Visitor
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12 Messages
Internet drops frequently, MG7550 modem self reboots almost daily since early March 2023
Issue: Internet connection drops, then modem self reboots
Issue suddenly started ~1-2 weeks ago early March 2023
Xfinity 200Mbps internet.
Modem specs: Moto MG7550
Hardware Version V1.0
Software Version 7550-5.7.1.4
Is there any known issue with MGC7550 modem and current FW 7550-5.7.1.4?
Troubleshooting so far:
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- checked my house COAX cabling and tightened all connections - everything OK
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- removed 3-way splitter in basement, so no splitter - OK
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- Changed new power supply to modem - OK
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the above troubleshooting made no difference. Still getting daily internet drops.
Below Modem logs and statistics:
Modem Event log shows T3 time-out errors.
Event Log:
Time Priority Description
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM =[removed];CMTS =[removed];CM-QOS=1.0;CM-VER=3.0;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Connection tab show "Corrected" errors increasing. but 0 "Uncorrected" errors.
Also, Modem Downstream Channel IDs suddenly changed from (ch 1-8, 39-42) last Sunday 3/19/23,
versus (ch 21-36) shown today Wed 3/22,
and Downstream Pwr levels increased from 6.1-8.2 dBmV last Sundyay to currently 9.1-12.5 dBmV. See current levels, below.
Power levels:
(currently Wed 3/22/23)
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why the Downstream channel ID change and power levels increased from Sunday 3/19/23 to today Wed 3/22/23? see below:
Can Comcast check at the CMTS for any hardware errors?
Any other advise is greatly welcome! Thank you
user_bcaab9
Visitor
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12 Messages
2 years ago
@EG , @flatlander3 just a quick update,
on Sunday April 9, Comcast customer care agent (James) opened a trouble ticket to look into my daily internet drop connection issues. They said Comcast Techs would monitor my internet service for the time being, until issue gets resolved.
I'm still getting daily 1-2 internet drops for past 2 months, and I will update this post when issue gets resolved. Thank you,
Regards
(edited)
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user_bcaab9
Visitor
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12 Messages
2 years ago
@EG , @flatlander3 - Hello, here's an update,
- 2 comcast techs have come out in last week.
- 1st tech on Sunday 4/16
- Tech removed an old 2-way splitter in outside box, put a new 2-way splitter (commscope brand), and re-barreled coax connectors.
- we removed the aftermarket 6dB attenuator from amazon i had installed earlier. Modem upstairs on 2nd story.
- Issue persisted with daily connection drop for 1 week.
- 2nd tech came out today Thu 4/21
- Tech dropped a new line from outside box to comcast amp outside my backyard
- tech also moved the new line to 2nd (unused) port on the amp outside, just to rule out a bad port on the amp.
- tech installed a 3-way splitter inside home, in addition to the prior 2-way splitter, to bring Downstream Pwr to ~2.0-3.2 dBmV. Uplink Pwr tested a little hot 49.8-50.5 dBmV, but we'll keep an eye on it
- tech cut out excess 30ft coax inside my crawl space.
- Tech tested line speeds using their own meter tool terminated right before the modem upstairs on 2nd story,and meter clocked up to 1700 Mbps with minimal errors (note i'm subscribed to 200mbps, so plenty headroom).
Next steps, monitor current setup for 1 week..
If no drops, then we're in business.
if daily connection drops persist,
then, next step may be to try another modem (ditch Motorola MG7550), perhaps get an Arris cable modem (?)
will keep posting updates until resolved.
Thank You!
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flatlander3
Problem Solver
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1.5K Messages
2 years ago
Wow. What an odyssey.
Thanks for checking back.
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EG
Expert
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113.8K Messages
2 years ago
FWIW. The upstream power is too high. There is very little wiggle room to allow for the inevitable intermittent fluctuations. It will rise even higher out of spec when the upcoming Summer heat sets in. More needs to be done.
As I stated earlier in the thread;
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 (they probably should have already)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 !
(edited)
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