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Multiple daily internet disconnects...need help with troubleshooting

Regular Visitor

Multiple daily internet disconnects...need help with troubleshooting

I feel like I am at my wits end.  I am getting zero help from Comcast even though I have called multiple times about the same issue.  They said they tested my line and cannot find a problem.  They won't help with inside the house equipment.  I've replaced the cable and connectors to the wall.  I purchased a new modem (Arris SB8200) earlier this year and nothing has solved the problem.  I'm attaching screen shots of the router in the hopes that someone can help me with what to try next.IMG_4134 (1).jpgIMG_4135.jpgIMG_4136.jpgIMG_4138.jpg

 

 

Regular Visitor

Re: Multiple daily internet disconnects...need help with troubleshooting

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 537000000 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
6 Locked QAM256 537000000 Hz -3.2 dBmV 41.2 dB 52 0
7 Locked QAM256 543000000 Hz -3.9 dBmV 40.9 dB 26 0
8 Locked QAM256 549000000 Hz -3.5 dBmV 41.3 dB 43 0
9 Locked QAM256 555000000 Hz -3.4 dBmV 41.1 dB 12 29
10 Locked QAM256 561000000 Hz -3.1 dBmV 41.4 dB 43 0
11 Locked QAM256 567000000 Hz -3.3 dBmV 41.2 dB 38 0
12 Locked QAM256 573000000 Hz -3.5 dBmV 41.0 dB 43 4
13 Locked QAM256 579000000 Hz -3.4 dBmV 41.2 dB 17 0
14 Locked QAM256 585000000 Hz -4.0 dBmV 40.9 dB 42 0
15 Locked QAM256 591000000 Hz -3.7 dBmV 41.0 dB 15 0
16 Locked QAM256 597000000 Hz -3.8 dBmV 40.8 dB 8 0
17 Locked QAM256 603000000 Hz -2.9 dBmV 41.4 dB 29 0
18 Locked QAM256 609000000 Hz -3.6 dBmV 40.8 dB 21 0
19 Locked QAM256 615000000 Hz -3.1 dBmV 41.2 dB 21 0
20 Locked QAM256 621000000 Hz -3.0 dBmV 40.9 dB 29 0
21 Locked QAM256 627000000 Hz -2.4 dBmV 41.1 dB 26 0
22 Locked QAM256 633000000 Hz -2.6 dBmV 41.2 dB 12 0
23 Locked QAM256 639000000 Hz -3.1 dBmV 40.7 dB 34 0
24 Locked QAM256 645000000 Hz -2.2 dBmV 41.2 dB 0 0
25 Locked QAM256 651000000 Hz -2.4 dBmV 40.6 dB 5 0
26 Locked QAM256 657000000 Hz -1.9 dBmV 41.3 dB 17 0
27 Locked QAM256 663000000 Hz -2.6 dBmV 40.7 dB 20 0
28 Locked QAM256 669000000 Hz -2.3 dBmV 40.9 dB 0 0
29 Locked QAM256 675000000 Hz -2.3 dBmV 40.5 dB 26 0
30 Locked QAM256 681000000 Hz -3.0 dBmV 40.7 dB 24 0
31 Locked QAM256 687000000 Hz -3.1 dBmV 40.7 dB 23 0
32 Locked QAM256 693000000 Hz -2.7 dBmV 40.6 dB 12 0
33 Locked Other 780000000 Hz -4.1 dBmV 37.0 dB 144126523 0
34 Not Locked QAM256 0 Hz 0.0 dBmV 41.0 dB 6 0
35 Locked QAM256 699000000 Hz -2.1 dBmV 40.6 dB 0 0
36 Locked QAM256 705000000 Hz -2.7 dBmV 40.5 dB 0 0
37 Locked QAM256 711000000 Hz -3.4 dBmV 40.3 dB 0 0



 
Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 2 Locked SC-QAM Upstream 23700000 Hz 6400000 Hz 47.0 dBmV
2 1 Locked SC-QAM Upstream 17300000 Hz 6400000 Hz 47.0 dBmV
3 3 Locked SC-QAM Upstream 30100000 Hz 6400000 Hz 47.0 dBmV
4 4 Locked SC-QAM Upstream 36500000 Hz 6400000 Hz 46.0 dBmV
Regular Visitor

Re: Multiple daily internet disconnects...need help with troubleshooting

Event Log

The table below contains the log of events that the SB8200 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

Date Time Event ID Event Level Description
01/01/1970 00:00 2436694066 6 "Honoring MDD; IP provisioning mode = IPv6"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 20:40 2436694044 3 "Resetting the cable modem due to docsDevResetNow"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 20:19 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 20:19 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 20:19 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 20:18 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 20:16 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 20:16 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 20:15 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 20:15 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 20:15 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 20:15 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 20:15 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 20:15 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 20:14 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 20:14 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 20:14 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 20:14 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 20:14 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 20:14 82000800 3 "16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 20:14 82000600 3 "Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 20:14 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 19:21 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 18:14 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 16:56 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 16:56 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 16:54 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 16:54 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 16:53 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 16:53 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 16:52 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 16:52 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 16:52 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 16:52 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 16:52 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 16:52 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 16:52 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 16:52 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 16:52 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 16:52 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 16:52 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 16:52 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 16:52 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 16:52 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 16:52 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
09/22/2019 16:52 82000800 3 "16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=2c:95:69:67:ca:c5;CMTS-MAC=00:01:5c:78:da:61;CM-QOS=1.1;CM-VER=3.1;"
Expert

Re: Multiple daily internet disconnects...need help with troubleshooting

The signal stats looked o/k (except for channel 34) at that snapshot in time, and 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.
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Official Employee

Re: Multiple daily internet disconnects...need help with troubleshooting

Hi there, fjperkins. Thank you for posting your modem info. We would like to take a look at some other readings on this end to see if we can narrow down the source of the problem, but we will need to get your account pulled up first in order to do so. If you can please send us a private message with your name, we can continue from there.

 

 

To send a private message, please click our name "Comcast_Support" then select "Send a Message" on the right side.

 

 

Thank you!


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Regular Visitor

Re: Multiple daily internet disconnects...need help with troubleshooting

Private Message sent!

Official Employee

Re: Multiple daily internet disconnects...need help with troubleshooting

Thank you! 


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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!