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Tuesday, September 12th, 2023 5:03 PM

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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:

  1. All connected devices lose the internet
  2. The cable TV does not go out
  3. The modem connection lights go from blue to green during the loss and the eero’s turn red
  4. About 2 minutes later the connection comes back, the modem goes back to solid blue lights and the eeros go back to white
  5. I am not connecting to a VPN
  6. 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.
  7. There is no rhyme or reason as to when the drops will occur, they are sporadic throughout the day.
  8. 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        

Official Employee

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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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