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Constantly disconnecting from internet

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Constantly disconnecting from internet

I've had comcast at my new place for 2 months. I get ~5 random disconnections every single day. I've had 2 techs come out and troubleshoot inside my apartment and at the cable box itself. Still no resolution

This is what my modem event log looks like, whhich doesn't look good at all.

Sun Apr 26 10:57:11 2020 3 No Ranging Response received - T3 time-out;CM-MAC=a4:98:13:cc:15:ff;CMTS-MAC=28:52:61:f0:37:1e;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 10:58:34 2020 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=a4:98:13:cc:15:ff;CMTS-MAC=28:52:61:f0:37:1e;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 10:58:34 2020 3 No Ranging Response received - T3 time-out;CM-MAC=a4:98:13:cc:15:ff;CMTS-MAC=28:52:61:f0:37:1e;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 11:00:16 2020 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=a4:98:13:cc:15:ff;CMTS-MAC=28:52:61:f0:37:1e;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 11:00:16 2020 3 No Ranging Response received - T3 time-out;CM-MAC=a4:98:13:cc:15:ff;CMTS-MAC=28:52:61:f0:37:1e;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 11:05:50 2020 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=a4:98:13:cc:15:ff;CMTS-MAC=28:52:61:f0:37:1e;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 11:05:50 2020 3 No Ranging Response received - T3 time-out;CM-MAC=a4:98:13:cc:15:ff;CMTS-MAC=28:52:61:f0:37:1e;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 11:08:30 2020 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=a4:98:13:cc:15:ff;CMTS-MAC=28:52:61:f0:37:1e;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 11:08:30 2020 3 No Ranging Response received - T3 time-out;CM-MAC=a4:98:13:cc:15:ff;CMTS-MAC=28:52:61:f0:37:1e;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 11:09:50 2020 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=a4:98:13:cc:15:ff;CMTS-MAC=28:52:61:f0:37:1e;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 11:09:50 2020 3 No Ranging Response received - T3 time-out;CM-MAC=a4:98:13:cc:15:ff;CMTS-MAC=28:52:61:f0:37:1e;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 11:11:10 2020 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=a4:98:13:cc:15:ff;CMTS-MAC=28:52:61:f0:37:1e;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 11:11:10 2020 3 No Ranging Response received - T3 time-out;CM-MAC=a4:98:13:cc:15:ff;CMTS-MAC=28:52:61:f0:37:1e;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 11:14:46 2020 6 TLV-11 - unrecognized OID;CM-MAC=a4:98:13:cc:15:ff;CMTS-MAC=28:52:61:f0:37:1e;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 11:14:52 2020 3 No Ranging Response received - T3 time-out;CM-MAC=a4:98:13:cc:15:ff;CMTS-MAC=28:52:61:f0:37:1e;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 11:15:08 2020 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=a4:98:13:cc:15:ff;CMTS-MAC=28:52:61:f0:37:1e;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 11:15:08 2020 5 TCS Partial Service;CM-MAC=a4:98:13:cc:15:ff;CMTS-MAC=28:52:61:f0:37:1e;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 11:15:38 2020 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a4:98:13:cc:15:ff;CMTS-MAC=28:52:61:f0:37:1e;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 11:16:26 2020 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a4:98:13:cc:15:ff;CMTS-MAC=28:52:61:f0:37:1e;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 26 11:16:56 2020 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a4:98:13:cc:15:ff;CMTS-MAC=28:52:61:f0:37:1e;CM-QOS=1.1;CM-VER=3.0;

 

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Expert

Re: Constantly disconnecting from internet

Also post the modem's signal status.

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?




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Re: Constantly disconnecting from internet

Modem is an ARRIS SB6190

 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 25 639.00 MHz 3.30 dBmV 40.37 dB 2 0
2 Locked 256QAM 1 483.00 MHz 2.40 dBmV 40.95 dB 0 0
3 Locked 256QAM 2 489.00 MHz 2.20 dBmV 40.95 dB 0 0
4 Locked 256QAM 3 495.00 MHz 2.20 dBmV 40.95 dB 0 0
5 Locked 256QAM 4 507.00 MHz 1.80 dBmV 40.37 dB 0 0
6 Locked 256QAM 5 513.00 MHz 2.00 dBmV 40.95 dB 0 0
7 Locked 256QAM 6 519.00 MHz 2.00 dBmV 40.95 dB 0 0
8 Locked 256QAM 7 525.00 MHz 1.80 dBmV 40.95 dB 0 0
9 Locked 256QAM 8 531.00 MHz 1.90 dBmV 40.95 dB 0 0
10 Locked 256QAM 9 543.00 MHz 1.90 dBmV 40.37 dB 0 0
11 Locked 256QAM 10 549.00 MHz 2.10 dBmV 40.37 dB 0 0
12 Locked 256QAM 11 555.00 MHz 2.10 dBmV 40.95 dB 0 0
13 Locked 256QAM 12 561.00 MHz 1.90 dBmV 40.95 dB 0 0
14 Locked 256QAM 13 567.00 MHz 2.00 dBmV 40.95 dB 0 0
15 Locked 256QAM 14 573.00 MHz 2.10 dBmV 40.37 dB 0 0
16 Locked 256QAM 15 579.00 MHz 2.10 dBmV 40.95 dB 0 0
17 Locked 256QAM 16 585.00 MHz 2.50 dBmV 40.95 dB 0 0
18 Locked 256QAM 17 591.00 MHz 2.40 dBmV 40.37 dB 0 0
19 Locked 256QAM 18 597.00 MHz 2.40 dBmV 40.37 dB 0 0
20 Locked 256QAM 19 603.00 MHz 2.50 dBmV 40.95 dB 0 0
21 Locked 256QAM 20 609.00 MHz 2.50 dBmV 40.95 dB 0 0
22 Locked 256QAM 21 615.00 MHz 2.50 dBmV 40.37 dB 0 0
23 Locked 256QAM 22 621.00 MHz 2.70 dBmV 40.95 dB 0 0
24 Locked 256QAM 23 627.00 MHz 2.70 dBmV 40.37 dB 0 0
25 Locked 256QAM 24 633.00 MHz 2.70 dBmV 39.90 dB 0 0
26 Locked 256QAM 26 645.00 MHz 2.90 dBmV 40.40 dB 0 0
27 Locked 256QAM 27 651.00 MHz 3.00 dBmV 40.40 dB 0 0
28 Locked 256QAM 28 657.00 MHz 3.40 dBmV 41.10 dB 0 0
29 Locked 256QAM 29 663.00 MHz 3.20 dBmV 39.90 dB 0 0
30 Locked 256QAM 30 669.00 MHz 3.40 dBmV 40.40 dB 0 0
31 Locked 256QAM 31 675.00 MHz 3.70 dBmV 40.40 dB 0 0
32 Locked 256QAM 32 681.00 MHz 3.40 dBmV 40.40 dB 0 0

 

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 6 5120 kSym/s 36.50 MHz 42.50 dBmV
2 Locked ATDMA 8 5120 kSym/s 23.70 MHz 40.50 dBmV
3 Locked ATDMA 7 5120 kSym/s 17.30 MHz 42.50 dBmV
4 Locked ATDMA 5 5120 kSym/s 30.10 MHz 41.00 dBmV
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Expert

Re: Constantly disconnecting from internet

The signal stats are good 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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Re: Constantly disconnecting from internet

Thanks!

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Official Employee

Re: Constantly disconnecting from internet

Hi @Trooge

 

Congrats on your new place! Thank you for using the Xfinity Forum to make us aware of your internet issues. I agree with @EG. Based on the signal levels you posted, I feel there could be either noise on the line or an issue at the node that would be causing your connectivity issues. I'll be happy to help confirm and contact the necessary repair team. 

 

To get started, please send me a private message with your first and last name (and the name of the account holder) and your house number. To send a private message, click on "ComcastChe" and then click send a message. 


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Re: Constantly disconnecting from internet

I'm having connection satbility issues as well.  I briefly lose wifi connection every 30 to 45 minutes consistently.  I have replaced the modem to a Motorola MB8600.  I replaced my wireless router to a Netgear Nighthawk R8000 this past weekend and I continue to have connection stability issues.  Xfinity tech support suggested I contact Motorola for firmware.  I am well aware that Xfinity/Comcast pushes out firmware updates but what do I know.....  I also contacted Netgear and still no success.  I am at my wits end here!  I have chaged channels on the 2.4 to 11, then to 6.  Any suggestions?