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UBEE U10C018 Cable Modem looses connection 2+ more times a day - SYNC light flashing

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UBEE U10C018 Cable Modem looses connection 2+ more times a day - SYNC light flashing

Hi All,

 

I would appreciate any cable techies who might be able to help me with this little problem we have been having for the past few months. Basically, two or more times a day our UBEE U10C018 Cable Modem will lose its connection to the internet. When this happens, we notice that the SYNC light is flashing and the READY light is off. In order to resolve the problem, we turn the modem off, wait 20-30 seconds and switch it back on. Voila, the internet is back but then 6-12 hours later, the connection will drop again.

 

Let me also provide a bit of background information, we live in a condo building with 40+ units and only have the cable modem and a X1 box connected via a splitter to the main cable coming into the unit from the Comcast distribution panel down the hall from the apartment. Just in case the splitter or the coax cables were bad, I replaced them but to no avail. I called Comcast and they told me that the modem has never been supported and that I would need to check their listings for supported modems and replace it. If I still had problems, then I could call back and they would send a technician out to help. Now the only thing I find funny about this is that when we first signed up with Comcast (about 7 years ago), they sent us the same modem we are using now. I simply ordered a new one from Amazon instead of renting one from Comcast. I was able to setup the modem just fine back then and they were able to register the MAC address off the one I purchased just fine. I would have thought that if the modem was not compatible that the modem would not be able to connect at all but what do I know?

 

Now I work in the IT industry and I understand that technology moves on and I would have found it perfectly reasonable if they had said "Oh yes, we did support that modem when you first signed up with us but we have moved the modem you have only supports DOCSIS 1.0/1.1/2.0 and we now only support DOCSIS 3.0" but to say they don't have this modem on their listings at all and they never have supported it seems a little fishy. Now I have no problem ordering a new Comcast compatible modem but I would appreciate anyone who understands the modem logs (see below) I pulled from the modem just to make sure there is nothing else going on. I think it is fair to say that the only way I am going to get Comcast to help me further with this issue is if I replace our modem with one they deem as compatible so I will start working on that and go from there.

 

But if anyone has the knowledge to review the below logs and let me know what they think, that would be most appreciated!

 

Thanks so much in advance!!!

Martin

 

Cable Modem Information
Cable Modem : DOCSIS 1.0/1.1/2.0 Compliant
MAC Address : 90:6E:BB:1816
IP Address : 0.0.0.0
IPV6 Address : 2001:558:4033:c1:926e:bbff:fe18:d1d6/128
Serial Number : 906EBB18D1D6
Boot Code Version : 1.1.2b
Software Version : 2.105.3002
Hardware Version : 1.3
CA Key : Installed

=====================

Cable Modem Status
Item Status Comments
Acquire a Downstream Channel 639000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+

=====================

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 23
Downstream Frequency : 639000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : 1.3 dBmV
Downstream SNR : 36.4 dB

=====================

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 9
Upstream Frequency : 36500000 Hz
Upstream Modulation : QAM32
Upstream Symbol Rate : 5120 Ksym/sec
Upstream transmit Power Level : 47.2 dBmV
Upstream Mini-Slot Size : 4

=====================

Cable Modem Upstream Burst


Req

Init Maint

Per Maint

Adv Short

Adv Long

Adv UGS

(1)

(3)

(4)

(9)

(10)

(11)

Modulation Type QPSK QPSK 32QAM 64QAM 64QAM 64QAM
Differential Encoding Off Off Off Off Off Off
Preamble Length 56 640 384 104 104 104
Preamble Value Offset 652 0 0 716 716 716
FEC Error Correction (T) 0 5 5 12 16 12
FEC Codeword Information Bytes (k) 16 34 34 81 223 81
Scrambler Seed 338 338 338 338 338 338
Maximum Burst Size 0 0 0 11 193 219
Guard Time Size 8 48 48 8 8 8
Last Codeword Length Fixed Fixed Fixed Short Short Short
Scrambler on/off On On On On On On

Cable Modem Operation Configuration
Network Access : Allowed
Maximum Downstream Data Rate : 31250000
Maximum Upstream Data Rate : 6250000
Maximum Upstream Channel Burst : 50000
Maximum Number of CPEs : 1
Configuration FileName : d11_m_u10c018_silverpboost_c01.cm
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Disabled

=====================

Cable Modem Event Log
First Time Last Time Priority Description
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Sun Feb 04 11:43:23 2018 Sun Feb 04 11:43:23 2018 Critical (3) DCC aborted unable to communicate on new upstream channel
Sun Feb 04 11:43:23 2018 Sun Feb 04 11:43:23 2018 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries...
Sun Feb 04 11:43:23 2018 Sun Feb 04 11:43:23 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Sun Feb 04 11:28:07 2018 Sun Feb 04 11:28:07 2018 Critical (3) DCC aborted unable to communicate on new upstream channel
Sun Feb 04 11:28:07 2018 Sun Feb 04 11:28:07 2018 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries...
Sun Feb 04 11:28:07 2018 Sun Feb 04 11:28:07 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Sun Feb 04 09:21:02 2018 Sun Feb 04 09:21:02 2018 Critical (3) No Ranging Response received - T3 time-out
Sun Feb 04 09:20:55 2018 Sun Feb 04 09:20:55 2018 Critical (3) DCC aborted unable to communicate on new upstream channel
Sun Feb 04 09:20:55 2018 Sun Feb 04 09:20:55 2018 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries...
Sun Feb 04 09:20:55 2018 Sun Feb 04 09:20:55 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Sat Feb 03 19:44:24 2018 Sat Feb 03 19:44:24 2018 Critical (3) No Ranging Response received - T3 time-out
Sat Feb 03 19:44:19 2018 Sat Feb 03 19:44:19 2018 Critical (3) Init RANGING Critical Ranging Request Retries exhausted
Sat Feb 03 19:44:19 2018 Sat Feb 03 19:44:19 2018 Critical (3) No Ranging Response received - T3 time-out
Sat Feb 03 19:37:19 2018 Sat Feb 03 19:37:19 2018 Critical (3) Init RANGING Critical Ranging Request Retries exhausted
Sat Feb 03 19:37:19 2018 Sat Feb 03 19:37:19 2018 Critical (3) No Ranging Response received - T3 time-out
Sat Feb 03 19:31:07 2018 Sat Feb 03 19:31:07 2018 Critical (3) Init RANGING Critical Ranging Request Retries exhausted
Sat Feb 03 19:31:07 2018 Sat Feb 03 19:31:07 2018 Critical (3) No Ranging Response received - T3 time-out
Sat Feb 03 19:23:39 2018 Sat Feb 03 19:23:39 2018 Critical (3) Init RANGING Critical Ranging Request Retries exhausted
Sat Feb 03 19:23:39 2018 Sat Feb 03 19:23:39 2018 Critical (3) No Ranging Response received - T3 time-out
Sat Feb 03 19:16:31 2018 Sat Feb 03 19:16:31 2018 Critical (3) DCC aborted unable to communicate on new upstream channel
Sat Feb 03 19:16:31 2018 Sat Feb 03 19:16:31 2018 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries...
Sat Feb 03 19:16:31 2018 Sat Feb 03 19:16:31 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Sat Feb 03 05:05:37 2018 Sat Feb 03 05:05:37 2018 Critical (3) Init RANGING Critical Ranging Request Retries exhausted
Sat Feb 03 05:05:37 2018 Sat Feb 03 05:05:37 2018 Critical (3) No Ranging Response received - T3 time-out
Sat Feb 03 04:59:11 2018 Sat Feb 03 04:59:11 2018 Critical (3) Init RANGING Critical Ranging Request Retries exhausted
Sat Feb 03 04:59:11 2018 Sat Feb 03 04:59:11 2018 Critical (3) No Ranging Response received - T3 time-out
Sat Feb 03 04:53:59 2018 Sat Feb 03 04:53:59 2018 Critical (3) Init RANGING Critical Ranging Request Retries exhausted
Sat Feb 03 04:53:59 2018 Sat Feb 03 04:53:59 2018 Critical (3) No Ranging Response received - T3 time-out
Sat Feb 03 04:48:12 2018 Sat Feb 03 04:48:12 2018 Critical (3) Init RANGING Critical Ranging Request Retries exhausted
Sat Feb 03 04:48:12 2018 Sat Feb 03 04:48:12 2018 Critical (3) No Ranging Response received - T3 time-out

Diamond Problem Solver

Re: UBEE U10C018 Cable Modem looses connection 2+ more times a day - SYNC light flashing

Ever notice if the upstream power levels intermittently go higher in to the 50-51 dB area ?
Gold Problem Solver

Re: UBEE U10C018 Cable Modem looses connection 2+ more times a day - SYNC light flashing


Martin_Collins wrote: ... but to say they don't have this modem on their listings at all and they never have supported it seems a little fishy. ...

Comcast's phone and chat reps are often wrong. If you view the previous version of their approved modems list at http://mydeviceinfo.g.comcast.net and click the "End-Of-Life Devices" box, you'll see that all Ubee modems are EOL. The direct link for the U10C018 is http://mydeviceinfo.g.comcast.net/device.php?devid=15. It was once supported, but has been EOL for nearly 5 years.

 

Note that the device EOL status may not be the reason for its erratic behavior. If replacing the modem doesn't fix this, you may have some sort of signal problem. Intermittents are most often due to poor connections in the coax line, which tends to produce the high upstream values that EG mentioned.

 

If you haven't already, check out Connection Troubleshooting Tips.

New Poster

Re: UBEE U10C018 Cable Modem looses connection 2+ more times a day - SYNC light flashing

Thank you EG for your respose. I just got home and the connection was down again, cycled the modem and just checked and the Upstream transmit Power Level is 47.2 dBmV still. I will monitor this over the next few days and see if this goes above 50-51 dB.

New Poster

Re: UBEE U10C018 Cable Modem looses connection 2+ more times a day - SYNC light flashing

Thank you BruceW for your assistance as well. I appreciate you taking the time to look up the EOL supported modem information. I knew it was supported, I simply could not believe this modem was at one time not supported as this is the very same modem model that Comcast originally provided us. I think (as you say) that as the modem is EOL 5 years I am going to replace it and see if that makes any difference, if I am still having issues after that then I will absolutely get on the line with Comcast again and request that a Tech comes out and checks our connections.