Regular Visitor
•
3 Messages
Random Loss Of Service
I've had about 4 outages that resulted in the loss of internet service for the last two weeks.
They seem to last about 30 minutes each. I've confirmed my router is not the cause of the issue. Restarting the cable modem enough times seems to be what resolves the issue. I've already tried resetting it to factory defaults and the problem persist.
I have a Netgear CM700 cable modem. I purchased it myself. During the outage, I looked at the comcast app to see if there was an outage in my area. Both times I didn't see anything.
Unplugging the cable modem seems to eventually sort out the issue. But the last few times it took a few tries. I'm not certain if restarting is what resulted in my connection working again.
I looked in the log on my cable modem and found the following. There seems to be something going on when the cable modem receiving its ranging information. I'm in an old apartment building and wondering if something is going on with the physical connection outside. This problem did seem to start during a day the temperature was hotter. I'm wondering if it might be an equipment malfunction.
| Time | Priority | Description |
| Jul 26 2020 08:33:30 | Critical (3) | No Ranging Response received - T3 time-out |
| Jul 26 2020 08:33:30 | Critical (3) | No Ranging Response received - T3 time-out |
| Jul 26 2020 08:34:17 | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Jul 26 2020 08:34:18 | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Jul 26 2020 09:35:33 | Warning (5) | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 |
EG
Expert
•
111.6K Messages
5 years ago
Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.
0
Justus30
Regular Visitor
•
3 Messages
5 years ago
0
0
EG
Expert
•
111.6K Messages
5 years ago
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 !
0
XfinityMichaelC
Administrator
•
4.4K Messages
5 years ago
Greetings, Justus30! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! I apologize to hear of the issue you are having with your internet services. I certainly understand needing to have a reliable connection, especially during these times! I would like to have a closer look at the signal to see what could be going. Can you please send me a PM with your first and last name so I may further assist you?
To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.
0
Justus30
Regular Visitor
•
3 Messages
5 years ago
Sure thing. PM sent.
0
0