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I need help, Disconnections, Possible bad/old lines and splitters.

SoDugger
Frequent Visitor

I need help, Disconnections, Possible bad/old lines and splitters.

I have been having intermittent disconnections for a while now.  We bought our house in july of 2019,  When we bought the house there was a comcast cable box on the back of the house and cables run to nearly every room.  All of the cables look like they are older (Not current connectors). 

 

I have Cable modem logs and signal levels I can post. 

 

I would like a tech to contact me so I can explain my situation.  This has been happening now for 9 months.  

 

Here is the event Log for just the past 30 or so minutes. I removed my MAC addresses. 

 

04/05/2020 20:53 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 20:53 2436694061 5 "Dynamic Range Window violation"
04/05/2020 20:53 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 20:53 2436694061 5 "Dynamic Range Window violation"
04/05/2020 20:53 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW:43;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 20:53 2436694061 5 "Dynamic Range Window violation"
04/05/2020 20:53 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 20:53 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 20:53 2436694061 5 "Dynamic Range Window violation"
04/05/2020 20:53 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 20:53 2436694061 5 "Dynamic Range Window violation"
04/05/2020 20:53 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 20:53 2436694061 5 "Dynamic Range Window violation"
04/05/2020 20:53 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 20:53 2436694061 5 "Dynamic Range Window violation"
04/05/2020 20:53 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 20:53 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 20:06 2436694061 5 "Dynamic Range Window violation"
04/05/2020 20:06 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 20:06 2436694061 5 "Dynamic Range Window violation"
04/05/2020 20:06 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 20:06 2436694061 5 "Dynamic Range Window violation"
04/05/2020 20:06 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 20:05 2436694061 5 "Dynamic Range Window violation"
04/05/2020 20:05 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 20:05 2436694061 5 "Dynamic Range Window violation"
04/05/2020 20:05 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 20:05 2436694061 5 "Dynamic Range Window violation"
04/05/2020 20:05 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 20:05 2436694061 5 "Dynamic Range Window violation"
04/05/2020 20:05 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 19:48 2436694061 5 "Dynamic Range Window violation"
04/05/2020 19:48 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 19:48 2436694061 5 "Dynamic Range Window violation"
04/05/2020 19:48 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 19:47 2436694061 5 "Dynamic Range Window violation"
04/05/2020 19:47 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 19:47 2436694061 5 "Dynamic Range Window violation"
04/05/2020 19:47 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 19:47 2436694061 5 "Dynamic Range Window violation"
04/05/2020 19:47 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 19:47 2436694061 5 "Dynamic Range Window violation"
04/05/2020 19:47 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 19:26 2436694061 5 "Dynamic Range Window violation"
04/05/2020 19:26 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 19:25 2436694061 5 "Dynamic Range Window violation"
04/05/2020 19:25 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-QOS=1.1;CM-VER=3.1;"
04/05/2020 19:25 2436694061 5 "Dynamic Range Window violation"
04/05/2020 19:25 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRWCM-QOS=1.1;CM-VER=3.1;"
04/05/2020 19:25 2436694061 5 "Dynamic Range Window violation"

 

Here is the "Current" Stable signal levels. 

 

Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
33 Locked QAM256 627000000 Hz 6.9 dBmV 40.3 dB 541 654
9 Locked QAM256 483000000 Hz 6.3 dBmV 42.2 dB 663 766
10 Locked QAM256 489000000 Hz 5.7 dBmV 42.0 dB 786 750
11 Locked QAM256 495000000 Hz 5.5 dBmV 41.8 dB 833 718
12 Locked QAM256 501000000 Hz 5.5 dBmV 42.0 dB 780 668
13 Locked QAM256 507000000 Hz 5.5 dBmV 41.7 dB 722 642
14 Locked QAM256 513000000 Hz 5.3 dBmV 41.6 dB 716 687
15 Locked QAM256 519000000 Hz 5.6 dBmV 41.7 dB 741 666
16 Locked QAM256 525000000 Hz 5.9 dBmV 41.7 dB 695 607
17 Locked QAM256 531000000 Hz 6.1 dBmV 41.9 dB 669 652
18 Locked QAM256 537000000 Hz 6.0 dBmV 41.8 dB 644 539
19 Locked QAM256 543000000 Hz 6.0 dBmV 41.7 dB 735 599
20 Locked QAM256 549000000 Hz 6.3 dBmV 41.8 dB 544 596
21 Locked QAM256 555000000 Hz 6.6 dBmV 41.9 dB 632 577
22 Locked QAM256 561000000 Hz 6.7 dBmV 41.6 dB 556 596
23 Locked QAM256 567000000 Hz 6.7 dBmV 41.8 dB 539 611
24 Locked QAM256 573000000 Hz 6.7 dBmV 41.5 dB 627 537
25 Locked QAM256 579000000 Hz 6.9 dBmV 41.5 dB 524 510
26 Locked QAM256 585000000 Hz 7.0 dBmV 41.7 dB 609 498
27 Locked QAM256 591000000 Hz 6.8 dBmV 41.6 dB 602 555
28 Locked QAM256 597000000 Hz 6.5 dBmV 41.3 dB 615 530
29 Locked QAM256 603000000 Hz 6.7 dBmV 41.4 dB 517 580
30 Locked QAM256 609000000 Hz 6.8 dBmV 41.7 dB 594 537
31 Locked QAM256 615000000 Hz 6.8 dBmV 41.4 dB 479 541
32 Locked QAM256 621000000 Hz 6.8 dBmV 39.2 dB 647 540
34 Locked QAM256 633000000 Hz 6.9 dBmV 41.5 dB 524 556
35 Locked QAM256 639000000 Hz 6.6 dBmV 41.4 dB 505 553
36 Locked QAM256 645000000 Hz 6.4 dBmV 41.2 dB 431 518
37 Locked QAM256 651000000 Hz 6.5 dBmV 41.3 dB 398 532
38 Locked QAM256 657000000 Hz 6.4 dBmV 41.3 dB 390 514
39 Locked QAM256 663000000 Hz 6.3 dBmV 41.4 dB 453 441
40 Locked QAM256 669000000 Hz 6.3 dBmV 41.3 dB 459 504
159 Locked Other 690000000 Hz 7.1 dBmV 40.0 dB 2806148377 3



 
Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 1 Locked SC-QAM Upstream 35800000 Hz 6400000 Hz 42.0 dBmV
2 2 Locked SC-QAM Upstream 29400000 Hz 6400000 Hz 42.0 dBmV
3 3 Locked SC-QAM Upstream 23000000 Hz 6400000 Hz 41.0 dBmV
4 4 Locked SC-QAM Upstream 16600000 Hz 6400000 Hz 41.0 dBmV



 

Current System Time: Sun Apr 5 21:15:00 2020

BruceW
Gold Problem Solver

Re: I need help, Disconnections, Possible bad/old lines and splitters.

The signal levels and SNRs look OK, but the error log "Dynamic Range Window" and "Commanded Power Exceeds" errors suggests a problem with the connection to Comcast's network.

 

If you want to troubleshoot this yourself, please see Connection Troubleshooting Tips and Troubleshooting Gigabit . Problems with Internet service are often due to poor coax connections between your equipment and Comcast's network, usually in or near your home.

If you can't find the problem or you'd rather have Comcast do the troubleshooting, call them at the phone number on your bill or 1-800-Comcast, or or use one of the options on https://www.xfinity.com/support/contact-us/. It isn't likely they can fix this remotely, and if not, 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.

SoDugger
Frequent Visitor

Re: I need help, Disconnections, Possible bad/old lines and splitters.

The only splitters are in the comcast box on the back of the house.  

The line that comes into the house goes directly into the SB8200.  I have tried (to the limit of my equipment)  to determine where the cause lies.  I have tried 3 different Modems. All brand new. 

 

The house is old, before we bought it, it was a rental that saw different companies install several different services. ( i still have a Dish on the roof I have to remove)  I believe that the problem lies in the lines from the street to the house.  I would love to have the tap simplified to a single line coming in and all the lines from the box to the street replaced.  

SoDugger
Frequent Visitor

Re: I need help, Disconnections, Possible bad/old lines and splitters.

Just an update, 

Here is the Downstream connection Info after just 35 hours of uptime

 

Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
37 Locked QAM256 651000000 Hz 6.0 dBmV 41.4 dB 9247 17455
9 Locked QAM256 483000000 Hz 5.3 dBmV 41.1 dB 9987 17993
10 Locked QAM256 489000000 Hz 4.7 dBmV 41.7 dB 10461 18587
11 Locked QAM256 495000000 Hz 4.5 dBmV 41.6 dB 10108 17807
12 Locked QAM256 501000000 Hz 4.6 dBmV 41.7 dB 10048 17667
13 Locked QAM256 507000000 Hz 4.8 dBmV 41.8 dB 9696 16161
14 Locked QAM256 513000000 Hz 4.5 dBmV 41.6 dB 10059 17131
15 Locked QAM256 519000000 Hz 4.9 dBmV 41.8 dB 9865 16831
16 Locked QAM256 525000000 Hz 5.2 dBmV 39.6 dB 3079599 324082
17 Locked QAM256 531000000 Hz 5.3 dBmV 39.8 dB 9413 15550
18 Locked QAM256 537000000 Hz 5.2 dBmV 40.4 dB 9082 15196
19 Locked QAM256 543000000 Hz 5.2 dBmV 41.3 dB 9179 15332
20 Locked QAM256 549000000 Hz 5.4 dBmV 41.6 dB 8867 14714
21 Locked QAM256 555000000 Hz 5.7 dBmV 39.6 dB 42737 14384
22 Locked QAM256 561000000 Hz 5.8 dBmV 39.1 dB 8802 14228
23 Locked QAM256 567000000 Hz 5.9 dBmV 41.3 dB 8596 14235
24 Locked QAM256 573000000 Hz 6.0 dBmV 41.2 dB 8459 14065
25 Locked QAM256 579000000 Hz 6.1 dBmV 41.5 dB 8547 13517
26 Locked QAM256 585000000 Hz 6.2 dBmV 39.2 dB 8130 13884
27 Locked QAM256 591000000 Hz 6.1 dBmV 41.3 dB 8345 13794
28 Locked QAM256 597000000 Hz 6.0 dBmV 41.5 dB 8545 14044
29 Locked QAM256 603000000 Hz 6.1 dBmV 41.6 dB 8140 13766
30 Locked QAM256 609000000 Hz 6.1 dBmV 41.7 dB 8265 14293
31 Locked QAM256 615000000 Hz 6.2 dBmV 39.6 dB 1881325 16566
32 Locked QAM256 621000000 Hz 6.1 dBmV 29.8 dB 92258199 169693425
33 Locked QAM256 627000000 Hz 6.1 dBmV 35.5 dB 246685117 379815933
34 Locked QAM256 633000000 Hz 6.1 dBmV 41.5 dB 15748414 17413721
35 Locked QAM256 639000000 Hz 5.9 dBmV 41.6 dB 1078038 160226
36 Locked QAM256 645000000 Hz 5.8 dBmV 41.5 dB 7541 12964
38 Locked QAM256 657000000 Hz 5.8 dBmV 41.5 dB 7790 12272
39 Locked QAM256 663000000 Hz 5.8 dBmV 41.5 dB 7384 12613
40 Locked QAM256 669000000 Hz 5.8 dBmV 41.5 dB 7359 13130
159 Locked Other 690000000 Hz 6.8 dBmV 40.5 dB 394947922 1026

 

I am still getting disconnected seemingly every few minutes. This is interfering with my work since I am now working from home.  The amount of Uncorrectables and low Snr on some of these channels is an indication that it's probably the cable lines/or connectors/splitters that are outside the house. 

We are dealing with an Unprecedneted event.  I'm grateful that Comcast is still able to offer service and support in these times. I especially appreciate the techs who are on the "front lines" so to speak.  Thank you. 

 

That said, I need the internet to be fast and stable for my job.  My Company is relying on us being able to interface with Clients in order to keep money coming in and continue to pay us.  I would really appreciate it if a tech or supervisor could Contact me.  

 

 

ComcastJoeTru
Official Employee

Re: I need help, Disconnections, Possible bad/old lines and splitters.

Hello SoDugger. Thanks for visiting and posting on our Forum. I can assist with further troubleshooting your internet speed and connectivity issues. So that I can assist you, please send me a private message and include your full name. To send a private message: click my name (ComcastJoeTru) to view my profile. Then click the link that says "Send a message" and there you can private message me. 



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