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Connection Drops Throughout the day

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Connection Drops Throughout the day

I've had Xfinity for two years because it is the only service available at my complex.  Of those two years, I've had about 4 months worth of reliable internet.  

 

I currently have a Motorola MG7540 that was purchased on 12/30/19.  I had no issues with the internet for 4 months, then the connection became worse than ever.  In the past two years, all wall connections have been replaced.  The cables I am using are under two months old as well.

 

Here are the log I just pulled

 

Log
 

 

 
 

 


  
 Time   Priority   Description 
 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:60:d9:22;CMTS-MAC=00:01:5c:75:12:63;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jun 17 10:24:28 2020    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:60:d9:22;CMTS-MAC=00:01:5c:75:12:63;CM-QOS=1.1;CM-VER=3.0; 
 Wed Jun 17 10:27:09 2020    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:60:d9:22;CMTS-MAC=00:01:5c:75:12:63;CM-QOS=1.1;CM-VER=3.0; 
 Wed Jun 17 11:12:08 2020    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:60:d9:22;CMTS-MAC=00:01:5c:75:12:63;CM-QOS=1.1;CM-VER=3.0; 
 Wed Jun 17 11:12:15 2020    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:60:d9:22;CMTS-MAC=00:01:5c:75:12:63;CM-QOS=1.1;CM-VER=3.0; 
 Wed Jun 17 11:13:47 2020    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:60:d9:22;CMTS-MAC=00:01:5c:75:12:63;CM-QOS=1.1;CM-VER=3.0; 
 Wed Jun 17 11:13:49 2020    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:40:36:60:d9:22;CMTS-MAC=00:01:5c:75:12:63;CM-QOS=1.1;CM-VER=3.0; 
 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:60:d9:22;CMTS-MAC=00:01:5c:75:12:63;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 08 07:29:40 2020    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:60:d9:22;CMTS-MAC=00:01:5c:75:12:63;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6 

 

Here are the signal ranges.

 

Downstream Bonded Channels
 

 

 
 

 


  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 8 453.0 0.9 40.2 0 0
2 Locked QAM256 9 459.0 1.0 40.2 0 0
3 Locked QAM256 10 465.0 0.9 40.1 0 0
4 Locked QAM256 11 471.0 0.9 40.1 0 0
5 Locked QAM256 12 477.0 1.2 40.1 0 0
6 Locked QAM256 13 483.0 1.1 40.1 0 0
7 Locked QAM256 14 489.0 1.1 39.3 0 0
8 Locked QAM256 15 495.0 1.0 39.6 0 0
9 Locked QAM256 16 501.0 1.2 39.9 0 0
10 Locked QAM256 17 507.0 1.0 38.3 0 0
11 Locked QAM256 18 513.0 1.2 40.0 0 0
12 Locked QAM256 19 519.0 1.1 40.0 0 0
13 Locked QAM256 20 525.0 1.1 40.0 0 0
14 Locked QAM256 21 531.0 1.2 39.9 0 0
15 Locked QAM256 22 537.0 1.1 39.9 0 0
16 Locked QAM256 23 543.0 1.0 39.8 0 0
Total             0 0



   Upstream Bonded Channels
 

 

 
 

 


  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked ATDMA 5 5120 36.5 45.5
2 Locked ATDMA 6 5120 30.1 45.0
3 Locked ATDMA 7 5120 23.7 44.0
4 Locked ATDMA 8 5120 17.3 43.5

 

The Xfinity techs try their best, but they are limited by the company's policies.  They always suggest using their modem setup, but I would find it very suspicious if leasing and using their equipment will fix the problem.

 

Any help/advice would be amazing.  This is starting to affect my work.

 

Thanks all

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Expert

Re: Connection Drops Throughout the day

Is this with a WiFi connection ? If so, for a test, does a computer hardwired directly to the Motorola gateway device with an ethernet cable have the same problem ?



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Re: Connection Drops Throughout the day

The hard wired computer will drop signal.

 

All devices that are connected via WIFI will show a connection to the router, but they are unable to access the internet.

 

Regardless of wired or wireless connection, all devises are affected.

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Expert

Re: Connection Drops Throughout the day

O/k even though the signal stats looked o/k at that snapshot in time, the error log entries confirm 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 can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.



I am not a Comcast Employee.
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!