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Visitor

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6 Messages

Saturday, May 14th, 2022 12:41 AM

Closed

Multiple Short Internet Disconnects per Day

I've been having a recurring issue where my internet disconnects multiple times per day for 1-3minutes each time. Xfinity online support has ran tests multiple times and cannot find the problem. I have also had a tech come out who confirmed there was no issues that they could find, however the disconnects keep happening. I've seen a few other forum posts that suggest the upstream/downstream power may not be correct which could cause this, but no idea how to change that. Any help would be greatly appreciated. 

Contributor

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45 Messages

3 years ago

are you running a firewall or some kind of security software. This may be an issue to which you need to tell said software to trust connection. Otherwise I would replace the modem. You cannot change the upstream or down stream signal that is on Xfinity's end. I also ask if you have changed any cables or plugged something in new around your modem. 

Expert

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110.2K Messages

3 years ago

Sure. It can be changed....

@yeon 

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 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.


What is the exact make and model number of the modem / gateway device ?

Is this a WiFi connection ?

Expert

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110.2K Messages

3 years ago

The SNR's are there in a column and they are good. Are there any modem RF error log entries being shown ? If so, please post them as well in their entirety (copy and paste them, don't post a screenshot) but redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. Personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically.

Visitor

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6 Messages

@EG​ Thanks for your help so far. Below is copy of the event log from the modem. I deleted out the MC MAC and CMTS MAC info. 

    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;1;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;
    Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    03:14:46
Sat May 14 2022
  Notice (6)   DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;
    03:15:01
Sat May 14 2022
  Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;

Expert

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110.2K Messages

3 years ago

FWIW most of those error log entries are unhelpful and basically invalid because they have the "Time Not Established" date / time stamp, so they really can't be used for troubleshooting purposes. They are really only one single event but it makes the entries look a lot more numerous than they really are. Are there any more that don't say Time Not Established" ?

Visitor

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6 Messages

@EG​ Please see below which is the errors from today thus far. Hoping these are more helpful in being able to troubleshoot. Appreciate the help thus far. 

   05:04:27
Tue May 17 2022
  Notice (6)   DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;
    05:04:43
Tue May 17 2022
  Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;
    14:42:39
Tue May 17 2022
  Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;
    14:43:06
Tue May 17 2022
  Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 3.;
    16:24:15
Tue May 17 2022
  Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;
    16:24:39
Tue May 17 2022
  Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 3.;;

Expert

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110.2K Messages

3 years ago

The error log entries 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 (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 poll for those upstream receive signal stats.


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

Visitor

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6 Messages

@EG​ Thanks for help and looking into the issue. Unfortunately I still haven't heard anything from Comcast since your last post. Is there anything further I need to do on my end to try and get it resolved? 

Official Employee

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2.1K Messages

@yeon Thanks for contacting our Xfinity Support Team and for you your patience. We are here to help and see what is going on with your connection. In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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

Visitor

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2 Messages

3 years ago

I am having the same issue. What am I supposed to do?

Expert

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110.2K Messages

3 years ago

@user_9be351 

Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 3-month-old dead thread is now being closed.

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