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Intermittent dropped internet

Contributor

Intermittent dropped internet

I lose internet for like 20 seconds before it comes back up and this is somewhat random and has been going on for at least a week often 10+ times a day.  I recently bought this house in November and the tech installed gigabit internet and replaced the drop and installed a new box outside and it was fine until recently. When checking the modem logs there are a lot more Uncorrected than Corrected Errors and the logs has something to the effect of "Dynamic Range Window violation" and "Started Unicast Maintenance Ranging - No Response received - T3 time-out" I have checked power levels and they seem fine from what I can gather except for SNR of the OFDM PLC which is around 15-16 so I called support and they tried to sell me additional service while runnning some modem "test" which failed and so a tech appointment was set up.  In the mean time I figued I would look at my installation so I opened the cable box outside the house and the wire crimp looks perfect and I pulled a little and nothing is loose.  I went inside to where it comes in and there is a splitter (installed by tech) so I uninstalled it so that the cable comming into the house was going just into the cable modem and the power levels went down for Upsteam and up for Downstream and it appeared that my connection was stable for a couple hours at which time I got a call from Comcast tech something that said they noticed my modem was better and asked if I wanted to cancel the truck roll . I said no I am still testing so I switched out the splitter from comcast with one I had and after sometime uncorrected errors can back and internet dropped breifly.   Below is  a recent snapshot of the modem data .... does everything look ok here? SB8600

 

 

 

 

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Contributor

Re: Intermittent dropped internet

The Comcast tech came out and checked power at the line coming into the house and the box outside the house and said everything was fine. I explained it was intermittent but it did not really matter to him so he left.  Of course shortly after he left my internet went down several times.  I called in and was told that I should contact the manufacturer of my cable modem. My modem is over $150.00 and I don't want to replace it on a whim can anyone at Comcast help me here? Information below:

 

 

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Expert

Re: Intermittent dropped internet


@jrose78 wrote:

I have checked power levels and they seem fine from what I can gather except for SNR of the OFDM PLC which is around 15-16


First. That is normal. There is a known firmware glitch with that modem where the signal measuring mechanism reads that OFDM channel incorrectly.

 

Second. 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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Contributor

Re: Intermittent dropped internet

Thank you very very much! when this started happening I knew, being that it was intermittent ,I was going to have a hard time getting it fixed.

Contributor

Re: Intermittent dropped internet

by the way I have removed all splitters and here is a picture of the box outside the house and the wire coming in and the connection to the cable modem.  I don't even have tv service so no extra wires at all..

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Contributor

Re: Intermittent dropped internet

I set up a program that pings 1 of 3 setup locations (cloudfare, level3,  opendns) every second and if a ping fails it records the time and length. I set this to run non-stop last night and when I woke this morning I checked and here are the results not just from the program but from my SB8600 log as well. Here is the thing... I have no choice in my area, its Comcast or well Satellite And thats it.  If there was competition in this area I would simply switch at this point.  Last time I called comcast I got the whole how was your experiance issue callback and I said not good so a support rep called me and asked if they could help and I said yes you can help and all I got was a bunch of scripted talk.... yes I was called by comcast so they could script me some more. I think my next step if this doesn't work out is the BBB again as last time that was the only time I got a response from the company where they did anything.  That issue was them wanting to charge me for install of gigabit service. I explained I would install it myself and they said no you have to pay so I went to the BBB and Comcast ended up doing a credit for the install (the install was checking signal levels although to be fair they did a new drop but thats not part of the install normally) .

 

In regards to the modem time stamp .. its not the same as my local time

 

8/22/2019 3:40:56 PM Log Start
---------------------------------------
Failure Start Length
8/22/2019 8:54:32 PM 0:00:03
8/22/2019 9:00:37 PM 0:00:18
8/22/2019 9:16:06 PM 0:00:08
8/23/2019 12:28:03 AM 0:00:14
8/23/2019 12:57:19 AM 0:00:13
8/23/2019 1:03:46 AM 0:00:05
8/23/2019 1:06:18 AM 0:00:06
8/23/2019 3:02:33 AM 0:00:09
8/23/2019 3:04:29 AM 0:00:11
8/23/2019 3:08:45 AM 0:00:08
8/23/2019 3:11:28 AM 0:00:11
8/23/2019 3:16:28 AM 0:00:10
8/23/2019 3:24:50 AM 0:00:08
8/23/2019 5:52:25 AM 0:00:19

 

 

 

 

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Official Employee

Re: Intermittent dropped internet

jrose78, hello! Thank you for taking the time to reach out to us here on the forums. I'd be happy to help out with the service issues! Please send me a PM with your first and last name to get started. 

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


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Expert

Re: Intermittent dropped internet


@jrose78 wrote:

 

In regards to the modem time stamp .. its not the same as my local time


FWIW, this part is normal. Cable modems do UTC time.



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Contributor

Re: Intermittent dropped internet

[Update]  technician came Saturday and checked signal levels again, replaced coax from modem to box (cable less than a year old installed by Comcast) , said he checked line for noise and there was some but not enough to knock cable modem offline. said he put in a ticket for line maintenance person to replace tap and do other line maintenance things?  but I am still having the same issues.  I am going to reboot cable modem to see if I am still getting uncorrectables but I suspect I will.  I am tempted to just buy another new 8600 but it is currently  $169.98 and there is just nothing that points to the problem being my modem that I can see.

 

Failure Start Length

8/24/2019 7:46:32 PM 0:00:13
8/24/2019 7:57:00 PM 0:00:03
8/24/2019 8:06:33 PM 0:00:01
8/24/2019 9:38:01 PM 0:00:04
8/24/2019 9:38:18 PM 0:00:01
8/24/2019 9:38:31 PM 0:00:02
8/24/2019 9:53:08 PM 0:00:04
8/24/2019 10:26:18 PM 0:00:12
8/24/2019 11:32:07 PM 0:00:14
8/25/2019 12:00:27 PM 0:00:03
8/25/2019 12:02:33 PM 0:00:33
8/25/2019 12:04:59 PM 0:00:11
8/25/2019 12:05:21 PM 0:00:10
8/25/2019 12:07:36 PM 0:00:07
8/25/2019 12:07:55 PM 0:00:08
8/25/2019 12:08:07 PM 0:00:02
8/25/2019 12:19:59 PM 0:00:09
8/25/2019 2:39:50 PM 0:00:01
8/25/2019 8:16:54 PM 0:00:10
8/25/2019 8:32:33 PM 0:00:09
8/25/2019 9:33:09 PM 0:00:04
8/25/2019 11:42:47 PM 0:00:17
8/26/2019 3:01:39 AM 0:00:05
8/26/2019 3:39:54 AM 0:00:07
8/26/2019 4:45:46 AM 0:00:08

 

 

 

 

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Contributor

Re: Intermittent dropped internet

I have now replaced the modem with a new MB8600 from Bestbuy.  Waiting now to see if any issues come up.  I will update.

Contributor

Re: Intermittent dropped internet

outages are not as bad "so far" with new modem but they are still there.  Information below:

 

 

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Contributor

Re: Intermittent dropped internet

the uncorrectables just went up again after my post.. I will not be able to post again to around midday.

 

 

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Contributor

Re: Intermittent dropped internet

Update with current logs below

 

8/26/2019 5:41:44 PM Log Start
---------------------------------------
Failure Start Length
8/26/2019 5:46:32 PM 0:00:01
8/26/2019 6:06:46 PM 0:00:01
8/27/2019 3:37:40 AM 0:00:01
8/27/2019 8:31:46 AM 0:00:01
8/27/2019 9:19:44 AM 0:00:02
8/27/2019 9:20:34 AM 0:00:03
8/27/2019 9:35:40 AM 0:00:05

 

 

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Contributor

Re: Intermittent dropped internet

This will probably be my last post of logs because at this point everything has been established.  I have replaced my cable modem and I have the same intermittent internet. I figure that Comcast can not blame anything on my end at this point so their options are 1.) admit the problem and fix it 2.) say "what problem" that’s normal 3.) ignore me and hope I go away ...   Hmmmmm should we start a pole?

 

8/26/2019 5:41:44 PM Log Start
---------------------------------------
Failure Start Length
8/26/2019 5:46:32 PM 0:00:01
8/26/2019 6:06:46 PM 0:00:01
8/27/2019 3:37:40 AM 0:00:01
8/27/2019 8:31:46 AM 0:00:01
8/27/2019 9:19:44 AM 0:00:02
8/27/2019 9:20:34 AM 0:00:03
8/27/2019 9:35:40 AM 0:00:05
8/27/2019 12:13:33 PM 0:00:17
8/27/2019 7:42:29 PM 0:00:16
8/27/2019 7:43:04 PM 0:00:01
8/27/2019 7:59:50 PM 0:00:14
8/27/2019 10:02:46 PM 0:00:01
8/28/2019 8:45:21 AM 0:00:05
8/28/2019 8:46:28 AM 0:00:01

 

 

 

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Contributor

Re: Intermittent dropped internet

Just an update on my issue. I am working back and forth with a technician that I was told is a supervisor and he is working with techs above him. When last talking to him he informed me that the tech he was in communication with doesn't think pings are a good way to determine an outage because they can be blocked by firewalls. This is just silly as yes they can be but these are DNS servers and also I am using 3 different DNS servers before it detects the outage. Combine this with modem critical error logs and also combine this with a home smart hub telling me via the app that it lost connection to its server I think I have made my case. I haven’t mentioned but I was also told that they thought maybe I didn't forward a port on my router for the games I was playing !!???? what? lol . Do they think I am some gamer in the basement eating Doritos that got fragged and is really upset and blaming it on the connection?
Below is an explanation of how the program I am using detects an outage

 

 

"Net Uptime Monitor (NUM) uses the “Ping” command to test the response from three public servers operated by Google, Level 3, and OpenDNS. (See “What’s a Ping?” below for an explanation.) Each server is pinged in turn at an interval that you can set - normally five seconds. By default, NUM waits 200 milliseconds (2/10 of a second) for the server to respond - at least 3 times as long as a typical broadband internet connection should take.
NUM pings one server at a time; if the server responds, NUM waits the test interval, then pings the next server. If the server doesn’t respond, NUM immediately tries the next server, then the next. If any of the servers respond, then your connection must be working. Only when all three servers fail to respond does NUM determine that your connection is down.
By using three servers, NUM ensures that the problem isn’t just with the server or with some connection on the way to that server, or that the server isn’t momentarily slow or congested.
NUM can detect failures as short as a couple of seconds in length, but you can decide how long a failure must be before it really counts. A very short failure of a second or so is not likely to affect your use of the net and isn’t of any real concern. You can set how long a failure must be before NUM alerts you to it and records the failure in its failure log.

Expert

Re: Intermittent dropped internet

I'm going to re-escalate your ongoing issue. Did you ever send that requested private message to @ComcastAlly  ?



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Contributor

Re: Intermittent dropped internet

Supervisor called me back and said the guy he was working with lost ping to my modem for 5 seconds and that he is going to put another ticket into line maintanence he also said he didn't think a tech needed to come out and I agree because everything at my location has been checked.  So I did cancel the appointment.

Official Employee

Re: Intermittent dropped internet

jrose78, thank you for the update! I did respond back to you in a PM, but it's fine to continue here! 

I see the ticket that's open for the maintenance team for your address, it was opened just a few minutes ago. Would you be able to reach back out here over the weekend/on Monday so I can continue checking on it? 


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Contributor

Re: Intermittent dropped internet

Yes, of course I will keep everyone updated. Thank You

Contributor

Re: Intermittent dropped internet

So my girlfriend just came into the room and said I lost VPN to work and I checked my log and yup there it is ... 30 seconds I think is a record so far.

 

 

Failure Start Length
8/28/2019 9:32:40 PM 0:00:02
8/29/2019 6:15:58 AM 0:00:01
8/29/2019 12:02:59 PM 0:00:30
8/29/2019 12:03:52 PM 0:00:01
8/29/2019 12:04:11 PM 0:00:18

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Official Employee

Re: Intermittent dropped internet

Thank you so much for your diligence! 


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Official Employee

Re: Intermittent dropped internet

Sorry I didn't see your second post until I responded! I understand this is super frustrating, but I can see that our maintenance techs are working on this to find a resolution as fast as possible. 


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Contributor

Re: Intermittent dropped internet

I went out to the cable box and looked around. I just wanted to make sure that the ground is correct for the coax cable? It looks like they just attached a clip to the electrical box and grounded the coax that way. I am guessing its fine but figured I would check.

 

 

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Official Employee

Re: Intermittent dropped internet

I am confident that our technicians will ensure everything is hooked up properly. To be fully transparent, it can take some time for our maintenance team to resolve this issue. However, the proper steps have been taken and I can see the ticket in our system. 


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Contributor

Re: Intermittent dropped internet

I will now practice patience

Contributor

Re: Intermittent dropped internet

Is it done yet?

Expert

Re: Intermittent dropped internet


@jrose78 wrote:

I went out to the cable box and looked around. I just wanted to make sure that the ground is correct for the coax cable? It looks like they just attached a clip to the electrical box and grounded the coax that way. I am guessing its fine but figured I would check.


FWIW, that is the correct method. The cable system gets *bonded* to the home's electrical system.



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Official Employee Digital Care

Re: Intermittent dropped internet

Hello again! I'm not seeing any issues in the area anymore. How have your services been working over the weekend? 


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Contributor

Re: Intermittent dropped internet

who are you? I was never told there was a problem in my area.  there is a line maintenece ticket open because there was packet loss to my modem from one of your techs ...  I really don't want to go over all this again.  here are my logs.

 

Failure Start Length

9/1/2019 8:49:59 AM 0:00:03
9/1/2019 8:54:21 AM 0:00:01
9/1/2019 8:54:58 AM 0:00:03
9/1/2019 9:18:44 AM 0:00:16
9/1/2019 9:34:08 AM 0:00:10
9/1/2019 12:13:07 PM 0:00:16
9/1/2019 12:14:08 PM 0:00:03
9/1/2019 12:29:53 PM 0:00:04
9/1/2019 12:35:18 PM 0:00:03
9/1/2019 12:35:47 PM 0:00:13
9/1/2019 12:37:07 PM 0:00:13
9/1/2019 7:55:34 PM 0:00:04
9/2/2019 1:43:15 AM 0:00:04
9/2/2019 1:43:23 AM 0:00:02
9/2/2019 1:48:43 AM 0:00:01

 

 

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Contributor

Re: Intermittent dropped internet

I don't mean to be a jerk, but I am losing patience and I feel I am not being kept in the loop.  I have taken money and bought a second cable modem , I paid for a program that detect when and how long outages occur.  I have done tons of screen shots , I have had out multiple techs.  I have done my part now please do yours. I have gone ahead and filed with the BBB in order to open up all line of communication in order to get my service working as it should.

Contributor

Re: Intermittent dropped internet

I called in to have my old modem put back on the account so I could return the one I bought from Bestbuy.  When I called I asked if there was any outages and the rep said I am going all the way back to the begining of August and I see nothing.   I have cleared all logs and and I will wait and see if I start having outages.

Contributor

Re: Intermittent dropped internet

Starting to get uncorrectable errors.

 

 

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Contributor

Re: Intermittent dropped internet

Just an update.  A rep from comcast that deals with BBB complaints has reached out to me and it looks like the next step that comcast wants to do it put a comcast supplied modem next to my MB8600 modem because according to comcast they can get more information from their modem.   I said ok because well why not.  A far as my outages go I just had a 12 second outage with an modem log message that is different than any other one I have gotten before. Does anyone know what the message is in reference to?

 

Failure Start Length
9/3/2019 8:43:03 AM 0:00:01
9/3/2019 8:51:38 AM 0:00:01
9/3/2019 9:15:52 AM 0:00:02
9/3/2019 9:43:37 AM 0:00:05
9/3/2019 9:49:35 AM 0:00:11
9/3/2019 2:59:33 PM 0:00:01
9/3/2019 8:27:22 PM 0:00:01
9/4/2019 7:59:07 AM 0:00:01
9/4/2019 5:28:59 PM 0:00:04
9/4/2019 10:59:49 PM 0:00:02
9/5/2019 12:23:41 AM 0:00:01
9/5/2019 2:41:34 AM 0:00:02
9/5/2019 9:32:17 AM 0:00:12

 

 

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Contributor

Re: Intermittent dropped internet

ok lol, I just looked out my window and there is a comcast bucket truck working on the tap at the pole.  My fingers are crossed that this will fix things.

Contributor

Re: Intermittent dropped internet

Truck just left so I rebooted my modem and cleared the logs and crossed my fingers.

 

 

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Contributor

Re: Intermittent dropped internet

30 Minutes and all is well.  Knock on wood.

 

 

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Contributor

Re: Intermittent dropped internet

Over 2 hours and nothing in the logs and no uncorrectables .  Knock on wood

Contributor

Re: Intermittent dropped internet

I have the same issues right now, and as of 8am yesterday the issues went away. Then about 30 minutes ago, they came back with a vengeance. Hopefully they figured out yours. Good call on the BBB complaint, I'm going to consider that next as no-one has been able to help or provide us with any feedback or status on what our issues are. The communication from Comcast is just terrible.

Contributor

Re: Intermittent dropped internet

I am sorry you are having problems with your internet, intermittent issues are always hard to troubleshoot.  I turned to the BBB because I felt Comcast was not taking my issues seriously <Edited>

 

In regards to my cable modem issues I am happy to report with fingers still crossed that I have no uncorrectables and nothing in the modem log. 

 

 

Contributor

Re: Intermittent dropped internet

A couple uncorrectable errors are showing and I do have breif  one second outages showing but nothing in the Modem log file and no outage actually detected from smart hub or my voip phone service so I am ok with this so far.

 

Failure Start Length
9/5/2019 9:52:42 PM 0:00:01
9/5/2019 11:10:11 PM 0:00:01
9/5/2019 11:25:11 PM 0:00:01
9/6/2019 7:56:48 AM 0:00:01

 

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Official Employee

Re: Intermittent dropped internet

Hello again! I checked on the area and I see some improvements. How has everything been working for you lately? 


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Contributor

Re: Intermittent dropped internet

I got a few messages in the modem log but no outages.  I was told the line tech just boosted the signal and I suspect thats like duct tape on the problem. I am going to continue to monitor for a day or two.

 

 

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Official Employee Digital Care

Re: Intermittent dropped internet

Thank you for you reply and please do keep us updated.

 

 


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Contributor

Re: Intermittent dropped internet

Few more warnings in the modem log and some more uncorrectables.  I must have shut down the program I have running to monitor my connection so I have no info there but I did not detect any outages. I have it up and running again.

 

 

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Contributor

Re: Intermittent dropped internet

Question ... when the modem reports uncorrected .. does that mean those are lost data packets or are they system packets sent/addressed to the modem?  I know both are techincally data packets but is it my data or comcast system communication data.\

 

EDIT: I just looked it up and it is indeed lost data packets.

 

What is interesting is if you look at my power levels on downstream they are high .  My levels where fine when I had lost internet .. why would a tech think that upping/adjusting the booster would fix the problem?  Where they thinking ... well there is a communcation problem lets have both devices scream at each other?   I don't understand how troubleshooting happens at Comcast?

Official Employee Digital Care

Re: Intermittent dropped internet

Hi there, jrose78. Please take a look at this link under the codewords section, as it may help in understanding what is taking place: https://forums.xfinity.com/t5/Your-Home-Network/Xfinity-Internet-Connection-Troubleshooting-Tips/m-p...Amplifiers will sometimes be used when signal levels are reporting either too high or too low, in attempt to level things out. If that doesn't work, sometimes there is a process of elimination that takes place afterward. 


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Contributor

Re: Intermittent dropped internet

Yes amps will be used when signal is to weak but my signal was not weak. 

Tech just came out and I talked to him about the boost and he said I am right after a booster and he thinks that booster was not getting a strong enough signal so my power levels where find but the booster would boost nothing if it lost signal.   So he basically adjusted the booster that feeds my booster if that makes sence.  He also installed a 3 way splitter to lower the signal level because he thought that may have been causing the issues in the log after the adjustments. He also installed a second cable modem next to mind so they could monitor any issues that might happen.    I reset my modem cleared logs and will report back if anything happens.   I honestly would be surprised if anyone is still reading this long and boring post, but if you are well something is wrong with you :-) .

Official Employee Digital Care

Re: Intermittent dropped internet

We aren't  giving up and want to see this issue through until the end, so please do keep us posted. Thanks!


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Contributor

Re: Intermittent dropped internet

Its only been an hour or so and I am starting to see Uncorrectables. Logs below. I let the tech supervisor I am working with know so hopefully they can see it on their cable modem as well..,

 

 

 

 

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Contributor

Re: Intermittent dropped internet

I am thinking bad booster?  Although I know it has a "fancy pants name"  I think its something like gain control stabilizer ;-) .