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rickmyster
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Friday, September 12th, 2025

Internet keeps dropping

I've been getting frequent internet connection drops over the past few months. At first I thought it was my modem but looking at the logs it doesn't appear to be. See below (Modem Make and Model is ArrisSurfboardS33v3:

09/12/2025 15:56:10 Notice Successful LAN WebGUI login from [Edited: "Personal Information"] on 09/12/25 at 3:56 PM

09/12/2025 15:56:06		 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

09/12/2025 15:41:51		 Notice Successful LAN WebGUI login from [Edited: "Personal Information"] on 09/12/25 at 3:41 PM

09/12/2025 15:34:32		 Notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

09/12/2025 15:34:09		 Warning RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

09/12/2025 15:34:09		 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

09/12/2025 15:34:09		 Notice CM-STATUS message sent. Event Type Code: 2; Chan ID: 17; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

09/12/2025 15:34:07		 Warning Lost MDD Timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

09/12/2025 15:34:07		 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

09/12/2025 15:34:04		 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

09/12/2025 15:31:20		 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

09/12/2025 15:24:23		 Notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

09/12/2025 15:20:30		 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

09/12/2025 15:20:30		 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 42; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

09/12/2025 15:20:29		 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

09/12/2025 15:20:27		 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

09/12/2025 15:20:26		 Critical No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

09/12/2025 15:20:25		 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

09/12/2025 15:17:42		 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

09/12/2025 15:15:01		 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 14; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

There was a technician that came to assist with modem install and when testing the coax outlets, he didn't notice any issues and reported healthy signals. No issues detected in my router logs and when plugging my PC directly to modem, the disconnects still persisted. I also tested on my older different modem and there was still issues. Rebooting also doesn't resolve the issue. So at this point I don't think the issue is on my end.

I should also mention that there was an outage in my area a few months ago and it would seem that since then, the internet connection drops have been getting more frequent. Is there a way to chat with someone to reach out and get a technician to check the wiring from my home to xfinity? This has been a frustrating few months trying to get his issue resolved. 

Question

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Updated 

5 hours ago

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XfinityMatthew

Official Employee

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841 Messages

6 hours ago

Hello rickmyster We would be happy to do some troubleshooting on our end to see if we can see a cause of the drops. We appreciate you trying the other modem and basic troubleshooting already. If a tech is necessary we will get that scheduled for you. Please send us a direct message with your full name and service address to get started. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging 
Click the "New message" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "Xfinity Support" graphic replaces the "To:" line 
Type your message in the text area near the bottom of the window 
Press Enter to send it. 

 

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EG

Expert

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113.3K Messages

5 hours ago

@rickmyster 

This may or may not be the root cause of the problem (YMMV), but it should be addressed regardless.


The downstream power is too high / out of spec. It may be overdriving the front-end receiver circuit of the modem. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.


Is there a drop amplifier on the coax cable line leading to the modem ? If so, try removing / bypassing it and see. If not, you can try installing a -6 dB forward path-only attenuator pad such as this one on the coax port on the rear of the modem to knock that power level down and see;

https://www.amazon.com/6db-Attenuator-Pad-1-each/dp/B0013L48XA  

Please post back with how it goes.

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