My internet access goes down every hour

For the last several months my internet access goes down once every hour, sometimes every half an hour.

I've followed the Internet Troubleshooting Tips posted at https://forums.xfinity.com/conversations/your-home-network/internet-troubleshooting-tips/602dae4ac5375f08cde52ea0#M316652 , and especially the sections about signal levels and splitters; the levels of my connection are within the boundaries, and there are no splitters between the cable that comes from the street and the cable modem.

I've also read through similar threads like this https://forums.xfinity.com/conversations/your-home-network/intermittent-internet-outages/602db029c5375f08cd2468f3

I don't know what else to do. I spoke about it with my neighbour and she told me that her internet access goes down frequently as well. She uses an Xfinity-provided modem, and I use an Arris SURFboard SB6141.

Modem information:

Model Name: SB6141
Vendor Name: ARRIS Group, Inc.
Firmware Name: SB_KOMODO-1.0.7.4-SCM00-NOSH
Boot Version: PSPU-Boot(25CLK)(W) 1.0.12.18m5
Hardware Version: 8.0
Firmware Build Time: Jun 26 2020 18:18:25

Signal information:

Downstream	Bonding Channel Value
Channel ID	32	33	34	35	36	37	38	39
Frequency	579000000 Hz	585000000 Hz	591000000 Hz	597000000 Hz	603000000 Hz	609000000 Hz	615000000 Hz	621000000 Hz
Signal to Noise Ratio	38 dB	38 dB	38 dB	38 dB	37 dB	37 dB	38 dB	38 dB
Downstream Modulation	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256
Power Level	5 dBmV	5 dBmV	5 dBmV	5 dBmV	5 dBmV	4 dBmV	4 dBmV	5 dBmV

Upstream	Bonding Channel Value
Channel ID	2	4	3	1
Frequency	16400000 Hz	29200000 Hz	22800000 Hz	10400000 Hz
Ranging Service ID	9060	9060	9060	9060
Symbol Rate	5.120 Msym/sec	5.120 Msym/sec	5.120 Msym/sec	2.560 Msym/sec
Power Level	42 dBmV	43 dBmV	43 dBmV	42 dBmV
Upstream Modulation	[2] QPSK [1] 32QAM [3] 64QAM	[2] QPSK [1] 32QAM [3] 64QAM	[2] QPSK [1] 32QAM [3] 64QAM	[2] QPSK [4] 16QAM
Ranging Status	Success	Success	Success	Success

Signal Status (Codewords)	Bonding Channel Value
Channel ID	32	33	34	35	36	37	38	39
Total Unerrored Codewords	96300383	96308602	96316872	96325849	96294352	96293399	96294030	96300025
Total Correctable Codewords	22	0	0	0	12	9	42	14
Total Uncorrectable Codewords	1545	1454	1370	1388	1398	710	1509	1480

Logs information:

Time	Priority	Code	Message
Feb 06 2022 13:40:26	5-Warning	Z00.0	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:27	3-Critical	R02.0	No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:18	6-Notice	N/A	Cable Modem Reboot due to T4 timeout ;CM-QOS=1.1;CM-VER=3.0;
Feb 06 2022 13:39:20	3-Critical	R04.0	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-QOS=1.1;CM-VER=3.0;
Feb 06 2022 13:38:41	4-Error	D101.0	DHCP RENEW sent - No response for IPv6;CM-QOS=1.1;CM-VER=3.0;
Feb 06 2022 13:35:20	3-Critical	R02.0	No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
Feb 06 2022 01:59:05	3-Critical	R06.0	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-QOS=1.1;CM-VER=3.0;
Feb 06 2022 01:59:05	3-Critical	R03.0	Ranging Request Retries exhausted;CM-QOS=1.1;CM-VER=3.0;
Feb 06 2022 01:59:02	3-Critical	R02.0	No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
Feb 06 2022 01:58:37	3-Critical	R06.0	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-QOS=1.1;CM-VER=3.0;
Feb 06 2022 01:58:37	3-Critical	R03.0	Ranging Request Retries exhausted;CM-QOS=1.1;CM-VER=3.0;
Feb 06 2022 01:58:36	3-Critical	R02.0	No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
Feb 05 2022 22:15:32	5-Warning	Z00.0	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:18	6-Notice	N/A	Cable Modem Reboot due to T4 timeout ;CM-QOS=1.1;CM-VER=3.0;
Feb 05 2022 22:14:39	3-Critical	R04.0	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-QOS=1.1;CM-VER=3.0;
Feb 05 2022 22:11:24	5-Warning	T202.0	Lost MDD Timeout;CM-QOS=1.1;CM-VER=3.0;
Feb 05 2022 22:10:59	3-Critical	T05.0	SYNC Timing Synchronization failure - Loss of Sync;CM-QOS=1.1;CM-VER=3.0;
Feb 05 2022 21:17:25	5-Warning	Z00.0	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:23	3-Critical	R02.0	No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:18	6-Notice	N/A	Cable Modem Reboot due to power reset ;CM-QOS=1.1;CM-VER=3.0;

Responses

Accepted Solution

U

user_a59932

Visitor

•

9 Messages

3 years ago

This problem has been resolved.

Four days ago a technician came by and replaced a faulty splitter found in the panel outside.

My internet connection has not gone down even once since then, and no new messages have shown up on the cable modem's logs.

1

0

XfinityEricB

Official Employee

•

2.1K Messages

Good to hear we got the issue resolved, and back to where you can enjoy your service again. If you ever need anything again, we are here for you!

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

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

3 years ago

0

U

user_a59932

Visitor

•

9 Messages

3 years ago

Threads with a similar problem:

Home Internet consistently times out https://forums.xfinity.com/conversations/your-home-network/home-internet-consistently-times-out/61fff8222b02795da398a937
Internet Drops Intermittently throughout the day https://forums.xfinity.com/conversations/your-home-network/internet-drops-intermittently-throughout-the-day-packet-loss-when-streaming-or-playing-video-games-please-help/61fc8fa0ac62991212ad09bd
Internet drops multiple times per day https://forums.xfinity.com/conversations/your-home-network/internet-drops-multiple-times-per-day/61f2ed462aa9b452b92ad604
Ongoing Internet Outage (T3 Timeouts) https://forums.xfinity.com/conversations/your-home-network/ongoing-internet-outage-t3-timeouts/61ff02c62b02795da398a61c
Intermittent Internet Connection Drops https://forums.xfinity.com/conversations/your-home-network/intermittent-internet-connection-drops/6132c1b2ef55351432c4c97f
Intermittent connection, modem refresh https://forums.xfinity.com/conversations/your-home-network/intermittent-connection-modem-refresh/61e21b011483e63d3e53afec
Frequent brief disconnects https://forums.xfinity.com/conversations/your-home-network/frequent-brief-disconnects/61fca35fac62991212ad0a34
T3 Timeouts - Loss of internet access https://forums.xfinity.com/conversations/your-home-network/t3-timeouts-loss-of-internet-access/61f831ced363c738ea9ccd18
Lost Connections and Intermittent Delays https://forums.xfinity.com/conversations/your-home-network/lost-connections-and-intermittent-delays/61f5e688d363c738ea9bbc7d
Modem issue - internet intermittently dropping https://forums.xfinity.com/conversations/your-home-network/modem-issue-internet-intermittently-dropping/61eab79cd363c738ea84f099
SB8200 Losing signal multiple times per day https://forums.xfinity.com/conversations/your-home-network/sb8200-losing-signal-multiple-times-per-day/61f94153d363c738ea9cd4ce

(edited)

1

0

XfinityEricB

Official Employee

•

2.1K Messages

Hello @user_a59932! Thank you for reaching out to us here with your connection issue you are having with your internet service. I would be happy to do a little more troubleshooting with you to see if we can't find the cause. Can you send us a private message with your full name, name of account holder (if different) and service address? To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!

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

3 years ago

0

U

user_a59932

Visitor

•

9 Messages

3 years ago

New Signal information below:

Downstream	Bonding Channel Value
Channel ID	20	18	19	21	22	23	24	25
Frequency	507000000 Hz	489000000 Hz	495000000 Hz	513000000 Hz	519000000 Hz	525000000 Hz	531000000 Hz	537000000 Hz
Signal to Noise Ratio	37 dB	38 dB	37 dB	37 dB	38 dB	38 dB	38 dB	37 dB
Downstream Modulation	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256
Power Level	6 dBmV	6 dBmV	6 dBmV	6 dBmV	6 dBmV	6 dBmV	6 dBmV	6 dBmV

Upstream	Bonding Channel Value
Channel ID	2	4	3	1
Frequency	16400000 Hz	29200000 Hz	22800000 Hz	10400000 Hz
Ranging Service ID	10828	10828	10828	10828
Symbol Rate	5.120 Msym/sec	5.120 Msym/sec	5.120 Msym/sec	2.560 Msym/sec
Power Level	41 dBmV	41 dBmV	41 dBmV	41 dBmV
Upstream Modulation	[2] QPSK [1] 32QAM [3] 64QAM	[2] QPSK [1] 32QAM [3] 64QAM	[2] QPSK [1] 32QAM [3] 64QAM	[2] QPSK [4] 16QAM
Ranging Status	Success	Success	Success	Success

Signal Status (Codewords)	Bonding Channel Value
Channel ID	20	18	19	21	22	23	24	25
Total Unerrored Codewords	2891786201	2891794497	2891802685	2891778041	2891767492	2891766446	2891768592	2891771679
Total Correctable Codewords	15	16	13	20	57	69	14	49
Total Uncorrectable Codewords	1556	1378	1370	1468	1370	1476	1593	1486

(edited)

0

EG

Expert

•

110.2K Messages

3 years ago

Now closing this marked as "Solved" topic.

0

Your Home Network

user_a59932

My internet access goes down every hour

user_a59932

XfinityEricB

user_a59932

XfinityEricB

user_a59932

EG

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