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Connection drops constantly

New Poster

Connection drops constantly

Moved to a new house about 2 weeks ago. Since then I've been experiencing connection drops constantly. Today is the worst (at least 20 connection drops so far). 

 

I started off with a Netgear C3000, but this evening installed a SB6141. Got tired of techs telling me it was my equipments fault, so thought I would try a different modem...obviously having the same issues since I'm posting here.

 

I've had one tech out to the house (another scheduled for tomorrow). First tech said levels looked great. He removed an amplifier in the box outside the house, saying I didn't need it. 

 

Here's the current diag info from the SB6141:

 

Downstream Bonding Channel Value
Channel ID 11  12  14  15  16  17  18  20 
Frequency 531000000 Hz  537000000 Hz  549000000 Hz  555000000 Hz  561000000 Hz  567000000 Hz  573000000 Hz  585000000 Hz 
Signal to Noise Ratio 38 dB  38 dB  38 dB  38 dB  38 dB  38 dB  38 dB  38 dB 
Downstream Modulation QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
1 dBmV   0 dBmV   0 dBmV   0 dBmV   0 dBmV   0 dBmV   0 dBmV   0 dBmV  

 

Upstream Bonding Channel Value
Channel ID
Frequency 23000000 Hz  35800000 Hz  29400000 Hz 
Ranging Service ID 12744  12744  12744 
Symbol Rate 5.120 Msym/sec  5.120 Msym/sec  5.120 Msym/sec 
Power Level 45 dBmV  45 dBmV  46 dBmV 
Upstream Modulation [2] QPSK
[1] 32QAM
[3] 64QAM
 
[2] QPSK
[1] 32QAM
[3] 64QAM
 
[2] QPSK
[1] 32QAM
[3] 64QAM
 
Ranging Status Success  Success  Success 

 

Signal Stats (Codewords) Bonding Channel Value
Channel ID 11  12  14  15  16  17  18  20 
Total Unerrored Codewords 126911783  124413113  124485247  124468809  124417072  124456862  124489054  124494217 
Total Correctable Codewords 257163  267414  253135  262112  267995  257081  247141  243893 
Total Uncorrectable Codewords 159341  199913  150547  166216  188388  160607  140606  142082 

 

 

Time Priority Code Message
Apr 30 2018 20:07:17 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:f6:b9:94;CMTS-MAC=00:01:5c:72:84:63;CM-QOS=1.1;CM-VER=3.0;
Apr 30 2018 19:28:17 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=10:05:b1:f6:b9:94;CMTS-MAC=00:01:5c:72:84:63;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:41 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:f6:b9:94;CMTS-MAC=00:01:5c:72:84:63;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=10:05:b1:f6:b9:94;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Apr 30 2018 19:26:41 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=10:05:b1:f6:b9:94;CMTS-MAC=00:01:5c:72:84:63;CM-QOS=1.1;CM-VER=3.0;
Apr 30 2018 19:26:41 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=10:05:b1:f6:b9:94;CMTS-MAC=00:01:5c:72:84:63;CM-QOS=1.1;CM-VER=3.0;
Apr 30 2018 19:26:39 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:f6:b9:94;CMTS-MAC=00:01:5c:72:84:63;CM-QOS=1.1;CM-VER=3.0;
Apr 30 2018 19:26:20 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=10:05:b1:f6:b9:94;CMTS-MAC=00:01:5c:72:84:63;CM-QOS=1.1;CM-VER=3.0;
Apr 30 2018 19:26:20 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=10:05:b1:f6:b9:94;CMTS-MAC=00:01:5c:72:84:63;CM-QOS=1.1;CM-VER=3.0;
Apr 30 2018 19:26:18 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:f6:b9:94;CMTS-MAC=00:01:5c:72:84:63;CM-QOS=1.1;CM-VER=3.0;
Apr 30 2018 19:25:32 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=10:05:b1:f6:b9:94;CMTS-MAC=00:01:5c:72:84:63;CM-QOS=1.1;CM-VER=3.0;
Apr 30 2018 19:25:32 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=10:05:b1:f6:b9:94;CMTS-MAC=00:01:5c:72:84:63;CM-QOS=1.1;CM-VER=3.0;
Apr 30 2018 19:25:31 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:f6:b9:94;CMTS-MAC=00:01:5c:72:84:63;CM-QOS=1.1;CM-VER=3.0;
Apr 30 2018 18:49:22 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=10:05:b1:f6:b9:94;CMTS-MAC=00:01:5c:72:84:63;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:26 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:f6:b9:94;CMTS-MAC=00:01:5c:72:84:63;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=10:05:b1:f6:b9:94;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Apr 30 2018 18:48:22 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=10:05:b1:f6:b9:94;CMTS-MAC=00:01:5c:72:84:63;CM-QOS=1.1;CM-VER=3.0;
Apr 30 2018 18:48:22 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=10:05:b1:f6:b9:94;CMTS-MAC=00:01:5c:72:84:63;CM-QOS=1.1;CM-VER=3.0;
Apr 30 2018 18:48:21 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:f6:b9:94;CMTS-MAC=00:01:5c:72:84:63;CM-QOS=1.1;CM-VER=3.0;
Apr 30 2018 18:48:04 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=10:05:b1:f6:b9:94;CMTS-MAC=00:01:5c:72:84:63;CM-QOS=1.1;CM-VER=3.0;

 

 

Expert

Re: Connection drops constantly

Your levels look fine, but you do have a lot of instability judging from your event log. If your next tech doesn't fix it, let us know and we'll get an employee to check the node health. 

 

FYI: They owe you a $20 credit for every tech visit after the first for the same problem.You can also get a credit for your service from the time you first reported the issue until it is resolved.

 

If you want to do some troubleshooting on your own: 

See the troubleshooting guide.


I am not a Comcast employee, just a moderator. Pls observe Wheaton's Law.
New Poster

Re: Connection drops constantly

Tech was out today and checked everything out. He states that he saw "ripples" happening. He took my modem outside and connected it directly to the drop at the house and said he was still able to see the ripples from upstream. 

 

He's called it in as a maintenance issue and says they should come out to resolve with 24-48 hours. Keeping my fingers crossed on this.

 

Expert

Re: Connection drops constantly

Ripples are caused by the signal bouncing between two impedance mismatches. Given the attenuation properties of in-home wiring, these are usually very difficult to produce in the home. Almost always, ripples are caused by outside plant issues somewhere in the trunk or hard line.

 

Keep us updated pls. 


I am not a Comcast employee, just a moderator. Pls observe Wheaton's Law.
New Poster

Re: Connection drops constantly

Happy to say this issue appears to be fixed. After the maintenance guy came out yesterday afternoon and said the tap was bad in the box in front of my house. He replaced it and since then I haven't had a single connection drop. The diags on the modem look perfect as well.

 

Zero correctables and uncorrectables.

 

Zero messages logged in the event log.

 

I've got to say that I am very impressed with the service provided by the local techs that came out to the house. Very professional, thorough, and really seemed to care about restoring my service. I can't say the same for the phone techs. The phone techs are a disgrace to Comcast (and this is as nice as I can possibly say this). They do nothing but read a broken script and do their best to get you off the phone as quickly as possible.