Community Forum

Intermittent Dropping of Upstream Bonded Channels

Highlighted
Frequent Visitor

Intermittent Dropping of Upstream Bonded Channels

Hello all,

 

I've  been having connectivity issues on a daily basis (more than once a day, usually 3-6 times a day) for the past few weeks where my router/modem will disconnect from the internet. I have confirmed that both the WiFi and wired connection goes down, and I've noticed that every time, at least 1 upstream bonded channel goes from "locked" to "not locked" right when the connectionu drops. I have had a tech out 3 times, they all read the lines and say my readings are within spec, all new lines have been run, 4 different routers/modems have been tried, I have disconnected all devices except 1 to ensure it's no one of my devices causing it and the issue still persists. The techs say that there aren't any issues in the area and can't figure out what's going on, I'm desparate at this point as I work from home and am required to be online but the connection drops multiple times a day.

 

The line coming into my house is a direct line, no splitters just a MoCA filter I believe it's called, which the last tech changed out as well to test if that was the issue, and it is also grounded where the filter is. I've had a #6 and #8 attenuator installed, but it seemed the issue gets worse with the attenuator from dropping 1-3 times a day verse 6+ times a day with either attenuator, so the last tech removed them. My current readings are as follows, I just reset my modem at around 2:30 after dropping for the 3rd time today:

 

Downstream
Channel Bonding Value
Index
2
1
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
441000000
435000000
447000000
453000000
459000000
465000000
471000000
477000000
483000000
489000000
495000000
507000000
513000000
519000000
525000000
531000000
537000000
543000000
549000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
603000000
609000000
615000000
621000000
627000000
SNR
43.376591
43.376591
40.946209
44.625977
43.376591
43.376591
43.376591
43.376591
40.366287
40.946209
43.376591
43.376591
40.946209
40.946209
43.376591
40.946209
43.376591
43.376591
43.376591
40.946209
43.376591
40.946209
43.376591
43.376591
40.366287
43.376591
40.946209
40.946209
40.366287
40.946209
40.946209
40.946209
Power Level
8.300003
8.099998
8.099998
8.199997
8.199997
8.400002
8.199997
8.300003
8.500000
8.699997
8.699997
8.800003
9.000000
9.300003
9.300003
9.300003
9.599998
9.699997
9.800003
9.699997
9.900002
9.800003
9.599998
9.599998
9.599998
9.599998
9.800003
10.000000
10.000000
9.800003
9.800003
9.900002
Modulation
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256

 

Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Locked
Frequency
30100000
17300000
23700000
36500000
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
41.500000
41.500000
41.750000
41.000000
Modulation
64QAM
64QAM
64QAM
64QAM
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA

 

Event Logs

All logs for Today    
[Harvester][2890]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 2020/3/04 14:33:58 Notice
ti_dhcp6c[10049]: 72001011-DHCPv6 - Missing Required Option 82 2020/3/04 14:33:31 Critical
ti_dhcp6c[10049]: 72001011-DHCPv6 - Missing Required Option 24 2020/3/04 14:33:31 Critical
ti_dhcp6c[10049]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Wed Mar 4 19:33:30 2020 2020/3/04 14:33:31 Critical
ti_dhcp6c[10049]: 72001015-DHCPv6 Failed - No Prefix Available 2020/3/04 14:33:30 Critical
ti_dhcp6c[10049]: 72001014-DHCPv6 Failed - No Address Available 2020/3/04 14:33:30 Critical
ti_dhcp6c[10049]: 72001011-DHCPv6 - Missing Required Option 82 2020/3/04 14:33:30 Critical
ti_dhcp6c[10049]: 72001011-DHCPv6 - Missing Required Option 24 2020/3/04 14:33:30 Critical
DHCPv4[8411]: 72001001-DHCPv4 Provision - Completed 2020/3/04 14:33:24 Informational
[Harvester][2877]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 2020/3/04 13:02:35 Notice
ti_dhcp6c[10016]: 72001011-DHCPv6 - Missing Required Option 82 2020/3/04 13:02:04 Critical
ti_dhcp6c[10016]: 72001011-DHCPv6 - Missing Required Option 24 2020/3/04 13:02:04 Critical
ti_dhcp6c[10016]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Wed Mar 4 18:02:03 2020 2020/3/04 13:02:04 Critical
ti_dhcp6c[10016]: 72001015-DHCPv6 Failed - No Prefix Available 2020/3/04 13:02:03 Critical
ti_dhcp6c[10016]: 72001014-DHCPv6 Failed - No Address Available 2020/3/04 13:02:03 Critical
ti_dhcp6c[10016]: 72001011-DHCPv6 - Missing Required Option 82 2020/3/04 13:02:03 Critical
ti_dhcp6c[10016]: 72001011-DHCPv6 - Missing Required Option 24 2020/3/04 13:02:03 Critical
DHCPv4[8442]: 72001001-DHCPv4 Provision - Completed 2020/3/04 13:01:58 Informational

 

I have screenshots of dropping the upstream bonded channels on my previous netgear c7000v2 as well as the 3 new routers I've rented from Xfinity (I am using one of the Xfinity routers now, Arris model TG3482G).

 

I am a new users, so I know I won't be able to post images, so I've uploaded them to flickr:

2/17

upstream and downstream readings while the internet was down on c7000v2

https://flic.kr/p/2iAHpaP2

error logs

https://flic.kr/p/2iAHp9B

 

 

2/12 - with #6 attenuator on c7000v2

upstream 

https://flic.kr/p/2iAG3Bq

downstrea

https://flic.kr/p/2iADoXU

error logs

https://flic.kr/p/2iAG3AD

 

another failure on 2/12,

upstream (this time channel 27 dropped)

https://flic.kr/p/2iAHp7T

downstream

https://flic.kr/p/2iAG3yu

 

 

I have many more pictures but they're all about the same, sometimes I drop 1 upstream, sometimes 2, sometimes 3, but whenever even 1 drops, my internet goes down until I reset the modem. 

 

With the c7000v2, the error messages usually say T3 or T4 timeout along with the upstream bonded channel dropping, with the Arris modem from xfinity, I won't get an error message, the upstream bonded channel will drop and all my devices will disconnect from the internet, but the router will still say it's online and nothing in the event logs except when I reboot, then I get  DHCPv6 missing required option 82 and 24.

 

Please help, I'm about to just change service providers, it's been a month of this and no one seems to know any answers, the last tech said they asked a maintainance tech to watch the line and they said everythign with the modem and node we're on look good, but obviously there's still an issue. 

 

 

 

 

Highlighted
New Poster

Re: Intermittent Dropping of Upstream Bonded Channels

Reading the community forum, this seems to be happening to others. I've been working from home for 2 days, and dropped 3 times. I don't have your techical skill to disagnose to that level, but I have a support call back tomorrow... Like you I can't work from home and have to restart my modem with a 5 minutes gap in client calls!

Highlighted
Frequent Visitor

Re: Intermittent Dropping of Upstream Bonded Channels

I have dropped connection two more times today, here are the readings from the first drop, then below is a screenshot of the second drop about 10 minutes later.

 

Downstream Channel Bonding Value
Index 2 1 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32
Lock Status Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked
Frequency 441000000 435000000 447000000 453000000 459000000 465000000 471000000 477000000 483000000 489000000 495000000 507000000 513000000 519000000 525000000 531000000 537000000 543000000 549000000 555000000 561000000 567000000 573000000 579000000 585000000 591000000 597000000 603000000 609000000 615000000 621000000 627000000
SNR 43.376591 43.376591 43.376591 43.376591 43.376591 43.376591 43.376591 43.376591 40.946209 40.946209 43.376591 43.376591 40.946209 43.376591 43.376591 40.946209 43.376591 43.376591 43.376591 40.946209 43.376591 40.946209 43.376591 43.376591 40.946209 43.376591 40.946209 40.946209 40.946209 43.376591 40.366287 43.376591
Power Level 8.800003 8.800003 8.699997 8.800003 8.800003 8.900002 8.900002 9.000000 9.000000 9.199997 9.300003 9.400002 9.699997 9.900002 9.900002 9.900002 10.099998 10.300003 10.300003 10.199997 10.400002 10.199997 10.099998 10.099998 10.099998 10.000000 10.300003 10.400002 10.500000 10.300003 10.199997 10.300003
Modulation QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256

 

 

Upstream

Channel Bonding Value

Index

1

2

3

4

 

Lock Status

Not Locked

Locked

Not Locked

Not Locked

 

Frequency

30100000

17300000

23700000

36500000

 

Symbol Rate

5120 KSym/sec

5120 KSym/sec

5120 KSym/sec

5120 KSym/sec

 

Power Level

36.750000

38.750000

37.000000

36.250000

 

Modulation

64QAM

64QAM

64QAM

64QAM

 

Channel Type

US_TYPE_ATDMA

US_TYPE_ATDMA

US_TYPE_ATDMA

US_TYPE_ATDMA

 

 

ti_dhcp6c[14700]: 72001011-DHCPv6 - Missing Required Option 82

2020/3/05 08:21:38

Critical

ti_dhcp6c[14700]: 72001011-DHCPv6 - Missing Required Option 24

2020/3/05 08:21:38

Critical

ti_dhcp6c[14700]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Thu Mar 5 13:21:37 2020

2020/3/05 08:21:38

Critical

ti_dhcp6c[14700]: 72001015-DHCPv6 Failed - No Prefix Available

2020/3/05 08:21:37

Critical

ti_dhcp6c[14700]: 72001014-DHCPv6 Failed - No Address Available

2020/3/05 08:21:37

Critical

ti_dhcp6c[14700]: 72001011-DHCPv6 - Missing Required Option 82

2020/3/05 08:21:37

Critical

ti_dhcp6c[14700]: 72001011-DHCPv6 - Missing Required Option 24

2020/3/05 08:21:37

Critical

DHCPv4[14359]: 72001001-DHCPv4 Provision - Completed

2020/3/05 08:21:36

Informational

DHCPv4[29835]: 72001020-DHCPv4 - IP Address Released

2020/3/05 08:20:37

Informational

ti_dhcp6c[30230]: 72001011-DHCPv6 - Missing Required Option 82

2020/3/05 08:02:28

Critical

ti_dhcp6c[30230]: 72001011-DHCPv6 - Missing Required Option 24

2020/3/05 08:02:28

Critical

ti_dhcp6c[30230]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Thu Mar 5 13:02:27 2020

2020/3/05 08:02:28

Critical

ti_dhcp6c[30230]: 72001015-DHCPv6 Failed - No Prefix Available

2020/3/05 08:02:27

Critical

ti_dhcp6c[30230]: 72001014-DHCPv6 Failed - No Address Available

2020/3/05 08:02:27

Critical

ti_dhcp6c[30230]: 72001011-DHCPv6 - Missing Required Option 82

2020/3/05 08:02:27

Critical

ti_dhcp6c[30230]: 72001011-DHCPv6 - Missing Required Option 24

2020/3/05 08:02:27

Critical

DHCPv4[29835]: 72001001-DHCPv4 Provision - Completed

2020/3/05 08:02:26

Informational

DHCPv4[10298]: 72001020-DHCPv4 - IP Address Released

2020/3/05 08:01:30

Informational

ti_dhcp6c[10687]: 72001011-DHCPv6 - Missing Required Option 82

2020/3/05 07:14:13

Critical

ti_dhcp6c[10687]: 72001011-DHCPv6 - Missing Required Option 24

2020/3/05 07:14:13

Critical

 

Second Drop:

https://flic.kr/p/2iB4zqD

 

 

While typing this up, it dropped a third time:

 

Downstream
Channel Bonding Value
Index
2
1
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
441000000
435000000
447000000
453000000
459000000
465000000
471000000
477000000
483000000
489000000
495000000
507000000
513000000
519000000
525000000
531000000
537000000
543000000
549000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
603000000
609000000
615000000
621000000
627000000
SNR
43.376591
43.376591
43.376591
43.376591
43.376591
43.376591
43.376591
43.376591
40.946209
40.946209
43.376591
43.376591
40.946209
40.946209
43.376591
40.946209
43.376591
43.376591
43.376591
40.946209
43.376591
40.946209
43.376591
43.376591
40.946209
43.376591
40.366287
40.946209
40.366287
43.376591
40.366287
43.376591
Power Level
8.900002
8.800003
8.800003
8.900002
8.800003
9.000000
8.900002
9.099998
9.099998
9.199997
9.400002
9.500000
9.699997
10.000000
9.900002
10.000000
10.199997
10.300003
10.300003
10.300003
10.500000
10.300003
10.199997
10.199997
10.199997
10.099998
10.300003
10.500000
10.599998
10.400002
10.300003
10.300003
Modulation
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256

 

Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Not Locked
Frequency
30100000
17300000
23700000
36500000
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
40.000000
40.000000
40.250000
36.750000
Modulation
64QAM
64QAM
64QAM
64QAM
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA

 

Event Logs

All logs for Today    
[Harvester][2890]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 2020/3/05 12:34:41 Notice
ti_dhcp6c[13066]: 72001015-DHCPv6 Failed - No Prefix Available 2020/3/05 12:34:38 Critical
ti_dhcp6c[13066]: 72001014-DHCPv6 Failed - No Address Available 2020/3/05 12:34:38 Critical
ti_dhcp6c[13066]: 72001011-DHCPv6 - Missing Required Option 82 2020/3/05 12:34:38 Critical
ti_dhcp6c[13066]: 72001011-DHCPv6 - Missing Required Option 82 2020/3/05 12:34:38 Critical
ti_dhcp6c[13066]: 72001011-DHCPv6 - Missing Required Option 24 2020/3/05 12:34:38 Critical
ti_dhcp6c[13066]: 72001011-DHCPv6 - Missing Required Option 24 2020/3/05 12:34:38 Critical
ti_dhcp6c[13066]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Thu Mar 5 17:34:37 2020 2020/3/05 12:34:38 Critical
DHCPv4[12204]: 72001001-DHCPv4 Provision - Completed 2020/3/05 12:34:32 Informational
[Harvester][2874]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 2020/3/05 12:23:46 Notice
ti_dhcp6c[10081]: 72001011-DHCPv6 - Missing Required Option 82 2020/3/05 12:23:15 Critical
ti_dhcp6c[10081]: 72001011-DHCPv6 - Missing Required Option 24 2020/3/05 12:23:15 Critical
ti_dhcp6c[10081]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Thu Mar 5 17:23:14 2020 2020/3/05 12:23:15 Critical
ti_dhcp6c[10081]: 72001015-DHCPv6 Failed - No Prefix Available 2020/3/05 12:23:14 Critical
ti_dhcp6c[10081]: 72001014-DHCPv6 Failed - No Address Available 2020/3/05 12:23:14 Critical
ti_dhcp6c[10081]: 72001011-DHCPv6 - Missing Required Option 82 2020/3/05 12:23:14 Critical
ti_dhcp6c[10081]: 72001011-DHCPv6 - Missing Required Option 24 2020/3/05 12:23:14 Critical
DHCPv4[8510]: 72001001-DHCPv4 Provision - Completed 2020/3/05 12:23:08 Informational
ti_dhcp6c[14700]: 72001011-DHCPv6 - Missing Required Option 82 2020/3/05 08:21:38 Critical
ti_dhcp6c[14700]: 72001011-DHCPv6 - Missing Required Option 24 2020/3/05 08:21:38 Critical
Highlighted
Frequent Visitor

Re: Intermittent Dropping of Upstream Bonded Channels

Here are the readings after reconnecting, Power Level from upstream varries from 36-42, I would imagine that is not typical. Help from someone from xfinity would be greatly appreciated.

 

Downstream
Channel Bonding Value
Index
2
1
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
441000000
435000000
447000000
453000000
459000000
465000000
471000000
477000000
483000000
489000000
495000000
507000000
513000000
519000000
525000000
531000000
537000000
543000000
549000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
603000000
609000000
615000000
621000000
627000000
SNR
43.376591
43.376591
40.946209
43.376591
40.946209
43.376591
43.376591
43.376591
40.946209
40.946209
43.376591
43.376591
40.946209
40.366287
43.376591
40.946209
43.376591
43.376591
43.376591
40.946209
43.376591
40.366287
43.376591
43.376591
40.946209
43.376591
40.946209
43.376591
40.946209
40.946209
40.946209
43.376591
Power Level
8.599998
8.599998
8.500000
8.599998
8.599998
8.599998
8.599998
8.599998
8.599998
8.800003
8.900002
8.900002
9.199997
9.400002
9.300003
9.400002
9.599998
9.699997
9.800003
9.599998
9.800003
9.599998
9.500000
9.500000
9.400002
9.400002
9.599998
9.800003
9.800003
9.500000
9.400002
9.500000
Modulation
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Locked
Frequency
30100000
17300000
23700000
36500000
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
42.750000
42.750000
42.750000
42.000000
Modulation
64QAM
64QAM
64QAM
64QAM
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
Highlighted
Frequent Visitor

Re: Intermittent Dropping of Upstream Bonded Channels

Dropped again:

Downstream
Channel Bonding Value
Index
2
1
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
441000000
435000000
447000000
453000000
459000000
465000000
471000000
477000000
483000000
489000000
495000000
507000000
513000000
519000000
525000000
531000000
537000000
543000000
549000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
603000000
609000000
615000000
621000000
627000000
SNR
43.376591
43.376591
40.946209
43.376591
40.946209
43.376591
44.625977
43.376591
40.946209
40.946209
43.376591
43.376591
40.946209
43.376591
43.376591
40.946209
43.376591
43.376591
43.376591
40.946209
43.376591
40.946209
43.376591
43.376591
40.946209
43.376591
40.946209
40.946209
40.946209
43.376591
40.946209
43.376591
Power Level
9.000000
9.000000
8.900002
8.900002
9.000000
9.099998
9.099998
9.199997
9.199997
9.300003
9.500000
9.599998
9.900002
10.099998
10.099998
10.099998
10.300003
10.500000
10.599998
10.400002
10.699997
10.500000
10.400002
10.400002
10.400002
10.300003
10.599998
10.800003
10.699997
10.599998
10.400002
10.500000
Modulation
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
Locked
Not Locked
Not Locked
Not Locked
Frequency
30100000
17300000
23700000
36500000
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
45.500000
38.000000
37.750000
37.250000
Modulation
64QAM
64QAM
64QAM
64QAM
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
Highlighted
Frequent Visitor

Re: Intermittent Dropping of Upstream Bonded Channels

Dropped again once last night and one again this morning. Someone from xfinity please respond. 

Highlighted
Frequent Visitor

Re: Intermittent Dropping of Upstream Bonded Channels

Hi @EG ,

I see you're pretty active on here with similar issues, any chance you have any ideas on what's going on? Or would be able to connect me with anyone from xfinity who may be able to help?

 

Thank you

Highlighted
Expert

Re: Intermittent Dropping of Upstream Bonded Channels

Hello @AvgCupOfJoe You wrote;

 

"and I've noticed that every time, at least 1 upstream bonded channel goes from "locked" to "not locked" right when the connection drops."

 

"Here are the readings after reconnecting, Power Level from upstream varries from 36-42"

 

The signal stats that you posted at those times were o/k, but the above, and the error log entries indicate that something is going on. Perhaps there is intermittent 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.

 

Being that you already had techs out, 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 !

 

 



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Highlighted
Official Employee

Re: Intermittent Dropping of Upstream Bonded Channels

Hello @AvgCupOfJoe, thanks for reaching out to our Forums! I'm sorry to hear about this ongoing connection issue you have been experiencing. I would be more than happy to further look into this on my end. Can you please send me a private message including your first and last name as it appears on the account? 

 

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


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Regular Visitor

Re: Intermittent Dropping of Upstream Bonded Channels

Any solution to this problem, the same thing is happening to me, and it also affects the TV channels (sometimes just the HD ones, other times there is no cable service at all).
Highlighted
Expert

Re: Intermittent Dropping of Upstream Bonded Channels


@lmmendes wrote:
Any solution to this problem, the same thing is happening to me, and it also affects the TV channels (sometimes just the HD ones, other times there is no cable service at all).

FWIW, they were just responded to by an employee only 40 minutes before your writing...

 

Try posting the details of your problem in a new separate thread that you create here on this help board.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!