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user_036b4b
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Monday, September 18th, 2023 2:28 AM

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intermittent internet disconnects, but fast when it works

I ran the troubleshooting checklist

Xfinity service interruption? no

change in service? no, and it's been working fine for years

Modem compatible? Yes, TM822R (the rest of the system is Ubiquiti and works great. My home wifi is solid even when internet drops.)

Reset equipment? I did, no change.

Check for bad cables, splitters. Everything in the house is good. I have one splitter, CommScope SV-2G. However, the utility pole where my cable originates is a snarled mess.

When internet goes out, the modem power light is on, others are off (one might be orange - I have to take a picture). Then the up/down connection lights come on and the internet is back. This has gone on for about a month. I work from home and this makes me unpopular when I host online meetings.

Downstream

DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 44 675.00 MHz 0.13 dBmV 38.98 dB 256QAM 900229190 0 0
Downstream 2 37 633.00 MHz -0.17 dBmV 38.61 dB 256QAM 988654691 0 0
Downstream 3 38 639.00 MHz 0.13 dBmV 38.98 dB 256QAM 988422409 0 0
Downstream 4 39 645.00 MHz -0.18 dBmV 38.26 dB 256QAM 989162454 0 0
Downstream 5 40 651.00 MHz -0.15 dBmV 39.85 dB 256QAM 989558630 0 0
Downstream 6 41 657.00 MHz -0.15 dBmV 39.40 dB 256QAM 952330099 0 0
Downstream 7 42 663.00 MHz -0.03 dBmV 39.40 dB 256QAM 952352377 0 0
Downstream 8 43 669.00 MHz 0.01 dBmV 39.85 dB 256QAM 952375038 0 0
Reset FEC Counters

Upstream

UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 18 22.80 MHz 45.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 20 35.60 MHz 45.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 19 29.20 MHz 45.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 17 16.40 MHz 46.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

 Status
System Uptime: 0 d: 10 h: 57 m
Computers Detected: staticCPE(1), dynamicCPE(1)
CM Status: Telephony-Reg Complete
Time and Date: Sun 2023-09-17 18:44:40

 DOCSIS(CM) Events

Date Time Event ID Event Level Description
9/3/2023 11:43 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
9/4/2023 10:20 82000700 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
9/4/2023 10:20 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
9/4/2023 10:21 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;
9/4/2023 10:27 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
9/4/2023 10:28 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;
9/4/2023 11:55 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
9/5/2023 17:40 82000700 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
9/5/2023 17:40 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
9/7/2023 1:20 84020200 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
9/7/2023 6:11 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
9/7/2023 6:28 82000700 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
9/7/2023 6:28 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
9/7/2023 6:29 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;
9/7/2023 11:17 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
9/7/2023 11:34 82000700 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
9/7/2023 11:34 85010200 5 TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
9/7/2023 12:32 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
9/17/2023 7:48 82000700 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
9/17/2023 7:48 85010200 5 TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 PacketCable(MTA) Events

Date Time Event ID Description
9/17/2023 7:03 3 Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
9/17/2023 7:03 14 Power Supply Telemetry Log - Temperature Alarm Set to 50 C
9/17/2023 7:03 14 Power Supply Telemetry Log - BATTERY MISSING
9/17/2023 7:04 65535 Port Shutdown Procedure Applied to Line 2
9/17/2023 7:04 3 Voice Line State Change, Line Number = 2, Prev State = IS, New State = OOS
1/1/1970 0:00 14 Power Supply Telemetry Log - BATTERY MISSING
9/17/2023 7:12 16 MTA TFTP: Successful
9/17/2023 7:12 26 MTA PROV: Successful!
9/17/2023 7:12 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
9/17/2023 7:12 3 Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
9/17/2023 7:12 14 Power Supply Telemetry Log - Temperature Alarm Set to 50 C
9/17/2023 7:12 14 Power Supply Telemetry Log - BATTERY MISSING
9/17/2023 7:12 65535 Port Shutdown Procedure Applied to Line 2
9/17/2023 7:12 3 Voice Line State Change, Line Number = 2, Prev State = IS, New State = OOS
1/1/1970 0:00 14 Power Supply Telemetry Log - BATTERY MISSING
9/17/2023 7:15 16 MTA TFTP: Successful
9/17/2023 7:15 26 MTA PROV: Successful!
9/17/2023 7:15 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
9/17/2023 7:15 3 Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
9/17/2023 7:15 14 Power Supply Telemetry Log - Temperature Alarm Set to 50 C
9/17/2023 7:15 65535 Port Shutdown Procedure Applied to Line 2
9/17/2023 7:15 3 Voice Line State Change, Line Number = 2, Prev State = IS, New State = OOS
9/17/2023 7:15 14 Power Supply Telemetry Log - BATTERY MISSING
1/1/1970 0:00 14 Power Supply Telemetry Log - BATTERY MISSING
9/17/2023 7:48 16 MTA TFTP: Successful
9/17/2023 7:48 26 MTA PROV: Successful!
9/17/2023 7:48 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
9/17/2023 7:48 3 Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
9/17/2023 7:48 14 Power Supply Telemetry Log - Temperature Alarm Set to 50 C
9/17/2023 7:48 14 Power Supply Telemetry Log - BATTERY MISSING
9/17/2023 7:48 65535 Port Shutdown Procedure Applied to Line 2
9/17/2023 7:48 3 Voice Line State Change, Line Number = 2, Prev State = IS, New State = OOS

Question

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Updated 

2 years ago

 • Edited

102

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XfinityShawn

Official Employee

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2.1K Messages

2 years ago

@user_036b4b Our team can help you with your internet issues today. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
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

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EG

Expert

 • 

115.3K Messages

2 years ago

@user_036b4b @XfinityShawn 

Please circle back here and post any possible solutions for the issue here in these open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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