Connection randomly drops and losing connectivity

Hello,

In the last couple weeks, my connectivity to the internet randomly drops. It used to be once or twice a day but now it's several times an hour and then things will be fine for a bit, and then connections starts dropping again. It doesn't happen at any specific time or follows any pattern. It just drops and a minute or 2, it'll be fine or it'll drop again.

My cable modem reports several errors in its log:

Time

Priority

Description

Sat Jan 11 11:17:06 2025

(Warning (5))

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.1;

Sat Jan 11 11:17:05 2025

(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=3.1;

Sat Jan 11 11:17:04 2025

(Warning (5))

Sat Jan 11 11:15:11 2025

(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=3.1;

Sat Jan 11 11:15:09 2025

(Warning (5))

Sat Jan 11 11:02:37 2025

(Notice (6))

CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.1;

Sat Jan 11 11:00:11 2025

(Notice (6))

CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.1;

Sat Jan 11 10:59:59 2025

(Warning (5))

Sat Jan 11 10:59:56 2025

(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=3.1;

Sat Jan 11 10:59:56 2025

(Warning (5))

Sat Jan 11 10:52:19 2025

(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=3.1;

Sat Jan 11 10:52:18 2025

(Warning (5))

Sat Jan 11 10:50:24 2025

(Warning (5))

Dynamic Range Window violation

Sat Jan 11 10:50:24 2025

(Warning (5))

RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.1;

Sat Jan 11 10:50:24 2025

(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=3.1;

Sat Jan 11 10:50:22 2025

(Warning (5))

Dynamic Range Window violation

Sat Jan 11 10:50:22 2025

(Warning (5))

Sat Jan 11 10:50:22 2025

(Warning (5))

Dynamic Range Window violation

Sat Jan 11 10:50:22 2025

(Warning (5))

Sat Jan 11 10:50:22 2025

(Warning (5))

Dynamic Range Window violation

Sat Jan 11 10:50:22 2025

(Warning (5))

Sat Jan 11 10:50:22 2025

(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=3.1;

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	42	639000000 Hz	4.0 dBmV	40.4 dB	21970	65441
2	Locked	QAM256	14	471000000 Hz	1.6 dBmV	40.9 dB	52796	112557
3	Locked	QAM256	15	477000000 Hz	1.8 dBmV	40.9 dB	49566	109025
4	Locked	QAM256	16	483000000 Hz	2.1 dBmV	41.0 dB	43636	108400
5	Locked	QAM256	17	489000000 Hz	2.2 dBmV	41.0 dB	38051	99719
6	Locked	QAM256	18	495000000 Hz	2.4 dBmV	41.0 dB	39784	101707
7	Locked	QAM256	19	507000000 Hz	2.6 dBmV	41.2 dB	33657	94689
8	Locked	QAM256	20	513000000 Hz	2.7 dBmV	41.2 dB	34135	99069
9	Locked	QAM256	21	519000000 Hz	2.4 dBmV	41.0 dB	33185	92353
10	Locked	QAM256	22	525000000 Hz	2.4 dBmV	41.1 dB	32627	91640
11	Locked	QAM256	23	531000000 Hz	2.3 dBmV	41.0 dB	34913	96348
12	Locked	QAM256	24	537000000 Hz	2.4 dBmV	41.0 dB	32655	87725
13	Locked	QAM256	25	543000000 Hz	2.5 dBmV	41.1 dB	33339	93643
14	Locked	QAM256	26	549000000 Hz	2.5 dBmV	41.1 dB	31391	87750
15	Locked	QAM256	27	555000000 Hz	2.9 dBmV	41.1 dB	29033	82094
16	Locked	QAM256	28	561000000 Hz	3.3 dBmV	41.2 dB	29888	90048
17	Locked	QAM256	29	567000000 Hz	3.7 dBmV	41.3 dB	27621	78614
18	Locked	QAM256	30	573000000 Hz	4.2 dBmV	41.3 dB	27415	81985
19	Locked	QAM256	31	579000000 Hz	4.5 dBmV	41.2 dB	27044	81635
20	Locked	QAM256	32	585000000 Hz	4.6 dBmV	41.1 dB	24704	72394
21	Locked	QAM256	34	591000000 Hz	4.6 dBmV	41.1 dB	26806	81831
22	Locked	QAM256	35	597000000 Hz	4.4 dBmV	41.1 dB	25192	72881
23	Locked	QAM256	36	603000000 Hz	4.2 dBmV	41.0 dB	24253	71111
24	Locked	QAM256	37	609000000 Hz	3.9 dBmV	40.8 dB	24872	76046
25	Locked	QAM256	38	615000000 Hz	4.0 dBmV	40.4 dB	21946	64742
26	Locked	QAM256	39	621000000 Hz	4.1 dBmV	40.7 dB	23875	71606
27	Locked	QAM256	40	627000000 Hz	3.7 dBmV	40.5 dB	23419	68299
28	Locked	QAM256	41	633000000 Hz	3.7 dBmV	40.4 dB	20259	59310
29	Locked	QAM256	43	645000000 Hz	4.3 dBmV	40.5 dB	19715	55040
30	Locked	QAM256	44	651000000 Hz	4.9 dBmV	40.8 dB	20934	62540
31	Locked	QAM256	45	657000000 Hz	5.3 dBmV	41.1 dB	20484	61186
32	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	90	5120 Ksym/sec	22800000 Hz	43.8 dBmV
2	Locked	ATDMA	89	5120 Ksym/sec	16300000 Hz	44.0 dBmV
3	Locked	ATDMA	91	5120 Ksym/sec	29200000 Hz	43.5 dBmV
4	Locked	ATDMA	92	5120 Ksym/sec	35600000 Hz	43.8 dBmV
5	Not Locked	Unknown	0	0	0	0.0 dBmV
6	Not Locked	Unknown	0	0	0	0.0 dBmV
7	Not Locked	Unknown	0	0	0	0.0 dBmV
8	Not Locked	Unknown	0	0	0	0.0 dBmV

Downstream OFDM Channels

Channel	Lock Status	Profile ID	Channel ID	Frequency	Power	SNR / MER	Active Subcarrier Number Range	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	0 ,1 ,2 ,3	33	690000000 Hz	5.68 dBmV	40.8 dB	1108 ~ 2987	11739136452	11530415585	9332
2	Not Locked	0	0	0 Hz	0 dBmV	0 dB	0 ~ 4095	0	0	0

Upstream OFDMA Channels

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power
1	Not Locked	0	0	0 Hz	0 dBmV
2	Not Locked	0	0	0 Hz	0 dBmV

I have a Nighthawk CM2000 cable modem, which is plugged into an Araknis router and switch. These drops affects the whole network in my house, wifi and ethernet.

I've restart the modem. I've ran the troubleshooting test via the Xfinity app, which either tells me the network is fine or my cable modem is offline. Send help, as I wfh and it is very disruptive to my work day.

Responses

XfinityThomasD

Official Employee

•

1.2K Messages

3 months ago

iamtabo Thanks for posting on our Community Forums. I'm sorry to hear that you're experiencing these issues with your internet and our team would love to help. Based on what you've mentioned, it may be best to have an appointment scheduled as there seems to be interference in the signal coming to the modem. Since we would need to review your account and have your personal info, please send our team a direct message with your full name and address.

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Your Home Network

iamtabo

Connection randomly drops and losing connectivity

XfinityThomasD

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