Images are for June 22, June 23 (June 3 is the date from which I started monitoring continusouly)
From last 2 months I am getting lots of T3,T4 time outs. I changed my modem (SB6121) and still had same issue. So, I put my modem SB6121 back on and then called RCN customer support.
Then
1. Tech 1&2 came and checked everything works fine, told me that modem is faulty, gave me RCN modem. I immediately showed him T3, T4 timeouts, but he asked me to test for a couple of more days.
2. Same issue, getting T3, T4 timeouts, upstream going out of spec (51-58dB) and I am loosing the connection. Another tech came, I gave him every info I can. They waived service charge, but no updates.
3. Issue continued, scheduled another tech visit, but the dispatch from Boston called me and told me that as signals look great, there might be problem some where. So, they told me that my modem was kept under monitoring and will update when they find an issue. And cancelled the tech's visit.
4. Next day, it same issue, I immediately called RCN customer care after reboot, I asked him to check whether Boston Dispatch could see my modem loosing connection. He called Boston Dispatch and they told him that they couldn't see any issue.
5. Next day, I had continuous drop, I called RCN customer care, luckily he saw that I was offline then, and RCNs modem came online and went offline continuously while I was on call. So he scheduled another Tech visit, he promised me that a supervisor or lead tech will come.
6. But neither supervisor nor lead tech came. Another same level tech visited, as usual he checked line, loose connections and signal, ping test. Every thing with in spec. I showed him videos of modem going offline. He told me that some one might be backfeeding onto line. And promised to send line tech. This was 2 weeks ago.
7. I returned RCN modem, put back my SB6121.
8. I waited 2 weeks to get some thing done, but nothing happened. I called RCN customer care and the executive contacted Boston Dispatch, they told him that they have been monitoring my modem couldn't see anything.
Encoded Mac: a2244655394b0a5b0bddad7f953946b86f486c7a
Modem Mac: [Removed] Downstream Limit: 27000000 Return Frequency: 30700000
Upstream Limit: 4400000 Forward Frequency: 657000000
By my connectivity is very bad. I am wondering why Boston Dispatch monitoring is such a joke. And they did nothing to solve my issue.
How to get my issue resolved? Is switching ISP only solution?
This is what my connection looks like today.
http://www.thinkbroadband.com/ping/share-large/59b73d7910a05644f15f97a60bebfa66.png
Forward Modulation: 30700000
Sample log
Jun 22 2015 17:29:06 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=a4:7a:a4:b7:f0:9f;CMTS-MAC=00:14:f1:ea:33:a3;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:01:53 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=a4:7a:a4:b7:f0:9f;CMTS-MAC=00:14:f1:ea:33:a3;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=a4:7a:a4:b7:f0:9f;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jun 22 2015 17:26:30 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=a4:7a:a4:b7:f0:9f;CMTS-MAC=00:14:f1:ea:33:a3;CM-QOS=1.1;CM-VER=3.0;
Jun 22 2015 17:26:30 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=a4:7a:a4:b7:f0:9f;CMTS-MAC=00:14:f1:ea:33:a3;CM-QOS=1.1;CM-VER=3.0;
Jun 22 2015 17:26:29 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=a4:7a:a4:b7:f0:9f;CMTS-MAC=00:14:f1:ea:33:a3;CM-QOS=1.1;CM-VER=3.0;
Jun 22 2015 17:26:10 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=a4:7a:a4:b7:f0:9f;CMTS-MAC=00:14:f1:ea:33:a3;CM-QOS=1.1;CM-VER=3.0;
Jun 22 2015 17:26:10 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=a4:7a:a4:b7:f0:9f;CMTS-MAC=00:14:f1:ea:33:a3;CM-QOS=1.1;CM-VER=3.0;
Jun 22 2015 17:26:09 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=a4:7a:a4:b7:f0:9f;CMTS-MAC=00:14:f1:ea:33:a3;CM-QOS=1.1;CM-VER=3.0;
Jun 22 2015 17:23:13 4-Error E106.0 SW upgrade Failed before download - TFTP Max Retry Exceeded
Jun 22 2015 17:23:13 4-Error E105.0 SW upgrade Failed before download - File not Present
Jun 22 2015 17:22:57 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=a4:7a:a4:b7:f0:9f;CMTS-MAC=00:14:f1:ea:33:a3;CM-QOS=1.1;CM-VER=3.0;
Jun 22 2015 17:22:47 6-Notice E102.0 SW Download INIT - Via Config file R25_4-1-MOTOSB6121
Jun 22 2015 17:22:40 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=a4:7a:a4:b7:f0:9f;CMTS-MAC=00:14:f1:ea:33:a3;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=a4:7a:a4:b7:f0:9f;CMTS-MAC=00:14:f1:ea:33:a3;CM-QOS=1.1;CM-VER=3.0;
Jun 22 2015 17:21:58 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=a4:7a:a4:b7:f0:9f;CMTS-MAC=00:14:f1:ea:33:a3;CM-QOS=1.1;CM-VER=3.0;
Jun 22 2015 17:21:58 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=a4:7a:a4:b7:f0:9f;CMTS-MAC=00:14:f1:ea:33:a3;CM-QOS=1.1;CM-VER=3.0;
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Updated post with Latency reports.
Except RCN every body can see how intermittent connection issue.
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Added Images
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More images
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I am not Trolling RCN. I am very frustrated with their approach and denying the fact. I waited more than 3 weeks patiently to get my problem resolved. They simply say, "Every thing looks great on their end". Even though they changed modem and even their modem showed lot of T3, T4 errors they are very happy to ignore it. I strongly believe this is not the right way to treat a customer. And seriously I don't see honesty here. RCN is supposed to do the whole troubleshooting. But I am doing all the monitoring work, I forwarded every thing to them, still they don't see the problem. And every thing looks great.
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