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Multiple Connectivity Drops Every Day

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Regular Visitor

Multiple Connectivity Drops Every Day

I just moved into a new construction home two weeks ago.  I signed up for the triple-play package with 600 Mbps.  Every day the internet drops out at least 3-4 times, if not more, and takes 1-2 minutes to reconnect each time.  

 

Comcast originally installed a 4-way splitter where the cable comes into the house.  The power levels seemed very low based on the modem status details, so I replaced that splitter with a 2-way Legrand model.  The power levels improved drastically.  For the sake of completeness, yesterday I also purchased and installed a Netgear Nighthawk router (model AC4) to replace the older Netgear router I was using.  Today, things looked good up until around noon (Eastern Standard Time) when the internet cut out completely and didn't come back for over 15 minutes.  My modem log is attached below.  I'm hoping someone can help.  The modem is a brand new Netgear CM1150V.  Port aggregation has been disabled from the start.  I hope someone can help fix the problem.

 

 
 
Time Priority Description
Fri Jun 12 13:11:23 2020 Notice (6) CM-STATUS message sent. Event Type Code: 22; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 12 13:11:07 2020 Notice (6) CM-STATUS message sent. Event Type Code: 20; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 12 13:10:05 2020 Notice (6) TLV-11 - unrecognized OID;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 12 11:53:45 2020 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 12 11:41:14 2020 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 12 11:40:26 2020 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 12 11:34:50 2020 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 12 11:33:44 2020 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 19:29:01 2020 Notice (6) CM-STATUS message sent. Event Type Code: 22; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 19:28:35 2020 Notice (6) CM-STATUS message sent. Event Type Code: 20; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 19:19:15 2020 Notice (6) CM-STATUS message sent. Event Type Code: 22; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 19:18:51 2020 Notice (6) CM-STATUS message sent. Event Type Code: 20; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 19:06:29 2020 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:54:18 2020 Notice (6) TLV-11 - unrecognized OID;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:54:09 2020 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Thu Jun 11 18:53:44 2020 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:53:35 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:53:31 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:53:31 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:53:03 2020 Warning (5) MDD message timeout;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:53:02 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:52:57 2020 Warning (5) MDD message timeout;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:52:57 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:48:32 2020 Notice (6) CM-STATUS message sent. Event Type Code: 22; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:48:07 2020 Notice (6) CM-STATUS message sent. Event Type Code: 20; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:45:18 2020 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:45:15 2020 Notice (6) CM-STATUS message sent. Event Type Code: 22; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:43:16 2020 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:43:08 2020 Notice (6) CM-STATUS message sent. Event Type Code: 20; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:42:45 2020 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:42:45 2020 Notice (6) CM-STATUS message sent. Event Type Code: 22; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:36:34 2020 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:36:28 2020 Notice (6) CM-STATUS message sent. Event Type Code: 20; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:33:05 2020 Notice (6) CM-STATUS message sent. Event Type Code: 22; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:33:00 2020 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:32:15 2020 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:32:00 2020 Notice (6) CM-STATUS message sent. Event Type Code: 20; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 11 18:21:48 2020 Notice (6) CM-STATUS message sent. Event Type Code: 3; Chan ID: N/A; DSID: {; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d3:47:b0;CMTS-MAC=00:eb:d5:ed:a1:5c;CM-QOS=1.1;CM-VER=3.1;
 
 

EMTA Event Log

    
 
Time Text EndpointName
2020-06-12 13:11:05 Provisioning Complete - Warnings m288088D347B1.chlm7.ma.comcast.net/21.35.121.219

 

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 627000000 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 29 627000000 Hz -4.9 dBmV 38.7 dB 0 0
2 Locked QAM256 1 459000000 Hz -7.2 dBmV 38.6 dB 0 0
3 Locked QAM256 2 465000000 Hz -7.5 dBmV 38.5 dB 0 0
4 Locked QAM256 3 471000000 Hz -7.8 dBmV 38.3 dB 0 0
5 Locked QAM256 4 477000000 Hz -8 dBmV 38.2 dB 0 0
6 Locked QAM256 5 483000000 Hz -7.9 dBmV 38.2 dB 0 0
7 Locked QAM256 6 489000000 Hz -8.1 dBmV 38.1 dB 0 0
8 Locked QAM256 7 495000000 Hz -8.2 dBmV 38.1 dB 0 0
9 Locked QAM256 8 501000000 Hz -8.2 dBmV 38 dB 0 0
10 Locked QAM256 9 507000000 Hz -8.3 dBmV 37.8 dB 0 0
11 Locked QAM256 10 513000000 Hz -8.2 dBmV 37.7 dB 0 0
12 Locked QAM256 11 519000000 Hz -7.9 dBmV 38 dB 0 0
13 Locked QAM256 12 525000000 Hz -7.9 dBmV 37.9 dB 0 0
14 Locked QAM256 13 531000000 Hz -8.1 dBmV 37.7 dB 0 0
15 Locked QAM256 14 537000000 Hz -8 dBmV 37.5 dB 0 0
16 Locked QAM256 15 543000000 Hz -7.8 dBmV 37.8 dB 0 0
17 Locked QAM256 16 549000000 Hz -7.3 dBmV 38.1 dB 0 0
18 Locked QAM256 17 555000000 Hz -7.2 dBmV 38.2 dB 0 0
19 Locked QAM256 18 561000000 Hz -7 dBmV 38.2 dB 0 0
20 Locked QAM256 19 567000000 Hz -6.6 dBmV 38.3 dB 0 0
21 Locked QAM256 20 573000000 Hz -6.6 dBmV 38.3 dB 0 0
22 Locked QAM256 21 579000000 Hz -6.2 dBmV 38.5 dB 0 0
23 Locked QAM256 22 585000000 Hz -5.8 dBmV 38.6 dB 0 0
24 Locked QAM256 23 591000000 Hz -5.6 dBmV 38.6 dB 0 0
25 Locked QAM256 24 597000000 Hz -5.5 dBmV 38.4 dB 0 0
26 Locked QAM256 25 603000000 Hz -5.4 dBmV 38.6 dB 0 0
27 Locked QAM256 26 609000000 Hz -5.4 dBmV 38.6 dB 0 0
28 Locked QAM256 27 615000000 Hz -5.4 dBmV 38.7 dB 0 0
29 Locked QAM256 28 621000000 Hz -5.1 dBmV 38.7 dB 0 0
30 Locked QAM256 30 633000000 Hz -5.3 dBmV 38.5 dB 0 0
31 Locked QAM256 31 639000000 Hz -4.9 dBmV 38.6 dB 0 0
32 Locked QAM256 32 645000000 Hz -5.1 dBmV 38.5 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 5 5120 Ksym/sec 36500000 Hz 44 dBmV
2 Locked ATDMA 6 5120 Ksym/sec 30100000 Hz 44 dBmV
3 Locked ATDMA 7 5120 Ksym/sec 23700000 Hz 44.5 dBmV
4 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
 
Downstream OFDM Channels
Channel Lock
Status
Modulation /
Profile ID
Channel
ID
Frequency Power SNR /
MER
Active Subcarrier
Number Range
Unerrored
Codewords
Correctable
Codewords
Uncorrectable
Codewords
1 Locked 0 159 702000000 Hz -5.5 dBmV 38.2 dB 1126 ~ 2969 54169883 574750 0
2 Not Locked 0 0 0 Hz 0 dBmV 0.0 dB 0 ~ 4095 0 0 0
 
Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked 0 0 0 Hz 0 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV
 
Current System Time:Fri Jun 12 13:33:36 2020
System Up Time:00:24:24
Highlighted
Expert

Re: Multiple Connectivity Drops Every Day

The downstream power is on the low / weak side and it may be intermittently fluctuating even lower to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.



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Highlighted
Regular Visitor

Re: Multiple Connectivity Drops Every Day

Thanks.  It sounds like a tech visit is required.

Highlighted
Expert

Re: Multiple Connectivity Drops Every Day

Good luck with it !



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!