Another Internet Daily Drop

Plan: 1gig
Cable Modem: MT8733

Issue: Internet drops about 4-5 times per day. The drops are usually durning consistent time periods for each day. My neighbor is experiencing the same thing during same time periods.

I have done the recommended troubleshooting and do not see any issues from that. I don't have any splitters at my home, but cannot speak to what is in the pedestals leading to my home.

Thanks in advance for taking a look.

Connection Info:

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Freq. (MHz)	Pwr (dBmV)	SNR (dB)	Corrected	Uncorrected
1	Locked	256 QAM	17	489.0	1.6	42.1	0	0
2	Locked	256 QAM	14	471.0	1.7	41.8	0	0
3	Locked	256 QAM	15	477.0	2.0	42.2	0	0
4	Locked	256 QAM	16	483.0	1.7	42.1	0	0
5	Locked	256 QAM	18	495.0	1.9	42.2	0	0
6	Locked	256 QAM	19	507.0	1.4	42.1	0	0
7	Locked	256 QAM	20	513.0	0.3	41.7	0	0
8	Locked	256 QAM	21	519.0	0.4	41.7	0	0
9	Locked	256 QAM	22	525.0	0.3	41.6	0	0
10	Locked	256 QAM	23	531.0	0.1	41.5	0	0
11	Locked	256 QAM	24	537.0	0.0	41.5	0	0
12	Locked	256 QAM	25	543.0	0.1	41.3	0	0
13	Locked	256 QAM	26	549.0	0.1	41.4	0	0
14	Locked	256 QAM	27	555.0	0.8	41.6	0	0
15	Locked	256 QAM	28	561.0	0.5	41.5	0	0
16	Locked	OFDM	29	690.0	-2.2	39.4	81918923	0
17	Locked	256 QAM	30	567.0	0.3	41.5	0	0
18	Locked	256 QAM	31	573.0	0.2	41.2	0	0
19	Locked	256 QAM	32	579.0	0.1	41.2	0	0
20	Locked	256 QAM	33	585.0	0.0	41.2	0	0
21	Locked	256 QAM	34	591.0	0.3	41.1	0	0
22	Locked	256 QAM	35	597.0	0.6	41.0	0	0
23	Locked	256 QAM	36	603.0	0.9	40.8	0	0
24	Locked	256 QAM	37	609.0	0.6	41.0	0	0
25	Locked	256 QAM	38	615.0	0.9	40.0	0	0
26	Locked	256 QAM	39	621.0	-1.2	40.4	0	0
27	Locked	256 QAM	40	627.0	-1.7	40.1	0	0
28	Locked	256 QAM	41	633.0	-2.0	40.0	0	0
29	Locked	256 QAM	42	639.0	-2.0	39.8	0	0
30	Locked	256 QAM	43	645.0	-1.2	40.3	0	0
31	Locked	256 QAM	44	651.0	-2.3	39.7	0	0
32	Locked	256 QAM	45	657.0	-2.1	39.8	0	0

Upstream Bonded Channels

Channel	Lock Status	Channel Type	Channel ID	Symb. Rate (Ksym/sec)	Freq. (MHz)	Pwr (dBmV)
1	Locked	SC-QAM	37	5120	16.3	42.8
2	Locked	SC-QAM	38	5120	22.8	42.0
3	Locked	SC-QAM	39	5120	29.2	41.5
4	Locked	SC-QAM	40	5120	35.6	42.5

Responses

EG

Expert

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104.9K Messages

1 year ago

The signal stats at that snapshot in time were good.

Is this with a WiFi connection ? If so, for a test, does a computer / device that is hardwired directly to the MT8733 with an ethernet cable have the same problem ?

Are there any modem component RF error log entries being shown ? If so, please post them as well in their entirety (copy and paste them, don't post a screenshot) but redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. The posting of personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically.

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beags_03

Visitor

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13 Messages

1 year ago

Thanks for the reply, @EG

I can try to capture connection results the next time it happens and post again.

It happens to WiFi, hardwired devices, and phone service. And like I mentioned, it's happening to my neighbor as well. I'm downstream from him by one house, but not sure if he's off of the same pedestal.

As for the Event Log, is it normal for all the dates and timestamps to look like this:

19:00:35
Web Dec 31 1969

Critical(3)

They're all from 1969, so I'm sure which events to capture.

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EG

Expert

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104.9K Messages

1 year ago

That default 1969 date/time stamp happens when a modem is re-booted/power-cycled either deliberately by the end-user, or spontaneously by the system because of connectivity / signal issues which prevents it from being able to talk to the T.O.D. (Time Of Day) server. When the connection is re-established, the modem will resync the time.

Capture them all. The more that we can see, the better.

(edited)

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beags_03

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13 Messages

@EG Got it. I checked again and the same dates apply. The connection time to internet is showing as being up for a little over 5 hours and Event Log still showing 1969. I'll keep an eye on it and post when I can capture information to help out. If not, I'm not sure how else to explain the occurrences to Xfinity to get them pointed in the right direction.

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1 year ago

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beags_03

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13 Messages

1 year ago

Still working on this… I haven’t had a chance to grab more data.

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beags_03

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13 Messages

2 months ago

First of all, I apologize for posting about this again. When I was looking into this, I realized I didn't post what @EG asked of me... thought I did, but apparently not. This is what I started with...

From post "Another Internet Daily Drop"

Plan: 1gig
Cable Modem: MT8733 with Google Mesh

Issue: Internet drops about 4-5 times per day. The drops are usually durning consistent time periods for each day. My neighbor is experiencing the same thing during same time periods.

I have done the recommended troubleshooting and do not see any issues from that. I don't have any splitters at my home, but cannot speak to what is in the pedestals leading to my home.

Data that was asked for...

Event Log

	Time	Priority	Description
	19:00:31	Critical(3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Web Dec 31 1969
	19:00:35	Critical(3)	No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Web Dec 31 1969
	19:00:40	Notice(6)	Honoring MDD; IP provisioning mode = IPv6
	Web Dec 31 1969
	16:18:45	Notice(6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Sun May 26 2024
	19:00:31	Critical(3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Web Dec 31 1969
	19:00:38	Critical(3)	No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Web Dec 31 1969
	19:00:47	Notice(6)	Honoring MDD; IP provisioning mode = IPv6
	Web Dec 31 1969
	21:19:12	Notice(6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Sun May 26 2024
	21:19:31	Warning(5)	MDD message timeout;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Sun May 26 2024
	21:19:37	Notice(6)	CM-STATUS message sent. Event Type Code: 4; Chan ID: 44; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Sun May 26 2024
	19:00:31	Critical(3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Web Dec 31 1969
	19:00:38	Critical(3)	No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Web Dec 31 1969
	19:00:41	Notice(6)	Honoring MDD; IP provisioning mode = IPv6
	Web Dec 31 1969
	5:48:09	Notice(6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Mon May 27 2024
	19:00:31	Critical(3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Web Dec 31 1969
	19:00:38	Critical(3)	No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Web Dec 31 1969
	19:00:47	Notice(6)	Honoring MDD; IP provisioning mode = IPv6
	Web Dec 31 1969
	15:19:15	Notice(6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Mon May 27 2024
	17:33:02	Critical(3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Mon May 27 2024
	19:00:31	Critical(3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Web Dec 31 1969
	19:00:37	Critical(3)	No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Web Dec 31 1969
	19:00:40	Notice(6)	Honoring MDD; IP provisioning mode = IPv6
	Web Dec 31 1969
	21:55:47	Notice(6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Mon May 27 2024
	19:00:31	Critical(3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Web Dec 31 1969
	19:00:35	Critical(3)	No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Web Dec 31 1969
	19:00:40	Notice(6)	Honoring MDD; IP provisioning mode = IPv6
	Web Dec 31 1969
	2:33:18	Notice(6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Tue May 28 2024
	19:00:31	Critical(3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Web Dec 31 1969
	19:00:36	Critical(3)	No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Web Dec 31 1969
	19:00:40	Notice(6)	Honoring MDD; IP provisioning mode = IPv6
	Web Dec 31 1969
	13:27:48	Notice(6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Tue May 28 2024
	19:00:31	Critical(3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Web Dec 31 1969
	19:00:36	Critical(3)	No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Web Dec 31 1969
	19:00:40	Notice(6)	Honoring MDD; IP provisioning mode = IPv6
	Web Dec 31 1969
	20:01:11	Notice(6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Tue May 28 2024
	19:00:31	Critical(3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Web Dec 31 1969
	19:00:36	Critical(3)	No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Web Dec 31 1969
	19:00:40	Notice(6)	Honoring MDD; IP provisioning mode = IPv6
	Web Dec 31 1969
	4:08:03	Notice(6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
	Web May 29 2024

Sorry for the ugly table. I used Excel to do redaction.

Note: This comment was created from a merged conversation originally titled Daily Drops

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XfinitySara

Official Employee

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1.1K Messages

Hello, @beags_03! Thanks for posting these details. We definitely want to help however we can! If you've already reviewed and followed the connection troubleshooting tips here, and you are still experiencing service concerns, please send our team a Direct Message so that we may take a closer look for you.

To send a direct message:

Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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2 months ago

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beags_03

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13 Messages

Thanks XfinitySara. A tech came to the house and checked all connections in house, outside, and up the line. Nothing was out of spec. He said he would increase line polling and contact me if anything shows up.
The issue still remains, so I will direct message the support team to see if there is anything else that can be done.

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2 months ago

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XfinityPeterH

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1.3K Messages

@beags_03 Did the tech leave you their contact information?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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2 months ago

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beags_03

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13 Messages

No. The tech did not leave contact information.

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1 month ago

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XfinityEricB

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1.4K Messages

I need to check to see if there are any work orders for line techs for you, and if not we will likely need to send a tech again if issue is still present.

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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1 month ago

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Another Internet Daily Drop

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