Visitor
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2 Messages
Intermittent outages
Hello - I have been experiencing intermittent outages for a long while now. The internet goes offline for about 1 or 2 minutes at a time, often multiple times a day.
I have a Motorola MB8611 modem connected to a TP-Link Omada ER7206 router. There are ZERO splitters from the outside connection to the line that feeds the modem inside my house - only a single female to female coax connector to connect the lines (is having NO splitter a problem?).
Every time the internet goes out, the cable modem 'System Up Time' resets, which supposedly indicates how long my cable modem has been connected to the internet. This leads me to believe that it isn't a router issue, since the cable modem itself is losing connectivity.
I had an outage yesterday, these are the entries found in the Event Log of my modem:
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
09:48:08 Sun Mar 17 2024 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
10:22:42 Sun Mar 17 2024 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];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
15:46:08 Sun Mar 17 2024 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
15:46:14 Sun Mar 17 2024 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
I THINK my modem signals are in spec:
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Any suggestions would greatly be appreciated!
Thanks!
Paul
BruceW
Gold Problem Solver
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26.4K Messages
1 year ago
Splitters add possible points of failure, so if you don't need one to connect additional devices, that's A Good Thing.
"Up Time" typically resets, not because of loss of internet as such, but because the modem:
The signal stats you posted are in spec, although the downstream power levels are on the weak side. The large number of correctable errors on the OFDM channel are normal. But the event log entries suggest there is an intermittent problem with the connection between the modem and Comcast's network, or less likely, a problem further upstream. Network connection problems are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector can cause signal problems as well.
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 and an employee does not respond to your message here, 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 (approx $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 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.
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