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Constant dropping of packets throughout the day

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Constant dropping of packets throughout the day

Connection will drop randomly throughout the day for 15-30 seconds, then come back. Rinse and repeat throughout the day. A tech has come out and said everything looks good on his end, but the problem persists. Could the cable modem be faulty?

 

Here are the current stats from the modem:

Standard Specification Compliant ARRIS DOCSIS 3.0 Cable Modem / Retail
Hardware Version 3
Software Version 9.1.93V

 

Startup Procedure
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

 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 20 627.00 MHz -2.90 dBmV 38.61 dB 2605325 549074
2 Locked 256QAM 1 513.00 MHz -3.80 dBmV 38.98 dB 38518 14438
3 Locked 256QAM 2 519.00 MHz -3.90 dBmV 38.98 dB 66462 13629
4 Locked 256QAM 3 525.00 MHz -3.90 dBmV 38.61 dB 51509 12216
5 Locked 256QAM 4 531.00 MHz -3.80 dBmV 38.98 dB 89536 124667
6 Locked 256QAM 5 537.00 MHz -3.60 dBmV 38.98 dB 159518 217630
7 Locked 256QAM 6 543.00 MHz -3.80 dBmV 38.98 dB 161374 134151
8 Locked 256QAM 7 549.00 MHz -3.90 dBmV 38.98 dB 177739 158713
9 Locked 256QAM 8 555.00 MHz -3.90 dBmV 38.98 dB 251495 100561
10 Locked 256QAM 9 561.00 MHz -3.80 dBmV 38.98 dB 277926 99644
11 Locked 256QAM 10 567.00 MHz -3.60 dBmV 38.98 dB 365865 115405
12 Locked 256QAM 11 573.00 MHz -3.50 dBmV 38.61 dB 476239 293545
13 Locked 256QAM 12 579.00 MHz -3.30 dBmV 38.61 dB 653418 353652
14 Locked 256QAM 13 585.00 MHz -3.40 dBmV 38.61 dB 635086 263100
15 Locked 256QAM 14 591.00 MHz -3.10 dBmV 38.61 dB 696348 320588
16 Locked 256QAM 15 597.00 MHz -3.40 dBmV 38.98 dB 15838 48834
17 Locked 256QAM 16 603.00 MHz -3.50 dBmV 38.98 dB 1062297 337986
18 Locked 256QAM 17 609.00 MHz -3.10 dBmV 38.61 dB 1660819 207446
19 Locked 256QAM 18 615.00 MHz -3.10 dBmV 38.98 dB 1569361 299308
20 Locked 256QAM 19 621.00 MHz -2.70 dBmV 38.98 dB 2567767 432320
21 Locked 256QAM 21 633.00 MHz -2.30 dBmV 38.98 dB 2647986 277203
22 Locked 256QAM 22 639.00 MHz -2.20 dBmV 38.61 dB 3395184 426315
23 Locked 256QAM 23 645.00 MHz -2.30 dBmV 38.98 dB 2094185 442616
24 Locked 256QAM 24 651.00 MHz -2.10 dBmV 38.61 dB 2451067 279014
25 Locked 256QAM 26 657.00 MHz -2.30 dBmV 38.90 dB 3356624 384386
26 Locked 256QAM 27 663.00 MHz -2.30 dBmV 38.90 dB 1534075 253689
27 Locked 256QAM 28 669.00 MHz -2.40 dBmV 39.20 dB 8656341 1048631
28 Locked 256QAM 29 675.00 MHz -2.70 dBmV 38.60 dB 5876962 933305
29 Locked 256QAM 30 681.00 MHz -4.20 dBmV 38.20 dB 7343496 1382176
30 Locked 256QAM 31 687.00 MHz -6.40 dBmV 36.10 dB 15245043 2023994
31 Locked 256QAM 32 693.00 MHz -15.80 dBmV 30.70 dB 5785529 986436

 

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 4 5120 kSym/s 36.70 MHz 48.50 dBmV
2 Locked ATDMA 2 5120 kSym/s 23.70 MHz 50.00 dBmV
3 Locked ATDMA 1 5120 kSym/s 17.30 MHz 50.75 dBmV
4 Locked ATDMA 3 5120 kSym/s 30.30 MHz 49.25 dBmV

 

Time Priority Description
Sun Jan 28 11:33:56 2018 5 Lost MDD Timeout;CM-MAC=d4:04:cd:18:27:41;CMTS-MAC=00:01:5c:64:30:6d;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 28 11:34:28 2018 4 DCC rejected authentication failure;CM-MAC=d4:04:cd:18:27:41;CMTS-MAC=00:01:5c:64:30:6d;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 28 11:35:05 2018 5 Lost MDD Timeout;CM-MAC=d4:04:cd:18:27:41;CMTS-MAC=00:01:5c:64:30:6d;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 28 11:35:23 2018 4 Service Change Response rejected - Invalid transaction ID;CM-MAC=d4:04:cd:18:27:41;CMTS-MAC=00:01:5c:64:30:6d;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 28 11:35:25 2018 5 Lost MDD Timeout;CM-MAC=d4:04:cd:18:27:41;CMTS-MAC=00:01:5c:64:30:6d;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 28 11:36:13 2018 4 Service Change Response rejected - Invalid transaction ID;CM-MAC=d4:04:cd:18:27:41;CMTS-MAC=00:01:5c:64:30:6d;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 28 11:36:18 2018 4 DCC-ACK rejected authentication failure;CM-MAC=d4:04:cd:18:27:41;CMTS-MAC=00:01:5c:64:30:6d;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 28 11:36:23 2018 5 Lost MDD Timeout;CM-MAC=d4:04:cd:18:27:41;CMTS-MAC=00:01:5c:64:30:6d;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 28 11:40:17 2018 4 Service Add Ack rejected - Invalid transaction ID;CM-MAC=d4:04:cd:18:27:41;CMTS-MAC=00:01:5c:64:30:6d;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 28 11:40:27 2018 5 Lost MDD Timeout;CM-MAC=d4:04:cd:18:27:41;CMTS-MAC=00:01:5c:64:30:6d;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 28 11:41:11 2018 5 RCS Partial Service;CM-MAC=d4:04:cd:18:27:41;CMTS-MAC=00:01:5c:64:30:6d;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 28 11:41:18 2018 5 Lost MDD Timeout;CM-MAC=d4:04:cd:18:27:41;CMTS-MAC=00:01:5c:64:30:6d;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 28 11:41:25 2018 4 Service Change Response rejected - Invalid transaction ID;CM-MAC=d4:04:cd:18:27:41;CMTS-MAC=00:01:5c:64:30:6d;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 28 11:41:38 2018 5 Lost MDD Timeout;CM-MAC=d4:04:cd:18:27:41;CMTS-MAC=00:01:5c:64:30:6d;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 28 11:41:52 2018 4 Service Change Response rejected - Invalid transaction ID;CM-MAC=d4:04:cd:18:27:41;CMTS-MAC=00:01:5c:64:30:6d;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 28 11:42:22 2018 5 Lost MDD Timeout;CM-MAC=d4:04:cd:18:27:41;CMTS-MAC=00:01:5c:64:30:6d;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 28 11:42:35 2018 4 Service Change Response rejected - Invalid transaction ID;CM-MAC=d4:04:cd:18:27:41;CMTS-MAC=00:01:5c:64:30:6d;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 28 11:42:40 2018 5 Lost MDD Timeout;CM-MAC=d4:04:cd:18:27:41;CMTS-MAC=00:01:5c:64:30:6d;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 28 11:56:51 2018 5 RCS Partial Service;CM-MAC=d4:04:cd:18:27:41;CMTS-MAC=00:01:5c:64:30:6d;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 28 11:57:30 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:04:cd:18:27:41;CMTS-MAC=00:01:5c:64:30:6d;CM-QOS=1.1;CM-VER=3.0;
Expert

Re: Constant dropping of packets throughout the day

The upstream power is too high and may be intermittently fluctuating even higher out of spec. That can cause random disconnects, spontaneous re-booting of the modem, and speed and latency problems.

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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