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510 posts

Ultimate Geek
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Topic # 97827 21-Feb-2012 08:42 Send private message

I've had this problem on and off for several months now, my connection to the net goes down yet the cable modem says it's still online. Can't browse, ping or traceroute anything outside of my network. Been mightily annoying trying to play the newly launched SW:TOR!

I'm usually gaming wirelessly from my laptop, but when I lose internet access I remote to my PC which is cabled to my router to do some testing. I've also tried connecting my PC directly to the cable modem (entering the static IP etc) but alas the problem didn't resurface during that trial and I hate leaving it connected directly for any length of time.

I replaced my wireless router several weeks ago, this problem was a good excuse to update, but sadly it didn't resolve the issue.

So last night my connection dropped at 18:58 and again at 19:42, for several minutes each time. This morning I awake to find zero access again, and the modem still saying online. My iDevices tell me the last time they were able to sync email was 23:57 so it's been down the rest of the night.

Perhaps stupidly, I power toggled the cable modem before giving TCL a ring, because 2 minutes later I have internet access again. The tech says he can see no recorded dropout from my modem at all overnight however. I have remote access programs (Splashtop and LogMeIn) on my iDevices, and when I lose connection I cannot see my PC from outside (via XT), but in a nutshell, he couldn't explain loss of connectivity when the online light is still on. I haven't been able to explain it either for several months, so I've asked for a modem replacement, and will probably have to pay the $80 callout fee.

Has anyone else come across this problem? Any other ideas I could try?

TIA.

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BDFL
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  Reply # 584325 21-Feb-2012 08:46 Send private message

What router model you had BEFORE and which one you have NOW?






510 posts

Ultimate Geek
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  Reply # 584329 21-Feb-2012 09:03 Send private message

Had a Netgear WNDR3700, now have a Linksys E4200 with latest firmware.

BDFL
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  Reply # 584331 21-Feb-2012 09:05 Send private message

And how many connections open? Are you running torrents when the router stops?






510 posts

Ultimate Geek
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  Reply # 584340 21-Feb-2012 09:31 Send private message

Not a big torrent downloader in general. When the first outage occured last night I was playing SW:TOR on my laptop, my PC was also on but idle. LogMeIn and Splashtop run on the PC, both have persistent connections to external servers, but I'm guessing that's just a heartbeat type thing, certainly no file transfers going on. Two iDevices checking email every 15 mins.

After the first outage I switched my PC off so it was just my laptop and two iDevices, no remote apps.

By the time I lost connection again around 11:57pm (according to last email sync), I'd been in bed for 90 minutes so the only things left on at that time were my iDevices.

BDFL
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  Reply # 584348 21-Feb-2012 09:41 Send private message

Have you changed the cable between the router and modem?






510 posts

Ultimate Geek
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  Reply # 584349 21-Feb-2012 09:42 Send private message

Yes, replaced when I replaced the router.

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Master Geek
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  Reply # 584698 21-Feb-2012 17:44 Send private message

can you get to the cable modem web interface 192.168.100.1 ??
you shouldent have to pay the fee as the issue is whith LEASED equipment, "The Cable Modem" as long as you can prove your end is fine, remove all other middle equipment and connect directely to Cable Modem to prove theroy.



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Ultimate Geek
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  Reply # 584952 22-Feb-2012 09:03 Send private message

Yes I've had a look at the modem logs, hard to know what's normal. I don't use it for DHCP so that answers some of it. I'll paste the most recent here in case anyone can read Motorola. You'll notice the dates are often wrong, a mix of current date and stuff from the year 1970...

2012-02-21 14:38:38 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out

1970-01-01 00:03:44 3-Critical D002.0 DHCP FAILED - Request sent, No response

1970-01-01 00:03:21 3-Critical D001.0 DHCP FAILED - Discover sent, no offer received

1970-01-01 00:06:44 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout

1970-01-01 00:04:13 4-Error D004.3 ToD request sent- No Response received

1970-01-01 00:04:07 3-Critical D002.0 DHCP FAILED - Request sent, No response

1970-01-01 00:04:00 3-Critical D001.0 DHCP FAILED - Discover sent, no offer received

1970-01-01 00:03:26 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout

1970-01-01 00:03:25 3-Critical D001.0 DHCP FAILED - Discover sent, no offer received

1970-01-01 00:00:08 3-Critical R002.0 No Ranging Response received - T3 time-out

2012-02-17 11:56:15 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout

2012-02-17 11:55:42 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out

2012-02-08 08:08:10 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout

2012-02-08 08:07:38 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out

2012-02-06 12:59:26 5-Warning B605.10 Map Reject - Downstream Traffic Flow Not Mapped to BPI+ SAID (EC=8)


The tech will run some tests on the modem. If they find a problem I'm sure I won't be charged but if they can't see an issue then I will be. The problem is intermittent at best but deadly for online gaming so is quite infuriating.

cg

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  Reply # 584955 22-Feb-2012 09:08 Send private message

Too many T3 time-outs is a bad thing. So the helpdesk/technician should know how to handle that one.



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Ultimate Geek
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  Reply # 584969 22-Feb-2012 09:27 Send private message

I guess if they've been timing out since 1970 that is indeed a problem...

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Master Geek
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  Reply # 585305 22-Feb-2012 18:48 Send private message

Jim, can I ask where you and the unfortunate CM are located?
in what general area of
a)Wellington, Kapiti, the  Hutt valley or
b)Christchurch?

Whats going in is your cable modem isn't getting it's fair chance to talk to the CMTS about it's timing and line condition.  CMs need to do this every 30 seconds.  if they miss a number of consecutive station maintenance opportunities, they have to restart and re-range.

The all wonderful epoc (1st jan, 1970) is the birthday of most UNIX system, in that they keep time by counting seconds from 01/01/1970.  The reason you're seeing it is the cable modems don't have a real time clock in them, so they need to get time from a server before anything they report is of much use.




"Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong." Donald Porter – British Airways

The views expressed here are my own and are not reflective of other organisms or organisations.



510 posts

Ultimate Geek
+1 received by user: 26


  Reply # 585530 23-Feb-2012 09:19 Send private message

Thanks for that, looks like we have a viable fault!

I'm in Miramar. Tech still booked in this afternoon.



510 posts

Ultimate Geek
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  Reply # 585691 23-Feb-2012 13:30 Send private message

Al from Downer noted my modem was meant to have been replaced at my last service call out which was in 2008, couldn't explain why it wasn't but there you go. Swapped over and so far no timeouts appearing in the modem logs.

Thanks for the help.

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Master Geek
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  Reply # 585822 23-Feb-2012 17:23 Send private message

Thats good to hear Jim, I guess it might have been better had someone followed up on the modem replacement a while back but we look forward to seeing how it works for you.
please let us know what the results are.




"Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong." Donald Porter – British Airways

The views expressed here are my own and are not reflective of other organisms or organisations.

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