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Internet keeps disconnecting for 10-15 seconds

New Poster

Internet keeps disconnecting for 10-15 seconds

Hi,

 

This was a big issue when I first moved into this house, but after several phone calls to comcast someone finally came out, replaced some wires, and the problem went away completely since then. I'd say that was a year and a half ago.

 

For the past month (I'd say ever since we changed plans to a lower speed) it has started happening again. I never need to reboot the modem/router or anything, but every 20-30 minutes I'll lose connection for less than 15 seconds. I like to play games online and it is very aggrivating since it always boots me from the game, and then the internet works again by the time I log back in. It also happens when I'm watching netflix or even surfing the web.

 

How can I fix this? Thank you. I'm using a Arris Surfboard modem and Netgear Nighthawk router.

 

 

For more information, here is the log from the past couple of days

 

Jul 04 2018 13:11:35 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;
Jul 04 2018 10:45:03 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;
Jul 04 2018 10:26:20 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;
Jul 04 2018 10:24:46 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;
Jul 04 2018 10:24:45 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;
Jul 03 2018 21:57:38 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;
Jul 03 2018 21:46:49 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;
Jul 03 2018 20:44:25 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;
Jul 03 2018 20:25:34 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;
Jul 03 2018 20:06:49 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;
Jul 03 2018 20:05:29 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;
Jul 03 2018 20:05:29 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;
Jul 03 2018 19:52:10 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;
Jul 03 2018 19:52:10 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;
Jul 03 2018 19:49:31 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;
Jul 03 2018 19:49:30 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;
Jul 03 2018 19:42:51 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;
Jul 03 2018 19:42:51 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;
Jul 03 2018 19:41:31 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;
Jul 03 2018 19:41:31 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;

 

and here is the Signal information

 

Downstream Bonding Channel Value
Channel ID 25  24  26  27  28  29  30  31 
Frequency 639000000 Hz  633000000 Hz  645000000 Hz  651000000 Hz  657000000 Hz  663000000 Hz  669000000 Hz  675000000 Hz 
Signal to Noise Ratio 38 dB  38 dB  38 dB  39 dB  39 dB  39 dB  38 dB  39 dB 
Downstream Modulation QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
1 dBmV   1 dBmV   1 dBmV   1 dBmV   0 dBmV   0 dBmV   0 dBmV   0 dBmV  

 

Upstream Bonding Channel Value
Channel ID
Frequency 16200000 Hz  35700000 Hz  29200000 Hz  22700000 Hz 
Ranging Service ID 1112  1112  1112  1112 
Symbol Rate 5.120 Msym/sec  5.120 Msym/sec  5.120 Msym/sec  5.120 Msym/sec 
Power Level 50 dBmV  47 dBmV  46 dBmV  54 dBmV 
Upstream Modulation [2] QPSK
[1] 16QAM
[3] 64QAM
 
[2] QPSK
[1] 16QAM
[3] 64QAM
 
[2] QPSK
[1] 16QAM
[3] 64QAM
 
[2] QPSK
[1] 16QAM
[3] 64QAM
 
Ranging Status Success  Success  Success  Success 

 

Signal Stats (Codewords) Bonding Channel Value
Channel ID 25  24  26  27  28  29  30  31 
Total Unerrored Codewords 246680711766  238090737120  238090745118  238090824179  238090714821  238090769891  238090738821  238090790427 
Total Correctable Codewords 39963  43044  45293  35408  48128  39148  42435  35593 
Total Uncorrectable Codewords 239239  284543  282477  221158  284315  237672  267379  223682 
New Poster

Re: Internet keeps disconnecting for 10-15 seconds

edited: consolidated information into the first post

Expert

Re: Internet keeps disconnecting for 10-15 seconds

Hi @mcstevens88

Your upstream level is too high (ideal is ~45dBmV) and you have some error correction issues which indicate a noisy line. Usually this is caused by bad/substandard wiring issues. It's possible it is a Comcast issue, but most likely the problem exists between the tap (pole) and your modem. See the troubleshooting guide and/or consider a tech visit.




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New Poster

Re: Internet keeps disconnecting for 10-15 seconds

Just wanted to follow up. The issues have gotten much worse. Here's a log report from yesterday..

 

Jul 27 2018 21:11:023-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;Jul 27 2018 20:53:583-CriticalR07.0Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;Jul 27 2018 20:47:193-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;Jul 27 2018 20:47:193-CriticalR07.0Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;Jul 27 2018 20:39:203-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;Jul 27 2018 20:39:203-CriticalR07.0Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;Jul 27 2018 20:38:003-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;Jul 27 2018 20:38:003-CriticalR07.0Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;Jul 27 2018 20:36:403-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;Jul 27 2018 20:36:403-CriticalR07.0Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=20:3d:66:03:91:9d;CMTS-MAC=e8:65:49:b9:91:cc;CM-QOS=1.1;CM-VER=3.0;

 

As you can see, I'm getting several T3 time-outs per day. Supposedly a tech is coming out on Tuesday. I really, really hope he is thorough and will actually check to see if it is an issue OUTSIDE my house rather than just doing the easy checks, or simply saying there isn't a problem. I will follow up here with more questions if the problem is or isnt fixed.