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Random disconnects with no end insight...

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Regular Visitor

Random disconnects with no end insight...

I have been dealing with everyone from customer service all the way up to corporate support and I have had the line replace from my house to the box on the street and they also replaced a section that feeds my box and I am still getting disconnects randomly throughout the day.  I have reference my modem log files multiple times but customer support ignores them and says they are just specifc to netgear.  I have a CM1200, below are the log files.  any help will be much appreciated.

 

Time Priority Description
Tue Feb 11 14:39:27 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 11 13:03:28 2020 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 34 35 36 37 38 39 40; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 11 13:03:17 2020 Warning (5) MDD message timeout;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 18:16:24 2020 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 34 35 36 37 38 39 40; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 18:16:14 2020 Warning (5) MDD message timeout;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 11:21:55 2020 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 34 35 36 37 38 39 40; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 11:21:45 2020 Warning (5) MDD message timeout;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 10:28:57 2020 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 34 35 36 37 38 39 40; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 10:28:52 2020 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 10 11 12 17 21 22 26 27 28 29 30 34 36 37 38 39 40; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 10:28:47 2020 Warning (5) MDD message timeout;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 10:28:41 2020 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 10 11 12 17 21 22 26 27 28 29 34 36 37 38 39 40; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 10:27:10 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 09:24:01 2020 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 34 35 36 37 38 39 40; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 09:23:56 2020 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 10 11 12 17 21 22 26 27 28 29 34 36 37 38 39 40; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 09:23:52 2020 Warning (5) MDD message timeout;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 09:22:57 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 09:17:46 2020 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 34 35 36 37 38 39 40; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 09:17:41 2020 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 10 11 12 17 21 22 26 27 28 29 34 36 37 38 39 40; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 09:17:38 2020 Warning (5) MDD message timeout;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 09:17:30 2020 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 10 11 12 17 22 26 27 28 29 34 36 37 38 39 40; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 09:17:27 2020 Warning (5) MDD message timeout;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 09:16:52 2020 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 10 19 34 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 09:16:38 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 09:16:32 2020 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 10 19 34 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 09:16:25 2020 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 10 11 12 22 26 27 28 29 34 36 37 38 39 40; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 09:16:22 2020 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 10 19 34 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 09:16:20 2020 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 10 11 12 22 26 27 28 29 34 36 37 38 39 40; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 09:16:12 2020 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 10 19 34 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 09:16:10 2020 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 10; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 09:16:10 2020 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 11 12 22 26 27 28 29 34 36 37 38 39 40; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 09:16:08 2020 Warning (5) MDD message timeout;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 09:15:00 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 09:12:46 2020 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 26 27 28 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 09:07:38 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 07:23:20 2020 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 28 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 07:08:49 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 07:02:54 2020 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 10 11 12 13 15 16 17 18 19 20 21 22 23 24 28 29 31 32 34 35 37 38 39 40; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 06:50:39 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 06:18:28 2020 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 34 35 36 37 38 39 40; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Mon Feb 10 06:18:14 2020 Warning (5) MDD message timeout;CM-MAC=28:80:88:af:b4:a0;CMTS-MAC=04:2a:e2:c6:46:3d;CM-QOS=1.1;CM-VER=3.1;
Highlighted
Expert

Re: Random disconnects with no end insight...

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

 

Is there a router in the mix ?

If so, is this a WiFi connection ?



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Regular Visitor

Re: Random disconnects with no end insight...

I do have a router, Ubiquiti ER-8 and then I go to a Netgear GS752TPV2 switch where 99% of my equipment is hardwired too and then I also have 2 Aruba IAP-305.

I see the disconnects even when I remove all the other gear from the network and it is on both wireless and wired.

 

Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 621000000 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 33 621000000 Hz 4.8 dBmV 38.5 dB 4232851 11946358
2 Locked QAM256 9 471000000 Hz 3.3 dBmV 39.2 dB 3111548 9043350
3 Locked QAM256 10 477000000 Hz 3.2 dBmV 39.3 dB 3511355 10611155
4 Locked QAM256 11 483000000 Hz 2.9 dBmV 39.1 dB 4355789 12953449
5 Locked QAM256 12 489000000 Hz 3.4 dBmV 39.3 dB 4713506 14280347
6 Locked QAM256 13 495000000 Hz 3.6 dBmV 39.4 dB 4658278 14177558
7 Locked QAM256 14 507000000 Hz 3.5 dBmV 39.2 dB 5230120 16179945
8 Locked QAM256 15 513000000 Hz 3.7 dBmV 39.3 dB 5486750 16795610
9 Locked QAM256 16 519000000 Hz 3.7 dBmV 39.2 dB 5840531 17945212
10 Locked QAM256 17 525000000 Hz 3.8 dBmV 39.3 dB 4783353 14000529
11 Locked QAM256 18 531000000 Hz 3.5 dBmV 39 dB 5732173 17552029
12 Locked QAM256 19 537000000 Hz 3.1 dBmV 38.7 dB 5769923 17407938
13 Locked QAM256 20 543000000 Hz 3.1 dBmV 38.7 dB 5746296 17239917
14 Locked QAM256 21 549000000 Hz 3.6 dBmV 38.8 dB 6602558 20478517
15 Locked QAM256 22 555000000 Hz 3.3 dBmV 38.5 dB 7413289 22755297
16 Locked QAM256 23 561000000 Hz 3.3 dBmV 38.4 dB 6136506 18551542
17 Locked QAM256 24 567000000 Hz 3.6 dBmV 38.5 dB 7398080 22817295
18 Locked QAM256 25 573000000 Hz 4.1 dBmV 38.7 dB 5655122 17067325
19 Locked QAM256 26 579000000 Hz 4.4 dBmV 38.8 dB 6328429 19351009
20 Locked QAM256 27 585000000 Hz 4.1 dBmV 38.7 dB 6497182 20236722
21 Locked QAM256 28 591000000 Hz 4.2 dBmV 38.5 dB 6410584 19566652
22 Locked QAM256 29 597000000 Hz 4.5 dBmV 38.8 dB 6693904 20492671
23 Locked QAM256 30 603000000 Hz 4.8 dBmV 38.8 dB 6677523 20611541
24 Locked QAM256 31 609000000 Hz 4.6 dBmV 38.8 dB 6976160 21391636
25 Locked QAM256 32 615000000 Hz 4.4 dBmV 38.7 dB 6817180 21135077
26 Locked QAM256 34 627000000 Hz 4.8 dBmV 38.8 dB 6758108 21119581
27 Locked QAM256 35 633000000 Hz 5 dBmV 38.9 dB 6467647 19810915
28 Locked QAM256 36 639000000 Hz 4.6 dBmV 38.6 dB 6536292 19597409
29 Locked QAM256 37 645000000 Hz 4.7 dBmV 38.7 dB 7046711 21572216
30 Locked QAM256 38 651000000 Hz 5 dBmV 38.8 dB 7922552 24255185
31 Locked QAM256 39 657000000 Hz 5.3 dBmV 39 dB 8350603 25691768
32 Locked QAM256 40 663000000 Hz 5.3 dBmV 38.9 dB 7893270 24255312
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 5 5120 Ksym/sec 37800000 Hz 33 dBmV
2 Locked ATDMA 6 5120 Ksym/sec 31400000 Hz 35 dBmV
3 Locked ATDMA 7 5120 Ksym/sec 25000000 Hz 34 dBmV
4 Locked ATDMA 8 5120 Ksym/sec 18600000 Hz 34 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
 
Downstream OFDM Channels
Channel Lock
Status
Modulation /
Profile ID
Channel
ID
Frequency Power SNR /
MER
Active Subcarrier
Number Range
Unerrored
Codewords
Correctable
Codewords
Uncorrectable
Codewords
1 Locked 0 159 690000000 Hz 5.9 dBmV 39.7 dB 1126 ~ 2969 8634936036 75579304 0
2 Not Locked 0 0 0 Hz 0 dBmV 0.0 dB 0 ~ 4095 0 0 0
 
Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked 0 0 0 Hz 0 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV
 
Extended Upstream Transmit Power
Enable Extended Upstream Transmit Power
 
Current System Time:Wed Feb 12 08:02:50 2020
System Up Time:2 days 15:17:10
Highlighted
Expert

Re: Random disconnects with no end insight...


@Sramnath01 wrote:

 

I see the disconnects even when I remove all the other gear from the network and it is on both wireless and wired.

 

O/k that would seem to point to a problem with your WAN connection to the Comcast system and not a problem with your LAN. 

 

Even though the signal stats looked o/k at that snapshot in time, the error log entries 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 !



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Official Employee

Re: Random disconnects with no end insight...

Greetings, @Sramnath01! 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 everything you have gone through with trying to get this connection issue resolved. It's certainly frustrating when you feel everything has been done with no fix at the end. I would like to see what I can do for you. 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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