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Monday, August 7th, 2023 3:31 PM

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Internet drops out multiple times everyday causing internet to be unusable for years

My internet drops out multiple times every single day causing my internet to be completely unusable, next door neighbors also have the same issue. This has been an issue for years at my families house. My dad began working on fixing this by having tech appointments where they stated the house was old and bad wiring which caused our issues. We bypassed the house wiring then and connected directly into the outdoor wiring which didn't solve the issue so the house had been ruled out. Several appointments later we had the outdoor cable re done which didn't solve the issue. Since then my dad gave up on this issue as nobody was able to help. Now i am working on fixing this. I have had a tech visit where he checked all the ports and modem and determined they were all good and aren't the cause of our issue. He then scheduled a maintenance crew to check the outdoor xfinity equipment on the poles as he suspected that would be the issue since the neighbors also have this issue. Once the maintenance crew was supposedly here working (i never saw xfinity outfront of my house, nor nearby. So i dont know what they worked on) and completed their work which was confirmed through my xfinity dashboard as well as a chat agent. My internet was still dropping out and the issue still wasnt fixed. The chat agent had then scheduled a senior tech appointment and told me it would be the following day in 08/05/2023 from 8am-8pm and no one showed up. I reached out again and the same thing, appointment pushed out to 08/06/2023 and then nobody showed up again. My next chat agent told me that they had all lied and scheduled my appointment for September 2023 yet told me they would be coming August 2023 causing me to wait around for 2 days straight waiting for nothing. I just need somebody to help me so i can have functioning internet that i have been paying for for years. I work from home and this has been a major issue.

I would post a screenshot of my Upstream/Downstream info but I'm not sure how to do that.

Problem Solver

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1.5K Messages

2 years ago

If you login to the modem/gateway, it works out better to copy and paste the signal table in text rather than trying to capture a screenshot image of it.  If you copy/paste the error log, be sure to redact MAC addresses and IP addresses, otherwise, the forum bot will mark it private and hide the post.  On xfinity gear, you should be able to login to the admin interface at http://10.0.0.1 and use admin/password for the username and password.

Some more information here on some problems to look for here that may be of some help when trying to figure out signal issues:  https://forums.xfinity.com/conversations/your-home-network/internet-troubleshooting-tips/602dae4ac5375f08cde52ea0 

8 Messages

2 years ago

This was all i could pull from the event log in my modem admin site, removed all about MAC and IP address. I am using a netgear C7000v2 for more info
2023-8-7, 09:50:59 Critical (3) Resetting the cable modem due to docsDevResetNow
2023-8-7, 08:42:57 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;
2023-8-7, 08:42:57 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;
2023-8-7, 08:42:57 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2023-8-7, 08:42:34 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2023-8-7, 08:42:08 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2023-8-7, 08:42:03 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2023-8-7, 08:41:57 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2023-8-7, 08:41:49 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2023-8-6, 18:05:31 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;
2023-8-6, 18:05:23 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2023-8-6, 18:01:24 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2023-8-6, 17:40:43 Critical (3) No Ranging Response received - T3 time-out;
2023-8-6, 17:40:31 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
2023-8-6, 17:34:48 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2023-8-6, 17:30:13 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2023-8-6, 17:26:47 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2023-8-6, 17:26:44 Critical (3) No Ranging Response received - T3 time-out;
2023-8-6, 17:26:27 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2023-8-6, 17:19:25 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;
2023-8-6, 17:19:25 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;
2023-8-6, 17:18:18 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2023-8-6, 16:45:03 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;
2023-8-6, 16:45:03 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;
2023-8-6, 16:43:56 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2023-8-6, 16:02:03 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2023-8-6, 15:57:02 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2023-8-6, 15:22:47 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 0;
2023-8-6, 15:22:47 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;
2023-8-6, 15:15:59 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2023-8-6, 15:15:48 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;
2023-8-6, 15:15:48 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;
2023-8-6, 15:15:48 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2023-8-6, 15:15:35 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 3;
2023-8-6, 15:15:35 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;

8 Messages

2 years ago

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 25 627000000 Hz 0.3 dBmV 39.2 dB 0 0
2 Locked QAM256 9 531000000 Hz 2.1 dBmV 39.5 dB 0 0
3 Locked QAM256 10 537000000 Hz 1.8 dBmV 39.8 dB 0 0
4 Locked QAM256 11 543000000 Hz 1.7 dBmV 40 dB 0 0
5 Locked QAM256 12 549000000 Hz 1.4 dBmV 39.8 dB 0 0
6 Locked QAM256 13 555000000 Hz 1.2 dBmV 39.9 dB 0 0
7 Locked QAM256 14 561000000 Hz 1.1 dBmV 38.9 dB 0 0
8 Locked QAM256 15 567000000 Hz 0.8 dBmV 39.7 dB 0 0
9 Locked QAM256 16 573000000 Hz 0.8 dBmV 39.7 dB 0 0
10 Locked QAM256 17 579000000 Hz 0.8 dBmV 39.3 dB 0 0
11 Locked QAM256 18 585000000 Hz 0.6 dBmV 39.5 dB 0 0
12 Locked QAM256 19 591000000 Hz 0.5 dBmV 38.6 dB 0 0
13 Locked QAM256 20 597000000 Hz 0.3 dBmV 38.8 dB 0 0
14 Locked QAM256 21 603000000 Hz 0.4 dBmV 39.2 dB 0 0
15 Locked QAM256 22 609000000 Hz 0.4 dBmV 38.4 dB 0 0
16 Locked QAM256 23 615000000 Hz 0.1 dBmV 39.2 dB 0 0
17 Locked QAM256 24 621000000 Hz 0 dBmV 38.6 dB 0 0
18 Locked QAM256 26 633000000 Hz 0.1 dBmV 39.4 dB 0 0
19 Locked QAM256 27 639000000 Hz 0.3 dBmV 39 dB 0 0
20 Locked QAM256 28 645000000 Hz 0 dBmV 39.2 dB 0 0
21 Locked QAM256 29 651000000 Hz 0.2 dBmV 39.1 dB 0 0
22 Locked QAM256 30 657000000 Hz 0.2 dBmV 39.4 dB 0 0
23 Locked QAM256 31 663000000 Hz 0.2 dBmV 39.5 dB 0 0
24 Locked QAM256 32 669000000 Hz 0.5 dBmV 39 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 52.5 dBmV
2 Locked ATDMA 4 5120 Ksym/sec 16400000 Hz 54 dBmV
3 Locked ATDMA 1 5120 Ksym/sec 35600000 Hz 49.5 dBmV
4 Locked ATDMA 2 5120 Ksym/sec 29200000 Hz 51.3 dBmV
5 Locked ATDMA 5 1280 Ksym/sec 39600000 Hz 48.3 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

Problem Solver

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1.5K Messages

2 years ago

Downstream power looks good but your upstream power is too high.  I got an older netgear at a location.  When mine goes that high, I get all kinds of issues like spontaneous reboots.

What do you got going on for wiring currently?  Got any splitters you can remove or by-pass for a test?  Try a direct clean run to where it comes into your house?  It's trying awful hard to shove a signal out.

8 Messages

@flatlander3​ Yes there are splitters in the house, we have already had a direct clean run to the outdoor cable and still had the same issue with the internet dropping

Problem Solver

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1.5K Messages

@user_126da9​  Well, I'd try to get a tech out then to take a look at it.

What you got now probably isn't going to work out very well.  That's what your log is indicating too.   

Adding:  You also have to remember every splitter can impact the signal.  No splitters at all may also fix one issue, like your upstream problem, but may bring out another one like down stream power being too high since some splitters are also attenuators.

When you tried a direct run, did you look at the signals at all?  It's a good data point to check out if you are trying to fix this yourself or rule out your house wiring. 

(edited)

8 Messages

I did not look at the data on the admin site with the direct run, but i had an xfinity tech with me and he connected a device to the coax cable from the direct run and the coax port in the house and said everything looked perfect and shouldn't be causing the issue. But i will give that a shot and see what comes back on the upstream and downstream.

I was checking my signals again and is it normal to fluctuate. I am now down in the 35-38s

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 5 507000000 Hz 2.6 dBmV 39.4 dB 516 1377
2 Locked QAM256 42 405000000 Hz 2.9 dBmV 40.2 dB 705 979
3 Locked QAM256 43 411000000 Hz 2.9 dBmV 40.1 dB 659 1207
4 Locked QAM256 44 417000000 Hz 3.2 dBmV 40.2 dB 543 1113
5 Locked QAM256 45 423000000 Hz 3.1 dBmV 40.1 dB 635 1209
6 Locked QAM256 38 429000000 Hz 3.3 dBmV 39.6 dB 624 1539
7 Locked QAM256 39 435000000 Hz 3.4 dBmV 40.2 dB 573 1079
8 Locked QAM256 40 441000000 Hz 3.4 dBmV 39.4 dB 552 902
9 Locked QAM256 41 447000000 Hz 3.6 dBmV 40 dB 712 1641
10 Locked QAM256 33 453000000 Hz 3.4 dBmV 40.1 dB 512 1240
11 Locked QAM256 34 459000000 Hz 3.4 dBmV 39.8 dB 552 971
12 Locked QAM256 35 465000000 Hz 3.4 dBmV 40.3 dB 601 1036
13 Locked QAM256 36 471000000 Hz 3.2 dBmV 40.2 dB 540 923
14 Locked QAM256 1 477000000 Hz 3.1 dBmV 40.4 dB 497 1027
15 Locked QAM256 2 483000000 Hz 2.9 dBmV 40.3 dB 604 961
16 Locked QAM256 3 489000000 Hz 2.6 dBmV 40.1 dB 554 1152
17 Locked QAM256 4 495000000 Hz 2.2 dBmV 39.9 dB 0 0
18 Locked QAM256 6 513000000 Hz 2.2 dBmV 39.7 dB 0 0
19 Locked QAM256 7 519000000 Hz 1.9 dBmV 38.8 dB 0 0
20 Locked QAM256 8 525000000 Hz 1.9 dBmV 39.9 dB 0 0
21 Locked QAM256 9 531000000 Hz 1.7 dBmV 39 dB 0 0
22 Locked QAM256 10 537000000 Hz 1.4 dBmV 39 dB 0 0
23 Locked QAM256 11 543000000 Hz 1.3 dBmV 39 dB 0 0
24 Locked QAM256 12 549000000 Hz 0.9 dBmV 39 dB 0 0
 
Upstream Bonded Channels (Partial Service)
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 4 5120 Ksym/sec 16400000 Hz 37.2 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 35600000 Hz 35.8 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 29200000 Hz 38.3 dBmV
4 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 35.3 dBmV
5 Not Locked Unknown 5 0 Ksym/sec 39600000 Hz 0.0 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

Problem Solver

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1.5K Messages

2 years ago

If that was powered on when you were changing cables around, you might want to "warm reboot" it and let it settle out.

Bunch of uncorrectables, and one upstream not connecting.  See what you get.

8 Messages

@flatlander3​, here are the direct run signals. We have had the modem connected to the direct run before and still had the internet dropping issue. The signals from my previous message was through the house wiring.

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 5 507000000 Hz 10.7 dBmV 39.2 dB 0 0
2 Locked QAM256 42 405000000 Hz 10 dBmV 39.8 dB 0 0
3 Locked QAM256 43 411000000 Hz 10.1 dBmV 39.7 dB 0 0
4 Locked QAM256 44 417000000 Hz 10.3 dBmV 39.7 dB 0 0
5 Locked QAM256 45 423000000 Hz 10.4 dBmV 39.7 dB 0 0
6 Locked QAM256 38 429000000 Hz 10.5 dBmV 39 dB 0 0
7 Locked QAM256 39 435000000 Hz 10.7 dBmV 39.8 dB 0 0
8 Locked QAM256 40 441000000 Hz 10.9 dBmV 39 dB 0 0
9 Locked QAM256 41 447000000 Hz 11 dBmV 39.6 dB 0 0
10 Locked QAM256 33 453000000 Hz 11.1 dBmV 39.8 dB 0 0
11 Locked QAM256 34 459000000 Hz 11.1 dBmV 39.5 dB 0 0
12 Locked QAM256 35 465000000 Hz 11 dBmV 40.1 dB 0 0
13 Locked QAM256 36 471000000 Hz 11 dBmV 40 dB 0 0
14 Locked QAM256 1 477000000 Hz 10.9 dBmV 40.2 dB 0 0
15 Locked QAM256 2 483000000 Hz 10.7 dBmV 40.1 dB 0 0
16 Locked QAM256 3 489000000 Hz 10.6 dBmV 39.9 dB 0 0
17 Locked QAM256 4 495000000 Hz 10.1 dBmV 39.4 dB 0 0
18 Locked QAM256 6 513000000 Hz 10.3 dBmV 39.4 dB 0 0
19 Locked QAM256 7 519000000 Hz 10.2 dBmV 38.6 dB 0 0
20 Locked QAM256 8 525000000 Hz 10.1 dBmV 39.5 dB 0 0
21 Locked QAM256 9 531000000 Hz 10 dBmV 38.6 dB 0 0
22 Locked QAM256 10 537000000 Hz 9.7 dBmV 39 dB 0 0
23 Locked QAM256 11 543000000 Hz 9.5 dBmV 38.8 dB 0 0
24 Locked QAM256 12 549000000 Hz 9.5 dBmV 38.8 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 16400000 Hz 32.5 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 35600000 Hz 33.8 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 29200000 Hz 35.3 dBmV
4 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 34.3 dBmV
5 Locked ATDMA 5 1280 Ksym/sec 39600000 Hz 36.3 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

(edited)

Problem Solver

 • 

1.5K Messages

2 years ago

At that moment in time, downstream is now running too high, the upstream problem is fixed.  So, a different problem, but perhaps easier to fix.

If you run too high on the downstream, you can have similar issues, and you might start seeing uncorrectable errors, and perhaps the front end overloading too and sometimes even rebooting as well.  It comes in a bit "hot" off the street at one of my locations too.  It it stays consistent like that, a cheap fix is a 6db forward path attenuator.  They're about $10-15.  Reduces downstream power, does nothing with upstream power going out.  Might save yourself the hassle of a service call.

If you search on amazon, search for "forward path attenuator".  Description should be PPC FPA6-54 in-line forward path attenuator 6dB 75 Ohms for DOCSIS....   I'd post a link, but the bot hates it when I do that.  You can screw that right to the back of the gateway if you want.  You might be able to find one cheaper somewhere else.

8 Messages

@flatlander3​ Thank you for the help, I purchased the attenuator and will follow up once that arrives and is installed

Problem Solver

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1.5K Messages

@user_126da9​  It will either work, or you're out $10-$15.  The idea is you want to run the signals in spec as best you can to have the best possible chance at it.  If the real problem is your neighborhood infrastructure, at least you eliminated your house and it didn't cost you $100 for a bogus tech visit.  There's other problems too.  Sometimes a bad PoE (point of entry) filter.  Might be a bad lightning suppressor if they bothered to install one and ground it.  Try that first though.  

Some transmission line theory:  A connector in general causes a reflection, and a line adds both capacitance and inductance to a signal.  The capacitance rounds the signal edges, the inductance phase shifts it.  The reflection adds noise that travels back down the line till it hits the next connector, where it reflects again.  If you have two splitters chained together,  two of them in a transmission line makes that worse, plus a splitter with multiple connectors adds additional "stubs" creating additional problems and signal instability.  Unterminated ends on a splitter are additional discontinuities on the line.  A dangling cable on a splitter is an antenna and a noise injector (also applies to a jack hooked up to a splitter connected to nothing).  That removes any benefit a coax cable has in shielding it from common mode noise.  

Best chance?  Straight run is best if you are trying to slam a signal to something.  If you have to use a splitter, get a new one rated for 1600Mhz with only as many outputs as you absolutely need.  

8 Messages

@flatlander3​ The attenuator has been installed and has been running for about 10-15min and these are the downstream and upstream levels

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 25 627000000 Hz 4.8 dBmV 39.8 dB 0 0
2 Locked QAM256 9 531000000 Hz 5.4 dBmV 39.6 dB 0 0
3 Locked QAM256 10 537000000 Hz 5.2 dBmV 39.9 dB 0 0
4 Locked QAM256 11 543000000 Hz 5.1 dBmV 40 dB 0 0
5 Locked QAM256 12 549000000 Hz 5 dBmV 39.9 dB 0 0
6 Locked QAM256 13 555000000 Hz 4.8 dBmV 40 dB 0 0
7 Locked QAM256 14 561000000 Hz 4.8 dBmV 39 dB 0 0
8 Locked QAM256 15 567000000 Hz 4.8 dBmV 40 dB 0 0
9 Locked QAM256 16 573000000 Hz 4.8 dBmV 40 dB 0 0
10 Locked QAM256 17 579000000 Hz 4.9 dBmV 39.7 dB 0 0
11 Locked QAM256 18 585000000 Hz 5 dBmV 40 dB 0 0
12 Locked QAM256 19 591000000 Hz 4.9 dBmV 39.4 dB 0 0
13 Locked QAM256 20 597000000 Hz 4.7 dBmV 39.5 dB 0 0
14 Locked QAM256 21 603000000 Hz 4.6 dBmV 39.7 dB 0 0
15 Locked QAM256 22 609000000 Hz 4.5 dBmV 39.1 dB 0 0
16 Locked QAM256 23 615000000 Hz 4.5 dBmV 39.7 dB 0 0
17 Locked QAM256 24 621000000 Hz 4.2 dBmV 38.7 dB 0 0
18 Locked QAM256 26 633000000 Hz 4.6 dBmV 39.4 dB 0 0
19 Locked QAM256 27 639000000 Hz 4.4 dBmV 39 dB 0 0
20 Locked QAM256 28 645000000 Hz 4.3 dBmV 39 dB 0 0
21 Locked QAM256 29 651000000 Hz 4.3 dBmV 39 dB 0 0
22 Locked QAM256 30 657000000 Hz 4.4 dBmV 39.4 dB 0 0
23 Locked QAM256 31 663000000 Hz 4.6 dBmV 39.5 dB 0 0
24 Locked QAM256 32 669000000 Hz 5 dBmV 39 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 2 5120 Ksym/sec 29200000 Hz 34.3 dBmV
2 Locked ATDMA 4 5120 Ksym/sec 16400000 Hz 32.5 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 32.8 dBmV
4 Locked ATDMA 1 5120 Ksym/sec 35600000 Hz 33.8 dBmV
5 Locked ATDMA 5 1280 Ksym/sec 39600000 Hz 33.5 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

(edited)

Problem Solver

 • 

1.5K Messages

@user_126da9​  Looks pretty decent now.

Let er rip for a while and move some data around.  See if you can get it to screw up.  Do some gaming or something.  Stream some movies.  Hit it hard tonight when everyone is around watching netflix and see if the error counts start going up.

Good luck!

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