Community Forum

Constant Internet Drops

Jsamis23
New Poster

Constant Internet Drops

I have been having constant internet drops.  When I do a hard modem reset it will work for a time, but then will have to do it again (sometimes daily, sometimes several times a day).  I have pasted the logs below.  Any help/advise greatly appreciated.  Thanks!

 

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1Locked256QAM13555.00 MHz-18.80 dBmV31.69 dB1080
2Locked256QAM1477.00 MHz-13.90 dBmV35.60 dB10
3Locked256QAM2483.00 MHz-14.20 dBmV34.93 dB40
4Locked256QAM3489.00 MHz-14.20 dBmV34.93 dB50
5Locked256QAM4495.00 MHz-14.00 dBmV35.08 dB60
6Locked256QAM5507.00 MHz-15.00 dBmV34.08 dB140
7Locked256QAM6513.00 MHz-16.00 dBmV33.83 dB140
8Locked256QAM7519.00 MHz-16.90 dBmV32.32 dB340
9Locked256QAM8525.00 MHz-17.90 dBmV30.82 dB3630
10Locked256QAM9531.00 MHz-18.50 dBmV31.62 dB660
11Locked256QAM10537.00 MHz-18.50 dBmV31.92 dB800
12Locked256QAM11543.00 MHz-18.70 dBmV31.69 dB610
13Locked256QAM12549.00 MHz-18.60 dBmV31.84 dB540
14Locked256QAM14561.00 MHz-19.20 dBmV31.07 dB4710
15Locked256QAM15567.00 MHz-19.90 dBmV30.59 dB45540
16Locked256QAM16573.00 MHz-21.20 dBmV29.40 dB3390333
17Locked256QAM17579.00 MHz-23.00 dBmV27.94 dB9034034216084
18Not Locked----18585.00 MHz----------------
19Not Locked----19591.00 MHz----------------
20Not Locked----20597.00 MHz----------------
21Not Locked----21603.00 MHz----------------
22Not Locked----22609.00 MHz----------------
23Not Locked----23615.00 MHz----------------
24Not Locked----24621.00 MHz----------------
25Not Locked----25627.00 MHz----------------
26Not Locked----26633.00 MHz----------------
27Not Locked----27639.00 MHz----------------
28Not Locked----28645.00 MHz----------------
29Not Locked----29651.00 MHz----------------
30Not Locked----30657.00 MHz----------------
31Not Locked----31663.00 MHz----------------
32Not Locked----32669.00 MHz----------------

 

 

Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA25120 kSym/s29.20 MHz47.50 dBmV
2LockedATDMA52560 kSym/s40.40 MHz45.50 dBmV
3LockedATDMA45120 kSym/s16.40 MHz47.50 dBmV
4LockedATDMA35120 kSym/s22.80 MHz47.25 dBmV
5LockedATDMA15120 kSym/s35.60 MHz47.25 dBmV



 

BruceW
Gold Problem Solver

Re: Constant Internet Drops

The downstream power levels and SNR are way out of spec, and the upstream levels are high-ish as well. Network connection problems like this are often due to poor coax connections or damaged coax cable, usually in or near your home.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your Internet plan speed and the following information from your modem or gateway:

  • model number
  • event log

If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

 

Jsamis23
New Poster

Re: Constant Internet Drops

Thanks.  I have done the troubleshooting steps.  My plan speed is 400 Mbps and my device is ARRIS SB6190 Cable Modem.  Here is my event log:

 

Sun Jan 31 20:18:09 20214Service Delete Response rejected - Invalid Transaction;CM-MAC=14:c0:3e:c3:a0:9f;CMTS-MAC=00:01:5c:71:3a:5e;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 31 20:18:13 20215Lost MDD Timeout;CM-MAC=14:c0:3e:c3:a0:9f;CMTS-MAC=00:01:5c:71:3a:5e;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 31 20:18:47 20214Service Change Response rejected - Invalid transaction ID;CM-MAC=14:c0:3e:c3:a0:9f;CMTS-MAC=00:01:5c:71:3a:5e;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 31 20:19:14 20215RCS Partial Service;CM-MAC=14:c0:3e:c3:a0:9f;CMTS-MAC=00:01:5c:71:3a:5e;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 31 20:19:38 20215Lost MDD Timeout;CM-MAC=14:c0:3e:c3:a0:9f;CMTS-MAC=00:01:5c:71:3a:5e;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 31 20:20:17 20215RCS Partial Service;CM-MAC=14:c0:3e:c3:a0:9f;CMTS-MAC=00:01:5c:71:3a:5e;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 31 20:25:42 20215Lost MDD Timeout;CM-MAC=14:c0:3e:c3:a0:9f;CMTS-MAC=00:01:5c:71:3a:5e;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 31 20:30:06 20215RCS Partial Service;CM-MAC=14:c0:3e:c3:a0:9f;CMTS-MAC=00:01:5c:71:3a:5e;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 31 20:30:39 20215Lost MDD Timeout;CM-MAC=14:c0:3e:c3:a0:9f;CMTS-MAC=00:01:5c:71:3a:5e;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 31 20:31:11 20215RCS Partial Service;CM-MAC=14:c0:3e:c3:a0:9f;CMTS-MAC=00:01:5c:71:3a:5e;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 31 20:31:12 20215Lost MDD Timeout;CM-MAC=14:c0:3e:c3:a0:9f;CMTS-MAC=00:01:5c:71:3a:5e;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 31 20:31:14 20215RCS Partial Service;CM-MAC=14:c0:3e:c3:a0:9f;CMTS-MAC=00:01:5c:71:3a:5e;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 31 20:31:24 20215Lost MDD Timeout;CM-MAC=14:c0:3e:c3:a0:9f;CMTS-MAC=00:01:5c:71:3a:5e;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 31 20:31:34 20215RCS Partial Service;CM-MAC=14:c0:3e:c3:a0:9f;CMTS-MAC=00:01:5c:71:3a:5e;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 31 20:31:44 20215Lost MDD Timeout;CM-MAC=14:c0:3e:c3:a0:9f;CMTS-MAC=00:01:5c:71:3a:5e;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 31 20:31:48 20215RCS Partial Service;CM-MAC=14:c0:3e:c3:a0:9f;CMTS-MAC=00:01:5c:71:3a:5e;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 31 20:32:00 20215Lost MDD Timeout;CM-MAC=14:c0:3e:c3:a0:9f;CMTS-MAC=00:01:5c:71:3a:5e;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 31 20:32:09 20215RCS Partial Service;CM-MAC=14:c0:3e:c3:a0:9f;CMTS-MAC=00:01:5c:71:3a:5e;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 31 20:32:14 20215Lost MDD Timeout;CM-MAC=14:c0:3e:c3:a0:9f;CMTS-MAC=00:01:5c:71:3a:5e;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 31 20:32:15 20215RCS Partial Service;CM-MAC=14:c0:3e:c3:a0:9f;CMTS-MAC=00:01:5c:71:3a:5e;CM-QOS=1.1;CM-VER=3.0;
BruceW
Gold Problem Solver

Re: Constant Internet Drops


@Jsamis23 wrote: ... I have done the troubleshooting steps.  My plan speed is 400 Mbps and my device is ARRIS SB6190 Cable Modem. ...

As stated, suggest you arrange to have Comcast fix the problem.