CPE (Cable Modems) Crash

[Docsis2]

Does your CPE (Cable Modem) stop working on a regular basis?

When it does stop working do you have to Power Down and Restart to get it working again.

I think this issue is not just a local problem but a national one and I would like your HELP to resolve it.

If your CPE Hangs, please post a reply to this thread with the approximate time and dated of the hang also your modem model number and UBR's URL you connect to, so that I can get an idea of just how widespread this is.

Cable Modem Crashed/Hung - Defined.
Will appear here shortly

[Raistlin]

It's certainly a nice thought, but surely the fact that two modems have hung does not necessarily mean that they have hung for the same reason?

If 100 of them hung, and you gather that information to see how 'widespread' an issue it is, how do you know that you're not dealing with 100 different problems?

Information such as this in isolation is diagnostically useless, you need more detailed information for each occurrence in order to even begin to establish a pattern between them.

[Docsis2]

Modem Hang Log sheet

Date........Time........Modem Model........Your UBR / Host
22/02/10..00:01.......EPC2100R2...........cpc3-chap8-2-0-cust189.aztw.cable.virginmedia.com

[Ignitionnet]

Originally Posted by Docsis2

Does your CPE (Cable Modem) stop working on a regular basis?

When it does stop working do you have to Power Down and Restart to get it working again.

I think this issue is much not just a local problem but a national one and I would like your HELP to resolve it.

If your CPE Hangs, please post a reply to this thread with the approximate time and dated of the hang, so that I can get an idea of just how widespread this is.

I'm sorry to say that you cannot infer any link from people as there are presently 3 different kinds of CMTS (Cable Modem Termination System) in use on the VM network, at least 5 different line cards in those CMTS, and several different modems connecting to 3 slightly differently configured networks with numerous smaller variations between them.

A single modem can connect to one of two different CMTS, and can be switched between them at any time, it can connect to one of up to 6 RF downstreams and up to 5 RF upstreams on its' travels.

I appreciate what you're trying to do but you're throwing the net too wide.

Better questions:

1) What model cable modem are these incidents you're aware of happening to.
2) What downstream frequency are the modems connected to (indicates which type of equipment the modems are connecting to, DOCSIS 3 overlay network or legacy DOCSIS 1.1 VXR network).
3) When clicking the 'Connection' button above here is there a commonality between the details? If I recall correctly Bristol connects via Newton Abbot so you would see something like cpcx-newtx-x-x at the start of the domain name, is this the same for everyone? What is it?
4) Where in Bristol are people? How close together, are you a cluster? Each line card on the VM network can serve thousands of homes or it can serve just a few hundred, a single port can serve hundreds or it could serve 10.

Modems can hang due to a few reasons. Can you also define what a 'hang' is in this case? Is the modem reachable via its' management pages? Pingable? Lights flashing?

Would be useful to know which service tier the modems are working on as well.

Could be a botched software upgrade to a single type of modem, could be an issue with the network, hence the need to isolate it down some more before trying to work out how 'widespread' it is - throwing the net a tad too widely right now and, frankly, in serious danger of going the same way as the 'ready light flashing' threads have in the past where every issue even remotely similar gets reported as being this specific one, which it is not.

Cheers.

[Docsis2]

Hi Rob,
If it shows that modems with the same model number for example crash regularly then that should be a reason for VM tech support to escelate the issue to second line support wouldn't you say. If many modems crashed that were on the same UBR would that not be a good reason for further investigation.

[Peter_]

The are 3 platforms Knowsley, Langley and Bromley, then as Iggi above states the are 3 different CMTS chassis around the country, plus the are 3 versions of your modem alone out their plus all the other makes and models that have been issued over the years.

So the likelihood of other customers nationally having the same issue as yourself is rather remote to say the least.

[pip08456]

Then as mentioned above you may have spread your net too wide and need to further refine your approach.

[Peter_]

My sister in law has that exact same modem and do you really think if she was having any issues that modem that I would not be made aware of it, especially as she lives in the same road.

[Ignitionnet]

Originally Posted by Docsis2

Modem Hang Log sheet

Date........Time........Modem Model........Your UBR
22/02/10..00:01.......EPC2100R2............

Highly recommend if you must do this that you get the modem's software revision as well. Vital bit of information I think.

[Docsis2]

Ignitionnet, I appreciate your positive suggestions and comments and have added relevant modem info to my profile. If other members posting to this thread would follow suite then it would be available to VM support to assist with the analysis.

[Ignitionnet]

OP - you are connected to a Motorola BSR. There are a few issues with BSRs noted at this time and I would recommend you check this forum for some more information on those I suspect it's that issue and is a known one. In some instances some modems lose connection and cannot regain it until powercycled.

This is not a common issue but has been seen in a few areas. I recommend using the newsgroups as a way to reach out to support. When you check your modem logs this issue tends to manifest as T3 / T4 timeouts.

[Docsis2]

Modem Hang Log sheet

Date........Time........Modem Model........Your UBR
22/02/10..00:01.......EPC2100R2............cpc3-chap8-2-0
22/02/10..00:01.......E08C013.00...........cpc1-chap8-2-0

Modem : Ambit E08C013.00
Boot Code Version : 1.1.2c
Software Version : 2.111.1002
Hardware Version : 1.9
Receive : 8.7 dBmV
SNR : 41.0 dB
transmit: 49.0 dBmV
Ubr : cpc1-chap8-2-0