Community Forum

Help Troubleshooting Frequent Connection Drops / Resets

New Poster

Help Troubleshooting Frequent Connection Drops / Resets

I need help troubleshooting a months-long connectivity issue.  Every few minutes (approximately 5 minutes, though the exact time varies), I lose connectivity, and my modem resets its connection to Comcast.  After a minute or two, the connection is restored.  (My computer stays connected to the Wifi the whole time.)  I have tried running the online troubleshooting. I have also tried unplugging everything from the Ethernet ports of my router.  The problem persists.

 

I am using a TP-Link Archer CR500 modem/router combo (self-purchased).

 

In my router events log, the most recent error is: "No ranging response received - T3 time-out."  The router says "Time Not Established" next to every instnace of this error, but it has occurred several times in the event log.  I also see these errors, which also are listed multiple times: 

 

  • TFTP Request Retries Exceeded, CM unable to register
  • TFPT Failed - Request sent - No response
  • Started Unicast Maintenance Ranging - No response received - T3 Time-out

For your reference, I have pasted information about my connection status below.  Can anyone make suggestions for fixing / identifying the cause of the problem?

 

Downstream Bonded Channels

 

Channel

Status

Modulation

Channel ID

Frequency

Power

SNR

1

Locked

QAM256

9

519000000 Hz

-4.8 dBmV

40.3 dB

2

Locked

QAM256

1

465000000 Hz

-4.6 dBmV

40.6 dB

3

Locked

QAM256

2

471000000 Hz

-4.6 dBmV

40.5 dB

4

Locked

QAM256

3

477000000 Hz

-4.5 dBmV

40.6 dB

5

Locked

QAM256

4

483000000 Hz

-4.4 dBmV

40.6 dB

6

Locked

QAM256

10

525000000 Hz

-4.5 dBmV

40.5 dB

7

Locked

QAM256

11

531000000 Hz

-4.5 dBmV

40.4 dB

8

Locked

QAM256

12

537000000 Hz

-4.4 dBmV

40.3 dB

9

Locked

QAM256

13

543000000 Hz

-4.3 dBmV

40.3 dB

10

Locked

QAM256

14

549000000 Hz

-4.0 dBmV

40.5 dB

11

Locked

QAM256

15

555000000 Hz

-4.1 dBmV

40.4 dB

12

Locked

QAM256

16

561000000 Hz

-4.1 dBmV

40.4 dB

13

Locked

QAM256

20

585000000 Hz

-4.2 dBmV

40.3 dB

14

Locked

QAM256

21

591000000 Hz

-5.0 dBmV

40.1 dB

15

Locked

QAM256

23

603000000 Hz

-5.8 dBmV

39.9 dB

16

Locked

QAM256

24

609000000 Hz

-6.0 dBmV

39.7 dB

 

Upstream Bonded Channels

 

Channel

Status

Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

4

5120 ksym/sec

17600000 Hz

46.0 dBmV

2

Locked

ATDMA

1

5120 ksym/sec

36800000 Hz

46.5 dBmV

3

Locked

ATDMA

2

5120 ksym/sec

30400000 Hz

47.0 dBmV

4

Locked

ATDMA

3

5120 ksym/sec

24000000 Hz

46.0 dBmV

 

Highlighted
Official Employee

Re: Help Troubleshooting Frequent Connection Drops / Resets

Hi @GWD2

 

Sorry for the experience you've been having with your internet connection Can you please send me a private message with your first and last name so I can begin to investigate? To send a private message click on my name "ComcastChe", then click send a message. 


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!