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Internet randomly disconnects for a few minutes
For a few months now my internet will randomly disconnect for a few minutes. Sometimes when this happens the modem will restart itself and other times I will have to turn the modem off and on for the internet to start working again. I only have one splitter where the cable comes into the house. It splits the cable to internet and TV and there are no splitters after that for the internet. I have disconnected and reconnected the cables to make sure they are tightly connected. My modem is a Motorola SURFboard SB6141. Here is the information when I check the modem:
Downstream:
| Channel ID | 33 | 41 | 34 | 35 | 36 | 1 | 2 | 3 |
| Frequency | 495000000 Hz | 489000000 Hz | 507000000 Hz | 513000000 Hz | 519000000 Hz | 525000000 Hz | 531000000 Hz | 537000000 Hz |
| Signal to Noise Ration | 37 dB | 37 dB | 38 dB | 38 dB | 38 dB | 38 dB | 38 dB | 38 dB |
| Downstream modulation | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 |
| Power Level | -2 dBmV | -3 dBmV | -2 dBmV | -1 dBmV | -1 dBmV | -1 dBmV | -2 dBmV | -2 dBmV |
Upstream:
| Channel ID | 4 | 3 | 2 | 1 |
| Fequency | 16400000 Hz | 22800000 Hz | 29200000 Hz | 35600000 Hz |
| Ranging Service ID | 9995 | 9995 | 9995 | 9995 |
| Symbol Rate | 5.120 Msym/sec | 5.120 Msym/sec | 5.120 Msym/sec | 5.120 Msym/sec |
| Power Level | 49 dBmV | 49 dBmV | 50 dBmV | 50 dBmV |
| Upstream Modulation | [2] QPSK [1] 32QAM [3] 64QAM |
[2] QPSK [1] 32QAM [3] 64QAM |
[2] QPSK [1] 32QAM [3] 64QAM |
[2] QPSK [1] 32QAM [3] 64QAM |
| Ranging Status | Success | Success | Success | Success |
When I check the logs I get these errors every time the internet goes out:
| 3-Critical | R06.0 | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
| 3-Critical | R03.0 | Ranging Request Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
| 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
BruceW
Gold Problem Solver
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26.4K Messages
3 years ago
Perhaps not the cause of the problem, but you should be aware that the SB6141 is no longer approved for use with their Internet service. See https://www.xfinity.com/support/devices.
The downstream signals you posted look OK, but the upstream power levels are borderline (too high). This usually indicates a problem between your modem and Comcast's network.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit ($70-$100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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CCShaina
Problem Solver
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393 Messages
3 years ago
@david.p Hey there and thank you for reaching out to us here at the Xfinity Community Forums with your connectivity concerns. I just wanted to check in and see if you have had a chance to review the awesome information and troubleshooting steps provided by @BruceW so far. If the issue is still persisting, I would be more than happy to support you further.
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