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SB6190 - Time to replace, or ISP-side problems?

  • 9 August 2023
  • 4 replies
  • 387 views

I’ve been experiencing a large increase in my internet connections going down for ~5 mins at a time over the last few months.  I have an SB6190 that is about 2.5y old and an Eero Pro router, and live in a house small enough that I have never had coverage problems with just the one router.  

After an initial chat with Optimum’s tech support, they immediately pointed the blame at my modem and offered to hook me up with their rented one, because of course that is the first thing they’d want to try.  Can anyone take a look at the status and error log screenshots below and tell me if it really is time to upgrade modems, or if I need to push Optimum a little more?

And the error log page:

(edit: Images with MAC addresses removed by the moderator)

 

From what I can gather from other posts, the fact that I have a lot of T3 Time-outs points to this being something on the line-side of things, but any insight would be appreciated.

 

Your logs are indicating line issues and the cable connections page has some errors. 

Start with removing any amplifiers, signal attenuators, or splitters from the coax.
From there check the line for kinks, damage, moisture in the line.
Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.
If you can, simply connect the modem right where the coax comes into the home. This prevents wiring in the home from being the issue. And some ISP’s charge if the wiring issue is in the home. So this helps prevent this.

I’m wondering if these error logs are indicating time to replace the modem (which is what my ISP is telling me) or try a factory reset, or if it’s in the cables somewhere, or …

Usually I’ve been getting the TLV-11 followed 3 sec later by the No Ranging Response. These last couple logs are different. But either way the modem keeps resetting and net connection is not usable. Thanks for any advice!

Thu Aug 10 18:22:20 2023 6 TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 10 19:36:46 2023 3 No Ranging Response received - T3 time-out;CM-MAC=d**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 10 21:06:00 2023 5 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 10 21:21:03 2023 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**5;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
 

In case it helps:

Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 20 543.00 MHz -0.90 dBmV 40.95 dB 108 57
2 Locked 256QAM 13 489.00 MHz -3.10 dBmV 40.37 dB 185 86
3 Locked 256QAM 14 495.00 MHz -2.50 dBmV 40.95 dB 242 939
4 Locked 256QAM 15 507.00 MHz -2.00 dBmV 40.95 dB 142 84
5 Locked 256QAM 16 513.00 MHz -1.50 dBmV 40.37 dB 127 48
6 Locked 256QAM 17 519.00 MHz -1.40 dBmV 40.37 dB 107 53
7 Locked 256QAM 18 525.00 MHz -1.20 dBmV 40.95 dB 151 997
8 Locked 256QAM 19 531.00 MHz -1.10 dBmV 40.37 dB 147 60
9 Locked 256QAM 21 549.00 MHz -1.00 dBmV 40.37 dB 92 41
10 Locked 256QAM 22 555.00 MHz -0.70 dBmV 44.63 dB 182 1097
11 Locked 256QAM 23 561.00 MHz -0.60 dBmV 40.37 dB 113 32
12 Locked 256QAM 24 567.00 MHz -0.80 dBmV 40.95 dB 53 60
13 Locked 256QAM 25 573.00 MHz -0.60 dBmV 40.95 dB 68 81
14 Locked 256QAM 26 579.00 MHz -0.60 dBmV 43.38 dB 207 1097
15 Locked 256QAM 27 585.00 MHz -0.90 dBmV 43.38 dB 114 45
16 Locked 256QAM 28 591.00 MHz -1.00 dBmV 40.95 dB 135 963
17 Locked 256QAM 29 597.00 MHz -0.80 dBmV 40.95 dB 180 1072
18 Locked 256QAM 30 603.00 MHz -0.90 dBmV 40.37 dB 446 831
19 Locked 256QAM 31 609.00 MHz -0.60 dBmV 40.95 dB 90 61
20 Locked 256QAM 32 615.00 MHz -0.50 dBmV 40.95 dB 265 1007
21 Locked 256QAM 33 621.00 MHz -0.50 dBmV 40.37 dB 126 978
22 Locked 256QAM 34 627.00 MHz -0.30 dBmV 43.38 dB 77 38
23 Locked 256QAM 35 633.00 MHz -0.20 dBmV 40.95 dB 162 1060
24 Locked 256QAM 36 639.00 MHz 0.10 dBmV 40.95 dB 127 1013
25 Locked 256QAM 37 645.00 MHz 0.10 dBmV 41.90 dB 35 650
26 Locked 256QAM 38 651.00 MHz 0.20 dBmV 41.90 dB 62 738
27 Locked 256QAM 39 657.00 MHz 0.50 dBmV 41.90 dB 41 650
28 Locked 256QAM 40 663.00 MHz 0.20 dBmV 41.90 dB 35 39
29 Locked 256QAM 41 669.00 MHz 0.40 dBmV 41.10 dB 34 701
30 Locked 256QAM 42 675.00 MHz 0.30 dBmV 41.90 dB 71 34
31 Locked 256QAM 43 681.00 MHz 0.10 dBmV 41.10 dB 53 698
32 Locked 256QAM 44 687.00 MHz -0.20 dBmV 41.90 dB 27 698

 

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 17 5120 kSym/s 16.40 MHz 51.25 dBmV
2 Locked ATDMA 22 2560 kSym/s 10.40 MHz 51.46 dBmV
3 Locked ATDMA 21 2560 kSym/s 40.40 MHz 50.75 dBmV
4 Locked ATDMA 20 5120 kSym/s 35.60 MHz 51.00 dBmV
5 Locked ATDMA 19 5120 kSym/s 29.20 MHz 51.25 dBmV
6 Locked ATDMA 18 5120 kSym/s 22.80 MHz 50.00 dBmV

The logs are Values read by technicians from the internet provider end, since the logs are what the coaxial cable transmits and the log screen on the router is the translator so can be easily read by them, the coaxial cable is owned by the Internet service provider, I wouldn't be able to tell you what that means.

If your Event Log is reporting a high volume of errors, this would indicate a potential CMTS signal issue. To troubleshoot these errors, we would like to note the current signal levels being used by your (sb6190).

For cable signal level there are some important things that should be within a specific range in order for the internet to work properly.

First, the SNR should be above 33 on all of them. The downstream power should always be between -15 and +15. The closer to 0 the better connection. Finally, your upstream power should always be between +45 and +51

On all of those values you should not have more than 3 decibels (or dB) between the lowest and the highest

By having the values in less than that, your device will have interrupted connection, slow or no connection at all.

Even after resetting the modem if the values are same then it needs to be corrected and that can be done by the service provider remotely, all you need to do is to contact your ISP to work on this.

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