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Random Loss Of Service

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Regular Visitor

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.

 

TimePriorityDescription
Jul 26 2020 08:33:30Critical (3)No Ranging Response received - T3 time-out
Jul 26 2020 08:33:30Critical (3)No Ranging Response received - T3 time-out
Jul 26 2020 08:34:17Critical (3)Unicast Ranging Received Abort Response - initializing MAC
Jul 26 2020 08:34:18Critical (3)No Ranging Response received - T3 time-out
Time Not EstablishedCritical (3)Unicast Ranging Received Abort Response - initializing MAC
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Time Not EstablishedCritical (3)Unicast Ranging Received Abort Response - initializing MAC
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Time Not EstablishedCritical (3)Unicast Ranging Received Abort Response - initializing MAC
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Time Not EstablishedCritical (3)Unicast Ranging Received Abort Response - initializing MAC
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Time Not EstablishedCritical (3)Unicast Ranging Received Abort Response - initializing MAC
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Time Not EstablishedCritical (3)Unicast Ranging Received Abort Response - initializing MAC
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Time Not EstablishedCritical (3)Unicast Ranging Received Abort Response - initializing MAC
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Time Not EstablishedCritical (3)Unicast Ranging Received Abort Response - initializing MAC
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Time Not EstablishedCritical (3)Unicast Ranging Received Abort Response - initializing MAC
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Time Not EstablishedCritical (3)Unicast Ranging Received Abort Response - initializing MAC
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Time Not EstablishedCritical (3)Unicast Ranging Received Abort Response - initializing MAC
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Time Not EstablishedCritical (3)Unicast Ranging Received Abort Response - initializing MAC
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Time Not EstablishedCritical (3)Unicast Ranging Received Abort Response - initializing MAC
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Time Not EstablishedCritical (3)Unicast Ranging Received Abort Response - initializing MAC
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Time Not EstablishedCritical (3)Unicast Ranging Received Abort Response - initializing MAC
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Time Not EstablishedCritical (3)Unicast Ranging Received Abort Response - initializing MAC
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Time Not EstablishedCritical (3)Unicast Ranging Received Abort Response - initializing MAC
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Time Not EstablishedCritical (3)Unicast Ranging Received Abort Response - initializing MAC
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Jul 26 2020 09:35:33Warning (5)MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1

 

Highlighted
Expert

Re: Random Loss Of Service

Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.





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Regular Visitor

Re: Random Loss Of Service

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUnCorrectables
1LockedQAM 2565483000000 Hz-4.5 dBmV37.6 dB12706645
2LockedQAM 2566489000000 Hz-4.2 dBmV37.3 dB12387069
3LockedQAM 2567495000000 Hz-4.2 dBmV37.6 dB9916228
4LockedQAM 2568507000000 Hz-4.0 dBmV37.6 dB11086936
5LockedQAM 2569513000000 Hz-4.0 dBmV37.6 dB11686058
6LockedQAM 25610519000000 Hz-4.0 dBmV37.3 dB11236338
7LockedQAM 25611525000000 Hz-3.9 dBmV37.3 dB16026452
8LockedQAM 25612531000000 Hz-3.9 dBmV37.6 dB13157197
9LockedQAM 25613543000000 Hz-3.7 dBmV37.6 dB8937391
10LockedQAM 25614549000000 Hz-3.7 dBmV37.3 dB12626684
11LockedQAM 25615555000000 Hz-3.7 dBmV37.3 dB16116600
12LockedQAM 25616561000000 Hz-3.5 dBmV37.3 dB11927048
13LockedQAM 25617567000000 Hz-3.5 dBmV37.6 dB13166952
14LockedQAM 25618573000000 Hz-3.5 dBmV37.6 dB10537611
15LockedQAM 25619579000000 Hz-3.5 dBmV37.3 dB11716154
16LockedQAM 25620585000000 Hz-3.5 dBmV37.6 dB8067564
17LockedQAM 25621591000000 Hz-3.5 dBmV37.6 dB10407538
18LockedQAM 25622597000000 Hz-3.5 dBmV37.6 dB9566198
19LockedQAM 25623603000000 Hz-3.5 dBmV37.3 dB10327295
20LockedQAM 25624609000000 Hz-3.5 dBmV37.6 dB11586112
21LockedQAM 25625615000000 Hz-3.5 dBmV37.6 dB9225416
22LockedQAM 25626621000000 Hz-3.5 dBmV37.3 dB9227203
23LockedQAM 25627627000000 Hz-3.5 dBmV37.6 dB8116167
24LockedQAM 25628633000000 Hz-3.4 dBmV37.3 dB14906778
25LockedQAM 25629639000000 Hz-3.4 dBmV37.3 dB1573483
26LockedQAM 25630645000000 Hz-3.4 dBmV37.3 dB1143225
27LockedQAM 25631651000000 Hz-3.4 dBmV37.9 dB1543348
28LockedQAM 25632657000000 Hz-3.2 dBmV37.6 dB1243289
29LockedQAM 25633663000000 Hz-3.2 dBmV37.6 dB1063305
30LockedQAM 25634669000000 Hz-3.0 dBmV37.6 dB2283293
31LockedQAM 25635675000000 Hz-3.0 dBmV37.3 dB1233284
32LockedQAM 25636681000000 Hz-2.7 dBmV37.9 dB2003379

Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA35120 Ksym/sec17300000 Hz46.8 dBmV
2LockedATDMA45120 Ksym/sec23700000 Hz46.5 dBmV
3LockedATDMA15120 Ksym/sec30100000 Hz46.5 dBmV
4LockedATDMA25120 Ksym/sec36500000 Hz47.0 dBmV
5Not LockedN/AUnknown0 Ksym/sec0 Hz0.0 dBmV
6Not LockedN/AUnknown0 Ksym/sec0 Hz0.0 dBmV
7Not LockedN/AUnknown0 Ksym/sec0 Hz0.0 dBmV
8Not LockedN/AUnknown0 Ksym/sec0 Hz0.0 dBmV
Highlighted
Expert

Re: Random Loss Of 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 !



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: Random Loss Of Service

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.


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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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Regular Visitor

Re: Random Loss Of Service

Sure thing. PM sent.