Frequent Visitor
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10 Messages
Losing connectivity, router log shows problems
Starting a couples weeks ago, our internet connection has been irratic. I checked our Motorola MG7315 Modem+Router and the signal levels look good, but the event log in the status screen shows several entries that repeat. Can anyone help me understand what these mean, and what to do about them? Thanks in advance.
| Thu Jun 25 23:09:18 2020 | Warning (5) | Unicast DSID PSN startup error |
| Fri Jun 26 00:23:36 2020 | Critical (3) | Started Unicast Maintenance Ranging - No Response received -... |
| Fri Jun 26 00:25:46 2020 | Critical (3) | Received Response to Broadcast Maintenance Request, But no U... |
| Fri Jun 26 00:26:18 2020 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=00:40:36:5... |
| Fri Jun 26 00:26:26 2020 | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
miketranch
Frequent Visitor
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10 Messages
5 years ago
thanks for your help.
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EG
Expert
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111.5K Messages
5 years ago
Those can't be read by the modem. They can only be read from their receiving end.
The signal stats are o/k 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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EG
Expert
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111.5K Messages
5 years ago
Please also post those signal stat numbers.
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miketranch
Frequent Visitor
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10 Messages
5 years ago
my modem doesn't show upstream Rx or SNR
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miketranch
Frequent Visitor
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10 Messages
5 years ago
it drops out fairly randomly, but seems to get worse every day around 4 to 5 pm. Most of the time, the modem lights (and browser dashboard) show still connected to internet, but we experience no or very slow connection. At 4 to 5 or so, the modem LEDs show no internet connection. Normal is power green, down blue, up blue, internet green. When it really goes down (4 to 5 or so) the power is green, down is green, up is green flashing, and internet is off. Power cycling doesn't clear this error. Later, it will come back...
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XfinityAmira
Official Employee
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4.2K Messages
5 years ago
Hello @miketranch, thanks for reaching out to us through our Forums page. We appreciate you being a customer with us and I am sorry to hear about these connection issues you have recently been experiencing. I would love to further troubleshoot and assist you with this. Can you please send me a private message including your first and last name as it appears on the account?
To send me a Private Message, please click my name “ComcastAmira” and click “send a message".
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miketranch
Frequent Visitor
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10 Messages
5 years ago
hi Amira, I sent you private message as requested. Looking forward to your help, thanks. I also lookied into my router firewall log and found this:
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miketranch
Frequent Visitor
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10 Messages
5 years ago
and here's the router event log again:
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miketranch
Frequent Visitor
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10 Messages
5 years ago
I'm seeing entries in the router firewall event log. I'm not sure if these are actual attacks, or simply errors caused by poor upstream signal connection? (Note, the downstream levels, posted above, are in the normal range.)
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miketranch
Frequent Visitor
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10 Messages
5 years ago
and the signal levels:
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