Community Forum

Constant Disconnects During Workday

Highlighted
New Poster

Constant Disconnects During Workday

For at the last two months, I've had intermittent disconnects from Perfomance Pro 200 mbps internet. I'm using a personally owned Arris TM822G with a TP Link router. The disconnects occur generally Monday-Friday only and typically between 10 AM and 4 PM and only last about 30 seconds to 2 minutes. Occasionally they occur outside of the time frame and sometimes for longer than 1-2 minutes. I ruled out a router issue by connecting a laptop directly to the modem and separately tried a separate ethernet cable between the modem and router to rule that out. The line from the pole to house was replaced about three years ago. I believe the line from the outside wall to the modem was replaced about five years ago, but I cannot recall. 

 

I contacted Xfinity in early September and after several calls, a technician came to the house in late September. He identified the issue as being on the plant side and not within the home. After three weeks, nothing had changed, so I made several more calls to tech support, who all kept telling me that everything looked fine on their end. Eventually, a technician was supposed to come to the house on October 24, however, he called and said there was no need to come out because it was an ICFR issue and needed to be corrected on the plant side.

 

By mid-day on the 25th the issue appeared to have been corrected and he called back to confirm such. I had no issues on the 26th or 27th, but today, the 28th, I had numerous drop offs. The errors on the modem log are now different than they were prior to the plant ICFR "fix." As you can see, the issue before was a Unicast Ranging issue and now it's a RCS Partial Service/SYNC Timing Synchronization failure.

 

I'm at a loss as to how to proceed. Do I need a new modem? Or is this a signal/line issue. Here is the most recent log:

 

Date TimeEvent IDEvent LevelDescription
10/25/2020 2:56820007003Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/25/2020 2:56820002003No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/25/2020 11:50820007003Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/25/2020 11:50820002003No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/28/2020 12:23840007005RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/28/2020 12:23840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/28/2020 12:24840007005RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/28/2020 12:24840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/28/2020 12:25840007005RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/28/2020 12:25840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/28/2020 12:26840007005RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/28/2020 12:26840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/28/2020 14:46840007005RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/28/2020 14:46840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/28/2020 14:50840007005RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/28/2020 14:50840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/28/2020 14:50840007005RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/28/2020 14:50840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/28/2020 14:50840007005RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/28/2020 14:51840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 PacketCable(MTA) Events

 

Date TimeEvent IDDescription
10/23/2020 11:353Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
10/23/2020 11:353Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
10/23/2020 11:3514Power Supply Telemetry Log - Temperature Alarm Set to 50 C
10/23/2020 11:3665535Port Shutdown Procedure Applied to Line 1
10/23/2020 11:363Voice Line State Change, Line Number = 1, Prev State = IS, New State = OOS
10/23/2020 11:3665535Port Shutdown Procedure Applied to Line 2
10/23/2020 11:363Voice Line State Change, Line Number = 2, Prev State = IS, New State = OOS
10/23/2020 12:0314Power Supply Telemetry Log - BATTERY MISSING
10/23/2020 12:0316MTA TFTP: Successful
10/23/2020 12:0326MTA PROV: Successful!
10/23/2020 12:033Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
10/23/2020 12:033Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
10/23/2020 12:033Voice Line State Change, Line Number = 1, Prev State = IS, New State = OOS
10/23/2020 12:043Voice Line State Change, Line Number = 2, Prev State = IS, New State = OOS
10/23/2020 17:1016MTA TFTP: Successful
10/23/2020 17:1026MTA PROV: Successful!
10/23/2020 17:103Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
10/23/2020 17:103Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
10/23/2020 17:1014Power Supply Telemetry Log - BATTERY MISSING
10/23/2020 17:113Voice Line State Change, Line Number = 1, Prev State = IS, New State = OOS
10/23/2020 17:113Voice Line State Change, Line Number = 2, Prev State = IS, New State = OOS
1/1/1970 0:0014Power Supply Telemetry Log - BATTERY MISSING
10/28/2020 14:2116MTA TFTP: Successful
10/28/2020 14:2126MTA PROV: Successful!
10/28/2020 14:213Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
10/28/2020 14:213Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
10/28/2020 14:2114Power Supply Telemetry Log - BATTERY MISSING
10/28/2020 14:2114Power Supply Telemetry Log - Temperature Alarm Set to 50 C
10/28/2020 14:2165535Port Shutdown Procedure Applied to Line 2
10/28/2020 14:213Voice Line State Change, Line Number = 2, Prev State = IS, New State = OOS
10/28/2020 14:2165535Port Shutdown Procedure Applied to Line 1
10/28/2020 14:213Voice Line State Change, Line Number = 1, Prev State = IS, New State = OOS

 

Highlighted
New Poster

Re: Constant Disconnects During Workday

I reset the FEC counters earlier today (they were in the 3,500-4,500 range for correcteds and 17,000-27,000 for uncorrectables), but here is the current RF parameters:

 

 RF Parameters

Downstream

 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 15453.00 MHz7.13 dBmV36.61 dB256QAM75243227900
Downstream 21429.00 MHz7.64 dBmV36.84 dB256QAM75345171600
Downstream 32435.00 MHz7.45 dBmV36.84 dB256QAM92160349500
Downstream 43441.00 MHz7.47 dBmV36.61 dB256QAM92123041100
Downstream 54447.00 MHz7.16 dBmV37.64 dB256QAM91900945400
Downstream 66459.00 MHz7.00 dBmV37.36 dB256QAM90024557400
Downstream 77465.00 MHz7.03 dBmV37.09 dB256QAM90105270100
Downstream 88471.00 MHz7.10 dBmV37.36 dB256QAM90094799000

Upstream

 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 1230.10 MHz44.50 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 2417.30 MHz47.50 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 3323.70 MHz46.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 4136.50 MHz42.50 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM

 

 Status
System Uptime:0 d: 5 h: 19 m
Computers Detected:staticCPE(1), dynamicCPE(1)
CM Status:Telephony-Reg with Call Server
Time and Date:Wed 2020-10-28 19:38:40

 

 Interface Parameters
Interface NameProvisionedStateSpeed (Mbps)MAC address
LANEnabledUp1000(Full) 
CABLEEnabledUp----- 
MTAPassUp----- 
Highlighted
New Poster

Re: Constant Disconnects During Workday

Lastly, the technician sent me the ICFR graphs from before the "fix" which are summarized as:

 

17.3 Mhz: +2 to -2 (Red)

 

23.7 Mhz: +1.5 to -1.5 (Orange)

 

30.1 Mhz: +1.2 to -2.2 (Red)