Internet keeps dropping randomly (US DS light blinking)

My internet connection keeps dropping randomly. It kept happening with my Xfinity modem, where the US DS light would start blinking and the Online light would turn off. Sometimes the modem would "fix" itself and reestablish the connection on its own, sometimes the modem would reboot itself, and other times I would unscrew and then rescrew the coax cable to provide a temporary connection fix. But whether it was minutes or hours later, the connection would continue to randomly drop.

I recently started using an ARRIS SBG7600AC modem, but the same issue keeps occuring. I have attempted to resolve this issue repeatedly by resetting the modem and checking cables in the house, but the issue seems to always find its way back. I suspect there is an external issue with wiring somehow, but I want to be sure before I ask an agent to come to my house to fix it. Has anyone experienced a similar issue?

Responses

EG

Expert

•

110K Messages

5 years ago

In a self troubleshooting 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 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

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.

sulli99

New Poster

•

2 Messages

5 years ago

Here is an example of the event log from my ARRIS modem, as well as downstream/upstream info:

Date Time	Event ID	Event Level	Description
7/27/20 8:47	82000700	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
7/27/20 8:47	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:01	82000700	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:01	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:02	82000700	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:02	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:03	82000700	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:03	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:03	82000700	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:03	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:04	82000700	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:04	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:05	82000700	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:05	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:05	84000500	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:05	84020200	5	Lost MDD Timeout;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:05	84000500	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:05	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
7/27/20 8:54	73040100	6	TLV-11 - unrecognized OID;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
7/27/20 9:08	84000700	5	RCS Partial Service;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
7/27/20 10:49	82000700	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
7/27/20 10:49	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
7/27/20 10:49	82000700	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
7/27/20 10:49	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
7/27/20 10:50	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:01	82000700	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:01	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:01	82000700	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:01	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:02	84000500	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:02	84020200	5	Lost MDD Timeout;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
7/27/20 9:54	73040100	6	TLV-11 - unrecognized OID;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;

	DCID	Freq	Power	SNR	Modulation	Octets	Correcteds	Uncorrectables
Downstream 1	9	505.75 MHz	-11.90 dBmV	36.39 dB	256QAM	5364511	7	0
Downstream 2	10	511.75 MHz	-11.00 dBmV	37.64 dB	256QAM	8206396	6	0
Downstream 3	11	517.75 MHz	-12.40 dBmV	36.61 dB	256QAM	13010787	13	0
Downstream 4	12	523.75 MHz	-13.40 dBmV	36.39 dB	256QAM	13066759	17	0
Downstream 5	13	529.75 MHz	-13.20 dBmV	36.61 dB	256QAM	8994939	11	0
Downstream 6	14	535.75 MHz	-11.80 dBmV	37.36 dB	256QAM	8927741	11	0
Downstream 7	15	541.75 MHz	-11.40 dBmV	37.64 dB	256QAM	14694409	0	0
Downstream 8	16	547.75 MHz	-15.00 dBmV	35.08 dB	256QAM	14605390	0	0
Downstream 9	17	553.75 MHz	-16.70 dBmV	34.35 dB	256QAM	8250601	8	0
Downstream 10	18	559.75 MHz	-16.80 dBmV	34.35 dB	256QAM	573789	3	0
Downstream 11	19	565.75 MHz	-16.90 dBmV	33.83 dB	256QAM	1025672	0	0
Downstream 12	20	571.75 MHz	-13.60 dBmV	36.39 dB	256QAM	872200	9	0
Downstream 13	21	577.75 MHz	-13.90 dBmV	36.39 dB	256QAM	764957	0	0
Downstream 14	22	583.75 MHz	-11.20 dBmV	37.36 dB	256QAM	594951	0	0
Downstream 15	23	589.75 MHz	-9.20 dBmV	38.98 dB	256QAM	896166	7	0
Downstream 16	24	595.75 MHz	-11.60 dBmV	37.36 dB	256QAM	929388	0	0
Downstream 17	25	601.75 MHz	-13.70 dBmV	36.39 dB	256QAM	2304855	0	0
Downstream 18	26	607.75 MHz	-13.30 dBmV	36.84 dB	256QAM	9470717	0	0
Downstream 19	27	613.75 MHz	-14.40 dBmV	35.78 dB	256QAM	17258376	17	0
Downstream 20	28	619.75 MHz	-14.40 dBmV	35.78 dB	256QAM	17503799	7	0
Downstream 21	29	625.75 MHz	-15.40 dBmV	34.48 dB	256QAM	11439051	2	0
Downstream 22	30	631.75 MHz	-16.50 dBmV	33.96 dB	256QAM	8380171	0	0
Downstream 23	31	637.75 MHz	-14.80 dBmV	35.08 dB	256QAM	17141020	0	0
Downstream 24	32	643.75 MHz	-14.10 dBmV	35.78 dB	256QAM	16935433	0	0
Downstream 25	33	649.75 MHz	-16.20 dBmV	34.90 dB	256QAM	10960275	0	0
Downstream 26	34	655.75 MHz	-16.70 dBmV	34.00 dB	256QAM	6698009	0	0
Downstream 27	35	661.75 MHz	-15.70 dBmV	34.60 dB	256QAM	14306677	0	0
Downstream 28	36	667.75 MHz	-15.10 dBmV	35.50 dB	256QAM	14278739	0	0
Downstream 29	37	673.75 MHz	-12.30 dBmV	36.40 dB	256QAM	10944885	6	0
Downstream 30	38	679.75 MHz	-12.20 dBmV	36.90 dB	256QAM	17552962	0	0
Downstream 31	39	685.75 MHz	-10.60 dBmV	38.60 dB	256QAM	17545275	4	0
Downstream 32	40	691.75 MHz	-10.70 dBmV	38.60 dB	256QAM	17582586	0	0

	UCID	Freq	Power	Channel Type	Symbol Rate	Modulation
Upstream 1	1	36.50 MHz	54.00 dBmV	DOCSIS2.0 (ATDMA)	5120 kSym/s	64QAM
Upstream 2	4	17.30 MHz	51.00 dBmV	DOCSIS2.0 (ATDMA)	5120 kSym/s	64QAM
Upstream 3	3	23.70 MHz	52.00 dBmV	DOCSIS2.0 (ATDMA)	5120 kSym/s	64QAM
Upstream 4	2	30.10 MHz	54.00 dBmV	DOCSIS2.0 (ATDMA)	5120 kSym/s	64QAM

user_3bf28a

Visitor

•

1 Message

I have the same problem... have for 2+ years... no resolution yet after changing modems, checking connections, etc...

4 years ago

EG

Expert

•

110K Messages

@user_3bf28a

Please create a new topic of your own here on this board detailing your issue. Thanks. Year old dead thread now being closed.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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4 years ago

Your Home Network

sulli99

Internet keeps dropping randomly (US DS light blinking)

EG

sulli99

user_3bf28a

EG

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