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Internet drops out mutliple times a day

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Internet drops out mutliple times a day

My internet is randomly dropping for approx. 60 seconds multiple times a day. Resetting the modem and router only fix the issue temporarily. I have even connected my PC directly to the modem to isolate the issue which shows that its either the modem or ISP. When the issue does occur I have been able to capture the following logs on my modem which indicates an upstream signal issue.

 

04/28/2020 09:11 74010100 6 "CM-STATUS message sent. Event Type Code: 6; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=3c:04:61:ff:8a:e1;CMTS-MAC=00:9e:1e:58:02:3e;CM-QOS=1.1;CM-VER=3.1;"
04/28/2020 09:11 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=3c:04:61:ff:8a:e1;CMTS-MAC=00:9e:1e:58:02:3e;CM-QOS=1.1;CM-VER=3.1;"
04/28/2020 09:10 2436694061 5 "Dynamic Range Window violation"
04/28/2020 09:10 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=3c:04:61:ff:8a:e1;CMTS-MAC=00:9e:1e:58:02:3e;CM-QOS=1.1;CM-VER=3.1;"
04/28/2020 09:09 2436694061 5 "Dynamic Range Window violation"
04/28/2020 09:09 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=3c:04:61:ff:8a:e1;CMTS-MAC=00:9e:1e:58:02:3e;CM-QOS=1.1;CM-VER=3.1;"
04/28/2020 09:08 2436694061 5 "Dynamic Range Window violation"
04/28/2020 09:08 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=3c:04:61:ff:8a:e1;CMTS-MAC=00:9e:1e:58:02:3e;CM-QOS=1.1;CM-VER=3.1;"
04/28/2020 09:07 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=3c:04:61:ff:8a:e1;CMTS-MAC=00:9e:1e:58:02:3e;CM-QOS=1.1;CM-VER=3.1;"
04/28/2020 09:06 2436694061 5 "Dynamic Range Window violation"
04/28/2020 09:06 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=3c:04:61:ff:8a:e1;CMTS-MAC=00:9e:1e:58:02:3e;CM-QOS=1.1;CM-VER=3.1;"
04/28/2020 09:05 2436694061 5 "Dynamic Range Window violation"
04/28/2020 09:05 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=3c:04:61:ff:8a:e1;CMTS-MAC=00:9e:1e:58:02:3e;CM-QOS=1.1;CM-VER=3.1;"
04/28/2020 09:03 2436694061 5 "Dynamic Range Window violation"
04/28/2020 09:03 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=3c:04:61:ff:8a:e1;CMTS-MAC=00:9e:1e:58:02:3e;CM-QOS=1.1;CM-VER=3.1;"
04/28/2020 09:02 2436694061 5 "Dynamic Range Window violation"
04/28/2020 09:02 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=3c:04:61:ff:8a:e1;CMTS-MAC=00:9e:1e:58:02:3e;CM-QOS=1.1;CM-VER=3.1;"
04/28/2020 08:59 2436694061 5 "Dynamic Range Window violation"
04/28/2020 08:59 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=3c:04:61:ff:8a:e1;CMTS-MAC=00:9e:1e:58:02:3e;CM-QOS=1.1;CM-VER=3.1;"
04/28/2020 08:58 2436694061 5 "Dynamic Range Window violation"
04/28/2020 08:58 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=3c:04:61:ff:8a:e1;CMTS-MAC=00:9e:1e:58:02:3e;CM-QOS=1.1;CM-VER=3.1;"
04/28/2020 08:56 2436694061 5 "Dynamic Range Window violation"
04/28/2020 08:56 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=3c:04:61:ff:8a:e1;CMTS-MAC=00:9e:1e:58:02:3e;CM-QOS=1.1;CM-VER=3.1;"
04/28/2020 08:46 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=3c:04:61:ff:8a:e1;CMTS-MAC=00:9e:1e:58:02:3e;CM-QOS=1.1;CM-VER=3.1;"
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Expert

Re: Internet drops out mutliple times a day

What do the modem's signal stats look like ? 

Please 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 ?




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Re: Internet drops out mutliple times a day

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
29 Locked QAM256 633000000 Hz 0.9 dBmV 39.9 dB 802442 1024055
5 Locked QAM256 483000000 Hz 1.2 dBmV 40.8 dB 823076 980767
6 Locked QAM256 489000000 Hz 0.6 dBmV 40.4 dB 1274616 1420753
7 Locked QAM256 495000000 Hz -0.1 dBmV 36.4 dB 1181471 1792463
8 Locked QAM256 507000000 Hz 0.9 dBmV 40.7 dB 434700 946257
9 Locked QAM256 513000000 Hz 1.8 dBmV 40.9 dB 422378 900274
10 Locked QAM256 519000000 Hz 1.6 dBmV 40.9 dB 949836 1070997
11 Locked QAM256 525000000 Hz 1.4 dBmV 39.8 dB 852763 963101
12 Locked QAM256 531000000 Hz 1.4 dBmV 40.2 dB 570861 908619
13 Locked QAM256 537000000 Hz 1.9 dBmV 39.9 dB 569832 903122
14 Locked QAM256 543000000 Hz 1.7 dBmV 40.9 dB 974565 1120208
15 Locked QAM256 549000000 Hz 0.7 dBmV 40.5 dB 1085386 1124282
16 Locked QAM256 555000000 Hz 0.4 dBmV 39.6 dB 1079697 1025323
17 Locked QAM256 561000000 Hz 0.7 dBmV 40.3 dB 577614 871237
18 Locked QAM256 567000000 Hz 1.5 dBmV 39.6 dB 790986 944989
19 Locked QAM256 573000000 Hz 1.6 dBmV 40.3 dB 769619 1558244
20 Locked QAM256 579000000 Hz 1.1 dBmV 39.8 dB 964648 1087050
21 Locked QAM256 585000000 Hz 1.1 dBmV 39.8 dB 747462 1009795
22 Locked QAM256 591000000 Hz 1.1 dBmV 39.5 dB 617172 945588
23 Locked QAM256 597000000 Hz 1.4 dBmV 39.8 dB 610360 915470
24 Locked QAM256 603000000 Hz 1.4 dBmV 39.6 dB 619746 978287
25 Locked QAM256 609000000 Hz 1.2 dBmV 40.3 dB 492823 936851
26 Locked QAM256 615000000 Hz 1.3 dBmV 40.0 dB 560580 903781
27 Locked QAM256 621000000 Hz 1.5 dBmV 40.6 dB 614757 929927
28 Locked QAM256 627000000 Hz 1.3 dBmV 38.8 dB 692396 989770
30 Locked QAM256 639000000 Hz 0.3 dBmV 40.1 dB 666225 992190
31 Locked QAM256 645000000 Hz 0.2 dBmV 40.0 dB 672946 968835
32 Locked QAM256 651000000 Hz 0.3 dBmV 40.0 dB 513916 896233
33 Locked QAM256 657000000 Hz 0.5 dBmV 40.2 dB 459984 887447
34 Locked QAM256 663000000 Hz 0.7 dBmV 40.4 dB 510469 917086
35 Locked QAM256 669000000 Hz 0.5 dBmV 40.3 dB 715334 986831
36 Locked QAM256 675000000 Hz -0.3 dBmV 39.8 dB 871001 1036946
159 Locked Other 690000000 Hz 1.1 dBmV 35.5 dB 192217027 92855


 

 
Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 3 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 47.0 dBmV
2 1 Locked SC-QAM Upstream 16200000 Hz 6400000 Hz 45.0 dBmV
3 2 Locked SC-QAM Upstream 22700000 Hz 6400000 Hz 46.0 dBmV
4 4 Locked SC-QAM Upstream 35700000 Hz 6400000 Hz 48.0 dBmV
5 5 Locked SC-QAM Upstream 41200000 Hz 1600000 Hz 51.0 dBmV
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Expert

Re: Internet drops out mutliple times a day

The upstream power is on channel 5 is too high side 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.



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Re: Internet drops out mutliple times a day

Thanks, I spoke to a tech on the phone and they scheduled a tech to come onsite and look at the modem and lines. 

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Re: Internet drops out mutliple times a day

Good luck with it ! Please post back about how things turn out.



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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!