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Intermittant connection drops

Frequent Visitor

Intermittant connection drops

I'm getting frequent intermittan connectivity loss on my comcast connection.

Comcast support was unable to help, promised to send someone out, and never sent them.

This has been going on for the past 2 months. The connection seems strong, and the signal good quality, so It's not on my end as far as I can tell.

 

How can I elevate this, since Comcast's Tier 1 support seems unable or unwilling to do anything?

Here's a picture of my connection info:

Untitled.jpg

Expert

Re: Intermittant connection drops

Can't see your pic. Since you are a new poster, it needs to be approved by a Forum Admin. That could take some time. In the interim you could try hosting it at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to it here.



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Frequent Visitor

Re: Intermittant connection drops

Looks like it was approved. Any suggestions?

Expert

Re: Intermittant connection drops

Stats are o/k. Please also post the modem's RF error / event log entries.

 

Also  Is there a router / WiFi in the mix ? If so, for a test, does a computer hardwired directly to modem have the same problem ? What is the model number of that Arris modem ?



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Frequent Visitor

Re: Intermittant connection drops

Motorola SB6120

There is a router, but even with a direct connection, it's still giving issues.

I know it's not the router, because pinging my IP from outside gives no response, and TraceRt gives "destination host unreachable" errors during these FREQUENT outages.

 

Here's the modem log. I blocked out the MAC addresses.

https://imgur.com/a/tenCBf7

Expert

Re: Intermittant connection drops

FWIW those error log entries are unhelpful and basically useless because they have the default 1970 date/time stamp so they can't really be used for troubleshooting and are invalid. The default time happens when a modem is re-booted/powercycled either deliberately by the end user or spontaneously because of connectivity / signal issues with the system and spits out a number of random errors caused by the re-boot. 

 

Are there any more with a more current date / time stamp ?



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Frequent Visitor

Re: Intermittant connection drops

Not really. Most of them are the 1970 date.

 

Aug 21 2019 10:49:39 	5-Warning 	Z00.0 	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=00:22:10:2b:c2:a1;CMTS-MAC=00:01:5c:65:08:77;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:24 	3-Critical 	R02.0 	No Ranging Response received - T3 time-out;CM-MAC=00:22:10:2b:c2:a1;CMTS-MAC=00:01:5c:65:08:77;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:16 	6-Notice 	N/A 	Cable Modem Reboot due to IP loss ;CM-MAC=00:22:10:2b:c2:a1;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Aug 19 2019 20:01:11 	5-Warning 	Z00.0 	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=00:22:10:2b:c2:a1;CMTS-MAC=00:01:5c:65:08:77;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:05:10 	3-Critical 	R02.0 	No Ranging Response received - T3 time-out;CM-MAC=00:22:10:2b:c2:a1;CMTS-MAC=00:01:5c:65:08:77;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:04:42 	3-Critical 	D12.2 	DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=00:22:10:2b:c2:a1;CMTS-MAC=00:01:5c:65:08:77;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:03:56 	3-Critical 	R02.0 	No Ranging Response received - T3 time-out;CM-MAC=00:22:10:2b:c2:a1;CMTS-MAC=00:01:5c:65:08:77;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:03:28 	3-Critical 	D12.2 	DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=00:22:10:2b:c2:a1;CMTS-MAC=00:01:5c:65:08:77;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:02:44 	3-Critical 	R02.0 	No Ranging Response received - T3 time-out;CM-MAC=00:22:10:2b:c2:a1;CMTS-MAC=00:01:5c:65:08:77;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:02:16 	3-Critical 	D12.2 	DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=00:22:10:2b:c2:a1;CMTS-MAC=00:01:5c:65:08:77;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:01:30 	3-Critical 	R02.0 	No Ranging Response received - T3 time-out;CM-MAC=00:22:10:2b:c2:a1;CMTS-MAC=00:01:5c:65:08:77;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:01:04 	3-Critical 	D12.2 	DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=00:22:10:2b:c2:a1;CMTS-MAC=00:01:5c:65:08:77;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:21 	3-Critical 	R02.0 	No Ranging Response received - T3 time-out;CM-MAC=00:22:10:2b:c2:a1;CMTS-MAC=00:01:5c:65:08:77;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:16 	6-Notice 	N/A 	Cable Modem Reboot due to power reset ;CM-MAC=00:22:10:2b:c2:a1;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Aug 19 2019 18:51:08 	3-Critical 	R02.0 	No Ranging Response received - T3 time-out;CM-MAC=00:22:10:2b:c2:a1;CMTS-MAC=00:01:5c:65:08:77;CM-QOS=1.1;CM-VER=3.0;
Aug 19 2019 14:34:06 	5-Warning 	Z00.0 	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=00:22:10:2b:c2:a1;CMTS-MAC=00:01:5c:65:08:77;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:22 	3-Critical 	R02.0 	No Ranging Response received - T3 time-out;CM-MAC=00:22:10:2b:c2:a1;CMTS-MAC=00:01:5c:65:08:77;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:16 	6-Notice 	N/A 	Cable Modem Reboot due to IP loss ;CM-MAC=00:22:10:2b:c2:a1;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Aug 19 2019 10:51:46 	3-Critical 	R02.0 	No Ranging Response received - T3 time-out;CM-MAC=00:22:10:2b:c2:a1;CMTS-MAC=00:01:5c:65:08:77;CM-QOS=1.1;CM-VER=3.0;
Aug 13 2019 09:07:03 	3-Critical 	T05.0 	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=00:22:10:2b:c2:a1;CMTS-MAC=00:01:5c:65:08:77;CM-QOS=1.1;CM-VER=3.0;
Expert

Re: Intermittant connection drops

O/k well 

Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

 

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !



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Official Employee

Re: Intermittant connection drops

DNSDies1983, welcome to the forums! I'd be happy to help with the service issues you're running into, I get the importance of having reliable internet. Please send me a PM with your first and last name to review this further together. 

To send me a Private Message, please click my name “ComcastAlly” and click “Send a message.”


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Frequent Visitor

Re: Intermittant connection drops

Done.