Frequent Visitor
•
7 Messages
Temporary loss of internet connection daily
In the past two weeks or so, I have been experiencing temporary loss of internet connection daily. I have contacted xfinity several times through chat and calls. As they suggested, I have replaced literally everything inside my house. I have now a new modem and a new RG6 cable directly connected from outside to my modem. But the problem continues. Last night I have lost about 30 minutes of internet, and this morning another 3 minutes. The event log shows a lot of T3, T4 errors, for example, this is the log for this morning:
| ime Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Fri Aug 14 07:08:23 2020 | Critical (3) | REG RSP not received;CM-MAC=50:95:51:57:2a:03;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0; |
| Fri Aug 14 08:58:50 2020 | Critical (3) | Resetting the cable modem due to docsDevResetNow |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| Fri Aug 14 09:00:01 2020 | Critical (3) | REG RSP not received;CM-MAC=50:95:51:57:2a:03;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
|
This is the log yesterday night:
MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 11:16:55 2020 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 11:17:02 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:01:03 2020 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:01:16 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:01:23 2020 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:01:36 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:02:51 2020 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:03:17 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:06:30 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:06:30 2020 Critical (3) TFTP Request Retries exceeded, CM unable to register
Thu Aug 13 18:06:58 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:10:08 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:10:09 2020 Critical (3) TFTP Request Retries exceeded, CM unable to register
Thu Aug 13 18:10:33 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:13:45 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:13:46 2020 Critical (3) TFTP Request Retries exceeded, CM unable to register
Thu Aug 13 18:13:50 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:14:06 2020 Critical (3) No UCDs Received - Timeout;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:14:31 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:17:38 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:17:43 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:18:06 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:21:07 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:21:12 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:21:36 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:24:46 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:24:47 2020 Critical (3) TFTP Request Retries exceeded, CM unable to register
Thu Aug 13 18:24:50 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:25:07 2020 Critical (3) No UCDs Received - Timeout;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:25:08 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:25:34 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:28:33 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:28:38 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:29:02 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:32:15 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:32:15 2020 Critical (3) TFTP Request Retries exceeded, CM unable to register
Thu Aug 13 18:32:20 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:32:45 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:35:58 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:35:58 2020 Critical (3) TFTP Request Retries exceeded, CM unable to register
Thu Aug 13 18:36:03 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:36:26 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:39:26 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:39:31 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:39:32 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:39:37 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:39:38 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:39:42 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:40:07 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:43:19 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:43:20 2020 Critical (3) TFTP Request Retries exceeded, CM unable to register
Thu Aug 13 18:43:45 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:46:46 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:46:54 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:47:19 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
A copy of the curent status is shown below:
The statuses listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.
| Procedure | Status | Comment |
| Acquire Downstream Channel | Locked | |
| Connectivity State | OK | Operational |
| Boot State | OK | Operational |
| Configuration File | OK | |
| Security | Enabled | BPI+ |
| DOCSIS Network Access Enabled | Allowed |
| Channel | Lock Status | Modulation | Channel ID | Frequency | Power | SNR | Corrected | Uncorrectables |
| 1 | Locked | QAM256 | 13 | 483000000 Hz | 7.7 dBmV | 39.4 dB | 0 | 0 |
| 2 | Locked | QAM256 | 1 | 405000000 Hz | 8.1 dBmV | 39.9 dB | 0 | 0 |
| 3 | Locked | QAM256 | 2 | 411000000 Hz | 8.0 dBmV | 39.8 dB | 0 | 0 |
| 4 | Locked | QAM256 | 3 | 417000000 Hz | 8.0 dBmV | 39.4 dB | 0 | 0 |
| 5 | Locked | QAM256 | 4 | 423000000 Hz | 8.1 dBmV | 39.7 dB | 0 | 0 |
| 6 | Locked | QAM256 | 5 | 429000000 Hz | 7.8 dBmV | 39.7 dB | 0 | 0 |
| 7 | Locked | QAM256 | 6 | 435000000 Hz | 8.1 dBmV | 39.7 dB | 0 | 0 |
| 8 | Locked | QAM256 | 7 | 447000000 Hz | 7.8 dBmV | 39.6 dB | 0 | 0 |
| 9 | Locked | QAM256 | 8 | 453000000 Hz | 7.4 dBmV | 39.5 dB | 0 | 0 |
| 10 | Locked | QAM256 | 9 | 459000000 Hz | 7.2 dBmV | 39.5 dB | 0 | 0 |
| 11 | Locked | QAM256 | 10 | 465000000 Hz | 7.3 dBmV | 39.5 dB | 0 | 0 |
| 12 | Locked | QAM256 | 11 | 471000000 Hz | 7.5 dBmV | 39.5 dB | 1 | 0 |
| 13 | Locked | QAM256 | 12 | 477000000 Hz | 7.6 dBmV | 39.4 dB | 0 | 0 |
| 14 | Locked | QAM256 | 14 | 489000000 Hz | 7.9 dBmV | 39.4 dB | 0 | 0 |
| 15 | Locked | QAM256 | 15 | 495000000 Hz | 8.0 dBmV | 39.4 dB | 0 | 0 |
| 16 | Locked | QAM256 | 16 | 501000000 Hz | 8.0 dBmV | 39.3 dB | 0 | 0 |
| Channel | Lock Status | US Channel Type | Channel ID | Symbol Rate | Frequency | Power |
| 1 | Locked | ATDMA | 4 | 5120 Ksym/sec | 16400000 Hz | 48.0 dBmV |
| 2 | Locked | ATDMA | 1 | 5120 Ksym/sec | 35600000 Hz | 48.0 dBmV |
| 3 | Locked | ATDMA | 2 | 5120 Ksym/sec | 29200000 Hz | 46.5 dBmV |
| 4 | Locked | ATDMA | 3 | 5120 Ksym/sec | 22800000 Hz | 46.5 dBmV |
Can you help me to look into and solve the issue? Thank you.
by2000
Frequent Visitor
•
7 Messages
5 years ago
Just now it's another 10 minutes loss of connection. I noticed that now the modem only has 1 upstream - normally it was 4 streams, and I am using SB6183
The statuses listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.
50.0 dBmV
0
0
EG
Expert
•
110.2K Messages
5 years ago
The upstream power is too high and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
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by2000
Frequent Visitor
•
7 Messages
5 years ago
The statuses listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.
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by2000
Frequent Visitor
•
7 Messages
5 years ago
Thank you for the reply. I have already bought a new modem and used a new cable directly connect my modem to the outside cable. I only have internet service, so I dont have any splitters.
How can I get a tech visit appointment? I tried to chat and call, but they all said they can't help to schedule a visit.
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by2000
Frequent Visitor
•
7 Messages
5 years ago
Thank you. I will try to see if I can get a tech visit. Last time I called, the person insists that my network is fine and they can't send a tech due to covid issue.
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EG
Expert
•
110.2K Messages
5 years ago
Upstream power out of spec.. Insist on a tech visit !! Ask for a tier 2 rep and or a supervisor / manager !
Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Good luck with it !!
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by2000
Frequent Visitor
•
7 Messages
5 years ago
Spent a whole afternoon trying to book a tech visit, but won't be able to get one. called for help and wasted the entire time rebooting the modem and the rep insisted everything looked fine and they won't be able to schedule a tech visit.
Also did an online chat and the rep said he tried to schedule a tech for me but went back with an error. He said he scheduled a call-back for me and the "advance team" would contact me shortly, but I have yet to received the call.
Is it this difficult to get a tech visit from Comcast nowadays? I am really frustrated. I am a teacher who will start teaching realtime online courses via Zoom in 10 days, and my 2 kids will start online classes soon also. I am really worried that this issue will affect my work and life.
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by2000
Frequent Visitor
•
7 Messages
5 years ago
Just now the fourth time today my internet was disconnected. I am about to cancel the Comcast service. I need to get this done in 10 days or I won't be able to return the new modem I just bought. It is a shame that the city we live do not have many ISP options, but I will give ATT Fiber a try.
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PhoenixW
New Poster
•
1 Message
5 years ago
Xfinity is just garbage. They advertise high speeds but only provide them sporadically. I highly encourage changing ISPs.
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