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Internet keeps randomly dropping

Regular Visitor

Internet keeps randomly dropping

starting this year my internet starts randomly dropping for no reasons. had contact agent for a few times, had a tech guy come to my home for 2 times. nope its not fixed.. my obeservation is looks like a upstream issue.
1. it happened almost every day at the same time. 2pm. at least for continuesly 2 days. (I could not verify other day bc I'm at work in weekdays)
2. once it drops, it will be back in 20-30 min
3. my xfinity app said my device was offline when issue happens. but all my modem lights were fine and my modem page 192.168.1.1 said it it connected. to prove that at this stage although the app said my device was diconnected, I can still sent the reset signal from my app and can receive it.
4. issue also happended sometimes at late night.
Expert

Re: Internet keeps randomly dropping

Start here;


https://forums.xfinity.com/t5/Your-Home-Network/Connection-Troubleshooting-Tips/m-p/1253575#M94474

 

Post the requested info from here;


https://forums.xfinity.com/t5/Your-Home-Network/Information-Requested-for-Connection-Related-Posts/m...

 



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!
Regular Visitor

Re: Internet keeps randomly dropping

I just find out that it get drop around 230pm and 230am like a clock..
Expert

Re: Internet keeps randomly dropping

That sounds like a DHCP IP address lease length issue either with them or your router. You haven't posted any of the requested info...



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!
Regular Visitor

Re: Internet keeps randomly dropping

Hello there,

I have gather these informations:

  • Post your modem’s error logs. 
  • Post the make and model of your modem/gateway.
  • Post the make and model of your router if you have one.
  • Let us know if you contacted Comcast or had a tech visit.
  • Let us know what the lights on your modem are doing when you are having problems.

 

1. 

Model: CM-32_AC2600
Firmware Version: 1.0.1.5
PIN Code: 54335561
Gateway Serial Number: JBIABT001341
CM MAC Address: 2C:FD:A1:90:BE:18
Acquire Downstream Channel : 579000 KHz
Connectivity State : OPERATIONAL
Last Operational Time : Sun Oct 13 14:25:12 UTC 2019

2019-10-13 13:53:31 [CRITICAL] Unicast Maintenance Ranging attempted - No response - Retries exhausted
2019-10-13 13:53:31 [CRITICAL] Ranging Request Retries exhausted
2019-10-13 13:53:31 [CRITICAL] Unicast Maintenance Ranging attempted - No response - Retries exhausted
2019-10-13 13:53:31 [CRITICAL] No Ranging Response received - T3 time-out
2019-10-13 13:57:20 [CRITICAL] Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
2019-10-13 13:58:00 [CRITICAL] No Ranging Response received - T3 time-out
2019-10-13 13:58:40 [WARNING] MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
2019-10-13 14:18:30 [CRITICAL] No Ranging Response received - T3 time-out
2019-10-13 14:19:14 [CRITICAL] Ranging Request Retries exhausted
2019-10-13 14:19:14 [CRITICAL] Unicast Maintenance Ranging attempted - No response - Retries exhausted
2019-10-13 14:19:15 [CRITICAL] No Ranging Response received - T3 time-out
2019-10-13 14:19:50 [CRITICAL] Ranging Request Retries exhausted
2019-10-13 14:19:50 [CRITICAL] Unicast Maintenance Ranging attempted - No response - Retries exhausted
2019-10-13 14:19:51 [CRITICAL] No Ranging Response received - T3 time-out
2019-10-13 14:20:18 [CRITICAL] Ranging Request Retries exhausted
2019-10-13 14:20:18 [CRITICAL] Unicast Maintenance Ranging attempted - No response - Retries exhausted
2019-10-13 14:20:19 [CRITICAL] No Ranging Response received - T3 time-out
2019-10-13 14:24:02 [CRITICAL] Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
2019-10-13 14:24:47 [CRITICAL] No Ranging Response received - T3 time-out
2019-10-13 14:25:08 [WARNING] MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1

]

Screen Shot 2019-10-13 at 3.34.13 PM.pngsignal1

Screen Shot 2019-10-13 at 3.34.25 PM.pngsignal2

2. My modem is ASUS cm-32_ac2600

3. Tech visited twice, first time said I had a TV spliter so he get rid of it,  next time found another TV spliter. but the issue still presisit

4. When issue happens, everything looks fine, 4 lights were on and my modem status said it's connceted. although I got a modem disconnect status in my xfinity app, I can still send reset signal back to my modem and my modem can receive it just fine. in about 15min-30min, internet get restored, and from my past 3 day experience, the drop happened around 2pm pst and 2am pst. like it  was beening scheduled 

Regular Visitor

Re: Internet keeps randomly dropping

for some reason the screenshot didn't work, so I will just post the singal here:

USfreqInfo:
['1', '3', 'Locked', '30300000', '64 QAM', '5120000', 'ATDMA', '38.00 dBmV']
['2', '4', 'Locked', '36700000', '64 QAM', '5120000', 'ATDMA', '36.75 dBmV']
['3', '2', 'Locked', '23700000', '64 QAM', '5120000', 'ATDMA', '38.75 dBmV']
['4', '1', 'Locked', '17300000', '64 QAM', '5120000', 'ATDMA', '39.50 dBmV']
['0', '---', 'Unlocked', '0', '---', '---' , '---', '---']
['0', '---', 'Unlocked', '0', '---', '---' , '---', '---']
['0', '---', 'Unlocked', '0', '---', '---' , '---', '---']
['0', '---', 'Unlocked', '0', '---', '---' , '---', '---']

DSfreqInfo:
['1', '1(Prm)', 'Locked', '579000000', '256 QAM', '5360000', '37.636 dB', '3.80 dBmV']
['2', '2', 'Locked', '477000000', '256 QAM', '5360000', '37.636 dB', '4.80 dBmV']
['3', '3', 'Locked', '483000000', '256 QAM', '5360000', '37.356 dB', '4.90 dBmV']
['4', '4', 'Locked', '489000000', '256 QAM', '5360000', '37.356 dB', '5.00 dBmV']
['5', '5', 'Locked', '495000000', '256 QAM', '5360000', '37.636 dB', '5.00 dBmV']
['6', '6', 'Locked', '507000000', '256 QAM', '5360000', '37.356 dB', '5.00 dBmV']
['7', '7', 'Locked', '513000000', '256 QAM', '5360000', '37.636 dB', '5.00 dBmV']
['8', '8', 'Locked', '519000000', '256 QAM', '5360000', '37.356 dB', '4.50 dBmV']
['9', '9', 'Locked', '525000000', '256 QAM', '5360000', '37.636 dB', '4.70 dBmV']
['10', '10', 'Locked', '531000000', '256 QAM', '5360000', '37.636 dB', '4.60 dBmV']
['11', '11', 'Locked', '537000000', '256 QAM', '5360000', '37.356 dB', '4.20 dBmV']
['12', '12', 'Locked', '543000000', '256 QAM', '5360000', '37.636 dB', '4.40 dBmV']
['13', '13', 'Locked', '549000000', '256 QAM', '5360000', '37.356 dB', '4.40 dBmV']
['14', '14', 'Locked', '555000000', '256 QAM', '5360000', '37.356 dB', '4.30 dBmV']
['15', '15', 'Locked', '561000000', '256 QAM', '5360000', '37.636 dB', '4.10 dBmV']
['16', '16', 'Locked', '567000000', '256 QAM', '5360000', '37.636 dB', '4.30 dBmV']
['17', '17', 'Locked', '573000000', '256 QAM', '5360000', '37.356 dB', '3.90 dBmV']
['18', '18', 'Locked', '585000000', '256 QAM', '5360000', '37.356 dB', '4.00 dBmV']
['19', '19', 'Locked', '591000000', '256 QAM', '5360000', '37.636 dB', '4.20 dBmV']
['20', '20', 'Locked', '597000000', '256 QAM', '5360000', '37.636 dB', '4.20 dBmV']
['21', '21', 'Locked', '603000000', '256 QAM', '5360000', '37.356 dB', '4.40 dBmV']
['22', '22', 'Locked', '609000000', '256 QAM', '5360000', '37.636 dB', '4.50 dBmV']
['23', '23', 'Locked', '615000000', '256 QAM', '5360000', '37.356 dB', '4.30 dBmV']
['24', '24', 'Locked', '621000000', '256 QAM', '5360000', '37.356 dB', '4.60 dBmV']
['25', '25', 'Locked', '627000000', '256 QAM', '5360000', '37.300 dB', '4.80 dBmV']
['26', '26', 'Locked', '633000000', '256 QAM', '5360000', '37.300 dB', '4.30 dBmV']
['27', '27', 'Locked', '639000000', '256 QAM', '5360000', '36.900 dB', '4.60 dBmV']
['28', '28', 'Locked', '645000000', '256 QAM', '5360000', '37.900 dB', '4.90 dBmV']
['29', '29', 'Locked', '651000000', '256 QAM', '5360000', '37.300 dB', '4.70 dBmV']
['30', '30', 'Locked', '681000000', '256 QAM', '5360000', '37.300 dB', '5.70 dBmV']
['31', '31', 'Locked', '687000000', '256 QAM', '5360000', '37.600 dB', '6.30 dBmV']
['32', '32', 'Locked', '693000000', '256 QAM', '5360000', '37.300 dB', '6.10 dBmV']