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

[SoDugger]

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]

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.

[BruceW]

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]

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]

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]

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.