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Time Warner Cable Slow Down Vs. Advertised Speeds

Posted on Thursday, June 23, 2016 @ 12:56:30 PM CDT by David Yee [] [read 2378 times]

 
Internet and related news

I've had Time Warner Cable for broadband Internet Access for years now. About 3 years ago I got my own cable modem in the form of the Motorola 6141 Surfboard so to remove the monthly lease charge that Time Warner accesses. BTW Motorola sold its cable modem business to ARRIS, so the ARRIS 6141 is pretty much the same model. And for about 3 years now I have Time Warner's "Extreme"/"Ultimate" Internet which is supposed to give 100 Mbps downloads. It was working nicely, but starting at around 8 months ago, I started to have problem where the speed would slow down to between 1 and 7 Mbps. To fix the issue, I would power-cycle the cable modem, then everything would return to full speed. But it's a hassle, and brings the Internet down for 5 to 10 minutes for everyone in the house. When it was slow, I went to Speedtest.net, and the result was an atrocious 1.11 Mbp (this was in January):

The odd thing is that usually this slowdown occurs when there is heavy usage going on- many videos being streamed, concurrent downloads, etc. I don't want to accuse Time Warner of throttling speeds, because they say they don't, but the timing seemed odd. I have called Time Warner customer service several times to complain- and every time I would be assured that they will monitor the situation, send a "refreshing" signal, and the most interesting one came two days ago: the CSR told me to unplug the coax cable from the cable modem, touch the copper in the middle of the wire to "get rid of static electricity build-up". "That should do it", he assured. He also indicated that the signal levels looked fine to him from his end, that there was a firmware being pushed, but yeah he would be "monitoring the situation" as well.

But I have been doing my own investigation. I went to 192.168.100.1 in the browser which is the default internal IP for the SB6141 modem, and going to the Help section it indicated the following info regarding the hardware:

Model Name: SB6141
Vendor Name: Motorola
Firmware Name: SB_KOMODO-1.0.6.14-SCM01-NOSH
Boot Version: PSPU-Boot(25CLK) 1.0.12.18m3
Hardware Version: 7.0
Serial Number: ***
Firmware Build Time: Mar 6 2014 15:23:5





In the logs, whenever the Internet slows down massively, I would see the following messages:

DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode

Lost MDD Timeout

I was thinking that it was likely some sort of signal level issue, so I also tracked the Downstream & Upstream Bonding Channel values & Power Levels (in dBmV) via the Signals section of the cable modem's web admin page. Below is a screen shot of what I got when the speed was cough cough, throttled, back in February of this year:

As you can see signals values seem fine.

The last few days, the Internet has stopped working for about 15 minutes starting at 11 AM. The logs show:

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

and then finally:

Cable Modem Reboot due to T4 timeout

The code is R04.0 and the Priority is shown as 3-Critical. This is in the middle of the day, when I'm working on projects. Great, huh?

Unfortunately there is no resolution to the slowdown issue as of yet, and now I'm getting hit with the modem going down daily at 11 AM. AT&T here I come?

BTW here is a tip- I discovered recently that instead of using Speedtest.net, simply type in speedtest in Bing search and you can test your speed quickly without a million ads to download before you can start your test. This is a feature that even Google doesn't seem to have, yet.

Also I'm posting a chat log I had with a Time Warner rep from several months ago who claimed that the fault was with the cable modem and that its firmware "needed to be upgraded". The interesting thing is that I bought the 6141 modem in 2013, and the firmware apparently updated itself because it is dated 3/6/2014.

---


Thank you for contacting Time Warner Cable. A representative will be with you shortly.

You are now chatting with Myra.

Myra: Thank you for contacting Time Warner Cable. My name is Myra and I will be happy to help you. Please allow me a minute to review the pre-chat details.

Myra: Hi!

Myra: How are you doing today?

You: Doing okay- how about yourself?

Myra: I'm doing great. Thank you for asking.

Myra: I understand that you're facing an issue with the slow Internet speeds.

Myra: I'm sorry to know that.

Myra: Not to worry, I will do my best to help you with that.

Myra: How long have you been experiencing this?

You: For the past few weeks, just about every day, my internet speed drops to about 1 Mbps (according to speedtest.net) until I finally restart my cable modem, then it gets back to around 100 Mbps. It is very annoying and I think I might have to cancel service because of this.

Myra: I understand your concern.

Myra: Please accept my apologies for the inconvenience caused.

Myra: Is the issue with wired connection or the wireless connection?

You: Wired.

Myra: Thank you for confirming.

Myra: It could be an issue with the signal levels to the modem.

Myra: I see that your using your own modem.

Myra: I will be sending a data string signal to the equipment. This will trigger the equipment to perform action including refreshing services.

You: It had been working just fine for years, so I don't know what is happening, but I'm pretty much fed up with it.

Myra: By refreshing the signals, the signals will clear the network traffic and Internal memory of the modem.

Myra: I understand that.

Myra: I will do all the possible troubleshooting from my end.

Myra: I will try my best to fix the issue.

Myra: By refreshing the signals, the signals will clear the network traffic and Internal memory of the modem.

Myra: I have successfully sent the signals to the modem.

You: I just don't know why it is at 100mbps then I get dropped to 1mbp. I don't notice until I get complaints from my family of the slowdowns or that I experience myself, then I go to speedtest and low and behold 1 megabit. Restart the modem, and back to 100mbp.

Myra: Please accept my sincere apologies for the less than satisfactory customer service you have experienced with Time Warner Cable.

Myra: I will try to fix the issue permanently.

Myra: Please run a speed test using the link speedtest.net and help me with the current upload and download speeds.

Myra: It could also be an issue with the modem.

You: I mean I had just recently restarted the modem and did the speedtest and of course it was fine at 100 mbp. But before that it was 1 lousy mbp. I highly doubt it's the modem because I've been using it for what 2 years now with zero problem until the last few weeks.

Myra: The modem firmware must to updated.

Myra: As you're using the modem for 2 years, the software of the modem needs to updated.

Myra: I must say, I have been with the same issue last week.

You: Right now it's at a good speed- over 100 Mbp. But unfortunately I can't keep restarting my modem everyday to get the speed I paid for, so if it happens again tomorrow night I may be cancelling service.

Myra: I had been using the modem for 3 and half years, it was fine. But suddenly my modem was dropping out the connections and speeds.

Myra: Yes, I understand how you feel.

Myra: We will take care of that.

Myra: I understand how upsetting it would be if we don't have services for the amount we pay.

You: Okay thanks your help- I just hope tomorrow and in the future I don't keep getting this bogus speed reduction.

Myra: Sure.

Myra: I'm documenting the notes on your account regarding this.

Myra: Rest assured.

Myra: I would recommend you to swap the coax cables of the modem.

Myra: Swap the ends of coax cable connected between the modem and the wall outlet and plug it back in after 1 minute.

Myra: Hope it will fix the issue permanently.

You: Yeah I hope it's fixed permanently on Time Warner's end, whatever it is. Thanks again.

Myra: You're welcome.

Myra: In the future if you ever have an issue with slow internet browsing speeds, you may visit http://www.timewarnercable.com/en/support/internet/step-by-step/internet-troubleshooting.html# for basic troubleshooting steps.



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