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Intermittent, Frequent loss of upstream/downstream signals
For the past 8 weeks or so, I've been having intermittent connection issues to Comcast/Xfinity.
It seemed to coincide with the seasonal changes here in Minnesota from Winter to Spring. Melting snow, rain, etc. After the first couple of outages, I figured it'd clear up. Sadly no. Service will drop about 15 times during the week. Sometimes I'll go two days without issue. Other days, it'll drop a few times in one day. Sometimes service will restart by itself. Other times I'll reset my cable modem, an Arris SBV2402. I also have voice service from Xfinity.
When service drops, I'm still able to get to the web status pages from the Arris cable modem. When service is down, I'll see 0 connected downstream or upstream channels. If I'm home and available, I'll press the reset button, and after a few minutes the cable modem will restart and all channels will re-connect.
During one of the outages I walked to the green Comcast pedestal and noticed the cover was halfway off, and the pedestal was mostly filled with water and dirt. I re-seated the cover as best I could.
The cable between the pedestal and my house is buried. It surfaces at a connection point on the side of my garage, and from there, is another buried line to the rear of my house where it enters the basement. From there, there is one splitter (Commscope SV-3G) before the segment that goes to my cable modem.
At this stage, I don't know if the issue is my cable modem, or the connection to Comcast. If it is the cable modem, it must be in the RF section, as when I lose internet connectivity, I can still connect to the cable modem via IP address. Looking at the RF stats, it seems upstream Power might be a little "hot," but not sure if that is related. Also not sure of next best troubleshooting steps.
Thanks!
John
Thanks!
John
Status Info below:
Downstream
| DCID | Freq | Power | SNR | Modulation | Octets | Correcteds | Uncorrectables | |
| Downstream 1 | 28 | 567.00 MHz | -3.40 dBmV | 40.95 dB | 256QAM | 357551286 | 0 | 0 |
| Downstream 2 | 21 | 525.00 MHz | -3.60 dBmV | 40.95 dB | 256QAM | 295094430 | 21 | 0 |
| Downstream 3 | 22 | 531.00 MHz | -3.90 dBmV | 40.95 dB | 256QAM | 291675742 | 0 | 0 |
| Downstream 4 | 23 | 537.00 MHz | -3.90 dBmV | 40.37 dB | 256QAM | 291303617 | 0 | 0 |
| Downstream 5 | 24 | 543.00 MHz | -4.10 dBmV | 40.95 dB | 256QAM | 290513804 | 0 | 0 |
| Downstream 6 | 25 | 549.00 MHz | -4.00 dBmV | 40.37 dB | 256QAM | 363746720 | 0 | 0 |
| Downstream 7 | 26 | 555.00 MHz | -3.60 dBmV | 40.37 dB | 256QAM | 362727010 | 0 | 0 |
| Downstream 8 | 27 | 561.00 MHz | -3.50 dBmV | 40.95 dB | 256QAM | 383405981 | 0 | 0 |
| Downstream 9 | 29 | 573.00 MHz | -3.40 dBmV | 40.95 dB | 256QAM | 374212421 | 0 | 0 |
| Downstream 10 | 30 | 579.00 MHz | -3.10 dBmV | 40.37 dB | 256QAM | 374435188 | 0 | 0 |
| Downstream 11 | 31 | 585.00 MHz | -3.20 dBmV | 40.37 dB | 256QAM | 324587199 | 0 | 0 |
| Downstream 12 | 32 | 591.00 MHz | -3.10 dBmV | 40.95 dB | 256QAM | 322726100 | 0 | 0 |
| Downstream 13 | 33 | 597.00 MHz | -2.80 dBmV | 40.37 dB | 256QAM | 336085044 | 0 | 0 |
| Downstream 14 | 34 | 603.00 MHz | -2.90 dBmV | 40.37 dB | 256QAM | 347444081 | 0 | 0 |
| Downstream 15 | 35 | 609.00 MHz | -3.10 dBmV | 40.37 dB | 256QAM | 338115337 | 0 | 0 |
| Downstream 16 | 36 | 615.00 MHz | -3.00 dBmV | 40.37 dB | 256QAM | 244874754 | 0 | 0 |
| Downstream 17 | 37 | 621.00 MHz | -3.00 dBmV | 40.95 dB | 256QAM | 342585731 | 0 | 0 |
| Downstream 18 | 38 | 627.00 MHz | -3.10 dBmV | 40.37 dB | 256QAM | 341717473 | 0 | 0 |
| Downstream 19 | 39 | 633.00 MHz | -3.20 dBmV | 40.37 dB | 256QAM | 398659443 | 0 | 0 |
| Downstream 20 | 40 | 639.00 MHz | -3.40 dBmV | 40.37 dB | 256QAM | 398475533 | 0 | 0 |
| Downstream 21 | 41 | 645.00 MHz | -3.50 dBmV | 40.95 dB | 256QAM | 398174552 | 0 | 0 |
| Downstream 22 | 42 | 651.00 MHz | -3.30 dBmV | 40.95 dB | 256QAM | 398934788 | 0 | 0 |
| Downstream 23 | 43 | 657.00 MHz | -3.60 dBmV | 40.95 dB | 256QAM | 398941505 | 0 | 0 |
| Downstream 24 | 44 | 663.00 MHz | -4.00 dBmV | 40.37 dB | 256QAM | 279858577 | 0 | 0 |
Upstream
| UCID | Freq | Power | Channel Type | Symbol Rate | Modulation | |
| Upstream 1 | 4 | 16.40 MHz | 51.50 dBmV | DOCSIS2.0 (ATDMA) | 5120 kSym/s | 64QAM |
| Upstream 2 | 6 | 10.40 MHz | 50.71 dBmV | DOCSIS2.0 (ATDMA) | 2560 kSym/s | 16QAM |
| Upstream 3 | 5 | 40.40 MHz | 53.75 dBmV | DOCSIS2.0 (ATDMA) | 2560 kSym/s | 64QAM |
| Upstream 4 | 1 | 35.60 MHz | 53.25 dBmV | DOCSIS2.0 (ATDMA) | 5120 kSym/s | 64QAM |
| Upstream 5 | 3 | 22.80 MHz | 52.25 dBmV | DOCSIS2.0 (ATDMA) | 5120 kSym/s | 64QAM |
| Upstream 6 | 2 | 29.20 MHz | 52.25 dBmV | DOCSIS2.0 (ATDMA) | 5120 kSym/s | 64QAM |
| Status |
| System Uptime: | 0 d: 10 h: 09 m |
| Computers Detected: | staticCPE(1), dynamicCPE(1) |
| CM Status: | Telephony-Reg Complete |
| Time and Date: | Wed 2022-05-18 20:16:57 |
| Interface Parameters |
| Interface Name | Provisioned | State | Speed (Mbps) | MAC address |
| LAN | Enabled | Up | 1000(Full) | 14:C0:3E:**:**:** |
| CABLE | Enabled | Up | ----- | 14:C0:3E:**:**:** |
| MTA | Pass | Up | ----- | 14:C0:3E:**:**:** |
| DOCSIS(CM) Events |
| Date Time | Event ID | Event Level | Description |
| 5/16/2022 8:10 | 84000700 | 5 | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 5/16/2022 8:27 | 82000200 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 5/16/2022 14:39 | 84000700 | 5 | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 5/16/2022 14:45 | 82000200 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 5/17/2022 4:12 | 73050200 | 6 | Received REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 5/17/2022 4:13 | 82000700 | 3 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 5/17/2022 4:13 | 82000200 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 5/17/2022 9:44 | 67070100 | 4 | DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 5/17/2022 9:44 | 82000200 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 5/17/2022 9:45 | 82000400 | 3 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 1/1/1970 0:01 | 82000200 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 1/1/1970 0:01 | 82000400 | 3 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 1/1/1970 0:02 | 82000200 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 1/1/1970 0:02 | 82000400 | 3 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 1/1/1970 0:03 | 82000200 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 1/1/1970 0:03 | 82000400 | 3 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 1/1/1970 0:04 | 82000200 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 5/18/2022 10:04 | 82000400 | 3 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 5/18/2022 10:07 | 84000700 | 5 | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 5/18/2022 10:53 | 82000200 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| PacketCable(MTA) Events |
| Date Time | Event ID | Description |
| 5/14/2022 7:24 | 65535 | Port Shutdown Procedure Applied to Line 2 |
| 5/14/2022 7:24 | 3 | Voice Line State Change, Line Number = 2, Prev State = IS, New State = OOS |
| 5/14/2022 22:16 | 16 | MTA TFTP: Successful |
| 5/14/2022 22:16 | 26 | MTA PROV: Successful! |
| 5/14/2022 22:16 | 3 | Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS |
| 5/14/2022 22:16 | 3 | Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS |
| 5/14/2022 22:17 | 65535 | Port Shutdown Procedure Applied to Line 2 |
| 5/14/2022 22:17 | 3 | Voice Line State Change, Line Number = 2, Prev State = IS, New State = OOS |
| 5/15/2022 7:48 | 16 | MTA TFTP: Successful |
| 5/15/2022 7:48 | 26 | MTA PROV: Successful! |
| 5/15/2022 7:48 | 3 | Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS |
| 5/15/2022 7:48 | 3 | Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS |
| 5/15/2022 7:48 | 65535 | Port Shutdown Procedure Applied to Line 2 |
| 5/15/2022 7:48 | 3 | Voice Line State Change, Line Number = 2, Prev State = IS, New State = OOS |
| 5/17/2022 4:15 | 16 | MTA TFTP: Successful |
| 5/17/2022 4:15 | 26 | MTA PROV: Successful! |
| 5/17/2022 4:15 | 3 | Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS |
| 5/17/2022 4:15 | 3 | Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS |
| 5/17/2022 4:16 | 65535 | Port Shutdown Procedure Applied to Line 2 |
| 5/17/2022 4:16 | 3 | Voice Line State Change, Line Number = 2, Prev State = IS, New State = OOS |
| 5/17/2022 9:51 | 16 | MTA TFTP: Successful |
| 5/17/2022 9:51 | 26 | MTA PROV: Successful! |
| 5/17/2022 9:51 | 3 | Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS |
| 5/17/2022 9:51 | 3 | Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS |
| 5/17/2022 9:52 | 65535 | Port Shutdown Procedure Applied to Line 2 |
| 5/17/2022 9:52 | 3 | Voice Line State Change, Line Number = 2, Prev State = IS, New State = OOS |
| 5/18/2022 10:09 | 16 | MTA TFTP: Successful |
| 5/18/2022 10:09 | 26 | MTA PROV: Successful! |
| 5/18/2022 10:09 | 3 | Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS |
| 5/18/2022 10:09 | 3 | Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS |
| 5/18/2022 10:09 | 65535 | Port Shutdown Procedure Applied to Line 2 |
| 5/18/2022 10:09 | 3 | Voice Line State Change, Line Number = 2, Prev State = IS, New State = OOS |
Accepted Solution
BruceW
Gold Problem Solver
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26.3K Messages
3 years ago
That looks a lot better. Hope it holds for you!
0
BruceW
Gold Problem Solver
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26.3K Messages
3 years ago
It very likely is. The upstream power is borderline/too high and indicates that the modem is having trouble getting a signal back to Comcast. Network connection problems like this are often due to poor coax connections or damaged coax cable, usually in or near your home.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit ($70-$100) unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
(edited)
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JohnnyOCFII
Frequent Visitor
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13 Messages
3 years ago
Thanks BruceW. I can try replacing the one Commscope splitter in my home, but outside of that, I think I'll need to reach out to Comcast, as everything else is buried outside my home.
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JohnnyOCFII
Frequent Visitor
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13 Messages
3 years ago
Since we recently dropped CATV service, I was able to remove the splitter and replace with a simple RG6 Coax connector. It modified power as you suggested, BruceW, and is now in range. Let's hope that resolves the issue!
Here's the current results:
Downstream
Upstream
3
0