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Internet and TV frequently dropping

mlund05
Regular Visitor

Internet and TV frequently dropping

This is not exclusive to my internet, the tv is having problems too. We recently moved into a house and had the service line replaced and currently have a temp one in our yard so I am not sure if the problem relates to that or not.  The event logs show the two following errors happening a lot.

 

8/8/2020 12:08 82001200 5 RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:ed:90;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;


8/8/2020 12:08 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:ed:90;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

Is there anything I can do to fix my tv and internet or this something I will just have to put up with until comcast comes and replaces my temporary service line in a week or so.

EG
Expert

Re: Internet and TV frequently dropping

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

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

Start with the modem's signal stats. Perhaps they already are, or they are close to being out of spec and intermittently they go completely of spec. 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.

What is the exact make and model number of the modem ?

Is this a WiFi connection ?



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mlund05
Regular Visitor

Re: Internet and TV frequently dropping

The modem is an arris t25, didn't have many choices that were voice compatible. I doubt its a wifi issue because my tv is having connection problems too.

 

 

                         DCID Freq              Power              SNR        Modulation Octets
Downstream 1 38 417.00 MHz -1.20 dBmV 40.37 dB 256QAM 24065365
Downstream 2 39 423.00 MHz -1.00 dBmV 40.37 dB 256QAM 79534
Downstream 3 40 435.00 MHz -1.30 dBmV 38.98 dB 256QAM 92396
Downstream 4 41 441.00 MHz -1.60 dBmV 38.98 dB 256QAM 95194
Downstream 5 33 447.00 MHz -1.70 dBmV 38.98 dB 256QAM 22647507
Downstream 6 34 453.00 MHz -2.00 dBmV 38.98 dB 256QAM 86182 
Downstream 7 35 459.00 MHz -1.40 dBmV 40.95 dB 256QAM 111784 
Downstream 8 36 465.00 MHz -1.50 dBmV 40.95 dB 256QAM 124319 
Downstream 9 1 471.00 MHz -1.50 dBmV 38.98 dB 256QAM 22495939 
Downstream 10 2 477.00 MHz -1.90 dBmV 38.98 dB 256QAM 56085 
Downstream 11 3 483.00 MHz -1.90 dBmV 40.95 dB 256QAM 74156 
Downstream 12 4 489.00 MHz -1.60 dBmV 40.37 dB 256QAM 54774 
Downstream 13 5 495.00 MHz -1.40 dBmV 40.37 dB 256QAM 97468 
Downstream 14 6 501.00 MHz -1.80 dBmV 38.61 dB 256QAM 115830 
Downstream 15 7 507.00 MHz -2.00 dBmV 40.37 dB 256QAM 62199 
Downstream 16 8 513.00 MHz -2.10 dBmV 40.95 dB 256QAM 96489 
Downstream 17 9 519.00 MHz -2.80 dBmV 38.98 dB 256QAM 98728 
Downstream 18 10 525.00 MHz -2.30 dBmV 38.98 dB 256QAM 72930 
Downstream 19 11 531.00 MHz -2.70 dBmV 38.98 dB 256QAM 66047 
Downstream 20 12 537.00 MHz -3.00 dBmV 38.98 dB 256QAM 58669 
Downstream 21 13 543.00 MHz -3.10 dBmV 40.95 dB 256QAM 96662 
Downstream 22 14 549.00 MHz -2.90 dBmV 40.37 dB 256QAM 50194 
Downstream 23 15 555.00 MHz -3.50 dBmV 38.61 dB 256QAM 44999 
Downstream 24 16 561.00 MHz -3.00 dBmV 38.98 dB 256QAM 70988 
Downstream 25 17 567.00 MHz -4.10 dBmV 38.98 dB 256QAM 114089 
Downstream 26 18 573.00 MHz -3.40 dBmV 38.98 dB 256QAM 72938 
Downstream 27 19 579.00 MHz -3.40 dBmV 38.98 dB 256QAM 76713 
Downstream 28 20 585.00 MHz -3.70 dBmV 38.98 dB 256QAM 101728 
Downstream 29 21 591.00 MHz -4.30 dBmV 38.61 dB 256QAM 22937263
Downstream 30 22 597.00 MHz -4.30 dBmV 38.61 dB 256QAM 79374 
Downstream 31 23 603.00 MHz -4.60 dBmV 38.98 dB 256QAM 67772 

 

                   UCID Freq         Power           Channel Type               Symbol Rate   Modulation
Upstream1 2 29.20 MHz 34.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream2 4 16.40 MHz 34.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream3 3 22.80 MHz 34.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream4 1 35.60 MHz 35.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

EG
Expert

Re: Internet and TV frequently dropping

The signal stats are o/k. Are there any modem signal error log entries being shown ? If so, please post them as well.



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mlund05
Regular Visitor

Re: Internet and TV frequently dropping

about the only thing in the event log is just these two errors repeated over and over.

 

8/8/2020 12:08 82001200 5 RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:ed:90;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;


8/8/2020 12:08 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:ed:90;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

EG
Expert

Re: Internet and TV frequently dropping

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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ComcastTambrey
Official Employee

Re: Internet and TV frequently dropping

Hello, mlund05! Welcome to the Xfinity Forums.

I appreciate you taking the time to work with EG to try and narrow down the cause of your interruptions. I would love to take a closer look and make sure we get your service repaired so you can continue to enjoy it! Please send me a private message with your first and last name, as well as your service address so I can assist. 

 

 To send a private message, click my name "ComcastTambrey", then click "send a message".


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