Frequent drops...

[Tchapo]

Been having lots of drops for several months now.  Upgraded service plan (600 Mbps), new modem (Netgear CM700), and Google Nest WiFi system.

Log below.

Time Priority Description Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:20:48 Warning (5) Lost MDD Timeout Jun 03 2020 13:20:54 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Time Not Established Critical (3) No Ranging Response received - T3 time-out Jun 03 2020 13:22:28 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 Jun 03 2020 13:22:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:22:48 Critical (3) Ranging Request Retries exhausted Jun 03 2020 13:22:48 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted Jun 03 2020 13:22:48 Critical (3) Ranging Request Retries exhausted Jun 03 2020 13:22:48 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted Jun 03 2020 13:22:48 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:22:50 Critical (3) Ranging Request Retries exhausted Jun 03 2020 13:22:50 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted Jun 03 2020 13:22:50 Warning (5) TCS Partial Service Jun 03 2020 13:23:15 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:25:59 Critical (3) SYNC Timing Synchronization failure - Loss of Sync Jun 03 2020 13:26:03 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:26:29 Error (4) Service Change Response rejected - Invalid transaction ID Jun 03 2020 13:26:51 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:29:39 Critical (3) Ranging Request Retries exhausted Jun 03 2020 13:29:39 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted Jun 03 2020 13:29:39 Critical (3) Ranging Request Retries exhausted Jun 03 2020 13:29:39 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted Jun 03 2020 13:29:39 Critical (3) Ranging Request Retries exhausted Jun 03 2020 13:29:39 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted Jun 03 2020 13:30:03 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:36:27 Critical (3) Ranging Request Retries exhausted Jun 03 2020 13:36:28 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted Jun 03 2020 13:36:28 Critical (3) Ranging Request Retries exhausted Jun 03 2020 13:36:28 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted Jun 03 2020 13:36:28 Critical (3) Ranging Request Retries exhausted Jun 03 2020 13:36:28 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted Jun 03 2020 13:36:52 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out Jun 03 2020 13:43:16 Critical (3) Ranging Request Retries exhausted Jun 03 2020 13:43:16 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted Jun 03 2020 13:43:16 Critical (3) Ranging Request Retries exhausted Jun 03 2020 13:43:16 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted Jun 03 2020 13:43:16 Critical (3) Ranging Request Retries exhausted Jun 03 2020 13:43:16 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted Jun 03 2020 13:43:40 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out

Apply             Cancel     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 555000000 Hz Locked Connectivity State Ok Operational Boot State Ok Operational Security Enabled BPI+ IP Provisioning Mode Honor MDD honorMdd(4) Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables 1 Locked QAM 256 1 507000000 Hz -6.0 dBmV 37.6 dB 11805 72797 2 Locked QAM 256 2 513000000 Hz -6.5 dBmV 37.3 dB 12627 71004 3 Locked QAM 256 3 519000000 Hz -6.0 dBmV 37.3 dB 12613 71487 4 Locked QAM 256 4 525000000 Hz -6.5 dBmV 37.6 dB 11391 75211 5 Locked QAM 256 5 531000000 Hz -6.7 dBmV 37.6 dB 12757 71051 6 Locked QAM 256 6 537000000 Hz -6.5 dBmV 37.3 dB 10228 72805 7 Locked QAM 256 7 543000000 Hz -7.0 dBmV 37.6 dB 11686 75540 8 Locked QAM 256 8 549000000 Hz -6.5 dBmV 37.3 dB 11242 69062 9 Locked QAM 256 9 555000000 Hz -6.7 dBmV 37.3 dB 13452 71579 10 Locked QAM 256 10 561000000 Hz -6.5 dBmV 37.6 dB 12027 71742 11 Locked QAM 256 11 567000000 Hz -6.2 dBmV 37.6 dB 11956 73033 12 Locked QAM 256 12 573000000 Hz -6.2 dBmV 37.6 dB 12081 69821 13 Locked QAM 256 13 579000000 Hz -6.2 dBmV 37.6 dB 13025 77503 14 Locked QAM 256 14 585000000 Hz -6.2 dBmV 37.6 dB 13297 76091 15 Locked QAM 256 15 591000000 Hz -6.0 dBmV 37.6 dB 13795 81406 16 Locked QAM 256 16 597000000 Hz -6.7 dBmV 37.3 dB 15015 84075 17 Locked QAM 256 17 603000000 Hz -6.4 dBmV 37.3 dB 15752 72517 18 Locked QAM 256 18 609000000 Hz -6.5 dBmV 37.3 dB 13799 79900 19 Locked QAM 256 19 615000000 Hz -6.5 dBmV 37.3 dB 13861 76989 20 Locked QAM 256 20 621000000 Hz -6.0 dBmV 37.3 dB 12642 76292 21 Locked QAM 256 21 627000000 Hz -6.2 dBmV 37.3 dB 14014 89303 22 Locked QAM 256 22 633000000 Hz -6.0 dBmV 37.3 dB 15192 85277 23 Locked QAM 256 23 639000000 Hz -5.4 dBmV 37.6 dB 15844 84511 24 Locked QAM 256 24 645000000 Hz -5.7 dBmV 37.6 dB 17204 81213 25 Locked QAM 256 26 651000000 Hz -5.5 dBmV 38.2 dB 360 4072 26 Locked QAM 256 27 657000000 Hz -5.2 dBmV 38.2 dB 526 4448 27 Locked QAM 256 28 663000000 Hz -5.4 dBmV 37.6 dB 461 4079 28 Locked QAM 256 29 669000000 Hz -5.7 dBmV 37.9 dB 317 2905 29 Locked QAM 256 30 675000000 Hz -5.2 dBmV 37.9 dB 428 2724 30 Locked QAM 256 31 681000000 Hz -5.5 dBmV 37.6 dB 345 2926 31 Locked QAM 256 32 687000000 Hz -5.5 dBmV 37.3 dB 253 3064 32 Locked QAM 256 33 693000000 Hz -5.2 dBmV 37.6 dB 256 2846 Upstream Bonded Channels (Partial Service) Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 1 5120 Ksym/sec 36500000 Hz 48.8 dBmV 2 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV 3 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV 4 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 48.8 dBmV 5 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 48.8 dBmV 6 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 48.8 dBmV 7 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV 8 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV Current System Time: Wed Jun 3 13:57:06 2020 System Up Time: 00:35:45

[EG]

The upstream power is on the high side and the downstream power is on the low / weak side and they may be intermittently fluctuating even farther to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, 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.

[Tchapo]

Thanks so much, EG.  Checked all the connections and everything seems fine.  Still had drops and called support.  They're sending a tech today!

[EG]

Good luck with it ! Please post back with how things turn out.

[Tchapo]

Tech came out yesterday and removed some sort of interference prevention device installed where the cable to my house connects to the pole.  Upstream channels went from 1 to 4 and things were much improved yesterday.  However, still having frequent drops again today.  I just checked my router connection (below) and seeing lots of uncorrectibles.  Not sure if this indicates an ongoing issue.

Apply             Cancel     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 555000000 Hz Locked Connectivity State Ok Operational Boot State Ok Operational Security Enabled BPI+ IP Provisioning Mode Honor MDD honorMdd(4) Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables 1 Locked QAM 256 9 555000000 Hz -5.7 dBmV 37.6 dB 173162 673475 2 Locked QAM 256 10 561000000 Hz -5.7 dBmV 37.6 dB 178794 696490 3 Locked QAM 256 11 567000000 Hz -5.5 dBmV 37.6 dB 184503 717747 4 Locked QAM 256 12 573000000 Hz -5.7 dBmV 37.6 dB 196233 765033 5 Locked QAM 256 13 579000000 Hz -5.7 dBmV 37.3 dB 207789 805067 6 Locked QAM 256 14 585000000 Hz -5.7 dBmV 37.6 dB 222519 891021 7 Locked QAM 256 15 591000000 Hz -5.5 dBmV 37.6 dB 235636 933910 8 Locked QAM 256 16 597000000 Hz -6.0 dBmV 37.6 dB 254223 973810 9 Locked QAM 256 17 603000000 Hz -5.7 dBmV 37.3 dB 264183 1052868 10 Locked QAM 256 18 609000000 Hz -5.9 dBmV 37.3 dB 286964 1097338 11 Locked QAM 256 19 615000000 Hz -6.0 dBmV 37.3 dB 297639 1176701 12 Locked QAM 256 20 621000000 Hz -5.4 dBmV 37.6 dB 321959 1226080 13 Locked QAM 256 21 627000000 Hz -5.5 dBmV 37.6 dB 330231 1287353 14 Locked QAM 256 22 633000000 Hz -5.4 dBmV 37.3 dB 334738 1312219 15 Locked QAM 256 23 639000000 Hz -4.9 dBmV 37.6 dB 357021 1400464 16 Locked QAM 256 24 645000000 Hz -5.0 dBmV 37.6 dB 371356 1481931 17 Locked QAM 256 26 651000000 Hz -5.0 dBmV 38.6 dB 394305 1563262 18 Locked QAM 256 27 657000000 Hz -4.5 dBmV 37.6 dB 414033 1644230 19 Locked QAM 256 28 663000000 Hz -4.7 dBmV 37.3 dB 422504 1711895 20 Locked QAM 256 29 669000000 Hz -4.9 dBmV 37.6 dB 449340 1786966 21 Locked QAM 256 30 675000000 Hz -4.5 dBmV 37.6 dB 465438 1880009 22 Locked QAM 256 31 681000000 Hz -4.7 dBmV 37.6 dB 479588 1991955 23 Locked QAM 256 32 687000000 Hz -4.7 dBmV 37.3 dB 506016 2054839 24 Locked QAM 256 33 693000000 Hz -4.5 dBmV 37.6 dB 518601 2186781 25 Locked QAM 256 34 699000000 Hz -4.7 dBmV 38.2 dB 8818 20224 26 Locked QAM 256 35 705000000 Hz -4.4 dBmV 37.9 dB 9882 22281 27 Locked QAM 256 36 711000000 Hz -4.0 dBmV 37.9 dB 10450 19214 28 Locked QAM 256 37 717000000 Hz -4.2 dBmV 38.2 dB 12351 18946 29 Locked QAM 256 38 723000000 Hz -4.2 dBmV 37.9 dB 9341 19161 30 Locked QAM 256 39 729000000 Hz -4.0 dBmV 38.2 dB 5817 20970 31 Locked QAM 256 40 735000000 Hz -4.4 dBmV 37.3 dB 8293 20308 32 Locked QAM 256 41 741000000 Hz -4.0 dBmV 37.3 dB 6192 17704 Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 4 5120 Ksym/sec 17300000 Hz 46.8 dBmV 2 Locked ATDMA 3 5120 Ksym/sec 23700000 Hz 46.0 dBmV 3 Locked ATDMA 2 5120 Ksym/sec 30100000 Hz 46.0 dBmV 4 Locked ATDMA 1 5120 Ksym/sec 36500000 Hz 45.8 dBmV 5 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV 6 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV 7 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV 8 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV Current System Time: Fri Jun 5 10:43:05 2020 System Up Time: 03:01:23

Time Priority Description Jun 04 2020 13:54:17 Warning (5) Lost MDD Timeout Jun 04 2020 13:54:17 Warning (5) Lost MDD Timeout Jun 04 2020 13:54:17 Warning (5) Lost MDD Timeout Jun 04 2020 13:54:17 Warning (5) Lost MDD Timeout Jun 04 2020 13:54:17 Warning (5) Lost MDD Timeout Jun 04 2020 13:54:17 Warning (5) Lost MDD Timeout Jun 04 2020 13:54:17 Warning (5) Lost MDD Timeout Jun 04 2020 13:54:17 Warning (5) Lost MDD Timeout Jun 04 2020 14:17:01 Error (4) Service Change Response rejected - Invalid transaction ID Jun 04 2020 14:21:41 Error (4) Service Delete Response rejected - Invalid Transaction Jun 04 2020 14:45:31 Critical (3) SYNC Timing Synchronization failure - Loss of Sync Jun 04 2020 14:49:16 Error (4) Service Change Response rejected - Invalid transaction ID Jun 04 2020 15:04:45 Warning (5) Lost MDD Timeout Jun 04 2020 15:06:19 Error (4) Service Change Response rejected - Invalid transaction ID Jun 04 2020 15:06:27 Warning (5) Lost MDD Timeout Jun 04 2020 16:05:09 Critical (3) SYNC Timing Synchronization failure - Loss of Sync Jun 04 2020 16:12:25 Warning (5) Lost MDD Timeout Jun 04 2020 16:12:59 Error (4) Service Change Response rejected - Invalid transaction ID Jun 04 2020 16:15:25 Critical (3) SYNC Timing Synchronization failure - Loss of Sync Jun 04 2020 16:29:37 Warning (5) Lost MDD Timeout Jun 04 2020 17:39:46 Critical (3) SYNC Timing Synchronization failure - Loss of Sync Jun 04 2020 17:57:33 Warning (5) Lost MDD Timeout Jun 04 2020 17:59:20 Critical (3) SYNC Timing Synchronization failure - Loss of Sync Jun 04 2020 18:00:23 Warning (5) Lost MDD Timeout Jun 04 2020 18:10:07 Critical (3) SYNC Timing Synchronization failure - Loss of Sync Jun 04 2020 18:15:43 Warning (5) Lost MDD Timeout Jun 04 2020 18:15:51 Critical (3) SYNC Timing Synchronization failure - Loss of Sync Jun 04 2020 18:28:16 Critical (3) No Ranging Response received - T3 time-out Jun 04 2020 18:32:00 Warning (5) Lost MDD Timeout Jun 04 2020 18:33:28 Critical (3) SYNC Timing Synchronization failure - Loss of Sync Jun 04 2020 18:34:08 Warning (5) Lost MDD Timeout Jun 04 2020 18:57:52 Critical (3) No Ranging Response received - T3 time-out Jun 04 2020 20:17:44 Warning (5) Lost MDD Timeout Jun 04 2020 20:28:36 Error (4) DCC-ACK rejected authentication failure Jun 04 2020 20:29:14 Critical (3) SYNC Timing Synchronization failure - Loss of Sync Jun 04 2020 20:34:47 Error (4) Service Change Response rejected - Invalid transaction ID Jun 04 2020 20:41:36 Critical (3) SYNC Timing Synchronization failure - Loss of Sync Jun 04 2020 20:46:17 Warning (5) Lost MDD Timeout Jun 04 2020 21:11:29 Error (4) Service Add Ack rejected - Invalid transaction ID Jun 05 2020 03:18:41 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 Time Not Established Critical (3) No Ranging Response received - T3 time-out Jun 05 2020 07:42:49 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 Jun 05 2020 09:11:00 Warning (5) Lost MDD Timeout Jun 05 2020 09:13:00 Error (4) Service Change Response rejected - Invalid transaction ID Jun 05 2020 09:22:21 Warning (5) Lost MDD Timeout Jun 05 2020 10:29:08 Critical (3) SYNC Timing Synchronization failure - Loss of Sync Jun 05 2020 10:31:28 Error (4) DCC-ACK rejected authentication failure

[EG]

Hmmm.... A bit better but the downstream is still on the weak side. The intermittent fluctuations may still be happening. Looks like more work needs to be done.

[Tchapo]

Thanks EG.  Can the Xfinity support/techs see these event logs remotely when I call, or do I need to explain to them what I'm seeing?  Not sure how to best relay the necessary information.