Regular Visitor
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15 Messages
Internet keeps going out in the morning to afternoon each day.
[Image Removed: "Personal Information/ CM-MAC Address"]
A couple of weeks ago I had a bad thunderstorm here and lightning struck and blew out my modem and router. I went and replaced my modem and router with the exact same models I was using before. Well a couple of days after replacing them my internet started to go out every day in the morning/ afternoon time. Sometimes just once, sometimes twice. It works perfectly throughout the whole evening. I also replaced the coaxial cable going from the wall to the modem and that didn’t help. Usually I just reset the modem and it works fine after that, but my wife works from home so this causes a huge issue for her. Is there anything I can do on my end to fix this or do I have to have somebody to come here and fix it ?
EG
Expert
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107.1K Messages
3 years ago
What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1
Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.
What is the exact make and model number of the modem ?
Is this a WiFi connection ?
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persuazion1
Regular Visitor
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15 Messages
3 years ago
Hello. The modem is a Netgear CM1000. It is wired through Ethernet to my pc from my router. It loses internet connection and my phone and tv will lose the Connection at the same time. Not sure how to find those specific numbers… but maybe you can make sense out of this?
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EG
Expert
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107.1K Messages
3 years ago
The stats are o/k /in spec. Are there any error log entries being shown ? If so, please post them as well in their entirety.
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persuazion1
Regular Visitor
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15 Messages
3 years ago
I get..
-SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK—
-No Ranging Response received - T3 time-out;CM-
over and over when the internet drops.. as well as
-Resetting the cable modem due to docsDevResetNow
also the latest error is
Honoring MDD; IP provisioning mode = IPv6
I took a screenshot of the log on my original topic post but the pic was removed.
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persuazion1
Regular Visitor
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15 Messages
3 years ago
@EG this was the first part of that screenshot
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EG
Expert
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107.1K Messages
3 years ago
O/k well without seeing them in their entirety, the error log entries that you posted may indicate 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 figures 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 that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !
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persuazion1
Regular Visitor
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15 Messages
3 years ago
Still waiting on a reply
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