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hjsohn
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3 Messages

Monday, July 25th, 2022 6:25 AM

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Home internet randomly losing connection and modem restarting.

Hello - I have been having an issue where my internet would intermittently stop working a few times a day. When the connection is lost, the modem restarts on its own. I have included my event log and the connection status page for your reference. Please let me know if you need additional information on my end. Thank you in advance.

Modem: Motorola MB8611

Event Log - after internet lost connection recently

Event Log

 


  

   

Time 

 

Priority 

 

Description 

   

21:29:13
Sun Jul 24 2022

 

Critical (3)

 

TFTP failed - Request sent - No Response;CM-MAC=Personal Info;CMTS-MAC=Personal Info;CM-QOS=1.1;CM-VER=3.1;

   

21:29:13
Sun Jul 24 2022

 

Critical (3)

 

TFTP Request Retries exceeded, CM unable to register

   

21:29:20
Sun Jul 24 2022

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=Personal Info;CMTS-MAC=Personal Info;CM-QOS=1.1;CM-VER=3.1;

   

21:30:06
Sun Jul 24 2022

 

Critical (3)

 

TFTP failed - Request sent - No Response;CM-MAC=Personal Info;CMTS-MAC=Personal Info;CM-QOS=1.1;CM-VER=3.1;

   

21:30:06
Sun Jul 24 2022

 

Critical (3)

 

TFTP Request Retries exceeded, CM unable to register

   

21:30:13
Sun Jul 24 2022

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=Personal Info;CMTS-MAC=Personal Info;CM-QOS=1.1;CM-VER=3.1;

   

21:30:59
Sun Jul 24 2022

 

Critical (3)

 

TFTP failed - Request sent - No Response;CM-MAC=Personal Info;CMTS-MAC=Personal Info;CM-QOS=1.1;CM-VER=3.1;

   

21:30:59
Sun Jul 24 2022

 

Critical (3)

 

TFTP Request Retries exceeded, CM unable to register

   

21:31:07
Sun Jul 24 2022

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=Personal Info;CMTS-MAC=Personal Info;CM-QOS=1.1;CM-VER=3.1;

   

21:31:52
Sun Jul 24 2022

 

Critical (3)

 

TFTP failed - Request sent - No Response;CM-MAC=Personal Info;CMTS-MAC=Personal Info;CM-QOS=1.1;CM-VER=3.1;

   

21:31:52
Sun Jul 24 2022

 

Critical (3)

 

TFTP Request Retries exceeded, CM unable to register

   

21:31:59
Sun Jul 24 2022

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=Personal Info;CMTS-MAC=Personal Info;CM-QOS=1.1;CM-VER=3.1;

   

21:32:47
Sun Jul 24 2022

 

Critical (3)

 

TFTP failed - Request sent - No Response;CM-MAC=Personal Info;CMTS-MAC=Personal Info;CM-QOS=1.1;CM-VER=3.1;

   

21:32:47
Sun Jul 24 2022

 

Critical (3)

 

TFTP Request Retries exceeded, CM unable to register

   

21:32:55
Sun Jul 24 2022

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=Personal Info;CMTS-MAC=Personal Info;CM-QOS=1.1;CM-VER=3.1;

   

21:33:43
Sun Jul 24 2022

 

Critical (3)

 

TFTP failed - Request sent - No Response;CM-MAC=Personal Info;CMTS-MAC=Personal Info;CM-QOS=1.1;CM-VER=3.1;

   

21:33:43
Sun Jul 24 2022

 

Critical (3)

 

TFTP Request Retries exceeded, CM unable to register

   

21:33:52
Sun Jul 24 2022

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=Personal Info;CMTS-MAC=Personal Info;CM-QOS=1.1;CM-VER=3.1;

   

21:34:38
Sun Jul 24 2022

 

Critical (3)

 

TFTP failed - Request sent - No Response;CM-MAC=Personal Info;CMTS-MAC=Personal Info;CM-QOS=1.1;CM-VER=3.1;

   

21:34:38
Sun Jul 24 2022

 

Critical (3)

 

TFTP Request Retries exceeded, CM unable to register

   

21:34:54
Sun Jul 24 2022

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=Personal Info;CMTS-MAC=Personal Info;CM-QOS=1.1;CM-VER=3.1;

   

21:35:40
Sun Jul 24 2022

 

Critical (3)

 

TFTP failed - Request sent - No Response;CM-MAC=Personal Info;CMTS-MAC=Personal Info;CM-QOS=1.1;CM-VER=3.1;

   

21:35:40
Sun Jul 24 2022

 

Critical (3)

 

TFTP Request Retries exceeded, CM unable to register

   

21:35:48
Sun Jul 24 2022

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=Personal Info;CMTS-MAC=Personal Info;CM-QOS=1.1;CM-VER=3.1;

   

21:36:30
Sun Jul 24 2022

 

Critical (3)

 

TFTP failed - Request sent - No Response;CM-MAC=Personal Info;CMTS-MAC=Personal Info;CM-QOS=1.1;CM-VER=3.1;

   

21:36:31
Sun Jul 24 2022

 

Critical (3)

 

TFTP Request Retries exceeded, CM unable to register

   

Time Not Established

 

Critical (3)

 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=Personal Info;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

   

Time Not Established

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=Personal Info;CMTS-MAC=Personal Info;CM-QOS=1.1;CM-VER=3.1;

   

Time Not Established

 

Critical (3)

 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=Personal Info;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

   

Time Not Established

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=Personal Info;CMTS-MAC=Personal Info;CM-QOS=1.1;CM-VER=3.1;

   

Time Not Established

 

Notice (6)

 

Honoring MDD; IP provisioning mode = IPv6

   

22:09:39
Sun Jul 24 2022

 

Notice (6)

 

DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=Personal Info;CMTS-MAC=Personal Info;CM-QOS=1.1;CM-VER=3.1;

 

Connection Status

Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 20 507.0 -1.3 42.0 0 0
   2 Locked QAM256 17 483.0 -1.0 42.6 0 0
   3 Locked QAM256 18 489.0 -1.2 42.7 0 0
   4 Locked QAM256 19 495.0 -1.2 42.5 0 0
   5 Locked QAM256 21 513.0 -1.5 42.5 0 0
   6 Locked QAM256 22 519.0 -1.5 42.4 0 0
   7 Locked QAM256 23 525.0 -1.6 42.3 0 0
   8 Locked QAM256 24 531.0 -1.3 42.4 0 0
   9 Locked QAM256 25 537.0 -1.4 42.4 0 0
   10 Locked QAM256 26 543.0 -1.1 42.4 0 0
   11 Locked QAM256 27 549.0 -1.1 42.4 0 0
   12 Locked QAM256 28 555.0 -1.2 42.2 0 0
   13 Locked QAM256 29 561.0 -1.3 42.2 0 0
   14 Locked QAM256 30 567.0 -1.3 42.2 0 0
   15 Locked QAM256 31 573.0 -1.2 42.2 0 0
   16 Locked QAM256 32 579.0 -1.0 42.3 0 0
   17 Locked QAM256 33 585.0 -0.9 42.3 0 0
   18 Locked QAM256 34 591.0 -0.9 42.3 0 0
   19 Locked QAM256 35 597.0 -0.7 42.4 0 0
   20 Locked QAM256 36 603.0 -0.8 42.4 0 0
   21 Locked QAM256 37 609.0 -1.0 42.2 0 0
   22 Locked QAM256 38 615.0 -1.0 42.1 0 0
   23 Locked QAM256 39 621.0 -1.1 42.1 0 0
   24 Locked QAM256 40 627.0 -1.4 41.9 0 0
   25 Locked QAM256 41 633.0 -1.6 39.8 0 0
   26 Locked QAM256 42 639.0 -1.9 41.6 0 0
   27 Locked QAM256 43 645.0 -2.2 41.7 0 0
   28 Locked QAM256 44 651.0 -2.7 41.5 0 0
   29 Locked QAM256 45 657.0 -3.1 41.4 0 0
   30 Locked QAM256 46 663.0 -3.3 41.3 0 0
   31 Locked QAM256 47 669.0 -3.4 41.3 0 0
   32 Locked OFDM PLC 48 850.0 -4.7 39.9 13274721 0


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 6 2560 10.4 55.0
   2 Locked SC-QAM 7 5120 16.4 54.8
   3 Locked SC-QAM 8 5120 22.8 54.5
   4 Locked SC-QAM 9 5120 29.2 53.5
   5 Locked SC-QAM 10 5120 35.6 52.8
   6 Locked SC-QAM 12 2560 40.4 52.5

Question

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Updated 

4 years ago

 • Edited

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EG

Expert

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117.7K Messages

4 years 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 !

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hjsohn

Visitor

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3 Messages

@EG​ 

Hello there - thank you for getting back to me. The connection from my modem to the wall does not have any splitters. Thus, I am assuming it is an issue further upstream from my outlet. Based on this, do you recommend I schedule a technician to resolve this issue?

I also changed my modem last week. Do you think it is possible that a defective modem could lead to a high upstream power level issue? I also had a community-wide internet outage that resolved itself after a couple of hours last week which coincided with the installation of my modem which I suspect is an indicator that there may be an upstream issue outside of my home.

Thank you!

4 years ago

0

EG

Expert

 • 

117.7K Messages

4 years ago

@hjsohn 

If there is nothing more that can be done to improve the connection quality, then you'll need a tech visit as stated. 


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. And if the problem is found to be on their side of the demarcation point, there will not be any charge.


Good luck !

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