Community Forum

Internet keeps dropping randomly (US DS light blinking)

Highlighted
New Poster

Internet keeps dropping randomly (US DS light blinking)

My internet connection keeps dropping randomly. It kept happening with my Xfinity modem, where the US DS light would start blinking and the Online light would turn off. Sometimes the modem would "fix" itself and reestablish the connection on its own, sometimes the modem would reboot itself, and other times I would unscrew and then rescrew the coax cable to provide a temporary connection fix. But whether it was minutes or hours later, the connection would continue to randomly drop.

 

I recently started using an ARRIS SBG7600AC modem, but the same issue keeps occuring. I have attempted to resolve this issue repeatedly by resetting the modem and checking cables in the house, but the issue seems to always find its way back. I suspect there is an external issue with wiring somehow, but I want to be sure before I ask an agent to come to my house to fix it. Has anyone experienced a similar issue?

Highlighted
New Poster

Re: Internet keeps dropping randomly (US DS light blinking)

Here is an example of the event log from my ARRIS modem, as well as downstream/upstream info:

 

Date TimeEvent IDEvent LevelDescription
7/27/20 8:47820007003Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
7/27/20 8:47820002003No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:01820007003Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:01820002003No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:02820007003Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:02820002003No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:03820007003Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:03820002003No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:03820007003Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:03820002003No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:04820007003Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:04820002003No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:05820007003Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:05820002003No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:05840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:05840202005Lost MDD Timeout;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:05840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:05820002003No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
7/27/20 8:54730401006TLV-11 - unrecognized OID;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
7/27/20 9:08840007005RCS Partial Service;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
7/27/20 10:49820007003Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
7/27/20 10:49820002003No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
7/27/20 10:49820007003Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
7/27/20 10:49820002003No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
7/27/20 10:50820002003No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:01820007003Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:01820002003No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:01820007003Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:01820002003No Ranging Response received - T3 time-out;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:02840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
1/1/70 0:02840202005Lost MDD Timeout;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;
7/27/20 9:54730401006TLV-11 - unrecognized OID;CM-MAC=c8:63:fc:45:5c:6d;CMTS-MAC=00:5f:86:93:61:d0;CM-QOS=1.1;CM-VER=3.0;

 

 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 19505.75 MHz-11.90 dBmV36.39 dB256QAM536451170
Downstream 210511.75 MHz-11.00 dBmV37.64 dB256QAM820639660
Downstream 311517.75 MHz-12.40 dBmV36.61 dB256QAM13010787130
Downstream 412523.75 MHz-13.40 dBmV36.39 dB256QAM13066759170
Downstream 513529.75 MHz-13.20 dBmV36.61 dB256QAM8994939110
Downstream 614535.75 MHz-11.80 dBmV37.36 dB256QAM8927741110
Downstream 715541.75 MHz-11.40 dBmV37.64 dB256QAM1469440900
Downstream 816547.75 MHz-15.00 dBmV35.08 dB256QAM1460539000
Downstream 917553.75 MHz-16.70 dBmV34.35 dB256QAM825060180
Downstream 1018559.75 MHz-16.80 dBmV34.35 dB256QAM57378930
Downstream 1119565.75 MHz-16.90 dBmV33.83 dB256QAM102567200
Downstream 1220571.75 MHz-13.60 dBmV36.39 dB256QAM87220090
Downstream 1321577.75 MHz-13.90 dBmV36.39 dB256QAM76495700
Downstream 1422583.75 MHz-11.20 dBmV37.36 dB256QAM59495100
Downstream 1523589.75 MHz-9.20 dBmV38.98 dB256QAM89616670
Downstream 1624595.75 MHz-11.60 dBmV37.36 dB256QAM92938800
Downstream 1725601.75 MHz-13.70 dBmV36.39 dB256QAM230485500
Downstream 1826607.75 MHz-13.30 dBmV36.84 dB256QAM947071700
Downstream 1927613.75 MHz-14.40 dBmV35.78 dB256QAM17258376170
Downstream 2028619.75 MHz-14.40 dBmV35.78 dB256QAM1750379970
Downstream 2129625.75 MHz-15.40 dBmV34.48 dB256QAM1143905120
Downstream 2230631.75 MHz-16.50 dBmV33.96 dB256QAM838017100
Downstream 2331637.75 MHz-14.80 dBmV35.08 dB256QAM1714102000
Downstream 2432643.75 MHz-14.10 dBmV35.78 dB256QAM1693543300
Downstream 2533649.75 MHz-16.20 dBmV34.90 dB256QAM1096027500
Downstream 2634655.75 MHz-16.70 dBmV34.00 dB256QAM669800900
Downstream 2735661.75 MHz-15.70 dBmV34.60 dB256QAM1430667700
Downstream 2836667.75 MHz-15.10 dBmV35.50 dB256QAM1427873900
Downstream 2937673.75 MHz-12.30 dBmV36.40 dB256QAM1094488560
Downstream 3038679.75 MHz-12.20 dBmV36.90 dB256QAM1755296200
Downstream 3139685.75 MHz-10.60 dBmV38.60 dB256QAM1754527540
Downstream 3240691.75 MHz-10.70 dBmV38.60 dB256QAM1758258600
 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 1136.50 MHz54.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 2417.30 MHz51.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 3323.70 MHz52.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 4230.10 MHz54.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Highlighted
Expert

Re: Internet keeps dropping randomly (US DS light blinking)

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.



I am not a Comcast Employee.
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!