Visitor
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3 Messages
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 | ||||||||||||||||||||||||||||||||||||||||||||
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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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 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; |
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| 08:18:51 Sun Sep 29 2024 |
Warning (5) | Dynamic Range Window violation |
XfinityFrank
Official Employee
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1.1K Messages
3 months ago
Hi there, @Mike_S_06478! Thanks for reaching out to us here on the Community Forum! Having an intermittent connection is never a good time! I would be interested in checking out the signal levels. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address. Thanks!
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EG
Expert
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107.6K Messages
3 months ago
@Mike_S_06478 @XfinityFrank
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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user_5pblbo
1 Message
21 days ago
I'm still having this problem, and it is getting worse. The loss of connection is happening more frequently, sometimes several in one hour. My next-door neighbor shared with me that they are having the same problem with their Xfinity internet.
I have visually inspected my cable connection. It's very simple. The wire comes into my house and is connected to a grounding coupler. There is an RG6 cable that connects from that grounding coupler right to my modem which is inside a grounded electronics rack just a few feet away. The wire is approximately 12 feet long. Both ends have solid connections.
I have called Xfinity and requested a technician visit. I am sharing my details here hoping they may help someone else having this problem.
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