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Internet & TV signal problems

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Internet & TV signal problems

We are having intermittent issues with both our internet and TV service. The phone support folks I've spoken with say it's either inside wiring problems or problems with our hardware.  I doubt this, as we had rock solid internet + phone for years with the same inside wiring, and we're now having issues with two different boxes (X1 DVR and Arris T25 data / voice modem). The problems began when we upgraded to Gigabit internet and X1 TV early in the pandemic (I did a self install).  I believe the problems are external to my home as they seem to happen more frequently when it rains, or in the middle of the night when the temperature drops outside.  Strangely, the problems with TV and internet do NOT occur at the same time.  Sometimes it's the TV.  Sometimes it's the internet.  But never both together. 

 

I have wrench-tightened every connector between where the line from the pole reaches my house and the box.  The signal runs pole --> coax cable from outside of house through conduit into utility room --> MOCA filter at end of cable coming out of the conduit --> 2 way splitter --> branch 1 straight into Arris T25 modem; branch 2 --> 2 way splitter --> branch A to inside wall run coax to bedroom / branch B to inside wall run to living room --> X1 DVR / X1 mini.

 

The TV problem: our main X1 box will occassionally freeze up. After a power cycle, it will throw a RDK-3003 error, which suggests a cabling issue.  Multiple cycles don't resolve it.  The only way to get it to work again is to unplug it from power and let it sit for at least 20 minutes.   Hooking / unhooking Coax from the box has zero effect.  Switching the main and the mini between rooms has zero effect.  

 

The Internet problem:  We have rock-solid 1 Gbps down / 42 Mbps up data, and good clear phone service out of the T25, until the data + phone drop out completely and stay gone until we power cycle the T25. This happens every 2 to 7 days or so, most often between midnight and 6 AM rather than while people are using it.  Heavy rains or extended damp periods have corresponded to an increase in drops.   We know the issue is with the modem / upstream of the modem, vs. with our Orbi 6 MESH Wifi system, as when the internet drops the phone drops, and the phone doesn't route through the ORBI.

 

Here's my current downstream QAM report; current up-time is 3 hours 22 minutes after we had to do a reset this morning:

Downstream QAM

 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 19477.00 MHz2.70 dBmV38.98 dB256QAM320725042433
Downstream 21429.00 MHz3.20 dBmV38.98 dB256QAM580518400
Downstream 32435.00 MHz3.10 dBmV38.98 dB256QAM4580566900
Downstream 43441.00 MHz2.90 dBmV38.61 dB256QAM4535190900
Downstream 54447.00 MHz2.60 dBmV38.61 dB256QAM4462319400
Downstream 65453.00 MHz2.50 dBmV37.64 dB256QAM31089445200
Downstream 76459.00 MHz2.50 dBmV38.61 dB256QAM4341242300
Downstream 87465.00 MHz2.70 dBmV38.61 dB256QAM4288186200
Downstream 98471.00 MHz2.60 dBmV38.61 dB256QAM4229127000
Downstream 1010483.00 MHz2.80 dBmV38.61 dB256QAM4624953090
Downstream 1111489.00 MHz2.90 dBmV38.61 dB256QAM42834079170
Downstream 1212495.00 MHz2.90 dBmV37.64 dB256QAM41624963170
Downstream 1313519.00 MHz2.60 dBmV37.64 dB256QAM567705600
Downstream 1414525.00 MHz2.70 dBmV37.64 dB256QAM3789958400
Downstream 1515531.00 MHz2.60 dBmV38.98 dB256QAM3742317800
Downstream 1616537.00 MHz2.60 dBmV38.61 dB256QAM3726311800
Downstream 1717543.00 MHz2.60 dBmV37.64 dB256QAM598800700
Downstream 1818549.00 MHz2.60 dBmV37.64 dB256QAM3922515500
Downstream 1919555.00 MHz2.60 dBmV37.64 dB256QAM3907057000
Downstream 2020561.00 MHz2.40 dBmV37.64 dB256QAM3859292500
Downstream 2121567.00 MHz2.50 dBmV37.36 dB256QAM31100144000
Downstream 2222573.00 MHz2.50 dBmV37.64 dB256QAM3752042100
Downstream 2323579.00 MHz2.70 dBmV37.64 dB256QAM3737646000
Downstream 2424585.00 MHz2.80 dBmV37.64 dB256QAM3420409600
Downstream 2525591.00 MHz2.80 dBmV37.64 dB256QAM31053708800
Downstream 2626597.00 MHz2.70 dBmV37.36 dB256QAM4154875200
Downstream 2727603.00 MHz2.80 dBmV37.36 dB256QAM4098873900
Downstream 2828609.00 MHz2.80 dBmV37.64 dB256QAM4047104800
Downstream 2929615.00 MHz2.80 dBmV37.64 dB256QAM51379552911546
Downstream 3030621.00 MHz2.80 dBmV37.64 dB256QAM345286031090
Downstream 3131627.00 MHz2.80 dBmV37.64 dB256QAM3380855210949

Downstream OFDM

 FFT TypeChannel Width(MHz)# of Active SubcarriersFirst Active Subcarrier(MHz)Last Active Subcarrier(MHz)Average RxMER(dB)
PilotPLCData
Downstream 24K941880661754443838
 

Upstream QAM

 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 1623.70 MHz32.50 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 2817.30 MHz32.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 3530.10 MHz32.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 4436.50 MHz33.50 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM

 

Here's the event log:

 

Date TimeEvent IDEvent LevelDescription
8/10/2020 16:43820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/12/2020 1:17840202005Lost MDD Timeout;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/12/2020 6:02900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/14/2020 15:21820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820011005RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/18/2020 6:30900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/21/2020 0:05680101004DHCP RENEW sent - No response for IPv6;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820011005RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/21/2020 6:50900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/24/2020 11:25820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/27/2020 5:16900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/31/2020 23:41680101004DHCP RENEW sent - No response for IPv6;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820011005RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/1/2020 6:36900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/10/2020 8:34820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/14/2020 4:46900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820011005RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/18/2020 6:04900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/22/2020 3:54840202005Lost MDD Timeout;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/22/2020 8:30820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/22/2020 8:30840202005Lost MDD Timeout;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/22/2020 8:32900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/26/2020 22:15820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/29/2020 0:21840202005Lost MDD Timeout;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820011005RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/29/2020 6:35900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10/2/2020 0:37680101004DHCP RENEW sent - No response for IPv6;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10/2/2020 4:02840202005Lost MDD Timeout;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10/2/2020 4:09680101004DHCP RENEW sent - No response for IPv6;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820011005RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10/2/2020 6:51900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820011005RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10/7/2020 6:15900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820011005RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10/11/2020 23:25900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10/12/2020 5:30820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:02680012023DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10/13/2020 10:05900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820011005RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10/13/2020 10:08900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:53:c1;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

 PacketCable(MTA) Events

 

Date TimeEvent IDDescription
10/7/2020 4:5865527SIP Registration Timeout
10/7/2020 5:0065527SIP Registration Timeout
10/7/2020 5:0065527SIP Registration Timeout
10/7/2020 5:0565527SIP Registration Timeout
10/7/2020 5:0865527SIP Registration Timeout
10/7/2020 5:0865527SIP Registration Timeout
10/7/2020 5:1365527SIP Registration Timeout
10/7/2020 5:1665527SIP Registration Timeout
10/7/2020 5:1665527SIP Registration Timeout
10/7/2020 5:2165527SIP Registration Timeout
10/7/2020 5:2465527SIP Registration Timeout
10/7/2020 5:2465527SIP Registration Timeout
10/7/2020 5:2965527SIP Registration Timeout
10/7/2020 5:3265527SIP Registration Timeout
10/7/2020 5:3265527SIP Registration Timeout
10/7/2020 5:3765527SIP Registration Timeout
10/7/2020 5:3965527SIP Registration Timeout
10/7/2020 5:3965527SIP Registration Timeout
10/7/2020 5:4565527SIP Registration Timeout
10/7/2020 5:4765527SIP Registration Timeout
10/7/2020 5:4765527SIP Registration Timeout
10/7/2020 5:5365527SIP Registration Timeout
10/7/2020 5:5365511SIP DNS Query Failure- Cleared
10/7/2020 5:5365527SIP Registration Timeout- Cleared
10/7/2020 5:5365511SIP DNS Query Failure
10/7/2020 5:5365511SIP DNS Query Failure- Cleared
10/7/2020 5:5365511SIP DNS Query Failure
10/7/2020 6:1516MTA TFTP: Successful
10/7/2020 6:154000951500Provisioning Complete
10/7/2020 6:1526MTA PROV: Successful!
10/7/2020 6:153Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
10/7/2020 6:153Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
10/11/2020 23:2516MTA TFTP: Successful
10/11/2020 23:254000951500Provisioning Complete
10/11/2020 23:2526MTA PROV: Successful!
10/11/2020 23:253Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
10/11/2020 23:253Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
12/31/1969 19:023000000004DOCSIS-CONN-ERROR
12/31/1969 19:023000000002MTA RESET:
10/13/2020 10:0616MTA TFTP: Successful
10/13/2020 10:064000951500Provisioning Complete
10/13/2020 10:0626MTA PROV: Successful!
10/13/2020 10:063Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
10/13/2020 10:063Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
10/13/2020 10:063000000002MTA RESET:
10/13/2020 10:0916MTA TFTP: Successful
10/13/2020 10:094000951500Provisioning Complete
10/13/2020 10:0926MTA PROV: Successful!
10/13/2020 10:093Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
10/13/2020 10:093Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS

 

If you're still reading, thanks.  Before I demand that Comcast come out and check the lines outside my house, does any of this suggest a hardware problem or an internal cabling problem I should further trouble shoot myself?   Please let me know if you need any more technical information.