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Internet connection lost 5-6 times a day

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Internet connection lost 5-6 times a day

My Internet connection is lost multiple times a day. I tried to connect Xfinity customer service but they only provide help by restarting modem only

 

I'm using Netgear C6900 and I checked there are a lot of T3 and T4 connection timeout.

Event Logs:

 

Time

Priority

Description

2020-7-9, 11:19:27

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:19:11

Warning (5)

Dynamic Range Window violation

2020-7-9, 11:19:10

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:18:50

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:18:49

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:18:37

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:18:29

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:18:17

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:18:08

Warning (5)

Dynamic Range Window violation

2020-7-9, 11:18:05

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:17:48

Warning (5)

Dynamic Range Window violation

2020-7-9, 11:17:45

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:17:10

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:17:09

Critical (3)

16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:17:09

Critical (3)

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:17:09

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:16:57

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:16:49

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:16:37

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:16:28

Warning (5)

Dynamic Range Window violation

2020-7-9, 11:16:25

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:16:08

Warning (5)

Dynamic Range Window violation

2020-7-9, 11:16:05

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:15:30

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:15:29

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:15:17

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:15:09

Critical (3)

16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:15:09

Critical (3)

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:15:09

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:14:57

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:14:25

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:14:10

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:13:49

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:13:38

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:13:29

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:13:06

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:13:05

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:13:05

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

2020-7-9, 11:13:04

Warning (5)

Dynamic Range Window violation

2020-7-9, 11:13:03

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=############;CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

 

Please help me.

 

 

 

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Expert

Re: Internet connection lost 5-6 times a day

Please also 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 ?

Is this a WiFi connection ?



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New Poster

Re: Internet connection lost 5-6 times a day

Here are details

 

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 567000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 17 567000000 Hz 1.1 dBmV 37.3 dB 1849 1975
2 Locked QAM256 13 537000000 Hz 1.2 dBmV 37.4 dB 1780 1381
3 Locked QAM256 14 543000000 Hz 1 dBmV 37.2 dB 1862 1721
4 Locked QAM256 15 555000000 Hz 0.8 dBmV 37.1 dB 1796 1568
5 Locked QAM256 16 561000000 Hz 0.8 dBmV 37.1 dB 1798 1552
6 Locked QAM256 1 459000000 Hz 1.7 dBmV 37.6 dB 1832 1756
7 Locked QAM256 18 573000000 Hz 0.9 dBmV 37.2 dB 1905 1696
8 Locked QAM256 19 579000000 Hz 1 dBmV 37.2 dB 1803 1718
9 Locked QAM256 20 585000000 Hz 0.7 dBmV 36.9 dB 1812 2072
10 Locked QAM256 22 597000000 Hz 0.6 dBmV 36.7 dB 1866 1823
11 Locked QAM256 23 603000000 Hz 0.7 dBmV 34.7 dB 1907 1588
12 Locked QAM256 24 609000000 Hz 0.6 dBmV 36.1 dB 1695 1610
13 Locked QAM256 2 465000000 Hz 1.7 dBmV 37.6 dB 1809 1895
14 Locked QAM256 3 471000000 Hz 1.6 dBmV 37.7 dB 1939 2113
15 Locked QAM256 4 477000000 Hz 1.3 dBmV 37.5 dB 1959 2122
16 Locked QAM256 5 483000000 Hz 1.3 dBmV 37.5 dB 1946 1906
17 Locked QAM256 6 489000000 Hz 1.3 dBmV 37.8 dB 0 0
18 Locked QAM256 7 495000000 Hz 1.4 dBmV 37.8 dB 0 0
19 Locked QAM256 8 501000000 Hz 1.4 dBmV 37.8 dB 0 0
20 Locked QAM256 9 507000000 Hz 1.1 dBmV 37.5 dB 0 0
21 Locked QAM256 10 513000000 Hz 1.1 dBmV 37.5 dB 0 0
22 Locked QAM256 11 525000000 Hz 1.2 dBmV 37.5 dB 0 0
23 Locked QAM256 12 531000000 Hz 1.2 dBmV 37.7 dB 0 0
24 Locked QAM256 21 591000000 Hz 0.8 dBmV 36.8 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 4 5120 Ksym/sec 36500000 Hz 42.2 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 17300000 Hz 41.9 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 23700000 Hz 41.9 dBmV
4 Locked ATDMA 3 5120 Ksym/sec 30100000 Hz 41.8 dBmV
5 Locked ATDMA 5 1280 Ksym/sec 41200000 Hz 43.5 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Ksym/sec 0 Hz

0.0 dBmV

 

Make Netgear and model C6900

 

Yes it is a Wifi connection

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Expert

Re: Internet connection lost 5-6 times a day

The stats are good.  For a test, does a computer hardwired directly to the Netgear device with an ethernet cable have the same problem ?



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New Poster

Re: Internet connection lost 5-6 times a day

Never tried Ethernet cable. I will monitor from now.

Highlighted
Expert

Re: Internet connection lost 5-6 times a day

With this test, we are trying to isolate this from being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both.  It's a good first step of troubleshooting before we proceed any further.



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

Re: Internet connection lost 5-6 times a day

Have you updated your router's firmware ?
How old is the cable coming into the house.   Mine was from the 90's.  Was losing connections a lot, tech unplugged the outside wire to the outside connector and water was in the wire.  Replaced wire and 8 months later it's still fine.