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Conference calls are pausing for several seconds multiple times a day

Limeybigdog
Regular Visitor

Conference calls are pausing for several seconds multiple times a day

I have been have issues with my conference calls pausing during the day.  Some days are worse than others and I have to wait for them to reconnect.  I hve been trying to get to the root cuase and tracking when they happen to look at varous logs on my router.  Last night I decided to look at my modem and foudn that there is a correlation with the timing and this error on my modem - Started Unicast Maintenance Ranging - No Response received - T3 time-out.  Not sure if this is the cause so loking for input and possible resolution.

 

The issue occures if I am wireless or direct to the modem.  Modem is 2 mnths old and a Netgear CM1100.  There is one splitter in the house and nly one cable going to the modem.  No TV or phone service.

 

Thanks

EG
Expert

Re: Conference calls are pausing for several seconds multiple times a day

Start with the modem's signal stats. Perhaps they already are, or they are close to being out of spec and intermittently they go completely of spec. Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?




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Limeybigdog
Regular Visitor

Re: Conference calls are pausing for several seconds multiple times a day

The modem is Netgear CM1100.

Here is the informatino that I could pull down.  I had just rebooted if that makes a difference.

 

<tabindex=-1>Startup Procedure</tabindex=-1>
ProcedureStatusComment
Acquire Downstream Channel651000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnableBPI+
IP Provisioning ModeHonor MDDIPv6 only

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>
ChannelLock StatusModulationChannel IDFrequencyPowerSNR / MERUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
1LockedQAM25633651000000 Hz-2.5 dBmV42.7 dB1721111400
2LockedQAM2569507000000 Hz-2.7 dBmV41.7 dB1611253100
3LockedQAM25610513000000 Hz-2.7 dBmV42.6 dB1611633700
4LockedQAM25611519000000 Hz-2.6 dBmV38.8 dB1611975600
5LockedQAM25612525000000 Hz-2.6 dBmV42.6 dB1612346300
6LockedQAM25613531000000 Hz-2.9 dBmV43.1 dB1612734900
7LockedQAM25614537000000 Hz-2.7 dBmV42.9 dB1613101800
8LockedQAM25615543000000 Hz-3.0 dBmV42.8 dB1613477100
9LockedQAM25616549000000 Hz-2.8 dBmV37.3 dB1613869900
10LockedQAM25617555000000 Hz-2.9 dBmV41.0 dB1614196700
11LockedQAM25618561000000 Hz-2.8 dBmV42.9 dB1614597200
12LockedQAM25619567000000 Hz-2.9 dBmV42.8 dB1614972600
13LockedQAM25620573000000 Hz-3.0 dBmV42.7 dB1615356100
14LockedQAM25621579000000 Hz-2.5 dBmV42.4 dB1615700300
15LockedQAM25622585000000 Hz-3.0 dBmV42.3 dB1616081200
16LockedQAM25623591000000 Hz-2.4 dBmV42.7 dB1616486600
17LockedQAM25624597000000 Hz-3.0 dBmV42.5 dB1616815400
18LockedQAM25625603000000 Hz-2.4 dBmV42.7 dB1617203900
19LockedQAM25626609000000 Hz-2.9 dBmV42.7 dB1617577900
20LockedQAM25627615000000 Hz-2.7 dBmV42.7 dB1618039300
21LockedQAM25628621000000 Hz-2.7 dBmV42.6 dB1618444200
22LockedQAM25629627000000 Hz-2.8 dBmV42.6 dB1618810900
23LockedQAM25630633000000 Hz-2.7 dBmV42.5 dB1619176700
24LockedQAM25631639000000 Hz-2.6 dBmV42.7 dB1619540800
25LockedQAM25632645000000 Hz-2.6 dBmV42.7 dB1619944400
26LockedQAM25634657000000 Hz-2.7 dBmV42.6 dB1620308000
27LockedQAM25635663000000 Hz-2.4 dBmV42.6 dB1620642000
28LockedQAM25636669000000 Hz-2.6 dBmV42.6 dB1621045200
29LockedQAM25637675000000 Hz-2.2 dBmV42.0 dB1621408500
30LockedQAM25638681000000 Hz-2.9 dBmV42.4 dB1621802100
31LockedQAM25639687000000 Hz-2.3 dBmV42.6 dB1622123100
32LockedQAM25640693000000 Hz-2.6 dBmV42.4 dB1622064200

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
ChannelLock StatusModulationChannel IDFrequencyPower
1LockedATDMA536500000 Hz44.3 dBmV
2LockedATDMA630100000 Hz44.3 dBmV
3LockedATDMA723700000 Hz44.3 dBmV
4LockedATDMA817300000 Hz44.3 dBmV
5Not LockedUnknown00 Hz0.0 dBmV
6Not LockedUnknown00 Hz0.0 dBmV
7Not LockedUnknown00 Hz0.0 dBmV
8Not LockedUnknown00 Hz0.0 dBmV

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>
ChannelLock StatusModulation / Profile IDChannel IDFrequencyPowerSNR / MERActive Subcarrier Number RangeUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
1Locked0159702000000 Hz-1.6 dBmV37.0 dB1126 ~ 296913686120732040
2Not Locked000 Hz-2.1 dBmV0.0 dB0 ~ 4095000

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
ChannelLock StatusModulation / Profile IDChannel IDFrequencyPower
1Not LockedUnknown00 Hz0 dBmV
2Not LockedUnknown00 Hz0 dBmV

Current System Time: Tue Feb 16 14:41:05 2021
System Up Time: 0:06:40

 

As I track the times it seems to related to the critical issues listed below:

 

TimePriorityDescription
2021-02-16, 14:35:32Warning (5)Dynamic Range Window violation
2021-02-16, 14:35:32Warning (5)RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-16, 14:35:32Warning (5)Dynamic Range Window violation
2021-02-16, 14:35:32Warning (5)RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-16, 14:35:12Warning (5)REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv6
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2021-02-16, 13:38:02Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-16, 11:54:08Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-16, 11:53:59Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-16, 11:36:48Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-16, 10:53:12Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-16, 10:00:56Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-15, 16:55:02Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-15, 16:54:50Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-15, 14:26:46Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-14, 17:23:54Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-14, 17:18:01Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-14, 16:49:56Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-14, 16:15:00Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-14, 15:57:43Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-14, 15:40:18Critical (3)SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2021-02-13, 07:10:25Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-13, 07:10:05Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-13, 07:10:05Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-13, 07:09:46Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-13, 07:09:46Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-13, 07:09:26Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-13, 07:09:25Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-13, 07:08:54Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-13, 07:08:49Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-13, 07:08:46Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-12, 15:35:34Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-12, 15:04:16Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-12, 14:47:38Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-12, 14:08:41Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-12, 13:55:42Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-12, 09:46:24Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;
2021-02-12, 09:41:00Critical (3)SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=9c:c9:eb:92:a0:90;CMTS-MAC=00:56:2b:77:70:ee;CM-QOS=1.1;CM-VER=3.1;

 

 

EG
Expert

Re: Conference calls are pausing for several seconds multiple times a day

The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures 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 that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !



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Limeybigdog
Regular Visitor

Re: Conference calls are pausing for several seconds multiple times a day

Thank you for the support

EG
Expert

Re: Conference calls are pausing for several seconds multiple times a day

My pleasure !  🙂

 



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Limeybigdog
Regular Visitor

Re: Conference calls are pausing for several seconds multiple times a day

@EG When do you think I will hear something as soem days are really bad and this is distruptive to my job as I am on confernece calls all day?

ComcastLysaP
Official Employee

Re: Conference calls are pausing for several seconds multiple times a day

Hey @Limeybigdog

 

We appreciate you taking time to reach out regarding the issues with your conference calls. As someone who works from home, we want to be sure we get this resolved for you, ASAP.

Let’s get to working on this in a private message. To send a private message, please click my name "ComcastLysa" then select "Send a Message" on the right side.


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