Connection Issues(modem I think)

[Primus9080]

Alright, first off lets start by saying I'm in the Akron/Portage County area of Ohio. I recently moved here and switched ISPs. I now connect through Time Warner/ Roadrunner. Since the connection was first installed(less than a month ago), I've had connection issues. I am able to connect to the internet itself just fine, but the connection is very unstable. I believe the modem may be restarting itself, as I've seen it reboot itself on one occasion. Mind you, I have only seen it reboot itself once, but my connection fluctuates from good to horrible. I have talked with a few techs already and done tracerts and everything on that end looks good. I have tried reseting the modem, my router, and my computer itself multiple times with no luck in fixing this problem, I've also tried connecting directly to the modem, skipping the router completely and there is no change. I've replaced all the Ethernet cables, updated all the drivers on my network cards, and even tried to connect through a different network card(I have 2 installed on this computer, although I only ever have one enabled at a time), again, no help. I have also either removed or disabled any and all programs that may be trying to use the port, still, no help.

I'm currently using the Motorola SB5100 cable modem I was given by my ISP(which was less than 3 weeks ago, so it should be a new modem). Here are the stats I'm getting when connected to the modem itself.

Frequency                        669000000 Hz Locked

Signal to Noise Ratio        36 dB

Power Level                      2 dBmV

Channel ID                 3

Frequency                 34496000 Hz Ranged

Power Level                 39 dBmV

2007-12-26 16:36:39 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.

2007-12-26 16:36:27 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:36:26 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:36:25 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:36:25 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:36:24 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:36:24 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:36:23 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:36:22 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:36:22 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:36:22 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:36:19 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:36:18 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:36:18 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:36:18 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:36:17 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:36:17 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:36:17 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:36:16 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:36:16 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:36:16 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:36:15 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:36:14 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:36:13 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:36:12 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:36:12 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:36:12 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:36:12 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:36:11 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:36:11 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:36:10 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:36:10 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:36:06 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:36:05 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:36:05 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:36:03 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:36:03 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:35:34 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:35:26 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:35:25 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:35:20 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:35:19 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:35:18 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:35:18 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:35:17 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:35:17 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:35:17 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:35:16 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:35:16 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:35:16 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:35:11 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:35:11 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:35:11 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:35:10 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:35:10 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:34:55 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:34:55 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

2007-12-26 16:34:41 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:34:39 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout

2007-12-26 16:34:39 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

2007-12-26 16:34:09 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

1970-01-01 00:00:12 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.

1970-01-01 00:00:14 4-Error D004.3 ToD request sent- No Response received

1970-01-01 00:00:12 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.

2007-12-17 00:29:38 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

1970-01-01 00:00:11 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.

2007-12-17 00:11:12 3-Critical T004.0 SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period

1970-01-01 00:02:44 4-Error D004.3 ToD request sent- No Response received

1970-01-01 00:02:43 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.

1970-01-01 00:02:28 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

1970-01-01 00:02:14 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

1970-01-01 00:02:13 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

1970-01-01 00:02:13 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

1970-01-01 00:02:12 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

1970-01-01 00:02:12 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

1970-01-01 00:02:11 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

1970-01-01 00:02:11 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

1970-01-01 00:02:11 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

1970-01-01 00:02:10 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

1970-01-01 00:02:10 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

1970-01-01 00:02:05 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

1970-01-01 00:02:05 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

1970-01-01 00:02:03 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

1970-01-01 00:02:02 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

1970-01-01 00:02:02 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

1970-01-01 00:01:53 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

1970-01-01 00:01:52 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

1970-01-01 00:01:52 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

1970-01-01 00:01:50 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

1970-01-01 00:01:50 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

1970-01-01 00:01:13 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

1970-01-01 00:01:13 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

1970-01-01 00:01:12 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

1970-01-01 00:01:12 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

1970-01-01 00:01:12 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

1970-01-01 00:01:12 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

1970-01-01 00:01:10 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

1970-01-01 00:01:10 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

1970-01-01 00:01:10 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

1970-01-01 00:01:09 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

After talking online to the tech who went over my tracert with me, he told me that is was more than likely an issue with the modem, so I did some searching online and found quite a few people who were having the same issues. I have since moved the modem, my router, and my computer to a separate circuit in the house to rule out a problem with the power supply, this was again of no help. I also used an online broadband connection speed tracker to test my connection. To a local server I'm averaging about a 6,500-7000kbps upload speed, which is exactly where it should be, but I'm only averaging about a 350-450kbps upload speed? Is my upload speed too low? If so, what could be causing this?

I have yet to have a tech come out to my house to look everything over, I plan on calling them and scheduling and appointment for someone to come take a look(oh how I enjoy 45 minutes to an hour on hold waiting to talk to someone) today. My final question is the tech who installed the connection initially told me there was a problem with the grounding of the cable line. Could that possibly be the problem? Not grounded correctly? Not grounded at all?

This greatly confuses me as just a couple of days ago I somehow managed to get a solid connection. I had 3 days(the 3 days before Christmas) of solid connection with no issues at all, and just last night(Christmas) these problems started happening again.

Anyways, I know this is a long post and I appologise for that, just trying to figure out whats going on here, because I'm sure not paying $40+ a month for a connection this horrible. Thank you in advance for any help you may be able to give me.

[Primus9080]

Ok, got a tech coming out next Wednesday to check things out.

More confusion though. I started using the tools provided on this site for testing download/upload speeds(I was using another set of tools before).

:::::::::::::::::.. Upload Stats ..:::::::::::::::::

Upload Connection is:: 482 Kbps about 0.5 Mbps (tested with 1013 kB)

Upload Speed is:: 59 kB/s

Tested From:: https://testmy.net/ (Main)

Test Time:: 2007/12/26 - 2:07pm

Bottom Line:: 8X faster than 56K 1MB Upload in 17.36 sec

Tested from a 1013 kB file and took 17.234 seconds to complete

Upload Diagnosis:: Looks Great : 0.42 % faster than the average for host (rr.com)

U-Validation Link:: https://testmy.net/stats/id-HIPQ2G3KU

User Agent:: Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.8.1.11) Gecko/20071127 Firefox/2.0.0.11

Heres an upload test from about 20 or so minutes later.

::::::::::.. Upload Stats ..::::::::::

Upload Connection is:: 206 Kbps about 0.2 Mbps (tested with 386 kB)

Upload Speed is:: 25 kB/s

Tested From:: https://testmy.net/ (Main)

Test Time:: 2007/12/26 - 2:26pm

Bottom Line:: 4X faster than 56K 1MB Upload in 40.96 sec

Tested from a 386 kB file and took 15.328 seconds to complete

Upload Diagnosis:: May need help : running at only 42.92 % of your hosts average (rr.com)

U-Validation Link:: https://testmy.net/stats/idual test6YF4X9ZU

User Agent:: Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.8.1.11) Gecko/20071127 Firefox/2.0.0.11

And my download tests.

:::::::::::::::::.. Download Stats ..:::::::::::::::::

Download Connection is:: 2398 Kbps about 2.4 Mbps (tested with 2992 kB)

Download Speed is:: 293 kB/s

Tested From:: https://testmy.net/ (Main)

Test Time:: 2007/12/26 - 2:11pm

Bottom Line:: 42X faster than 56K 1MB Download in 3.49 sec

Tested from a 2992 kB file and took 10.219 seconds to complete

Download Diagnosis:: May need help : running at only 46.79 % of your hosts average (rr.com)

D-Validation Link:: https://testmy.net/stats/id-ZRPALM084

User Agent:: Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.8.1.11) Gecko/20071127 Firefox/2.0.0.11

After doing multiple tests, my speeds are fluctuating from anywhere from 40% below the average speed for the host, to 15% above the average for the host. Notice that this next test, done 1 minute later, showed a jump from 46% below average, to 15% above average.

:::::::::::::::::.. Download Stats ..:::::::::::::::::

Download Connection is:: 5896 Kbps about 5.9 Mbps (tested with 5983 kB)

Download Speed is:: 720 kB/s

Tested From:: https://testmy.net/ (Main)

Test Time:: 2007/12/26 - 2:12pm

Bottom Line:: 103X faster than 56K 1MB Download in 1.42 sec

Tested from a 5983 kB file and took 8.313 seconds to complete

Download Diagnosis:: Looks Great : 15.04 % faster than the average for host (rr.com)

D-Validation Link:: https://testmy.net/stats/id-WABGMFTLQ

User Agent:: Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.8.1.11) Gecko/20071127 Firefox/2.0.0.11

Heres one from 6 minutes later, with me at 72% of the average.

:::::::::::::::::.. Download Stats ..:::::::::::::::::

Download Connection is:: 3730 Kbps about 3.7 Mbps (tested with 5983 kB)

Download Speed is:: 455 kB/s

Tested From:: https://testmy.net/ (Main)

Test Time:: 2007/12/26 - 2:18pm

Bottom Line:: 65X faster than 56K 1MB Download in 2.25 sec

Tested from a 5983 kB file and took 13.141 seconds to complete

Download Diagnosis:: May need help : running at only 72.77 % of your hosts average (rr.com)

D-Validation Link:: https://testmy.net/stats/id-5NITH0P1Y

User Agent:: Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.8.1.11) Gecko/20071127 Firefox/2.0.0.11

Hopefully this info will help someone be able to identify the problem. Thanks again.

[dn0]

Looks like you have some issues with all of the sync timing errors.

It could be the modem, but I would wait for the techs.

Keep checking your signal levels and downstream SNR.

They look good in that first post, but that is just an instant shot of those levels when you accessed the page.

Be sure all the cable connectors are tight throughout the entire cable setup in your home.

one loose connector could cause multiple problems, such as ingress (outside RF interference), throughout your home.

That is about all you can do on your own, unless you are an electrician and able to test your ground, as the first post suggested.

Let us know what you find out.

[Primus9080]

Alright, the tech came out and did some tests on the modem and said it was working correctly. He also informed me it not being grounded makes no difference, its more for their equipment than yours(since your technically renting the modem).

After numerous Virus, Spyware, Adware, Malware, and Registry checks, I turned up nothing. At this point, I was considering a complete format to hopefully fix whatever may be the problem.

Before doing that though, I decided I would do a search on some stuff to hopefully help get an idea of what it may be. After some searching, I found that a lot of people going thru RR/TW in the Northeastern and Southern Ohio areas were having these same problems. Which prompted me to take my router out of the equation(although I know from previous test that it is not the issue) and connect directly to the modem. As before, I still had the same problems. From here I decided to compile tracert tests for an entire day, both of when it was working correctly, and when it was slowing down like it has been.

In searching thru these I found alot. Tracerts done when my connection was working well were completely fine, tracerts when I was slowing down were horrible...no big surprise there.

So I decided to contact one of RRs techs thru the online tech chat thing on their website, with the intent of showing these tracerts to the tech. The last tech I showed a tracert to said everything was working fine....which doesnt surprise me as when I did the tracert my connection was running as intended.

After telling the tech about my issues, everything I had done to try and fix the problem, and the concerns I had with what the tracert was showing, before I even showed him my tracerts, the guy tells me that the issue was with RRs network and that this was already a documented case(aka more ppl than me are having this problem and complaining about it, which again, I already knew from doing some searches online) and that they were working to fix it.

So, after talking to 8 or 9 techs, including one who came to my house, I finally found one who would tell me the truth. Now im on to find another high speed ISP in the area(which I may be screwed cuz idk if there are any other than RR) or, if worse comes to worse, I just gotta wait for them to fix this problem.....which, if done anything like their customer support or tech support.....should be done in about 8 years from now....

At least I know what the problem is now (seems like an issue with the routing to Chicago...not 100% sure though).