parag_sehra

New Poster

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3 Messages

Thu, Jul 9, 2020 12:00 PM

Internet connection lost 5-6 times a day

My Internet connection is lost multiple times a day. I tried to connect Xfinity customer service but they only provide help by restarting modem only

I'm using Netgear C6900 and I checked there are a lot of T3 and T4 connection timeout.

Event Logs:

Time	Priority	Description
2020-7-9, 11:19:27	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;
2020-7-9, 11:19:11	Warning (5)	Dynamic Range Window violation
2020-7-9, 11:19:10	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;
2020-7-9, 11:18:50	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;
2020-7-9, 11:18:49	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;
2020-7-9, 11:18:37	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;
2020-7-9, 11:18:29	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;
2020-7-9, 11:18:17	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;
2020-7-9, 11:18:08	Warning (5)	Dynamic Range Window violation
2020-7-9, 11:18:05	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;
2020-7-9, 11:17:48	Warning (5)	Dynamic Range Window violation
2020-7-9, 11:17:45	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;
2020-7-9, 11:17:10	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;
2020-7-9, 11:17:09	Critical (3)	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;
2020-7-9, 11:17:09	Critical (3)	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;
2020-7-9, 11:17:09	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;
2020-7-9, 11:16:57	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;
2020-7-9, 11:16:49	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;
2020-7-9, 11:16:37	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;
2020-7-9, 11:16:28	Warning (5)	Dynamic Range Window violation
2020-7-9, 11:16:25	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;
2020-7-9, 11:16:08	Warning (5)	Dynamic Range Window violation
2020-7-9, 11:16:05	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;
2020-7-9, 11:15:30	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;
2020-7-9, 11:15:29	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;
2020-7-9, 11:15:17	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;
2020-7-9, 11:15:09	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;
2020-7-9, 11:15:09	Critical (3)	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;
2020-7-9, 11:15:09	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;
2020-7-9, 11:14:57	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;
2020-7-9, 11:14:25	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;
2020-7-9, 11:14:10	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;
2020-7-9, 11:13:49	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;
2020-7-9, 11:13:38	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;
2020-7-9, 11:13:29	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;
2020-7-9, 11:13:06	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;
2020-7-9, 11:13:05	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;
2020-7-9, 11:13:05	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;
2020-7-9, 11:13:04	Warning (5)	Dynamic Range Window violation
2020-7-9, 11:13:03	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

Please help me.

Responses

Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?

Is this a WiFi connection ?

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parag_sehra

New Poster

•

3 Messages

10 m ago

Here are details

Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	567000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enabled	BPI+
IP Provisioning Mode	Honor MDD	honorMdd(4)

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	17	567000000 Hz	1.1 dBmV	37.3 dB	1849	1975
2	Locked	QAM256	13	537000000 Hz	1.2 dBmV	37.4 dB	1780	1381
3	Locked	QAM256	14	543000000 Hz	1 dBmV	37.2 dB	1862	1721
4	Locked	QAM256	15	555000000 Hz	0.8 dBmV	37.1 dB	1796	1568
5	Locked	QAM256	16	561000000 Hz	0.8 dBmV	37.1 dB	1798	1552
6	Locked	QAM256	1	459000000 Hz	1.7 dBmV	37.6 dB	1832	1756
7	Locked	QAM256	18	573000000 Hz	0.9 dBmV	37.2 dB	1905	1696
8	Locked	QAM256	19	579000000 Hz	1 dBmV	37.2 dB	1803	1718
9	Locked	QAM256	20	585000000 Hz	0.7 dBmV	36.9 dB	1812	2072
10	Locked	QAM256	22	597000000 Hz	0.6 dBmV	36.7 dB	1866	1823
11	Locked	QAM256	23	603000000 Hz	0.7 dBmV	34.7 dB	1907	1588
12	Locked	QAM256	24	609000000 Hz	0.6 dBmV	36.1 dB	1695	1610
13	Locked	QAM256	2	465000000 Hz	1.7 dBmV	37.6 dB	1809	1895
14	Locked	QAM256	3	471000000 Hz	1.6 dBmV	37.7 dB	1939	2113
15	Locked	QAM256	4	477000000 Hz	1.3 dBmV	37.5 dB	1959	2122
16	Locked	QAM256	5	483000000 Hz	1.3 dBmV	37.5 dB	1946	1906
17	Locked	QAM256	6	489000000 Hz	1.3 dBmV	37.8 dB	0	0
18	Locked	QAM256	7	495000000 Hz	1.4 dBmV	37.8 dB	0	0
19	Locked	QAM256	8	501000000 Hz	1.4 dBmV	37.8 dB	0	0
20	Locked	QAM256	9	507000000 Hz	1.1 dBmV	37.5 dB	0	0
21	Locked	QAM256	10	513000000 Hz	1.1 dBmV	37.5 dB	0	0
22	Locked	QAM256	11	525000000 Hz	1.2 dBmV	37.5 dB	0	0
23	Locked	QAM256	12	531000000 Hz	1.2 dBmV	37.7 dB	0	0
24	Locked	QAM256	21	591000000 Hz	0.8 dBmV	36.8 dB	0	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	4	5120 Ksym/sec	36500000 Hz	42.2 dBmV
2	Locked	ATDMA	1	5120 Ksym/sec	17300000 Hz	41.9 dBmV
3	Locked	ATDMA	2	5120 Ksym/sec	23700000 Hz	41.9 dBmV
4	Locked	ATDMA	3	5120 Ksym/sec	30100000 Hz	41.8 dBmV
5	Locked	ATDMA	5	1280 Ksym/sec	41200000 Hz	43.5 dBmV
6	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV

Make Netgear and model C6900

Yes it is a Wifi connection

EG

Expert

•

86.7K Messages

10 m ago

The stats are good. For a test, does a computer hardwired directly to the Netgear device with an ethernet cable have the same problem ?

MButkus

Contributor

•

40 Messages

10 m ago

Have you updated your router's firmware ?
How old is the cable coming into the house. Mine was from the 90's. Was losing connections a lot, tech unplugged the outside wire to the outside connector and water was in the wire. Replaced wire and 8 months later it's still fine.

EG

Expert

•

86.7K Messages

10 m ago

With this test, we are trying to isolate this from being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both. It's a good first step of troubleshooting before we proceed any further.

parag_sehra

New Poster

•

3 Messages

10 m ago

Never tried Ethernet cable. I will monitor from now.

Your Home Network

parag_sehra

Internet connection lost 5-6 times a day

Responses

EG

parag_sehra

EG

MButkus

EG

parag_sehra

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