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.
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; |
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 !
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.
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; |