[TriLUG] TWC BC periodic internet disconnections

Jim Ray jim at neuse.net
Thu Apr 11 09:59:22 EDT 2013


When DOCSIS3 came out a couple of years ago, we had all kinds of intermittent problems with service that were fixed by increasing bandwidth to their next tier of service. 

Sent from my iPhone

On Apr 11, 2013, at 9:56 AM, "Bill Farrow" <bill at arrowsreach.com> wrote:

> Hi,
> I'm struggling with the customer support people at TWC Business Class
> over periodic disconnects.  Every 30 hours or so the internet
> connection stops working, sometimes for a minute or two, but other
> times the outage lasts for several hours until someone gets on site to
> power cycle the modem.  One of these outages happened during a VOIP
> conference call with a customer.
> 
> We are using a TWC BC provided Ubee DDW3611 modem (details below), and
> we have a static IP.  Connected to the modem is an Ubuntu 12.04 server
> running Zentyal 3.0 (Small Business Server).  This Linux server is
> configured with a static IP on the WAN and  uses a fairly complex
> iptables firewall config.  The Ubee modem is configured with a static
> IP, and the server uses that as the gateway IP.
> 
> I am now monitoring this from home using a bash script that pings
> several IP addresses every minute.  When the TWC BC internet
> disconnects, I the script is unable to ping the modem's static IP or
> the linux servers static IP.
> 
> After talking with TWC BC support, they added the modem to their
> "Watch List" for a 72 hour period.  During that time we lost internet
> again and called support.  They claimed there was nothing wrong with
> the modem, and it must be our equipment and we should power cycle it.
> I'm not convinced, so I am asking here - have I missed something on my
> Linux server that could be causing this outage, or is it really a TWC
> BC problem ?
> 
> 
> 
> Cable Modem : DOCSIS 3.0 Compliant
> MAC Address : C4:17:FE:xx:xx:xx
> Serial Number : BC11U2900xxxx
> Boot Code Version : 10.1.2
> Software Version : 8.6.2009
> Hardware Version : 4.31
> CA Key : Installed
> 
> Bill
> -- 
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