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Internet is randomly going down 30sec-3 minutes

Regular Visitor

Internet is randomly going down 30sec-3 minutes

Hi Guys,

I just switched from AT&T to Comcast a little over a  week ago, for the first 4 days of service were great.  Then this friday I started having a weird issue where I randomly lose internet sometime for 30 seconds sometime up to 3 minutes ( I did notice in one of the longer periods that the modem rebooted).  I'm using an Arris SB6183 modem, and have a tech coming to look at it.  Just wanted some feedback.  I keep seeing errors in the event log.  Also, I saw some comments on here about signal strength, so I unplugged the splitter that divides the line between the modem and the tv and plugged the incoming line directly into the modem.  This ended up making my network go down ever 5-15 minutes.   I've copied the status with and without the splitter here for some feedback.  Thank you.

 

Event log snippet

Tue Jul 09 13:08:37 2019  Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:a0:97:b5:64:af;CMTS-MAC=00:01:5c:ae:bc:6c;CM-QOS=1.1;CM-VER=3.0;
Tue Jul 09 13:08:38 2019  Critical (3)  Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=f8:a0:97:b5:64:af;CMTS-MAC=00:01:5c:ae:bc:6c;CM-QOS=1.1;CM-VER=3.0;
Tue Jul 09 13:08:38 2019  Critical (3)  16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=f8:a0:97:b5:64:af;CMTS-MAC=00:01:5c:ae:bc:6c;CM-QOS=1.1;CM-VER=3.0;
Tue Jul 09 13:23:33 2019  Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:a0:97:b5:64:af;CMTS-MAC=00:01:5c:ae:bc:6c;CM-QOS=1.1;CM-VER=3.0;
Tue Jul 09 13:27:53 2019  Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=f8:a0:97:b5:64:af;CMTS-MAC=00:01:5c:ae:bc:6c;CM-QOS=1.1;CM-VER=3.0;

 

 Status (without Splitter)

The statuses listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

 

 

Startup Procedure

Procedure

Status

Comment

Acquire Downstream Channel

 

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Configuration File

OK

 

Security

Enabled

BPI+

DOCSIS Network Access Enabled

Allowed

 

 

Downstream Bonded Channels

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR

Corrected

Uncorrectables

1

Locked

QAM256

33

453000000 Hz

1.5 dBmV

40.1 dB

49

44

2

Locked

QAM256

34

459000000 Hz

1.7 dBmV

40.1 dB

65

45

3

Locked

QAM256

35

465000000 Hz

1.6 dBmV

40.1 dB

66

34

4

Locked

QAM256

36

471000000 Hz

1.5 dBmV

40.1 dB

70

33

5

Locked

QAM256

1

477000000 Hz

1.8 dBmV

40.1 dB

60

128

6

Locked

QAM256

2

483000000 Hz

1.6 dBmV

40.1 dB

43

77

7

Locked

QAM256

3

489000000 Hz

1.4 dBmV

40.1 dB

43

47

8

Locked

QAM256

4

495000000 Hz

1.4 dBmV

39.8 dB

41

30

9

Locked

QAM256

5

507000000 Hz

0.4 dBmV

39.0 dB

40

33

10

Locked

QAM256

6

513000000 Hz

0.6 dBmV

40.0 dB

65

61

11

Locked

QAM256

7

519000000 Hz

0.7 dBmV

40.0 dB

35

40

12

Locked

QAM256

8

525000000 Hz

1.0 dBmV

40.1 dB

18

64

13

Locked

QAM256

9

531000000 Hz

1.0 dBmV

40.1 dB

37

46

14

Locked

QAM256

10

537000000 Hz

1.0 dBmV

40.1 dB

44

34

15

Locked

QAM256

11

543000000 Hz

1.6 dBmV

40.1 dB

37

48

16

Locked

QAM256

12

549000000 Hz

1.6 dBmV

40.1 dB

31

43

 

Upstream Bonded Channels

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

4

5120 Ksym/sec

16600000 Hz

40.5 dBmV

2

Locked

ATDMA

1

5120 Ksym/sec

35800000 Hz

40.0 dBmV

3

Locked

ATDMA

2

5120 Ksym/sec

29400000 Hz

40.8 dBmV

4

Locked

ATDMA

3

5120 Ksym/sec

23000000 Hz

40.3 dBmV



Current System Time: Tue Jul 09 15:21:39 2019

 

Status (with Splitter)

The statuses listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

 

 

Startup Procedure

Procedure

Status

Comment

Acquire Downstream Channel

 

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Configuration File

OK

 

Security

Enabled

BPI+

DOCSIS Network Access Enabled

Allowed

 

 

Downstream Bonded Channels

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR

Corrected

Uncorrectables

1

Locked

QAM256

5

507000000 Hz

-2.3 dBmV

39.3 dB

0

0

2

Locked

QAM256

33

453000000 Hz

-1.5 dBmV

40.2 dB

0

0

3

Locked

QAM256

34

459000000 Hz

-1.7 dBmV

40.2 dB

0

0

4

Locked

QAM256

35

465000000 Hz

-1.8 dBmV

40.2 dB

0

0

5

Locked

QAM256

36

471000000 Hz

-1.9 dBmV

40.2 dB

0

0

6

Locked

QAM256

1

477000000 Hz

-1.7 dBmV

40.2 dB

0

0

7

Locked

QAM256

2

483000000 Hz

-1.8 dBmV

40.2 dB

0

0

8

Locked

QAM256

3

489000000 Hz

-2.0 dBmV

40.2 dB

0

0

9

Locked

QAM256

4

495000000 Hz

-2.0 dBmV

39.9 dB

0

0

10

Locked

QAM256

6

513000000 Hz

-2.1 dBmV

40.2 dB

0

0

11

Locked

QAM256

7

519000000 Hz

-2.0 dBmV

40.2 dB

0

0

12

Locked

QAM256

8

525000000 Hz

-2.0 dBmV

40.2 dB

0

0

13

Locked

QAM256

9

531000000 Hz

-1.9 dBmV

40.2 dB

0

0

14

Locked

QAM256

10

537000000 Hz

-1.9 dBmV

40.2 dB

0

0

15

Locked

QAM256

11

543000000 Hz

-1.7 dBmV

40.2 dB

0

0

16

Locked

QAM256

12

549000000 Hz

-1.6 dBmV

40.2 dB

0

0

 

Upstream Bonded Channels

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

1

5120 Ksym/sec

35800000 Hz

40.5 dBmV

2

Locked

ATDMA

2

5120 Ksym/sec

29400000 Hz

41.5 dBmV

3

Locked

ATDMA

3

5120 Ksym/sec

23000000 Hz

40.8 dBmV

4

Locked

ATDMA

4

5120 Ksym/sec

16600000 Hz

41.0 dBmV



Current System Time: Mon Jul 08 20:14:37 2019

 

Official Employee

Re: Internet is randomly going down 30sec-3 minutes

Hello, BSpear44. I'm glad you reached out to us about this issue with your new services! This is definitely not the kind of experience we want for you and I would love to take a closer look to see what we can do to return a stable connection to you. Please send me a private message with your first and last name so I can assist. 

 

 To send a private message, click my name "ComcastTambrey", then 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.
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Official Employee

Re: Internet is randomly going down 30sec-3 minutes

BSpear44, as I have not heard back from you in some time, I have closed this thread to further comments. I hope you were able to troubleshoot and make repairs to help stabilize your connection, but if you still need assistance, please feel free to start a new thread.


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!