U

Visitor

 • 

3 Messages

Mon, Apr 19, 2021 12:14 AM

Getting frequent dropouts and failures and low power router readings.

Hi Y'all, Many times a day the internet is dropping off, failing. I'm posting a few screenshots of my TP-Link connection status. I followed the cable all around my property to the telephone poll. I tightened the cable to the modem/router comes into the house, and I checked in the outside box. It all looks fine. The cable runs about 150-200 feet total around my neighbor's property. No splitters after the box. Yes the readings keep changing. The connection is failing a lot today and most days recently. I have more pix but the idea is there to see I hope. Thanx.

Responses

Visitor

 • 

3 Messages

1 m ago

If it helps I'm adding the recent System Log. I wish I could attach a pdf document instead but.... here...

System Log

 


Time Priority Description
Sun Apr 18 18:17:04 2021 Warning (5) MDD message timeout;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:01:5c:92:90:5f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 18 17:33:35 2021 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Sun Apr 18 17:33:27 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:00:00:00...
Sun Apr 18 17:33:26 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:00:00:00:00:00;CM-QO...
Sun Apr 18 17:33:25 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:00:00:00...
Sun Apr 18 17:32:53 2021 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=60...
Sun Apr 18 17:32:52 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:01:5c:92...
Sun Apr 18 17:32:50 2021 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=60...
Sun Apr 18 17:32:50 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:01:5c:92...
Sun Apr 18 17:29:34 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:01:5c:92:90:5f;CM-QO...
Sun Apr 18 17:29:33 2021 Warning (5) MDD message timeout;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:01:5c:92:90:5f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 18 17:29:33 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:01:5c:92:90:5f;CM-QO...
Sun Apr 18 17:29:27 2021 Warning (5) MDD message timeout;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:01:5c:92:90:5f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 18 17:29:25 2021 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=60:e3:27:e2:82:f2;CMTS-M...
Sun Apr 18 17:29:23 2021 Warning (5) MDD message timeout;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:01:5c:92:90:5f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 18 17:29:19 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:01:5c:92:90:5f;CM-QO...
Sun Apr 18 17:27:57 2021 Warning (5) MDD message timeout;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:01:5c:92:90:5f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 18 17:27:57 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:01:5c:92:90:5f;CM-QO...
Sun Apr 18 17:27:56 2021 Warning (5) MDD message timeout;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:01:5c:92:90:5f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 18 17:27:45 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:01:5c:92:90:5f;CM-QO...
Sun Apr 18 17:27:36 2021 Warning (5) MDD message timeout;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:01:5c:92:90:5f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 18 17:27:07 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:01:5c:92:90:5f;CM-QO...
Sun Apr 18 17:27:00 2021 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:01:5c:92:90:5f;...
Sun Apr 18 17:18:44 2021 Warning (5) MDD message timeout;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:01:5c:92:90:5f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 18 17:17:08 2021 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=60:e3:27:e2:82:f2;CMTS-M...
Sun Apr 18 17:16:34 2021 Warning (5) MDD message timeout;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:01:5c:92:90:5f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 18 17:16:33 2021 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=60:e3:27:e2:82:f2;CMTS-M...
Sun Apr 18 17:16:28 2021 Warning (5) MDD message timeout;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:01:5c:92:90:5f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 18 17:08:17 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:01:5c:92...
Sun Apr 18 17:08:16 2021 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:01:5c:92:90:5f;...
Sun Apr 18 17:08:12 2021 Warning (5) MDD message timeout;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:01:5c:92:90:5f;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 18 17:08:11 2021 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=60:e3:27:e2:82:f2;CMTS-MAC=00:01:5c:92:90:5f;...
EG

Expert

 • 

86.6K Messages

25 d ago

The upstream power is too high out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


Good luck with it !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Visitor

 • 

3 Messages

Thanks for the reply. There are no splitters except the connection in the home box on the outside of the house which is standard. The cable to the pole is mostly buried but what I did see was seemingly undamaged. Way up top maybe if there's something loose I wouldn't have any way to know. The whole house is wired for coaxial cable but I'm not using any of it except the one direct Comcast cable from the home box on the house and to the router, then a Cat5 router to the wireless, that's it. I'll give each connection I can reach a shot of deoxit and reconnect them tight. BTW those readings for power are negative, as in below zero, I'm pretty sure. 

(edited)

EG

Expert

 • 

86.6K Messages

Yep. The downstream power is low / weak also. This follows suit when there is a poor connection.

If there is nothing that you can do to improve it, then as stated, you'll need a tech out to investigate.

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.


Good luck !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Official Employee

 • 

148 Messages

Hello, @user_27f04a. I hope you are doing well. I wanted to follow up regarding the thread between you and @EG. I understand you were doing some more investigating on your end. How is everything going so far? Have you made any progress or seen any improvement on your end? Let us know if you need additional assistance. We are happy to help. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

New to the Community?

Start Here