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Dropping Internet Activity?

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Dropping Internet Activity?

Every now and then my internet connectivity would drop for a few minutes. More recently it drops several times a day, sometimes for up to 20-30 minutes. I have an Orbi router which is still broadcasting the signal even when the internet is down, so don't think it's that. I have a Netgear CM1000 modem, which when the internet is out, all of the icons are green which is confusing since there is no internet connection. I tried the standard reboot, power cycle, updating firmware in the router, and none of that has worked. I figured out how to look at the modem error log and found some warnings but don't know how to interpret them. I did read a couple of other posts suggesting those be posted so I am hoping someone can look at mine and let me know what they mean. Additionally, if it ends up being a problem with my physical drop cable from the utility pole is an xfinity technician the person who can help fix that? Thanks in advance for any advice!

Time Priority Description
2019-04-29, 13:48:21 Warning (5) Dynamic Range Window violation
2019-04-29, 13:48:21 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:46:32 Warning (5) Dynamic Range Window violation
2019-04-29, 13:46:32 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:34:56 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 .;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:34:42 Notice (6) Honoring MDD; IP provisioning mode = IPv6
2019-04-29, 13:34:28 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:34:07 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:34:06 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:30:49 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:30:06 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:30:06 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:30:03 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:30:02 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:30:00 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:30:00 Notice (6) CM-STATUS message sent. Event Type Code: 7; Chan ID: 1 2 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:29:56 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:29:56 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:29:54 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:29:53 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:29:51 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:29:51 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:29:50 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:29:49 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:29:48 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:29:46 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:29:45 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:29:45 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:29:45 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:29:45 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:29:45 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:28:38 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:28:14 Warning (5) Dynamic Range Window violation
2019-04-29, 13:28:14 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:28:14 Warning (5) Dynamic Range Window violation
2019-04-29, 13:28:14 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:28:14 Warning (5) Dynamic Range Window violation
2019-04-29, 13:28:14 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
2019-04-29, 13:28:14 Warning (5) Dynamic Range Window violation
2019-04-29, 13:28:14 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=a0:04:60:fd:05:58;CMTS-MAC=00:01:5c:a5:14:8d;CM-QOS=1.1;CM-VER=3.1;
 

 

 

Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency

<tabindex=-1>Startup Procedure</tabindex=-1>
Procedure Status Comment
Acquire Downstream Channel 537000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv6 only

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 10 537000000 Hz 3.9 dBmV 41.1 dB 3171761199 94 0
2 Locked QAM256 1 477000000 Hz 4.8 dBmV 41.5 dB 2923739685 10 0
3 Locked QAM256 2 483000000 Hz 4.3 dBmV 41.4 dB 2923745567 6 0
4 Locked QAM256 3 489000000 Hz 3.8 dBmV 41.2 dB 2923752154 22 0
5 Locked QAM256 4 495000000 Hz 3.7 dBmV 40.6 dB 2923758854 11 0
6 Locked QAM256 5 507000000 Hz 4.1 dBmV 40.7 dB 2923766556 17 0
7 Locked QAM256 6 513000000 Hz 4.0 dBmV 41.4 dB 2923772879 18 0
8 Locked QAM256 7 519000000 Hz 3.7 dBmV 41.1 dB 2923779671 22 0
9 Locked QAM256 8 525000000 Hz 3.6 dBmV 41.2 dB 2923807776 16 0
10 Locked QAM256 9 531000000 Hz 3.7 dBmV 41.0 dB 2923814470 73 0
11 Locked QAM256 11 543000000 Hz 3.7 dBmV 41.1 dB 2923815348 68 0
12 Locked QAM256 12 549000000 Hz 3.6 dBmV 40.7 dB 2923822575 79 0
13 Locked QAM256 14 561000000 Hz 3.7 dBmV 41.0 dB 2923829011 79 0
14 Locked QAM256 15 567000000 Hz 3.8 dBmV 41.0 dB 2923835762 89 0
15 Locked QAM256 16 573000000 Hz 4.2 dBmV 40.9 dB 2923841180 106 6
16 Locked QAM256 17 579000000 Hz 4.3 dBmV 41.2 dB 2923848038 115 0
17 Locked QAM256 18 585000000 Hz 3.8 dBmV 40.9 dB 377882578 87 0
18 Locked QAM256 19 591000000 Hz 2.9 dBmV 40.2 dB 377895486 111 0
19 Locked QAM256 20 597000000 Hz 2.7 dBmV 40.1 dB 377908983 117 0
20 Locked QAM256 21 603000000 Hz 4.4 dBmV 40.9 dB 377920736 101 0
21 Locked QAM256 22 609000000 Hz 5.0 dBmV 41.1 dB 377923371 102 0
22 Locked QAM256 23 615000000 Hz 5.1 dBmV 41.2 dB 377908312 92 0
23 Locked QAM256 24 621000000 Hz 5.2 dBmV 41.1 dB 377898797 178 0
24 Locked QAM256 26 627000000 Hz 5.3 dBmV 41.0 dB 377844735 362 34
25 Locked QAM256 27 633000000 Hz 5.8 dBmV 40.9 dB 377838691 605 30
26 Locked QAM256 28 639000000 Hz 6.0 dBmV 41.0 dB 377849834 788 80
27 Locked QAM256 29 645000000 Hz 6.1 dBmV 40.9 dB 377860922 958 378
28 Locked QAM256 30 651000000 Hz 5.8 dBmV 40.3 dB 377871246 1001 991
29 Locked QAM256 31 657000000 Hz 6.0 dBmV 40.2 dB 377878577 1519 2509
30 Locked QAM256 32 663000000 Hz 6.3 dBmV 40.7 dB 377882436 1888 3422
31 Locked QAM256 33 669000000 Hz 6.8 dBmV 40.8 dB 377894253 2318 4529
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 1 35800000 Hz 54.5 dBmV
2 Locked ATDMA 2 29400000 Hz 55.5 dBmV
3 Locked ATDMA 3 23000000 Hz 57.8 dBmV
4 Locked ATDMA 4 16600000 Hz 59.0 dBmV
5 Not Locked Unknown 0 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Hz 0.0 dBmV

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked 0, 1, 255 25 722000000 Hz 7.3 dBmV 40.0 dB 1228 ~ 2867 23602161131 23306122053 28
2 Not Locked 0, 255 0 0 Hz 3.6 dBmV 0.0 dB 0 ~ 4095 0 0 0

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz

0 dBmV

Expert

Re: Dropping Internet Activity?

The upstream power is too high / out of spec. That can cause random disconnects, spontaneous re-booting of the modem, and speed and latency problems.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.



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Official Employee

Re: Dropping Internet Activity?

Hello, emyee1. Thanks for reaching out to us on the forums. I apologize to hear you are running into issues where the internet seems to be dropping out. That's certainly frustrating. I would like to look into this for you. Can you please send me a PM with your first and last name so I may further assist you?

 

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Expert

Re: Dropping Internet Activity?

Upstream power is out of spec........

 



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employee

Re: Dropping Internet Activity?

Hello, emyee1. I have not heard back from you. If you still need assistance, please feel free to start a new thread.


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!