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.
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.
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.
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 !
Much appreciated. Another drop out earlier today.
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;|
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.
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?
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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.
FWIW, your latest pics are not visible.
I had a my third technician come out to investigate the situation and they replaced a backing plate on the post, as well as replaced all of the cabling that had not been replaced up to this point. Still have had drop outs over the last few days. I'm at a loss here guys what can we do?
This sounds like exactly what I'm going through right now. All the same errors are showing up on my logs. I am having my third comcast tech come out tonight. Did you get a resolution for this?
Nothing yet, the tech came out on Friday so I gave it a few days to monitor but the disconnects are still occuring. Currently waiting for the folks here to get back to me on what our next steps will be. They seem to be pretty good about getting back to me within about 48 hours of my posting, I will update the thread when I hear back from them.
Still seeing the T3 timeouts since the last tech was out here. The team pushed a reset to my modem but that doesn't seem to have helped.
I spoke with my neighbor next door over the weekend to see if they're having problem with their internet. They said that they see drop outs as well, this is the neighbor that I share a post with. It would appear that they're having T3 timeouts as well which would seem to indicate that the issue is either at the post or further upstream from my home. I've attached some screenshots from my log files and their logs from their modem.
Latest update. I had a senior tech as well as a supervisor visit with me over the weekend. I showed them that both of the houses are experiencing outages at the same time. They've agreed to engage with maintenance to have them monitor the lines and investigate the problem upstream from the house.
I will update when I have more information.
Hi eghaire, thank you for reaching out here. I hope our local technician and supervisor was able to get this issue corrected, but please reach back out and create another post if you still need assistance.