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archipelago314
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Friday, July 29th, 2022 7:50 PM

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Intermittent dropping connection

Hello, I'm using an ARRIS SURFboard SBG7400AC2. I bought it brand new a month ago. Setup with Xfinity was a breeze. We have the Performance Pro Internet Plan (300 MB down/10 MB up).

I'm noticing dropped connections many times per day, and when I was gaming yesterday the connection dropped at least a dozen times within a few hours. At first, I was upstairs but had good signal strength, but it was dropping connections. So, I tried setting up my computer as a mobile hotspot and connecting the game system to my PC. Still dropped connections. Then, I moved downstairs around 10 ft away from the router and connected the gaming system to the router. Still dropped the connections. Lastly, I tried plugging in an ethernet cord directly to the game system, still dropped connections. I was the only person using the internet at the time.

When I run connection tests on my PC or gaming system, the speeds look fine. Just having problems with dropped connections. I've noticed it happens on smartphones as well, but not as frequently (I'm assuming because cellular data takes over and smooths the connection).

I've also tried rebooting the router. It hasn't helped. Speed test shown below. The speeds look great, I just need to get to the bottom of all these dropped connections.

Any help or advice is much appreciated.

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2 years ago

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archipelago314

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7 Messages

2 years ago

Date Time Event ID Event Level Description
7/29/2022 13:58 82000200 3 No Ranging Response received - T3 time-out;
7/29/2022 13:59 82000300 3 Ranging Request Retries exhausted
7/29/2022 13:59 82000800 3 16 consecutive T3 timeouts while trying to range on upstream channel 2
7/29/2022 13:59 82000200 3 No Ranging Response received - T3 time-out
7/29/2022 14:00 82000300 3 Ranging Request Retries exhausted
7/29/2022 14:00 82000800 3 16 consecutive T3 timeouts while trying to range on upstream channel 4
7/29/2022 14:00 85010200 5 TCS Partial Service
7/29/2022 14:00 67070100 4 DBC-ACK not received
7/29/2022 14:00 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
7/29/2022 14:18 82000200 3 No Ranging Response received - T3 time-out
7/29/2022 14:23 82000300 3 Ranging Request Retries exhausted
7/29/2022 14:23 82000800 3 16 consecutive T3 timeouts while trying to range on upstream channel 3
7/29/2022 14:23 82000200 3 No Ranging Response received - T3 time-out
7/29/2022 14:24 82000300 3 Ranging Request Retries exhausted
7/29/2022 14:24 82000800 3 16 consecutive T3 timeouts while trying to range on upstream channel 4
7/29/2022 14:24 82000300 3 Ranging Request Retries exhausted
7/29/2022 14:24 82000800 3 16 consecutive T3 timeouts while trying to range on upstream channel 2
7/29/2022 14:24 85010200 5 TCS Partial Service
7/29/2022 14:24 67070100 4 DBC-ACK not received
7/29/2022 14:25 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

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archipelago314

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7 Messages

2 years ago

I've posted the DOCSIS(CM) Events table for more information. There are a lot more numbers and such, but I've redacted them in case they contain personally sensitive info. Here is also the RF Parameters info.

(edited)

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archipelago314

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7 Messages

2 years ago

Lastly here is the hardware and CM State info. Just trying to include everything I can find.

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archipelago314

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7 Messages

2 years ago

Paging @EG 

Thank you in advance!

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XfinitySara

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1.4K Messages

Thank you, @EG. And thank you, @archipelago314, for reaching out to the community with your connectivity concerns! As mentioned, we can definitely take a deeper look into your particular location, equipment, and service. Could you please just send our team a private message with your full name and full address to get started? We can most definitely take a further look at this for you, and see what can be done to resolve it.

 

To send a "Direct (private) Message":
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New Message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

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

2 years ago

EG

Expert

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108K Messages

2 years ago

The signal stats of the channels that are posted at that snapshot in time were good but the device has only one upstream channel locked in. There should be 3 to 6 channels locked in. Noise on the lines somewhere can cause the unbonding of channels. And the error log entries indicate that something is going on. Perhaps there is indeed noise ingress into the line(s) /  an upstream channel / return path impairment somewhere.

There are other signal stat values that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.


You should get a reply here in your topic. Good luck !

(edited)

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archipelago314

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7 Messages

2 years ago

Thank you @EG and @XfinitySara . I've sent a direct message to Xfinity Support as you requested. I will follow up on this topic when final resolution is achieved. Thanks again!

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EG

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108K Messages

2 years ago

Quite welcome !

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archipelago314

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7 Messages

2 years ago

As an update, Xfinity came out and the tech was here for 20 minutes. He said the line had a filter on it which was causing 3 out of the 4 upstream connections to continuously fail. He took the filter off and replaced one other piece that was corroded. The modem immediately went to a green status and from him checking the timeouts, there weren't any more T3 or T4 timeouts. 

So it looks like this problem has been fixed. Marking the topic as case closed.

Thanks @EG and Xfinity for your help in getting this resolved.

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EG

Expert

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108K Messages

2 years ago

Quite welcome ! Hope things hold up for you ! Best of luck with it !

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