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My internet cut out at least 25 times Today (new personal record)

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Frequent Visitor

My internet cut out at least 25 times Today (new personal record)

I have the $200 Nighthawk C7000-100NAS Modem

 

My event log is full of T3 and T4 timed outs!!! 

 

TimePriorityDescription
2020-9-9, 00:39:20Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=08:36:c9:59:33:f8;CMTS-MAC=00:38:df:9a:8d:cc;CM-QOS=1.1;CM-VER=3.0;
2020-9-9, 00:39:06Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:59:33:f8;CMTS-MAC=00:38:df:9a:8d:cc;CM-QOS=1.1;CM-VER=3.0;
2020-9-9, 00:38:52Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=08:36:c9:59:33:f8;CMTS-MAC=00:38:df:9a:8d:cc;CM-QOS=1.1;CM-VER=3.0;
2020-9-9, 00:38:47Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:59:33:f8;CMTS-MAC=00:38:df:9a:8d:cc;CM-QOS=1.1;CM-VER=3.0;
2020-9-9, 00:38:00Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=08:36:c9:59:33:f8;CMTS-MAC=00:38:df:9a:8d:cc;CM-QOS=1.1;CM-VER=3.0;
2020-9-9, 00:37:47Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:59:33:f8;CMTS-MAC=00:38:df:9a:8d:cc;CM-QOS=1.1;CM-VER=3.0;

 

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM25629639000000 Hz-1 dBmV40.4 dB00
2LockedQAM25613543000000 Hz-0.5 dBmV41.1 dB20
3LockedQAM25614549000000 Hz-0.1 dBmV41.4 dB00
4LockedQAM25615555000000 Hz-0.2 dBmV41.3 dB00
5LockedQAM25616561000000 Hz-1.2 dBmV40.4 dB10
6LockedQAM25617567000000 Hz-0.5 dBmV41.2 dB00
7LockedQAM25618573000000 Hz-1 dBmV40.7 dB00
8LockedQAM25619579000000 Hz-1 dBmV40.5 dB10
9LockedQAM25620585000000 Hz-0.8 dBmV40.5 dB20
10LockedQAM25621591000000 Hz-1.5 dBmV40.2 dB00
11LockedQAM25622597000000 Hz-1 dBmV40.4 dB00
12LockedQAM25623603000000 Hz-1 dBmV40.5 dB00
13LockedQAM25624609000000 Hz-0.9 dBmV40.5 dB00
14LockedQAM25625615000000 Hz-0.4 dBmV40.8 dB00
15LockedQAM25626621000000 Hz-0.9 dBmV40.5 dB00
16LockedQAM25627627000000 Hz-0.9 dBmV40.5 dB00
17LockedQAM25628633000000 Hz-1 dBmV41.9 dB00
18LockedQAM25630645000000 Hz-0.4 dBmV42.5 dB00
19LockedQAM25631651000000 Hz-0.5 dBmV42.5 dB00
20LockedQAM25632657000000 Hz-0.5 dBmV42.3 dB00
21LockedQAM25633663000000 Hz-1.2 dBmV41.9 dB00
22LockedQAM25634669000000 Hz-1.3 dBmV41.9 dB00
23LockedQAM25635675000000 Hz-1.4 dBmV41.3 dB00
24LockedQAM25636681000000 Hz-1.3 dBmV41.6 dB00
 
Upstream Bonded Channels (Partial Service)
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA15120 Ksym/sec30100000 Hz50.5 dBmV
2LockedATDMA25120 Ksym/sec36500000 Hz50 dBmV
3Not LockedUnknown30 Ksym/sec17300000 Hz0.0 dBmV
4Not LockedUnknown40 Ksym/sec23700000 Hz0.0 dBmV
5Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
6Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
7Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
8Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV

 

Why do I only have two locked upstream channels?

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Frequent Visitor

Re: My internet cut out at least 25 times Today (new personal record)

Not using any splitters, bought new coax cable, changed my settings all around such as using static IP address. Nothing helps. Internet cutting in and out every 20 minutes. Really frustrated. Can't get any work done. 

 

I might need to check the cable box outside my house to see what is really going on.

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Diamond Problem Solver

Re: My internet cut out at least 25 times Today (new personal record)

The missing upstream channels is most likely a result of maintenance putting a high pass filter on your drop because of noise/ingress coming out of your house. There should be notes on your account, if there is one. The ones that are showing are a little high for no splitters, as the downstream would be a bit low for no splitters.

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Expert

Re: My internet cut out at least 25 times Today (new personal record)

The upstream power is too high (not much wiggle room) and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

 

If nothing below applies, then you'll need to get a tech out to investigate / correct the problem.

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.

 

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Good luck !



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Frequent Visitor

Re: My internet cut out at least 25 times Today (new personal record)

How do I get more upstream bonded channels? I only have 2 locked out of 8. Do I call xfinity? 

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Expert

Re: My internet cut out at least 25 times Today (new personal record)

First, try power cycling / rebooting the modem. You'll never get "8" as they currently offer only 3 to 5 depending on the local system.



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Frequent Visitor

Re: My internet cut out at least 25 times Today (new personal record)

*Update*

Since I only have internet and not TV or phone, I unplugged 2 outta 4 coax cable in my cable box hoping to get better signals. There are 2 fixed coax cable in there meaning it was nearly impossible to unplug it. Only master bedroom and living are active now. 

Here are the new numbers. Im still only getting 2 upstream channels. 

 

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM25617567000000 Hz-2 dBmV41.8 dB00
2LockedQAM25613543000000 Hz-1.3 dBmV42.1 dB00
3LockedQAM25614549000000 Hz-1.4 dBmV42 dB00
4LockedQAM25615555000000 Hz-1.8 dBmV41.8 dB00
5LockedQAM25616561000000 Hz-2 dBmV41.6 dB00
6LockedQAM25618573000000 Hz-2.2 dBmV41.6 dB00
7LockedQAM25619579000000 Hz-2.5 dBmV41.2 dB00
8LockedQAM25620585000000 Hz-2.8 dBmV40.6 dB00
9LockedQAM25621591000000 Hz-2.8 dBmV40.5 dB00
10LockedQAM25622597000000 Hz-2.8 dBmV40.5 dB10
11LockedQAM25623603000000 Hz-2.6 dBmV40.7 dB00
12LockedQAM25624609000000 Hz-2.5 dBmV40.8 dB10
13LockedQAM25625615000000 Hz-2.6 dBmV40.8 dB00
14LockedQAM25626621000000 Hz-2.8 dBmV40.8 dB00
15LockedQAM25627627000000 Hz-2.9 dBmV40.8 dB10
16LockedQAM25628633000000 Hz-3 dBmV40.9 dB00
17LockedQAM25629639000000 Hz-3 dBmV41.9 dB00
18LockedQAM25630645000000 Hz-2.7 dBmV42.5 dB00
19LockedQAM25631651000000 Hz-2.9 dBmV42 dB00
20LockedQAM25632657000000 Hz-3.1 dBmV41.9 dB00
21LockedQAM25633663000000 Hz-3.4 dBmV41.9 dB00
22LockedQAM25634669000000 Hz-3.3 dBmV41.8 dB00
23LockedQAM25635675000000 Hz-3.4 dBmV41.3 dB00
24LockedQAM25636681000000 Hz-3.5 dBmV41.4 dB00
 
Upstream Bonded Channels (Partial Service)
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA25120 Ksym/sec36500000 Hz48.5 dBmV
2LockedATDMA15120 Ksym/sec30100000 Hz51.5 dBmV
3Not LockedUnknown30 Ksym/sec17300000 Hz0.0 dBmV
4Not LockedUnknown40 Ksym/sec23700000 Hz0.0 dBmV
5Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
6Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
7Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
8Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
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Frequent Visitor

Re: My internet cut out at least 25 times Today (new personal record)

Any further help would be appreciate before I pay comcast $80 for a tech visit 😞

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Expert

Re: My internet cut out at least 25 times Today (new personal record)

The upstream power is still too high on channel 2. This indicates an upstream channel / return path signal impairment. Signal impairments can definitely cause the un-bonding of channels. Perhaps it would be best to get a tech out to investigate / correct this problem.

 

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Good luck !



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.
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Frequent Visitor

Re: My internet cut out at least 25 times Today (new personal record)

@EG, Do you know why it is so high? I don't think I have a bad modem. I did try everything that you mentioned above. Maybe it's just my neighborhood receptions. Who knows. 

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Expert

Re: My internet cut out at least 25 times Today (new personal record)

It's not the modem, it's a line / hardware / connection impairment somewhere. There's too much resistance and / or noise in the lines so the CMTS / system is having difficulty hearing your modem, so the system instructs the modem to put out more power / shout louder to try to help it to hear your modem.



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Diamond Problem Solver

Re: My internet cut out at least 25 times Today (new personal record)

Do you still have a splitter in place?

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Frequent Visitor

Re: My internet cut out at least 25 times Today (new personal record)

Of course I have splitters in the cable box provided by comcast but not inside my home. 

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Frequent Visitor

Re: My internet cut out at least 25 times Today (new personal record)

**Update**

Xfinity tech came by the house today and fixed my wiring and check the pole. He was able to get my other two missing unlocked channels to locked and power numbers on the upstream went down by 10 and he didn't charge me at all. Said it was on them. Special thank to EG who suggested that a tech need to check my place out!  

 

Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel615000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnabledBPI+
IP Provisioning ModeHonor MDDhonorMdd(4)
 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM25625615000000 Hz6.9 dBmV41.7 dB00
2LockedQAM25613543000000 Hz7.4 dBmV42.3 dB00
3LockedQAM25614549000000 Hz7.4 dBmV42.3 dB00
4LockedQAM25615555000000 Hz7.4 dBmV42.3 dB00
5LockedQAM25616561000000 Hz7.4 dBmV42.2 dB00
6LockedQAM25617567000000 Hz7.4 dBmV42.5 dB00
7LockedQAM25618573000000 Hz7 dBmV42.2 dB00
8LockedQAM25619579000000 Hz6.8 dBmV41.8 dB00
9LockedQAM25620585000000 Hz6.5 dBmV41.3 dB00
10LockedQAM25621591000000 Hz6.8 dBmV41.4 dB00
11LockedQAM25622597000000 Hz7 dBmV41.5 dB00
12LockedQAM25623603000000 Hz7.2 dBmV41.7 dB00
13LockedQAM25624609000000 Hz7.1 dBmV41.7 dB00
14LockedQAM25626621000000 Hz6.8 dBmV41.7 dB00
15LockedQAM25627627000000 Hz6.9 dBmV41.9 dB00
16LockedQAM25628633000000 Hz6.9 dBmV42 dB00
17LockedQAM25629639000000 Hz7 dBmV42.9 dB00
18LockedQAM25630645000000 Hz7 dBmV43.2 dB00
19LockedQAM25631651000000 Hz7 dBmV43.1 dB00
20LockedQAM25632657000000 Hz7.1 dBmV42.8 dB00
21LockedQAM25633663000000 Hz6.6 dBmV42.5 dB00
22LockedQAM25634669000000 Hz6.7 dBmV42.5 dB00
23LockedQAM25635675000000 Hz6.4 dBmV42 dB00
24LockedQAM25636681000000 Hz6 dBmV42 dB00
 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA25120 Ksym/sec36500000 Hz40 dBmV
2LockedATDMA15120 Ksym/sec30100000 Hz41.5 dBmV
3LockedATDMA35120 Ksym/sec17300000 Hz43.5 dBmV
4LockedATDMA45120 Ksym/sec23700000 Hz42.5 dBmV
5Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
6Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
7Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
8Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
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Expert

Re: My internet cut out at least 25 times Today (new personal record)

Quite welcome ! Glad you got it straightened out ! Now closing this topic.



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