Visitor
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5 Messages
Intermittent loss of internet - both on WiFi and Motorola MB7621 modem
For about the last three weeks, I have been losing internet connectivity multiple times per day - both using my WiFi router and also when I am connected directly to my modem from my MacOS laptop and not using WiFi.
I had a long chat session with Xfinity support yesterday. Initially, they were not able to send signals to my modem & they were not able to reboot my modem remotely. They sent some signals to my modem thinking that it would solve my issues, but they started up again today.
Today I am able to reboot my modem remotely over 5G using the Xfinity app, but I keep losing connectivity and the Xfinity app will periodically say that my modem is 'Offline' even when it is powered on and all of the lights are solid on. I'll use the Xfinity chatbot to troubleshoot everything, which will get it working again, but only temporarily.
I have checked all of the coax connections (even the connection to the splitter in the crawlspace). There is only one splitter installed (Commscope HomeConnect SV-3G provided by Xfinity tech last year).
The coax cable to my modem is connected to the -7db connector on the splitter (which is where I was told by the Xfinity tech to connect it). The other -3.5db and -7db connectors on the splitter are capped and not in use.
Wifi Router: ASUS RT-AX86U Pro (AX5700 Dual Band)
Modem Model: Motorola MB7621
Hardware Version V1.0
Software Version 7621-5.7.1.10
Modem Event Log:
Fri Jun 30 13:15:55 2023 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 30 13:20:15 2023 Critical (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;
Fri Jun 30 13:35:04 2023 Critical (3) Resetting the cable modem due to docsDevResetNow
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Fri Jun 30 13:52:18 2023 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 30 13:53:50 2023 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 30 13:53:51 2023 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 30 13:55:01 2023 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 30 14:00:36 2023 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 30 14:00:39 2023 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 30 14:00:40 2023 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 30 14:00:41 2023 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 30 14:00:43 2023 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 30 14:03:19 2023 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 30 14:15:34 2023 Critical (3) Resetting the cable modem due to docsDevResetNow
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Fri Jun 30 14:20:36 2023 Critical (3) Resetting the cable modem due to docsDevResetNow
Fri Jun 30 14:32:04 2023 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 30 14:36:24 2023 Critical (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;
Fri Jun 30 14:41:43 2023 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 30 14:46:03 2023 Critical (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;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Fri Jun 30 15:22:10 2023 Warning (5) MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 30 15:30:58 2023 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 30 15:30:58 2023 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 30 15:30:58 2023 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 30 15:32:02 2023 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 30 15:36:22 2023 Critical (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;
Fri Jun 30 15:36:34 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Fri Jun 30 15:36:43 2023 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Fri Jun 30 15:55:24 2023 Warning (5) MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 30 15:56:31 2023 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Up until last week, I had been using a TP-Link AX55 (AX3000) wifi router. It was losing internet connections about 15-20 times per day for several weeks, so I decided to try another manufacturer and bought the ASUS RT-AX86U Pro that I am now using. But the internet connectivity problems do not seem to have been tied to the TP-Link as I'm still having many issues with the ASUS.
Thank you in advance for any assistance anyone can offer.
EG
Expert
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110K Messages
2 years ago
The signal status values at that snapshot in time were OK but the error log entries indicate that something is going on. And there are a fair number of uncorrected bit errors (depending on the total uptime of the modem). Perhaps there is 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 (The Digital Care Team) who 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 the CMTS for those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
(edited)
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XfinityRaul
Official Employee
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1.9K Messages
2 years ago
Hello, @monkeyOAK. I'm sorry to hear you're still having issues with your internet service even after going through all this troubleshooting steps. I would like the opportunity to review your account to see how I can help get this taken cared of once and for all.
In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?
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EG
Expert
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110K Messages
2 years ago
My pleasure @monkeyOAK !
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