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Connection issues

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Regular Visitor

Connection issues

So, I've been going back and forth with Comcast/Xfinity for MONTHS now with connection issues. My internet will randomly drop out for between a few seconds to a few minutes at a time. It's a daily occurrence now, and today it's been especially more feeble.

I should mention that my internet goes down completely; both Wi-Fi and Hardwired connections.

I use an aftermarket modem/router, due to the fact Xfinity's one simply can't support the strain I sometimes have to put on it (streaming, gaming, homework, all happen at the same time on this network sometimes *the connection never seems to die when all that is happening, however*.)

I've had numerous visits from techs (at this point, I believe it's 5 total visits) with a new problem being blamed every time. The most resent "problem" is interference, as I live in an apt complex. However, this issue wasn't a thing before.

I'm at my wits end here. I need a constant internet connection for work/school and I'm simply not getting it. Can someone please help me out.

Thanks in advance,
Jon
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Expert

Re: Connection issues

What do the modem's signal stats look like ? 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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Re: Connection issues

Thank you for replying,

  Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 21 645000000 Hz 6.9 dBmV 39.7 dB 0 0
2 Locked QAM256 17 621000000 Hz 5.8 dBmV 39 dB 0 0
3 Locked QAM256 18 627000000 Hz 6.5 dBmV 39.2 dB 0 0
4 Locked QAM256 19 633000000 Hz 6.9 dBmV 39.5 dB 0 0
5 Locked QAM256 20 639000000 Hz 6.8 dBmV 39.4 dB 0 0
6 Locked QAM256 33 717000000 Hz 8.4 dBmV 40.2 dB 0 0
7 Locked QAM256 22 651000000 Hz 7.8 dBmV 39.8 dB 0 0
8 Locked QAM256 23 657000000 Hz 8.3 dBmV 39.9 dB 0 0
9 Locked QAM256 24 663000000 Hz 8 dBmV 39.9 dB 0 0
10 Locked QAM256 25 669000000 Hz 7.7 dBmV 39.7 dB 0 0
11 Locked QAM256 26 675000000 Hz 7.8 dBmV 38.8 dB 0 0
12 Locked QAM256 27 681000000 Hz 8.1 dBmV 39.7 dB 0 0
13 Locked QAM256 28 687000000 Hz 8.1 dBmV 39.9 dB 0 0
14 Locked QAM256 29 693000000 Hz 7.7 dBmV 39.7 dB 0 0
15 Locked QAM256 30 699000000 Hz 7.9 dBmV 39.9 dB 0 0
16 Locked QAM256 31 705000000 Hz 7.9 dBmV 40.1 dB 0 0
17 Locked QAM256 32 711000000 Hz 7.3 dBmV 41.2 dB 0 0
18 Locked QAM256 34 723000000 Hz 7.5 dBmV 41.3 dB 0 0
19 Locked QAM256 35 729000000 Hz 7.3 dBmV 40.4 dB 0 0
20 Locked QAM256 36 735000000 Hz 8.2 dBmV 41 dB 0 0
21 Locked QAM256 37 741000000 Hz 7.7 dBmV 40.8 dB 0 0
22 Locked QAM256 38 747000000 Hz 7.1 dBmV 40.4 dB 0 0
23 Locked QAM256 39 753000000 Hz 6.9 dBmV 39.9 dB 0 0
24 Locked QAM256 40 759000000 Hz 7.3 dBmV 40.3 dB 0 0

 

Upstream Bonded Channels

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 36500000 Hz 45 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 30100000 Hz 45 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 23700000 Hz 43.5 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 17300000 Hz 43.5 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
 I'm on a Netgear C7000v2
 
I don't know if this is what you're asking for: I'm not well versed in internet stuff. :/
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Expert

Re: Connection issues

Stat are o/k. Please also post the RF error / event log entries.



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Re: Connection issues

Is there any way to get them to *not just* ok??

 

Here is the error log:

Time Priority Description
2020-2-1, 14:49:09 Warning (5) Unicast DSID PSN startup error
1970-1-1, 00:00:50 Notice (6) Honoring MDD; IP provisioning mode = IPv6
1970-1-1, 00:00:45 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:41 Notice (6) WiFi Interface [wl1] set to Channel 153 (Side-Band Channel:N/A) - Reason:INIT
1970-1-1, 00:00:41 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INIT
1970-1-1, 00:00:39 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2020-2-1, 14:34:24 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.0;CM-VER=3.0;
2020-2-1, 14:32:47 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 14:32:22 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 14:32:14 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 14:31:46 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 14:31:42 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 14:03:01 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 14:01:57 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.0;CM-VER=3.0;
2020-2-1, 14:01:24 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.0;CM-VER=3.0;
2020-2-1, 14:01:10 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 14:01:05 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 14:00:50 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 14:00:43 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 14:00:32 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 14:00:23 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 14:00:10 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 14:00:03 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 13:59:50 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 13:59:43 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 13:59:30 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 13:59:23 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 13:59:10 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 13:59:03 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 13:58:50 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 13:58:43 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 13:58:10 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 13:57:43 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 13:57:35 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 13:57:35 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 13:57:35 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 13:57:30 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 13:57:10 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 13:57:03 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;
2020-2-1, 13:56:46 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:94:ed:03:3b:08;CMTS-MAC=0c:11:67:03:12:41;CM-QOS=1.1;CM-VER=3.0;

 

Thanks.

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Expert

Re: Connection issues

O/k means that they indeed fall in to the ranges for being within the specified operating parameters.

 

That said, 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.

You should get a reply here in your topic. Good luck !



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Re: Connection issues

Eg,

 

Thank you for your time/expertise! Keep up the good work my friend Smiley Happy

 

John

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Re: Connection issues

My pleasure ! Thanks ! Smiley Happy



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Official Employee

Re: Connection issues

Hi there, Jkirk10. Thanks for posting and for working a little bit with EG. You posting your modem's info like that really helps. I would like to take a look at some other diagnostics on this end as well. Please send me a private message with your first and last name so we can continue from there. 

 

Thanks!


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