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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 Time | Event ID | Event Level | Description |
| 10/25/2020 2:56 | 82000700 | 3 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 10/25/2020 2:56 | 82000200 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 10/25/2020 11:50 | 82000700 | 3 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 10/25/2020 11:50 | 82000200 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 10/28/2020 12:23 | 84000700 | 5 | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 10/28/2020 12:23 | 84000500 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 10/28/2020 12:24 | 84000700 | 5 | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 10/28/2020 12:24 | 84000500 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 10/28/2020 12:25 | 84000700 | 5 | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 10/28/2020 12:25 | 84000500 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 10/28/2020 12:26 | 84000700 | 5 | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 10/28/2020 12:26 | 84000500 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 10/28/2020 14:46 | 84000700 | 5 | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 10/28/2020 14:46 | 84000500 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 10/28/2020 14:50 | 84000700 | 5 | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 10/28/2020 14:50 | 84000500 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 10/28/2020 14:50 | 84000700 | 5 | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 10/28/2020 14:50 | 84000500 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 10/28/2020 14:50 | 84000700 | 5 | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 10/28/2020 14:51 | 84000500 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| PacketCable(MTA) Events |
| Date Time | Event ID | Description |
| 10/23/2020 11:35 | 3 | Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS |
| 10/23/2020 11:35 | 3 | Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS |
| 10/23/2020 11:35 | 14 | Power Supply Telemetry Log - Temperature Alarm Set to 50 C |
| 10/23/2020 11:36 | 65535 | Port Shutdown Procedure Applied to Line 1 |
| 10/23/2020 11:36 | 3 | Voice Line State Change, Line Number = 1, Prev State = IS, New State = OOS |
| 10/23/2020 11:36 | 65535 | Port Shutdown Procedure Applied to Line 2 |
| 10/23/2020 11:36 | 3 | Voice Line State Change, Line Number = 2, Prev State = IS, New State = OOS |
| 10/23/2020 12:03 | 14 | Power Supply Telemetry Log - BATTERY MISSING |
| 10/23/2020 12:03 | 16 | MTA TFTP: Successful |
| 10/23/2020 12:03 | 26 | MTA PROV: Successful! |
| 10/23/2020 12:03 | 3 | Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS |
| 10/23/2020 12:03 | 3 | Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS |
| 10/23/2020 12:03 | 3 | Voice Line State Change, Line Number = 1, Prev State = IS, New State = OOS |
| 10/23/2020 12:04 | 3 | Voice Line State Change, Line Number = 2, Prev State = IS, New State = OOS |
| 10/23/2020 17:10 | 16 | MTA TFTP: Successful |
| 10/23/2020 17:10 | 26 | MTA PROV: Successful! |
| 10/23/2020 17:10 | 3 | Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS |
| 10/23/2020 17:10 | 3 | Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS |
| 10/23/2020 17:10 | 14 | Power Supply Telemetry Log - BATTERY MISSING |
| 10/23/2020 17:11 | 3 | Voice Line State Change, Line Number = 1, Prev State = IS, New State = OOS |
| 10/23/2020 17:11 | 3 | Voice Line State Change, Line Number = 2, Prev State = IS, New State = OOS |
| 1/1/1970 0:00 | 14 | Power Supply Telemetry Log - BATTERY MISSING |
| 10/28/2020 14:21 | 16 | MTA TFTP: Successful |
| 10/28/2020 14:21 | 26 | MTA PROV: Successful! |
| 10/28/2020 14:21 | 3 | Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS |
| 10/28/2020 14:21 | 3 | Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS |
| 10/28/2020 14:21 | 14 | Power Supply Telemetry Log - BATTERY MISSING |
| 10/28/2020 14:21 | 14 | Power Supply Telemetry Log - Temperature Alarm Set to 50 C |
| 10/28/2020 14:21 | 65535 | Port Shutdown Procedure Applied to Line 2 |
| 10/28/2020 14:21 | 3 | Voice Line State Change, Line Number = 2, Prev State = IS, New State = OOS |
| 10/28/2020 14:21 | 65535 | Port Shutdown Procedure Applied to Line 1 |
| 10/28/2020 14:21 | 3 | Voice Line State Change, Line Number = 1, Prev State = IS, New State = OOS |
orange2003
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10 Messages
5 years ago
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:
Downstream
Upstream
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orange2003
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5 years ago
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)
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