Frequent Visitor
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6 Messages
Internet Keeps Dropping
My devices stay connected to the WiFi network, but the Internet goes out constantly, and even devices that are wired to the modem/router lose connection. This happens multiple times a day, and seems to happen more every day. Over the past 3 going on 4 months, I have been on multiple chats, calls, and even had an Xfinity technician out here once. The technician did not enter the home due to their current restrictions with the pandemic, but he said he fixed everything outside, replaced cables and tightened connections all the way to the street. I've called Netgear, but anything they had me try didn't help. I have even upgraded my speed package, which Xfinity said would ultimately fix the connectivity issues. But it hasn't, so I am paying more for what feels like the same thing. 😞 I will post the event log and upstream/downstream info here meantime. Hope someone can help me out.
Accepted Solution
tlcondor
Frequent Visitor
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6 Messages
4 years ago
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tlcondor
Frequent Visitor
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6 Messages
4 years ago
2020-06-10, 08:03:51.0 Warning (5) MDD message timeout;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.1;CM-VER=3.0;
2020-06-10, 08:02:50.0 Notice (6) Honoring MDD; IP provisioning mode = IPv6
2020-06-10, 08:02:42.0 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.0;CM-VER=3.0;
2020-06-10, 08:02:38.0 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.0;CM-VER=3.0;
2020-06-10, 08:02:20.0 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.1;CM-VER=3.0;
2020-06-10, 07:58:00.0 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.1;CM-VER=3.0;
2020-06-10, 07:57:37.0 Warning (5) MDD message timeout;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.1;CM-VER=3.0;
2020-06-10, 07:56:40.0 Notice (6) Honoring MDD; IP provisioning mode = IPv6
2020-06-10, 07:56:30.0 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.0;CM-VER=3.0;
2020-06-10, 07:56:27.0 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.0;CM-VER=3.0;
2020-06-10, 07:56:09.0 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.1;CM-VER=3.0;
2020-06-10, 07:55:37.0 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.1;CM-VER=3.0;
2020-06-10, 07:54:35.0 Notice (6) Honoring MDD; IP provisioning mode = IPv6
2020-06-10, 07:54:28.0 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.0;CM-VER=3.0;
2020-06-10, 07:54:22.0 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.0;CM-VER=3.0;
2020-06-10, 07:54:08.0 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.1;CM-VER=3.0;
2020-06-10, 07:49:44.0 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.1;CM-VER=3.0;
2020-06-10, 07:46:27.0 Notice (6) Honoring MDD; IP provisioning mode = IPv6
2020-06-10, 07:46:22.0 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.0;CM-VER=3.0;
2020-06-10, 07:46:15.0 Notice (6) Received REG-RSP while in REG-HOLD1 state;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2020-06-10, 07:46:12.0 Warning (5) Dynamic Range Window violation
2020-06-10, 07:22:10.0 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.1;CM-VER=3.0;
2020-06-10, 07:19:46.0 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.1;CM-VER=3.0;
2020-06-10, 01:40:26.0 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.1;CM-VER=3.0;
2020-06-09, 22:21:58.0 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.1;CM-VER=3.0;
2020-06-09, 22:21:58.0 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.1;CM-VER=3.0;
2020-06-09, 22:21:58.0 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=38:94:ed:e8:1c:50;CMTS-MAC=00:01:5c:62:da:61;CM-QOS=1.0;CM-VER=3.0;
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tlcondor
Frequent Visitor
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6 Messages
4 years ago
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 8 447000000 Hz -4.0 dBmV 35.9 dB 18 84
2 Locked QAM256 9 453000000 Hz -3.4 dBmV 36.5 dB 0 0
3 Locked QAM256 10 459000000 Hz -3.6 dBmV 36.3 dB 0 0
4 Locked QAM256 11 465000000 Hz -4.7 dBmV 35.4 dB 20 70
5 Locked QAM256 12 471000000 Hz -5.8 dBmV 34.5 dB 140 60
6 Locked QAM256 13 477000000 Hz -5.8 dBmV 34.4 dB 132 137
7 Locked QAM256 14 483000000 Hz -4.6 dBmV 35.3 dB 93 60
8 Locked QAM256 15 489000000 Hz -3.5 dBmV 35.9 dB 73 1
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 17300000 Hz 34.8 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 23700000 Hz 35.3 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 30300000 Hz 36.0 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 36700000 Hz 36.3 dBmV
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XfinityMichaelC
Official Employee
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4.1K Messages
4 years ago
Greetings, @tlcondor! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! I apologize to hear of the issues you are running into when it comes to the internet. I work from home myself and certainly understand the importance of a reliable connection. I would like to have a closer look at the signal and see what could be going on. Since you already sent a PM, I will continue to assist you through there.
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tlcondor
Frequent Visitor
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6 Messages
4 years ago
0
EG
Expert
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107.2K Messages
4 years ago
The downstream power is on the low side, and so are the SNR's. and they may be intermittently fluctuating even lower to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems.
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.
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tlcondor
Frequent Visitor
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6 Messages
4 years ago
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user_30b2d0
Visitor
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1 Message
4 years ago
I have the same issue - plus the internet seems to go down every night around 4 - 5 am. Frustrating as the warning from our alarm system that the connection has been lost, and then that it has reconnected, wakes us up (twice!). xfinity has been useless - promise to send tech then cancel without reason! Time to go back to AT&T! xfinity makes their lousy service look good!!!
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EG
Expert
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107.2K Messages
4 years ago
@user_30b2d0
Please create a new topic of your own here on this board detailing your issue. Thanks. 9 month old dead now being closed.
(edited)
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