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Internet Dropping on Nights and Weekends

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Regular Visitor

Internet Dropping on Nights and Weekends

Xfinity is brand new in our development. We've had one offering for cable internet for years and it's been expensive, but reliable.

I switched to Xfinity as soon as it was available. Everything was great for the first 2-3 months. Then the internet was going down during the day, which is unacceptable because I'm working from home.

Troubleshooting the issue, I found that I was experiencing 50% packet loss at the modem, which is a 2 month old Netgear CM1150v. I'm seeing multiple T3 timeouts in the logs, but the tech says that SNR and power are in an "acceptable" range. Numerous tech visits found "no issues" at any of the lines. That includes inside the house.

The second tech blamed my modem, and had me sign up for an XFi modem that he left with me. As soon as he pulled out of the driveway it started rebooting every 10 minutes over the next 2 hours, until I finally reconnected my old modem.

I disconnected the splitter at the house that gives me TV and that appeared to have temporarily cleared up the issue, but then I had no TV because I was running the line for my modem directly to the street.

The third tech suggested I get wireless TV boxes, which I did. I thought I found the fix, but my internet appears to go down again during "peak hours" and every night. I have an outdoor surveillance system that runs 24x7, but it goes offline every night from around 2am to 6am. What's the point of having a security system when it's down while you're sleeping? Weekends are also painful. Last night I spent hours fooling with my modem when I was trying to watch football.

All 3 techs suggested there could be issues in the neighborhood since the installation is new, but all of them said everything was fine at the time. I don't want to be a beta tester for a new circuit. At this rate I'm considering going back to my old provider since it was worth the extra expense for reliable service.

Modem: Netgear CM1150v
Router: Google Nest Wifi
Speed: 600mbps down
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Expert

Re: Internet Dropping on Nights and Weekends

What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

Please also post those error log entries in their entirety.



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Regular Visitor

Re: Internet Dropping on Nights and Weekends

Please see the modem status and error logs below. I'm not experiencing any issue currently.

 

Downstream Bonded Channels

ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM2566483000000 Hz2 dBmV40.2 dB10596730
2LockedQAM2567489000000 Hz1.9 dBmV40 dB14054760
3LockedQAM2568495000000 Hz1.9 dBmV39.9 dB16327850
4LockedQAM2569501000000 Hz1.9 dBmV39.9 dB20817570
5LockedQAM25610507000000 Hz2.1 dBmV40 dB21569700
6LockedQAM25611513000000 Hz2.2 dBmV39.9 dB25826770
7LockedQAM25612519000000 Hz2.5 dBmV40 dB25906310
8LockedQAM25613525000000 Hz2.5 dBmV39.9 dB31108970
9LockedQAM25614531000000 Hz2.6 dBmV39.8 dB34541690
10LockedQAM25615537000000 Hz2.6 dBmV39.4 dB45458600
11LockedQAM25616543000000 Hz2.5 dBmV39.4 dB53204360
12LockedQAM25617555000000 Hz3.1 dBmV39.7 dB64003250
13LockedQAM25618561000000 Hz3.2 dBmV39.6 dB74446621
14LockedQAM25619567000000 Hz3.2 dBmV39.3 dB74631070
15LockedQAM25620573000000 Hz3.3 dBmV39.3 dB76582233
16LockedQAM25621579000000 Hz3.3 dBmV39.3 dB94496141
17LockedQAM25622585000000 Hz3.6 dBmV39.5 dB100802474
18LockedQAM25623591000000 Hz3.6 dBmV39.4 dB1328848115
19LockedQAM25624597000000 Hz3.7 dBmV39.4 dB138126037
20LockedQAM25625603000000 Hz3.6 dBmV39.3 dB1655556628
21LockedQAM25626609000000 Hz3.5 dBmV39.2 dB1624335125
22LockedQAM25627615000000 Hz3.6 dBmV39.2 dB1671012325
23LockedQAM25628621000000 Hz3.9 dBmV39.5 dB1568022517
24LockedQAM25629627000000 Hz4.1 dBmV39.5 dB1791334181
25LockedQAM25630633000000 Hz4.4 dBmV39.4 dB1803268277
26LockedQAM25631639000000 Hz4.1 dBmV39.2 dB20661306109
27LockedQAM25632645000000 Hz4.1 dBmV39.2 dB20328525122
28LockedQAM25634651000000 Hz4.3 dBmV39 dB23402567210
29LockedQAM25635657000000 Hz4.6 dBmV38.8 dB22170098155
30LockedQAM25636663000000 Hz4.9 dBmV38.6 dB23757038215
31LockedQAM25637669000000 Hz5.1 dBmV38.9 dB24197433228
32Not LockedUnknown00 Hz0.0 dBmV0.0 dB00

 

Upstream Bonded Channels

ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA15120 Ksym/sec37200000 Hz46.8 dBmV
2LockedATDMA25120 Ksym/sec30200000 Hz46.8 dBmV
3LockedATDMA35120 Ksym/sec23800000 Hz46.3 dBmV
4LockedATDMA45120 Ksym/sec17400000 Hz46 dBmV
5Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
6Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
7Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
8Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV

 

TimePriorityDescription
Mon Oct 12 12:03:51 2020Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 12:03:25 2020Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 11:14:12 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 03:39:56 2020Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 03:39:22 2020Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 03:39:09 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 02:22:36 2020Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 02:22:05 2020Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 02:21:59 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 01:53:54 2020Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 01:53:16 2020Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 01:52:07 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 01:42:37 2020Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 01:42:23 2020Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 01:41:46 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 01:30:54 2020Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 01:30:25 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 01:30:20 2020Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 01:30:15 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 01:12:28 2020Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 01:12:26 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 01:12:18 2020Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 01:11:42 2020Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 01:10:30 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 01:04:30 2020Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 01:03:41 2020Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 01:03:33 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 00:59:40 2020Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 00:59:13 2020Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 00:58:46 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 00:18:18 2020Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 00:17:52 2020Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 12 00:15:16 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 11 23:54:30 2020Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 11 23:54:20 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 11 23:54:09 2020Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 11 23:51:21 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 11 23:46:54 2020Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 11 23:46:12 2020Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 11 23:40:37 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d3:4a:a8;CMTS-MAC=00:01:5c:b1:f4:6d;CM-QOS=1.1;CM-VER=3.1;
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Expert

Re: Internet Dropping on Nights and Weekends

The signal stats are o/k but the error log entries indicate 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 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 !



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Official Employee

Re: Internet Dropping on Nights and Weekends

Greetings, @DLo86! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! I apologize to hear of the issues you are running into with your internet dropping at peak hours. I, myself, work from how so I certainly understand the importance of a reliable internet connection. I would like to have a closer look at the signal to see what could be going on. Can you please send me a PM with your first and last name so I may further assist you?

 

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.


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