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Intermittent Connectivity Problems

Frequent Visitor

Intermittent Connectivity Problems

Hello Everyone, 

 

I'm running into an issue where my internet connectivity is dropping at random times throughout the day. I've had multiple techs out to the house to investigate and they're currently in the process of burying a new line from the house to the post. However with the new line in place I'm still seeing the error messages and outages. The primary indication of an outage for me is in the Motorolla MB8600 modem logs showing Started Unicast Maintenance Ranging - No Response received - T3 time-out. I have attached below a weeks worth of data from my pfsense router showing the timeouts to the WAN. I will also attach logs and configuration data to this. pfsensequalitylog.PNGxfinitylogs.PNGxfinitylogs2.PNGxfinitypowerlevels.PNG

Expert

Re: Intermittent Connectivity Problems

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



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Frequent Visitor

Re: Intermittent Connectivity Problems

<a href="https://imgur.com/7gIqHZr"><img src="https://i.imgur.com/7gIqHZr.png" title="source: imgur.com" /></a>

 

<a href="https://imgur.com/ATki5ji"><img src="https://i.imgur.com/ATki5ji.png" title="source: imgur.com" /></a>

 

<a href="https://imgur.com/vMioQyZ"><img src="https://i.imgur.com/vMioQyZ.png" title="source: imgur.com" /></a>

 

<a href="https://imgur.com/wLDFyKP"><img src="https://i.imgur.com/wLDFyKP.png" title="source: imgur.com" /></a>

 

Expert

Re: Intermittent Connectivity Problems

Uh, there are only 2 pics of the log entries that have any relevance, sorry. And they don't look too good. Can you please also post the modem's signal stat figures as well.


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Re: Intermittent Connectivity Problems

Thanks for reply on this. 

 

I have four images uploaded. One is from my pfSense and the others are directly from the modem. Two pages of logs is all that I see on there, and then you can see the downstream and upstream configurations. Sorry for my ignorance but where would I locate the signal stats figures? Here are the latest upstream and downstream figures. 

 

[img]https://i.imgur.com/hNm9Zoc.png[/img]

[img]https://i.imgur.com/z4vJwL4.png[/img]

[img]https://i.imgur.com/QOy7tvs.png[/img]

Expert

Re: Intermittent Connectivity Problems

You got it right. The signal stats look o/k but there are a number of uncorrected bit errors. And as stated previously, the error log error indicate that someting is going on with the quality of the connection. 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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Re: Intermittent Connectivity Problems

Much appreciated. Another drop out earlier today. 

 

   08:08:11
Thu Sep 12 2019
  Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:4f:24:2f;CMTS-MAC=00:01:5c:65:38:5c;CM-QOS=1.1;CM-VER=3.1;
Frequent Visitor

Re: Intermittent Connectivity Problems

I should probably fill in the details on this. I have replaced the modem from the Comcast provided Arris Gateway with the Motorola one I have now. There was an attenuator on the line but that has been removed. Comcast has replaced all of the cable from the egress point outside of the house to the post that my connection and my neighbors connect to. They even replaced some hardware in the post although I'm unsure of what that hardware was.  

Official Employee Digital Care

Re: Intermittent Connectivity Problems

Greetings, eghaire! We appreciate you taking the time to reach out to us here on the forums. We hope you are having an amazing day. We apologize to hear of the issues you are running into with your internet connection. That's certainly frustrating and would like to see what we can do to get this experience turned around for you. Can you please send us a PM with your first and last name so we may further assist you?

 

To send a private message, please click the name "Comcast_Support" then select "Send a Message" on the right side.


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Re: Intermittent Connectivity Problems

I have an appointment to have a tech come on site on Friday to investigate this further. Hopefully we'll see some improvement in the connectivity. I'll update the thread when I learn more. 

 

Had another outage this morning on my company conference call so that was embaressing. I've attached the logs and the connection page during the outage. Denied.PNGT3Timeout.PNG

Expert

Re: Intermittent Connectivity Problems

FWIW, your latest pics are not visible.



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