Visitor
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8 Messages
Internet drop outs and modem restarts
So we started with an Ares SB8200 and after having daily drops for weeks we were finally able to get a technician out. We were told at that time that the modem was fine and there was a problem at the box on the side of our unit. We were told that the box would need to be replaced and another tech would be out that day to completely resolve the issue (we have no idea if it was actually done or not). For about a week though the modem managed to stay online. This week we again started to have problems and we contacted support. We were then told that our modem did not support our 1200mbs plan and it indeed does not. So a quick run to the store and 179.00 later we ended up with a Motorola MB8611. After a quick modem activation the net was back on last night until early this morning where again we are experiencing the problems that we were having before. We have a technician scheduled for tomorrow afternoon but we work from home and my wife's shift starts in the morning. The problem has to be isolated to my unit as my next door neighbor is not having any issues and I am in fact using her Xfinity Wifi open network to write this message.
I don't currently have the signal info but can tell you several channels were getting a ton of errors.
Modem Event Log (Macs removed):
11:09:50
Sun May 1 2022 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
11:10:20
Sun May 1 2022 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=3.1;
11:10:38
Sun May 1 2022 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
11:11:02
Sun May 1 2022 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
11:11:11
Sun May 1 2022 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
11:11:28
Sun May 1 2022 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
11:11:53
Sun May 1 2022 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
11:12:48
Sun May 1 2022 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
11:13:02
Sun May 1 2022 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
11:15:11
Sun May 1 2022 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
11:17:34
Sun May 1 2022 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=3.1;
11:17:38
Sun May 1 2022 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
11:17:38
Sun May 1 2022 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=3.1;
11:17:41
Sun May 1 2022 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
11:17:42
Sun May 1 2022 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=3.1;
11:18:05
Sun May 1 2022 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
11:18:34
Sun May 1 2022 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
11:18:49
Sun May 1 2022 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
11:19:15
Sun May 1 2022 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
11:19:28
Sun May 1 2022 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
11:19:56
Sun May 1 2022 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
11:20:38
Sun May 1 2022 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
11:20:44
Sun May 1 2022 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;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=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Critical (3) No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Critical (3) No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Critical (3) No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
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=3.1;
Time Not Established
Critical (3) No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
EG
Expert
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118.5K Messages
4 years ago
Please also copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.
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CCBrandon1
Problem Solver
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770 Messages
4 years ago
Hello. I know how important it is to have a working service at all times. I can help here! First I wanted to check in with you and see how your recent tech visit went? Were we able to help get you back online?
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user_87b7d1
Visitor
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8 Messages
4 years ago
For a while yes but the issues still persist I am at work at the moment but I will update this when I get home. We are experiencing basically ALL DAY outages with some luck in the evening I will post updated modem levels as soon as I get home as I know my service is currently down and I will most likely have to cycle the modem to try and get it back up. Last night after cycling it and the modem coming back online it ran with no connection errors basically all night. Then in the morning started to develop issues which I have a few screen grabs of. And after I would say about 11-12AM it will drop out completely. This is ongoing and daily. Anyway I will update this post in a bit.
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EG
Expert
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118.5K Messages
4 years ago
The upstream power is too high (already out of spec on channel #5) and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.
Also check the coax cable for any damage such as cuts, nicks, kinks, sharp bends, etc.
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
Good luck with it
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user_87b7d1
Visitor
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8 Messages
4 years ago
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EG
Expert
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118.5K Messages
4 years ago
O/k so did you try any of those tips yet ? The stats are not valid in those latest pics because the modem is still in the process of ranging for channels.
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user_87b7d1
Visitor
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8 Messages
4 years ago
EG I have my third tech visit tomorrow after two modems and never having this problem at my rental checking all the wall plates and and as much of the cable as possible I am out of ideas. Also I understand that the modem cant connect its the lack of the modems ability to connect that is my concern. If I took a two foot cable from this modem and plugged it into the tap I would be presented with the same problems I am currently having. Just going to wait and see what tech 3 has to say. Thanks.
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EG
Expert
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118.5K Messages
4 years ago
If there is nothing more that can be done to improve the connection quality, then you'll need a tech visit as stated.
Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.
Good luck !
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