Visitor
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4 Messages
Repeated lapses in service, router restarts daily - router log attached
We've been experiencing lapses in wifi over the last couple of weeks. It seems to happen once or more per day, sometimes more times per day and sometimes less. The problem started happening right after our next door neighbor got Xfinity service. We live in a row of 4 condos and I'm at the end of the line, farthest from the service box. My 3 other neighbors in the row all have Xfinity as well and the ones I have talked to have said they have had problems but not as much as us. I noticed the technician who came out left the cables outside of the box because they do not fit anymore - I think he put in a larger splitter and now the bundle is too large to fit. Our internet service will go down, the router will restart and then about 5-10 minutes later we will get service again. Anybody have any ideas? I'm wondering if the signal is getting degraded maybe? Equipment is Motorola AC1900 Model MG7550
| Time Not Established |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing |
| Time Not Established |
Critical (3) |
DHCP failed - DHCP Solicit sent, No DHCP Advertise received; |
| Time Not Established |
Critical (3) |
No UCDs Received - Timeout; |
| Time Not Established |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing; |
| Time Not Established |
Critical (3) |
No UCDs Received - Timeout;; |
| Time Not Established |
Critical (3) |
DHCP failed - DHCP Solicit sent, No DHCP Advertise received; |
| Time Not Established |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing; |
| Time Not Established |
Critical (3) |
No UCDs Received - Timeout; |
| Time Not Established |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing; |
| Time Not Established |
Critical (3) |
No UCDs Received - Timeout; |
| Time Not Established |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing; |
| Time Not Established |
Critical (3) |
No UCDs Received - Timeout; |
| Time Not Established |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing; |
| Time Not Established |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire FEC framing; |
| Time Not Established |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing; |
| Time Not Established |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire FEC framing |
| Time Not Established |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing; |
| Time Not Established |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire FEC framing; |
| Time Not Established |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing; |
| Mon Apr 10 22:27:58 2023 |
Critical (3) |
No Ranging Response received - T3 time-out; |
| Thu Apr 13 18:55:18 2023 |
Critical (3) |
No Ranging Response received - T3 time-out; |
| Thu Apr 13 18:59:25 2023 |
Critical (3) |
No Ranging Response received - T3 time-out; |
| Thu Apr 13 19:06:38 2023 |
Critical (3) |
Resetting the cable modem due to docsDevResetNow |
| Thu Apr 13 19:10:06 2023 |
Critical (3) |
No Ranging Response received - T3 time-out; |
| Fri Apr 14 17:36:52 2023 |
Critical (3) |
No Ranging Response received - T3 time-out; |
| Mon Apr 17 11:39:49 2023 |
Critical (3) |
No Ranging Response received - T3 time-out; |
| Tue Apr 25 01:43:45 2023 |
Critical (3) |
No Ranging Response received - T3 time-out; |
| Mon May 01 18:17:08 2023 |
Critical (3) |
No Ranging Response received - T3 time-out; |
| Thu May 04 16:35:08 2023 |
Critical (3) |
No Ranging Response received - T3 time-out; |
| Sat May 06 18:43:49 2023 |
Critical (3) |
No Ranging Response received - T3 time-out; |
| Time Not Established |
Notice (6) |
Honoring MDD; IP provisioning mode = IPv6 |
| Tue May 09 01:51:46 2023 |
Critical (3) |
Started Unicast Maintenance Ranging - No Response received - T3 time-out; |
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EG
Expert
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111.8K Messages
2 years ago
Please also 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 ?
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EG
Expert
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111.8K Messages
2 years ago
The signal status values at that snapshot in time were OK but 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 values 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 (The Digital Care Team) who 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 the CMTS for those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
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EG
Expert
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111.8K Messages
2 years ago
Quite welcome ! I escalated this yesterday as well. If you don't get a timely response I will re-escalate it.
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Blt6
Visitor
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3 Messages
2 years ago
Had same issue ever since they put new lines down our road. Agent checked everything and in the end after hours on chat and phone she said I should go get new modem at store!!
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