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Internet keeps restarting

Regular Visitor

Internet keeps restarting

Hello,

 

Was looking for some help on this, I have spoken with support multiple times and they keep resetting my gateway but still having frequent disconnects, was wondering if someone could help me out in determining if I have a bad modem/router.

 

Currently using a Netgear C6250-100NAS

 

Time Priority Description
2019-10-2, 18:57:36 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-10-2, 18:55:18 Warning (5) MDD message timeout;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-10-2, 18:55:18 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-10-2, 18:55:18 Warning (5) MDD message timeout;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-10-2, 18:44:57 Notice (6) Honoring MDD; IP provisioning mode = IPv6
2019-10-2, 18:44:17 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.0;CM-VER=3.0;
2019-10-2, 18:43:18 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
1970-1-1, 00:01:01 Notice (6) Honoring MDD; IP provisioning mode = IPv6
1970-1-1, 00:00:34 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:31 Notice (6) WiFi Interface [wl1] set to Channel 153 (Side-Band Channel:N/A) - Reason:INIT
1970-1-1, 00:00:31 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INIT
1970-1-1, 00:00:29 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-10-2, 18:29:09 Critical (3) Resetting the cable modem due to docsDevResetNow
2019-10-2, 18:27:56 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-10-2, 18:26:19 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-10-1, 19:39:48 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-10-1, 19:28:02 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
1970-1-1, 00:00:30 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-10-1, 19:25:59 Critical (3) Resetting the cable modem due to docsDevResetNow
2019-10-1, 19:21:39 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
1970-1-1, 00:00:29 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-10-1, 19:18:20 Critical (3) Resetting the cable modem due to docsDevResetNow
2019-10-1, 18:46:48 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-10-1, 18:46:48 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-10-1, 18:46:02 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-10-1, 12:59:25 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-10-1, 07:24:09 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-10-1, 07:23:02 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-10-1, 05:42:56 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-10-1, 01:24:12 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-10-1, 00:24:21 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-9-30, 20:31:07 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-9-30, 00:48:14 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-9-29, 19:00:36 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-9-29, 18:52:50 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-9-29, 17:55:04 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-9-29, 17:38:31 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-9-29, 08:54:33 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-9-29, 07:32:55 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;
2019-9-29, 07:32:55 Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:4c:b1:c8;CMTS-MAC=d4:2c:44:7c:63:23;CM-QOS=1.1;CM-VER=3.0;

 

 

 

 

 

Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 507000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 9 507000000 Hz 5 dBmV 40.5 dB 0 0
2 Locked QAM256 1 459000000 Hz 4.6 dBmV 42.3 dB 0 0
3 Locked QAM256 2 465000000 Hz 4.6 dBmV 42.1 dB 0 0
4 Locked QAM256 3 471000000 Hz 4.5 dBmV 42.1 dB 0 0
5 Locked QAM256 4 477000000 Hz 4.6 dBmV 42.2 dB 0 0
6 Locked QAM256 5 483000000 Hz 4.8 dBmV 42.4 dB 0 0
7 Locked QAM256 6 489000000 Hz 4.6 dBmV 42.2 dB 0 0
8 Locked QAM256 7 495000000 Hz 4.8 dBmV 42.3 dB 0 0
9 Locked QAM256 8 501000000 Hz 4.8 dBmV 42.3 dB 0 0
10 Locked QAM256 10 513000000 Hz 4.8 dBmV 42.2 dB 0 0
11 Locked QAM256 11 519000000 Hz 5 dBmV 42.3 dB 0 0
12 Locked QAM256 12 525000000 Hz 5 dBmV 42.3 dB 0 0
13 Locked QAM256 13 531000000 Hz 5.1 dBmV 42.2 dB 0 0
14 Locked QAM256 14 537000000 Hz 4.7 dBmV 41.9 dB 0 0
15 Locked QAM256 15 543000000 Hz 4.8 dBmV 41.8 dB 0 0
16 Locked QAM256 16 549000000 Hz 5 dBmV 41.9 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 Ksym/sec 23700000 Hz 41.5 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 36500000 Hz 41.5 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 30100000 Hz 41.5 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 17300000 Hz 41.5 dBmV
 
Extended Upstream Transmit Power
Enable Extended Upstream Transmit Power
 
Current System Time:Wed Oct 02 19:38:11 2019
System Up Time:01:08:34
Expert

Re: Internet keeps restarting

Is this with a WiFi connection ? If so, for a test, does a computer hardwired directly to the router / gateway device with an ethernet cable have the same problem ?



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Regular Visitor

Re: Internet keeps restarting

I havent really tested a hardwired connection as of yet but I will try that however based on the information I have provided do you see any issues?

Expert

Re: Internet keeps restarting

The signal stats looked good at that snapshot in time. The error log entries, not so much..



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Regular Visitor

Re: Internet keeps restarting

Actually, this does occur even with a wired connection, I remember playing a game online and getting disconnected as well. However from the cable modem I have an ethernet running to another router, the second router is what i use to hardwire in to my PC.

Expert

Re: Internet keeps restarting

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !



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.
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Regular Visitor

Re: Internet keeps restarting

Thank you very much!

Official Employee

Re: Internet keeps restarting


@pheng0617 wrote:

Thank you very much!


Hi @pheng0617, We apologize for the experience you're having. We appreciate you using the Forums to bring this to our attention so we can help get it fixed. I'd like to begin investigating and will need to access your account.  Can you please send a private message including the full name as it appears on the account and your full name if different? To send a Private Message, please click "Comcast_Support” and click “send a message". 

 

 


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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.
Was your question answered? Mark the post as Best Answer!