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Frequent Loss of Internet

New Poster

Frequent Loss of Internet

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
Gold Problem Solver

Re: Frequent Loss of Internet

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.

New Poster

Re: Frequent Loss of Internet

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

New Poster

Re: Frequent Loss of Internet

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
Gold Problem Solver

Re: Frequent Loss of Internet

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.