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TandemPanda
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Saturday, August 22nd, 2020 6:00 PM

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Frequent internet disconnects. Started Unicast Maintenance Ranging, No Response received, T3 timeout

As the title states, I am randomly losing internet connectivity rather frequently. Multiple times per day, connectivity drops for approximately 2-10 minutes. During this time, internet connectivity to external websites drops first, followed by connectivity to the modem.

 

The modem is a Netgear CM1000v2 modem, which is one of the xfinity approved modems with DOCSIS 3.1 for my gigabit internet package. Every time connectivity is lost, when I log into the modem and check the log, "Critical(3) Started Unicast Maintenance Ranging - No Response received - T3 time-out" is the most recent entry. The modem is connected to the coax outlet directly inside the house from where the coax from the pole enters the house. It is a direct connection, with no splitters, to the outside line.

 

In the process of troubleshooting, I have eliminated and removed all other devices from my network and plugged my laptop directly into the modem, and the problem still persists. Since COVID19, I have been working from home and this has been very annoying to keep getting dropped from meetings and calls.

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4 years ago

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EG

Expert

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106.9K Messages

4 years ago

Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.


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TandemPanda

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5 Messages

4 years ago

Thank you for assisting. Here is what I have:

 

Downstream Bonded Channels
Channel		Lock Status	Modulation 	Channel ID 	Frequency 	Power 		SNR / MER 	Unerrored Codewords 	Correctable Codewords 	Uncorrectable Codewords
1		Locked		QAM256		17		531000000 Hz	6.0 dBmV	42.7 dB		1547106740		337			405
2		Locked		QAM256		10		483000000 Hz	6.5 dBmV	43.1 dB		1546102290		334			500
3		Locked		QAM256		11		489000000 Hz	6.6 dBmV	42.9 dB		1546086025		342			443
4		Locked		QAM256		12		495000000 Hz	6.6 dBmV	42.9 dB		1546109822		392			471
5		Locked		QAM256		13		507000000 Hz	6.5 dBmV	42.9 dB		1546114840		324			475
6		Locked		QAM256		14		513000000 Hz	6.5 dBmV	42.8 dB		1546118040		314			475
7		Locked		QAM256		15		519000000 Hz	6.1 dBmV	42.7 dB		1546121206		351			447
8		Locked		QAM256		16		525000000 Hz	6.1 dBmV	42.5 dB		1546125294		326			447
9		Locked		QAM256		18		537000000 Hz	5.9 dBmV	42.5 dB		1546134452		333			410
10		Locked		QAM256		19		543000000 Hz	6.0 dBmV	42.6 dB		1546139127		285			462
11		Locked		QAM256		20		549000000 Hz	6.0 dBmV	42.6 dB		1546141902		319			422
12		Locked		QAM256		21		555000000 Hz	5.9 dBmV	42.5 dB		1546145713		273			457
13		Locked		QAM256		22		561000000 Hz	6.0 dBmV	42.6 dB		1546149737		255			451
14		Locked		QAM256		23		567000000 Hz	5.9 dBmV	42.4 dB		1546153875		279			471
15		Locked		QAM256		24		573000000 Hz	5.9 dBmV	42.3 dB		1546157622		310			440
16		Locked		QAM256		25		579000000 Hz	6.1 dBmV	42.6 dB		1546161554		298			474
17		Locked		QAM256		26		585000000 Hz	6.1 dBmV	42.5 dB		1546173461		246			420
18		Locked		QAM256		27		591000000 Hz	6.3 dBmV	42.6 dB		1546161519		286			410
19		Locked		QAM256		28		597000000 Hz	5.9 dBmV	42.4 dB		1546160721		256			452
20		Locked		QAM256		30		603000000 Hz	6.0 dBmV	42.2 dB		1546149407		269			446
21		Locked		QAM256		31		609000000 Hz	5.8 dBmV	42.4 dB		1546155060		228			448
22		Locked		QAM256		32		615000000 Hz	5.8 dBmV	42.4 dB		1546159462		142			465
23		Locked		QAM256		33		621000000 Hz	6.2 dBmV	42.4 dB		1546163272		236			440
24		Locked		QAM256		34		627000000 Hz	6.3 dBmV	42.6 dB		1546166631		198			437
25		Locked		QAM256		35		633000000 Hz	6.3 dBmV	42.5 dB		1546171518		256			454
26		Locked		QAM256		36		639000000 Hz	6.4 dBmV	42.4 dB		1546174902		237			359
27		Locked		QAM256		37		645000000 Hz	6.6 dBmV	42.5 dB		1546178599		223			481
28		Locked		QAM256		38		651000000 Hz	6.6 dBmV	42.5 dB		1546182793		227			403
29		Locked		QAM256		39		657000000 Hz	6.5 dBmV	42.5 dB		1546184786		233			402
30		Locked		QAM256		40		663000000 Hz	6.6 dBmV	42.5 dB		1546188926		234			401
31		Locked		QAM256		41		669000000 Hz	6.3 dBmV	42.6 dB		1546189249		267			416
32		Not Locked	Unknown		0		0 Hz		0.0 dBmV	0.0 dB		0	                0			0
Upstream Bonded Channels
Channel 	Lock Status 	Modulation 	Channel ID 	Frequency 	 Power
1		Locked		ATDMA		1		17300000 Hz	 42.3 dBmV
2		Locked		ATDMA		2		23700000 Hz	 41.8 dBmV
3		Locked		ATDMA		3		30100000 Hz	 42.0 dBmV
4		Locked		ATDMA		4		36500000 Hz	 41.5 dBmV
5		Not Locked	Unknown		0		0 Hz		 0.0 dBmV
6		Not Locked	Unknown		0		0 Hz		 0.0 dBmV
7		Not Locked	Unknown		0		0 Hz		 0.0 dBmV
8		Not Locked	Unknown		0		0 Hz		 0.0 dBmV
Downstream OFDM Channels
Channel 	Lock Status 	Modulation / Profile ID 	Channel ID 	Frequency 	Power 		SNR / MER 	Active Subcarrier Number Range 	Unerrored Codewords 	Correctable Codewords 	Uncorrectable Codewords
1		Locked		0, 1, 2, 3			29		690000000 Hz	7.0 dBmV	41.8 dB		1108 ~ 2987			55983210		35500449		3
2		Not Locked	0				0		0 Hz		3.7 dBmV	0.0 dB		0 ~ 4095			0			0			0
Upstream OFDMA Channels
Channel 	Lock Status 	Modulation / Profile ID 	Channel ID 	Frequency 	Power
1		Not Locked	Unknown				0		0 Hz		0 dBmV
2		Not Locked	Unknown				0		0 Hz		0 dBmV

 

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EG

Expert

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106.9K Messages

4 years ago

The signal stats are very good. Please post the error log entries in their entirety.

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TandemPanda

Frequent Visitor

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5 Messages

4 years ago

Here is the modem's error log from yesterday evening. (MAC address redacted)

Time			Priority	Description
2020-08-22, 18:10:48	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-22, 18:04:05	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-22, 18:03:37	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-22, 18:03:33	Warning (5)	Dynamic Range Window violation
2020-08-22, 18:03:33	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-22, 18:03:33	Warning (5)	Dynamic Range Window violation
2020-08-22, 18:03:33	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-22, 18:03:33	Warning (5)	Dynamic Range Window violation
2020-08-22, 18:03:33	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-22, 18:03:33	Warning (5)	Dynamic Range Window violation
2020-08-22, 18:03:33	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-22, 11:59:47	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-22, 11:59:37	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
2020-08-22, 11:59:26	Critical (3)	No Ranging Response received - T3 time-outCM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-22, 11:59:15	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-22, 11:59:00	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-22, 11:58:59	Critical (3)	Received Response to Broadcast Maintenance Request But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-22, 11:58:57	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-22, 11:58:57	Notice (6)	CM-STATUS message sent. Event Type Code: 6; Chan ID: 1; DSID: NIA; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-22, 11:58:56	Critical (3)	Received Response to Broadcast Maintenance Request But no Unicast Maintenance opportunities received - T4 time outCM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-22, 11:54:15	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-22, 11:42:44	Warning (5)	Dynamic Range Window violation
2020-08-22, 11:42:44	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-22, 11:42:41	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-22, 11:42:32	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
2020-08-22, 11:42:17	Critical (3)	Received Response to Broadcast Maintenance Request But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-22, 11:42:16	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;

 And here is the error log from today as of now. (MAC address redacted)

Time			Priority	Description
2020-08-23, 13:13:44	Warning (5)	Dynamic Range Window violation
2020-08-23, 13:13:44	Warning (5)	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-23, 13:12:29	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-23, 13:12:00	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-23, 13:11:49	Warning (5)	Dynamic Range Window violation
2020-08-23, 13:11:49	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-23, 13:11:49	Warning (5)	Dynamic Range Window violation
2020-08-23, 13:11:49	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-23, 13:11:49	Warning (5)	Dynamic Range Window violation
2020-08-23, 13:11:49	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-23, 11:30:36	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-23, 10:56:02	Warning (5)	Dynamic Range Window violation
2020-08-23, 10:56:02	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-23, 10:56:02	Warning (5)	Dynamic Range Window violation
2020-08-23, 10:56:02	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-23, 10:56:02	Warning (5)	Dynamic Range Window violation
2020-08-23, 10:56:02	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-23, 10:56:02	Warning (5)	Dynamic Range Window violation
2020-08-23, 10:56:02	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-23, 10:53:18	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-23, 09:48:51	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-23, 09:48:24	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-23, 09:48:20	Warning (5)	Dynamic Range Window violation
2020-08-23, 09:48:20	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-23, 09:48:20	Warning (5)	Dynamic Range Window violation
2020-08-23, 09:48:20	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-23, 09:48:20	Warning (5)	Dynamic Range Window violation
2020-08-23, 09:48:20	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-23, 09:48:20	Warning (5)	Dynamic Range Window violation
2020-08-23, 09:48:20	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-23, 01:01:56	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-23, 01:01:55	Warning (5)	Dynamic Range Window violation
2020-08-23, 01:01:55	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-23, 01:01:55	Warning (5)	Dynamic Range Window violation
2020-08-23, 01:01:55	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-23, 01:01:55	Warning (5)	Dynamic Range Window violation
2020-08-23, 01:01:55	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-23, 01:01:55	Warning (5)	Dynamic Range Window violation
2020-08-23, 01:01:55	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
2020-08-23, 00:39:33	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;

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EG

Expert

 • 

106.9K Messages

4 years ago

O/k even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

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TandemPanda

Frequent Visitor

 • 

5 Messages

4 years ago

Alright well thank you very much. Your explanation and help is much appreciated!

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EG

Expert

 • 

106.9K Messages

4 years ago

Quite welcome !

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Zjfisher23

New Poster

 • 

5 Messages

4 years ago

We have the exact same problem happening now. But our modem is a SB6141 DOCSIS 3.0 and I've done all the same troubleshooting. So frustrating with work and school from home.

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CCAmir

Gold Problem Solver

 • 

7.2K Messages

4 years ago

Hello TandemPanda, thank you for taking the time to post your test results here. I'd be happy to look at my systems to help me better understand what's causing your frequent disconnects. To better assist you could you please send me a private message with your full name and account number by clicking on my name (ComcastAmir) and then click "Send a message"?

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lr920

Regular Visitor

 • 

1 Message

4 years ago

Hi,

same thing here. Is there a way to get assistance?

 

Downstream Bonded Channels		 	
  
   Channel	Lock Status	Modulation	Channel ID	Freq. (MHz)	Pwr (dBmV)	SNR (dB)	Corrected	Uncorrected
1	Locked	QAM256	29	609.0	5.8	39.5	2460	5351
2	Locked	QAM256	25	585.0	5.6	39.5	2988	6041
3	Locked	QAM256	26	591.0	5.6	39.5	3154	5675
4	Locked	QAM256	27	597.0	5.7	39.5	2887	5313
5	Locked	QAM256	28	603.0	5.8	39.5	2832	5083
6	Locked	QAM256	33	633.0	6.1	39.4	2961	5962
7	Locked	QAM256	30	615.0	5.8	39.4	2544	5306
8	Locked	QAM256	31	621.0	5.9	39.4	2596	5006
9	Locked	QAM256	32	627.0	6.0	39.4	2672	5130
10	Locked	QAM256	34	639.0	6.1	39.4	2648	5565
11	Locked	QAM256	35	645.0	6.1	39.3	2364	5629
12	Locked	QAM256	36	651.0	6.1	39.3	2492	5286
13	Locked	QAM256	37	657.0	6.1	39.3	2401	4936
14	Locked	QAM256	38	663.0	6.2	39.3	2138	4215
15	Locked	QAM256	39	669.0	6.1	39.3	2218	4958
16	Locked	QAM256	40	675.0	6.0	38.3	2210	4673
Total	 	 	 	 	 	 	41565	84129
Upstream Bonded Channels		 	
  
   Channel	Lock Status	Channel Type	Channel ID	Symb. Rate (Ksym/sec)	Freq. (MHz)	Pwr (dBmV)
1	Locked	ATDMA	2	5120	29.2	40.5
2	Locked	ATDMA	1	5120	35.7	40.5
3	Locked	ATDMA	3	5120	22.7	41.0
4	Locked	ATDMA	4	5120	16.2	40.5

Event log

 Log		 	
  
 Time 	 Priority 	 Description 
Wed Sep 23 10:59:02 2020  	Critical (3) 	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 10:59:05 2020  	Critical (3) 	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 10:59:14 2020  	Critical (3) 	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 10:59:29 2020  	Critical (3) 	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 10:59:38 2020  	Critical (3) 	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 10:59:49 2020  	Critical (3) 	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 11:00:22 2020  	Critical (3) 	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 11:00:25 2020  	Critical (3) 	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 11:00:34 2020  	Critical (3) 	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 11:00:49 2020  	Critical (3) 	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 11:00:58 2020  	Critical (3) 	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 11:01:10 2020  	Critical (3) 	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 11:01:42 2020  	Critical (3) 	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 11:01:45 2020  	Critical (3) 	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 11:01:54 2020  	Critical (3) 	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 11:02:10 2020  	Critical (3) 	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 11:02:18 2020  	Critical (3) 	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 11:02:30 2020  	Critical (3) 	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 11:03:02 2020  	Critical (3) 	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 11:03:05 2020  	Critical (3) 	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 11:03:15 2020  	Critical (3) 	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 11:03:30 2020  	Critical (3) 	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 11:03:37 2020  	Critical (3) 	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 11:03:50 2020  	Critical (3) 	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 11:04:22 2020  	Critical (3) 	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 11:04:25 2020  	Critical (3) 	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 11:04:30 2020  	Warning (5) 	Dynamic Range Window violation 
Wed Sep 23 11:04:35 2020  	Critical (3) 	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 11:04:54 2020  	Warning (5) 	Dynamic Range Window violation 
Wed Sep 23 11:04:55 2020  	Critical (3) 	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; 
Wed Sep 23 11:04:57 2020  	Warning (5) 	Dynamic Range Window violation 
Wed Sep 23 11:04:57 2020  	Critical (3) 	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0;

Thanks

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0

TandemPanda

Frequent Visitor

 • 

5 Messages

4 years ago

@EG 

Just wanted to circle back to this post since last time. My internet connectivity issues are still not resolved, and from what I can tell, nothing has been attempted to resolve it either. Please help.

 

The Comcast employee @ComcastAmir who originally responded and was working with me to resolve my connectivity issues has not gotten back to me since September 1st, which is now well over a month ago. That was only their second reply in our conversation on my issues, which I felt didn't really end up going anywhere, with simply having me reboot the modem and try running a speed test (we had already determined on this post that did not fix anything) and saying my issues could be related to the line or tap outside my house (again, something we had already determined in this post). I privately messaged again after about 2 weeks of no response, asking if he had any new information after "looking into the issue", but I have still not received a response.

 

I am hoping there may be another employee or technician that can pick up with me on this issue. I have been having A LOT of disconnects lately (2-10 minutes at a time, as frequently as at least once every 15 minutes some days) and it has been increasingly frustrating trying to do everything from working from home and taking work calls/chats, to watching videos/streaming or playing games and being penalized for disconnecting.

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EG

Expert

 • 

106.9K Messages

4 years ago

I'm going to try to re-escalate this. Good luck !

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XfinityJoeTru

Official Employee

 • 

7K Messages

4 years ago

Hi TandemPanda. Apologies your issue persists and for our delay in getting back to you. I can pick up from here and further assist with getting your internet connectivity issue resolved. Please reach out to me via private message and include your full name and service address so I can begin assisting you. To send a private message: click my name (ComcastJoeTru) to view my profile. Then click the link that says "Send a message" and there you can private message me. 

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CJMitsuki

New Poster

 • 

1 Message

4 years ago

@Zjfisher23 Im afraid you have a modem that uses the TI PUMA5 chipset and while not nearly as bad as the notorious Intel PUMA 6 it was still cheaply made and had numerous security flaws.  Many would die after a month and some would last a year.  It was a roll of the dice with the PUMA 5 unlike its successor the PUMA 6 that will fail on you no matter what.  There is currently a class action suit going on with the PUMA 6 and the manufacturers know its a problem but ARRIS, HITRON, LINKSYS, NETGEAR, and yes, even XFinity still use them.  For example, the XB6-A(ARRIS TG3482G) has a PUMA 6 which should be avoided like the plague. But the similar XB6-T(Technicolor) carries a Broadcom chipset and doesnt suffer from the same flaws as the Intel chipset in the XB6-A.  The XB3 (ARRIS TG1682G, Cisco DPC3939, Cisco DPC3941T) all three variations carry that PUMA 6 as well.  If you elect to take one of the Xfinity modems when you replace your current model dont accept anything but the XB6 that is a Technicolor.  Im going to assume you will get your own to avoid the rental fee though so I will pass this link Intel Puma 6 Modem List  to you so you wont end up buying one of the known bad models and there are quite a few.  With that being said, you should still do your due diligence and make sure you buy a modem with a Broadcom chipset.  You will be glad you did because those PUMAs have made a bad name for many modems still on the market right now and continue to knowingly sell them even as class action lawsuits have started to pop up.  All I ask is that if you follow my advice and it helps you that you will pass this information to others so more can be educated on some of these bad practices by Intel as well as the manufacturers that continue to put them in devices to rip their consumers off and ignore the whistleblowers and bury reviews on Amazon by having the reviews cover 15 different models so there will be 10,000+ Reviews trying to drown out the minority trying to warn others. 

    I was educated the hard way when I bought an Arris SBG7600AC2 which is 200$ and it didnt last a month before I was getting configuration corruption, constant reboots and latency spikes and many other odd errors and problems.  Thankfully I was within the window but if 2 more days had passed I wouldve been unable to get a refund from Amazon.

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Mynok

New Poster

 • 

3 Messages

4 years ago

Hi, we've been having the same problem for a few months now.  The xfinity team techs have been very friendly in trying to troubleshoot for us to the extent of even replacing over 1000 feet of the original coax cable on the poles outside the house.  Up until June, we had no issues, but the techs have been unable to solve the problem.  I did replace my modem yesterday in an attempt to solve the problem.  The new modem is a Motorola MB7420, but the problem is still occurring.  I'm at wit's end here as just like others have said, we're trying to do school and work through this.  After this message, I'll post my event logs and current status.  Any help anyone can provide would be much appreciated!

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