US Cable Support > OptimumOnline > [OOL] Internet keeps dying, tech sprt says everything is fine

[OOL] Internet keeps dying, tech sprt says everything is fine

Re: [OOL] Internet keeps dying, tech sprt says everything is fin

my name and or email are not listed, i believe you are speaking about the author of the docsdiag tool - robin walker..

reply to jacobk
Just guessing here, but it looks like this could cause a hiccup.

quote:

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2012-01-29,13:16:39 Dynamic Channel Change of Downstream Requested - Setting tuner to 627.0MHz
...
2012-01-29,13:17:01 UCD invalid or channel unusable
2012-01-29,13:17:01 DCC aborted unable to communicate on new upstream channel

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also, we have boost, i think i read on some other posts here about there being separate frequencies for the different levels of service

reply to jacobk
T3 errors prolly from low cnr on node from other houses with wiring issues on your node or from your house.

reply to jacobk
Since you have Boost ask for a D3 modem. It may solve the problems since most seem due to Dynamic Channel Changes.

It shows some timeouts & a change of downstream frequency. The change of frequency could mean that ingress or tremendous bandwidth usage on the previous downstream frequency caused you to jump to another frequency. I don't believe it requires a reboot to change frequencies. Your upstream/transmit power is borderline problematic (54dB is the threshold), so something that may cause fluctuation in your levels may be causing some of your problems. Have you either tried replacing/removing splitters, or had a tech come out to troubleshoot at your home?

A DOCSIS 3 modem may help download speeds, since you appear to have 5 channels transmitting in your area (since you have 627 MHz available, the other 4 would be 687, 609, 615, 621). I'd recommend having at least 1 tech out to troubleshoot and determine if there is anything they can pinpoint either on-site or off-site for OSP to resolve before trying to get a docsis 3 modem as it could make whatever problem is kicking you offline worse than it currently is.

The initial information shows good signals and an initial downstream of 609MHz which would be the normal boost channel.

reply to frdrizzt
No matter how you look at it problem is on there end.
No need for service call, OSP issue, opening statement from jacobk: OOL tech support has told me over 4 phone calls that all of my modems signals are fine, that just not right 4 different times/ different person each time, proof is right there in his log.
Jacobk click on link provided :
»ntrg.cs.tcd.ie/undergrad/4ba2.01···scis.pdf
You'll get a better understanding.

What does that link have to do with his problem? If you want to point to a 200+ page link, you should single out a relevant point/section for someone to focus on, rather than say "read this document about DOCSIS".

Do you not understand that an in-home technician visit can also fix a Cablevision problem, as some Cablevision problems happen between the Tap and the Modem? Have I said anything in my post that contradicted information in his post? Am I incorrect in stating that his transmit level that is reported in the log segment shown is close to the threshold of being a problem? Do you think that I am stating it has to be his signal levels? I know you have the mentality of "it is not going to fix itself so I'll just bitch on DSL Reports when I have problems here rather than have CV try to fix it now because they can't", but not every problem is necessarily an OSP problem. However, if he contacts tech support (like he has multiple times) and their tool can't find an OSP related problem, I would recommend having a tech to the house, since he has not stated that as a fix, because unlike you, I don't believe that just letting a problem keep occurring without any proposed solution (or at the least, a "next step" to take) is an acceptable way to handle a service issue. Just because he has called 4 times does not mean there has been even one service call, and therefore it does not mean that the problem has to be OSP related. And if it turns out to be OSP, and he hasn't had a tech to the home for a while, they may be able to address any in-home issues that have popped up over the past months/years since a visit. If they determine a problem is off-site & OSP needs to roll, they wouldn't charge him for a visit. And if they can't find a definite OSP problem when contacting CV, then good luck getting them to roll OSP without any remotely recent tech in the home.

MrNunya: what you're saying here, and referring to here is COMPLETELY IRRELEVANT in this context. What frdrizzt said: throwing a 200-page document into the discussion is sabotage of the discussion, and not helping.
Quoting signal levels out of it later is STILL IRRELEVANT, as the signal strength is clearly not the issue here.

If you *actually* understood DOCSIS and the ranging process, rather than burying us under words, you'd have noticed a few things: Do you honestly want to make us believe that know what you're talking about here?

The T3 errors occur right after an attempted dynamic channel change, not independently. The log clearly indicates that it doesn't have a last-known upstream power level cached, so it has to TRY: +20dBmV ? Nope, not loud enough, CMTS didn't hear me: T3 timeout. +30dBmV? Nope, not loud enough, CMTS didn't hear me: T3 timeout, and so forth.
In real modem code implementations, it doesn't go in incremental 10dB steps, and different manufacturers implement different strategies, including random power levels and non-linear schemes.
In this case, it seems to take 4 tries to get near the right power level (+52dBmV): once the CMTS hears the modem, it'll respond with a message saying "I hear you, but you should adjust your power level by another +-X dBmV, your timing offset is wrong by +-Y nanoseconds and your frequency is off by +-Z Hz : please continue ranging" - and once that last minor adjustment is done, and the CMTS is happy, ranging is complete, and moves on to station-maintenance ranging every 30s or so, to adjust for occasional changes in the environment.

OP: so,
• at 2012-01-29,12:46, the CMTS successfully moved you (from an unknown channel, but possibly 609Mhz Boost) to 639Mhz, possibly to load-balance traffic between all the node's downstreams better.
• at 2012-01-29,13:16, the CMTS tried to move you to 627Mhz - but failed. Modem tries to jump back to 639Mhz but fails (at which point CMTS and modem both abandon the valid registration), it then tries again (as 639 was the last locked-on channel), succeeds, re-initializes , and downloads its config file again, while still on 639Mhz.
• at 2012-01-29,13:17:37, the modem is told by the config file (which is set for Boost, 609 Mhz obviously) that 639Mhz is not acceptable, and it has to move to 609Mhz. The modem now re-initializes on 609Mhz, downloads and registers again, and comes to rest on 609Mhz.

Nope, this is not ideal in terms of timing and how long it took, but is absolutely, unequivocally DOCSIS 2.0 standards-compliant.

And before it slips off anyone's tongue: wouldn't it be better to not put a downstream channel into the config at all, so DCC failures like the above don't require TWO successful re-registrations? Yes, but this approach seems to ensure that Boost D2 modems land on 609Mhz by default, and stay there until traffic levels force them off, and modems are not coming up on random channels after a reboot. That almost certainly has significant influence on trouble-shooting: think customer service reps getting confused after resetting a Boost modem, and it showing randomly on 609, 615,621,627,639 right after.

OP: do call CV, re-state that your modem is still resetting (if it is - is it?), and demand they come out with a D3 modem to make this stop, as D3 modems do not get DCC msgs to change their downstream channel (they already sit on all available ones).

Sabotage of the discussion.It's this about the hedge trimmers I borrowed Lol..Well after four calls to OOL tech support,Well guess they don't have the tools at properly check or determine what service he has or which modem he's using.I refuse to believe that.OP stated he has Boost ,so after 4 calls to get matter address his told every things fine
You quote;OP: do call CV, re-state that your modem is still resetting (if it is - is it?), and demand they come out with a D3 modem to make this stop.
Keyword HERE IS DEMAND And besides he did call 4 times Now he should call and demand.

COMPLETELY IRRELEVANT not really,It seems keeping people in the dark is better.Transparency at it's best.

Reps don't really check the frequency the modem is on, because it doesn't tel them anything since they can't see the logs it doesn't really indicate anything if a modem is on 615 or 609. There's nothing they could do to troubleshoot, but could have set up an appointment when you indicated the modem is resetting multiple times.

reply to cablewizzard

reply to MrNunya
Cablewizzard you quoted:

If you *actually* understood DOCSIS and the ranging process, rather than burying us under words, you'd have noticed a few things: Do you honestly want to make us believe that know what you're talking about here?

Well ...»bradyvolpe.com/docsis-101/docsis···tration/
DOCSIS and Cable Modems – How it works :: Cable Modem Registration
You also: Quoting signal levels out of it later is STILL IRRELEVANT, as the signal strength is clearly not the issue here.
If you look at op Cable modem status = Operational
Upstream transmit signal power = 52.1 dBmV
Date and Time = 2012-01-29,13:40:48.0

My quote in upper post :Upstream (Transmit): 40-52 dBmV. A value within the range +40 to +52 dBmV is within spec with the low to mid 40's the most common. If the cable modem is going offline, and the upstream signal strength is at or above +52dBmV, then a poor upstream path is probably the problem.

reply to frdrizzt
Guess there still using the 1980's software RED ,YELLOW,GREEN If in red set up a service call ... oh if yellow maybe set one up.... oh green.. your imaging there's something wrong Have a nice day please take survey.

reply to frdrizzt
Guys don't feed the anonymous troll. I wouldn't mind you feeding him if he was registered but I can not put the troll on ignore unless I want to ignore all anonymous posters.
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Warning, If you post nonsense and use misinformation and are here to argue based on those methods, you will be put on ignore.

Some of you know exactly who I am. Where I reside.Guess I'm called a troll when the facts are presented. So to The Wise Guy Warning, If you post nonsense and use misinformation and are here to argue based on those methods, you will be put on ignore.
Why did you reply then? Guess your the ruler of the forum
Oh you have spoken! KMA