internet keeps going down

Hi there,

We had a tech come out yesterday because our connection kept going down. We have a brand new Arris S33 V2 modem, and he did a lot of work to replace very old cable and connections to our house. We have much better signal strength after he left, but the connection is still dropping regularly.

Here is the record from my brand new router:

Here is the event log from the modem:

The table below contains the log of events that the S33v2 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

Date Time	Event Level	Description
9/11/2024 09:46:36	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:46:37	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:46:45	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:46:45	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:46:45	3	16 consecutive T3 timeouts while trying to range on upstream channel 5;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:46:47	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:46:47	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:46:47	3	16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:46:53	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:47:05	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:47:05	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:47:06	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:47:07	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:47:07	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:47:07	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:47:20	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:47:20	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:47:20	3	16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:47:21	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:47:22	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:47:23	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:47:24	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:47:37	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:48:07	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:48:35	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:48:53	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:49:35	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:51:02	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:51:05	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:51:19	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:51:25	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:51:32	3	CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
9/11/2024 09:51:48	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
9/11/2024 09:51:48	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
9/11/2024 09:51:48	3	CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
9/11/2024 09:55:51	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:59:45	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:59:45	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:59:45	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:59:46	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:59:46	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:59:50	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:59:51	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 09:59:57	3	CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
9/11/2024 10:00:00	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 10:00:15	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
9/11/2024 10:00:15	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
9/11/2024 10:00:15	3	CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
9/11/2024 13:23:21	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:23:21	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:23:21	3	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:23:25	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:23:37	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:23:52	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:23:52	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:23:58	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:23:58	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:24:03	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:24:04	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:24:04	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:24:04	3	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:24:06	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:24:07	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:24:08	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:24:10	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:24:10	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:24:20	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:24:20	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:24:28	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:24:41	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:24:49	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:25:08	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:25:53	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:26:23	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:28:06	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:28:06	3	Ranging Request Retries exhausted;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:28:06	3	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:28:20	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:28:24	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:28:25	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:28:26	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:28:40	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:28:41	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:28:47	3	CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
9/11/2024 13:29:05	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 13:29:21	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
9/11/2024 13:29:21	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
9/11/2024 13:29:21	3	CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969 19:00:15	3	CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969 19:00:18	3	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=YYYY;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 19:00:20	3	CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969 19:00:23	3	No Ranging Response received - T3 time-out;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 19:00:26	6	Honoring MDD; IP provisioning mode = IPv6
31/12/1969 19:00:34	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969 19:00:34	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969 19:00:34	3	CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
9/11/2024 13:35:08	6	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=YYYY;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
9/11/2024 14:42:39	3	Failed LAN WebGUI login attempt from 192.168.0.101 on 24/11/09 at 2:42 PM.
9/11/2024 14:43:57	3	Successful LAN WebGUI login from 192.168.0.101 on 24/11/09 at 2:43 PM.
9/11/2024 14:46:40	3	Successful LAN WebGUI login from 192.168.0.101 on 24/11/09 at 2:46 PM.

I believe based on this that we need a tech to come back out. Is that right?

Thanks.

Responses

EG

Expert

•

107K Messages

3 days ago

For curiosty, 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.

user_apbwn4

4 Messages

Here is the rest of the info from the same time as above:

Downstream Bonded Channels

Channel ID	Lock Status	Modulation	Frequency	Power	SNR/MER	Corrected	Uncorrectables
9	Locked	QAM256	555000000 Hz	3 dBmV	39 dB	0	0
1	Locked	QAM256	495000000 Hz	2 dBmV	39 dB	0	0
2	Locked	QAM256	501000000 Hz	2 dBmV	39 dB	0	0
3	Locked	QAM256	507000000 Hz	2 dBmV	39 dB	0	0
4	Locked	QAM256	513000000 Hz	2 dBmV	39 dB	0	0
5	Locked	QAM256	519000000 Hz	1 dBmV	39 dB	0	0
6	Locked	QAM256	525000000 Hz	1 dBmV	39 dB	0	0
7	Locked	QAM256	531000000 Hz	2 dBmV	39 dB	0	0
8	Locked	QAM256	543000000 Hz	1 dBmV	39 dB	0	0
10	Locked	QAM256	561000000 Hz	2 dBmV	39 dB	0	0
11	Locked	QAM256	567000000 Hz	3 dBmV	40 dB	0	0
12	Locked	QAM256	573000000 Hz	3 dBmV	40 dB	0	0
13	Locked	QAM256	579000000 Hz	3 dBmV	40 dB	0	0
14	Locked	QAM256	585000000 Hz	4 dBmV	40 dB	0	0
15	Locked	QAM256	591000000 Hz	4 dBmV	40 dB	0	0
16	Locked	QAM256	597000000 Hz	3 dBmV	39 dB	0	0
17	Locked	QAM256	603000000 Hz	2 dBmV	39 dB	0	0
18	Locked	QAM256	609000000 Hz	3 dBmV	39 dB	0	0
19	Locked	QAM256	615000000 Hz	3 dBmV	39 dB	0	0
20	Locked	QAM256	621000000 Hz	2 dBmV	40 dB	0	0
21	Locked	QAM256	627000000 Hz	3 dBmV	39 dB	0	0
22	Locked	QAM256	633000000 Hz	3 dBmV	39 dB	0	0
23	Locked	QAM256	639000000 Hz	2 dBmV	39 dB	0	0
37	Locked	OFDM PLC	762000000 Hz	3 dBmV	39 dB	60924588	0
38	Locked	QAM256	471000000 Hz	2 dBmV	39 dB	0	0
39	Locked	QAM256	477000000 Hz	1 dBmV	39 dB	0	0
40	Locked	QAM256	483000000 Hz	1 dBmV	39 dB	0	0
41	Locked	QAM256	489000000 Hz	2 dBmV	39 dB	0	0
42	Locked	QAM256	447000000 Hz	0 dBmV	38 dB	0	0
43	Locked	QAM256	453000000 Hz	1 dBmV	38 dB	0	0
44	Locked	QAM256	459000000 Hz	0 dBmV	38 dB	0	0
45	Locked	QAM256	465000000 Hz	1 dBmV	39 dB	0	0

Upstream bonded channels:

Channel ID	Lock Status	US Channel Type	Frequency	Width	Power
1	Locked	SC-QAM	10400000 Hz	3200000	40.8 dBmV
2	Locked	SC-QAM	16400000 Hz	6400000	41.5 dBmV
3	Locked	SC-QAM	22800000 Hz	6400000	42.5 dBmV
4	Locked	SC-QAM	29200000 Hz	6400000	41.3 dBmV
9	Locked	SC-QAM	35600000 Hz	6400000	40.5 dBmV
11	Locked	SC-QAM	39600000 Hz	1600000	39.5 dBmV

1 day ago

XfinityThomasC

Official Employee

•

2K Messages

Hello, @user_apbwn4

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

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4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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

1 day ago

user_apbwn4

4 Messages

@XfinityThomasC Done. Thanks.

1 day ago

EG

Expert

•

107K Messages

1 day ago

OK so even though the signal status values looked good / within specs at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) / an upstream channel / return path impairment somewhere.

There are other signal stat values that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and check those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

user_apbwn4

4 Messages

Thank you. The tech we just had replaced very old cable and connections all the way from the road to the house. The signal strength increased by something like 8 dB. He said the signal had been very bad. Now when it is working, it is working better than ever. Unfortunately, the number of times the connection completely drops out is unchanged.

1 day ago

Your Home Network

user_apbwn4

internet keeps going down

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EG

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XfinityThomasC

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EG

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