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Internet drops 3-5 times a day

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Internet drops 3-5 times a day

Like others in my area, I am having multiple Internet drops, 3-5 times a day that last 4-10 minutes on average. I have seen multiple people posting on Facebook and Next Door having this issue. I have made multiple calls to customer service and they just walk me through the normal steps of rebooting the modem. I had a tech out a week ago and he was able to determine that lines and equipment were good and showed me the status check with everything green. The modem is the only device connected as we do not have TV service.

 

Modem is a Motorola DB8600

 

Connection
   Startup Sequence    
   Startup Step Status Comment

  
   Acquire Downstream Channel 603000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational

  
   Configuration File OK  
  
   Security Enabled BPI+
  


   Connection Status    
   System Up Time 3 days 17h:37m:56s  
  
   Network Access Allowed  
  


   Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (d Corrected Uncorrected
   1 Locked QAM256 25 603.0 -3.5 41.4 0 0
   2 Locked QAM256 1 453.0 -3.4 41.5 0 0
   3 Locked QAM256 2 459.0 -3.4 41.4 0 0
   4 Locked QAM256 3 465.0 -3.2 41.6 0 0
   5 Locked QAM256 4 471.0 -2.9 41.6 0 0
   6 Locked QAM256 5 477.0 -2.5 41.8 0 0
   7 Locked QAM256 6 483.0 -2.2 41.7 0 0
   8 Locked QAM256 7 489.0 -1.9 42.0 0 0
   9 Locked QAM256 8 495.0 -1.7 42.1 0 0
   10 Locked QAM256 9 507.0 -2.3 41.8 0 0
   11 Locked QAM256 10 513.0 -2.9 41.6 0 0
   12 Locked QAM256 11 519.0 -3.5 41.3 0 0
   13 Locked QAM256 12 525.0 -4.0 41.3 0 0
   14 Locked QAM256 13 531.0 -4.4 41.2 0 0
   15 Locked QAM256 14 537.0 -4.7 41.0 0 0
   16 Locked QAM256 15 543.0 -4.8 41.2 0 0
   17 Locked QAM256 16 549.0 -4.6 41.1 0 0
   18 Locked QAM256 17 555.0 -4.0 41.3 0 0
   19 Locked QAM256 18 561.0 -3.4 41.5 0 0
   20 Locked QAM256 19 567.0 -2.5 41.8 0 0
   21 Locked QAM256 20 573.0 -1.9 42.0 0 0
   22 Locked QAM256 21 579.0 -1.5 42.1 0 0
   23 Locked QAM256 22 585.0 -1.9 41.6 0 0
   24 Locked QAM256 23 591.0 -2.9 41.7 0 0
   25 Locked QAM256 24 597.0 -3.1 41.6 0 0
   26 Locked QAM256 26 609.0 -4.1 41.3 0 0
   27 Locked QAM256 27 615.0 -4.4 41.0 0 0
   28 Locked OFDM PLC 37 690.0 -4.6 15.5 519854846 0
   29 Locked QAM256 38 429.0 -1.0 41.7 0 0
   30 Locked QAM256 39 435.0 -1.7 41.7 0 0
   31 Locked QAM256 40 441.0 -2.5 41.5 0 0
   32 Locked QAM256 41 447.0 -3.2 41.4 0 0


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 5120 35.8 46.0
   2 Locked SC-QAM 2 5120 29.4 46.0
   3 Locked SC-QAM 3 5120 23.0 45.5
   4 Locked SC-QAM 4 5120 16.6 45.3

 

 

Event Log

 

   Log  
  
    Time    Priority    Description 
    10:16:56
Sun Nov 17 2019
  Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:16:57
Sun Nov 17 2019
  Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:16:57
Sun Nov 17 2019
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:16:59
Sun Nov 17 2019
  Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:16:59
Sun Nov 17 2019
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:17:03
Sun Nov 17 2019
  Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:17:13
Sun Nov 17 2019
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:17:22
Sun Nov 17 2019
  Notice (6)   CM-STATUS message sent. Event Type Code: 7; Chan ID: 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:17:32
Sun Nov 17 2019
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:17:53
Sun Nov 17 2019
  Notice (6)   CM-STATUS message sent. Event Type Code: 7; Chan ID: 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:18:02
Sun Nov 17 2019
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:18:23
Sun Nov 17 2019
  Notice (6)   CM-STATUS message sent. Event Type Code: 7; Chan ID: 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:18:49
Sun Nov 17 2019
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:19:24
Sun Nov 17 2019
  Notice (6)   CM-STATUS message sent. Event Type Code: 7; Chan ID: 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:20:30
Sun Nov 17 2019
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:20:45
Sun Nov 17 2019
  Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:20:48
Sun Nov 17 2019
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:20:48
Sun Nov 17 2019
  Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:21:01
Sun Nov 17 2019
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:21:03
Sun Nov 17 2019
  Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:21:18
Sun Nov 17 2019
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:21:21
Sun Nov 17 2019
  Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    10:21:30
Sun Nov 17 2019
  Notice (6)   DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1.;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:21:36
Sun Nov 17 2019
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:21:58
Sun Nov 17 2019
  Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:21:58
Sun Nov 17 2019
  Warning (5)   Dynamic Range Window violation
    10:21:58
Sun Nov 17 2019
  Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:21:58
Sun Nov 17 2019
  Warning (5)   Dynamic Range Window violation
    10:21:58
Sun Nov 17 2019
  Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:21:58
Sun Nov 17 2019
  Warning (5)   Dynamic Range Window violation
    10:21:58
Sun Nov 17 2019
  Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:4e:82:05;CMTS-MAC=00:01:5c:67:64:63;CM-QOS=1.1;CM-VER=3.1;
    10:21:58
Sun Nov 17 2019
  Warning (5)   Dynamic Range Window violation

 

Expert

Re: Internet drops 3-5 times a day

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !



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Official Employee

Re: Internet drops 3-5 times a day

Hi and thank you for posting, Abiathar. We know ongoing issues of this nature can be extremely frustrating and we want to help you reach a solution. Have you happened to receive any door tag at all at your home? We sometimes leave them behind if we run checks in the area and notice a location that is not within spec. They normally just hang on your front door with a short description. I briefly checked your area, which is why I'm asking. Please let me know whenever you get a moment and depending on that, we can determine next steps. Thanks!


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!
New Poster

Re: Internet drops 3-5 times a day

No door tags at any time over the last month and I verified none in the last day or so.  I had a Comcast tech out on the 8th that verified all lines in the house were in spec and nothing was wrong here. I continue to see the drops, 3 before noon today, and each time, the status center shows an outage in the area and not just my specific address. Though it takes a few minutes for that status to show, it almost always shows an outage in the area.

New Poster

Re: Internet drops 3-5 times a day

Still going on, been nearly 2 months now. My neighbor is having the same issues and has not had any door hangers either and I continue to see random posts on social media. Not sure what, if anything, Comcast/Xfinity is doing, but I'll keep calling and complaining until either it gets fixed or they stop charging me till it is fixed. We have moved well past even ridiculous on this, it was unacceptable when it lasted more than a week. If there were options here I would have switched long ago but unfortunately, AT&T ends around the corner from me and United Communications only has up to 25 Mb DSL available.