Forum Thread

Charter Internet Disconnects only at night ?

273 61 August 30, 2010 at 03:08 AM
Ok to show you so far what has been going on with out the 10 pages.

My internet only drops at a set time, ( 8:24 PM ) But it comes back in secs and stays on for about 10 mins or so and it will keep disconnecting throughout the night tell about 6:10 AM and go away. Day time i can say is really good, i get those rare drops some weeks but never a day to day thing like this night thing has been doing.

Its been going on for about 1 month now and it was doing it before that but it went away and now its back. I have called charter every other day trying to get them to fix it and i know there trying but it seems like they don't know whats going on. I have seen so many techs out here and they all say the same thing, you're levels are fine, and i say i know thats why it happens at night Smilie But really anyone seen this happen before cause i'm lost and calling charter is like talking to a robot....

I have tried this on 2 modems the ...Motorola SB6120 and SB5105.
i have called Motorola and asked them if they had this happen before, he said it could be firmware but he said because i used the SB5101 on the same line he thought it was a line issue.
So far i have or/charter has replaced every wire to the house to pole. here is my modem stats.:.

[B][B]Downstream Bonding Channel Value
Channel ID 193 194 195 196
Frequency 567000000 Hz 573000000 Hz 579000000 Hz 585000000 Hz
Signal to Noise Ratio 33 dB 33 dB 33 dB 33 dB
Downstream Modulation QAM256 QAM256 QAM256 QAM256
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
5 dBmV 6 dBmV 6 dBmV 6 dBmV
Upstream Bonding Channel Value
Channel ID 2
Frequency 28200000 Hz
Ranging Service ID 1197
Symbol Rate 5.120 Msym/sec
Power Level 43 dBmV
Upstream Modulation [3] 16QAM
[3] 64QAM

Ranging Status Success
Signal Stats (Codewords) Bonding Channel Value
Channel ID 193 194 195 196
Total Unerrored Codewords 18410360 18409982 18409020 18406526
Total Correctable Codewords 18327 18811 19686 22094
Total Uncorrectable Codewords 1513 1368 1456 1400

Log.:.
Aug 30 2010 03:43:00 3-Critical R02.0 No Ranging Response received - T3 time-out
Jan 01 1970 00:00:02 5-Warning D04.1 ToD request sent - No Response received
Jan 01 1970 00:00:12 6-Notice Cable Modem Reboot due to T4 timeout
Aug 30 2010 02:58:43 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted
Aug 30 2010 02:58:43 3-Critical R03.0 Ranging Request Retries exhausted
Aug 30 2010 02:58:42 3-Critical R02.0 No Ranging Response received - T3 time-out
Jan 01 1970 00:00:02 5-Warning D04.1 ToD request sent - No Response received
Jan 01 1970 00:00:12 6-Notice Cable Modem Reboot due to T4 timeout
Aug 30 2010 02:43:23 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted
Aug 30 2010 02:43:23 3-Critical R03.0 Ranging Request Retries exhausted

I have tried not using the router and still does this, they even have a filter on the modem of some kind to see if that helped to stop this, nope nothing, The only thing i have to show this is happing is the log and a supervisor came out at 8-9 pm and seen this going on, that was 2 weeks ago i need a fix or no more charter Smilie thanks for any help.

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#2
They usually pick the best time of night to disconnect as few people as possible to do maintenance on the lines and equipment at the head end. May only last a week or so. Happens to me a bit. Internet usually starts acting wonky round midnight, but is fine by morning. If you're concerned call in.
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#3
Quote from lightsycle
:
They usually pick the best time of night to disconnect as few people as possible to do maintenance on the lines and equipment at the head end. May only last a week or so. Happens to me a bit. Internet usually starts acting wonky round midnight, but is fine by morning. If you're concerned call in.
I agree.

I have DSL and they like to restart their equipment in the middle of the night. just this morning around 5:30 am until about 6 am it kept dropping out every 4-5 minutes. also I was told by a tech that they are updating equipment in the area. during the day it is rock solid.
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Last edited by greenmeansgoooo August 31, 2010 at 04:11 AM.
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#4
Is it during a full moon? Could be frogs...

But when you talk to them make sure to say it's "intermittent". It won't help too much but perhaps the techs will try something else aside from checking your levels.
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#5
Hey OP, you replied to my old thread, and I was looking for it now to respond to you, but I see you started your own. So here's my reply:

No, Charter has STILL not fixed the problem. They've stopped reaching out to me, and I suspect are doing nothing at this point to resolve it. I've got DSL in my house which I use at night while browsing since the cable modem disconnects so frequently. So I think I'm just going to keep requesting service refunds for as long as it goes on. Maybe that'll motivate them to fix the problem.

Where are you located? If you are in St Louis, I'm gonna laugh. The techs I've been talking with say it's happening to others in my node, so you'd think they'd want to fix this.
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#6
I seem to be having a similar issue with them. Happens several times a week. I loose my internet connection I have to call them and they do something on their end that resets the modem and then it starts working for a few days. Just resetting the modem myself does not fix it. I figured it was a modem issue and I was due for a replacement but from what you guys are saying that's not the case. I am kinda stuck with Charter because DSL is not available in my area. I dumped charter TV a couple years ago wish I could dump their spotty internet coverage also.
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#7
There's a known issue w/ the 6120 and T4 timeouts. Take this over to dslreports in the Charter Direct [dslreports.com] forum and see if they can help you. It's not necessarily a Charter only issue. It happened to me on Comcast.
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#8
Quote from Raven1245
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Is it during a full moon? Could be frogs...
Beat me to it. laugh out loud

So is it just you? How about the neighbors.
It's so predictable, one would think it's probably maintenance and repairs, as lightsycle suggested.

Quote from dorkino
:
There's a known issue w/ the 6120 and T4 timeouts. Take this over to dslreports in the Charter Direct [dslreports.com] forum and see if they can help you. It's not necessarily a Charter only issue. It happened to me on Comcast.
Quote from Popa2caps
:
I have tried this on 2 modems the ...Motorola SB6120 and SB5105.
i have called Motorola and asked them if they had this happen before, he said it could be firmware but he said because i used the SB5101 on the same line he thought it was a line issue.
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Last edited by In_Like_Tim August 31, 2010 at 09:06 AM.

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#9
the real alarming thing here is that you have had a supervisor out while it is happening, he observed it happen, but you have had no resolution or communication from them. did he put a meter on the line to observe the signal while it was happening? if not, that's flat out unacceptable. they should come out and observe it, but then move down the line back to the node tracking the issue, taking your modem w/ them if necessary, hooking it up at each tap to see if it occurs. at least, that's what i'd do.
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#10
Just want to add that my issue has been observed with both the Motorola SB6120 and an old Ambit DOCSIS 1 modem. I really don't think it's the modem.

I haven't had a supervisor out to observe it happen, but I guess if they stop giving me credits for my service I'll insist on it or just drop them and suffer along with my 3Mbps DSL until Uverse gets to my neighborhood.
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#11
I think they need to schedule a line test to check traffic during the time you are having issues. Several people use the same line, so it could be someone is starting a backup and it's taking up all the bandwidth for that node. The timing of the problem seems to be very specific.

Another thing I wonder about -- you said either you or a tech has changed every line -- did the couplers and the splitters get changed out, as well?
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#12
Midnight every night for my mom
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Quote from clintrad4
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Midnight every night for my mom
After 5 years?
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#14
Quote from clintrad4
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Midnight every night for my mom
Check the router settings?
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#15
Quote from Foreveryours
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Check the router settings?
OP said it happens without his/her router in the mix.

This thread is quite old, is OP still around?
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