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Loosing internet multiple times a day

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Frequent Visitor

Loosing internet multiple times a day

I have Xfinity for a bit over a month now and it's never been stable. Was on the phone and in chat sessions with Support a couple of times and twice a crew came out -  first time they replaced an old connector and the second time the entire cable from the side of the house to the modem (but not from the house to the utility pole in the street).

 

Today I looked in the event log of the Arris SB8200 modem, below is what I see. Any idea what the problem can be? I saerched this forum  and google some, these things seem to indicate some upstream issues:

 

No Ranging Response received - T3 time-out

Dynamic Range Window violation

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below ...

 

Thanks,

Guido

 

05/20/2020 19:34 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:33 2436694066 6 "Honoring MDD; IP provisioning mode = IPv6"
05/20/2020 19:33 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:33 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:33 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:33 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:33 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:29 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:15 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:15 2436694066 6 "Honoring MDD; IP provisioning mode = IPv6"
05/20/2020 19:14 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:14 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:14 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:14 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:14 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:12 74010100 6 "CM-STATUS message sent. Event Type Code: 7; Chan ID: 35 36; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:12 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:12 74010100 6 "CM-STATUS message sent. Event Type Code: 7; Chan ID: 35 36; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:11 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:11 74010100 6 "CM-STATUS message sent. Event Type Code: 7; Chan ID: 35 36; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:11 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:11 74010100 6 "CM-STATUS message sent. Event Type Code: 7; Chan ID: 35 36; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:11 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:10 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:10 74010100 6 "CM-STATUS message sent. Event Type Code: 7; Chan ID: 35 36; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:10 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:10 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:10 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:10 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:10 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:10 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:10 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:10 82000800 3 "16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:10 82000600 3 "Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:10 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:10 82000800 3 "16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:10 82000600 3 "Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:10 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:07 2436694061 5 "Dynamic Range Window violation"
05/20/2020 19:07 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:07 2436694061 5 "Dynamic Range Window violation"
05/20/2020 19:07 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:07 2436694061 5 "Dynamic Range Window violation"
05/20/2020 19:07 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:07 2436694061 5 "Dynamic Range Window violation"
05/20/2020 19:07 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:07 2436694061 5 "Dynamic Range Window violation"
05/20/2020 19:07 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
05/20/2020 19:07 2436694061 5 "Dynamic Range Window violation"
05/20/2020 19:07 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=a4:98:13:fd:15:5d;CMTS-MAC=00:01:5c:7f:1a:4e;CM-QOS=1.1;CM-VER=3.1;"
Highlighted
Expert

Re: Loosing internet multiple times a day

What do the modem's signal stats look like ? 
You need to also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.




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Frequent Visitor

Re: Loosing internet multiple times a day

Thank you. Below are my Power and SNR values. From what I read on the Arris web site, downstream values seem ok but upstream power may be too low.

 

Tx,

Guido

 

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
20 Locked QAM256 495000000 Hz 1.0 dBmV 42.5 dB 249 551
17 Locked QAM256 477000000 Hz 0.8 dBmV 42.5 dB 192 353
18 Locked QAM256 483000000 Hz 0.8 dBmV 42.8 dB 196 391
19 Locked QAM256 489000000 Hz 0.9 dBmV 42.5 dB 198 346
21 Locked QAM256 507000000 Hz 1.6 dBmV 42.7 dB 137 375
22 Locked QAM256 513000000 Hz 1.7 dBmV 42.8 dB 185 348
23 Locked QAM256 519000000 Hz 1.5 dBmV 42.8 dB 187 340
24 Locked QAM256 525000000 Hz 1.6 dBmV 42.9 dB 182 341
25 Locked QAM256 531000000 Hz 1.5 dBmV 42.8 dB 196 332
26 Locked QAM256 537000000 Hz 1.7 dBmV 42.9 dB 150 361
27 Locked QAM256 543000000 Hz 1.6 dBmV 42.8 dB 203 326
28 Locked QAM256 549000000 Hz 1.7 dBmV 42.9 dB 175 316
29 Locked QAM256 555000000 Hz 1.6 dBmV 42.8 dB 154 362
30 Locked QAM256 561000000 Hz 1.8 dBmV 42.9 dB 173 335
31 Locked QAM256 567000000 Hz 1.7 dBmV 42.8 dB 196 307
32 Locked QAM256 573000000 Hz 1.8 dBmV 42.8 dB 134 369
33 Locked QAM256 579000000 Hz 1.6 dBmV 42.6 dB 185 331
34 Locked QAM256 585000000 Hz 1.8 dBmV 42.8 dB 213 265
35 Locked QAM256 591000000 Hz 1.8 dBmV 42.7 dB 164 321
36 Locked QAM256 597000000 Hz 2.0 dBmV 42.8 dB 169 325
37 Locked QAM256 603000000 Hz 1.8 dBmV 42.6 dB 203 297
38 Locked QAM256 609000000 Hz 1.9 dBmV 42.8 dB 136 360
39 Locked QAM256 615000000 Hz 1.9 dBmV 42.7 dB 186 296
40 Locked QAM256 621000000 Hz 1.7 dBmV 42.5 dB 181 317
41 Locked QAM256 627000000 Hz 1.8 dBmV 42.6 dB 159 299
42 Locked QAM256 633000000 Hz 1.6 dBmV 42.6 dB 156 315
43 Locked QAM256 639000000 Hz 1.7 dBmV 42.5 dB 161 323
44 Locked QAM256 645000000 Hz 1.6 dBmV 42.6 dB 171 287
45 Locked QAM256 651000000 Hz 1.7 dBmV 42.5 dB 177 325
46 Locked QAM256 657000000 Hz 1.4 dBmV 42.5 dB 172 293
47 Locked QAM256 663000000 Hz 1.4 dBmV 42.4 dB 162 321
48 Locked Other 688000000 Hz 1.7 dBmV 40.0 dB 3131091240 1


 

 
Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 35 Locked SC-QAM Upstream 30300000 Hz 6400000 Hz 38.0 dBmV
2 33 Locked SC-QAM Upstream 17300000 Hz 6400000 Hz 37.0 dBmV
3 34 Locked SC-QAM Upstream 23700000 Hz 6400000 Hz 37.0 dBmV
4 36 Locked SC-QAM Upstream 36700000 Hz 6400000 Hz 38.0 dBmV
Highlighted
Expert

Re: Loosing internet multiple times a day

The signal stats are fine, Arris is incorrect,  but the error log entries indicate 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 will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !



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Frequent Visitor

Re: Loosing internet multiple times a day

Thanks very much for your fast and helpful replies.

Guido

 

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Expert

Re: Loosing internet multiple times a day

Quite welcome !



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Official Employee

Re: Loosing internet multiple times a day

Hi, guidohaarmans. We want to help. I can take a look at things on this end. Please send me a private message with your first and last name. We can go from there. Thank you much!


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Frequent Visitor

Re: Loosing internet multiple times a day

Hi ComcastMorgan,

Did you get my private message on Thursday? Things are getting worse, yesterday I lost internet at least twice an hour. Below is my latest connection status.

Tx,

Guido

 

Connection

The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 597000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK  
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed  

 
Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
36 Locked QAM256 597000000 Hz 0.6 dBmV 42.9 dB 2010 3468
17 Locked QAM256 477000000 Hz -0.5 dBmV 42.8 dB 2068 3211
18 Locked QAM256 483000000 Hz -0.5 dBmV 42.8 dB 2043 3071
19 Locked QAM256 489000000 Hz -0.7 dBmV 42.6 dB 2014 3000
20 Locked QAM256 495000000 Hz -0.7 dBmV 42.6 dB 2015 3049
21 Locked QAM256 507000000 Hz 0.0 dBmV 42.9 dB 1996 3021
22 Locked QAM256 513000000 Hz 0.1 dBmV 43.0 dB 1976 2797
23 Locked QAM256 519000000 Hz -0.1 dBmV 42.9 dB 2003 2952
24 Locked QAM256 525000000 Hz 0.1 dBmV 43.0 dB 1868 2711
25 Locked QAM256 531000000 Hz 0.1 dBmV 42.9 dB 2068 2740
26 Locked QAM256 537000000 Hz 0.2 dBmV 42.9 dB 1875 2583
27 Locked QAM256 543000000 Hz 0.0 dBmV 42.9 dB 1792 2458
28 Locked QAM256 549000000 Hz 0.1 dBmV 42.9 dB 1810 2739
29 Locked QAM256 555000000 Hz 0.1 dBmV 42.9 dB 1838 2513
30 Locked QAM256 561000000 Hz 0.3 dBmV 42.9 dB 1808 2276
31 Locked QAM256 567000000 Hz 0.2 dBmV 42.9 dB 1723 2363
32 Locked QAM256 573000000 Hz 0.4 dBmV 42.8 dB 1722 2391
33 Locked QAM256 579000000 Hz 0.1 dBmV 42.8 dB 1602 2159
34 Locked QAM256 585000000 Hz 0.3 dBmV 42.9 dB 1708 2133
35 Locked QAM256 591000000 Hz 0.4 dBmV 42.8 dB 1584 2052
37 Locked QAM256 603000000 Hz 0.4 dBmV 42.8 dB 1607 2147
38 Locked QAM256 609000000 Hz 0.5 dBmV 42.9 dB 1528 2161
39 Locked QAM256 615000000 Hz 0.5 dBmV 42.8 dB 1607 2034
40 Locked QAM256 621000000 Hz 0.3 dBmV 42.6 dB 1539 2052
41 Locked QAM256 627000000 Hz 0.4 dBmV 42.7 dB 1550 1978
42 Locked QAM256 633000000 Hz 0.2 dBmV 42.6 dB 1514 2034
43 Locked QAM256 639000000 Hz 0.4 dBmV 42.7 dB 1442 2157
44 Locked QAM256 645000000 Hz 0.3 dBmV 42.7 dB 1567 1926
45 Locked QAM256 651000000 Hz 0.4 dBmV 42.7 dB 1482 2070
46 Locked QAM256 657000000 Hz 0.1 dBmV 42.6 dB 1534 2000
47 Locked QAM256 663000000 Hz 0.1 dBmV 42.5 dB 1508 1900
48 Locked Other 688000000 Hz 0.4 dBmV 40.0 dB 1927735 22



 
Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 35 Locked SC-QAM Upstream 30300000 Hz 6400000 Hz 39.0 dBmV
2 33 Locked SC-QAM Upstream 17300000 Hz 6400000 Hz 38.0 dBmV
3 34 Locked SC-QAM Upstream 23700000 Hz 6400000 Hz 38.0 dBmV
4 36 Locked SC-QAM Upstream 36700000 Hz 6400000 Hz 40.0 dBmV



 

Current System Time: Sat May 23 10:08:19 2020

 

 

Highlighted
Official Employee

Re: Loosing internet multiple times a day

Hi, yes. I did receive your reply, but I was on my days off. I have gone ahead and replied to your message. You can get back to me there whenever you have a chance. Thank you. 


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