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2 Messages
Connection dropping intermittently
Hello,
I've been having an issue for the last week with our internet dropping several times a day, more frequently on some days and less frequently on others.
We had a service technician come out yesterday and he replaced one of coax connectors he said that was old, and tightened the coax connector that goes from my wall to the modem.
My modem is a Motorola 24x8 Cable Modem, Model MB7621.
A representative I spoke to today said it was an issue with my modem, and that he is sending me another one.
Looking at my modem's information, I'm seeing a lot of T3 and T4 errors, along with SYNC Timing Synchronization failure errors. I'm seeing lots of packets corrected and uncorrected, as well as some downstream and upstream channels not receiving any signal at all.
I'll be waiting for the new modem, and hopefully that resolves it, but maybe someone here could provide some more insight on the numbers I'm seeing.
Downstream:
Channel | Lock Status | Modulation | Channel ID | Freq. (MHz) | Pwr (dBmV) | SNR (dB) | Corrected | Uncorrected |
1 | Locked | QAM256 | 21 | 531.0 | -1.5 | 37.3 | 4198297 | 1065520 |
2 | Locked | QAM256 | 22 | 537.0 | -1.9 | 37.2 | 4994533 | 1226975 |
3 | Locked | QAM256 | 23 | 543.0 | -1.8 | 37.5 | 2451001 | 382932 |
4 | Locked | QAM256 | 24 | 549.0 | -1.2 | 37.8 | 3465189 | 665147 |
5 | Locked | QAM256 | 25 | 555.0 | -0.3 | 38.2 | 3183852 | 861094 |
6 | Not Locked | Unknown | 0 | 561.0 | 0.0 | 0.0 | 996411 | 661755 |
7 | Locked | QAM256 | 27 | 567.0 | 2.2 | 38.9 | 141945 | 288695 |
8 | Locked | QAM256 | 28 | 573.0 | 2.6 | 38.9 | 2336812 | 2976891 |
9 | Locked | QAM256 | 29 | 579.0 | 1.9 | 38.6 | 160164 | 15252 |
10 | Locked | QAM256 | 30 | 585.0 | 0.2 | 38.1 | 222135 | 117575 |
11 | Locked | QAM256 | 31 | 591.0 | -1.1 | 37.1 | 253733 | 226800 |
12 | Locked | QAM256 | 32 | 597.0 | -2.2 | 37.0 | 311152 | 238492 |
13 | Locked | QAM256 | 33 | 603.0 | -2.1 | 37.3 | 718574 | 290147 |
14 | Locked | QAM256 | 34 | 609.0 | -1.2 | 37.9 | 724263 | 431310 |
15 | Not Locked | Unknown | 0 | 615.0 | 0.0 | 0.0 | 333065 | 738040 |
16 | Locked | QAM256 | 36 | 621.0 | 2.6 | 39.3 | 454115 | 854118 |
17 | Locked | QAM256 | 37 | 627.0 | 4.8 | 39.9 | 10368414 | 8045110 |
18 | Locked | QAM256 | 38 | 633.0 | 6.2 | 40.0 | 2189518 | 3118587 |
19 | Locked | QAM256 | 39 | 639.0 | 6.9 | 40.0 | 4415154 | 4835672 |
20 | Locked | QAM256 | 40 | 645.0 | 5.3 | 39.9 | 5047852 | 5715292 |
21 | Locked | QAM256 | 41 | 651.0 | 3.7 | 39.7 | 7017879 | 6529727 |
22 | Not Locked | Unknown | 0 | 657.0 | 0.0 | 0.0 | 8514370 | 8068173 |
23 | Not Locked | Unknown | 0 | 663.0 | 0.0 | 0.0 | 10874621 | 10686703 |
24 | Not Locked | Unknown | 0 | 669.0 | 0.0 | 0.0 | 9578662 | 10030357 |
Total | 82951711 | 68070364 |
Upstream:
Channel | Lock Status | Channel Type | Channel ID | Symb. Rate (Ksym/sec) | Freq. (MHz) | Pwr (dBmV) |
1 | Locked | ATDMA | 4 | 5120 | 16.4 | 33.3 |
2 | Locked | ATDMA | 1 | 5120 | 35.6 | 35.0 |
3 | Locked | ATDMA | 2 | 5120 | 29.2 | 34.0 |
4 | Locked | ATDMA | 3 | 5120 | 22.8 | 33.3 |
5 | Locked | ATDMA | 5 | 2560 | 40.4 | 35.5 |
6 | Not Locked | Unknown | 0 | 0 | 0 | 0.0 |
7 | Not Locked | Unknown | 0 | 0 | 0 | 0.0 |
8 | Not Locked | Unknown | 0 | 0 | 0 | 0.0 |
Event Log:
Time | Priority | Description |
Thu Aug 05 10:14:26 2021 | Critical (3) | SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:14:48 2021 | Warning (5) | MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:14:53 2021 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:15:01 2021 | Warning (5) | MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:15:02 2021 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:15:02 2021 | Warning (5) | MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:15:05 2021 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:15:45 2021 | Warning (5) | MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:15:49 2021 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:17:11 2021 | Warning (5) | MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:17:16 2021 | Critical (3) | SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:24:36 2021 | Warning (5) | MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:24:37 2021 | Critical (3) | SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:24:43 2021 | Warning (5) | MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:24:49 2021 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:30:34 2021 | Warning (5) | MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:30:35 2021 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:30:45 2021 | Warning (5) | MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:31:03 2021 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:31:20 2021 | Warning (5) | MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:31:29 2021 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:31:30 2021 | Warning (5) | MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:31:33 2021 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:31:55 2021 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:31:56 2021 | Critical (3) | SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:47:16 2021 | Warning (5) | MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:47:31 2021 | Critical (3) | SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:49:34 2021 | Warning (5) | MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:49:35 2021 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:51:18 2021 | Warning (5) | MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:51:18 2021 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
Thu Aug 05 10:59:58 2021 | Warning (5) | MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
EG
Expert
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111.4K Messages
4 years ago
It looks like you may have some extraneous noise ingressing into the line(s) / forward path somewhere. You may need to get the premises techs involved again. If it is indeed a line impairment, it will still be present no matter what modem is used. Good luck with it and please post back with how things turn out with the new modem.
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user_ea1685
Visitor
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2 Messages
4 years ago
Thank you for the quick response! I'll wait for the new modem to get here and will post my findings once it arrives. If the problem persists I'll escalate it up so another technician can come out to look again.
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jbottels
Visitor
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1 Message
3 years ago
I am literally experiencing the same issue and the same errors. Did the new model fix the problem??
1
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