Community Forum

Internet outage at the same time.

Highlighted
Frequent Visitor

Internet outage at the same time.

Since I got a new Arris Surfboard T25 (few months ago), I have had periodic outages always at the same time -- 12:30am Eastern -- that last anywhere from 4 - 10 minutes. I have directly noticed and been impacted by them every 2-4 days, but it may be happening more often because I'm not always using the internet connection at that time.

 

During the outage, restarting the modem or my router (Netgear R7000) does nothing.  Once the system comes back again (or whatever corrects itself on the distant end), things go back to normal.  However, sometimes the connection stays offline until I manually restart the modem.

 

Repeated attempts to contact customer service result in a long proces of "may I have your name?", "May I have the service address?", "Let me check your system status?", and more often than not a lengthy explanation that "YES, I understand the differernce between 'Internet Conectivity' and 'My internal network's connectivity'."  By the time we slog through all that, the end result is "please contact us when you are actually experiencing this outage so we can diagnose the problem" which is frustrating to say the least.

 

I will add logs.

Highlighted
Frequent Visitor

Re: Internet outage at the same time.

Downstream QAM
 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 16459.00 MHz5.60 dBmV40.95 dB256QAM180592016600
Downstream 27465.00 MHz5.30 dBmV40.37 dB256QAM9711143900
Downstream 38471.00 MHz5.00 dBmV40.37 dB256QAM9327407400
Downstream 49477.00 MHz5.10 dBmV40.37 dB256QAM10594583900
Downstream 510483.00 MHz4.60 dBmV40.37 dB256QAM176848552700
Downstream 611489.00 MHz4.90 dBmV40.37 dB256QAM10666543600
Downstream 712495.00 MHz4.50 dBmV40.37 dB256QAM10663084790
Downstream 813519.00 MHz5.60 dBmV40.37 dB256QAM169256122500
Downstream 914525.00 MHz5.50 dBmV40.95 dB256QAM6807027200
Downstream 1015531.00 MHz5.60 dBmV40.37 dB256QAM5988131200
Downstream 1116537.00 MHz5.60 dBmV40.37 dB256QAM6022332700
Downstream 1217543.00 MHz4.90 dBmV40.37 dB256QAM6736004600
Downstream 1318549.00 MHz4.70 dBmV40.37 dB256QAM6641392410
Downstream 1419555.00 MHz4.20 dBmV38.98 dB256QAM6581815600
Downstream 1520561.00 MHz4.40 dBmV40.95 dB256QAM6756312700
Downstream 1621567.00 MHz4.30 dBmV40.37 dB256QAM6114237500
Downstream 1722573.00 MHz4.40 dBmV40.37 dB256QAM6057943520
Downstream 1823579.00 MHz4.90 dBmV40.37 dB256QAM6509859600
Downstream 1924585.00 MHz5.30 dBmV40.95 dB256QAM6600261000
Downstream 2025591.00 MHz5.40 dBmV40.37 dB256QAM6571098700
Downstream 2126597.00 MHz5.40 dBmV40.37 dB256QAM168135578300
Downstream 2227603.00 MHz4.80 dBmV38.98 dB256QAM6841945530
Downstream 2328609.00 MHz4.80 dBmV38.98 dB256QAM6834949810
Downstream 2429615.00 MHz4.70 dBmV40.37 dB256QAM71055671454590
Downstream 2530621.00 MHz4.40 dBmV38.61 dB256QAM72143558430960
Downstream 2631627.00 MHz4.30 dBmV40.37 dB256QAM7296771122283
Downstream 2733633.00 MHz4.90 dBmV40.37 dB256QAM932932022400
Downstream 2834639.00 MHz5.30 dBmV40.37 dB256QAM922381872460
Downstream 2935645.00 MHz5.90 dBmV40.37 dB256QAM9222633814988
Downstream 3036651.00 MHz5.70 dBmV40.95 dB256QAM87715247726
Downstream 3137657.00 MHz4.80 dBmV38.98 dB256QAM8617255311841
Reset FEC Counters
Downstream OFDM
 FFT TypeChannel Width(MHz)# of Active SubcarriersFirst Active Subcarrier(MHz)Last Active Subcarrier(MHz)Average RxMER(dB)
PilotPLCData
Downstream 24K941880661754474241
 
Upstream QAM
 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 1517.30 MHz38.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 2836.50 MHz39.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 3730.10 MHz39.25 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 4623.70 MHz38.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream OFDM
 FFT TypeChannel Width(MHz)# of Active SubcarriersFirst Active Subcarrier(MHz)Last Active Subcarrier(MHz)Tx Power(dBmV)

 Status
System Uptime:0 d: 15 h: 34 m
Computers Detected:staticCPE(1), dynamicCPE(1)
CM Status:Telephony-Reg Complete
Time and Date:Tue 2020-09-01 15:07:25

 Interface Parameters
Interface NameProvisionedStateSpeed (Mbps)MAC address
LAN Port 1EnabledUp1000 (Full)14:C0:3E:14:EA:32
LAN Port 2EnabledDown-----14:C0:3E:14:EA:32
CABLEEnabledUp-----14:C0:3E:14:EA:33
MTAPassUp-----14:C0:3E:14:EA:34

 Diplexer
 Upstream RangeDownstream RangeCurrent Band Setting
Band 05 MHz-85 MHz108 MHz-1002 MHz 
Band 15 MHz-42 MHz108 MHz-1002 MHzX

 

 
Highlighted
Frequent Visitor

Re: Internet outage at the same time.

Hardware Information
 
System:ARRIS DOCSIS 3.1 / PacketCable 2.0 Touchstone Telephony Modem / Retail
HW_REV: 2
VENDOR: ARRIS Group, Inc.
BOOTR: 2.2.16.573854
SW_REV: 11.01.142.PC20
MODEL: T25
Serial Number:A215J3566200599
  
Options: 

 Firmware Build and Revisions
Firmware Name:TS11.01.142_061719_701.PC20.03
Firmware Build Time:Mon Jun 17 15:46:15 EDT 2019
Open Source:View Open Source Attribution

 

 
Highlighted
Frequent Visitor

Re: Internet outage at the same time.


Date TimeEvent IDEvent LevelDescription
8/26/2020 21:14820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 21:15820005003Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 21:21820003003Ranging Request Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 21:21820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 21:22820005003Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 21:35820003003Ranging Request Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 21:35820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 21:35820005003Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 21:42820003003Ranging Request Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 21:42820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 21:42820005003Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 21:55820003003Ranging Request Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 21:55820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 21:56820005003Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 22:02820003003Ranging Request Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 22:02820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 22:03820005003Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 22:16820003003Ranging Request Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 22:16820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 22:16820005003Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 22:23820003003Ranging Request Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 22:23820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 22:23820005003Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 22:36820003003Ranging Request Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 22:36820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 22:37820005003Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 22:43820003003Ranging Request Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 22:43820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 22:44820005003Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 22:57820003003Ranging Request Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 22:57820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 22:57820005003Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 23:04820003003Ranging Request Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 23:04820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 23:04820005003Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 23:17820003003Ranging Request Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 23:17820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 23:18820005003Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 23:24820003003Ranging Request Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 23:24820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 23:25820005003Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820011005RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/26/2020 23:40900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/27/2020 10:35820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/31/2020 23:30840202005Lost MDD Timeout;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820011005RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
8/31/2020 23:34900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/1/2020 9:11820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 PacketCable(MTA) Events

Date TimeEvent IDDescription
8/25/2020 7:0765527SIP Registration Timeout
8/25/2020 7:0765527SIP Registration Timeout
8/25/2020 7:1265511SIP DNS Query Failure
8/25/2020 7:1265527SIP Registration Timeout
8/25/2020 7:1265527SIP Registration Timeout
8/25/2020 7:1365527SIP Registration Timeout
8/25/2020 7:1365527SIP Registration Timeout
8/25/2020 7:1365527SIP Registration Timeout
8/25/2020 7:1365527SIP Registration Timeout
8/25/2020 7:1865527SIP Registration Timeout
8/25/2020 7:1865527SIP Registration Timeout
8/25/2020 7:1965527SIP Registration Timeout
8/25/2020 7:1965527SIP Registration Timeout
8/25/2020 7:1965527SIP Registration Timeout
8/25/2020 7:1965527SIP Registration Timeout
8/25/2020 7:2465527SIP Registration Timeout
8/25/2020 7:2565527SIP Registration Timeout
8/25/2020 7:2565527SIP Registration Timeout
8/25/2020 7:2565527SIP Registration Timeout
8/25/2020 7:2565527SIP Registration Timeout
8/25/2020 7:2565527SIP Registration Timeout
8/25/2020 7:3065527SIP Registration Timeout
8/25/2020 7:3165527SIP Registration Timeout
8/25/2020 7:3165527SIP Registration Timeout
8/25/2020 7:3165527SIP Registration Timeout
8/25/2020 7:3165511SIP DNS Query Failure- Cleared
8/25/2020 7:3165527SIP Registration Timeout
8/25/2020 7:3165527SIP Registration Timeout
8/25/2020 7:3665511SIP DNS Query Failure
8/25/2020 7:3765527SIP Registration Timeout
8/25/2020 7:3765527SIP Registration Timeout
8/25/2020 7:3765527SIP Registration Timeout
8/25/2020 7:3765527SIP Registration Timeout
8/25/2020 7:3765527SIP Registration Timeout
8/25/2020 7:3765527SIP Registration Timeout
8/25/2020 7:4516MTA TFTP: Successful
8/25/2020 7:454000951500Provisioning Complete
8/25/2020 7:4526MTA PROV: Successful!
8/25/2020 7:453Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
8/25/2020 7:453Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
8/26/2020 23:4016MTA TFTP: Successful
8/26/2020 23:404000951500Provisioning Complete
8/26/2020 23:4026MTA PROV: Successful!
8/26/2020 23:403Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
8/26/2020 23:403Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
8/31/2020 23:3516MTA TFTP: Successful
8/31/2020 23:354000951500Provisioning Complete
8/31/2020 23:3526MTA PROV: Successful!
8/31/2020 23:353Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
8/31/2020 23:353Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS

 

 
Highlighted
Frequent Visitor

Re: Internet outage at the same time.

In case it matters to the modem performance, we have Triple Play but do not own a land line phone so the phone jack and line has never been used/accessed/plugged into anything.

Highlighted
Frequent Visitor

Re: Internet outage at the same time.

And again tonight. Same time.

Not sure why my modem is on Central time.

9/2/2020 23:27 84020200 5 Lost MDD Timeout;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82001100 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/2/2020 23:29 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/2/2020 23:29 82001100 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:14:ea:33;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Highlighted
Frequent Visitor

Re: Internet outage at the same time.

And this continues. Every night this week at 12:30am Eastern.

Does anyone from customer service read these forums? Is this a “don’t know” or “don’t care”?

The fact that this happens each night on Comcast’s network yet nobody seems to be able to tell me what or why this is happening is an atrocious lack of either customer service or agent education. Further, the fact that every conversation with a rep steers towards some version of “we can come out and figure out what’s wrong with your internal network” indicates a prevailing attitude of “the customer is wrong until proven right”. Ironic given how many times I’ve had to explain the difference between LAN connectivity and WAN connectivity to said reps.