4 Messages
Internet dropping for ~30 seconds 10 times a day. Error CM-STATUS message sent. Event Type Code: 24 and No Ranging Response received - T3
Hello and thanks in advance for any help! I feel like I'm losing my mind, for the past several months the internet will randomly drop for 30-90 seconds multiple times a day. It kicks me out of any work call. It will come back on its own (I don't have to manually restart modem or router) This happens wired and wireless. I have already checked all connections/removed all splitters.
Had multiple calls with customer service and all they say is everything looks good from their end. Had a tech come out and spend an hour here saying everything looks normal and the only thing he would recommend is renting the Xfinity modem to see if that fixes it.
Currently using Motorola MB8611 DOCSIS 3.1
Any advice/help would be great!
Parkm13
4 Messages
24 days ago
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EG
Expert
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104.1K Messages
24 days ago
The signal status values at that snapshot in time were good / in spec but the error log entries indicate that something is going on. 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 those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
(edited)
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EG
Expert
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104.1K Messages
24 days ago
@Parkm13
Quite welcome !!
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