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Intermittent and random disconnects. Please help!

New Poster

Intermittent and random disconnects. Please help!

I've been experiencing intermittent and random disconnects, several times a day, for few weeks now.

My connection used to be rock solid but that all changed about 3 weeks ago. 

At first, I would notice lost connection 2-3 times mostly between 8-10PM then it got worse. Now, I'm exepriencing at least 5-6 or more disconnects throughout the day (still seems to be more during early morinings and 8-10PM).

 

The lost connections last about 3-5 minutes but that interrups whatever I was doing and is becoming extremely frustrating. Looking at the event log, it has numerous T3 and T4 time out critical errors throughout the day.

 

Calling the Xfinity tech support has yielded no help other than them telling me to reboot my modem which I have done many times already.

I do have a tech scheculed to come out tomorrow but after reading several posts with similar issues on this forum, I don't have high hope the first tech to come out can solve this issue.

 

Also, since I'm using my own modem/router (Netgear C6300), I'm afraid Xfinity will just blame my equipment.

 

Anyone here can suggest what I need to do?

 

Here are the upstream and downstream info: 

 

<tabindex=-1>Startup Procedure</tabindex=-1>

Procedure Status Comment
Acquire Downstream Channel 405000000 Hz Locked
Connectivity State Ok Operational
Boot State Ok Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)

Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables
1 Locked QAM 256 12 405000000 Hz -2.0 dBmV 38.9 dB 7 0
2 Locked QAM 256 13 411000000 Hz -1.9 dBmV 38.9 dB 1 0
3 Locked QAM 256 14 417000000 Hz -1.7 dBmV 38.9 dB 0 0
4 Locked QAM 256 15 423000000 Hz -1.7 dBmV 38.9 dB 0 0
5 Locked QAM 256 16 429000000 Hz -1.5 dBmV 38.9 dB 10 0
6 Locked QAM 256 17 435000000 Hz -1.5 dBmV 38.9 dB 18 0
7 Locked QAM 256 18 441000000 Hz -1.2 dBmV 38.9 dB 15 0
8 Locked QAM 256 19 447000000 Hz -1.2 dBmV 40.3 dB 14 0
9 Locked QAM 256 20 453000000 Hz -1.5 dBmV 38.6 dB 5 0
10 Locked QAM 256 21 459000000 Hz -2.2 dBmV 38.9 dB 0 0
11 Locked QAM 256 22 465000000 Hz -2.7 dBmV 38.6 dB 4 0
12 Locked QAM 256 23 471000000 Hz -2.0 dBmV 38.6 dB 0 0
13 Locked QAM 256 24 477000000 Hz -1.5 dBmV 38.9 dB 1 0
14 Locked QAM 256 25 483000000 Hz -1.5 dBmV 38.6 dB 5 0
15 Locked QAM 256 26 489000000 Hz -1.4 dBmV 38.9 dB 0 0
16 Locked QAM 256 27 495000000 Hz -1.2 dBmV 40.3 dB 0 0

Upstream Bonded Channels

Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 5 5120 Ksym/sec 17300000 Hz 47.5 dBmV
2 Locked ATDMA 6 5120 Ksym/sec 23700000 Hz 47.5 dBmV
3 Locked ATDMA 7 5120 Ksym/sec 30300000 Hz 48.3 dBmV
4 Locked ATDMA 8 5120 Ksym/sec 36700000 Hz 48.0 dBmV

Current System Time: Thu Jun 27 08:58:52 2019System Up Time: 00:51:22

 

Here are some of today's log:

 

Time Priority Description
Jun 27 2019 08:41:10 Critical (3) No Ranging Response received - T3 time-out
Jun 27 2019 08:09:18 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Jun 27 2019 08:07:03 Error (4) CheckDmgProvision dmg_provisioning process is not running, need to restart.
Jun 27 2019 07:42:34 Critical (3) No Ranging Response received - T3 time-out
Jun 27 2019 07:36:22 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Jun 27 2019 07:35:52 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 27 2019 07:35:02 Critical (3) No Ranging Response received - T3 time-out
Jun 27 2019 07:34:16 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 27 2019 07:30:26 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Jun 27 2019 07:30:26 Critical (3) Ranging Request Retries exhausted
Jun 27 2019 07:29:42 Critical (3) No Ranging Response received - T3 time-out
Jun 27 2019 07:18:11 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Jun 27 2019 07:17:22 Critical (3) No Ranging Response received - T3 time-out
Jun 27 2019 07:16:37 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 27 2019 07:12:29 Critical (3) No Ranging Response received - T3 time-out
Jun 27 2019 07:12:28 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Jun 27 2019 07:12:28 Critical (3) Ranging Request Retries exhausted
Jun 27 2019 07:12:19 Critical (3) No Ranging Response received - T3 time-out
Jun 27 2019 07:12:07 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Jun 27 2019 07:12:07 Critical (3) Ranging Request Retries exhausted
Jun 27 2019 07:11:23 Critical (3) No Ranging Response received - T3 time-out
Jun 27 2019 05:52:58 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Jun 27 2019 05:50:43 Error (4) CheckDmgProvision dmg_provisioning process is not running, need to restart.
Jun 27 2019 04:46:40 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Jun 27 2019 04:45:44 Critical (3) No Ranging Response received - T3 time-out
Jun 27 2019 04:45:25 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 27 2019 04:41:28 Critical (3) No Ranging Response received - T3 time-out
Jun 27 2019 04:41:28 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Jun 27 2019 04:41:28 Critical (3) Ranging Request Retries exhausted
Jun 27 2019 04:40:44 Critical (3) No Ranging Response received - T3 time-out
Jun 27 2019 03:19:28 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Jun 27 2019 03:18:46 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 27 2019 03:14:24 Critical (3) No Ranging Response received - T3 time-out
Jun 27 2019 03:14:00 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Jun 27 2019 03:14:00 Critical (3) Ranging Request Retries exhausted
Jun 27 2019 03:13:16 Critical (3) No Ranging Response received - T3 time-out
Jun 27 2019 02:49:02 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Jun 27 2019 02:48:33 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 27 2019 02:48:33 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 27 2019 02:48:33 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 27 2019 02:48:33 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
 
 


 

 

cable connection.png

Expert

Re: Intermittent and random disconnects. Please help!

Can't see your pic. Since you are a new poster, it likely needs to be approved by a Forum Admin.

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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New Poster

Re: Intermittent and random disconnects. Please help!

Hello EG,

 

Thanks for letting me know about my attachement not being visible.

 

I added a new link in my post but here it is also:

 

https://s346.photobucket.com/user/nextmilenium/media/cable%20connection_zpsdldq0io1.png.html

Expert

Re: Intermittent and random disconnects. Please help!

The upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, and speed and latency problems.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.



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New Poster

Re: Intermittent and random disconnects. Please help!

Hi EG,

 

Thanks for your suggestions. I will check and see what I can find out. I haven't touched anything since Xfinity internet was installed at my house 1.5 years ago so I'm not sure what happened.

Expert

Re: Intermittent and random disconnects. Please help!

Connectivity can change all by itself. If you can't find anything, then as stated, book a tech visit to investigate. Please post back with how you make out !



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New Poster

Re: Intermittent and random disconnects. Please help!

Here's my log from today:

https://s346.photobucket.com/user/nextmilenium/media/cable%20log_zpsqlo0gzyn.png.html

 

I do have a tech coming out tomorrow morning. Anything I should tell the tech other than the upstream power is a bit high as you stated?

Expert

Re: Intermittent and random disconnects. Please help!

Not really. Just show them this thread if they will even bother looking....

 

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Good luck !



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New Poster

Re: Intermittent and random disconnects. Please help!

So the tech just came out and removed a splitter. That improved the upstream power level to low 40's instead of high 40's. He said that should solve it.

 

After the tech left, I noticed my devices that were connected via wifi is no longer connecting. I didn't change the password or anything. Normally, these devices would auto re-connect when internet comes back on. Not this time.

 

I also noticed that on my phone, I can't open certain sites that was working fine before. 

For example, if I try to go to Costco.com, I get "This site can't be reached" error!

 

What can I do to fix this!?

 

 

New Poster

Help!!!

Sorry for posting another thread but I'm desperate and need help.

 

I had intermitten/random disconnect issue so a tech came out this morning to troubleshoot. He removed a splitter and brought down the upstream power from high 40's to low 40's. He said this should solve the issue. I also haven't had any error on my log since this. I said great!

 

After the tech left, I noticed non of my devices, such as Echo and smart switches, that were previously connected to wifi no longer can connect. Normally these devices would auto re-connect when internet is up. Not this time.

 

I also noticed on my phone I can't open certain sites like Costco.com when I'm on wifi. Google.com or yahoo.com works. I'm thinking this issue must be related to why my devices can't auto re-connect to wifi.

 

So what could have happened and how can I fix this?!

Expert

Re: Intermittent and random disconnects. Please help!

Maybe he reset the device to factory defaults and now the WiFi password / creds has / have reverted back to being the default ones that are written on the label ?



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New Poster

Re: Intermittent and random disconnects. Please help!

I am able to log in to wifi with old PW on my phone so the PW hasn't changed. 

 

I can open google.com but not costco.com on wifi on my phone.

 

My laptop is connected via ethernet and I can open costco.com.

Expert

Re: Intermittent and random disconnects. Please help!

I have no idea what could have happened but you should get them back out there as it worked before they did stuff. Good luck !!



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New Poster

Re: Intermittent and random disconnects. Please help!

Only thing he said he did was remove a splitter outside.

 

He didn't tinker with my router other than unplug the cable and power for a while so this is extremely strange!

New Poster

Re: Intermittent and random disconnects. Please help!

After several resets failed to fix this strange issue, I finally got it working!

 

What I did was unplug the coaxial cable while router was still powered on. Then I plugged it back in and like magic everything is working now. All my devices auto re-connected via wifi and all.

 

 

Expert

Re: Intermittent and random disconnects. Please help!

Good to hear !



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Official Employee

Re: Intermittent and random disconnects. Please help!

Hello nextmilenium, thank you for taking the time out to create a post for this concern and your resolution. I am glad that you were able to get this issues resolved feel free to reach back out to me here if you need anything further. Have a good day. 


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Official Employee

Re: Help!!!

Hello nextmilenium, thank you for reaching out to us here. I replied to your original thread please reach back out to me there for further assistance. 


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