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Poor service, multiple disconnects

Contributor

Poor service, multiple disconnects

Please see the below. My service has been plauged for years with this sort of issue. I had the lines in the yard replaced 4 times, and every other time inbetween told its an issue at the service center, but when will it be fixed.

 

Most issues are wireless, because the radios get reset due to the T3 & T4 timeouts. Most wired connections are ok but even those suffer. There is only one splitter at where the line comes into the house. There are no amps or attenuators installed

 

1970-1-1, 00:00:40 Notice (6) Honoring MDD; IP provisioning mode = IPv6
1970-1-1, 00:00:35 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:33 Notice (6) WiFi Interface [wl0] set to Channel 2 (Side-Band Channel:N/A) - Reason:INIT
1970-1-1, 00:00:30 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-5-12, 19:41:01 Critical (3) Resetting the cable modem due to docsDevResetNow
1970-1-1, 00:02:04 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:01:56 Critical (3) TFTP Request Retries exceeded, CM unable to register
1970-1-1, 00:01:56 Critical (3) TFTP failed - Request sent - No Response;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:30 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-5-12, 17:27:59 Critical (3) Resetting the cable modem due to docsDevResetNow
1970-1-1, 00:00:36 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:30 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:36 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:30 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-5-12, 15:20:33 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:19:33 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.0;CM-VER=3.0;
2019-5-12, 15:19:14 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:15:16 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:15:06 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:14:52 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:14:28 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:14:06 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:14:06 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:14:06 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:14:04 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:14:04 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:14:04 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:13:40 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:13:16 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:13:15 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:13:15 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:13:14 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:13:13 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:13:12 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:13:11 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:13:11 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:13:10 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:13:09 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:13:08 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
2019-5-12, 15:13:07 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:40:a0:31:c1:78;CMTS-MAC=00:01:5c:b2:86:5f;CM-QOS=1.1;CM-VER=3.0;
Contributor

Re: Truly horrendus service

Acquire Downstream Channel 477000000 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 1 477000000 Hz -1.6 dBmV 37.9 dB 0 0
2 Locked QAM256 3 489000000 Hz -1.8 dBmV 37.8 dB 0 0
3 Locked QAM256 4 495000000 Hz -1.6 dBmV 38 dB 0 0
4 Locked QAM256 5 501000000 Hz -1.4 dBmV 38 dB 0 0
5 Locked QAM256 6 507000000 Hz -1.3 dBmV 37.6 dB 0 0
6 Locked QAM256 8 519000000 Hz -1.5 dBmV 37.9 dB 0 0
7 Locked QAM256 9 525000000 Hz -1.6 dBmV 37.7 dB 0 0
8 Locked QAM256 11 537000000 Hz -1.4 dBmV 37.9 dB 0 0
9 Locked QAM256 12 543000000 Hz -1.3 dBmV 37.8 dB 0 0
10 Locked QAM256 13 555000000 Hz -1.6 dBmV 37.8 dB 0 0
11 Locked QAM256 14 561000000 Hz -1.3 dBmV 37.9 dB 0 0
12 Locked QAM256 15 567000000 Hz -1.1 dBmV 37.6 dB 0 0
13 Locked QAM256 18 585000000 Hz -0.8 dBmV 38 dB 0 0
14 Locked QAM256 20 597000000 Hz -0.7 dBmV 37.9 dB 0 0
15 Locked QAM256 26 633000000 Hz 1 dBmV 39.2 dB 0 0
16 Locked QAM256 31 663000000 Hz 1.3 dBmV 39.3 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 2 5120 Ksym/sec 29400000 Hz 43.5 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 35800000 Hz 42.8 dBmV
3 Locked ATDMA 4 5120 Ksym/sec 16600000 Hz 44.5 dBmV
4 Locked ATDMA 3 5120 Ksym/sec 23000000 Hz 44 dBmV
 
Extended Upstream Transmit Power
Enable Extended Upstream Transmit Power
 
Current System Time:Sun May 12 20:03:30 2019
System Up Time:00:22:05
Contributor

Re: Truly horrendus service

Different day, same poor service
Screenshot_20190513-175645_Chrome.jpg
Screenshot_20190513-175705_Chrome.jpg
Expert

Re: Truly horrendus service

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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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Official Employee

Re: Truly horrendus service

elie2wins, appreciate you taking the time to reach out to us on the forums! I've seen your modem logs here and everything seems to be in spec save a few concerns with the T3 and T4 timeouts. Your modem is having issue connecting and remaining connected to the CMTS so I'm guessing there is maintenance being done in the area. 

 

 

Please send me a private message with your full name so I can authenticate your account and take a closer look into this. Thanks. 

 

Ken


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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!
Highlighted
Contributor

Re: Truly horrendus service

Today is another day of poor service. I still have no or intermittent access but now theres nothing showing up in the event log. 

Contributor

Re: Truly horrendus service

Xfinity tech came yesterday 5/17 and found no problems. The service was the best it had ever been that day and the evening before. Some delays but a steady signal.

Today 5/18 and we're back to errors and no connection despite all the green lights
Screenshot_20190518-101316_Chrome.jpg
Screenshot_20190518-101345_Chrome.jpg
Official Employee

Re: Truly horrendus service

elie2wins, thanks for posting your modem logs! The tech referred the issue to our maintenance teams. I'll follow up with you once I see a job created by local ops. 

 

Ken


I am an Official Comcast Employee.
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!
Contributor

DNS or router

I know I have a open thread already but please allow this one to run side by side...

There's a chance my noise issues have been resolved but now I wonder if it's either the DNS service I chose or my gateway that's the problem.

I was using open DNS servers and when I had an outage I thought to do ping test to hit another DNS and low and behold I could get a response but internet. I have changed the DNS to cloudflare (1.1.1.1) and it seems steady but could I really have a hardware issue?