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Intermittent Internet Drops
For the past 3 to 4 months, I'm experience at least 3+ internet connection drops a day. My original thought was that my Orbi modem/router was at end of life as it was going on six years old. I purchased an Arris SBG8300 modem/router and still experienced the issue. Next, I replaced the coax cable from the origin point of the house to the modem, this made no difference. I called Xfinity and a tech came out and found no issues but replaced the coax cable I just replaced as he said the one I purchased was no good. The internet drops continue. Another tech came out and stated there were no issues and this one even checked the outside lines and stated he didn't see any ingress/egress. Please note I live in a town home so there are multiple units with cable in the area and we all have our wires coming out of one box and they go to our corresponding home. This tech suggested the modem Arris modem could be defective. So I purchased a Motorola MB8611 Modem and I'm using two eero's, one wired to the modem and the other is located downstairs. I am still experiencing constant internet drops. I even replaced the F-connector and that didn’t help either. The error messages in the event log consist of T3 and T4 timeouts. See below specs and Event Logs. I restated the modem a little over an hour ago and I’ve experienced 3 drops since the restart. I have lost an internet connection 5 times already today – this makes working from home very difficult. Lost the internet twice just when attempting to make this post.
Notes of possible interest:
- All connected devices lose the internet
- The cable TV does not go out
- The modem connection lights go from blue to green during the loss and the eero’s turn red
- About 2 minutes later the connection comes back, the modem goes back to solid blue lights and the eeros go back to white
- I am not connecting to a VPN
- I have no splitters (that I’m aware of), the internet cable pipes into the house directly from a box located 2 units down from mine. The entrance to the house has an f connector and then the coax cable that goes directly to the modem.
- There is no rhyme or reason as to when the drops will occur, they are sporadic throughout the day.
- I noticed that the two most recent modem purchases, the Arris and the Motorola seem to hold Central Time Zone even though I live in an Eastern Time Zone. The Arris modem allowed me to choose a time zone and even when choosing Eastern it would still revert to Central time. The current modem, the Motorola, does not give me an option to update the time. Not sure if this matters but thought it might be worth note.
Startup Sequence | ||||||||
Startup Step | Status | Comment | ||||||
Acquire Downstream Channel | 525000000 Hz | Locked | ||||||
Upstream Connection | OK | Operational | ||||||
Boot State | OK | Operational | ||||||
Configuration File | OK | |||||||
Security | Enabled | BPI+ | ||||||
Connection Status | ||||||||
System Up Time | 0 days 01h:42m:50s | |||||||
Network Access | Allowed | |||||||
Downstream Bonded Channels | ||||||||
Channel | Lock Status | Modulation | Channel ID | Freq. (MHz) | Pwr (dBmV) | SNR (dB) | Corrected | Uncorrected |
1 | Locked | QAM256 | 20 | 525 | 3.8 | 44.1 | 92 | 79 |
2 | Locked | QAM256 | 1 | 393 | 2 | 43.1 | 140 | 85 |
3 | Locked | QAM256 | 2 | 399 | 2.1 | 43.3 | 136 | 60 |
4 | Locked | QAM256 | 3 | 405 | 2 | 43.2 | 154 | 108 |
5 | Locked | QAM256 | 4 | 411 | 2.2 | 43.4 | 95 | 60 |
6 | Locked | QAM256 | 5 | 417 | 2.1 | 43.3 | 95 | 64 |
7 | Locked | QAM256 | 6 | 423 | 2.3 | 43.5 | 112 | 33 |
8 | Locked | QAM256 | 7 | 429 | 2.4 | 43.5 | 113 | 33 |
9 | Locked | QAM256 | 8 | 435 | 2.4 | 43.4 | 128 | 54 |
10 | Locked | QAM256 | 9 | 453 | 2.9 | 43.6 | 91 | 32 |
11 | Locked | QAM256 | 10 | 459 | 2.8 | 43.7 | 116 | 61 |
12 | Locked | QAM256 | 11 | 465 | 3.1 | 43.9 | 121 | 15 |
13 | Locked | QAM256 | 12 | 471 | 3.3 | 43.9 | 69 | 26 |
14 | Locked | QAM256 | 13 | 477 | 3.2 | 44 | 126 | 23 |
15 | Locked | QAM256 | 14 | 483 | 3.7 | 44.2 | 79 | 5 |
16 | Locked | QAM256 | 15 | 489 | 3.7 | 44.2 | 88 | 23 |
17 | Locked | QAM256 | 16 | 495 | 3.7 | 44.1 | 112 | 0 |
18 | Locked | QAM256 | 17 | 507 | 3.5 | 44 | 72 | 12 |
19 | Locked | QAM256 | 18 | 513 | 3.6 | 44 | 55 | 0 |
20 | Locked | QAM256 | 19 | 519 | 3.6 | 43.9 | 80 | 0 |
21 | Locked | QAM256 | 21 | 531 | 3.9 | 44.2 | 55 | 0 |
22 | Locked | QAM256 | 22 | 537 | 4 | 44.2 | 88 | 0 |
23 | Locked | QAM256 | 23 | 543 | 3.9 | 44 | 52 | 0 |
24 | Locked | QAM256 | 24 | 549 | 3.6 | 43.8 | 98 | 65 |
25 | Locked | QAM256 | 25 | 555 | 4.2 | 44.1 | 124 | 71 |
26 | Locked | QAM256 | 26 | 561 | 4.3 | 44 | 129 | 57 |
27 | Locked | QAM256 | 27 | 567 | 4.2 | 44 | 118 | 26 |
28 | Locked | QAM256 | 28 | 573 | 4.7 | 44.1 | 51 | 33 |
29 | Locked | QAM256 | 29 | 579 | 4.7 | 44 | 77 | 34 |
30 | Locked | QAM256 | 30 | 585 | 4.8 | 44 | 59 | 31 |
31 | Locked | QAM256 | 31 | 591 | 4.3 | 43.9 | 56 | 101 |
32 | Locked | QAM256 | 32 | 597 | 4.3 | 43.6 | 73 | 63 |
33 | Locked | OFDM PLC | 193 | 678 | 5 | 44.2 | 32891518 | 0 |
Upstream Bonded Channels | ||||||||
Channel | Lock Status | Channel Type | Channel ID | Symb. Rate (Ksym/sec) | Freq. (MHz) | Pwr (dBmV) | ||
1 | Locked | SC-QAM | 1 | 5120 | 36.5 | 47 | ||
2 | Locked | SC-QAM | 2 | 5120 | 30.1 | 46.5 | ||
3 | Locked | SC-QAM | 3 | 5120 | 23.7 | 46.8 | ||
4 | Locked | SC-QAM | 4 | 5120 | 17.3 | 46.5 |
Event Log | |||||
Time | Priority | Description | |||
10:15:28 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
10:15:28 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
10:15:29 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
10:15:42 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
Time Not Established | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; | |||
Time Not Established | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 | |||
10:20:06 | Notice (6) | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
10:49:21 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
10:50:16 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
10:50:21 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
10:50:21 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
10:50:34 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
10:50:40 | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 | |||
Tue Sep 12 2023 | |||||
10:50:49 | Notice (6) | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
11:22:33 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
11:23:28 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
11:23:29 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
11:23:32 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
11:23:33 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
11:23:33 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
11:23:33 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
11:23:33 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
11:23:46 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
11:23:55 | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 | |||
Tue Sep 12 2023 | |||||
11:24:04 | Notice (6) | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
11:56:30 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
11:57:25 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
11:57:28 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
11:57:30 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
11:57:41 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 | |||||
11:57:45 | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 | |||
Tue Sep 12 2023 | |||||
11:57:53 | Notice (6) | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; | |||
Tue Sep 12 2023 |
XfinityFrank
Official Employee
•
1.5K Messages
2 years ago
Hey there @KeeblerMD ! Sorry to hear about the ongoing connection issue, and thanks for all the great information you provided! I would be interested in taking a look at the modem from this end to see what would be the best way to move forward. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address to get started. Thanks!
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