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Internet connection dropping intermittently
I purchased a Netgear AC1750 WiFi Cable Modem Router on 7/22/2020. Ever since I connected it to my service, I lose my internet connection periodically. I contacted Netgear, and they showed me how to read the event log in the gateway and based on the messages there, they told me to notify Comcast. I contacted Comcast and the customer service agent checked my modem (found it to be fine) and sent a refresh signal to my device, which did not solve the problem. I have repeated this process six times, and each time they do the same exact thing and tell me to observe my internet connection and notify them if it happens again. I am to the point where if they do not get this fixed, I am going elsewhere for my internet service.
Below is the event log and the information from the cable connection:
| Time | Priority | Description |
| Aug 04 2020 10:29:13 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 04 2020 10:24:49 | Warning (5) | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 |
| Aug 04 2020 10:24:33 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 04 2020 10:23:53 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
| Aug 04 2020 10:19:35 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 04 2020 10:13:25 | Warning (5) | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 |
| Aug 04 2020 10:09:29 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
| Aug 04 2020 10:08:40 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 04 2020 10:08:13 | Warning (5) | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 |
| Aug 04 2020 10:07:13 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
| Aug 04 2020 10:02:14 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 04 2020 09:44:15 | Warning (5) | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 |
| Aug 04 2020 09:43:12 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 04 2020 09:42:45 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
| Aug 04 2020 08:05:57 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 04 2020 08:04:48 | Critical (3) | SYNC Timing Synchronization failure - Loss of Sync |
| Aug 03 2020 12:37:56 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 02 2020 23:58:59 | Critical (3) | SYNC Timing Synchronization failure - Loss of Sync |
| Aug 02 2020 23:34:15 | Warning (5) | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 02 2020 23:31:07 | Error (4) | CheckDmgProvision dmg_provisioning process is not running, need to restart. |
| Aug 02 2020 23:09:02 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 02 2020 22:44:19 | Warning (5) | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 |
| Aug 02 2020 22:43:46 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 02 2020 22:43:14 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
| Aug 02 2020 22:39:03 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 02 2020 22:38:56 | Critical (3) | Unicast Maintenance Ranging attempted - No response - Retries exhausted |
| Aug 02 2020 22:38:56 | Critical (3) | Ranging Request Retries exhausted |
| Aug 02 2020 20:33:19 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 02 2020 19:48:11 | Warning (5) | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 |
| Aug 02 2020 19:47:20 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
| Aug 02 2020 19:43:04 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 02 2020 19:42:40 | Critical (3) | Unicast Maintenance Ranging attempted - No response - Retries exhausted |
| Aug 02 2020 19:42:39 | Critical (3) | Ranging Request Retries exhausted |
| Aug 02 2020 16:01:31 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 02 2020 16:01:08 | Warning (5) | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 |
| Aug 02 2020 15:58:53 | Error (4) | CheckDmgProvision dmg_provisioning process is not running, need to restart. |
| Aug 02 2020 13:40:22 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 02 2020 13:40:15 | Critical (3) | Unicast Maintenance Ranging attempted - No response - Retries exhausted |
| Aug 02 2020 13:40:15 | Critical (3) | Ranging Request Retries exhaust |
| Startup Procedure | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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| Downstream Bonded Channels | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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| Upstream Bonded Channels | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Is there something I am missing that they can possibly fix, or do I have to return my modem? |
EG
Expert
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111.6K Messages
5 years ago
The upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
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