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Connection keeps dropping

Highlighted
Regular Visitor

Connection keeps dropping

I have been having issues with my internet ever since my new neighbors got their service hooked up at the begining of the month.   I am using an Arris SB6190.   this is the log and status . 

 

i have lost connection 33 times in the last 5 days that i have noticed durring my work days, maybe more at night.  it happens mainly when i am gaining or on zoom calls.

 

Can anyone offer any advice?  I have tried talking to reps and the only thing they have told me is that they are unable to send a tech out to look at it due to covid-19.  I have tried twice to do the virtual tech but never recieved the scheduled call.  

 

 

Time Priority Description
Mon Jun 15 17:34:56 2020 3 No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 15 17:38:43 2020 5 RCS Partial Service;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 15 17:52:33 2020 3 No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 15 17:52:35 2020 5 Lost MDD Timeout;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 15 17:56:23 2020 3 No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 15 18:09:20 2020 5 RCS Partial Service;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 15 19:35:13 2020 3 No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 15 19:38:39 2020 6 TLV-11 - unrecognized OID;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 15 19:48:54 2020 5 RCS Partial Service;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 15 19:52:27 2020 3 No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 15 19:53:11 2020 3 Ranging Request Retries exhausted;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 15 19:53:11 2020 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 15 19:53:30 2020 3 Ranging Request Retries exhausted;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 15 19:53:30 2020 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 15 19:53:35 2020 3 No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 15 19:56:52 2020 4 Service Change Response rejected - Invalid transaction ID;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 15 19:56:53 2020 5 RCS Partial Service;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 15 19:57:54 2020 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 15 20:00:40 2020 6 TLV-11 - unrecognized OID;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 15 20:33:59 2020 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;

 

 

 

 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 1 477.00 MHz 7.20 dBmV 40.95 dB 719 3977
2 Locked 256QAM 2 483.00 MHz 7.40 dBmV 40.95 dB 299 1243
3 Locked 256QAM 3 489.00 MHz 7.00 dBmV 40.95 dB 480 2071
4 Locked 256QAM 4 495.00 MHz 7.00 dBmV 40.95 dB 316 1194
5 Locked 256QAM 5 507.00 MHz 7.00 dBmV 40.37 dB 534 1056
6 Locked 256QAM 6 513.00 MHz 7.10 dBmV 40.37 dB 351 1301
7 Locked 256QAM 7 519.00 MHz 6.80 dBmV 40.95 dB 348 2398
8 Locked 256QAM 8 525.00 MHz 6.60 dBmV 40.95 dB 351 1401
9 Locked 256QAM 9 531.00 MHz 6.50 dBmV 40.95 dB 309 1489
10 Locked 256QAM 10 537.00 MHz 6.40 dBmV 40.37 dB 279 1227
11 Locked 256QAM 11 543.00 MHz 6.40 dBmV 40.95 dB 339 1196
12 Locked 256QAM 12 549.00 MHz 6.20 dBmV 40.37 dB 213 340
13 Locked 256QAM 13 555.00 MHz 6.00 dBmV 40.95 dB 558 2039
14 Locked 256QAM 14 561.00 MHz 6.30 dBmV 40.37 dB 541 2206
15 Locked 256QAM 15 567.00 MHz 6.10 dBmV 40.37 dB 597 1012
16 Locked 256QAM 16 573.00 MHz 6.00 dBmV 40.95 dB 185 300
17 Locked 256QAM 17 579.00 MHz 6.10 dBmV 40.37 dB 360 1119
18 Locked 256QAM 18 585.00 MHz 5.80 dBmV 40.37 dB 342 1199
19 Locked 256QAM 19 591.00 MHz 5.90 dBmV 40.95 dB 404 2175
20 Locked 256QAM 20 597.00 MHz 5.70 dBmV 40.37 dB 196 251
21 Locked 256QAM 21 603.00 MHz 5.70 dBmV 40.37 dB 330 1284
22 Locked 256QAM 22 609.00 MHz 6.00 dBmV 40.37 dB 248 285
23 Locked 256QAM 23 615.00 MHz 5.40 dBmV 40.37 dB 374 2240
24 Locked 256QAM 24 621.00 MHz 5.40 dBmV 40.95 dB 285 1348
25 Locked 256QAM 25 627.00 MHz 5.40 dBmV 39.50 dB 238 348
26 Locked 256QAM 26 633.00 MHz 5.30 dBmV 39.50 dB 259 286
27 Locked 256QAM 27 639.00 MHz 5.70 dBmV 39.90 dB 96 769
28 Locked 256QAM 28 645.00 MHz 5.60 dBmV 39.90 dB 231 277
29 Locked 256QAM 29 651.00 MHz 5.40 dBmV 39.90 dB 156 811
30 Locked 256QAM 30 657.00 MHz 5.40 dBmV 39.90 dB 146 820
31 Locked 256QAM 31 663.00 MHz 5.40 dBmV 39.90 dB 276 285
32 Locked 256QAM 32 669.00 MHz 5.80 dBmV 39.90 dB 130 824

 

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 4 5120 kSym/s 16.60 MHz 42.50 dBmV
2 Locked ATDMA 3 5120 kSym/s 23.00 MHz 41.50 dBmV
3 Locked ATDMA 2 5120 kSym/s 29.40 MHz 42.00 dBmV
4 Locked ATDMA 1 5120 kSym/s 35.80 MHz 43.25 dBmV

 

Highlighted
Regular Visitor

Re: Connection keeps dropping

 

Here is the new log from this morning 

 

Time Priority Description
Tue Jun 16 06:49:46 2020 3 Ranging Request Retries exhausted;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 16 06:49:46 2020 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 16 06:50:01 2020 3 Ranging Request Retries exhausted;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 16 06:50:01 2020 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 16 06:50:03 2020 3 No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 16 06:54:49 2020 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 16 06:57:29 2020 6 TLV-11 - unrecognized OID;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 16 07:14:59 2020 5 RCS Partial Service;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 16 07:18:24 2020 3 No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 16 07:19:08 2020 3 Ranging Request Retries exhausted;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 16 07:19:08 2020 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 16 07:19:09 2020 3 No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 16 07:19:37 2020 3 Ranging Request Retries exhausted;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 16 07:19:37 2020 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 16 07:19:50 2020 3 No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 16 07:19:56 2020 3 Ranging Request Retries exhausted;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 16 07:19:56 2020 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 16 07:19:57 2020 3 No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 16 07:26:05 2020 6 TLV-11 - unrecognized OID;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 16 07:34:30 2020 3 No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9a:95:89;CMTS-MAC=00:01:5c:b2:52:63;CM-QOS=1.1;CM-VER=3.0;
 
Highlighted
Expert

Re: Connection keeps dropping

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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Highlighted
Regular Visitor

Re: Connection keeps dropping

thank you! 

Highlighted
Official Employee

Re: Connection keeps dropping

Hi chiguy12. We appreciate you visiting and posting on the Xfinity Forums. Sorry to hear you're having trouble with your internet. I can assist with further troubleshooting your intermittent connectivity issues. Please send me a private message and include your full name so I can access your equipment. To send a private message: click my name (ComcastJoeTru) to view my profile. Then click the link that says "Send a message" and there you can private message me. 


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!
Highlighted
New Poster

Re: Connection keeps dropping

I've been having the same issue.  I have had them reset my modem, and supposedly they did an update... which I doubt they did. But even today at 11:50, I had another drop. Same modem as the original poster.

From the log:

Tue Jun 16 11:50:15 2020 5 RCS Partial Service;CM-MAC=d4:0a:a9:55:a9:dd;CMTS-MAC=00:01:5c:63:cc:52;CM-QOS=1.1;CM-VER=3.0;

 

Tue Jun 16 12:22:10 2020 4 Service Change Response rejected - Invalid transaction ID;CM-MAC=d4:0a:a9:55:a9:dd;CMTS-MAC=00:01:5c:63:cc:52;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 16 12:22:59 2020 5 RCS Partial Service;CM-MAC=d4:0a:a9:55:a9:dd;CMTS-MAC=00:01:5c:63:cc:52;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 16 12:23:04 2020 5 Lost MDD Timeout;CM-MAC=d4:0a:a9:55:a9:dd;CMTS-MAC=00:01:5c:63:cc:52;CM-QOS=1.1;CM-VER=3.0;