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Mike_S_06478
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Sunday, September 29th, 2024

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Frequent Loss of Internet Connection

I've been a Xfinity internet customer at this location for 11 years. Over the past few months, we have been experiencing brief internet connection losses several times a day. The losses last a few minutes then everything is working fine again.

Our Internet Hardware:

  • Motorola MB8611 Modem. Installed in September 2023.
  • Ubiquiti USG-3P Security Gateway
  • Ubiquiti US-48-500W 48 Port PoE Switch
  • Ubiquiti UAP-AC-Pro wireless access points (3)

Our home is hard wired with CAT-6. Anything that can be hard wired is. 

Devices on which we are experiencing Internet connection loss:

  • Roku - Connected via LAN, Rack Mounted very close to switch, gateway and modem
  • HEOS Drive Streaming Audio - Connected via LAN, Rack Mounted very close to switch, gateway and modem
  • Apple TV - Connected via LAN, in Master Bedroom
  • Visio Smart TV - Connected via LAN, in Master Bedroom
  • Office PC - Connected via LAN
  • Office Laptop - Connected to docking station with LAN connection
  • Portable devices (iPhone, iPads) connected via Wi-Fi
  • etc....

I just experience a connection loss a little while ago, which prompted me to finally reach out for help. 

I logged into my modem to see if I could find any clues. It appears my Connection Up Time now reflects the approximate time since my last connection loss, suggesting the problem is between the modem and Xfinity.

Connection
   Startup Sequence    
   Startup Step Status Comment

  
   Acquire Downstream Channel 525000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational

  
   Configuration File OK
  
   Security Enabled BPI+
  


   Connection Status    
   System Up Time 0 days 00h:39m:26s  
  
   Network Access Allowed  
  

If I view my Event Log, there are many events:

Time    Priority    Description 
    17:18:40
Fri Sep 27 2024		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    17:19:01
Fri Sep 27 2024		   Critical (3)   Unicast Ranging Received Abort Response - Re-initializing [Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    17:19:54
Fri Sep 27 2024		   Critical (3)   No Ranging Response received - T3 time-out;[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    17:20:22
Fri Sep 27 2024		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    17:20:52
Fri Sep 27 2024		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    17:23:08
Fri Sep 27 2024		   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    17:23:35
Fri Sep 27 2024		   Critical (3)   No Ranging Response received - T3 time-out;[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    17:23:53
Fri Sep 27 2024		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    17:24:23
Fri Sep 27 2024		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    17:24:47
Fri Sep 27 2024		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    17:24:48
Fri Sep 27 2024		   Critical (3)   Unicast Ranging Received Abort Response - Re-initializing [Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    17:25:57
Fri Sep 27 2024		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    17:26:43
Fri Sep 27 2024		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    17:27:13
Fri Sep 27 2024		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    17:27:23
Fri Sep 27 2024		   Critical (3)   No Ranging Response received - T3 time-out;C[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    17:27:45
Fri Sep 27 2024		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    17:28:15
Fri Sep 27 2024		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    17:28:49
Fri Sep 27 2024		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;C[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    17:29:03
Fri Sep 27 2024		   Critical (3)   DHCP failed - DHCP Solicit sent, No DHCP Advertise received;[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    17:29:36
Fri Sep 27 2024		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    17:30:06
Fri Sep 27 2024		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    17:30:44
Fri Sep 27 2024		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    08:18:45
Sun Sep 29 2024		   Notice (6)   DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    08:18:50
Sun Sep 29 2024		   Warning (5)   REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    08:18:51
Sun Sep 29 2024		   Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;[Edited: "Personal Information"]
;CM-QOS=1.1;CM-VER=3.1;
    08:18:51
Sun Sep 29 2024		   Warning (5)   Dynamic Range Window violation
    08:18:51
Sun Sep 29 2024		   Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    08:18:51
Sun Sep 29 2024		   Warning (5)   Dynamic Range Window violation
    08:18:51
Sun Sep 29 2024		   Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;[Edited: "Personal Information"]
CM-QOS=1.1;CM-VER=3.1;
    08:18:51
Sun Sep 29 2024		   Warning (5)   Dynamic Range Window violation

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7 months ago

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