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Intermittent internet access lost. Modem resets itself.

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Intermittent internet access lost. Modem resets itself.

Hi. I lose internet access about once a day.  The modem resets itself then access is stable.  Tech has been here twice to repalce all splitters and check the wiring.  Never fails while tech is here.  Is the modem signal ok? See the signal information is below from 192.168.100.1 below.   Modem is: Motorola SURFboard eXtreme model #SB6120

 

Downstream  Bonding Channel Value

Channel ID                               209                  210                   211                 212  

Frequency                    691750000 Hz  697750000 Hz  703750000 Hz  709750000 Hz 

Signal to Noise Ratio                38 dB              38 dB              38 dB              38 dB 

Downstream Modulation QAM256                  QAM256         QAM256         QAM256 

Power                                      13 dBmV          12 dBmV        12 dBmV   11 dBmV  

 

 

Upstream  Bonding Channel Value

Channel ID 3  

Frequency 30400000 Hz 

Ranging Service ID 4798 

Symbol Rate 5.120 Msym/sec 

Power Level 37 dBmV 

Upstream Modulation [3] QPSK

[3] 64QAM

 

Ranging Status  Success 

 

 

Signal Stats (Codewords) Bonding Channel Value

Channel ID                               209                 210                  211      212  

Total Unerrored Codewords 1051342408  1051341601  1051342716  1051342289 

Total Correctable Codewords 41                      192      15                   9 

Total Uncorrectable Codewords 1520              2261                 1442  1491 

Frequent Visitor

Re: Intermittent internet access lost. Modem resets itself.

P.S  FOr more information on this same problem, here is the log from the modem.  Do any of the "critical" conditions indicate a problem that needs to be fixed?

 

Mar 13 2011 16:25:34 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:23:74:f6:3a:a5;CMTS-MAC=00:0f:90:27:47:68;CM-QOS=1.1;CM-VER=3.0;

 

Mar 13 2011 15:03:35 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:23:74:f6:3a:a5;CMTS-MAC=00:0f:90:27:47:68;CM-QOS=1.1;CM-VER=3.0;

 

Mar 13 2011 15:03:34 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=00:23:74:f6:3a:a5;CMTS-MAC=00:0f:90:27:47:68;CM-QOS=1.1;CM-VER=3.0;

 

Mar 13 2011 15:03:33 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:23:74:f6:3a:a5;CMTS-MAC=00:0f:90:27:47:68;CM-QOS=1.1;CM-VER=3.0;

 

Mar 12 2011 16:14:32 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:23:74:f6:3a:a5;CMTS-MAC=00:0f:90:27:47:68;CM-QOS=1.1;CM-VER=3.0;

 

Mar 12 2011 16:11:30 6-Notice I502.0 Received REG-RSP while in REG-HOLD1 state;CM-MAC=00:23:74:f6:3a:a5;CMTS-MAC=00:0f:90:27:47:68;CM-QOS=1.1;CM-VER=3.0;

 

Mar 12 2011 16:10:39 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:23:74:f6:3a:a5;CMTS-MAC=00:0f:90:27:47:68;CM-QOS=1.1;CM-VER=3.0;

 

Mar 12 2011 16:10:38 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=00:23:74:f6:3a:a5;CMTS-MAC=00:0f:90:27:47:68;CM-QOS=1.1;CM-VER=3.0;

 

Mar 12 2011 16:10:37 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:23:74:f6:3a:a5;CMTS-MAC=00:0f:90:27:47:68;CM-QOS=1.1;CM-VER=3.0;

 

Mar 12 2011 14:04:27 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:23:74:f6:3a:a5;CMTS-MAC=00:0f:90:27:47:68;CM-QOS=1.1;CM-VER=3.0;

 

Mar 12 2011 14:04:27 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=00:23:74:f6:3a:a5;CMTS-MAC=00:0f:90:27:47:68;CM-QOS=1.1;CM-VER=3.0;

 

Mar 12 2011 14:04:26 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:23:74:f6:3a:a5;CMTS-MAC=00:0f:90:27:47:68;CM-QOS=1.1;CM-VER=3.0;

 

Mar 11 2011 05:39:00 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:23:74:f6:3a:a5;CMTS-MAC=00:0f:90:27:47:68;CM-QOS=1.1;CM-VER=3.0;

 

Mar 11 2011 05:38:58 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:23:74:f6:3a:a5;CMTS-MAC=00:0f:90:27:47:68;CM-QOS=1.1;CM-VER=3.0;

Expert

Re: Intermittent internet access lost. Modem resets itself.

Your downstream power level is a bit high for the SB6120 modem  and your upstream is a bit low.  I had the same spontaneous modem rebooting issue with it until I got the downstream power down below +10dB. You could try adding a coax splitter to the line leading directly to the modem to add some attenuation. I added a -6dB attenuator (not a splitter) to my line and it did the trick. This is not the ideal way to fix things. A comcast tech intervention would be the correct way..



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Frequent Visitor

Re: Intermittent internet access lost. Modem resets itself.

Thank you for the fast reply.  Tech coming again this week (third trip here) to try and fix this.  I will mention this information. 

Expert

Re: Intermittent internet access lost. Modem resets itself.

Good luck with it ! Please post back and let us know how things turn out.



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Was your question answered? Mark the post as Best Answer!
New Poster

Re: Intermittent internet access lost. Modem resets itself.

OK, you asked for me to post progress, here is what has happened in the last month since I last posted in March...

 

First, I tried the attenuator, but that did not improve the intermittent resets. 

 

Next, I ran a brand new single cable from the modem back to the splitter, so there wouldn't be any splits along the way other than the first one where the cable comes into the house to the modem.  The intermittent resets continued, but not as frequently (once or twice a day).

 

So  I called a tech back in.  He spent two hours in the house. He said there was some noise on the line, so he crimped new terminations on every piece of cable leading to the other TVs and cable boxes and he tightened everything down.  He also replaced the splitters (again!).  He reconfigured the splitters  so the internet line is only split once from the primary cable.  I also agreed to let him replace my Motorola modem with a Comcast modem: Ubee D3.0.   He finished his work and said the signal was great.  Next day: two more modem resets.

 

So I called Comcast *again* and asked if the could install a single new line with just internet service to allow me to have a brand new account so I could have a new, separte second line coming into the house.  They refused, stating that it's against policy to allow more than one line into a house.  But we agreed to have a tech come again, this time to be joined by a regional supervisor who could evaluate other options (he mentioned an amplifier as one option).

 

Well, the tech arrived, but no supervisor.  Fortunately while he was here, the modem reset itself (he called it "timing out") so he saw first-hand my problem.  He went outside and climbed the utility pole and also examined the drop wire coming to the house.  He told me that the drop wire was frayed at the junction at the pole and he showed me a small circuit board where the connector was damaged.  He replaced both.  He checked the signal and said it was better than when he first arrived.

 

Well, (knock on wood) it's been a few days since and we ahve had no cable resets. 

 

If this holds, then the moral is simple:  replace everything.  The cable coming into the house was at least 15 years old.  The connector on the circuit board he showed me was clearly bent so the middle wire in the coax could not get a firm connection.  The inside coax I replaced in the house was also at least 15 years old.  Also I'm fine with the Comacst modem; we don't need anything fancy here - just downloads and email, etc.  I like knowing that Comcast is responsible for upgrading (if anyone has comments about the Ubee modem, please post).

 

I'll replay again if anything changes here.  I hoping this is it; I've been working on this for 5 months.

 

 

Silver Problem Solver

Re: Intermittent internet access lost. Modem resets itself.

Thanks for bringing us up to date on your issue.