Frequent Loss of Internet

[mdaviner]

For the pass few months i have been experiancing drops in service. At first i thought it was Comcast, i called them and had a tech look over everything and he could find no problem on their end. So I was hoping that maybe someone could help me pin point the problem it happens two to three times a day usally around 12am to 3am restarting my modem.

My Equipmentis a arris Surrfboard modem and a netgear R6260 router

these are my modem logs

Fri Nov 29 04:55:51 2019	Notice (6)	WiFi Interface [wl0] set to Channel 36 (Side-Band Channel:40) - Reason:GUI
Fri Nov 29 04:54:38 2019	Notice (6)	TLV-11 - unrecognized OID;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:01:5c:8d:18:52;CM-QOS=1.1;CM-VER=3.0;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Notice (6)	WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INIT
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Tue Nov 26 09:48:23 2019	Critical (3)	No Ranging Response received - T3 time-out
Tue Nov 26 09:48:10 2019	Critical (3)	TFTP Request Retries exceeded, CM unable to register
Tue Nov 26 09:48:10 2019	Critical (3)	TFTP Failed - OUT OF ORDER packets;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:01:5c:8d:18:52;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Tue Nov 19 01:45:40 2019	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:01:5c:8d:18:52;CM-QOS=1.1;CM-VER=3.0;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Tue Nov 19 01:40:24 2019	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:01:5c:8d:18:52;CM-QOS=1.1;CM-VER=3.0;
Tue Nov 19 01:40:24 2019	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:01:5c:8d:18:52;CM-QOS=1.1;CM-VER=3.0;
Tue Nov 19 01:39:56 2019	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:01:5c:8d:18:52;CM-QOS=1.1;CM-VER=3.0;
Tue Nov 19 01:39:56 2019	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:01:5c:8d:18:52;CM-QOS=1.1;CM-VER=3.0;
Tue Nov 19 01:39:28 2019	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:01:5c:8d:18:52;CM-QOS=1.1;CM-VER=3.0;
Tue Nov 19 01:39:28 2019	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:01:5c:8d:18:52;CM-QOS=1.1;CM-VER=3.0;
Tue Nov 19 01:38:47 2019	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:01:5c:8d:18:52;CM-QOS=1.1;CM-VER=3.0;
Tue Nov 19 01:38:47 2019	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:01:5c:8d:18:52;CM-QOS=1.1;CM-VER=3.0;
Tue Nov 19 01:36:18 2019	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:01:5c:8d:18:52;CM-QOS=1.1;CM-VER=3.0;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out

[BruceW]

Please see Connection Troubleshooting Tips. If you still need help, please provide Information Requested for Connection-Related Posts, especially upstream and downstream power levels, and downstream SNR.

[mdaviner]

Equipment

Modem: ARRIS SBG6580 

Router: Netgear R6260

Modem Up strean power lvls

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	8	5120 Ksym/sec	16600000 Hz	38.0 dBmV
2	Locked	ATDMA	5	5120 Ksym/sec	35800000 Hz	40.0 dBmV
3	Locked	ATDMA	6	5120 Ksym/sec	29400000 Hz	40.0 dBmV
4	Locked	ATDMA	7	5120 Ksym/sec	23000000 Hz	39.0 dBmV

Modem Down Stream power lvls

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	QAM256	38	429000000 Hz	4.3 dBmV	38.6 dB	0	0
2	Locked	QAM256	39	435000000 Hz	4.5 dBmV	38.6 dB	0	0
3	Locked	QAM256	40	441000000 Hz	4.5 dBmV	37.9 dB	0	0
4	Locked	QAM256	41	453000000 Hz	4.0 dBmV	38.0 dB	0	0
5	Locked	QAM256	29	459000000 Hz	3.6 dBmV	39.9 dB	0	0
6	Locked	QAM256	34	465000000 Hz	3.6 dBmV	39.9 dB	0	0
7	Locked	QAM256	35	471000000 Hz	3.7 dBmV	39.7 dB	0	0
8	Locked	QAM256	36	477000000 Hz	3.7 dBmV	39.4 dB	0	0

[mdaviner]

Also got these event log codes today after modem lost connection.

Tue Dec 03 17:13:55 2019	Notice (6)	TLV-11 - unrecognized OID;CM-MAC=00:23:ee:b8:1e:0a;CMTS-MAC=00:01:5c:8d:18:52;CM-QOS=1.1;CM-VER=3.0;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out

[BruceW]

The signal information you posted looks OK, but the error logs indicate a problem. They do maintenance overnight so occasional service interruptions are to be expected, but this seems excessive, and some of the times are not in the overnight period.

It would probably be best to 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/, and 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.