Frequent Visitor
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5 Messages
Multiple disconnections per day, t3 time-out and high number of uncorrectables
I started to have multiple disconnections per day. At that point, the modem can't be accessed via http://192.68.100.1 anymore and I have to reboot to regain Internet connectivity.
Looking at the modem after the reboot, I am seeing a lot of uncorrectables. Logs also show a fair amount of T3 time-out. This is still happening even after a tech came by and removed/added some filters to adjust the signal at the box outside the house.
Any ideas?
Here the data from the modem about 30min after a reboot
| Channel ID | Lock Status | Modulation | Frequency | Power | SNR/MER | Corrected | Uncorrectables |
| 20 | Locked | QAM256 | 525000000 Hz | 8.7 dBmV | 37.4 dB | 649 | 1845 |
| 17 | Locked | QAM256 | 507000000 Hz | 9.4 dBmV | 37.6 dB | 218 | 52 |
| 18 | Locked | QAM256 | 513000000 Hz | 9.3 dBmV | 37.6 dB | 1789 | 7019 |
| 19 | Locked | QAM256 | 519000000 Hz | 9.0 dBmV | 37.5 dB | 1748 | 7064 |
| 21 | Locked | QAM256 | 531000000 Hz | 8.9 dBmV | 37.4 dB | 1768 | 7017 |
| 22 | Locked | QAM256 | 537000000 Hz | 9.1 dBmV | 37.5 dB | 1740 | 7053 |
| 23 | Locked | QAM256 | 543000000 Hz | 8.7 dBmV | 37.4 dB | 1806 | 7006 |
| 24 | Locked | QAM256 | 549000000 Hz | 8.5 dBmV | 37.5 dB | 1840 | 6952 |
| 25 | Locked | QAM256 | 555000000 Hz | 8.4 dBmV | 37.3 dB | 1761 | 7001 |
| 26 | Locked | QAM256 | 561000000 Hz | 8.7 dBmV | 37.2 dB | 1772 | 7030 |
| 27 | Locked | QAM256 | 567000000 Hz | 8.2 dBmV | 37.2 dB | 1782 | 7005 |
| 28 | Locked | QAM256 | 573000000 Hz | 7.8 dBmV | 37.0 dB | 1765 | 7008 |
| 29 | Locked | QAM256 | 579000000 Hz | 7.8 dBmV | 37.1 dB | 1731 | 7046 |
| 30 | Locked | QAM256 | 585000000 Hz | 8.1 dBmV | 37.1 dB | 1757 | 6979 |
| 31 | Locked | QAM256 | 591000000 Hz | 7.7 dBmV | 36.9 dB | 1692 | 7056 |
| 32 | Locked | QAM256 | 597000000 Hz | 7.2 dBmV | 36.9 dB | 1720 | 7023 |
| 33 | Locked | QAM256 | 603000000 Hz | 7.4 dBmV | 36.8 dB | 1731 | 7016 |
| 34 | Locked | QAM256 | 609000000 Hz | 7.5 dBmV | 36.9 dB | 1839 | 7440 |
| 35 | Locked | QAM256 | 615000000 Hz | 7.3 dBmV | 36.8 dB | 1737 | 7487 |
| 36 | Locked | QAM256 | 621000000 Hz | 6.7 dBmV | 36.8 dB | 1783 | 7476 |
| 37 | Locked | QAM256 | 627000000 Hz | 6.6 dBmV | 36.6 dB | 1833 | 7383 |
| 38 | Locked | QAM256 | 633000000 Hz | 6.8 dBmV | 36.6 dB | 1861 | 7407 |
| 39 | Locked | QAM256 | 639000000 Hz | 6.8 dBmV | 36.5 dB | 1836 | 7402 |
| 40 | Locked | QAM256 | 645000000 Hz | 6.3 dBmV | 36.5 dB | 1794 | 7445 |
| 41 | Locked | QAM256 | 651000000 Hz | 6.3 dBmV | 36.4 dB | 1847 | 7392 |
| 42 | Locked | QAM256 | 657000000 Hz | 6.4 dBmV | 36.6 dB | 1850 | 7403 |
| 43 | Locked | QAM256 | 663000000 Hz | 6.4 dBmV | 36.4 dB | 1815 | 7403 |
| 44 | Locked | QAM256 | 669000000 Hz | 5.8 dBmV | 36.1 dB | 1744 | 7473 |
| 45 | Locked | QAM256 | 675000000 Hz | 5.8 dBmV | 35.8 dB | 1864 | 7369 |
| 46 | Locked | QAM256 | 681000000 Hz | 6.2 dBmV | 36.4 dB | 1808 | 7384 |
| 47 | Locked | QAM256 | 687000000 Hz | 6.3 dBmV | 36.4 dB | 1799 | 7458 |
| 48 | Locked | Other | 850000000 Hz | 1.7 dBmV | 32.5 dB | 136300444 | 896 |
| Channel | Channel ID | Lock Status | US Channel Type | Frequency | Width | Power |
| 1 | 3 | Locked | SC-QAM Upstream | 30300000 Hz | 6400000 Hz | 37.0 dBmV |
| 2 | 5 | Locked | SC-QAM Upstream | 41200000 Hz | 1600000 Hz | 36.0 dBmV |
| 3 | 2 | Locked | SC-QAM Upstream | 23700000 Hz | 6400000 Hz | 37.0 dBmV |
| 4 | 4 | Locked | SC-QAM Upstream | 36700000 Hz | 6400000 Hz | 36.0 dBmV |
| 5 | 1 | Locked | SC-QAM Upstream | 17300000 Hz | 6400000 Hz | 38.0 dBmV |
Responses
EG
Expert
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86.6K Messages
7 m ago
The stats are o/k. Please post again after 24 hours. Do no re-boot the modem. Post the error log entries as well.
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baolongnt
Frequent Visitor
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5 Messages
7 m ago
Here are the numbers after ~28hrs
Logs show the same 2 lines over and over (Modem MAC redactesd)
Date Time Event ID Event Level Description0
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baolongnt
Frequent Visitor
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5 Messages
7 m ago
Note that I also have been getting a bunch of these in the recent past. Just not this time around.
10/11/2020 08:34
82000200
3
"No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:67:0a:61;CM-QOS=1.1;CM-VER=3.1;"
10/11/2020 08:34
84000500
3
"SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=
xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:67:0a:61;CM-QOS=1.1;CM-VER=3.1;"
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EG
Expert
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86.6K Messages
7 m ago
The stats are o/k but there is a good amount of uncorrectable bit errors. And the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) 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 can check the CMTS (Cable Modem Termination System) 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 poll for those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
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ComcastMorgan
Official Employee
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2.5K Messages
7 m ago
Hi there, baolongnt. Thanks for reaching out to us here in the community! We appreciate you posting your modem reports as well. It's frustrating to find out you're experiencing these disconnects! I know you mentioned you've had a technician out, do you know if we have an amplifier installed at your premise?
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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baolongnt
Frequent Visitor
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5 Messages
7 m ago
> I know you mentioned you've had a technician out, do you know if we have an amplifier installed at your premise?
No amplifier. The tech came and unplugged all unused cables and removed some filters. Another tech came this morning and double checked all the outside wiring. Also, this time the tech came inside and checked wiring all the way to the modem. He did not find anything that would cause these issues. He replaced connectors to secure connections. Finally, he said something about creating a case to have things checked further upstream.
This afternoon the issue happened again. Same type of disconnect. High number of uncorrectables and same messages in the logs.
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ComcastMorgan
Official Employee
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2.5K Messages
7 m ago
Oh no! That's a bummer it's still happening. It sounds like the tech may have opened a maintenance request, which I can definitely check for. If you don't mind, please go ahead and send me a PM with your first and last name. We will continue from there. Thank you!
To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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baolongnt
Frequent Visitor
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5 Messages
6 m ago
The past days have been horrible. Not only do I completely loose connections several times during the day now but the connection is totally unstable. I get a huge amount of packet loss.
See ping logs below.
I tried to connect to my modem to get stats/logs but can't anymore. I get a login screen that I did not set up.
@ComcastMorgan Can you help follow up? I have exchanged a couple of DMs with Comcast employees about 2 weeks ago but now nothing. I have no update on the maintenance ticket that was opened for my area.
64 bytes from 74.6.143.26: icmp_seq=14739 ttl=51 time=94.409 ms
Request timeout for icmp_seq 14740
64 bytes from 74.6.143.26: icmp_seq=14741 ttl=51 time=103.442 ms
Request timeout for icmp_seq 14742
Request timeout for icmp_seq 14743
Request timeout for icmp_seq 14744
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Request timeout for icmp_seq 14747
64 bytes from 74.6.143.26: icmp_seq=14748 ttl=51 time=94.073 ms
Request timeout for icmp_seq 14749
Request timeout for icmp_seq 14750
Request timeout for icmp_seq 14751
Request timeout for icmp_seq 14752
Request timeout for icmp_seq 14753
64 bytes from 74.6.143.26: icmp_seq=14754 ttl=51 time=111.979 ms
Request timeout for icmp_seq 14755
64 bytes from 74.6.143.26: icmp_seq=14756 ttl=51 time=109.691 ms
Request timeout for icmp_seq 14757
Request timeout for icmp_seq 14758
64 bytes from 74.6.143.26: icmp_seq=14759 ttl=51 time=139.958 ms
Request timeout for icmp_seq 14760
Request timeout for icmp_seq 14761
64 bytes from 74.6.143.26: icmp_seq=14762 ttl=51 time=113.849 ms
64 bytes from 74.6.143.26: icmp_seq=14763 ttl=51 time=100.453 ms
Request timeout for icmp_seq 14764
Request timeout for icmp_seq 14765
64 bytes from 74.6.143.26: icmp_seq=14766 ttl=51 time=98.746 ms
64 bytes from 74.6.143.26: icmp_seq=14767 ttl=51 time=90.825 ms
64 bytes from 74.6.143.26: icmp_seq=14768 ttl=51 time=118.001 ms
64 bytes from 74.6.143.26: icmp_seq=14769 ttl=51 time=97.487 ms
Request timeout for icmp_seq 14770
Request timeout for icmp_seq 14771
64 bytes from 74.6.143.26: icmp_seq=14772 ttl=51 time=90.683 ms
64 bytes from 74.6.143.26: icmp_seq=14773 ttl=51 time=89.971 ms
Request timeout for icmp_seq 14774
64 bytes from 74.6.143.26: icmp_seq=14775 ttl=51 time=100.285 ms
64 bytes from 74.6.143.26: icmp_seq=14776 ttl=51 time=104.775 ms
64 bytes from 74.6.143.26: icmp_seq=14777 ttl=51 time=93.533 ms
64 bytes from 74.6.143.26: icmp_seq=14778 ttl=51 time=99.992 ms
64 bytes from 74.6.143.26: icmp_seq=14779 ttl=51 time=94.435 ms
Request timeout for icmp_seq 14780
64 bytes from 74.6.143.26: icmp_seq=14781 ttl=51 time=91.510 ms
64 bytes from 74.6.143.26: icmp_seq=14782 ttl=51 time=93.845 ms
64 bytes from 74.6.143.26: icmp_seq=14783 ttl=51 time=92.984 ms
64 bytes from 74.6.143.26: icmp_seq=14784 ttl=51 time=94.940 ms
64 bytes from 74.6.143.26: icmp_seq=14785 ttl=51 time=89.913 ms
64 bytes from 74.6.143.26: icmp_seq=14786 ttl=51 time=93.489 ms
64 bytes from 74.6.143.26: icmp_seq=14787 ttl=51 time=90.383 ms
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EG
Expert
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86.6K Messages
6 m ago
I'm going to try to re-escalate this.
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