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Re: Internet started disconnecting multiple times a day

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Contributor

Re: Internet started disconnecting multiple times a day

I've had the exact same issues several times in the past. All has been working well recently, but last month the issues came back and lasted for several days. Some days it would be out for hours at a time. It has been extremely hot here in southeast Georgia, so maybe that had something to do with it. For the last few days, and as of this morning, all seems to be working great.

 

I don't know much about what to look for in the signal strength, but here is the readings from my cable modem as of this morning (August 2, 2019). How does mine look? I too would like to know what to look for so I can at least get an idea of what's going on when I lose connection.

 

Start Up Procedure


Procedure Status Comment
Acquire Downstream Channel 567000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK d11_m_tc7650_speedtierextreme2_c01.cm
Security Enabled BPI+

 

Downstream Bonded Channels


Channel Status Modulation Channel ID Frequency Power SNR
1 Locked QAM256 17 567000000 Hz 0.2 dBmV 40.1 dB
2 Locked QAM256 9 519000000 Hz 0.9 dBmV 40.7 dB
3 Locked QAM256 10 525000000 Hz 0.8 dBmV 40.6 dB
4 Locked QAM256 11 531000000 Hz 0.8 dBmV 40.6 dB
5 Locked QAM256 12 537000000 Hz 0.7 dBmV 40.5 dB
6 Locked QAM256 13 543000000 Hz 0.6 dBmV 40.3 dB
7 Locked QAM256 14 549000000 Hz 0.4 dBmV 40.3 dB
8 Locked QAM256 15 555000000 Hz 0.2 dBmV 40.1 dB
9 Locked QAM256 16 561000000 Hz -0.1 dBmV 37.2 dB
10 Locked QAM256 18 573000000 Hz -0.1 dBmV 40.0 dB
11 Locked QAM256 19 579000000 Hz -0.1 dBmV 40.0 dB
12 Locked QAM256 20 585000000 Hz -0.1 dBmV 40.0 dB
13 Locked QAM256 21 591000000 Hz -0.1 dBmV 40.0 dB
14 Locked QAM256 22 597000000 Hz -0.2 dBmV 39.9 dB
15 Locked QAM256 23 603000000 Hz -0.6 dBmV 39.7 dB
16 Locked QAM256 24 609000000 Hz -0.8 dBmV 39.5 dB
17 Locked QAM256 25 615000000 Hz -0.6 dBmV 37.5 dB
18 Locked QAM256 26 621000000 Hz -0.7 dBmV 37.4 dB
19 Locked QAM256 27 627000000 Hz -0.8 dBmV 37.1 dB
20 Locked QAM256 28 633000000 Hz -0.9 dBmV 37.1 dB
21 Locked QAM256 29 639000000 Hz -0.9 dBmV 36.8 dB
22 Locked QAM256 30 645000000 Hz -1.0 dBmV 36.9 dB
23 Locked QAM256 31 651000000 Hz -1.1 dBmV 36.9 dB
24 Locked QAM256 32 657000000 Hz -1.3 dBmV 36.5 dB

Upstream Bonded Channels

 

Channel Status Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 ksym/sec 23000000 Hz 42.0 dBmV
2 Locked ATDMA 1 5120 ksym/sec 35800000 Hz 43.3 dBmV
3 Locked ATDMA 2 5120 ksym/sec 29400000 Hz 42.5 dBmV
4 Not Locked Unknown 0 0 ksym/sec 0 Hz 0.0 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
Expert

Re: Internet started disconnecting multiple times a day

The stats were fine at that snapshot in time. Please post the RF error / event log entries as well. Is this with a WiFi connection ?



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Contributor

Re: Internet started disconnecting multiple times a day

Hi, EG! Hope you're doing great!

 

This is with a hardwired connection. from my cable modem. I do have a dedicated wireless router, but I only turn it on when I need Wi-Fi. Not sure if this is what you wanted, but here is the event log from the cable modem, which I own by the way.

 

System Log

Time Priority Description
Fri Aug 02 11:19:08 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c0:25:e9:09:8d:22;CMTS-MAC=e8:65:49:b9:07:91;...
Thu Aug 01 13:21:03 2019 Warning (5) Dynamic Range Window violation
Thu Aug 01 11:31:36 2019 Warning (5) Unicast DSID PSN startup error
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Wed Jul 31 01:57:38 2019 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=c0:25:e9:09:8d:22;CMTS-MAC=e8:65:49:b9:07:91;CM-QOS=1.0;CM-VER=3.0;
Wed Jul 31 01:57:25 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c0...
Wed Jul 31 01:57:13 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=c0:25:e9:09:8d:22;CMTS-MAC=e8:65:49:b9:07:91;CM-QOS=1.1;...
Tue Jul 30 19:44:44 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=c0:25:e9:09:8d:22;CMTS-MAC=e8:65:49:b9:07:91;CM-QOS=1.1;...
Tue Jul 30 19:43:51 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c0:25:e9:09:8d:22;CMTS-MAC=e8:65:49:b9:07:91;...
Tue Jul 30 10:47:28 2019 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=c0:25:e9:09:8d:22;CMTS-MAC=e8:65:49:b9...
Tue Jul 30 10:47:24 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c0...
Tue Jul 30 10:46:52 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c0:25:e9:09:8d:22;CMTS-MAC=e8:65:49:b9:07:91;...
Tue Jul 30 10:46:34 2019 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=c0:25:e9:09:8d:22;CMTS-MAC=e8:65:49:b9:07:91;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 30 10:46:23 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c0...
Tue Jul 30 10:45:51 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c0:25:e9:09:8d:22;CMTS-MAC=e8:65:49:b9:07:91;...
Tue Jul 30 10:45:28 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c0...
Tue Jul 30 10:44:55 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c0:25:e9:09:8d:22;CMTS-MAC=e8:65:49:b9:07:91;...
Tue Jul 30 10:44:32 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c0...
Tue Jul 30 10:44:00 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c0:25:e9:09:8d:22;CMTS-MAC=e8:65:49:b9:07:91;...
Tue Jul 30 10:43:41 2019 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=c0:25:e9:09:8d:22;CMTS-MAC=e8:65:49:b9:07:91;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 30 10:43:34 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c0...
Tue Jul 30 10:43:02 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c0:25:e9:09:8d:22;CMTS-MAC=e8:65:49:b9:07:91;...
Tue Jul 30 10:42:37 2019 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=c0:25:e9:09:8d:22;CMTS-MAC=e8:65:49:b9:07:91;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 30 10:42:34 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c0...
Tue Jul 30 10:42:01 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c0:25:e9:09:8d:22;CMTS-MAC=e8:65:49:b9:07:91;...
Tue Jul 30 10:41:31 2019 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=c0:25:e9:09:8d:22;CMTS-MAC=e8:65:49:b9:07:91;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 30 10:41:28 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c0...
Tue Jul 30 10:40:56 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c0:25:e9:09:8d:22;CMTS-MAC=e8:65:49:b9:07:91;...
Tue Jul 30 10:40:37 2019 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=c0:25:e9:09:8d:22;CMTS-MAC=e8:65:49:b9:07:91;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 30 10:40:33 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c0...
Tue Jul 30 10:40:01 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c0:25:e9:09:8d:22;CMTS-MAC=e8:65:49:b9:07:91;...
Tue Jul 30 10:39:44 2019 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=c0:25:e9:09:8d:22;CMTS-MAC=e8:65:49:b9:07:91;CM-QOS=1.0;CM-VER=3.0;

 

Here is a speed test from just now.

 

8468877761

Expert

Re: Internet started disconnecting multiple times a day

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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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.
Was your question answered? Mark the post as Best Answer!