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Frustrating Intermittent Internet Connectivity Issues

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Frustrating Intermittent Internet Connectivity Issues

DOCSIS Downstream Channel Acquisition Done
DOCSIS Ranging Done
Establish IP Connectivity using DHCP Done
Establish Time Of Day Done
Transfer Operational Parameters through TFTP Done
Register Connection Done
Cable Modem Status Operational
Initialize Baseline Privacy Done

 

Cable Modem Operation Value
Current Time and Date Sep 11 2019 18:42:54
System Up Time 0 days 4h:34m:1s

 

hannel ID 33  29  30  31  32  34  35  36 
Frequency 651000000 Hz  621000000 Hz  627000000 Hz  639000000 Hz  645000000 Hz  657000000 Hz  663000000 Hz  669000000 Hz 
Signal to Noise Ratio 36 dB  36 dB  36 dB  36 dB  37 dB  36 dB  36 dB  36 dB 
Downstream Modulation QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
-9 dBmV   -8 dBmV   -8 dBmV   -9 dBmV   -9 dBmV   -10 dBmV   -10 dBmV   -10 dBmV  

 

Upstream Bonding Channel Value
Channel ID
Frequency 35800000 Hz  16600000 Hz  23000000 Hz  29400000 Hz 
Ranging Service ID 2046  2046  2046  2046 
Symbol Rate 5.120 Msym/sec  5.120 Msym/sec  5.120 Msym/sec  5.120 Msym/sec 
Power Level 48 dBmV  46 dBmV  46 dBmV  47 dBmV 
Upstream Modulation [2] QPSK
[1] 16QAM
[3] 64QAM
 
[2] QPSK
[1] 16QAM
[3] 64QAM
 
[2] QPSK
[1] 16QAM
[3] 64QAM
 
[2] QPSK
[1] 16QAM
[3] 64QAM
 
Ranging Status Success  Success  Success  Success 

 

Signal Status (Codewords) Bonding Channel Value
Channel ID 33  29  30  31  32  34  35  36 
Total Unerrored Codewords 706869913  706894390  706879951  706901645  706865457  706866748  706867535  706862261 
Total Correctable Codewords 729  332  303  634  406  581  790  460 
Total Uncorrectable Codewords 4637  3644  3576  4282  4617  4404  4443 

4758 

 

 

 

 

 

 

 

Time Priority Code Message
Sep 11 2019 18:23:04 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f0:be:cc;CMTS-MAC=a0:f8:49:6b:6c:e9;CM-QOS=1.1;CM-VER=3.0;
Sep 11 2019 18:23:04 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=d0:39:b3:f0:be:cc;CMTS-MAC=a0:f8:49:6b:6c:e9;CM-QOS=1.1;CM-VER=3.0;
Sep 11 2019 18:22:25 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f0:be:cc;CMTS-MAC=a0:f8:49:6b:6c:e9;CM-QOS=1.1;CM-VER=3.0;
Sep 11 2019 18:22:25 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=d0:39:b3:f0:be:cc;CMTS-MAC=a0:f8:49:6b:6c:e9;CM-QOS=1.1;CM-VER=3.0;
Sep 11 2019 18:22:09 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f0:be:cc;CMTS-MAC=a0:f8:49:6b:6c:e9;CM-QOS=1.1;CM-VER=3.0;
Sep 11 2019 18:20:05 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=d0:39:b3:f0:be:cc;CMTS-MAC=a0:f8:49:6b:6c:e9;CM-QOS=1.1;CM-VER=3.0;
Sep 11 2019 18:18:52 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f0:be:cc;CMTS-MAC=a0:f8:49:6b:6c:e9;CM-QOS=1.1;CM-VER=3.0;
Sep 11 2019 18:18:52 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=d0:39:b3:f0:be:cc;CMTS-MAC=a0:f8:49:6b:6c:e9;CM-QOS=1.1;CM-VER=3.0;
Sep 11 2019 18:17:43 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f0:be:cc;CMTS-MAC=a0:f8:49:6b:6c:e9;CM-QOS=1.1;CM-VER=3.0;
Sep 11 2019 18:17:43 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=d0:39:b3:f0:be:cc;CMTS-MAC=a0:f8:49:6b:6c:e9;CM-QOS=1.1;CM-VER=3.0;
Sep 11 2019 18:16:59 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f0:be:cc;CMTS-MAC=a0:f8:49:6b:6c:e9;CM-QOS=1.1;CM-VER=3.0;
Sep 11 2019 18:16:58 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=d0:39:b3:f0:be:cc;CMTS-MAC=a0:f8:49:6b:6c:e9;CM-QOS=1.1;CM-VER=3.0;
Sep 11 2019 18:16:04 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f0:be:cc;CMTS-MAC=a0:f8:49:6b:6c:e9;CM-QOS=1.1;CM-VER=3.0;
Sep 11 2019 18:16:04 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=d0:39:b3:f0:be:cc;CMTS-MAC=a0:f8:49:6b:6c:e9;CM-QOS=1.1;CM-VER=3.0;
Sep 11 2019 18:15:22 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f0:be:cc;CMTS-MAC=a0:f8:49:6b:6c:e9;CM-QOS=1.1;CM-VER=3.0;
Sep 11 2019 18:15:22 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=d0:39:b3:f0:be:cc;CMTS-MAC=a0:f8:49:6b:6c:e9;CM-QOS=1.1;CM-VER=3.0;
Sep 11 2019 18:14:39 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f0:be:cc;CMTS-MAC=a0:f8:49:6b:6c:e9;CM-QOS=1.1;CM-VER=3.0;
Sep 11 2019 18:14:39 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=d0:39:b3:f0:be:cc;CMTS-MAC=a0:f8:49:6b:6c:e9;CM-QOS=1.1;CM-VER=3.0;
Sep 11 2019 17:43:48 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=d0:39:b3:f0:be:cc;CMTS-MAC=a0:f8:49:6b:6c:e9;CM-QOS=1.1;CM-VER=3.0;
Sep 11 2019 17:43:47 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=d0:39:b3:f0:be:cc;CMTS-MAC=a0:f8:49:6b:6c:e9;CM-QOS=1.1;CM-VER=3.0;

 

 

The current date is: Wed 09/11/2019 7:25 PM


Microsoft Windows [Version 10.0.16299.15]
(c) 2017 Microsoft Corporation. All rights reserved.

C:\Users\PC-User>tracert 8.8.8.8

Tracing route to 8.8.8.8 over a maximum of 30 hops

  1     1 ms     1 ms    <1 ms  192.168.1.1
  2     *        *        *     Request timed out.
  3     *       51 ms    11 ms  96.110.136.57
  4    12 ms    14 ms    12 ms  96.110.5.30
  5    20 ms    16 ms    14 ms  68.86.165.201
  6    23 ms    23 ms    19 ms  be-40-ar01.northdade.fl.pompano.comcast.net [68.86.165.161]
  7    25 ms    20 ms    17 ms  be-20214-cr02.miami.fl.ibone.comcast.net [68.86.90.205]
  8    18 ms    22 ms    17 ms  be-12274-pe01.nota.fl.ibone.comcast.net [68.86.82.154]
  9    23 ms    17 ms    16 ms  as15169-2-c.nota.fl.ibone.comcast.net [66.208.228.98]
 10    20 ms    19 ms    20 ms  108.170.253.17
 11    18 ms    18 ms    19 ms  216.239.57.169
 12    18 ms    17 ms    21 ms  dns.google [8.8.8.8]

Trace complete.

C:\Users\PC-User>tracert 8.8.8.8

Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2     9 ms    10 ms    12 ms  96.120.36.113
  3    13 ms    12 ms    11 ms  96.110.136.57
  4    18 ms    12 ms    10 ms  96.110.5.30
  5    22 ms    17 ms    17 ms  68.86.165.201
  6    17 ms    17 ms    18 ms  be-40-ar01.northdade.fl.pompano.comcast.net [68.86.165.161]
  7    17 ms    19 ms    20 ms  be-20214-cr02.miami.fl.ibone.comcast.net [68.86.90.205]
  8    18 ms    22 ms    19 ms  be-12274-pe01.nota.fl.ibone.comcast.net [68.86.82.154]
  9    25 ms    18 ms    21 ms  as15169-2-c.nota.fl.ibone.comcast.net [66.208.228.98]
 10    21 ms    27 ms    20 ms  108.170.253.17
 11    18 ms    18 ms    19 ms  216.239.57.169
 12    19 ms    20 ms    21 ms  dns.google [8.8.8.8]

Trace complete.

C:\Users\PC-User>tracert 8.8.8.8

Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2    38 ms    33 ms     *     96.120.36.113
  3    26 ms    32 ms    33 ms  96.110.136.57
  4    34 ms    33 ms    30 ms  96.110.5.30
  5    26 ms    44 ms    33 ms  68.86.165.201
  6    39 ms    30 ms    33 ms  be-40-ar01.northdade.fl.pompano.comcast.net [68.86.165.161]
  7    41 ms    30 ms    32 ms  be-20214-cr02.miami.fl.ibone.comcast.net [68.86.90.205]
  8    26 ms    30 ms    40 ms  be-12274-pe01.nota.fl.ibone.comcast.net [68.86.82.154]
  9    42 ms    30 ms    31 ms  as15169-2-c.nota.fl.ibone.comcast.net [66.208.228.98]
 10    20 ms    19 ms    19 ms  108.170.253.17
 11    21 ms    19 ms    19 ms  216.239.57.169
 12    18 ms    21 ms    18 ms  dns.google [8.8.8.8]

Trace complete.


Source: whois.arin.net
IP Address: 96.120.36.113
Name: MIAMI-CDM-20Handle: NET-96-120-36-0-1
Registration Date: 2/22/11
Range: 96.120.36.0-96.120.39.255
Customer: Comcast IP Services, L.L.C.
Customer Handle: C02702611
Address: 1800 Bishops Gate Blvd
City: Mt Laurel
State/Province: NJ
Postal Code: 08054
Country: United StatesName 
Servers:

Can someone have a look at this? My internet has been going in and out for months. Everytime I call they tell me to power cycle the modem and I do and it never resolves the issue. Nothing ever changes on my end. The internet just seems to drop whenever it wants and especially starting at around 11:15 am in the morning. It can last up to a few minutes to hours with intermittency. I would say I'm almost 90% certain the issue has nothing to do with any equipment or cabling in the home. To isolate it I would like steps on where I can locate the box on the side of the home and how I would go about troubleshooting from there. If the problem occurs within the segment in my house or on comcasts end out to another device or pole. So unless someone points out something odd occuring within the modem or EMI, please assist me on how to troubleshoot it from the box on the side of the house to duplicate. Please advise. 
Diamond Problem Solver

Re: Frustrating Intermittent Internet Connectivity Issues

You should possibly have more downstream channels than what you’ve posted. But the ones you’ve posted are close to or are out of specs.

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Contributor

Re: Frustrating Intermittent Internet Connectivity Issues

demonstrating the problem at the interior-point where coax-from-demarc enters the dwelling is sufficient to prove that it is comcasts problem not yours.    the entire demarc is owned by comcast and they wil gladly swap it if need be.   yes corrosion/water/bad-ground in demarc can cause this sort of issue, such as when the sun hits it each morning and it warms up by 11:15 .     to find the demarc, trace it via the inside wall of your dwelling to see where the wire goes outside.    also look on the sunny-side of the building!    when you find it if it's the "old kind" you can try to remove rubber covers to see if there is water underneath - there may be water inside the coax connectors too.    any sign of water/corrosion inside the connectors corrosion means it all has to be swapped.    in fact, comcast is swapping ALL of the "old kind" of demarc and replacing them with big-plastic-box "new kind" to better protect from sun/water/oxidation.      you can tell them you don't want to pay for them to roll a truck since you have demonstrated the issue is on their wire.      they may insist to charge you up front but you can get them to reverse that charge and give you some free stuff for all the trouble and since you are so nice, after the tech notes that the problem was the demarc with no wiring/tech issue inside your home.

 

Frequent Visitor

Re: Frustrating Intermittent Internet Connectivity Issues

Thanks , I'll look into that. I did notice other posts included more information. I was out looking at some modems just so that in the future it can be ruled out if there's an issue but as far as I know it's still compatible and should not give me any issues. As far as I know my specs look okay aside from the disconnects it shows in the logs. 

 

Do you have any suggestions for a newer model that works well? Thanks again.

Frequent Visitor

Re: Frustrating Intermittent Internet Connectivity Issues

Thanks 

Diamond Problem Solver

Re: Frustrating Intermittent Internet Connectivity Issues

Really, take a look at all of your wiring and splitters. Remove any splitters that you can, to increase those downstream levels. I would have a tech before changing/purchasing equipment.

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Frequent Visitor

Re: Frustrating Intermittent Internet Connectivity Issues

@bald271  This weekend I intend on having a different configuration within the home. This will not be permanent, only temporary until the matter is resolved. I'm going to position the modem in the addict so that there's only one cable to the demarc and nothing else. At that point, I'm going to take snapshots regularly of the cable modem logs and if they continue to show up I will explain my setup and leave it up to comcast what they want to do. At that point, they can charge me fine, but if they replace that one cable that runs to the demarc or I end up being charged for another modem and I still have issues I will definitely ask for a credit and prepare myself to make any returns for outside purchases. Based on what you've explained, this would be the proper route to go with the issue correct?  I may also keep a laptop hard wired up there in the addict with a batch script running ping and traces out from the modem using the task scheduler. But really the cable modem logs should be sufficient. It would be really nice to have a network monitoring tool that sends push notifications to my phone during blips to show the time interval it was down.

 

As far as testing for a bad ground, I'm really bad when it comes to low voltage knowledge. If I buy a multimeter what would I do to test for that?

 

I want to ask another question about how to read tracert

 

 

Tracing route to 8.8.8.8 over a maximum of 30 hops

1 1 ms 1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 * 51 ms 11 ms 96.110.136.57

How would you break down in lamens what's happening here? What would be a practical way to look at it?

 

Still learning about these things and I appreciate all your help.

Expert

Re: Frustrating Intermittent Internet Connectivity Issues


@aminerge wrote:

 

I want to ask another question about how to read tracert

 

Tracing route to 8.8.8.8 over a maximum of 30 hops

1 1 ms 1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 * 51 ms 11 ms 96.110.136.57

How would you break down in lamens what's happening here? What would be a practical way to look at it?


http://customer.xfinity.com/help-and-support/internet/run-traceroute-command/

 

https://www.nanog.org/meetings/nanog47/presentations/Sunday/RAS_Traceroute_N47_Sun.pdf



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