Intermittent System Outage, Little help from customer support. All out of ideas!
(HT1100) For a few weeks now I have been periodically losing service, and it seems to be becoming more frequent as time goes on. At this point in time I am dropping connection about once every 15 mi...
Thank you again for your patience. After running and reviewing your site diagnostics, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering. Your dispatch is currently scheduled for our earliest available slot: Monday, May 1, 2017 between 8:00 AM-11:00 AM. Call us at 866.347.3292 and reference case #103748888 if you need to reschedule. Please let us know how the site visit goes.
Grabbed this from the event log in case it could help. This is what is being produced when the connection goes down, and it's pretty well the same every time.
Thank you so much for this wealth of information, this certainly helps. The state codes you're listing are the usual codes that come up to indicate the different stages when the system is coming back online. I've run diagnostics to see if I can see why the internet keeps going down and there is something I'd like to investigate further so I can determine the next step. I'll keep you posted once I have any news to share.
Your cooperation, patience, and understanding are much appreciated.
Reading what those codes say I didn't think they would be the answer to the big question, but I usually find it best to give all the information I got.
Thanks for the reply, I'll be checking back to see what you come up with!
Thank you again for your patience. After running and reviewing your site diagnostics, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering. Your dispatch is currently scheduled for our earliest available slot: Monday, May 1, 2017 between 8:00 AM-11:00 AM. Call us at 866.347.3292 and reference case #103748888 if you need to reschedule. Please let us know how the site visit goes.
The techs just hit the road after being here for about 45 minutes. They replaced the radio and the modem, as well as checked the fittings at the ground block. I was told there was water inside the connector, so he cleaned it out and replaced the fittings. Although it's not clear if the water was the issue, it surely wasn't helping matters at all.
As of right now my signal quality is better with a deep overcast sky than it was on a clear day before. I was told the modem will be rebooting itself and doing various strange things for a couple of hours, so I will update this thread tomorrow with my results, but I will say things are already looking up!
Is there any news on this? Over the past couple of days a new symptom has popped up where the LAN light on the modem also goes out, and I cannot access the SCC at that time.
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System Outage, Little help from customer support. All out of ideas!","id":"message:76178","revisionNum":2,"repliesCount":14,"author":{"__ref":"User:user:37796"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:TechSupport"},"conversation":{"__ref":"Conversation:conversation:76178"},"readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:76178"},"body@stripHtml({\"truncateLength\":200})":" (HT1100) For a few weeks now I have been periodically losing service, and it seems to be becoming more frequent as time goes on. At this point in time I am dropping connection about once every 15 mi...","body@stringLength":"2476","rawBody":"
(HT1100)
For a few weeks now I have been periodically losing service, and it seems to be becoming more frequent as time goes on. At this point in time I am dropping connection about once every 15 minutes, each time lasting for a minute or so. Just enough time to close all open connections I have.. a real headache.
I have called customer support a few times, each time being told to call back when the problem is happening. Since the issue seems to go away after a short time, this is not really feasable. Rebooting the modem does nothing to help the issue. I have taken my router out of service (I do not use it anymore anyway) and have my computer connected directly to the modem. I have tried different ethernet cables. I dug out my old linux laptop and used it instead of my desktop with no change.
When the service goes out I can still access the System Control Center, which will have a red square next to system status. Connectivity tests show 100% loss, but goes back to 0% when service continues. (As I type this, the issue reappeared, giving me an state code of 23.1.4).
The following state codes appear in the SCC: 13.2.2, 13.2.3, 21.1.4, 21.1.5, 23.1.4, 30.1.1.. 13.1.1 is also there, but it seems typical when the computer is off. The hourly history under the diagnostic codes shows a red X for Association about every other hour.
When the system goes through one of its spells, the system light on the front of the modem turns off, but the rest of the lights are on, although solid and not blinking as usual. Between outages the service is as good as ever, which is what is puzzling to me. My reveive signal strength is currently reading 108 with an overcast sky.
I have done everything I can think to troubleshoot the issue myself, and tech support seems to be unable to assist since I cannot recreate the issue during a phone call.
My current guess is an issue with the modem. I tried recreating the issue by moving it around to see if anything is loose, but this did not cause anything abnormal. It has plenty of ventilation and is barely warm to the touch. I checked the cable going outside for any damage and it is in good shape all the way to the dish.
Those are all the details I can think to give. Anyone have any ideas? I would surely appreciate it since I'm losing my mind not being able to figure this out!
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Hi Matt,
\n\n
\n\n
Thank you so much for this wealth of information, this certainly helps. The state codes you're listing are the usual codes that come up to indicate the different stages when the system is coming back online. I've run diagnostics to see if I can see why the internet keeps going down and there is something I'd like to investigate further so I can determine the next step. I'll keep you posted once I have any news to share.
\n\n
\n\n
Your cooperation, patience, and understanding are much appreciated. \n
","body@stringLength":"572","rawBody":"
Hi Matt,
\n\n
\n\n
Thank you so much for this wealth of information, this certainly helps. The state codes you're listing are the usual codes that come up to indicate the different stages when the system is coming back online. I've run diagnostics to see if I can see why the internet keeps going down and there is something I'd like to investigate further so I can determine the next step. I'll keep you posted once I have any news to share.
\n\n
\n\n
Your cooperation, patience, and understanding are much appreciated. \n
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All out of ideas!","moderationData":{"__ref":"ModerationData:moderation_data:76668"},"body":"
Reading what those codes say I didn't think they would be the answer to the big question, but I usually find it best to give all the information I got.
Thanks for the reply, I'll be checking back to see what you come up with!
Reading what those codes say I didn't think they would be the answer to the big question, but I usually find it best to give all the information I got.
Thanks for the reply, I'll be checking back to see what you come up with!
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\n
Hi Matt,
\n
\n
Thank you again for your patience. After running and reviewing your site diagnostics, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering. Your dispatch is currently scheduled for our earliest available slot: Monday, May 1, 2017 between 8:00 AM-11:00 AM. Call us at 866.347.3292 and reference case #103748888 if you need to reschedule. Please let us know how the site visit goes.
Thank you again for your patience. After running and reviewing your site diagnostics, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering. Your dispatch is currently scheduled for our earliest available slot: Monday, May 1, 2017 between 8:00 AM-11:00 AM. Call us at 866.347.3292 and reference case #103748888 if you need to reschedule. Please let us know how the site visit goes.
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Grabbed this from the event log in case it could help. This is what is being produced when the connection goes down, and it's pretty well the same every time.
ASSOC: Terminal Associated with IPGW ALB23HNSIGW63D002Adv
04/16/2017 03:09:19
25103
3
1
Config change detected for ipv6_lan_parms[CFM_LAN_TYPE_MEDIA]|lan_info|wan_net_info|
04/16/2017 03:09:19
23005
4
1
PEP: Backbone 3 deleted.
04/16/2017 03:09:24
23005
4
1
PEP: Backbone 4 deleted.
04/16/2017 03:09:29
23005
4
1
PEP: Backbone 5 deleted.
04/16/2017 03:09:34
23003
4
2
PEP: Parameter update due to Reassociation
04/16/2017 03:09:39
23015
4
1
PBP connection 3 open/up.
04/16/2017 03:09:40
102
2
1
System StateCode UP | Recovered at 04/16/2017 03:09:34 | Outage Time 000:00:01:00 | Last State Code was 13.1.1 | SQF=110 Symcod=10
04/16/2017 03:09:44
23015
4
1
PBP connection 4 open/up.
04/16/2017 03:09:49
23015
4
1
PBP connection 2 open/up.
04/16/2017 03:09:54
23015
4
1
PBP connection 1 open/up.
04/16/2017 03:09:59
23015
4
1
PBP connection 5 open/up.
","body@stringLength":"2800","rawBody":"
Grabbed this from the event log in case it could help. This is what is being produced when the connection goes down, and it's pretty well the same every time.
ASSOC: Terminal Associated with IPGW ALB23HNSIGW63D002Adv
04/16/2017 03:09:19
25103
3
1
Config change detected for ipv6_lan_parms[CFM_LAN_TYPE_MEDIA]|lan_info|wan_net_info|
04/16/2017 03:09:19
23005
4
1
PEP: Backbone 3 deleted.
04/16/2017 03:09:24
23005
4
1
PEP: Backbone 4 deleted.
04/16/2017 03:09:29
23005
4
1
PEP: Backbone 5 deleted.
04/16/2017 03:09:34
23003
4
2
PEP: Parameter update due to Reassociation
04/16/2017 03:09:39
23015
4
1
PBP connection 3 open/up.
04/16/2017 03:09:40
102
2
1
System StateCode UP | Recovered at 04/16/2017 03:09:34 | Outage Time 000:00:01:00 | Last State Code was 13.1.1 | SQF=110 Symcod=10
04/16/2017 03:09:44
23015
4
1
PBP connection 4 open/up.
04/16/2017 03:09:49
23015
4
1
PBP connection 2 open/up.
04/16/2017 03:09:54
23015
4
1
PBP connection 1 open/up.
04/16/2017 03:09:59
23015
4
1
PBP connection 5 open/up.
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Intermittent System Outage, Little help from customer support. All out of ideas!","moderationData":{"__ref":"ModerationData:moderation_data:77007"},"body":"
The techs just hit the road after being here for about 45 minutes. They replaced the radio and the modem, as well as checked the fittings at the ground block. I was told there was water inside the connector, so he cleaned it out and replaced the fittings. Although it's not clear if the water was the issue, it surely wasn't helping matters at all.
As of right now my signal quality is better with a deep overcast sky than it was on a clear day before. I was told the modem will be rebooting itself and doing various strange things for a couple of hours, so I will update this thread tomorrow with my results, but I will say things are already looking up!
The techs just hit the road after being here for about 45 minutes. They replaced the radio and the modem, as well as checked the fittings at the ground block. I was told there was water inside the connector, so he cleaned it out and replaced the fittings. Although it's not clear if the water was the issue, it surely wasn't helping matters at all.
As of right now my signal quality is better with a deep overcast sky than it was on a clear day before. I was told the modem will be rebooting itself and doing various strange things for a couple of hours, so I will update this thread tomorrow with my results, but I will say things are already looking up!
Thanks for the help.
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Is there any news on this? Over the past couple of days a new symptom has popped up where the LAN light on the modem also goes out, and I cannot access the SCC at that time.
Is there any news on this? Over the past couple of days a new symptom has popped up where the LAN light on the modem also goes out, and I cannot access the SCC at that time.
Thanks.
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