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Internet and "On Demand" drop off line.

93Ranger
Frequent Visitor

Internet and "On Demand" drop off line.

I have been having a problem ( 3-4 weeks) with my internet connection simply dropping off line. I installed a new modem to see if the old one was worn out but the problem persists. Using the normal off/on sequence for the modem does not work. The only way to get the internet back on is to disconnect the cable connection from the modem and connect it back on. Internet returns, sometimes for a few days.  One other odd thing is that whenever this happens the "On Demand" function for the TV stops working and gives me error messages. The TV still works for all other funtions except "On Demand" This function returns as soon as the internet connection returns. Cannot imagine how these two are connected. Could there be a problem with the line coming into the house? Driving me nuts!

EG
Expert

Re: Internet and "On Demand" drop off line.

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.

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




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93Ranger
Frequent Visitor

Re: Internet and "On Demand" drop off line.

Downstream power level ranges from -4.3 to -5.8

Upstream power level constant at 54

SNR ranges from 30.8 to 40.3

Motorola Cabel Modem

24X8

Model MB7621 

EVENT LOG

1 07:28:17 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:01:5c:75:e0:5d;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:28:38 2020    Critical (3)   No UCDs Received - Timeout;;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:28:43 2020    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:29:00 2020    Critical (3)   No UCDs Received - Timeout;;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:30:02 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:01:5c:75:e0:5d;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:34:59 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:01:5c:75:e0:5d;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:35:02 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:01:5c:75:e0:5d;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:35:53 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:01:5c:75:e0:5d;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:36:11 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:01:5c:75:e0:5d;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:37:44 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:01:5c:75:e0:5d;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:37:51 2020    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:38:49 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:01:5c:75:e0:5d;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:44:07 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:01:5c:75:e0:5d;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:44:44 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:01:5c:75:e0:5d;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:45:27 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:01:5c:75:e0:5d;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:47:26 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:01:5c:75:e0:5d;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:49:58 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:01:5c:75:e0:5d;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:50:03 2020    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:50:05 2020    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:50:10 2020    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:50:13 2020    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:50:18 2020    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:50:19 2020    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:50:20 2020    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:50:21 2020    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:50:29 2020    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:51:28 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:01:5c:75:e0:5d;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:54:42 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:01:5c:75:e0:5d;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:55:42 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:01:5c:75:e0:5d;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:56:17 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:01:5c:75:e0:5d;CM-QOS=1.0;CM-VER=3.0; 
 Wed Jul 01 07:57:50 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:67:c8:2d;CMTS-MAC=00:01:5c:75:e0:5d;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
93Ranger
Frequent Visitor

Re: Internet and "On Demand" drop off line.

IT is a Motorola

EG
Expert

Re: Internet and "On Demand" drop off line.

The upstream power is out of spec. Since the on-demand is also being affected it may be best to get a tech visit to investigate / correct the problem. It's likely to be an overall line / connection quality issue, perhaps outside. Good luck with it !



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