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Internet drops for short periods, several times a day

Highlighted
Regular Visitor

Internet drops for short periods, several times a day

I've been having issues with my internet going out for 2-3 minute intervals, throughout the day.  It never stays off for long periods, and comes back without resetting anything. This is true for all devices - wired, wireless, etc. Several of my computers are wired directly to it, and it affects them equally.

 

To do some basic troubleshooting, I logged into the Gateway device I have, the XB3 (DPC3941T) Gateway given to me by Xfinity, and found the following warning:

 

[Docsis][946]: No Ranging Response received - T3 time-out2020/9/30 10:46:02Warning
[Docsis][946]: No Ranging Response received - T3 time-out2020/9/30 10:40:20Warning
[Docsis][946]: No Ranging Response received - T3 time-out2020/9/30 10:16:26Warning
[Docsis][946]: No Ranging Response received - T3 time-out2020/9/30 10:14:32

Warning

 

I've coped a few of them here, but there are literally over 100 of these a day, every day, all throughout the day. I usually have 4-5 of them an hour. 

 

Since I've seen requests for this, here's the values I'm getting for the "Xfinity Network":

 

IndexLock StatusFrequencySNRPower LevelModulation

Downstream
Channel Bonding Value
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
627 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
675 MHz
681 MHz
687 MHz
693 MHz
699 MHz
705 MHz
711 MHz
717 MHz
723 MHz
36.610 dB
37.356 dB
37.356 dB
36.610 dB
36.610 dB
36.387 dB
36.387 dB
36.387 dB
36.387 dB
36.387 dB
36.610 dB
36.387 dB
36.387 dB
36.387 dB
36.610 dB
36.610 dB
36.387 dB
36.387 dB
36.387 dB
36.610 dB
36.387 dB
36.387 dB
36.387 dB
36.387 dB
4.700 dBmV
4.700 dBmV
4.700 dBmV
4.500 dBmV
4.200 dBmV
4.000 dBmV
3.600 dBmV
3.500 dBmV
3.400 dBmV
3.300 dBmV
3.400 dBmV
3.100 dBmV
3.200 dBmV
3.300 dBmV
3.600 dBmV
3.600 dBmV
3.700 dBmV
3.800 dBmV
3.800 dBmV
3.900 dBmV
3.900 dBmV
4.100 dBmV
4.700 dBmV
4.800 dBmV
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM

 

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream
Channel Bonding Value
1
2
3
4
Locked
Locked
Locked
Locked
23 MHz
36 MHz
30 MHz
17 MHz
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
44.250 dBmV
44.250 dBmV
44.500 dBmV
43.250 dBmV
64 QAM
64 QAM
64 QAM
64 QAM
ATDMA
ATDMA
ATDMA
ATDMA

 

Any suggestions on what to try next? I'm inside of an apartment complex, so I don't have access to any splitters that might be in place, except the one for my apartment. For what it's worth, I hooked the Gateway straight up to the line coming in, bypassing the splitter, and it didn't stop the warnings from happening.

 

Do I need a tech to come and look at this?

 

Highlighted
Expert

Re: Internet drops for short periods, several times a day

The signal stats are o/k but the error log entries indicate 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 will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !



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Highlighted
Official Employee

Re: Internet drops for short periods, several times a day

Hello Geofram, thanks for reaching out to our Digital Care Team through our Forums page. We thank you for being a customer with us and I am sorry to hear about these constant disconnects you have been experiencing. I can imagine how frustrating and inconvenient that must be. We definitely want to get to the bottom of this so that we can get it corrected, and we would love to assist you with this! 

 

Can you please send me a Private Message including your first and last name as it appears on the account? 

 

To send me a Private Message, please click my name “ComcastAmira” and click “Send a message". 


I am an Official Comcast Employee.
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!