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Acer

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Internet Connection Keeps Dropping Out

I have an internet connection that keep dropping out. This happens several times per day.

This problem happened a while ago, probably a month or so ago, and then it went away, but now it is back.

When the internet does stop working, all that is required is a power cycle on the modem, and everything goes back to normal.

We do have very high throughput, about 1.5TB a month. Could this be happening at peak times?

We notice it happens more at night, than during the day.

I have attached our logs from the modem. I noticed at the time of some of the logs is pretty much the exact time we lose connection.



Please help!

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DerrickW

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Hi Acer,

I was able to take a look at the modem signal levels from here, I acquired your MAC address from the info you provided.  I also recommend editing or deleting those screenshot with the modem information on it.  When you lose connection do any of the lights on the modem blink or do they remain the same?  Your signal levels look good but if the connection is intermittent there still may be some noise present.  Are there any splitters connected?

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Acer

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They all stay the same. No splitters.

It does not allow me to edit the original post... where is the edit link?

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EdwardH

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I removed the three screenshots with the modems info. With the signal ranging, are you noticing it act up more at specific times of day or is it random when it happens?
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Acer

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It has lost connection today 3 times.

See my log. What is going on?

TimePriorityCodeMessage
Feb 16 2014 22:04:51 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Feb 16 2014 22:04:51 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:34 5-Warning D04.1 ToD request sent - No Response received;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:22 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Feb 16 2014 21:45:32 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Feb 16 2014 21:45:32 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:27 5-Warning D04.1 ToD request sent - No Response received;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:18 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Feb 16 2014 20:36:26 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Feb 16 2014 20:36:26 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:30 5-Warning D04.1 ToD request sent - No Response received;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:19 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Feb 15 2014 23:45:18 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Feb 15 2014 23:45:18 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:28 5-Warning D04.1 ToD request sent - No Response received;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Feb 15 2014 23:38:31 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;

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Acer

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Last night was absolutely horrendous. Literally every hour we have lost connection.

TimePriorityCodeMessage
Feb 17 2014 06:53:50 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Feb 17 2014 06:53:50 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:19 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Feb 17 2014 05:41:33 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Feb 17 2014 05:41:33 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:29 5-Warning D04.1 ToD request sent - No Response received;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:18 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Feb 17 2014 02:51:33 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Feb 17 2014 02:51:33 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:37 5-Warning D04.1 ToD request sent - No Response received;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:23 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Feb 17 2014 02:13:22 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Feb 17 2014 02:13:22 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:28 5-Warning D04.1 ToD request sent - No Response received;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Feb 16 2014 22:04:51 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;
Feb 16 2014 22:04:51 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:5b:d1:32:ca:53;CMTS-MAC=00:14:f1:e6:f5:bc;CM-QOS=1.1;CM-VER=3.0;

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QOTFMB

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I hate 'me too' posts... but Me Too!

With the recent snowstorms I've been trying to work from home.  I set up an internet monitoring app, and have confirmed that we're up for 20-25 minutes, and down for 4-5 minutes continuously.

On Saturday (2/15), a tech team visited, and blamed the problem on a splitter.  They fixed that but, still no change in the situation.

On Sunday (2/16), a tech visited, and blamed it on the wiring from the pole to the house.  Worked in the cold for over an hour and replaced all wiring.  No change in the situation.

Calls to the Mothership confirm that our signal is awesome and they can't see a problem.  Their only option is to send a Tech.  Unfortunately, as nice as the Techs are, (btw, Customer Service really has been pleasant to deal with)  they're not fixing the problem, and the situation has become intolerable.

Thoughts that the initial problem, which started several weeks ago, might be attributed to the inexpensive modem/router Cox provided.  We purchased a Motorola Surfboard SG6580 hoping a new, bright and shiny would solve the problem.  Nope.

Any additional suggestions would be most welcomed.  

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