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Random Disconnects

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New Poster

Random Disconnects

Lately I've been having issues with my internet randomly cutting out. The odd thing is it appears to only affect uploading, my downloading is not affected by this. This is pretty clear as I play a lot of online games, and use discord to talk, and when the issue occurs, I can still hear other people talking, however they cannot hear me. 20 seconds or so after it starts, I'll get disconnected from any online games I'm playing. I also notice my phone won't work correctly on wifi during these times, so I know it's not an issue specific to my computer. I use a Netgear CM700 modem as well as a Netgear R6700v2 router. I've tried bypassing the router and even when connected directly to the modem have the same problem. I've also replaced the splitter that we have. Looking at the upstream and downstream channels in the modem, it looks like it's an issue with a bad connection to Comcast(Due to not all upstream channels being locked and the router showing partial service), but I'm hoping there someone else here to can help verify that.

 

modem1.JPGmodem2.JPGmodem3.JPG

Gold Problem Solver

Re: Random Disconnects

The images you posted aren't visible. They all look like this:

 

HfImgPlcHldr.gif

This is probably because you are a new poster and the images require moderator approval. That could take a while. If you don't want to wait you could upload the images to a file sharing site and post links to them here, or post text instead of an image.

 

If you haven't already, please see Connection Troubleshooting Tips.

New Poster

Re: Random Disconnects

Thank you for the info on the images, was wondering about that. Heres a copy hosted on a third party.

 

https://imgur.com/qsvsZ10

 

https://imgur.com/bwLQSME

 

https://imgur.com/muOFpeh

Gold Problem Solver

Re: Random Disconnects


@Tharvoil wrote: ... Heres a copy hosted on a third party. ...

Got 'em. They look OK except for that one weird upstream. Does that change if you reboot (power cycle) the CM700?

 

Could you post the Error(Event) log?

New Poster

Re: Random Disconnects

https://imgur.com/L5QZA1W

 

Thats the upstream now.

 

Log is below, not sure how to do spoilers here. The 8:39 timeout was me swapping out my splitter so that can be ignored.

 

Time

Priority Description
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:39:47 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 08:41:07 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Aug 04 2019 08:41:07 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 09:50:50 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Aug 04 2019 09:50:57 Critical (3) No Ranging Response received - T3 time-out
Aug 04 2019 09:51:13 Critical (3) Ranging Request Retries exhausted
Aug 04 2019 09:51:13 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Aug 04 2019 09:51:13 Warning (5) TCS Partial Service
Aug 04 2019 09:51:43 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Aug 04 2019 09:52:29 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Aug 04 2019 09:52:59 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Aug 04 2019 09:53:49 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Aug 04 2019 09:54:19 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Aug 04 2019 09:55:09 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Aug 04 2019 09:55:39 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Aug 04 2019 09:56:29 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Aug 04 2019 09:56:59 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Aug 04 2019 09:57:49 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Aug 04 2019 09:58:19 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Aug 04 2019 09:59:09 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Aug 04 2019 09:59:39 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Aug 04 2019 10:00:29 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Aug 04 2019 10:00:59 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Aug 04 2019 10:01:48 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Aug 04 2019 10:02:18 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Aug 04 2019 10:03:08 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Aug 04 2019 10:04:17 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Aug 04 2019 10:04:17 Warning (5) TCS Partial Service
Aug 04 2019 10:04:47 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Aug 04 2019 10:04:48 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Aug 04 2019 10:05:18 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Aug 04 2019 10:06:08 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Aug 04 2019 10:59:47 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Aug 04 2019 10:59:51 Warning (5) Lost MDD Timeout
Aug 04 2019 11:00:42 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Aug 04 2019 11:05:05 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Aug 04 2019 11:05:10 Warning (5) Lost MDD Timeout
Aug 04 2019 11:05:20 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Aug 04 2019 11:05:22 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Aug 04 2019 11:06:04 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Gold Problem Solver

Re: Random Disconnects

The event log errors beginning at 08:41:07 suggest a problem with the connection to Comcast's network. Although the latest upstream levels look good, there are additional signal quality readings that the modem does not report.

It would probably be best to arrange a Comcast tech visit to correct this. Call them at the phone number on your bill or 1-800-Comcast, or or use one of the options on https://www.xfinity.com/support/contact-us/. If they can't fix the problem remotely, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device, or anything outside your home, you shouldn't be charged.

 

Please let us know what happens . . .