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Frequent packet loss for a few months now and random disconnecting of internet/wifi

Regular Visitor

Frequent packet loss for a few months now and random disconnecting of internet/wifi

Hello,

 

I have been having a problem with lots of packet loss and random disconnecting of internet/wifi the past few months every day.  I have a TP link cable modem TC-7620 and TP Link router C1200.  Can someone please look into what may be the problem?  Thanks!

 

Downstream Bonded Channels


Channel Status Modulation Channel ID Frequency Power SNR
1 Locked QAM256 13 423000000 Hz -3.6 dBmV 39.7 dB
2 Locked QAM256 4 369000000 Hz -2.9 dBmV 40.1 dB
3 Locked QAM256 11 411000000 Hz -3.1 dBmV 40.0 dB
4 Locked QAM256 14 429000000 Hz -2.8 dBmV 40.0 dB
5 Locked QAM256 18 453000000 Hz -2.2 dBmV 40.0 dB
6 Locked QAM256 19 459000000 Hz -1.7 dBmV 40.2 dB
7 Locked QAM256 22 477000000 Hz -1.5 dBmV 40.2 dB
8 Locked QAM256 23 483000000 Hz -1.9 dBmV 40.0 dB
9 Locked QAM256 25 495000000 Hz -1.6 dBmV 40.2 dB
10 Locked QAM256 26 507000000 Hz -2.5 dBmV 39.2 dB
11 Locked QAM256 27 513000000 Hz -2.8 dBmV 39.8 dB
12 Locked QAM256 28 519000000 Hz -2.9 dBmV 39.8 dB
13 Locked QAM256 29 525000000 Hz -2.3 dBmV 40.1 dB
14 Locked QAM256 30 531000000 Hz -2.4 dBmV 40.1 dB
15 Locked QAM256 31 537000000 Hz -2.8 dBmV 39.9 dB
16 Locked QAM256 33 543000000 Hz -2.5 dBmV 40.0 dB

Upstream Bonded Channels

 

Channel Status Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 49 5120 ksym/sec 19300000 Hz 46.5 dBmV
2 Locked ATDMA 50 5120 ksym/sec 25700000 Hz 47.0 dBmV
3 Locked ATDMA 51 5120 ksym/sec 32300000 Hz 47.5 dBmV
4 Locked ATDMA 52 5120 ksym/sec 38700000 Hz 46.3 dBmV

 

 

System Log



Time Priority Description
Tue Dec 04 04:46:27 2018 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Tue Dec 04 04:46:15 2018 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d4...
Tue Dec 04 04:43:44 2018 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f...
Tue Dec 04 04:43:15 2018 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d4...
Tue Dec 04 04:43:15 2018 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f...
Tue Dec 04 04:43:08 2018 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d4...
Tue Dec 04 04:43:08 2018 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f...
Tue Dec 04 04:42:23 2018 Warning (5) MDD message timeout;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f:66:78;CM-QOS=1.1;CM-VER=3.0;
Tue Dec 04 04:42:23 2018 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f...
Tue Dec 04 03:59:58 2018 Warning (5) MDD message timeout;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f:66:78;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Mon Dec 03 13:27:13 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f:66:78;...
Time Not Established Critical (3) DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f:66:78;CM-QOS=1.0;CM...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f:66:78;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f:66:78;CM-QOS=1.0;CM...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f:66:78;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f:66:78;CM-QOS=1.0;CM...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f:66:78;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f:66:78;CM-QOS=1.0;CM...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f:66:78;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f:66:78;CM-QOS=1.0;CM...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f:66:78;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f:66:78;CM-QOS=1.0;CM...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f:66:78;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f:66:78;CM-QOS=1.0;CM...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f:66:78;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f:66:78;CM-QOS=1.0;CM...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f:66:78;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f:66:78;CM-QOS=1.0;CM...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f:66:78;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f:66:78;CM-QOS=1.0;CM...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=d4:6e:0e:45:d5:e2;CMTS-MAC=00:01:5c:6f:66:78;CM-QOS=1.0;CM-VER=3.0;
Expert

Re: Frequent packet loss for a few months now and random disconnecting of internet/wifi

Hi @toolegit99

Your signal levels look pretty good, but your event log confirms your connection issues. 

 

I've asked an employee to check the CMTS for real-time and historical RF signal reports from your modem. They can also check your local node/plant for any degradation or error reports. You can expect a reply in this thread. 


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Official Employee

Re: Frequent packet loss for a few months now and random disconnecting of internet/wifi

Hello, thanks for reaching out and I can assist you with this connection issue you are experiencing! Can you please send me a Private Message including the full name as it appears on the account and your full name if different?

 

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


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!