U

Visitor

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7 Messages

Wednesday, June 4th, 2025 9:51 PM

Internet keeps dropping

I have my own Netgear CM3000 and when it's connected the speed is plenty fast (I have an 800mps plan). However, my internet drops multiple times per day and this has been going on regularly for the past few weeks. We've had service at this address for 12 years (and with this modem for at least a year) and it hasn't been an issue until recently. It only drops for less than 30 seconds, but it's enough to drop my work calls and interrupt tv (I use a non-comcast streaming service). We had a tech out last week who removed an old amp from our line and said our modem was green, but the internet dropped again within 30 minutes of him leaving - and another 5 times that night! At this point our internet is so unreliable I'm researching alternative options, but fiber isn't available in my neighborhood yet. 

I looked at my modem log and there seem to be a lot of T3 timeouts, which from these forums seem to suggest there is something wrong further up the line on the Comcast side? This is the log just from today:

Time

Priority

Description

Wed Jun 04 15:38:28 2025

(Notice (6))

CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Wed Jun 04 14:34:35 2025

(Critical (3))

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Wed Jun 04 13:42:46 2025

(Critical (3))

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Wed Jun 04 13:42:44 2025

(Critical (3))

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Wed Jun 04 11:26:45 2025

(Critical (3))

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Wed Jun 04 08:29:35 2025

(Notice (6))

US profile assignment change. US Chan ID: 41; Previous Profile: 13; New Profile: 12 13.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Wed Jun 04 08:29:30 2025

(Notice (6))

DS profile assignment change. DS Chan ID: 33; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Wed Jun 04 08:29:29 2025

(Notice (6))

DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Wed Jun 04 08:29:24 2025

(Notice (6))

TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

(Notice (6))

Honoring MDD; IP provisioning mode = IPv6

Time Not Established

(Critical (3))

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Wed Jun 04 08:26:29 2025

(Critical (3))

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Wed Jun 04 03:46:48 2025

(Critical (3))

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

 

Any help is appreciated!

Expert

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111.3K Messages

22 days ago

@user_shp9gc 

What do the modem's signal status values look like ?

Please also copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

Is there a router / WiFi in the mix here ?



Visitor

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7 Messages

Thanks for your response. I tried to reply quicker but lost internet while pasting in the values. There is a router in play - I use an Asus Zen AX/Mesh system which I've had for a few years without incident. 

Here are the modem stats:

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 28 543000000 Hz 2.1 dBmV 43.4 dB 0 0
2 Locked QAM256 13 453000000 Hz 1.8 dBmV 43.2 dB 0 0
3 Locked QAM256 14 459000000 Hz 1.8 dBmV 43.2 dB 0 0
4 Locked QAM256 15 465000000 Hz 1.9 dBmV 43.3 dB 0 0
5 Locked QAM256 16 471000000 Hz 2.1 dBmV 43.4 dB 0 0
6 Locked QAM256 17 477000000 Hz 2.3 dBmV 43.5 dB 0 0
7 Locked QAM256 18 483000000 Hz 2.4 dBmV 43.5 dB 0 0
8 Locked QAM256 19 489000000 Hz 2.4 dBmV 43.5 dB 0 0
9 Locked QAM256 20 495000000 Hz 2.5 dBmV 43.5 dB 0 0
10 Locked QAM256 21 501000000 Hz 2.5 dBmV 43.5 dB 0 0
11 Locked QAM256 22 507000000 Hz 2.5 dBmV 43.6 dB 0 0
12 Locked QAM256 23 513000000 Hz 2.2 dBmV 43.4 dB 0 0
13 Locked QAM256 24 519000000 Hz 2.2 dBmV 43.4 dB 0 0
14 Locked QAM256 25 525000000 Hz 2.1 dBmV 43.4 dB 0 0
15 Locked QAM256 26 531000000 Hz 2.1 dBmV 43.4 dB 0 0
16 Locked QAM256 27 537000000 Hz 1.9 dBmV 43.3 dB 0 0
17 Locked QAM256 29 549000000 Hz 2.2 dBmV 43.4 dB 0 0
18 Locked QAM256 30 555000000 Hz 2.2 dBmV 43.4 dB 0 0
19 Locked QAM256 31 561000000 Hz 2.3 dBmV 43.4 dB 0 0
20 Locked QAM256 32 567000000 Hz 2.4 dBmV 43.5 dB 0 0
21 Locked QAM256 33 573000000 Hz 2.7 dBmV 43.6 dB 0 0
22 Locked QAM256 34 579000000 Hz 2.8 dBmV 43.6 dB 0 0
23 Locked QAM256 35 585000000 Hz 3.1 dBmV 43.8 dB 0 0
24 Locked QAM256 36 591000000 Hz 3.2 dBmV 43.9 dB 0 0
25 Locked QAM256 37 597000000 Hz 3.4 dBmV 43.9 dB 0 0
26 Locked QAM256 38 603000000 Hz 3.3 dBmV 43.9 dB 0 0
27 Locked QAM256 39 609000000 Hz 3.1 dBmV 43.8 dB 0 0
28 Locked QAM256 40 615000000 Hz 3.1 dBmV 43.8 dB 0 0
29 Locked QAM256 41 621000000 Hz 2.9 dBmV 43.6 dB 0 0
30 Locked QAM256 42 627000000 Hz 3.0 dBmV 43.7 dB 0 0
31 Locked QAM256 43 633000000 Hz 2.7 dBmV 43.5 dB 0 0
32 Locked QAM256 44 639000000 Hz 2.6 dBmV 43.2 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 22800000 Hz 48.3 dBmV
2 Locked ATDMA 3 5120 Ksym/sec 29200000 Hz 48.3 dBmV
3 Locked ATDMA 4 5120 Ksym/sec 35600000 Hz 48.5 dBmV
4 Locked ATDMA 1 5120 Ksym/sec 16400000 Hz 48.3 dBmV
5 Not Locked Unknown 0 0 0 0.0 dBmV
6 Not Locked Unknown 0 0 0 0.0 dBmV
7 Not Locked Unknown 0 0 0 0.0 dBmV
8 Not Locked Unknown 0 0 0 0.0 dBmV
 
Downstream OFDM Channels
Channel Lock Status Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier
Number Range
Unerrored
Codewords
Correctable
Codewords
Uncorrectable
Codewords
1 Locked 0 ,1 ,2 ,3 193 690000000 Hz 2.58 dBmV 42.9 dB 388 ~ 3707 388601887 281681289 0
2 Locked 0 ,1 ,2 ,3 194 957000000 Hz -2.92 dBmV 40.1 dB 148 ~ 3947 390580138 327378591 82
 
Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Locked 12 ,13 41 36200000 Hz 43.5 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV
 

Visitor

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7 Messages

Here is the overall status:

Cable Diagnostic
Status:   Good
Action:  
Your setup looks fine. If you can't access the internet, make sure you properly activated the modem. If modem has been activated and you still can't access the internet, contact your service provider for troubleshooting help.
If you can access the internet but has other internet issue, the Netgear Cable Knowledge Base can provide additional troubleshooting info.
CM Status: Green
Downstream Status: Green
Downstream Power Level:  Green
Downstream SNR: Green
Upstream Status: 
Upstream Power Level: Green 
 

(edited)

Official Employee

 • 

1.4K Messages

user_shp9gc Hello are you still having service issues?
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

Visitor

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7 Messages

Yes, in fact my Internet has gone out twice in the past hour. It seems to go in spurts, but more of the outages occur in the evening (after business hours). 

Official Employee

 • 

1.9K Messages

That is certainly an issue we would be happy to look into @user_shp9gc. When you are experiencing those interruptions are you seeing any known issues in your area on your Xfinity app? 

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

Expert

 • 

111.3K Messages

14 days ago

@user_shp9gc 

This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless. First. The upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are 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 from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, animal chews.

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.


Good luck with it !

Visitor

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7 Messages

Thanks for the suggestions. I don't have any splitters on the line at all (since I just Comcast for Internet) and it's a home run from the modem to the line coming into the house. The external line is buried so I don't think there is damage due to animals - the tech that came out a couple weeks ago checked it amd said that was good. 

Any other thoughts?

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