not allow web page access, so I could not see signal levels, logs, etc. As someone who is in IT and has a background in Networking, I like to have at least some kind of visibility into logs, etc so that I can hopefully find and report problems before they get as bad as things are now.



Now that I can see these details, I was able to see that my signal levels were solid and well within range. Downstream levels were between mid 3's and mid 5's dbmv, and upstream was in the high 40's. As of Monday though, everything started getting even worse. I cannot go more than 5-10 minutes without the modem losing connection. I see constant T3 errors in the modem logs as well.



So I call Spectrum support and get a tech visit scheduled for today. Tech comes out, notices it's a customer modem, and immediately brings it up. I mention to him the reason for it, and he proceeds to check the signal levels. Everything looks good, as I mentioned to him as well. We do a factory reset of the modem (which I did previously during my testing, made him aware.), boot it back up, and still see T3 errors. I agree with him that we can reactivate the Spectrum provided modem to see if issues continue.



While he is on the phone with support, support notices that there's a customer owned flag missing or something along those lines. They believe that may be why I was experiencing issues, so they fix that, hook everything back up, and basically say monitor it for issues and if we see anything, try reactivating the Spectrum modem and see if issues continue. Not even 10 minutes after he leaves, issues I see the connection drop.



To test things a little further, I removed the splitter (connected back) being used for the modem and cable box, and although things seemed to be good for a bit, T3 errors were still being shown, then started seeing the connection drop a few hours later. Now, I am going to be calling into do the swap just for testing, but of course, I still will have no insight into logs on the modem side, so I am stuck with constantly watching my router or devices to see the connections drop. As I do not expect this to help any, I would like to see if anyone else had any ideas or things that I can inform Spectrum support to look at.



Not sure if this is part of the problem or just a symptom of it, but running a MTR to google.com, I see significant packet loss on multiple hops:



|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.0.1 - 0 | 103 | 103 | 2 | 5 | 25 | 5 |
| cpe-68-206-160-1.stx.res.rr.com - 18 | 64 | 53 | 10 | 50 | 297 | 111 |
| 24.28.133.137 - 14 | 69 | 60 | 25 | 98 | 534 | 109 |
| agg36.snaptxwm01r.texas.rr.com - 30 | 48 | 34 | 11 | 50 | 297 | 78 |
| agg23.snavtxuu02r.texas.rr.com - 30 | 48 | 34 | 8 | 50 | 298 | 78 |
| agg23.hstqtxl301r.texas.rr.com - 27 | 52 | 38 | 20 | 63 | 316 | 72 |
| 66.109.9.88 - 30 | 48 | 34 | 23 | 65 | 312 | 89 |
| ge-3-1-0.cr1.sea20.tbone.rr.com - 35 | 44 | 29 | 22 | 58 | 306 | 89 |
| 72.14.220.180 - 19 | 60 | 49 | 18 | 55 | 308 | 89 |
| 209.85.246.186 - 32 | 47 | 32 | 20 | 61 | 305 | 62 |
| 72.14.238.215 - 25 | 52 | 39 | 18 | 55 | 292 | 88 |
| dfw25s27-in-f14.1e100.net - 25 | 52 | 39 | 22 | 73 | 369 | 73 |
|________________________________________________|______|______|______|______|______|______



Posting signal levels and logs on next response.

Nearly Constant Connectivity Issues?
 

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