Connection issues

[Jkirk10]

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

[EG]

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 ?

[Jkirk10]

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. 😕

[EG]

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

[Jkirk10]

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.

[EG]

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 !

[Jkirk10]

Eg,

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

John

[EG]

My pleasure ! Thanks ! 

[ComcastMorgan]

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!