Community Forum

Internet Drops, intermittent service

taf6337
New Poster

Internet Drops, intermittent service

Good evening,

 

We just moved into our home and have had nothing but trouble with the Xfinity internet signal.  We frequently drop signal throughout the day multiple times and signal consistency is required as my wife works from home and takes a lot of zoom calls throughout the day.  We are getting these events over and over and over.  Can somone help with this and how I might improve things?  Does the length of coax impact these readings?  Cat5 length?  Please help.

 

Sun Sep 13 19:26:52 2020Notice (6)TLV-11 - unrecognized OID;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv6
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
taf6337
New Poster

Re: Internet Drops, intermittent service

We have a Netgear Nighthawk Modem CM1150V and a Nighthawk Router R8000 that I just purchased to avoid using the Xfinity rental and have the 200 mbps plan with Xfinity.

 

Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel363000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnabledBPI+
IP Provisioning ModeHonor MDDhonorMdd(4)
 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM2565363000000 Hz9.6 dBmV40.5 dB80
2LockedQAM2566369000000 Hz9.1 dBmV40.3 dB220
3LockedQAM2567375000000 Hz8.7 dBmV40.2 dB200
4LockedQAM2568381000000 Hz9.3 dBmV40.2 dB410
5LockedQAM2569387000000 Hz9 dBmV40.2 dB480
6LockedQAM25610393000000 Hz8.8 dBmV40.2 dB560
7LockedQAM25611399000000 Hz9.4 dBmV40.2 dB570
8LockedQAM25612405000000 Hz9.2 dBmV40.1 dB910
9LockedQAM25613411000000 Hz9.3 dBmV40 dB1300
10LockedQAM25614417000000 Hz10.1 dBmV40.2 dB1160
11LockedQAM25615423000000 Hz9.8 dBmV40 dB1610
12LockedQAM25616429000000 Hz9.4 dBmV40.1 dB1300
13LockedQAM25617435000000 Hz9.8 dBmV40.1 dB2010
14LockedQAM25618441000000 Hz8.8 dBmV39.8 dB3120
15LockedQAM25619453000000 Hz9.6 dBmV39.9 dB3190
16LockedQAM25620459000000 Hz9 dBmV39.9 dB3620
17LockedQAM25621465000000 Hz8.4 dBmV39.7 dB4400
18LockedQAM25622471000000 Hz9 dBmV39.7 dB4780
19LockedQAM25623477000000 Hz8.3 dBmV39.7 dB4710
20LockedQAM25624483000000 Hz7.7 dBmV39.5 dB5670
21LockedQAM25625489000000 Hz8.9 dBmV39.8 dB5550
22LockedQAM25626495000000 Hz8.3 dBmV39.6 dB5400
23LockedQAM25627501000000 Hz7.9 dBmV39.4 dB6330
24LockedQAM25628507000000 Hz9.4 dBmV39.8 dB5020
25LockedQAM25629513000000 Hz8.7 dBmV39.7 dB4210
26LockedQAM25630519000000 Hz8.4 dBmV39.7 dB3520
27LockedQAM25631525000000 Hz9.8 dBmV40 dB2930
28LockedQAM25632531000000 Hz9.3 dBmV39.9 dB2430
29LockedQAM25633537000000 Hz9 dBmV40.1 dB1580
30LockedQAM25634543000000 Hz9.9 dBmV40.3 dB970
31LockedQAM25635549000000 Hz8.3 dBmV40.1 dB680
32LockedQAM25636555000000 Hz7.6 dBmV40.1 dB370
 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA45120 Ksym/sec35600000 Hz44.5 dBmV
2LockedATDMA55120 Ksym/sec29200000 Hz45.3 dBmV
3LockedATDMA65120 Ksym/sec22800000 Hz44 dBmV
4LockedATDMA75120 Ksym/sec16400000 Hz43.5 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
 
Downstream OFDM Channels
ChannelLock
Status
Modulation /
Profile ID
Channel
ID
FrequencyPowerSNR /
MER
Active Subcarrier
Number Range
Unerrored
Codewords
Correctable
Codewords
Uncorrectable
Codewords
1Not Locked000 Hz0 dBmV0.0 dB0 ~ 4095000
2Not Locked000 Hz0 dBmV0.0 dB0 ~ 4095000
 
Upstream OFDMA Channels
ChannelLock StatusModulation / Profile IDChannel IDFrequencyPower
1Not Locked000 Hz0 dBmV
2Not Locked000 Hz0 dBmV
 
Current System Time:Sun Sep 13 20:02:20 2020
System Up Time:00:36:22
 
 
TimeTextEndpointName
2020-09-13 19:27:52INFO: SIP Message Sent
==>21.227.92.77:5060: Sending packet to: 76.96.215.80:5060
SIP/2.0 200 OK
Via: SIP/2.0/UDP 76.96.215.80:5060;branch=z9hG4bK8483b287e030bf8e8f63374d5cb419f9k555555yaaaaacaaaaaabgoprae3Zqkv7ajqm0fltkmytqiaaaaabqaaaaaaaq
From: <sip:+18634515525@ims.comcast.net>;tag=b9d7b330
To: <sip:+18634515525@ims.comcast.net>;tag=e8e5fc889f
Call-ID: e82959261f000a50@21.227.92.77:5060
CSeq: 1 NOTIFY
Allow: ACK, BYE, CANCEL, INFO, INVITE, NOTIFY, OPTIONS, PRACK, REFER, SUBSCRIBE, UPDATE
Allow-Events: dialog, message-summary, network-redirection-reminder, refer, reg, ua-profile
P-Preferred-Identity: <sip:+18634515525@ims.comcast.net>
Supported: 100rel, answermode, early-session, eventlist, from-change, histinfo, join, path, replaces, tdialog, timer
User-Agent: Brcm-CxCProd_18.3
Content-Length: 0


m288088D4BC19.npls4.fl.comcast.net/21.227.92.77
2020-09-13 19:27:52INFO: SIP Message Received
==>21.227.92.77:5060: Received packet from: 76.96.215.80:5060
NOTIFY sip:+18634515525@21.227.92.77:5060 SIP/2.0
To: <sip:+18634515525@ims.comcast.net>;tag=e8e5fc889f
From: <sip:+18634515525@ims.comcast.net>;tag=b9d7b330
Call-ID: e82959261f000a50@21.227.92.77:5060
CSeq: 1 NOTIFY
Max-Forwards: 69
Content-Length: 99
Via: SIP/2.0/UDP 76.96.215.80:5060;branch=z9hG4bK8483b287e030bf8e8f63374d5cb419f9k555555yaaaaacaaaaaabgoprae3Zqkv7ajqm0fltkmytqiaaaaabqaaaaaaaq
Record-Route: <sip:3Zqkv7%20caaiaaaaacaaaaaWaaaaaaaaaaaaaaaasip%3A%2B18634515525%40ims.comcast.net@pcscfatl1.ssg.comcast.net:5060;maddr=76.96.215.80;lr>
Contact: <sip:presence-elements.g.comcast.net:5060;transport=udp>
Content-Type: application/simple-message-summary
Event: message-summary
Subscription-State: active;expires=28143

Messages-Waiting: no
Message-Account: sip:+18634515525@ovm.comcast.net
Voice-Message: 0/0 (0/0)

m288088D4BC19.npls4.fl.comcast.net/21.227.92.77
2020-09-13 19:27:52INFO: SIP Message Received
==>21.227.92.77:5060: Received packet from: 76.96.215.80:5060
SIP/2.0 200 OK
To: <sip:+18634515525@ims.comcast.net>;tag=b9d7b330
From: <sip:+18634515525@ims.comcast.net>;tag=e8e5fc889f
Call-ID: e82959261f000a50@21.227.92.77:5060
CSeq: 355763464 SUBSCRIBE
Content-Length: 0
Via: SIP/2.0/UDP 21.227.92.77;branch=z9hG4bK159daa015cba23926;rport
Record-Route: <sip:3Zqkv7%20caqiaaaaaakMKkeqaaaaaaaaaaaaaaacsip%3A+18634515525%40ims.comcast.net@pcscfatl1.ssg.comcast.net:5060;maddr=76.96.215.80;lr>
Expires: 43200


m288088D4BC19.npls4.fl.comcast.net/21.227.92.77
2020-09-13 19:27:52INFO: SIP Message Sent
==>21.227.92.77:5060: Sending packet to: 76.96.215.80:5060
SIP/2.0 200 OK
Via: SIP/2.0/UDP 76.96.215.80:5060;branch=z9hG4bKf163cf59fc2fd6aed5515676795e0c68k555555yaaaaacaaaaaabhlbpfu3Zqkv7ae23oggvqupmhiaaaaabqaaaaaaaa
From: <sip:+18634515525@ims.comcast.net>;tag=273ae31a0e344f6240e1966bbb4c6751
To: <sip:+18634515525@ims.comcast.net>;tag=7726f31b19
Call-ID: 644924231de9c27c@21.227.92.77:5060
CSeq: 27326 NOTIFY
Allow: ACK, BYE, CANCEL, INFO, INVITE, NOTIFY, OPTIONS, PRACK, REFER, SUBSCRIBE, UPDATE
Allow-Events: dialog, message-summary, network-redirection-reminder, refer, reg, ua-profile
P-Preferred-Identity: <sip:+18634515525@ims.comcast.net>
Supported: 100rel, answermode, early-session, eventlist, from-change, histinfo, join, path, replaces, tdialog, timer
User-Agent: Brcm-CxCProd_18.3
Content-Length: 0


m288088D4BC19.npls4.fl.comcast.net/21.227.92.77
2020-09-13 19:27:52INFO: SIP Message Received
==>21.227.92.77:5060: Received packet from: 76.96.215.80:5060
NOTIFY sip:+18634515525@21.227.92.77:5060 SIP/2.0
To: <sip:+18634515525@ims.comcast.net>;tag=7726f31b19
From: <sip:+18634515525@ims.comcast.net>;tag=273ae31a0e344f6240e1966bbb4c6751
Call-ID: 644924231de9c27c@21.227.92.77:5060
CSeq: 27326 NOTIFY
Max-Forwards: 70
Content-Length: 838
Via: SIP/2.0/UDP 76.96.215.80:5060;branch=z9hG4bKf163cf59fc2fd6aed5515676795e0c68k555555yaaaaacaaaaaabhlbpfu3Zqkv7ae23oggvqupmhiaaaaabqaaaaaaaa
Contact: sip:scscfatl1.ssg.comcast.net:5060
Content-Type: Application/reginfo+xml
User-Agent: CscfUacAgent
Event: reg
Subscription-State: active

<?xml version="1.0"?>
<reginfo xmlns="urn:ietf:params:xml:ns:reginfo" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" version="0" state="full">
<registration aor="sip:+18634515525@ims.comcast.net" id="3424199535" state="active">
<contact id="2753387316" state="active" event="registered" duration-registered="2523642" expires="3599" q="0" callid="e7f4b1b6ed10cb30@21.227.92.77:5060" cseq="474689193">
<uri>sip:+18634515525@21.227.92.77:5060</uri>
</contact>
</registration>
<registration aor="tel:+18634515525" id="4224202955" state="active">
<contact id="2753387316" state="active" event="created" duration-registered="2523642" expires="3599" q="0" callid="e7f4b1b6ed10cb30@21.227.92.77:5060" cseq="474689193">
<uri>sip:+18634515525@21.227.92.77:5060</uri>
</contact>
</registration>
</reginfo>
 
zoombies
New Poster

Re: Internet Drops, intermittent service

Your signal levels all (both downstream and upstream power level and SNR) appear to be within range. COMCAST is running DOCSIS 3.0 profile even though you have a DOCSIS 3.1 Modem. But it's their call based on the speed tier you are paying for. I am pretty certain it is something outside your home that needs a tech visit from COMCAST to fix it. Of course, they can also proactively take a look at it from their CMTS. I am just a user (engineer) debugging my own intermittent connection for the past one month. I have a tech visit rescheduled from Aug to Sept to address this.

zoombies
New Poster

Re: Internet Drops, intermittent service

BTW, I gave my diagnosis since you mentioned that you just moved in. It is possible the line to your house wasn't maintained (outside your home) well if your previous owner didn't have COMCAST as ISP.

EG
Expert

Re: Internet Drops, intermittent service

Those phone component error log entries are unhelpful. Are there any T3, T4, sync timing synchronization, critical errors being shown among the modem's RF error log entries ? If so, please post them as well.



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!
taf6337
New Poster

Re: Internet Drops, intermittent service

Thank you very much for the response.  I believe this is the log you are requesting.  

 

TimePriorityDescription
Thu Sep 17 14:48:24 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 17 10:41:03 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 17 10:32:42 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 17 09:22:08 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 17 07:20:23 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 17 00:37:09 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 16 21:50:14 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 16 16:18:15 2020Warning (5)MDD message timeout;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 16 16:15:57 2020Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 16 16:15:39 2020Warning (5)MDD message timeout;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 16 16:14:45 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 16 15:27:58 2020Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 16 15:27:31 2020Warning (5)MDD message timeout;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 16 15:01:07 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 16 14:31:53 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 16 14:26:55 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 16 12:15:16 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 16 12:14:49 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 15 15:20:08 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 15 08:56:25 2020Critical (3)No Ranging Response received - T3 time-out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 15 08:56:23 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 15 08:50:09 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 15 08:50:06 2020Critical (3)No Ranging Response received - T3 time-out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 15 08:50:06 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 15 08:33:03 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 15 08:17:13 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 15 08:15:56 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 15 06:55:04 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 14 16:38:04 2020Notice (6)TLV-11 - unrecognized OID;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv6
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 14 16:24:22 2020Critical (3)SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 14 16:24:22 2020Notice (6)TLV-11 - unrecognized OID;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 14 16:24:12 2020Notice (6)Honoring MDD; IP provisioning mode = IPv6
Mon Sep 14 16:24:07 2020Critical (3)No Ranging Response received - T3 time-out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 14 16:23:50 2020Notice (6)TLV-11 - unrecognized OID;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv6
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
taf6337
New Poster

Re: Internet Drops, intermittent service

Thank you for the response.  We are supposed to be getting 200 mbps on our package.  My wife is even hard wired into the router and she is experiencing drops too.  So it's not just the wifi, but the signal as a whole right?  We have a tech scheduled for sometime soon.  Does the difference between the DOCSIS 3.0 and 3.1 cause a problem?

taf6337
New Poster

Re: Internet Drops, intermittent service

I was told to do a continuous ping test to see how that looked and this is what I got from those results, if that helps at all.

 

Sample Size9000 
Total Pings887998.6556%
Average Response Time37ms
Max Response Time2081ms
Min Response Time18ms
   
Failure TypeCount% of Sample Size
Gen10.0111%
No resources.30.0333%
PING: transmit failed. Gen420.4667%
Request timed out.750.8333%
taf6337
New Poster

Re: Internet Drops, intermittent service

Speed tests are resulting in these types of numbers most of the time anymore whether hardwired or on WIFI.  We have 26 things connected to the network that include 6 Ring Cameras, 2 doorbells, and various tablets, TVs, Phones, etc.

 

Speed Test

Download Speed - 15.9 mbps

Upload Speed - 9.2 mbps

Latency - 49 ms

Protocol - IPv4

Host - Tallahassee, FL

EG
Expert

Re: Internet Drops, intermittent service

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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ComcastMorgan
Official Employee

Re: Internet Drops, intermittent service

Hi, taf6337. Sorry to hear about the connectivity issues you've been experiencing! Appreciate you coming here to the forums seeking support. We want to help! Please go ahead and send me a PM with your first and last name so we can work together to find a solution.

 

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


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