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Please: I need help with intermittent connection errors

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Please: I need help with intermittent connection errors

I have an Arris SB6190. Here is my log:

Thu Sep 26 17:00:38 2019 3 No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:39:02:51;CMTS-MAC=28:52:61:f0:af:22;CM-QOS=1.1;CM-VER=3.0;
Thu Sep 26 17:05:25 2019 5 RCS Partial Service;CM-MAC=5c:e3:0e:39:02:51;CMTS-MAC=28:52:61:f0:af:22;CM-QOS=1.1;CM-VER=3.0;
Thu Sep 26 17:42:34 2019 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=5c:e3:0e:39:02:51;CMTS-MAC=28:52:61:f0:af:22;CM-QOS=1.1;CM-VER=3.0;
Thu Sep 26 17:42:34 2019 3 No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:39:02:51;CMTS-MAC=28:52:61:f0:af:22;CM-QOS=1.1;CM-VER=3.0;
Thu Sep 26 17:43:54 2019 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=5c:e3:0e:39:02:51;CMTS-MAC=28:52:61:f0:af:22;CM-QOS=1.1;CM-VER=3.0;
Thu Sep 26 17:43:54 2019 3 No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:39:02:51;CMTS-MAC=28:52:61:f0:af:22;CM-QOS=1.1;CM-VER=3.0;
Thu Sep 26 17:44:42 2019 5 RCS Partial Service;CM-MAC=5c:e3:0e:39:02:51;CMTS-MAC=28:52:61:f0:af:22;CM-QOS=1.1;CM-VER=3.0;
Thu Sep 26 17:47:54 2019 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=5c:e3:0e:39:02:51;CMTS-MAC=28:52:61:f0:af:22;CM-QOS=1.1;CM-VER=3.0;
Thu Sep 26 17:47:54 2019 3 No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:39:02:51;CMTS-MAC=28:52:61:f0:af:22;CM-QOS=1.1;CM-VER=3.0;
Thu Sep 26 17:48:32 2019 5 RCS Partial Service;CM-MAC=5c:e3:0e:39:02:51;CMTS-MAC=28:52:61:f0:af:22;CM-QOS=1.1;CM-VER=3.0;
Thu Sep 26 17:49:34 2019 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=5c:e3:0e:39:02:51;CMTS-MAC=28:52:61:f0:af:22;CM-QOS=1.1;CM-VER=3.0;
Thu Sep 26 17:49:34 2019 3 No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:39:02:51;CMTS-MAC=28:52:61:f0:af:22;CM-QOS=1.1;CM-VER=3.0;
Thu Sep 26 17:49:36 2019 5 RCS Partial Service;CM-MAC=5c:e3:0e:39:02:51;CMTS-MAC=28:52:61:f0:af:22;CM-QOS=1.1;CM-VER=3.0;
Thu Sep 26 17:51:13 2019 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=5c:e3:0e:39:02:51;CMTS-MAC=28:52:61:f0:af:22;CM-QOS=1.1;CM-VER=3.0;
Thu Sep 26 17:51:14 2019 3 No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:39:02:51;CMTS-MAC=28:52:61:f0:af:22;CM-QOS=1.1;CM-VER=3.0;
Thu Sep 26 17:57:54 2019 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=5c:e3:0e:39:02:51;CMTS-MAC=28:52:61:f0:af:22;CM-QOS=1.1;CM-VER=3.0;
Thu Sep 26 17:57:54 2019 3 No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:39:02:51;CMTS-MAC=28:52:61:f0:af:22;CM-QOS=1.1;CM-VER=3.0;
Thu Sep 26 17:58:03 2019 5 RCS Partial Service;CM-MAC=5c:e3:0e:39:02:51;CMTS-MAC=28:52:61:f0:af:22;CM-QOS=1.1;CM-VER=3.0;
Thu Sep 26 18:08:32 2019 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=5c:e3:0e:39:02:51;CMTS-MAC=28:52:61:f0:af:22;CM-QOS=1.1;CM-VER=3.0;
Thu Sep 26 18:08:32 2019 3 No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:39:02:51;CMTS-MAC=28:52:61:f0:af:22;CM-QOS=1.1;CM-VER=3.0;

 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 9 543.00 MHz 8.30 dBmV 40.37 dB 21374 136920
2 Locked 256QAM 1 483.00 MHz 8.20 dBmV 38.61 dB 19814 112491
3 Locked 256QAM 2 489.00 MHz 8.20 dBmV 38.61 dB 17360 97999
4 Locked 256QAM 3 495.00 MHz 8.00 dBmV 38.98 dB 20620 133873
5 Locked 256QAM 4 507.00 MHz 8.40 dBmV 38.98 dB 18764 110482
6 Locked 256QAM 5 513.00 MHz 8.10 dBmV 38.98 dB 17022 98465
7 Locked 256QAM 6 519.00 MHz 8.30 dBmV 38.98 dB 19154 125881
8 Locked 256QAM 7 525.00 MHz 8.30 dBmV 38.98 dB 19031 134227
9 Locked 256QAM 8 531.00 MHz 8.20 dBmV 38.98 dB 15002 93078
10 Locked 256QAM 10 549.00 MHz 8.10 dBmV 38.61 dB 13036 93820
11 Locked 256QAM 11 555.00 MHz 8.30 dBmV 38.61 dB 11290 69245
12 Locked 256QAM 12 561.00 MHz 8.20 dBmV 38.98 dB 17829 111734
13 Locked 256QAM 13 567.00 MHz 8.20 dBmV 38.98 dB 18979 126434
14 Locked 256QAM 14 573.00 MHz 8.30 dBmV 38.98 dB 11372 67420
15 Locked 256QAM 15 579.00 MHz 8.50 dBmV 38.61 dB 12484 74323
16 Locked 256QAM 16 585.00 MHz 8.50 dBmV 38.61 dB 18586 128504
17 Locked 256QAM 17 591.00 MHz 8.80 dBmV 38.98 dB 11630 72051
18 Locked 256QAM 18 597.00 MHz 8.80 dBmV 38.98 dB 12800 73621
19 Locked 256QAM 19 603.00 MHz 8.70 dBmV 38.61 dB 13662 87372
20 Locked 256QAM 20 609.00 MHz 9.00 dBmV 38.61 dB 13893 76350
21 Locked 256QAM 21 615.00 MHz 9.20 dBmV 38.98 dB 13478 82959
22 Locked 256QAM 22 621.00 MHz 9.00 dBmV 38.98 dB 15159 95805
23 Locked 256QAM 23 627.00 MHz 9.30 dBmV 38.98 dB 10507 68326
24 Locked 256QAM 24 633.00 MHz 9.30 dBmV 38.98 dB 14118 88698
25 Locked 256QAM 25 639.00 MHz 9.20 dBmV 38.90 dB 845 19901
26 Locked 256QAM 26 645.00 MHz 9.00 dBmV 39.20 dB 1074 18097
27 Locked 256QAM 27 651.00 MHz 8.90 dBmV 38.90 dB 930 20737
28 Locked 256QAM 28 657.00 MHz 8.90 dBmV 39.20 dB 871 22862
29 Locked 256QAM 29 663.00 MHz 8.80 dBmV 39.50 dB 1183 20761
30 Locked 256QAM 30 669.00 MHz 9.10 dBmV 39.20 dB 1268 20757
31 Locked 256QAM 31 675.00 MHz 9.20 dBmV 38.90 dB 1244 22989
32 Locked 256QAM 32 681.00 MHz 9.00 dBmV 39.20 dB 1348 25106

 

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 kSym/s 17.30 MHz 44.00 dBmV
2 Locked ATDMA 4 5120 kSym/s 23.70 MHz 43.50 dBmV
3 Locked ATDMA 2 5120 kSym/s 36.50 MHz 43.50 dBmV
4 Locked ATDMA 1 5120 kSym/s 30.10 MHz 42.75 dBmV
Expert

Re: Please: I need help with intermittent connection errors

Are you actually losing your connection to the internet ?



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Regular Visitor

Re: Please: I need help with intermittent connection errors

Yes, briefly

Expert

Re: Please: I need help with intermittent connection errors

Even though the signal stats looked o/k at that snapshot in time, the error log entries and the uncorrectable bit errors 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.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Official Employee

Re: Please: I need help with intermittent connection errors

Hi,  BrianIngersoll. Thank you for posting your modem's info and sorry to hear you're experiencing difficulties with your connectivity. If you can please send us a private message with your name (first and last) we can take a look at other diagnostic informtion on this end and go from there. 

 

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

 

Thanks! We look forward to helping you out.


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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.
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