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Wrkirkman114
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8 Messages

Monday, September 21st, 2020 9:00 PM

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Internet connection drops frequently

Hi all. Similar to some other posts, I have been experiencing internet connectivity dropping frequently, both wired and wifi. I didn't notice this prior to the pandemic, but I'm thinking the issue wasn't as noticeable since we were only using internet recreationally. Now with work and school from home, frequent loss of internet may as well not work at all.

I've tried 2 different Netgear C6250 as well as my previous Motorolla SB6141 and experience the same issue. I upped my speed from 75 to 200 mbps. I had a tech out who switched out my splitter and tightened connections.

It seems the down power level may be too high (up to 12 or 13) around the times of connectivity loss. Up power level (up to 47) seems fine, SNR (about 39) seems fine according to what I've read.

Can't post pic of modem status, but I'll see if I can paste it in next post somehow.

Help! Thank you.

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5 years ago

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Wrkirkman114

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8 Messages

5 years ago

Here's some of the log from what looks like around the time of connectivity loss (though uncertain, the loss was more noticeable to me earlier in the day when everyone was working).

[DHCP IP: 192.168.0.12] to MAC address 74:40:be:5f:50:5a 1 Mon Sep 21 18:36:14 2020 0.0.0.0:0 0.0.0.0:0
[Internet connected] IP address: 67.168.82.29 1 Mon Sep 21 18:34:29 2020 0.0.0.0:0 0.0.0.0:0
[DHCP IP: 192.168.0.16] to MAC address cc:f9:e4:d5:22:c6 1 Mon Sep 21 18:34:27 2020 0.0.0.0:0 0.0.0.0:0
[Time synchronized with ToD server] 1 Mon Sep 21 18:34:17 2020 0.0.0.0:0 0.0.0.0:0
[DHCP IP: 192.168.0.12] to MAC address 74:40:be:5f:50:5a 1 Mon Sep 21 18:34:16 2020 0.0.0.0:0 0.0.0.0:0
[DHCP IP: 192.168.0.12] to MAC address 74:40:be:5f:50:5a 1 Mon Sep 21 18:34:15 2020 0.0.0.0:0 0.0.0.0:0
[DHCP IP: 192.168.0.16] to MAC address cc:f9:e4:d5:22:c6 1 Mon Sep 21 18:34:10 2020 0.0.0.0:0 0.0.0.0:0
[DHCP IP: 192.168.0.16] to MAC address cc:f9:e4:d5:22:c6 1 Mon Sep 21 18:34:08 2020 0.0.0.0:0 0.0.0.0:0
[DHCP IP: 192.168.0.11] to MAC address 88:d7:f6:4d:a5:83 1 Mon Sep 21 18:33:54 2020 0.0.0.0:0 0.0.0.0:0
[Internet disconnected] 1 Mon Sep 21 18:33:47 2020 0.0.0.0:0 0.0.0.0:0
[DHCP IP: 192.168.0.12] to MAC address 74:40:be:5f:50:5a 1 Mon Sep 21 18:32:17 2020

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Wrkirkman114

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8 Messages

5 years ago

This is upstream

Upstream Bonded Channels (Partial Service)
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Not Locked Unknown 3 0 Ksym/sec 17300000 Hz 0.0 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 30100000 Hz 44.5 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 36500000 Hz 45.5 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 23700000 Hz 47.5 dBmV

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Wrkirkman114

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8 Messages

5 years ago

Unsure how this will come out, but here goes a paste.

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 25 615000000 Hz 7.5 dBmV 38.7 dB 0 0
2 Locked QAM256 29 639000000 Hz 8.6 dBmV 39 dB 0 0
3 Locked QAM256 33 663000000 Hz 11.5 dBmV 39.2 dB 0 0
4 Locked QAM256 34 669000000 Hz 12 dBmV 39.2 dB 0 0
5 Locked QAM256 35 675000000 Hz 12.2 dBmV 39 dB 0 0
6 Locked QAM256 21 591000000 Hz 8.1 dBmV 39.1 dB 0 0
7 Locked QAM256 22 597000000 Hz 8.1 dBmV 39.2 dB 4 0
8 Locked QAM256 23 603000000 Hz 8.5 dBmV 39.3 dB 0 0
9 Locked QAM256 24 609000000 Hz 7.8 dBmV 39 dB 0 0
10 Locked QAM256 36 681000000 Hz 12.5 dBmV 39.1 dB 0 0
11 Locked QAM256 26 621000000 Hz 7.2 dBmV 38.5 dB 0 0
12 Locked QAM256 27 627000000 Hz 7.2 dBmV 38.5 dB 0 0
13 Locked QAM256 28 633000000 Hz 7.2 dBmV 38.6 dB 0 0
14 Locked QAM256 30 645000000 Hz 9 dBmV 39 dB 0 0
15 Locked QAM256 31 651000000 Hz 9.6 dBmV 39 dB 0 0
16 Locked QAM256 32 657000000 Hz 10.4 dBmV 39.1 dB 0 0

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Wrkirkman114

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8 Messages

5 years ago

Seems the forums are hot with this similar issue. Anyone have anyway to assist?

Please and thank you.

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Wrkirkman114

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8 Messages

5 years ago

Here's another log from just a few moments ago. I see some T3 and T4 issues.

2020-9-22, 15:17:19 Notice (6) Honoring MDD; IP provisioning mode = IPv6
2020-9-22, 15:17:06 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=44:a5:6e:b2:8d:28;CMTS-MAC=2c:86:d2:88:ed:60;CM-QOS=1.0;CM-VER=3.0;
2020-9-22, 15:16:54 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:a5:6e:b2:8d:28;CMTS-MAC=2c:86:d2:88:ed:60;CM-QOS=1.1;CM-VER=3.0;
2020-9-22, 15:16:45 Warning (5) Dynamic Range Window violation
2020-9-22, 15:16:41 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=44:a5:6e:b2:8d:28;CMTS-MAC=2c:86:d2:88:ed:60;CM-QOS=1.1;CM-VER=3.0;
2020-9-22, 15:16:35 Warning (5) Dynamic Range Window violation
2020-9-22, 15:16:34 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:a5:6e:b2:8d:28;CMTS-MAC=2c:86:d2:88:ed:60;CM-QOS=1.1;CM-VER=3.0;
2020-9-22, 15:16:25 Warning (5) Dynamic Range Window violation
2020-9-22, 15:16:21 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=44:a5:6e:b2:8d:28;CMTS-MAC=2c:86:d2:88:ed:60;CM-QOS=1.1;CM-VER=3.0;
2020-9-22, 15:16:05 Warning (5) Dynamic Range Window violation
2020-9-22, 15:16:01 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=44:a5:6e:b2:8d:28;CMTS-MAC=2c:86:d2:88:ed:60;CM-QOS=1.1;CM-VER=3.0;
2020-9-22, 15:15:45 Warning (5) Dynamic Range Window violation
2020-9-22, 15:14:14 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:a5:6e:b2:8d:28;CMTS-MAC=2c:86:d2:88:ed:60;CM-QOS=1.1;CM-VER=3.0;
2020-9-22, 15:13:45 Warning (5) Dynamic Range Window violation
2020-9-22, 15:13:41 Critical (

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Wrkirkman114

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8 Messages

5 years ago

Still no response from xfinity. I've since installed a 6 db attenuator before my switch. Lowered ds power to 0 to 2 which is in good range if I understand correctly. Raised upstream to 40 to 42, which is in good range as well, I think...?

Anecdotally, I think this reduced issues, but has not resolved entirely. Logs indicate I'm still having T3 and T4 issues. Also noticed during an internet drop today, upstream channel 1 was not locked and power at 0. Any ideas what's going on?

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Wrkirkman114

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8 Messages

5 years ago

Still no response from xfinity, still experiencing T3 and T4 issues. Based on what I'm witnessing, it looks like I may get a surge in upstream power around the time of internet connectivity drops. I'll try to capture the power levels at the time of a drop.

Getting pretty frustrated here that phone support can't help and no one seems to be responding on this forum. Going to start shopping what other service providers I can try out because this issue is without a doubt coming from xfinity.

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