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Internet connection issues

Highlighted
Regular Visitor

Internet connection issues

My modem has an issue with where it loses it's connection with the internet randomly. Usually occurs once or twice in a day. The issue occurs when using an ethernet cable or WiFi connection. It's an annoyance I could deal with, but now that I have to work from home I need to get it straighten out.

 

Tech came out two weeks ago and couldn't find anything wrong with the connections. Replace the old modem with a Cisco DPC3941T, but the issue persists.

 

Log example below.

 

[Dhcpc][19903]: erouter0 got new IP 76.107.05.212 2020/4/07 20:42:39 Notice
[Dhcpc][32407]: erouter0 got new IP 76.107.05.212 2020/4/07 18:58:53 Notice
[Dhcpc][23614]: erouter0 got new IP 76.107.05.212 2020/4/07 18:26:50 Notice
[Docsis][941]: Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out 2020/4/07 15:35:39 Warning
[Docsis][941]: Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out 2020/4/07 15:34:49 Warning
[Docsis][941]: Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out 2020/4/07 15:34:29 Warning
[Docsis][941]: Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out 2020/4/07 15:34:09 Warning
[Docsis][941]: Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out 2020/4/07 15:33:19 Warning
[Docsis][941]: Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out 2020/4/07 15:32:59 Warning
[Docsis][941]: Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out 2020/4/07 15:32:39 Warning
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:31:49 Warning
[Docsis][941]: Unicast Ranging Received Abort Response - initializing MAC 2020/4/07 15:31:49 Critical
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:31:29 Warning
[Docsis][941]: Unicast Ranging Received Abort Response - initializing MAC 2020/4/07 15:31:29 Critical
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:31:09 Warning
[Docsis][941]: Unicast Ranging Received Abort Response - initializing MAC 2020/4/07 15:31:09 Critical
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:30:02 Warning
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:30:01 Warning
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:29:17 Warning
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:29:16 Warning
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:29:15 Warning
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:29:14 Warning
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:29:13 Warning
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:29:13 Warning
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:29:12 Warning
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:29:12 Warning
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:29:11 Warning
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:29:10 Warning
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:29:09 Warning
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:29:08 Warning
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:29:07 Warning
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:29:06 Warning
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:29:05 Warning
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:29:04 Warning
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:29:03 Warning
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:29:02 Warning
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:29:01 Warning
[Docsis][941]: No Ranging Response received - T3 time-out 2020/4/07 15:29:00 Warning
[Harvester][816]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 2020/4/07 15:10:47 Notice
[Dhcpc][1921]: erouter0 got new IP 76.107.05.212 2020/4/07 15:10:21 Notice
[Dhcpc][16282]: erouter0 T1 Expired, Enter Renew State 2020/4/05 19:05:33 Notice

 

Downstream Channel Bonding Value        
           
Index Lock Status Frequency SNR Power Level Modulation
1 Locked 507 MHz 40.366 dB -1.200 dBmV 256 QAM
2 Locked 429 MHz 40.366 dB -1.200 dBmV 256 QAM
3 Locked 435 MHz 40.366 dB -1.200 dBmV 256 QAM
4 Locked 447 MHz 40.366 dB -0.700 dBmV 256 QAM
5 Locked 453 MHz 40.946 dB -1.000 dBmV 256 QAM
6 Locked 459 MHz 40.366 dB -1.000 dBmV 256 QAM
7 Locked 465 MHz 40.946 dB -1.000 dBmV 256 QAM
8 Locked 471 MHz 40.366 dB -1.300 dBmV 256 QAM
9 Locked 477 MHz 40.366 dB -1.100 dBmV 256 QAM
10 Locked 483 MHz 40.946 dB -1.200 dBmV 256 QAM
11 Locked 489 MHz 40.366 dB -1.300 dBmV 256 QAM
12 Locked 495 MHz 40.946 dB -1.200 dBmV 256 QAM
13 Locked 501 MHz 40.946 dB -1.300 dBmV 256 QAM
14 Locked 513 MHz 40.366 dB -1.100 dBmV 256 QAM
15 Locked 519 MHz 40.946 dB -1.200 dBmV 256 QAM
16 Locked 525 MHz 40.366 dB -1.000 dBmV 256 QAM
17 Locked 531 MHz 40.366 dB -1.200 dBmV 256 QAM
18 Locked 537 MHz 40.946 dB -1.000 dBmV 256 QAM
19 Locked 543 MHz 40.366 dB -1.100 dBmV 256 QAM
20 Locked 549 MHz 40.366 dB -1.300 dBmV 256 QAM
21 Locked 555 MHz 40.366 dB -1.200 dBmV 256 QAM
22 Locked 561 MHz 40.366 dB -0.800 dBmV 256 QAM
23 Locked 567 MHz 40.946 dB -0.900 dBmV 256 QAM
24 Locked 573 MHz 40.946 dB -1.000 dBmV 256 QAM

 

Upstream Channel Bonding Value          
             
Index Lock Status Frequency Symbol Rate Power Level Modulation Channel Type
1 Locked 29 MHz 5120 KSym/sec 50.000 dBmV 64 QAM ATDMA
2 Locked 23 MHz 5120 KSym/sec 50.000 dBmV 64 QAM ATDMA
3 Locked 35 MHz 5120 KSym/sec 51.500 dBmV 64 QAM ATDMA

 

 

Highlighted
Expert

Re: Internet connection issues

The upstream power is too high 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, and latency problems.

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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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Highlighted
Regular Visitor

Re: Internet connection issues

My splitter for the modem and cable box is a bi-directional 5-1002 MHz. I tried connecting the modem directly to the port and the issue reoccurs. The coax wire is pretty new and the connections are tight. I didn't notice any corrosion or oxidation when I checked them.

 

I have had serveral techs come to my apartment to investigate over the years and none have found any issues with the connection from Comcast's equipment on the side of the building to my unit. I'm wondering if there is an issue with Comcast's equipment upstream. I will bring up the upstream power being too high and ask if there are any other splitters that could eliminated the next time a tech comes to visit.

 

Thank you.

Highlighted
Expert

Re: Internet connection issues

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Good luck with it !



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!