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[HSI] Charter Internet disconnecting with increased frequency

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My Problem I live in the Spring Hill, TN (37174) area and have HSI through Charter, which we've had since 12/2003. About 6 months ago, our HSI would mysteriously drop for no discernible reason. The modem would just... lose its IP. Power-cycling modem or router did nothing. If I called in to Charter, their automated system would tell me "I can't see your modem" even though the uplink and downlink lights were on. Speaking to a live tech by phone, they insisted despite my lack of IP when I first called, and despite the automated system not seeing my modem, that THEY could see it. They would (their words) "re-provision" my service, which would temporarily fix the problem. Matter of fact, for 2 months I was told to call and ask them to re-provision my service "any time this happens in the future" until finally a rep took ownership and told me not to do that because it was "like putting a band-aid on a bullet wound." In the last 6 months, particularly the last 3, these drops in service have been happening with greater and greater frequency--sometimes it'll go out once a week, or sometimes several times a day. Techs have been out. Signal looks good. They've checked my lines, replaced drops, etc. Yet it continues to go out. They are stumped and so am I. My Hardware I started with a Motorola SB6121 modem and an Asus RT-N56U router. Willing to try anything, in June I replaced the modem with an Motorola SB6141 from Amazon. Problems persisted. I replaced the router with an Asus RT-AC66R from Best Buy. Actually managed to go 10 days without a service outage, but then they happened again and have kept happening. And while I don't think it's relevant, just for the sake of full disclosure, we also have a 24-port switch -- D-Link DGS-1024D -- of which 16 ports are occupied with connections to desktops, TiVo's, game consoles, TV's, etc. (Our house has CAT-5 run through it.) What I've Tried When I log in to the router via a browser, the Internet Status menu says "Disconnected" when the service goes down. If it were active, it would say "Connected" and show me the WAN IP from Charter. However, even if I bypass the router and plug directly into the modem, I can't always resolve an IP. (Sometimes it does, and I'm immediately back in business. Most times it does not.) Checking the modem logs, my service outages seem to happen in tandem with an error that reads as follows (MAC addresses intentionally obfuscated): Jul 15 2013 19:04:275-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0; Now, the modem only logs errors, but Charter tells me they push these kinds of updates regularly, so obviously my service isn't failing EVERY time they do. But when it DOES fail, and I check the modem logs, one of these errors is there within minutes before my service went down. What I Suspect I don't know. :( At first we thought it might be a signal issue, but that doesn't appear to be the case. Charter techs assure me the signal looks good, power levels are fine, all 8 channels are bonded, modulation is where it should be, etc. There's no distinct jitter. Speed tests are a bit wonky -- I pay for 50Mb and sometimes I'll get 35Mb and other times 70Mb. But I consider that normal. The techs have replaced the drops in my home, at the box outside my home, and at the "node" across the street. Yet the day they did that, my service literally went back down while the tech was walking from my front door to his truck. He went in my crawl space and checked my lines, which he confirmed all looked good. I have the cell phone # of a tech in my area and he has asked me to call him any time my service goes down, but he's off Mondays. So when my service went down twice today, I called Charter and got the same "we'll re-provision your service and send a tech out tomorrow" band-aid. Questions... 1.) Is it possible it's some sort of communication issue between the modem and the router? I did replace the router, but I did so with a newer model from the same brand (Asus) so I don't know if it's their firmware? 2.) Should I be cloning my modem's MAC address in the router setup? Charter told me the MAC clone in the router should be the desktop I first connected to the modem. I find this answer suspect, although while the tech has been here we've experimented changing the router's MAC clone and sometimes the service comes back up. I think it's coincidence. 3.) Have I overlooked anything? Is there anything else I can check, change, or ask Charter to check? Dig up the cable from the node to my house? Replace the line from the junction box outside my home that leads to where my modem is? I'm willing to try anything to stabilize the service. I work from home so it's vital this gets resolved. Thanks!

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