Connection keeps dropping

chiguy12 · ‎06-15-2020

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

chiguy12 · ‎06-16-2020

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;

EG · ‎06-16-2020

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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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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chiguy12 · ‎06-16-2020

thank you!

ComcastJoeTru · ‎06-16-2020

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 am an Official Comcast Employee.
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!

petersk · ‎06-16-2020

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;

Connection keeps dropping

Re: Connection keeps dropping

Re: Connection keeps dropping

Re: Connection keeps dropping

Re: Connection keeps dropping

Re: Connection keeps dropping