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Constant internet disconnects

New Poster

Constant internet disconnects

Hello,

 

For the past few years, my internet has been having random disconnects during the warmer months. I've had techs come out to my house at least 10 times over the past years and have been told that it is a variety of different things, always on my side. At this point, I have replaced my modem and router, ran a new line from the outside box directly to my modem and replaced the connectors on both ends of the coax line a number of times. Further, there are no splitters on the line and I checked to make sure that the system is properly grounded to my home's grounding rod next to the box. Each time a tech comes out they replace a couple of things and say there is nothing wrong because they don't see anything wrong with the signal levels / tests that they do or they guess that it is the modem and swap it out for a different one. I am posting here at this point because I need someone to inspect the lines outside my house as I have replaced every possible thing it could be within the home. 

 

Specifically what happens is that when I restart my modem everything is fine. Over time, the power levels on a couple of the upstream channels creep up until there is a Dynamic Range Window violation and the internet cuts out. After a minute or two, the connection turns back on again and the cycle repeats. This happens multiple times per hour throughout the day but normally stops after it gets dark (sometimes there are still issues but the vast majority of problems are from around 10:00 am to 6:00 or 7:00 pm). Further, I typically do not have issues in the winter. It always seems to start in Spring and continue until late Fall.

 

I would attach a screenshot of the signal levels but right now they're fine and I can't get into it because I have to write this while tethered to my phone Smiley Sad.... 

 

The upstream power levels are normally 41-42 on all four channels and then one spikes up to 53+ and it discos.

Downstream is between 3.8 and 4.5 on all channels with SNR of right around 42 with lots of Correctable and Uncorrectable code words across all channels.

2 of the downstream channels are wierd though, 1 has 0 power and is not connected and then another has a near infinite amount of correctables and a power level that is lower than the other 32 channels.

The Event log shows numerous T3 timeouts and occasional T4 timeouts with tons of Dynamic Window Range violation errors at the times when internet disconnects.

 

If someone that cares from Comcast could please reply I would appreciate it. We are almost never home at times when appointments can be scheduled so it is almost impossible for me to be here when a tech can come out. Please just have someone inspect the stuff outside - it has to be an issue out there at this point.

New Poster

Continued Internet Disconnects

Reposting since I still haven't heard anything. My internet randomly disconnects and loses connection every couple of minutes througgout the middle of the day. It lasts for a few seconds every minute or so. I've replaced all coax in the house, new modem, new router, no splitters etc. Techs have come to the house a number of times but always insist it is my wiring or the modem or the router and no one is willing to check any of the equipment outside the house. I've replaced absolutely everything in the house and I still get the same run around. Please get back to me, this has been happening off and on for years and I have no other usable options for internet.

Logs below:

Connection
The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 471000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed
Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
2 Locked QAM256 471000000 Hz 4.9 dBmV 42.8 dB 100 237
1 Locked QAM256 465000000 Hz 4.8 dBmV 42.7 dB 70 31
3 Locked QAM256 477000000 Hz 5.0 dBmV 42.7 dB 83 43
4 Locked QAM256 483000000 Hz 4.9 dBmV 42.7 dB 106 62
5 Locked QAM256 489000000 Hz 5.2 dBmV 42.7 dB 50 47
6 Locked QAM256 495000000 Hz 5.0 dBmV 42.4 dB 65 55
7 Locked QAM256 507000000 Hz 5.0 dBmV 42.5 dB 13 34
8 Locked QAM256 513000000 Hz 4.8 dBmV 42.5 dB 43 37
9 Locked QAM256 519000000 Hz 4.4 dBmV 42.3 dB 52 46
10 Locked QAM256 525000000 Hz 4.1 dBmV 42.1 dB 16 53
11 Locked QAM256 531000000 Hz 4.4 dBmV 41.7 dB 16 51
12 Locked QAM256 537000000 Hz 5.0 dBmV 42.4 dB 35 49
13 Locked QAM256 543000000 Hz 5.2 dBmV 42.5 dB 9 46
14 Locked QAM256 549000000 Hz 4.8 dBmV 42.3 dB 10 39
15 Locked QAM256 555000000 Hz 4.8 dBmV 42.4 dB 17 45
16 Locked QAM256 561000000 Hz 4.8 dBmV 42.3 dB 8 51
17 Locked QAM256 567000000 Hz 4.8 dBmV 42.2 dB 34 41
18 Locked QAM256 573000000 Hz 4.8 dBmV 42.3 dB 13 65
19 Locked QAM256 579000000 Hz 5.0 dBmV 42.4 dB 29 46
20 Locked QAM256 585000000 Hz 4.6 dBmV 42.1 dB 18 45
21 Locked QAM256 591000000 Hz 4.7 dBmV 42.1 dB 2 12
22 Locked QAM256 597000000 Hz 4.8 dBmV 42.1 dB 7 46
23 Locked QAM256 603000000 Hz 4.8 dBmV 42.0 dB 8 36
24 Locked QAM256 609000000 Hz 4.7 dBmV 42.0 dB 7 50
25 Locked QAM256 615000000 Hz 4.5 dBmV 41.9 dB 19 34
26 Locked QAM256 621000000 Hz 4.7 dBmV 41.8 dB 18 40
27 Locked QAM256 627000000 Hz 4.6 dBmV 41.8 dB 13 62
29 Locked Other 690000000 Hz 3.2 dBmV 38.5 dB 115685197 0
34 Not Locked QAM256 0 Hz 0.0 dBmV 42.5 dB 123 53
35 Locked QAM256 441000000 Hz 4.4 dBmV 42.7 dB 77 51
36 Locked QAM256 447000000 Hz 4.3 dBmV 42.6 dB 84 48
37 Locked QAM256 453000000 Hz 4.3 dBmV 42.6 dB 88 44


Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 2 Locked SC-QAM Upstream 29400000 Hz 6400000 Hz 42.0 dBmV
2 1 Locked SC-QAM Upstream 35800000 Hz 6400000 Hz 42.0 dBmV
3 3 Locked SC-QAM Upstream 23000000 Hz 6400000 Hz 42.0 dBmV
4 4 Locked SC-QAM Upstream 16600000 Hz 6400000 Hz 42.0 dBmV


Current System Time: Sun Oct 6 12:48:17 2019

Date Time Event ID Event Level Description
10/06/2019 12:27 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d4:3f:cb:e6:05:45;CMTS-MAC=00:01:5c:69:14:6a;CM-QOS=1.1;CM-VER=3.1;"
10/06/2019 12:27 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1.;CM-MAC=d4:3f:cb:e6:05:45;CMTS-MAC=00:01:5c:69:14:6a;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 2436694066 6 "Honoring MDD; IP provisioning mode = IPv6"
01/01/1970 00:00 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d4:3f:cb:e6:05:45;CMTS-MAC=00:01:5c:69:14:6a;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=d4:3f:cb:e6:05:45;CMTS-MAC=00:01:5c:69:14:6a;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=d4:3f:cb:e6:05:45;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=d4:3f:cb:e6:05:45;CMTS-MAC=00:01:5c:69:14:6a;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=d4:3f:cb:e6:05:45;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=d4:3f:cb:e6:05:45;CMTS-MAC=00:01:5c:69:14:6a;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=d4:3f:cb:e6:05:45;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
Expert

Re: Continued Internet Disconnects

Yep. The stats were o/k at that snapshot in time. This can't be fixed remotely or here in this forum. It takes a "boots on the ground intervention". Perhaps you should get the techs re-involved until it is fixed properly. Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. Good luck !



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