TWC Internet - Timeouts and Modem Reboots

[mikeg]

Hello,

I'm in Kenosha and I've had TWC Road Runner for almost 11 years.  Throughout that time it has been rock solid and there have been very little issues.

In short, my question is: Has anyone been experiencing their TWC RR connection dropping and/or cable modem rebooting?

Starting in October of this year I noticed that every once in a while my connection would drop and I would catch my SB4100 (original modem since installation, very old, but had virtually 0 issues) power cycling.  As of December I noticed this happening very often.  I called the "National Helpdesk" a few times and didn't really get anywhere, but in the back of my mind I knew the first thing anyone would point out would be this old modem.  I made a post on broadbandreports and a lot of emphasis was put on replacing the modem first and foremost.

I ordered a new Motorola SB6141 and received it on Friday, December 21st.  This modem is on their "approved devices" list.  I had it provisioned and was up in running relatively painlessly.  Not more than 30 minutes off of the phone the SB6141 drops the connection and resets.  Same exact issue.

Sunday, December 23rd I had a tech come to the house.  He looked at the modem signals, said that they're within spec.  I read him the log messages and he had no good explanation for the log messages/dropouts.  He was more focused on the signal readings on our Samsung cable boxes which were all too hot.  He put in a new splitter which got the cable boxes down to spec, but in doing so made the cable modem hotter (but still within spec, but on the high end).  The technician visit did nothing for the cable modem, problem still persists.

The log messages on both the SB4100 and SB6141 are essentially the same and include these messages:
No Ranging Response received - T3 time-out
DCC-ACK not received
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
Cable Modem Reboot due to T4 timeout

I have been looking at broadbandreports a lot the past couple of weeks and have noticed other posts by people stating similar issues.  Most of them have Motorola modems, but not exclusively.

I'm really at a loss of what to do next.  I may create a post in broadbandreports TWC direct forum.  If you look at some of the topic titles in the direct forum, there are probably 3-5 on the front page that include something about "cable modem resetting".

I can provide some links to some various bbr threads if anyone is interested and experiencing these same issues.

Any input would be appreciated.  Even if you're not experiencing these issues, just to know what modem + plan you're on would be helpful.

Thanks

[brewtownska]

I had the same problems you are currently having (both the symptoms and the specific error messages in the modem's log).  My issues went on for about 9 years and I finally left TWC internet.  Looking back on it, I can't believe I stuck with them for so long before leaving.  I think the fact that they kept giving me discounts every year kept me signed up.  Even though the dropouts happened to me fairly often, they only got bad enough (or happened at a time I NEEDED a quality connection) a few times a year, which would cause me to call and complain.  They'd come out and check the signals, maybe change some connections.  From the time I moved into my house, over the next 5 years they ended up changing out ALL the cable wiring from the pole to my house and all the cable in my house.
I also had the modem swapped out 3 times in the 9 years, but it never really fixed the problem.

In my case, everything was fine using the same modem and router when I was renting in Waukesha from 2001-2002.  Then in 2003 I bought a house in Waukesha, and the issues started.  Took me a long time to figure out it was the line.  I assumed it was the router or ethernet card or computer.  I eventually changed out all the items except the modem and wiring, which is when I started calling TWC for help.

I do hope it's an easy fix for you, but be prepared for it to be a long, annoying road ahead.  I ended up going to AT&T Uverse (for internet only...still happy with Dish Network for TV) and have not had ANY drop outs in 6 months.  Same router(s), same computers.  I basically took their required gateway and made it my first node, then connected the rest of my network to it, which confirmed those devices still work and were not a problem.

The best advice I can give you is something they did not tell me until last year.  If you call to report an issue and have a technician out, you need to call back and report the same problem again WITHIN 30 days, otherwise they will treat it like a NEW issue each time.  The only way to get the problem escalated to a level 3 tech is to report the same issue multiple times within 30 days.

Mike

[mikeg]

9 years, that is insane.  My biggest fear is it is something that cannot be "fixed" and I'll just have to live with it, in which case I will probably make the switch to AT&T Uverse.  

What is so troubling is that everything has been fine for nearly 11 years.  Then, as of 2 months ago, I'm getting these disconnects.  Nothing has changed within the household as far as wiring/coax/configurations, with the exception of the new modem I just purchased because I was initially receiving these errors on my old modem.  That leads me to think it has to be something beyond my household.

That is good advice to call back.  The Tech was here 7 days ago and I have not logged another call since.  I've only gotten to speak with tier 3 once and that was when I was provisioning the new modem.  I told him the exact errors I was having on the old SB4100 and he said something like "it sounds like the tuner card on the modem was going bad".  Then no more than 30 minutes later after I get off the phone with him the same exact disconnects/error messages happen on my brand new SB6141, at which point I called back and only spoke to the national help desk rep and she set up the house call.  I'm afraid that if I speak to tier 3 again they'll want to send another technician out and the last technician that was out did not have any explanation at all.  Every time the national help desk reps look at my signals on their end they "look fine" and the tier 3 person who provisioned my new modem said my signals looked great on the new modem.

The whole situation has me feeling hopeless.

[mikeg]

This morning it has been just terrible:

Code Select Expand


Dec 30 2012 11:57:20 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:55 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:19 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot due to T4 timeout ;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Dec 30 2012 11:56:00 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 30 2012 11:55:30 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 30 2012 11:55:21 4-Error C401.0 DCC-ACK not received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 30 2012 11:55:21 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 30 2012 11:26:42 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:20 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot due to T4 timeout ;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Dec 30 2012 11:25:38 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 30 2012 11:25:08 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 30 2012 11:24:59 4-Error C401.0 DCC-ACK not received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 30 2012 11:24:59 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 30 2012 11:17:06 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:20 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot due to T4 timeout ;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Dec 30 2012 11:16:02 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Dec 30 2012 11:15:32 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;


[Jack 1000]

Internet from TWC has been flawless, since getting my own Wireless Network modem and Router, and ditching the $11 monthly fee from TWC.  That was at least two years ago.  TWC will often give out second hand modems/ routers, and this could be the crux of many customers problems.

Jack

[mikeg]

I've been very satisfied over the nearly 11 years we've had their service as well.  I am just hoping this issue will be able to be resolved.

On Dec. 30th I spoke with a tier 3 technician for about an hour and the dropouts/reboots happened twice while I was on the phone with him.  I asked if he thought it could be something within our house, and he said, with what he had seen probably not - it is probably something on their end.

He wanted to monitor other neighboring houses who are on the same upstream to see if they dropped at the same time, but once he found another house on the same upstream and started the monitoring software, there were no more timeouts for the duration of our phone call.  He said he would send it to a different team that monitors things like this.  If he could find an instance where more than just my residence is having a problem he could escalate it to an area issue and a network engineer would handle the case.  I haven't heard back from them, and I guess I don't really expect to.

The tech comes out next week to check the lines.  This will be the second technician to come to the house.  I don't expect much to happen.  The tier 3 rep said to call back within 3 days of the tech visit if I still have the issue and the national helpdesk people should forward me straight to tier 3.

[brewtownska]

Not sure if it would help, but when I last had a tech out, he was able to pull up schematics on his computer showing where the nodes were in the area.  He told me I was the last one on the main line from the node before going into an amplifier that then fed more people on the street.  I imagine if your tier 3 tech would find a 2nd or 3rd person with dropouts like you, they'd backtrack to the previous node to see if it is displaying errors.  Who knows, just having the tech look at that info may spark another idea of something to check.

As for your modem errors, if you aren't already, you may want to export them to a spreadsheet to save and show.  I found everytime my modem was unplugged (my way of resetting it when it wasn't working), I'd lose most/all of the log info.  So having the previous logs was useful to show the pattern of errors.

[mikeg]

Thanks for the ideas brewtownska.
I have indeed been saving the modem logs as spreadsheets whenever I witness a timeout first hand and/or at the beginning/end of a day.

I read the first technician (Dec. 23rd) the modem error messages and he had no explanation.  He came up with "maybe they are trying to push a config file to the modem and it keeps resetting".  I believe he said this because I told him is was a new modem.  No - it was happening on my old modem for 2 months prior as well.  He had no explanation.  Of the hour and fifteen minutes he was here he spent 1 hour putting in a new splitter for the cable TV boxes to get them in spec.

I'm hoping in a week when the 2nd technician comes out he will be able to find the issue and, if not fix it, at least move it through the right channels.  The tier 3 guy I spoke to made it sound like it is definitely an issue beyond the inside of my house, possibly beyond the drop, almost like a misconfiguration on their end somewhere.

[rmjohnso]

I signed up for this forum because I'm having the same exact problem.  I recently purchased a Motorola SB6141, and I'm getting the same random timeout / reboot errors.  Below is a sample of what I'm seeing.

I talked to multiple people at TWC yesterday, and they said that it's the modem's fault, not theirs.  I pointed out the issues here and some that I found on a similar forum in Texas.  Has anyone had any additional luck with resolving this issue?

Code Select Expand


Time Priority Code Message
Jan 21 2013 17:09:16 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:50 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:20 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot due to T4 timeout ;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 21 2013 17:08:06 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 21 2013 17:08:05 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 21 2013 17:07:35 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 21 2013 17:07:26 4-Error C401.0 DCC-ACK not received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 21 2013 17:07:26 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 21 2013 17:02:19 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:52 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:19 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot due to T4 timeout ;CM-MAC=38:6b:bb:b2:e2:93;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jan 21 2013 17:00:58 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 21 2013 17:00:28 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 21 2013 17:00:19 4-Error C401.0 DCC-ACK not received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 21 2013 17:00:19 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2013 19:16:42 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:51 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:21 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot due to T4 timeout ;CM-MAC=38:6b:bb:b2:e2:93;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2013 19:15:26 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2013 19:15:26 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2013 19:14:56 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2013 19:14:47 4-Error C401.0 DCC-ACK not received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2013 19:14:47 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2013 19:08:16 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:20 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot due to T4 timeout ;CM-MAC=38:6b:bb:b2:e2:93;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2013 19:07:20 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2013 19:06:50 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2013 19:06:41 4-Error C401.0 DCC-ACK not received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2013 19:06:41 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2013 16:46:08 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot from SNMP ;CM-MAC=38:6b:bb:b2:e2:93;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2013 15:07:44 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:20 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;


[duncantuna]

My SB6141 was horrible the first week, rebooting every few hours.  A tech came out and replaced most of the coax, and the reboots dropped to once every day or two, but still there.

It still boggles the mind that TWC refuses to update the firmware on this modem (since it is customer owned) and Motorola refuses to help.

What if a firmware update fixes these reboots?  You'd think TWC would be more interested in that, so they would have so many support calls to make.

[ArgMeMatey]

As already alluded to, signal levels could be an issue, but no one is confirming this.  

It's not clear to me if that means too hot or too weak.  I didn't read exhaustively but I'm wondering if anybody experimented with putting the modem straight on the incoming line from TW with no splitters ahead of it.  And alternately, what happens if you pad it down or go thru a few splitters?

See https://secure.dslreports.com/forum/r27825013-

or http://forums.cox.com/forum_home/internet_forum/f/5/t/751.aspx

[Rick_EE]

Are you experiencing packet loss?  //www.pingtest.com

I had an issue like yours, but I was also experiencing random times of heavy packet loss.  It took several months.  As it was said before, if you don't complain agian right away, the close the ticket and you have to start over.  I had to be very persistant.  Be sure to get a ticket number, so you don't have to start over.

Eventually, I was given numbers to call directly to the level 3 people who helped me.  I don't know what they did, but is was their equipment somewhere on the network and they eventually  found it.

This is also why I have decided to keep renting my modem.  One less thing they can pass the buck to.

[ArgMeMatey]

This is also why I have decided to keep renting my modem.  One less thing they can pass the buck to.

This was one factor for me, in buying a DPC2100r2 to replace a rental DPC2100r2 in October 2012.  I recall that they've since dropped this unit from their approved list but I am sure they still have thousands of them in the market.  No trouble so far.  

Of course, that doesn't help anybody who has firmware issues when nobody will push new firmware.