Intermitted Internet Drop

Service Drops for about 5 seconds consistently every hour or so. Its always breif but is consistent and annoying. I beleive looking at my modems logs the last time I watched it is Event Type Code: 20 when it drops. I have a large CM-STATUS messages all about channel 193.

This has not become an isuee till a few months ago. Before then we never experienced this but has been going on for almost 4 months+. Before that for about 2 years or so perfect service. No hardware changes as far as router or modem.

Effects all devies on the network.

Please advsie and see logs below as well as connection info. I bolded the code 20.

Connection

Startup Sequence

Startup Step	Status	Comment
Acquire Downstream Channel	567000000 Hz	Locked
Upstream Connection	OK	Operational
Boot State	OK	Operational
Configuration File	OK
Security	Enabled	BPI+

Connection Status

System Up Time	0 days 01h:10m:19s
Network Access	Allowed

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Freq. (MHz)	Pwr (dBmV)	SNR (dB)	Corrected	Uncorrected
1	Locked	QAM256	20	567.0	-6.4	42.6	0	0
2	Locked	QAM256	1	447.0	-5.2	43.6	0	0
3	Locked	QAM256	2	453.0	-5.3	43.5	0	0
4	Locked	QAM256	3	459.0	-5.1	43.6	0	0
5	Locked	QAM256	4	465.0	-5.5	43.4	0	0
6	Locked	QAM256	5	471.0	-5.7	43.2	0	0
7	Locked	QAM256	6	477.0	-5.4	43.4	0	0
8	Locked	QAM256	7	483.0	-5.1	43.5	0	0
9	Locked	QAM256	8	489.0	-5.5	43.3	0	0
10	Locked	QAM256	9	495.0	-5.8	43.0	0	0
11	Locked	QAM256	10	507.0	-5.6	43.2	0	0
12	Locked	QAM256	11	513.0	-5.9	43.0	0	0
13	Locked	QAM256	12	519.0	-6.2	42.6	0	0
14	Locked	QAM256	13	525.0	-6.2	42.4	0	0
15	Locked	QAM256	14	531.0	-5.6	43.2	0	0
16	Locked	QAM256	15	537.0	-5.5	43.3	0	0
17	Locked	QAM256	16	543.0	-5.9	43.0	0	0
18	Locked	QAM256	17	549.0	-6.3	42.7	0	0
19	Locked	QAM256	18	555.0	-5.9	42.9	0	0
20	Locked	QAM256	19	561.0	-6.0	42.8	0	0
21	Locked	QAM256	21	573.0	-6.5	42.4	0	0
22	Locked	QAM256	22	579.0	-6.0	42.7	0	0
23	Locked	QAM256	23	585.0	-5.9	42.6	0	0
24	Locked	QAM256	24	591.0	-6.0	42.4	0	0
25	Locked	QAM256	25	597.0	-6.4	42.2	0	0
26	Locked	QAM256	26	603.0	-6.2	42.3	0	0
27	Locked	QAM256	27	609.0	-6.2	42.3	0	0
28	Locked	QAM256	28	615.0	-6.9	41.9	0	0
29	Locked	QAM256	29	621.0	-7.3	40.4	0	0
30	Locked	QAM256	30	627.0	-7.1	38.0	0	0
31	Locked	QAM256	31	633.0	-6.9	38.6	0	0
32	Locked	QAM256	32	639.0	-6.8	38.8	0	0
33	Locked	OFDM PLC	193	762.0	-8.5	38.6	95392465	36209

Upstream Bonded Channels

Channel	Lock Status	Channel Type	Channel ID	Symb. Rate (Ksym/sec)	Freq. (MHz)	Pwr (dBmV)
1	Locked	SC-QAM	1	5120	35.6	50.5
2	Locked	SC-QAM	2	5120	29.2	50.8
3	Locked	SC-QAM	3	5120	22.8	51.0
4	Locked	SC-QAM	4	5120	16.4	51.5
5	Locked	SC-QAM	5	1280	39.6	47.3

Event Log

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Responses

Accepted Solution

EG

Expert

•

110.3K Messages

2 years ago

@Johnnyvp5050

Please redact all of the CM MAC and the CMTS MAC addresses in your error log entries for your privacy. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically. It flagged your post as "Private".

That said. The upstream power is too high and it may be intermittently fluctuating even higher out of spec. The downstream power is on the low / weak side as well. 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, abrasions, 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 !

(edited)

0

J

Johnnyvp5050

Visitor

•

3 Messages

2 years ago

I have a Motorolla MB8600 modem and a Netgear R7400 router

0

J

Johnnyvp5050

Visitor

•

3 Messages

2 years ago

Here is with more uptime...

Connection

Startup Sequence

Startup Step	Status	Comment
Acquire Downstream Channel	567000000 Hz	Locked
Upstream Connection	OK	Operational
Boot State	OK	Operational
Configuration File	OK
Security	Enabled	BPI+

Connection Status

System Up Time	0 days 01h:52m:19s
Network Access	Allowed

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Freq. (MHz)	Pwr (dBmV)	SNR (dB)	Corrected	Uncorrected
1	Locked	QAM256	20	567.0	-6.3	42.5	745	2337
2	Locked	QAM256	1	447.0	-5.2	43.7	732	2657
3	Locked	QAM256	2	453.0	-5.3	43.4	870	3215
4	Locked	QAM256	3	459.0	-5.1	43.6	854	3509
5	Locked	QAM256	4	465.0	-5.4	43.4	790	2898
6	Locked	QAM256	5	471.0	-5.7	43.3	798	2697
7	Locked	QAM256	6	477.0	-5.3	43.4	812	3355
8	Locked	QAM256	7	483.0	-5.1	43.5	974	3599
9	Locked	QAM256	8	489.0	-5.5	43.3	927	2957
10	Locked	QAM256	9	495.0	-5.8	43.2	801	2773
11	Locked	QAM256	10	507.0	-5.5	43.2	922	3296
12	Locked	QAM256	11	513.0	-5.9	43.0	738	2543
13	Locked	QAM256	12	519.0	-6.2	42.5	639	1918
14	Locked	QAM256	13	525.0	-6.1	42.5	854	2515
15	Locked	QAM256	14	531.0	-5.5	43.0	862	2756
16	Locked	QAM256	15	537.0	-5.5	43.2	744	2532
17	Locked	QAM256	16	543.0	-5.9	43.0	689	2540
18	Locked	QAM256	17	549.0	-6.3	42.8	923	3312
19	Locked	QAM256	18	555.0	-5.9	43.0	1063	3506
20	Locked	QAM256	19	561.0	-6.0	42.8	810	2729
21	Locked	QAM256	21	573.0	-6.5	42.3	858	2660
22	Locked	QAM256	22	579.0	-6.0	42.6	768	2286
23	Locked	QAM256	23	585.0	-5.9	42.7	593	1615
24	Locked	QAM256	24	591.0	-6.0	42.6	523	1507
25	Locked	QAM256	25	597.0	-6.3	42.1	778	2292
26	Locked	QAM256	26	603.0	-6.1	42.2	878	2887
27	Locked	QAM256	27	609.0	-6.2	42.4	820	2715
28	Locked	QAM256	28	615.0	-6.9	41.9	758	2434
29	Locked	QAM256	29	621.0	-7.3	41.4	907	3040
30	Locked	QAM256	30	627.0	-7.0	41.3	856	3032
31	Locked	QAM256	31	633.0	-6.9	40.6	625	2028
32	Locked	QAM256	32	639.0	-6.7	41.4	437	1416
33	Locked	OFDM PLC	193	762.0	-8.5	39.0	146829263	43948

Upstream Bonded Channels

Channel	Lock Status	Channel Type	Channel ID	Symb. Rate (Ksym/sec)	Freq. (MHz)	Pwr (dBmV)
1	Locked	SC-QAM	1	5120	35.6	50.5
2	Locked	SC-QAM	2	5120	29.2	50.8
3	Locked	SC-QAM	3	5120	22.8	51.0
4	Locked	SC-QAM	4	5120	16.4	51.5
5	Locked	SC-QAM	5	1280	39.6	47.3

1

0

XfinityAmandaB

Official Employee

•

2.2K Messages

@Johnnyvp5050 Thank you so much for your post on help with your connection issues. Taking a look at the information you provided @EG is right on point! With the upstream and downstream power issues that would definitely cause the issues, you are describing. Have you by chance gotten to take a look at EG's suggestions?

(edited)

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2 years ago

0

Your Home Network

Johnnyvp5050

Intermitted Internet Drop

EG

Johnnyvp5050

Johnnyvp5050

XfinityAmandaB

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