B

Visitor

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9 Messages

Friday, July 7th, 2023 5:41 PM

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

Expert

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104.2K 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.

Visitor

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9 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.

Expert

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104.2K 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)

Visitor

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9 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.

Visitor

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9 Messages

11 months ago

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

Visitor

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9 Messages

23 days 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

Official Employee

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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

Visitor

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9 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.

Official Employee

 • 

1.2K 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

Visitor

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9 Messages

No. The tech did not leave contact information.

Official Employee

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1.3K 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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