Community Forum

Internet drops daily, neighbor losing internet and tv at same time for ~30 minutes

Highlighted
Regular Visitor

Internet drops daily, neighbor losing internet and tv at same time for ~30 minutes

My internet is great, I have been very happy.   I have a brief disconnect around the same time every day but it seems relatively short so I don't worry about it.  Today I was talking with my next door neighbor who recently had Comcast installed (we share the node at the street) and he commented that his internet and tv drop for 20-30 minutes every night during primetime.  Comcast came out yesterday and didn't see any issues.  It got me thinking that it seems we are both losing connection at the same time, so tonight at 7:31 pm my connection dropped as it has the last 3 nights and I texted him and he said his tv and internet were out and not back yet.  So I did some reading and digging and felt I should post my logs and see if someone here could offer some help as the Comcast tech that came out yesterday did not seem to have any solutions.

 

Here are my modem signal levels:

 

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 483000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv6 only
 
<tabindex=-1>Downstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 1 483000000 Hz -7.8 dBmV 37.1 dB 0 0
2 Locked QAM256 2 489000000 Hz -7.5 dBmV 39.7 dB 0 0
3 Locked QAM256 3 495000000 Hz -7.7 dBmV 39.6 dB 0 0
4 Locked QAM256 4 501000000 Hz -7.7 dBmV 39.5 dB 0 0
5 Locked QAM256 5 507000000 Hz -7.4 dBmV 35.6 dB 0 0
6 Locked QAM256 6 513000000 Hz -7.9 dBmV 39.5 dB 0 0
7 Locked QAM256 7 519000000 Hz -8.0 dBmV 39.5 dB 0 0
8 Locked QAM256 8 525000000 Hz -8.0 dBmV 39.5 dB 0 0
9 Locked QAM256 9 531000000 Hz -8.1 dBmV 39.4 dB 0 0
10 Locked QAM256 10 537000000 Hz -7.8 dBmV 39.6 dB 0 0
11 Locked QAM256 11 543000000 Hz -7.7 dBmV 39.6 dB 0 0
12 Locked QAM256 12 549000000 Hz -7.5 dBmV 39.7 dB 0 0
13 Locked QAM256 13 555000000 Hz -7.3 dBmV 39.7 dB 0 0
14 Locked QAM256 14 561000000 Hz -7.4 dBmV 39.6 dB 0 0
15 Locked QAM256 15 567000000 Hz -7.3 dBmV 39.6 dB 0 0
16 Locked QAM256 16 573000000 Hz -7.3 dBmV 39.5 dB 0 0
17 Locked QAM256 17 579000000 Hz -7.4 dBmV 40.3 dB 0 0
18 Locked QAM256 18 585000000 Hz -7.2 dBmV 40.3 dB 0 0
19 Locked QAM256 19 591000000 Hz -7.3 dBmV 40.2 dB 0 0
20 Locked QAM256 20 597000000 Hz -6.9 dBmV 39.9 dB 0 0
21 Locked QAM256 21 603000000 Hz -7.0 dBmV 39.9 dB 0 0
22 Locked QAM256 22 609000000 Hz -7.0 dBmV 40.0 dB 0 0
23 Locked QAM256 25 627000000 Hz -6.7 dBmV 40.3 dB 0 0
24 Locked QAM256 32 669000000 Hz -6.1 dBmV 40.0 dB 0 0
 
<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 Ksym/sec 23000000 Hz 54.0 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 35800000 Hz 54.0 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 29400000 Hz 54.0 dBmV
4 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 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
 
Current System Time: Sat Dec 28 21:27:43 2019
System Up Time: 1:46:27

 

Here are my error logs on my modem:

 

2019-12-28, 19:31:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-26, 19:30:10 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-26, 19:29:54 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-25, 19:29:44 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-25, 19:29:29 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-24, 19:29:17 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-24, 19:29:06 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-24, 19:29:03 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-23, 19:28:37 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-22, 19:28:23 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-22, 19:28:12 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-21, 19:27:46 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-20, 19:27:31 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-20, 19:27:20 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-19, 19:26:54 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-18, 19:26:44 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-18, 19:26:29 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-17, 19:26:03 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-16, 19:26:55 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-16, 19:26:55 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-16, 19:26:55 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-16, 19:25:37 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-14, 19:25:03 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-14, 19:24:47 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-13, 19:24:21 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-10, 19:23:22 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-10, 19:23:11 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-10, 19:23:07 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-09, 19:22:41 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-08, 19:22:27 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
Highlighted
Expert

Re: Internet drops daily, neighbor losing internet and tv at same time for ~30 minutes

The downstream power is weak and the upstream power is too high. 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.



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!
Highlighted
Regular Visitor

Re: Internet drops daily, neighbor losing internet and tv at same time for ~30 minutes

Thank you for the quick response and suggestions.  So to give you a better picture of my setup, I do not have cable tv, only internet and the line coming in goes to the access box where there was a 5 way splitter, so when Comcast came and hooked up my service and saw I would not be using cable tv, he bypassed the splitter and just used a F-type coxial connector to connect the line straight through to the line running to where the modem would be installed.

Highlighted
Expert

Re: Internet drops daily, neighbor losing internet and tv at same time for ~30 minutes

O/k well if nothing applies, then as stated, get a tech out to investigate. Good luck !



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!
Highlighted
Regular Visitor

Re: Internet drops daily, neighbor losing internet and tv at same time for ~30 minutes

Thank you for your help.  I will put a call in tomorrow.  I was hoping to perhaps get someone within the company that may be able to look more internally as I feel since a tech was just out on Friday and couldn't seem to figure out the issue or fix it that having another come out will just result in the same.  Here is the connection between the house and the outside line.  I apologize it is not an F-Type connector but there is only one connection, no real splits.

 

ss+(2019-12-29+at+08.02.19).jpg

 

just a few seconds off from last nights drop:

 

2019-12-29, 19:31:48 Warning (5) MDD message timeout;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;
2019-12-29, 19:31:43 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:7f:b9:26:dd:a8;CMTS-MAC=00:01:5c:a8:f2:7c;CM-QOS=1.1;CM-VER=3.0;