About twice a day I drop my internet signal for about 2 minutes - the cable modem resets itself and then the connection comes back up. I am using approved 3rd party modems and have actually replaced it (with new Motorola MB8600).
I occasionally see the following in the logs:
| | 09:57:59
Sat Aug 8 2020 | | Critical (3) | | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:61:5f:92;CMTS-MAC=00:01:5c:9d:d6:74;CM-QOS=1.1;CM-VER=3.1; |
| | 09:58:00
Sat Aug 8 2020 | | Critical (3) | | No Ranging Response received - T3 time-out;CM-MAC=00:40:36:61:5f:92;CMTS-MAC=00:01:5c:9d:d6:74;CM-QOS=1.1;CM-VER=3.1; |
or
| | 10:32:47
Sat Aug 8 2020 | | Notice (6) | | CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=00:40:36:61:5f:92;CMTS-MAC=00:01:5c:9d:d6:74;CM-QOS=1.1;CM-VER=3.1; |
Would anyone mind analyzing the signal levels here and let me know if you see any red flags?
| Downstream Bonded Channels | | |
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| Channel | Lock Status | Modulation | Channel ID | Freq. (MHz) | Pwr (dBmV) | SNR (dB) | Corrected | Uncorrected | | 1 | Locked | QAM256 | 20 | 525.0 | 3.8 | 40.9 | 0 | 0 | | 2 | Locked | QAM256 | 8 | 453.0 | 5.7 | 41.9 | 0 | 0 | | 3 | Locked | QAM256 | 9 | 459.0 | 5.7 | 41.8 | 0 | 0 | | 4 | Locked | QAM256 | 10 | 465.0 | 5.6 | 41.7 | 0 | 0 | | 5 | Locked | QAM256 | 11 | 471.0 | 5.7 | 41.7 | 0 | 0 | | 6 | Locked | QAM256 | 12 | 477.0 | 5.4 | 41.6 | 0 | 0 | | 7 | Locked | QAM256 | 13 | 483.0 | 5.4 | 41.5 | 0 | 0 | | 8 | Locked | QAM256 | 14 | 489.0 | 5.1 | 41.3 | 0 | 0 | | 9 | Locked | QAM256 | 15 | 495.0 | 5.1 | 41.3 | 0 | 0 | | 10 | Locked | QAM256 | 16 | 501.0 | 4.9 | 41.2 | 0 | 0 | | 11 | Locked | QAM256 | 17 | 507.0 | 4.8 | 41.2 | 0 | 0 | | 12 | Locked | QAM256 | 18 | 513.0 | 4.5 | 41.1 | 0 | 0 | | 13 | Locked | QAM256 | 19 | 519.0 | 4.2 | 41.1 | 0 | 0 | | 14 | Locked | QAM256 | 21 | 531.0 | 3.6 | 40.7 | 0 | 0 | | 15 | Locked | QAM256 | 22 | 537.0 | 3.5 | 40.7 | 0 | 0 | | 16 | Locked | QAM256 | 23 | 543.0 | 3.3 | 40.7 | 0 | 0 | | 17 | Locked | QAM256 | 24 | 549.0 | 3.1 | 40.5 | 0 | 0 | | 18 | Locked | QAM256 | 25 | 555.0 | 3.1 | 40.5 | 0 | 0 | | 19 | Locked | QAM256 | 26 | 561.0 | 3.0 | 40.5 | 0 | 0 | | 20 | Locked | QAM256 | 27 | 567.0 | 2.8 | 40.3 | 0 | 0 | | 21 | Locked | QAM256 | 28 | 573.0 | 2.8 | 40.3 | 0 | 0 | | 22 | Locked | QAM256 | 29 | 579.0 | 2.5 | 40.0 | 0 | 0 | | 23 | Locked | QAM256 | 30 | 585.0 | 2.7 | 40.2 | 0 | 0 | | 24 | Locked | QAM256 | 31 | 591.0 | 2.2 | 39.8 | 0 | 0 | | 25 | Locked | QAM256 | 32 | 597.0 | 2.3 | 39.9 | 0 | 0 | | 26 | Locked | QAM256 | 33 | 603.0 | 2.1 | 39.7 | 0 | 0 | | 27 | Locked | QAM256 | 34 | 609.0 | 1.7 | 39.6 | 0 | 0 | | 28 | Locked | QAM256 | 35 | 615.0 | 1.9 | 39.8 | 0 | 0 | | 29 | Locked | QAM256 | 36 | 621.0 | 1.2 | 39.3 | 0 | 0 | | 30 | Locked | QAM256 | 37 | 627.0 | 1.5 | 39.4 | 0 | 0 | | 31 | Locked | QAM256 | 38 | 633.0 | 0.5 | 38.9 | 0 | 0 | | 32 | Locked | OFDM PLC | 48 | 722.0 | 0.3 | 35.8 | 38076504 | 0 |
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| Channel | Lock Status | Channel Type | Channel ID | Symb. Rate (Ksym/sec) | Freq. (MHz) | Pwr (dBmV) | | 1 | Locked | SC-QAM | 5 | 5120 | 36.1 | 33.8 | | 2 | Locked | SC-QAM | 6 | 5120 | 29.6 | 33.8 | | 3 | Locked | SC-QAM | 7 | 5120 | 23.0 | 33.5 | | 4 | Locked | SC-QAM | 8 | 5120 | 16.5 | 32.8 |
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EG
Expert
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111.5K Messages
5 years ago
The signal stats are o/k. Are there any more error log entries being shown ? If so, please post them as well.
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denonsix2
Regular Visitor
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4 Messages
5 years ago
Thanks for the response!
Here's the full log I have. I did complete a power cycle around the last couple of entries, but the majority of these critical logs are what I see when I get drops intermittmently.
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
Sat Aug 8 2020
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EG
Expert
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111.5K Messages
5 years ago
Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. 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 can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
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EG
Expert
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111.5K Messages
5 years ago
Quite welcome !
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denonsix2
Regular Visitor
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4 Messages
5 years ago
Thank you so much for the help!!
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CCTambrey
Gold Problem Solver
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3.4K Messages
5 years ago
Hello, denonsix2!
I'm glad to see you were able to work with EG to narrow down the cause of your intermittent internet connection. I would love to take a closer look into this for you and make sure we get you back to a stable connection you can enjoy. Please send me a private message with your first and last name, as well as your service address so I can assist.
To send a private message, click my name "ComcastTambrey", then click "send a message".
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denonsix2
Regular Visitor
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4 Messages
5 years ago
ComcastTambrey, did you recieve my PM?
I haven't heard back yet so was just checking in to see if this was still being investigated.
Thanks!
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Schlosserd
New Poster
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1 Message
5 years ago
@ComcastTambrey
Hello, I am having the same issues but I am using your newest modem. I have called every week for the past 6 weeks and now am going to have my 3rd tech out again, but cannot get any correction.
I apologize for reaching out to you like this, however, when I click your name I am unable to send a message to you.
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CCTambrey
Gold Problem Solver
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3.4K Messages
5 years ago
Hello, denonsix2! I just wanted to follow up here quickly to let you know I did receive your PM's over my weekend and have replied accordingly. I look forward to your next reply so I can continue working with you!
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