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Internet goes out multiple times everyday....

Frequent Visitor

Internet goes out multiple times everyday....

In the last month or two my internet has been going out multiple time through out the day and some of the cable channels get garbled from time to time.  When we first moved in to this house 2 yrs ago we had a service tech come out and he installed a Commscope Amplifier and everything was right as rain.

 

With the random number of disconnects through the day it's making online gaming and streaming unenjoyable.

 

The line coming in from the pole is split once to the amp. There are no other splitters. All wires coming out of the amp go directly to wall plates except the modem it connected directly to the wire comeing from the amp.

 

I have a Arris SB6183 modem which is about 4yrs old or so. I'll post what my Status Page and Event Log looks like.

 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 5 489000000 Hz 0.9 dBmV 43.0 dB 257 167
2 Locked QAM256 1 465000000 Hz 1.1 dBmV 43.2 dB 283 216
3 Locked QAM256 2 471000000 Hz 0.9 dBmV 43.1 dB 320 385
4 Locked QAM256 3 477000000 Hz 1.0 dBmV 43.1 dB 244 228
5 Locked QAM256 4 483000000 Hz 0.7 dBmV 42.9 dB 211 195
6 Locked QAM256 6 495000000 Hz 0.5 dBmV 42.6 dB 261 206
7 Locked QAM256 7 507000000 Hz 0.1 dBmV 41.0 dB 277 215
8 Locked QAM256 8 513000000 Hz 0.1 dBmV 42.5 dB 187 240
9 Locked QAM256 9 519000000 Hz 0.0 dBmV 42.5 dB 234 221
10 Locked QAM256 10 525000000 Hz -0.1 dBmV 42.4 dB 233 246
11 Locked QAM256 11 531000000 Hz -0.2 dBmV 42.3 dB 255 292
12 Locked QAM256 12 537000000 Hz -0.2 dBmV 42.3 dB 210 150
13 Locked QAM256 13 543000000 Hz -0.4 dBmV 42.2 dB 225 191
14 Locked QAM256 14 549000000 Hz -0.3 dBmV 42.3 dB 215 263
15 Locked QAM256 15 555000000 Hz -0.7 dBmV 42.0 dB 171 181
16 Locked QAM256 16 561000000 Hz -0.7 dBmV 42.0 dB 219 215

 

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 2 5120 Ksym/sec 29400000 Hz 43.5 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 35800000 Hz 42.5 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 23000000 Hz 42.0 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 16600000 Hz 41.5 dBm

 

 
Time Priority Description
Mon Jun 24 07:39:53 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
Mon Jun 24 07:39:55 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;
Mon Jun 24 07:39:55 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
Mon Jun 24 07:42:05 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
Mon Jun 24 07:56:03 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
Mon Jun 24 07:56:04 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;
Mon Jun 24 07:56:04 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
Mon Jun 24 07:58:14 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
Mon Jun 24 08:36:18 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
Mon Jun 24 08:41:25 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;
Mon Jun 24 08:41:45 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
Mon Jun 24 08:42:05 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;
Mon Jun 24 08:43:55 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
Mon Jun 24 11:03:19 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
Mon Jun 24 11:03:24 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;
Mon Jun 24 11:05:29 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
Mon Jun 24 11:50:39 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;
Mon Jun 24 11:51:15 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
Mon Jun 24 11:51:15 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;
Mon Jun 24 11:53:25 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
Mon Jun 24 11:54:58 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;
Mon Jun 24 11:55:34 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
Mon Jun 24 11:55:38 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;
Mon Jun 24 11:57:44 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
Mon Jun 24 18:29:21 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
Mon Jun 24 18:29:44 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;
Mon Jun 24 18:30:17 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
Mon Jun 24 19:10:32 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
Mon Jun 24 19:57:37 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;
Mon Jun 24 19:58:10 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
Mon Jun 24 19:58:17 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;
Mon Jun 24 20:00:20 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Mon Jun 24 20:02:04 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;

 

Gold Problem Solver

Re: Internet goes out multiple times everyday....

The signal levels and SNR values you posted look good, but the error log entries suggest there is a problem.

 

If you want to troubleshoot this yourself, please see Connection Troubleshooting Tips. Loss of Internet and TV service is often due to a poor connection between your equipment and Comcast's network, usually in or near your home.

If you can't find the problem or you'd rather have Comcast do the troubleshooting, call them at the phone number on your bill or 1-800-Comcast, or chat with them using the Internet Support option at https://support.xfinity.com/chat. If they can't fix the problem remotely, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device, or anything outside your home, you shouldn't be charged.

Official Employee

Re: Internet goes out multiple times everyday....

Hi there, Dumpster-Tom. 

 

I would love to help out and resolve any issues that you might be having with the Internet service. I want to dive deeper into your account. 

 

Can you please private message me your full name? Thank you for posting to our forums. 
To send a private message, please click my name "ComcastMartin" then select "Send a Message" on the right side.
 


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New Poster

Re: Internet goes out multiple times everyday....

I had exactly the same.

 

First, disconnect your home network, and just plug straight into the modem.  Reset the modem so your PC gets the IP address.  If you see NO errors, then is it something on your internal network (cabling/bad splitter/etc).  If you continue to see errors then have a technician come out.  In my case, it was the tap, where my cable joins to the "backbone" - my neighbour had a bad line causing significant noise, which was interuppting my line.  The first call out tech did the basics of replacing my connectors.  I called back (as the errors continued as you described) and the "Advanced Tech" found the above.

 

Hope that helps.

Expert

Re: Internet goes out multiple times everyday....


@cf82671 wrote:

I had exactly the same.

 

First, disconnect your home network, and just plug straight into the modem.  Reset the modem so your PC gets the IP address.  If you see NO errors, then is it something on your internal network (cabling/bad splitter/etc).  If you continue to see errors then have a technician come out.  


FWIW, anything on the LAN side of the modem cannot be the cause of those WAN side RF based / system connection quality errors.



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Frequent Visitor

Re: Internet goes out multiple times everyday....

Had a tech come out really nice guy. He checked the drop coming from the pole and all the numbers we're in spec or better. He ran a few other test and everything was good. So just to be safe he replaced the drop and all the hardware outside.

 

Since he's left the modem hasn't had a T3/T4 Timeout and all my correctable/Uncorrectables are zero. So fingers crossed....

 

He did give me his number in case I do suffer another T3/T4 Timeout.

Official Employee

Re: Internet goes out multiple times everyday....

Dumpster-Tom, how has everything been working since the tech came by? I want to make sure everything is working consistently. 


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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.
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Frequent Visitor

Re: Internet goes out multiple times everyday....

Everything is still working fine. No issues so far.

Official Employee

Re: Internet goes out multiple times everyday....

Glad to hear it! I'll go ahead and lock this thread. If you run into any other issues, please reach out again. 


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!