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roto1151
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7 Messages

Sunday, November 21st, 2021 7:28 PM

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Internet dropping for a few seconds every couple of hours

Currently having issues where my internet would disconnect for a few seconds randomly throughout the day. I noticed it was occurring on multiple devices on either wired or wireless connection.

Question

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Updated 

3 years ago

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6

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roto1151

Visitor

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7 Messages

3 years ago

Forgot to mention but this issue has been started around 3 weeks ago and occurs everyday. I Also made sure all cables including the coaxial cable aren't loose.

0

0

EG

Expert

 • 

110K Messages

3 years ago

What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1 

Please copy all of the text of the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers and paste them into your next post.

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

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user_f925b1

Visitor

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3 Messages

My modem is

Cable Modem

Motorola Corporation SB6141

3 years ago

0

roto1151

Visitor

 • 

7 Messages

3 years ago

I believe this is what was requested. The modem is Netgear CM600.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 441000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv6 only
 
<tabindex=-1>Downstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 4 441000000 Hz 1.1 dBmV 44.4 dB 0 0
2 Locked QAM256 1 423000000 Hz 1.1 dBmV 44.4 dB 0 0
3 Locked QAM256 2 429000000 Hz 1.2 dBmV 44.5 dB 0 0
4 Locked QAM256 3 435000000 Hz 0.9 dBmV 44.2 dB 0 0
5 Locked QAM256 5 447000000 Hz 0.9 dBmV 44.2 dB 0 0
6 Locked QAM256 6 453000000 Hz 1.0 dBmV 44.3 dB 0 0
7 Locked QAM256 7 459000000 Hz 0.7 dBmV 44.1 dB 0 0
8 Locked QAM256 8 465000000 Hz 0.9 dBmV 44.2 dB 0 0
9 Locked QAM256 9 471000000 Hz 0.6 dBmV 44.0 dB 0 0
10 Locked QAM256 10 477000000 Hz 0.8 dBmV 44.0 dB 0 0
11 Locked QAM256 11 483000000 Hz 0.5 dBmV 43.8 dB 0 0
12 Locked QAM256 12 489000000 Hz 0.6 dBmV 43.9 dB 0 0
13 Locked QAM256 13 495000000 Hz 0.3 dBmV 43.6 dB 0 0
14 Locked QAM256 14 507000000 Hz 0.4 dBmV 38.4 dB 0 0
15 Locked QAM256 15 513000000 Hz 0.4 dBmV 43.7 dB 0 0
16 Locked QAM256 16 519000000 Hz 0.2 dBmV 43.5 dB 0 0
17 Locked QAM256 17 525000000 Hz 0.3 dBmV 43.9 dB 0 0
18 Locked QAM256 18 531000000 Hz 0.2 dBmV 43.8 dB 0 0
19 Locked QAM256 19 543000000 Hz 0.1 dBmV 43.5 dB 0 0
20 Locked QAM256 20 549000000 Hz 0.1 dBmV 43.2 dB 0 0
21 Locked QAM256 21 555000000 Hz -0.1 dBmV 43.2 dB 0 0
22 Locked QAM256 22 561000000 Hz -0.2 dBmV 43.2 dB 0 0
23 Locked QAM256 23 567000000 Hz -0.3 dBmV 43.2 dB 0 0
24 Locked QAM256 24 573000000 Hz -0.5 dBmV 43.2 dB 0 0
 
<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 2 5120 Ksym/sec 29200000 Hz 35.0 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 35600000 Hz 34.5 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 33.8 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 16400000 Hz 33.8 dBmV
5 Locked ATDMA 5 2560 Ksym/sec 40400000 Hz 36.8 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
 

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roto1151

Visitor

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7 Messages

3 years ago

Time 

Priority 

Description 

2021-11-21, 08:53:22 

Critical (3) 

Resetting the cable modem due to docsDevResetNow 

2021-11-21, 04:23:44 

Critical (3) 

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.0; 

2021-11-17, 08:24:03 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.0;CM-VER=3.0; 

2021-11-17, 08:23:58 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.0;CM-VER=3.0; 

2021-11-17, 08:23:57 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.0;CM-VER=3.0; 

2021-11-17, 08:11:26 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.0;CM-VER=3.0; 

2021-11-17, 08:11:24 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.0; 

2021-11-17, 08:11:24 

Critical (3) 

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.0; 

2021-11-17, 08:11:21 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.0; 

2021-11-17, 08:11:21 

Critical (3) 

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.0; 

2021-11-17, 08:11:20 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.0; 

2021-11-17, 08:11:20 

Critical (3) 

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.0; 

2021-11-17, 08:11:17 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.0; 

2021-11-17, 08:11:17 

Critical (3) 

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.0; 

2021-11-17, 08:10:33 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.0; 

2021-11-17, 08:10:26 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.0; 

2021-11-17, 08:10:23 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.0; 

2021-11-17, 07:38:28 

Critical (3) 

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.0; 

2021-11-17, 07:09:06 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.0;CM-VER=3.0; 

2021-11-17, 07:09:04 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.0;CM-VER=3.0; 

2021-11-17, 07:09:03 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.0;CM-VER=3.0; 

2021-11-17, 07:08:32 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.0;CM-VER=3.0; 

2021-11-17, 07:08:30 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.0;CM-VER=3.0; 

2021-11-17, 07:04:27 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.0;CM-VER=3.0; 

2021-11-17, 07:04:22 

Critical (3) 

No Ranging Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.0;CM-VER=3.0; 

2021-11-17, 07:04:01 

Critical (3) 

No Ranging Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.0;CM-VER=3.0; 

2021-11-17, 07:02:27 

Critical (3) 

No Ranging Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.0;CM-VER=3.0; 

2021-11-17, 07:00:29 

Critical (3) 

No Ranging Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.0;CM-VER=3.0; 

2021-11-17, 06:58:46 

Critical (3) 

No Ranging Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.0;CM-VER=3.0; 

2021-11-17, 06:57:38 

Critical (3) 

No Ranging Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.0;CM-VER=3.0; 

2021-11-17, 06:56:17 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.0;CM-VER=3.0; 

2021-11-17, 05:36:03 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.0;CM-VER=3.0; 

2021-11-17, 05:36:03 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.0;CM-VER=3.0; 

2021-11-17, 02:17:21 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.0;CM-VER=3.0; 

2021-11-17, 02:17:21 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.0;CM-VER=3.0; 

2021-11-17, 01:24:25 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.0;CM-VER=3.0; 

2021-11-17, 01:24:22 

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.0; 

2021-11-17, 01:24:22 

Critical (3) 

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.0; 

2021-11-17, 01:24:02 

Critical (3) 

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.0; 

1

0

XfinityJeniece

Official Employee

 • 

3K Messages

Hey there, @roto1151, thanks for reaching out through Xfinity Forums! We would be happy to help with troubleshooting your internet connection and take a look at your signals on the backend. We are here to help! 

 

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

EG

Expert

 • 

110K Messages

3 years ago

The signal stats are o/k 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 figures 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 that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

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