Regular Visitor
•
2 Messages
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 |
EG
Expert
•
111.4K Messages
5 years ago
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.
0
0
jab183
Regular Visitor
•
2 Messages
5 years ago
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.
0
0
EG
Expert
•
111.4K Messages
5 years ago
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 !
0
0